Complaints

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• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair 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.

  Hired ***** to install sod and followed his instructions throughout the process. Had concerns from the start but was told it was all okay. Still having major issues and he said it’s not fair to ask him to make it right.

  Business Response

  Date: 05/28/2024

  This work was completed on March 22 exactly as quoted. Our quote did not include watering or fertilizer or any type of guarantee. Sod is a living and breathing plant that requires proper care and nutrients and water and sunlight. It is not reasonable to guarantee the long-term health of sod.
  
  The main issue according to the customer is the dead spots in the middle of the yard where the customer and his family and two dogs have worn down the sod. I have included a link to our communication and photos of their volleyball net and their two dogs.
  
  In no world is it reasonable to expect a contractor to replace sod that was worn down by foot traffic. If the customer would follow my instructions and get proper chemical applications from a reputable company and stay off the sod, I’m fully convinced it would recover and be just fine. Zoysia sod is very good at healing and recovering, but they need to stay off of the sod. Even if it was replaced, they would be facing the same issue as soon as they start wearing it down again.
  
  They really need to install a sand volleyball court if they want to be out there playing all the time. There is not a type of grass in the world that can stand up to hours of play each day. 
  
  On a sidenote, the disputed amount should be $3400.00 not $3700.00. We billed and were paid exactly what we quoted. 
  
  ***************************************

  Customer Answer

  Date: 05/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: He’s just not being honest. The sod had issues from the start and he even admits the middle of the yard concerned him and this was before our dogs or kids played on it. I followed his watering instructions and fertilization schedule. We asked him if my daughter was able to play with her volleyball backyard after many weeks and he stated yes. She doesn’t play hours, she plays maybe 20 minutes a day. This is all a joke. Even if what he says is true (which it’s not) kids should be able to play in a yard. If he would have told us our kids couldn’t ever play in the yard, we would have passed. The price was $3400 as $300 was for rock garden. The truth is it wasn’t done correctly from the start and he just doesn’t want to address his mistakes. It’s sad companies don’t have pride in their work. I am a high reviewer of companies and this is a first for me. It’s shameful. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 05/30/2024

  The facts are simple. We installed zoysia sod exactly as we promised in the quote. The customer had lots of concerns, but his sod is perfectly fine and always has been. The sod is just worn out from the dogs and the family. If they stay off the sod for the rest of the summer and get a professional fertilizer service, it will look perfect by fall. Consistent traffic on any sod will wear it down. Replacing the sod will be a fruitless effort since the customer cannot stay off of it. 
  

  There’s not a reason in the world for me to replace worn out sod. This would be like asking a paint company to redo a job because the customer and his family wore out the paint on the walls by playing too much. 

  Customer Answer

  Date: 05/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There were indeed issues with the sod upon install. What is ridiculous is to say family is needing to stay off lawn for 6-8 months after install. We followed his instructions for the sod and told him from the start something wasn’t right. He even mentioned that he had “mild concerns” on our yard but it was due to us using it. When he came and viewed our lawn and had those mild concerns, no one had been on the lawn at that point. Either the sod was bad or the install was done poorly. Either way, ***** should do the right thing, but it’s evident he has poor business practices. If you painted the house but missed spots, painted over windows, or used the wrong paint, then yes, it would be fair to ask to fix. We are stuck paying another company to clean up his poor work. 
  
  
  
  Sincerely,
  
  
  
  ******* ******