Bigfoot Turf Inc

[redacted],We would gladly deliver another load of the tan crusher fines at no charge to [redacted]. We ask that she not have the complaint posted. As we talked on the phone a week or so ago, we are sorry she isn't satisfied with the results of the work we did.GregInline image 1Bigfoot TurfOffice   ([redacted]       [redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I will ask that this matter is resolved before the end of the year, and that delivery of one load of tan crusher fines, 15 tons, is delivered before Monday, December 25.Please have the delivery company call my husband, [redacted], to schedule a date for delivery.  His cell phone is [redacted].
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have several issues in response to Jack W[redacted]'s statement. Starting from the beginning, there was not any existing soil removed from our paddock site. The crew that was originally out to do the job in August 2016 roto tilled what was there, and added 4 inches of crusher fines on top of the site. Nothing was ever removed. The material, called crusher fines, was what his company brought in, I did not pick this material based on any recommendation from "horse people". I hired G and S Solutions to decide on what would work best for our situation, since they are the "professionals." Prior customers, [redacted] and [redacted], recommended this company for paddocks, and gave a good reference on the jobs they had done at their residences.It took several calls to the company, and to Eric P[redacted], to get someone out to see the sunken areas of my paddocks.  I felt that they had not packed the original soil good enough, and then laid the crusher fines on top.  The paddocks no longer drained, and had large areas that hold water.  Extremely detrimental to my horses's health. More times than not, I was the one that had to continually call them back, because we never got a response to our requests. Even when they told us they would call back. Once Jack called my husband and said he was coming out to take a look himself.  Three weeks later, my husband called him to ask if he had been out. Jack never bothered to even let us know he had been there, let alone what the outcome was.  When my husband finally got a hold of Jack, Jack blamed the condition of the paddocks on us. Jack says we leave the horses in too many hours a day, didn't preform correct maintenance to the footing, and that it's not meant to be used the way we are using it.I'm going to address this issue now: First of all, I was very clear on what we needed from the beginning of the proposal with this company.  Paddocks are meant to hold horses off the pastures, because we do not irrigate, and the growth of the grass depends solely on rain. Our pastures would be nothing but dirt if the horses were on them all the time.  Horses do tremendous damage to ground, just by walking on it every day.  We spend hundreds of dollars every year maintaining, seeding, spraying weeds, and dragging these pastures so our horses will have decent land to graze on.  For Jack to tell me that my horses are in the paddocks too long is infuriating. They never told me there were any requirements to having this crusher fine material in the paddocks before they came to do the job.  They just came, took my money, and then said it's my fault.  Never did he,or any of the workers give us any so called instructions on "maintenance" when they installed the material. So I ask you, How is this my fault when the company did not give us any instructions to begin with?  Jack makes it sound like I didn't follow directions, when in fact, he did not give any directions or limitations to the product they charged me $4200 for.I have since spoken to [redacted] and [redacted] to see if they were given any "instructions" or told not to leave their horses on it 20 hours a day. Both said "no".Moving on, our barn does have gutters that drain off the back, and also snow dams.  Jack obviously should not be doing any work around barns or horses.  This company does not know how equine facilities work.  They have miss-represented the quality of their product.I had scheduled our re-grade date with Eric in August 2017 for September 12. When they come and regrade the area, we have to remove all the panel gates that separate three horses at the barn. This is no quick and easy task. The horses are separated because they will fight over food, and hurt each other.  So, when we expected G and S to show upon Sept 12, we had to plan a head one or two days for the containment of the horses.  We cannot move all the panels the day of work, it needs to be done ahead of time.  Mu husband had removed all the center dividers on the 11th, pending taking the exterior panels down the next morning.  I texted eric P[redacted] on the 11th to double check they would be there on the 12th.  jack sent a message saying we needed to reschedule.  Is this how a reputable business does business?  No call the day before the job to tell us they wouldn't be there?  Is is up to me to ask if they really will be there?  They came out and drug the area a week later.  We had to call twice to get this scheduled.  By then, my oldest gelding had numerous cuts and scrapes on him since we could not put up the dividers, while we waited for G and S to show up "one of these days".  exactly what I was trying to avoid in the first place. Eric P[redacted] had told me during one of several conversations that they would bring more material out to fill in the low areas. He also told me that they would be adding a 'no dust' topping also.  I asked what this additional would cost, and he told me it would cost nothing.  None of this was offered when they eventually came out and did the re-grade.The additional crusher fines we had on the driveway were for the driveway, not for the paddocks.  Jack refers to this at the end of his statement. Again, because Eric told us he was going to cover any material that needed to be added to the paddocks.  So I'm not sure why Jack even felt the need to mention this.I am extremely disappointed in the constant phone calling and texting I had to do to get any response out of this company. In the end, they did not deliver what they said they would. Eric was always very pleasant to deal with when I did speak to him.  But eventually, you can only hear "we will fix it" so many times, before you feel like you are just getting told that, and they don't intend to do it.  Then the demeaning way Jack spoke to my husband, blaming us for all of the problems with the footing- was the most UN-professional person we have ever had to deal with. You cannot blame someone for bad footing, when you never told them how they should maintain it, or maybe the plain fact that it won't work for their intended use, as Jack like to repeat.  They should have never taken the job or my money. I really like how he added "we did them a favor" at the end of his letter.  Shouldn't a company stand behind their product, especially when a customer complains within 6 months? It's not my fault that you took another 6 months to actually get out to do something with it.Of course I would like all of my money back. The paddocks are definitely better than original, but the difficulty they have put us through has been exhausting. [redacted]They did come out and re-drag our paddocks on September 22.
Regards,
[redacted]

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[redacted] In response to complaint ID [redacted] dated September 24, 2017 In August of 2016, Golf and Sport Solutions removed the existing soil and installed and laser graded new material for their paddock area, a total of 2,925 SF, which they divide into 3 small pens. This material was recommended to her from people in the “horse industry” all satisfied customers that used the same material.  In April we received a call from [redacted] and she said the footing was not working, we told her we would come out and take a look at it.  We came out and took pictures, our 1st visit was May 5th and again on July 14th, (photos attached).  In the photos their land slopes away from the barn, and due to neglect in their maintenance, the material has piled up along the rails, which is keeping it from draining .  I have never spoken to [redacted], all my communications were with her husband [redacted], I informed him that the issue wasn’t the material.  As you can see in the photos, the material has been kicked up around the bottom of the rails by the horses, creating lips around each of the pens.  We were told the horses are confined to this area 20+ hours a day.  Also, in the photo, you can see the barn has no gutters, so all moisture comes off the roof and into the pens.  We set a date for Friday September 12th to come out and regrade the area.  Weather delayed us on a project and needed to reschedule for September 14th, didn’t work for them so rescheduled for September 22nd.  Work was completed, (photo attached), at no charge. Customer brought in someone else’s crusher fines, (butter breeze, very high in silt), because they thought the area sunk and needed more material.  We regraded without the new material, satisfied when we left. [redacted]’s desire is for a complete refund for a job not done to her satisfaction?  It is clear in the photos that their maintenance practice is not up to standards. We were disappointed when we received your letter, we thought we were doing them a favor by coming back and regrading at no cost due to their neglect and/or lack of maintenance over a course of a year. Sincerely,Jack W[redacted] Golf and Sport SolutionsDirect:  [redacted]Infield Conditioners 3 Attachments