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:01/19/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  04.06.2022
  $31,940.00
  The business was hired and paid to install new sod, install new outdoor plants, install new paver walkway/overlay front stoop, and spring cleaning of yard. I've attached the contract.
  The business failed to honor the contract as they did not adequately grade and smooth the land prior to sod install as evidenced by the dips that still exist throughout my front and back yards. Also, the business did not properly overlay a paver on my walkway stoop.
  The owner of the business visited and walked my property in June '22. He acknowledged the uneven paver, but maintained my land had been properly smoothed/graded. His assertion was the bumps and dips I felt were joints of sod and they would fill-in. At the end of the visit, the business offered to fix the stoop paver, aerate, overseed and apply new topsoil in the fall. Unfortunately, they never contacted me. And never followed through on their promise.
  Due to the max size of attachments, I can separately send pictures of my uneven paver, pictures of my yard prior to the sod install, video evidence of bumpy turf, and the email thread with the business. I also have a licensed landscaping company that agrees with me.
  During the initial consult, I made it perfectly clear to the business my primary reason for installing new sod was to have a smooth yard in the end. I was made to feel that request and sentiment was heard and received. I was assured the business would deliver on that request. Unfortunately, it didn't.

  Business Response

  Date: 02/06/2023

  We are sorry to hear you are unhappy with this work, however, as we have made very clear during our multiple meetings, email exchanges and correspondence - this project was completed properly and to industry standards. After the work was completed, we made several attempts to address your concerns. Both owners visited your property several times and discussed the project at length on several occasions. At no point did we agree that we did anything improper. With thousands of satisfied customers, this project was completed with the exact same steps. The same crews serviced your property. Same machines and methods of installation and same material/ suppliers. Based on the videos, photos and all correspondence I have reviewed, its clear our staff went the extra mile for this project. I pride myself and my company on providing the best service in the area. Our satisfied client list, reviews and several industry awards back this up.

  You mention we never reached out to you to schedule the single paver repair and our offer to provide aeration/seeding service - this is false. Our final correspondence with you was on On October 19, 2022 at 12:04 PM and our final sentence was, "Scheduling the other work, which I offered to do free of charge to help ease your feelings, after my inspection of finding nothing wrong with your property - Top dressing, aeration and seed would only benefit  your property.  This offer still stands.  Please let me know your thoughts". We received no response to this email. That was our final correspondence.  

  I will note, you mentioned how you wanted your yard to be like a fairway on a golf course. If we would have known this is what you expected, we would have advised you differently. This expectation was not relayed to us at any point prior to the project and our proposal outlined specifically what we would be doing and the materials we would use. We provided a detailed proposal. Met/spoke with you multiple times leading up to your acceptance. You accepted the project along with our terms/conditions. The work was completed on schedule. The work was completed to industry standards with quality materials as promised. Neighbors complimented us on our craftsmanship. Our staff went above and beyond the scope of work to make sure everything went well. Once you expressed concern, we addressed your concern promptly, even sending crews out to make adjustments per request. Both owners were invested in making sure you were happy with the finished product. We offered to return free of charge to help ease your feelings, after the multiple inspections found nothing wrong with your property. On several occasions both prior to the work and after, we recommended a fertilization/weed control company. It is important to care for your new sod after install. We certainly hope you followed through with this. We also sent you instructions on mowing care and watering. We also sent you our suppliers information so they could provide insight. 

  We stand by our work. We stand by our teams and our management that went above and beyond to complete this project successfully. It is unfortunate you are unhappy, even after all that we have tried to do to address your concerns.

   

  Customer Answer

  Date: 02/12/2023

  Complaint: ********
  
  I am rejecting this response because:  I disagree with most of what was written by the business.
  
  The business stated, "I will note, you mentioned how you wanted your yard to be like a fairway on a golf course. If we would have known this is what you expected, we would have advised you differently. This expectation was not relayed to us at any point prior to the project".
  
  I made it clear to the business my primary reason for moving fwd with this project, was that I wanted smooth, even, level turf.  I communicated that to every contractor I received quotes from.  I even went so far to tell the business, "I want to be able to lay in my grass".  Before I signed the contract, the business assured me they would deliver and I would be satisfied.  Unfortunately, they didn't.  
  
  Furthermore, I don't appreciate the tone of businesses' response; It sounds as if they believe they were doing me favors.  The business said, "After the work was completed, we made several attempts to address your concerns".  Shortly after the install, in conjunction with my chief complaint, I also noticed I had significant patches of grass in the front and back that looked different than the surrounding turf.  Turns out, this sod was bad.  However, by the time the business came back out to replace it, the surrounding sod had established, and I was forced to continue watering due to the new sod.  This also delayed my ability to cut my grass, as I had to wait for the replacement sod to establish.  This was the reason we had "multiple mtgs".  In my opinion, this should have never happened.  But certainly, I should not have had to wait as long as I did for the business to replace the sod. 
  

  Based upon what I see when I look at my yard, and what I feel when I walk on my grass, I can't believe the business said, “they went above and beyond the scope of work to make sure everything went well".  How can they say that in one sentence, and in another state, "our proposal outlined specifically what we would be doing and the materials we would use”.  I’m confused.  Did they do everything outlined in the contract?  Did they do more than what was outlined in the contract?  If so, what was that specifically?  
  
  I cannot speak to the businesses' claim they did everything to industry standard. All I, as the consumer, know is that I am not happy at all with the results of this project and level of customer service.  I understand the challenges associated with making this right, but I can't help but feel cheated by the business.  I just did not get what I paid for and what I was expecting based on my mtg prior to signing the contract.
  
  During the one visit to my property, the owner of the business denied seeing the bumpy turf.  He denied feeling bumpy turf.  He told me what I was seeing, and feeling were sod seams and that they would go away as the grass grew.   
  
  To suggest I speak with the sod distributor makes little sense when the distributor did not perform the installation.  And I don’t see adding topsoil, aerating and overseeding as addressing the issue at hand.  
  
  I have fwd emails exchanged with the business to: ************************** and ************************
  
  Sincerely,
  
  ******* ****
  
  

  
  

  Business Response

  Date: 02/28/2023

  Please see our original response. We have satisfied our end of the agreement based on the proposal and our terms. In all of our years in business,  we never had a client react like this to what was a successful installation.

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because both the written and verbally communicated requirements of this project were not met.  
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Customer Answer

  Date: 03/07/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and I am willing to enter arbitration.

  Sincerely,

  ******* ****

  Business Response

  Date: 03/14/2023

  I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID ********,. I understand that because I have decided to not pursue arbitration that BBB must close my complaint. I have decide to pursue legally or via other avenues. 

   

  
  Regards,