Pacific Paradise Turf

The customer had a legitimate complaint and we've been working to resolve the matter with the manufacturer/ supplier The original turf supplier had been bought by another company and the they stated they sold the company with liabilities while the new company stated they bought the company without those liabilities In the middle is the customer and the installation company While we were never responsible for paying for the replacement of the turf (which in the end their own repacknowledged was defective), we decided to cover all costs which included the new turf material for the affected area as well as the removal of the old turf and the installation of the new turf including infill sand The customer was not charged for anything We appreciate the [redacted] 's patience and demeanor during this whole time They had an issue, knew I was in a tough position regarding this matter, but in the end we made it right for them[redacted] Owner The customer had a legitimate complaint and we've been working to resolve the matter with the manufacturer/ supplier The original turf supplier had been bought by another company and the they stated they sold the company with liabilities while the new company stated they bought the company without those liabilities In the middle is the customer and the installation company While we were never responsible for paying for the replacement of the turf (which in the end their own repacknowledged was defective), we decided to cover all costs which included the new turf material for the affected area as well as the removal of the old turf and the installation of the new turf including infill sand The customer was not charged for anything We appreciate the [redacted] 's patience and demeanor during this whole time They had an issue, knew I was in a tough position regarding this matter, but in the end we made it right for them [redacted] Owner The customer had a legitimate complaint and we've been working to resolve the matter with the manufacturer/ supplier The original turf supplier had been bought by another company and the they stated they sold the company with liabilities while the new company stated they bought the company without those liabilities In the middle is the customer and the installation company While we were never responsible for paying for the replacement of the turf (which in the end their own repacknowledged was defective), we decided to cover all costs which included the new turf material for the affected area as well as the removal of the old turf and the installation of the new turf including infill sand The customer was not charged for anything We appreciate the [redacted] 's patience and demeanor during this whole time They had an issue, knew I was in a tough position regarding this matter, but in the end we made it right for them [redacted] Owner

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] , We were out of town when you closed the above referenced complaint We would like to request the complaint be reopened so we may have the opportunity to refute Pacific Paradise Turf’s response as follows: The fact remains that we have no turf warranty for the other half of the yard which is approximately sqft The contractor now admits in his previous statement that the originally installed turf was defective from the start This half will eventually need replacement, and we have no warranty or installation from the contractor when it does This process has taken almost two years but we would not have gotten this far without the help of the San Diego Revdex.com and the CA Contractors State Licensing BoardThis complaint is to show the business practices and integrity of Pacific Paradise Turf to the next consumer so they may make an informed decision before hiring this companyPlease let us know if and when this is approved for a response on your websiteFeel free to call or email with further information or questionsThank you, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
[redacted],
We were out of town when you closed the above referenced complaint.  We would like to request the complaint be reopened so we may have the opportunity to refute Pacific Paradise Turf’s response as follows:
The fact remains that we have no turf warranty for the other half of the yard which is approximately 500 sq. ft.  The contractor now admits in his previous statement that the originally installed turf was defective from the start.  This half will eventually need replacement, and we have no warranty or installation from the contractor when it does. 
This process has taken almost two years but we would not have gotten this far without the help of the San Diego Revdex.com and the CA Contractors State Licensing Board.
This complaint is to show the business practices and integrity of Pacific Paradise Turf to the next consumer so they may make an informed decision before hiring this company.
Please let us know if and when this is approved for a response on your website.
Feel free to call or email with further information or questions.
Thank you,
[redacted]
[redacted]

The customer had a legitimate complaint and we've been working to resolve the matter with the manufacturer/ supplier.  The original turf supplier had been bought by another company and the they stated they sold the company with liabilities while the new company stated they bought the company...

without those liabilities.  In the middle is the customer and the installation company.  While we were never responsible for paying for the replacement of the turf  (which in the end their own rep. acknowledged was defective),  we decided to cover all costs which included the new turf material for the affected area as well as the removal of the old turf and the installation of the new turf including infill sand.  The customer was not charged for anything.  We appreciate the [redacted]'s patience and demeanor during this whole time.  They had an issue, knew I was in a tough position regarding this matter, but in the end we made it right for them.[redacted]Owner
The customer had a legitimate complaint and we've been working to resolve the matter with the manufacturer/ supplier.  The original turf supplier had been bought by another company and the they stated they sold the company with liabilities while the new company stated they bought the company without those liabilities.  In the middle is the customer and the installation company.  
While we were never responsible for paying for the replacement of the turf  (which in the end their own rep. acknowledged was defective),  we decided to cover all costs which included the new turf material for the affected area as well as the removal of the old turf and the installation of the new turf including infill sand.  The customer was not charged for anything.  
We appreciate the [redacted]'s patience and demeanor during this whole time.  They had an issue, knew I was in a tough position regarding this matter, but in the end we made it right for them.
[redacted]
Owner
The customer had a legitimate complaint and we've been working to resolve the matter with the manufacturer/ supplier.  The original turf supplier had been bought by another company and the they stated they sold the company with liabilities while the new company stated they bought the company without those liabilities.  In the middle is the customer and the installation company.  
While we were never responsible for paying for the replacement of the turf  (which in the end their own rep. acknowledged was defective),  we decided to cover all costs which included the new turf material for the affected area as well as the removal of the old turf and the installation of the new turf including infill sand.  The customer was not charged for anything.  
We appreciate the [redacted]'s patience and demeanor during this whole time.  They had an issue, knew I was in a tough position regarding this matter, but in the end we made it right for them.
[redacted]
Owner

Review: A contract agreement was entered with the homeowner and contractor of Pacific Paradise Turf on October 27, 2013 to install artificial turf and walk pathways in our back yard. The job was completed with final payment on November 25, 2013. Upon completion, we pointed out that the blades of the grass were not standing up, most notably in one area. The contractor said it was because it had been stored in a roll and with time the turf would naturally stand up. He had his crew power brush it a second time which helped temporarily. The one area became more evident and flatter over time and the contractor was contacted on April 08, 2014 about the defect. The contractor inspected the turf on April 16, 2014 and told us that the manufacturer suggested adding more infill between the blades and that would help them to stand up. The contractor had his crew come out with 10 bags of infill on May 29, 2014 and power brushed it again.

On June 19, 2014 the contractor was contacted and told that the infill did not resolve the problem, especially in the 6’ x 15’ area that he was aware of. He came out to reinspect the area on July 05, 2014. The contractor then told us that the manufacturer of our turf was bought out by another company and did not think the new company would honor our 8 year warranty. He stated he would try to find a match with the original supplier and either repair or replace the problem area.

On September 08, 2014 the contractor referred us to the sales rep. that worked for the original supplier stating that he also needed to inspect the turf. The sales rep. came out on October 03, 2014 to verify that it should be replaced and he would look for a match. On October 18, 2014 it was confirmed by the sales rep. that our turf was discontinued and no longer exists. A match could not be found. The contractor was contacted on October 19, 2014 of this information with no reply.Desired Settlement: Since a year has passed, we now question the validity of our turf from the onset of our agreement. Originally, a different lower weight turf was chosen but the contractor came back with an offer for a higher weight turf stating that it was a better type of turf for the same price. Was the higher weighted turf already discontinued and did the contractor know the manufacturer of our turf was being bought out at the time of our agreement? Additionally, one of the homeowners was present during the installation of the turf and saw that part of the affected area was in fact patched. Was this also an installation error by his crew? In order for the 6’ x 15’ area to be repaired, the whole 15’ x 36’ section roll would need to be replaced in order for it to seamlessly match the rest of the yard. But because there is no match, we are asking for a similar replacement and installation of the 900 sq. ft. area that is affected. An alternate solution would be for the contractor to refund us the dollar amount for 900 sq. ft. of turf so that we may find a match that is consistent with the rest of the backyard.

Business

Response:

The customer had a legitimate complaint and we've been working to resolve the matter with the manufacturer/ supplier. The original turf supplier had been bought by another company and the they stated they sold the company with liabilities while the new company stated they bought the company without those liabilities. In the middle is the customer and the installation company. While we were never responsible for paying for the replacement of the turf (which in the end their own rep. acknowledged was defective), we decided to cover all costs which included the new turf material for the affected area as well as the removal of the old turf and the installation of the new turf including infill sand. The customer was not charged for anything. We appreciate the [redacted]'s patience and demeanor during this whole time. They had an issue, knew I was in a tough position regarding this matter, but in the end we made it right for them.[redacted]OwnerThe customer had a legitimate complaint and we've been working to resolve the matter with the manufacturer/ supplier. The original turf supplier had been bought by another company and the they stated they sold the company with liabilities while the new company stated they bought the company without those liabilities. In the middle is the customer and the installation company.