Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/20/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/30/2022, drainage and sod installation was completed. I contacted the business on 7/22/2022 after noticing issues with the new sod. Repeat contact on 7/26/2022 requesting an update, another attempt on 8/3/2022.All attempts were followed up with a response that this will be resolved and on-site evaluation to be done. As of 8/20/2022 no onsite evaluation or efforts to provide a resolution has been made. After spending approximately $5800, *** asked for either a partial reimbursement of the product and install or for replacement. I have had a hard time getting responses in a timely manner or an attempt to have this issue resolved.

  Business Response

  Date: 11/02/2022

  Good morning. As you can see in the picture above. The sod that ******** installed was fully established, beautifully green and completely jointed together. As we relayed to the client several times. Proper after care is crucial for continuing on with a beautiful lawn. What takes place weeks down the road after we are completed with a project is totally out of our control. Especially with the awesome results posted above. If ******** being the installer or Super sod being the supplier would have had an error made during this process. This product would have never made it to this stage of life. The sod would of never grew together, joints would still be exposed and it wouldnt be over height recommendations. Thats not the case...
  

  Note: ******** crews do this same process daily / weekly several times with no issues what so ever. Super Sod sells millions of $ worth of product per year and is the best supplier / product on the market. Hands down. That is why we choose to use them for our customers. Thanks 

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 17746259
  
  I am rejecting this response because: as you can see from my pictures - the sod that was laid down had clear issues with it. I followed all the instructions and as you can see - the grass is green in most areas, and the remaining areas look damaged. I asked the business to come take a look and for 4 weeks did not get anyone to come inspect the site. I kept getting excuses and at times no responses. I finally gave up and wrote a ****** review which then resulted in a series of harassing text messages accusing me of spoiling their reputation. All I wanted was for someone to take a look at my grass and help rectify the issue. Instead, I received a novel about how much business they do with others and this is all my fault. Extremely poor customer service. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/03/2023

  The issue with *********************** was that ******** installed sod on the entire back lot of his home. The same way we install several pallets weekly / daily. On 3-4 week post site visit after initial installation the sod looked great, full green color, jointed completely couldnt ask for a better looking lawn. Around the 5-6 week **** he reached back out to us with phots of several dead spots in the lawn. These spots were deemed chemical burn or ***** from fertilizer from a professional 3rd party company. The post care instructions strictly referred to no chemicals / fertilizers for at least 12 weeks. Also proper watering is important to following the after care instructions properly. If a sod product makes it as far as it did and looked as great as it did around 4-5 week post install theres nothing the supplier or the installer ( ******** ) did incorrectly. We explained this to the customer several times. The customer hurt his own lawn by not following simple provided instructions and was upset we would not furnish a full refund. As most landscape companies in the untied states dont provide warrantys on living products. 

   

  ***** Fidler 

   

  Pro Care Landscaping LLC. 

   

  Phone: ************ 

   

  Email: ********************************* 

   

  Web: Www.procarelandscapingllc.com 

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 17746259
  
  I am rejecting this response because:

  1. The vendor never came onsite to do a site visit. I have text messages to prove so. 

  2. The great post install review was based on partial photos I sent of how the lawn was coming in nice on one side, and ruined on another side. I requested a site visit 4 times with no on-site visit.

  3. I never requested a full refund, I requested a partial refund as I was offered professionalism and quality and received neither. 

  4. To note, the landscaper broke my underground sprinkler, cut my fiber line for internet, and damaged one of my down spouts. All of which I had to mention to the owner of the business who has yet to see me face to face. 

  5. The owner is worried about his ****** review and online presence of having a complaint on BBB, however he could have easily talked this out with me and resolved it. I have the whole conversation to prove his reaction. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/20/2023

   

  The issue with *********************** was that ******** installed sod on the entire back lot of his home. The same way we install several pallets weekly / daily. On 3-4 week post site visit after initial installation the sod looked great, full green color, jointed completely couldnt ask for a better looking lawn. Around the 5-6 week **** he reached back out to us with phots of several dead spots in the lawn. These spots were deemed chemical burn or ***** from fertilizer from a professional 3rd party company. The post care instructions strictly referred to no chemicals / fertilizers for at least 12 weeks. Also proper watering is important to following the after care instructions properly. If a sod product makes it as far as it did and looked as great as it did around 4-5 week post install theres nothing the supplier or the installer ( ******** ) did incorrectly. We explained this to the customer several times. The customer hurt his own lawn by not following simple provided instructions and was upset we would not furnish a full refund. As most landscape companies in the untied states dont provide warrantys on living products. 

   

  ***** Fidler 

   

  Pro Care Landscaping LLC. 

   

  Phone: ************ 

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 17746259
  
  I am rejecting this response because: the business is simply lying. I have full records of communications between myself and the business showing the burnt lawn within 2 weeks time. No fertilizer or treatment was done for 3 months. The business requested proof from the landscaping company and I provided them this proof too. Procare simply messed up and is lying by blaming me for their failure. 
  
  Sincerely,
  
  ***********************