I will attempt to respond to each point that was made in the
rebuttal to my response
"The response filed by Easy Turf contains
statementsI did not call their employees "liars" (or any of their
other allegations), and they are free to supply documentation to support
this"
Well, here is the documentation "Warning: if you
want artificial, DO NOT use *** !! They lied, sexually discriminated
against me, offered refund then said no, +more!"
This was posted on *** by *** There may be
others that we did not see, but this one clearly calls us liars and claims that
we sexually discriminated against her (and her husband, apparently)
"These people are not professional, they lied, they
didn't keep their word when they told us a refund was "definitely an
option" just two days agoStay FAR away from these people!!"
Here is another documented instance of where she publicly
called us liars This was posted on *** (check out her other
posts on *** to get a sense of what we are dealing with here) This does
not even account for the verbal abuse and accusations that are not so easily
documented
There is some lying going on, but not by us
Point two: "all of our correspondence was via
emails so that I would have written record of what had transpired Easy
Turf did, in fact, initially offer us a full refund"
The fact is that there was unlawful video and audio taping of our conversations and site visits, but none of it supports their claims
They claim that they have a record of everything that was said, but cannot back up the claim that we offered a full refund because it never happened Why would be replace perfectly
good turf just because of some weeds? A), that turf does not need to be
replaced, B), the weeds were not caused by us or our product We have
repeatedly offered to help her resolve her weed issue She initially
agreed to accept our help and then, without any notice, flipped and contacted
the Revdex.com, Yelp and Twitter (and God knows who else)
Point three: "they sold me a product knowing it
would fail" This point was made regarding the fact that their
neighbors also have Nutsedge in their natural grass lawn The ***'s
know full well that we discovered this fact while we were at their home trying
to problem solve their Nutsedge issue The comment was made that your
neighbor probably has the same weed and it may have even migrated over from
there When we walked next door, sure enough, they had Nutsedge in their
lawn From that exchange, she derived that we knew about the problem and
sold her something that was going to fail First of all, her turf hasn't
failed in the least It needs treatment for weeds and the longer they
wait, the worse it will get Second, we had no way of knowing that their
neighborhood had Nutsedge without canvassing her neighbors in advance and we
certainly did not do that
Much of the rest of their response goes on about the cost and
difficulty of treating their Nutsedge She claims (on Yelp) that it would
cost $5,per week Again, complete and utter nonsense It does
usually take several treatments as this is a particularly nasty week, but they
could purchase enough Sedgehammer to treat their problem for about $TOTAL
We would even agree to pay for it, we simply are not allowed, by law, to
apply it The homeowner can apply it or a certified applicator can apply
it We are neither All of this was calmly explained, on more than
one occasion They simply chose not to believe us Ms*** has
a way of twisting words and/or creating them out of whole cloth unlike anyone
that we have met before
They then attack our sales person and claim he is doing
work on the side This relates to the fact that he had agreed to assist
in designing their backyard for them in addition to selling them turf for the
front yard When he did not return her calls quickly enough, she
went after him, and us, through the Revdex.com and social media
This is the last correspondence that we had with the
***'s (outside of this) “We will NOT be taking you up on your
"option" (the option we offered was to assist in getting the Nutsedge treated)We will chalk it up to a lesson learned, as we move forward
to tear it out ourselves as soon as we can arrange for a contractor to design a
courtyardWe will, however, warn all of our friends, family, co-workers, and
neighbors about the workings of your company, how poorly we were treated, and
how much we were lied to.” (There is a third documented time that she calls us liars, but claims to the Revdex.com that it never happened.)
“You made a huge mistake.”
“Do NOT have your team show up at our house on
Saturday, May 30th, as plannedDo not let your employees on our property on
ANY DATE, as we will call the policeWe will NOT do business with you or your
company, and you are NOT permitted on our property for any reason, on any day
Our HOA has been notified.”
We had planned to be at their house on May 30th,
until we got this email completely out of the blue
We sincerely hope that the ***'s enjoy their new
courtyard We wish their new contractor the best of luck
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I OBVIOUS WAS THE CUSTOMER AS MY CREDIT CARD SHOWS AND THEY AGREE THEY WERE AT MY HOME REINSTALLING TURF THAT WAS MISMATCHED*** IS THE GENTLEMAN WHO, IN ADDITION TO DOING A GREAT DEAL OF WORK AT MY HOME, INSTALLED THE TURF THAT I PURCHASED ON TWO OCCASIONSHE DID A GREAT WITH THE INSTALLHE WAS ITH ME WHEN I MADE BOTH PURCHASES.REGARDING THE PRICE, I REALLY DON'T BELIEVE WHEN YOU PURCHASE SOMETHING ON SALE YOU ARE GETTING INFERIOR PRODUCTS---IN THIS CASE MISMATCHED TURFTHE MISMATCHED BATCH WAS PURCHASED ON ONE OCCASION AND WAS SOLELY INSTALLED IN THE ONE ARE IN QUESTIONTHE OTHER TURF I PURCHASED WAS USED IN SMALLER AREAS AND WAS FINE AND INSTALLED WELL BY ***.EASYTURF DID AGREE TO REPLACE THE MISMATCHED TURF, BUT ONLY AFTER MUCH TIME PASSED AND I CALLED THEIR PARENT COMPANY, FIELD TURF IN CANADA, CANADA INSTRUCTED EASYTURF TO REPLACE AN INSTALL THE NEW TURF* HAD NOTHING TO DO WITH THE REINSTALL UNTIL THE UNHAPPY EASYTURF PEOPLE DECIDED TO LEAVE MY PREMISES IN THE MIDDLE OF THEIR INSTALL---THEY DID NOT WANT TO BE HERE AT MY HOMETHEY MADE A DEAL WITH *** TO FINISH THE JOB AND ALL THE INITIAL TURF WAS GIVEN TO *** AS PAYMENTTHAT'S WHERE THE TURF WENT!!!! EASYTURF DID NOT HELP ***---THEY WERE THE INSTALLERS AS PER INSTRUCTIONS FROM CANADA AND SIMPLY LEFT IN THE MIDDLE OF THE JOB*** ATTEMPTED TO FIX THE UNFINISHED JOB;, HOWEVER, IT WAS QUITE A MES TO FIX!!THE LAST SENTENCE OF MR***'S NOTE STATES THAT I ATTEMPTED TO GET EASYTURF TO REINSTALL TURF THAT I NEVER PAID THEM IN INITIALLY INSTALLTHAT'S BECAUSE I PAID *** TO DO THE INSTALLATIONHE DID A GREAT JOB, BUT THEN FIELD TURF TOLD EASYTURF TO GET NEW TURF TO MY HOME AND TO INSTALL IT.THANK YOU.*** P***
Thank you for the opportunity to respond to this complaint We have quite an extensive history of trying to satisfy this customer The product was installed on August 8, and was signed for as meeting expectations The job was paid in full on August 13, Certainly,
if he felt the product was defective, the time to bring that up was before making the final payment
It is our intention to exceed the expectations of every customer We succeed almost every time Sometimes we agree to "fix" things that aren't really broken in order to maintain this high satisfaction level In this case, we agreed to replace perfectly good turf in an attempt to satisfy Mr*** Unfortunately, that did not satisfy him, nor did the second replacement Replacements are almost unheard of, but two replacements and the expectation of a third is going beyond even what we are willing to do in the name of customer satisfaction Mr*** complaint is about faint lines in the turf that are a part of the manufacturing process His neighbor even has artificial turf with visible lines and Mr*** had seen them before he ever contacted us
In addition, Mr*** has been verbally abusive to my salesperson, my service people and my customer service team Before we would agree to anything further, he would have to agree to speak reasonably to my employees It is not appropriate that they be subjected to that type of abuse They have all already gone beyond the norm in an attempt to satisfy Mr***
The workmen were very willing to please and have done everything possible to get the results that will last for years We have a beautiful back lawnThanks to EASY TURF!!
Let me respond to your response point by point, in your own words:
In your original complaint, you stated "I signed a Home Improvement contract" In your response you state "we signed a temporary contract" There is no such thing You signed a legally binding contract which we graciously allowed you to get out of when it became clear to us that it would not be wise for us to proceed based on how you treated my employees
You state in your rebuttal that "she was never ballistic" While that was the word that my people used to describe her rants on the phone over receiving a card in the mail, I will go with your own words which were "we were livid" and "my wife reamed them out" There is no sense parsing words, it is pretty clear what happened
You state that you want an apology from EasyTurf for "failing to honor our original agreement" First of all, you have already received an apology from ***, secondly, you are the one that failed to honor a legally binding contract over a phone call and a post card trying to get your install completed
You clearly have a bias against contractors, even honest and ethical ones, because you've "been bullied and harassed by contractors in the past" Well, we are not those contractors We don't bully or harass anyone We install more synthetic turf than anyone else by quite a large margin and we do that by treating our customers as we would expect to be treated if the roles were reversed There was no pleasing you if sending a post card and making a phone call several months after you signed an installation contract results in all of this I will not allow my employees to be subjected to abuse by unreasonable customers any more than I will allow them to treat any customer with less than the utmost respect
We are done here You have my word that I will not hold you to the legally binding contract that you signed back in April You are free to find another contractor to complete your project If you treat them like you treated my employees, don't expect any better of a result
We had just purchased a new home and decided to install turf in our backyardWe have Rose Horton, design consultant, come out and walk us through the entire processShe was very professional and personal at the same timeShe made us very comfortable and confident that EasyTurf was the right company choice for usThe teams that came out to install the turf were also very professional and courteousYou could tell they were proficient in their line of work and did an excellent job installing the turf and keeping us updated as they progressed through the stagesAll together it took only days to have our yard transformed into a beautiful oasis
Regarding this complaint, a check in the amount of $has been written in the name of *** *** and will be mailed to her address on Wednesday, September 10, This is in agreement to her complaint and is intended to cover costs of sprinkler repairs
Thank
you for your assistance
*** ***
President
EasyTurf, Inc
Mrand Mrs***,
I am not sure how else to respond I explained that what you are seeing is differing light refraction in my last response Your turf is not discolored It is not failing It is not advertising It is not a breech of warranty Your turf will last far longer than the years that you mentioned in your response The fact that a sales rep did not immediately return your calls does not mean that he agrees with you or was hiding from you I don't condone his not getting back to you, but it had nothing to do with your turf He is very busy and has many, many satisfied customers both before and after your installation, as do our many other sales reps
FieldTurf manufactured the turf that we installed in your yard You are welcome to contact them, but they will only confirm what I have already told you because it is factual
I am truly sorry that you are not totally satisfied with your EasyTurf installation We pride ourselves on our high satisfaction levels, which leads to the very high rate of referral business that we enjoy I am willing to discuss some consideration but not a complete replacement or a total refund plus $
Regards,
*** ***
President/CEO
EasyTurf, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
fading in excess of 10% of original colorfading in exess of 10% of the original color. The Sample I was given of Nutmeg Lush and what I have installed in my backyard is definitely 10% or more fadedI believe that the before and after pictures (which is only months since we purchased) has changed in color, and the mow lines are more define and do not blend in. Your picture shown on your web-site and show room do not have what I have installed. These changes occurred after two months of installation. I should have been showed the before and after of picture, if this is what is going to happen to the color, and to your lawn after two months. We called your Sales Representative who sold us this turf *** ***, he would never return our call, which makes me believe that he even knew this would happen. It took another month to get a customer service to send a rep to come and take look, I quote he said "I've never seen anything like this." Then finally your Manager *** *** comes takes pictures and says he would work with replacing this, only to tells us a week latter "No." I believe as the owner of the company you need to look at the extreme difference between the installation pictures and what it looks like now. Could you honestly say that your company represents your product Eazy Turf product is advertised as highly durable with an year warranty against
fading in excess of 10% of original color;
fading in excess of 10% of original cexcess of 10% of the original color. The Sample I was given of Nutmeg Lush and what I have installed in my backyard is definitely 10% or more fadedI believe that the before and after pictures (which is only months since we purchased) has changed in color, and the mow lines are more define and do not blend in
Easyturf product is advertised as highly Durable with a year warranty against fadingThe pictures on EasyTurf web-site as well as their show room do not have what I have installed (mow lines and discoloration) My turf when installed had no mow lines nor Discoloration These changes occurred after two months of installation.
I feel that my situation was a result of advertising I should have been showed the before and after of picture, if this is what is going to occur to my lawn after two months.
We called your Sales Representative who sold us this turf *** ***He would never return our call, which makes me believe that he even knew this would happen. It took another month to get a customer service to send a rep to come and take look, I quote he said "I've never seen anything like this." Then finally your Manager *** *** comes takes pictures and says he would work with replacing this, only to tells us a week latter "No."
I believe as the owner of the company you need to look at the extreme difference between the installation pictures and what it looks like now. Could you honestly say that your company represents your product truthfully? I feel that as the president of Eazyturf you are being compliant with my situation and this is a breech of warrantyBut most of all your don't stand behind your products, and as a consumer you don't care to fix this problemI would like my turf to be reinstalled, or take away the turf give a credit plus $for my time I also will report my complaint to Field turf
Regards,
*** *** *** ***
***,
Mr*** is once again twisting words and reality in his response Here are the facts:
S&L Landscape came to our facility during a parking lot sale and purchased some discontinued turf
Apparently, Mr*** was with him as his credit card was used
At no time was an installation discussed, nor was it contracted for
One of the pieces of turf that *** (S&L Landscape) purchased did not match the rest
The turf was purchased over two separate visits and nothing was requested, nor promised, regarding matching
We were told that the turf was for several different areas, so we did not question their selections
The sale was made during a parking lot (clearance) sale (photos attached) and the invoice was clearly marked "all sales are final"
As you can see in the photos, this is clearly a rummage sale for turf* (and Mr***) were clearly bargain hunting
After we were informed of the mismatched turf, we first told Mr*** that "all sales were final", but he was persistent enough that we made an exception and replaced his turf for free
We had to replace his obsolete turf with a more expensive product because there was no more close out turf available
Unfortunately, that wasn't enough for him as now he wants a free installation on top of the free (upgraded) turf
We did agree to send one of our service technicians to assist *** (who was struggling) for a day, but in no way agreed to do any installation work for Mr***
In fact, we made it clear to him that we could not recommend turf where he expected *** to install it It was too steep of a hillside
All of this occurred well over a year ago and neither Mr***, nor *** contacted us during this time.
Out of the blue, Mr*** started calling everyone he could reach at our parent company in Montreal
When that didn't work, he filed a complaint with the Revdex.com
We went well beyond what was required of us when we replaced his obsolete turf at no charge even though it was purchased at closeout
Mr*** keeps repeating that we are being pressured to assist him by our parent company in Montreal Nothing could be further from the truth and he knows it He has been told to NEVER call there again by the CEO of FieldTurf because he had been harassing so many of his employees No one from Montreal ever told us to do anything and, in fact, they told me that I made a mistake in changing out the turf because it was clearly sold "as is"
We run these parking lot sales several times a year at each of our two locations We have made literally thousands of sales at them and this is the only time that we have had a customer who, after getting a great deal on closeout merchandise, has come back and tried to get something else for nothing Every single other customer has understood what they were buying and the meaning of "all sales are final" We made an exception in this case and replaced the turf anyway (in the interest of customer satisfaction and to get him to quit calling and harassing our employees) but it only seems to have encouraged Mr*** to try to get even more for free (after letting over a year pass without saying a word)
In closing, Mr*** has gotten well more than he paid for and should have no issue with us We all make choices He chose to hire a handyman to do his turf installation instead of a professional turf company He chose to purchase closeout turf at a parking lot sale instead of buying first quality goods at regular prices
Regards,
*** ***
President/CEO
EasyTurf
There is nothing confusing about my response Your turf is not defective I cannot personally speak to the first installation or the piece that you say was never installed, but what I am seeing in your photo of this installation is perfectly normal The light lines that are visible in the photo are a difference in the way that the sunlight is reflected off of the blades *** tried to explain this to you, but may not have been clear enough There is no color variation There is nothing wrong with the fiber What you are seeing is the light hitting certain rows of blades differently than others This is completely with synthetic turf and I can send you literally thousands of photos showing the same thing, both our turf and our competitors What you are not happy about is not an EasyTurf issue, it is is common across the industry, so common that we have all come to call them mow lines I have people working for me that have worked for other manufacturers (including ***) and they will all tell you that this is normal As you use the turf, this will typically diminish over time I am sorry that you are not completely satisfied with your installation, but we have already replaced it once and, I am concerned that if we do it again, we will still not be able to satisfy you
Regards
Mrand Mrs. ***,
As we have explained to you, the turf
is not defective What you see are faint lines in the turf, commonly referred to as mow lines, that are caused by the way that the blades are laying and refracting the light There has been no loss of color or color change There has been no change in the effectiveness of the turf or the durability of the turf This phenomonon is the same for all manufacturers, despite what you may have been told by one of our competitors I have seen these same lines manifest themselves in all of our competitors installations because it is not a defect, it is a result of the way that the turf reflects the light of the sun
We are open to reasonable options to improve your satisfaciton, but we do not consider replacing the turf or refunding your money to be reasonable
Sincerely,
*** ***
President
EasyTurf
We had a fantastic experience with Easy Turf* ** was our sales person and he did a fantastic jobHe answered all of our questions in a professional, yet approachable wayHis follow up was quick and he has continued to follow up with us to make sure everything is to our likingThey came in and had to dig though concrete in my backyard to lay the grassThey dug it up, cleaned everything and hauled the debris away, and laid the grass in a very timely mannerWe love the look and feel of the grassI have a pound dog and so far the product has proven to be durableMy dog loves it back there! I only wish we would done this soonerWe would recommend them to anyone that is looking to lay artificial turfGreat job guys!
Easy Turf was quick to respond with a good reasonable quote and complete the work in a very short period of time after a very short notice -- The final bill, once work was completed was exactly to the penny of their quote I highly recommend them--
Easy turf has done two separate jobs for me. I could not be happier. [redacted] did great work from start to finish. The company is top notch. Honest, reliable, and genuinely concerned about the customer. Their product is the best available.
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.
My wife and I are very disappointed by the response the president of the company given that his version of what he feels happened is NOT what really happened. We're honest people and we told the rep from the company ( [redacted] ) from day ONE that we would let them know when we wanted the install to happen. Period. He agreed with us, we signed a temporary contract and left it at that. We figured we'd be the ones making the next move, and while we had hoped for a July install, it wasn't feasible to do so when July rolled around and to our surprise, Easy Turf actually sent us a card in the mail stating that an install date was now on the books. Of course that upset us. My wife called [redacted] and they spoke and both agreed that she would call Easy Turf when we were ready, per the original agreement. She was never ballistic as the president of the company stated and frankly it offends me that he would speak about my wife that way given she spoke to one of his reps and not him specifically. As well, we both find it interesting that while the president of the company boasts that Easy Turf has done nothing wrong and doesn't need to apologize, his own rep [redacted] wrote an email to both of us apologizing for having upset us and stating that he was sorry. This apology came after the second attempt by Easy Turf to push an instal date on us happened again, this time for that date in October. They didn't 'suggest' that install date, they said it was arranged and unless we called to state otherwise, it was on the books. [redacted]'s apology came after both that second attempt and our complaint to the Revdex.com had been filed.
Perhaps the president of the company should speak to his employees who tell clients that an install is happening on a certain date that it's not a suggestion at that point but a date on the books; he should also ask his employees why they send an email apology if they haven't done anything wrong. We still have that email from [redacted] by the way.
Regards,
[redacted]
I will attempt to respond to each point that was made in the
rebuttal to my response
"The response filed by Easy Turf contains
statementsI did not call their employees "liars" (or any of their
other allegations), and they are free to supply documentation to support
this"
Well, here is the documentation "Warning: if you
want artificial, DO NOT use *** !! They lied, sexually discriminated
against me, offered refund then said no, +more!"
This was posted on *** by *** There may be
others that we did not see, but this one clearly calls us liars and claims that
we sexually discriminated against her (and her husband, apparently)
"These people are not professional, they lied, they
didn't keep their word when they told us a refund was "definitely an
option" just two days agoStay FAR away from these people!!"
Here is another documented instance of where she publicly
called us liars This was posted on *** (check out her other
posts on *** to get a sense of what we are dealing with here) This does
not even account for the verbal abuse and accusations that are not so easily
documented
There is some lying going on, but not by us
Point two: "all of our correspondence was via
emails so that I would have written record of what had transpired Easy
Turf did, in fact, initially offer us a full refund"
The fact is that there was unlawful video and audio taping of our conversations and site visits, but none of it supports their claims
They claim that they have a record of everything that was said, but cannot back up the claim that we offered a full refund because it never happened Why would be replace perfectly
good turf just because of some weeds? A), that turf does not need to be
replaced, B), the weeds were not caused by us or our product We have
repeatedly offered to help her resolve her weed issue She initially
agreed to accept our help and then, without any notice, flipped and contacted
the Revdex.com, Yelp and Twitter (and God knows who else)
Point three: "they sold me a product knowing it
would fail" This point was made regarding the fact that their
neighbors also have Nutsedge in their natural grass lawn The ***'s
know full well that we discovered this fact while we were at their home trying
to problem solve their Nutsedge issue The comment was made that your
neighbor probably has the same weed and it may have even migrated over from
there When we walked next door, sure enough, they had Nutsedge in their
lawn From that exchange, she derived that we knew about the problem and
sold her something that was going to fail First of all, her turf hasn't
failed in the least It needs treatment for weeds and the longer they
wait, the worse it will get Second, we had no way of knowing that their
neighborhood had Nutsedge without canvassing her neighbors in advance and we
certainly did not do that
Much of the rest of their response goes on about the cost and
difficulty of treating their Nutsedge She claims (on Yelp) that it would
cost $5,per week Again, complete and utter nonsense It does
usually take several treatments as this is a particularly nasty week, but they
could purchase enough Sedgehammer to treat their problem for about $TOTAL
We would even agree to pay for it, we simply are not allowed, by law, to
apply it The homeowner can apply it or a certified applicator can apply
it We are neither All of this was calmly explained, on more than
one occasion They simply chose not to believe us Ms*** has
a way of twisting words and/or creating them out of whole cloth unlike anyone
that we have met before
They then attack our sales person and claim he is doing
work on the side This relates to the fact that he had agreed to assist
in designing their backyard for them in addition to selling them turf for the
front yard When he did not return her calls quickly enough, she
went after him, and us, through the Revdex.com and social media
This is the last correspondence that we had with the
***'s (outside of this) “We will NOT be taking you up on your
"option" (the option we offered was to assist in getting the Nutsedge treated)We will chalk it up to a lesson learned, as we move forward
to tear it out ourselves as soon as we can arrange for a contractor to design a
courtyardWe will, however, warn all of our friends, family, co-workers, and
neighbors about the workings of your company, how poorly we were treated, and
how much we were lied to.” (There is a third documented time that she calls us liars, but claims to the Revdex.com that it never happened.)
“You made a huge mistake.”
“Do NOT have your team show up at our house on
Saturday, May 30th, as plannedDo not let your employees on our property on
ANY DATE, as we will call the policeWe will NOT do business with you or your
company, and you are NOT permitted on our property for any reason, on any day
Our HOA has been notified.”
We had planned to be at their house on May 30th,
until we got this email completely out of the blue
We sincerely hope that the ***'s enjoy their new
courtyard We wish their new contractor the best of luck
Revdex.com:
* HAD NOTHING TO DO WITH THE REINSTALL UNTIL THE UNHAPPY EASYTURF PEOPLE DECIDED TO LEAVE MY PREMISES IN THE MIDDLE OF THEIR INSTALL---THEY DID NOT WANT TO BE HERE AT MY HOMETHEY MADE A DEAL WITH *** TO FINISH THE JOB AND ALL THE INITIAL TURF WAS GIVEN TO *** AS PAYMENTTHAT'S WHERE THE TURF WENT!!!! EASYTURF DID NOT HELP ***---THEY WERE THE INSTALLERS AS PER INSTRUCTIONS FROM CANADA AND SIMPLY LEFT IN THE MIDDLE OF THE JOB*** ATTEMPTED TO FIX THE UNFINISHED JOB;, HOWEVER, IT WAS QUITE A MES TO FIX!!THE LAST SENTENCE OF MR***'S NOTE STATES THAT I ATTEMPTED TO GET EASYTURF TO REINSTALL TURF THAT I NEVER PAID THEM IN INITIALLY INSTALLTHAT'S BECAUSE I PAID *** TO DO THE INSTALLATIONHE DID A GREAT JOB, BUT THEN FIELD TURF TOLD EASYTURF TO GET NEW TURF TO MY HOME AND TO INSTALL IT.THANK YOU.*** P***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I OBVIOUS WAS THE CUSTOMER AS MY CREDIT CARD SHOWS AND THEY AGREE THEY WERE AT MY HOME REINSTALLING TURF THAT WAS MISMATCHED*** IS THE GENTLEMAN WHO, IN ADDITION TO DOING A GREAT DEAL OF WORK AT MY HOME, INSTALLED THE TURF THAT I PURCHASED ON TWO OCCASIONSHE DID A GREAT WITH THE INSTALLHE WAS ITH ME WHEN I MADE BOTH PURCHASES.REGARDING THE PRICE, I REALLY DON'T BELIEVE WHEN YOU PURCHASE SOMETHING ON SALE YOU ARE GETTING INFERIOR PRODUCTS---IN THIS CASE MISMATCHED TURFTHE MISMATCHED BATCH WAS PURCHASED ON ONE OCCASION AND WAS SOLELY INSTALLED IN THE ONE ARE IN QUESTIONTHE OTHER TURF I PURCHASED WAS USED IN SMALLER AREAS AND WAS FINE AND INSTALLED WELL BY ***.EASYTURF DID AGREE TO REPLACE THE MISMATCHED TURF, BUT ONLY AFTER MUCH TIME PASSED AND I CALLED THEIR PARENT COMPANY, FIELD TURF IN CANADA, CANADA INSTRUCTED EASYTURF TO REPLACE AN INSTALL THE NEW TURF
Thank you for the opportunity to respond to this complaint We have quite an extensive history of trying to satisfy this customer The product was installed on August 8, and was signed for as meeting expectations The job was paid in full on August 13, Certainly,
if he felt the product was defective, the time to bring that up was before making the final payment
It is our intention to exceed the expectations of every customer We succeed almost every time Sometimes we agree to "fix" things that aren't really broken in order to maintain this high satisfaction level In this case, we agreed to replace perfectly good turf in an attempt to satisfy Mr*** Unfortunately, that did not satisfy him, nor did the second replacement Replacements are almost unheard of, but two replacements and the expectation of a third is going beyond even what we are willing to do in the name of customer satisfaction Mr*** complaint is about faint lines in the turf that are a part of the manufacturing process His neighbor even has artificial turf with visible lines and Mr*** had seen them before he ever contacted us
In addition, Mr*** has been verbally abusive to my salesperson, my service people and my customer service team Before we would agree to anything further, he would have to agree to speak reasonably to my employees It is not appropriate that they be subjected to that type of abuse They have all already gone beyond the norm in an attempt to satisfy Mr***
The workmen were very willing to please and have done everything possible to get the results that will last for years We have a beautiful back lawnThanks to EASY TURF!!
Let me respond to your response point by point, in your own words:
In your original complaint, you stated "I signed a Home Improvement contract" In your response you state "we signed a temporary contract" There is no such thing You signed a legally binding contract which we graciously allowed you to get out of when it became clear to us that it would not be wise for us to proceed based on how you treated my employees
You state in your rebuttal that "she was never ballistic" While that was the word that my people used to describe her rants on the phone over receiving a card in the mail, I will go with your own words which were "we were livid" and "my wife reamed them out" There is no sense parsing words, it is pretty clear what happened
You state that you want an apology from EasyTurf for "failing to honor our original agreement" First of all, you have already received an apology from ***, secondly, you are the one that failed to honor a legally binding contract over a phone call and a post card trying to get your install completed
You clearly have a bias against contractors, even honest and ethical ones, because you've "been bullied and harassed by contractors in the past" Well, we are not those contractors We don't bully or harass anyone We install more synthetic turf than anyone else by quite a large margin and we do that by treating our customers as we would expect to be treated if the roles were reversed There was no pleasing you if sending a post card and making a phone call several months after you signed an installation contract results in all of this I will not allow my employees to be subjected to abuse by unreasonable customers any more than I will allow them to treat any customer with less than the utmost respect
We are done here You have my word that I will not hold you to the legally binding contract that you signed back in April You are free to find another contractor to complete your project If you treat them like you treated my employees, don't expect any better of a result
We had just purchased a new home and decided to install turf in our backyardWe have Rose Horton, design consultant, come out and walk us through the entire processShe was very professional and personal at the same timeShe made us very comfortable and confident that EasyTurf was the right company choice for usThe teams that came out to install the turf were also very professional and courteousYou could tell they were proficient in their line of work and did an excellent job installing the turf and keeping us updated as they progressed through the stagesAll together it took only days to have our yard transformed into a beautiful oasis
Regarding this complaint, a check in the amount of $has been written in the name of *** *** and will be mailed to her address on Wednesday, September 10, This is in agreement to her complaint and is intended to cover costs of sprinkler repairs
Thank
you for your assistance
*** ***
President
EasyTurf, Inc
Mrand Mrs***,
I am not sure how else to respond I explained that what you are seeing is differing light refraction in my last response Your turf is not discolored It is not failing It is not advertising It is not a breech of warranty Your turf will last far longer than the years that you mentioned in your response The fact that a sales rep did not immediately return your calls does not mean that he agrees with you or was hiding from you I don't condone his not getting back to you, but it had nothing to do with your turf He is very busy and has many, many satisfied customers both before and after your installation, as do our many other sales reps
FieldTurf manufactured the turf that we installed in your yard You are welcome to contact them, but they will only confirm what I have already told you because it is factual
I am truly sorry that you are not totally satisfied with your EasyTurf installation We pride ourselves on our high satisfaction levels, which leads to the very high rate of referral business that we enjoy I am willing to discuss some consideration but not a complete replacement or a total refund plus $
Regards,
*** ***
President/CEO
EasyTurf, Inc
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
fading in excess of 10% of original colorfading in exess of 10% of the original color. The Sample I was given of Nutmeg Lush and what I have installed in my backyard is definitely 10% or more fadedI believe that the before and after pictures (which is only months since we purchased) has changed in color, and the mow lines are more define and do not blend in. Your picture shown on your web-site and show room do not have what I have installed. These changes occurred after two months of installation. I should have been showed the before and after of picture, if this is what is going to happen to the color, and to your lawn after two months. We called your Sales Representative who sold us this turf *** ***, he would never return our call, which makes me believe that he even knew this would happen. It took another month to get a customer service to send a rep to come and take look, I quote he said "I've never seen anything like this." Then finally your Manager *** *** comes takes pictures and says he would work with replacing this, only to tells us a week latter "No." I believe as the owner of the company you need to look at the extreme difference between the installation pictures and what it looks like now. Could you honestly say that your company represents your product Eazy Turf product is advertised as highly durable with an year warranty against
fading in excess of 10% of original color;
fading in excess of 10% of original cexcess of 10% of the original color. The Sample I was given of Nutmeg Lush and what I have installed in my backyard is definitely 10% or more fadedI believe that the before and after pictures (which is only months since we purchased) has changed in color, and the mow lines are more define and do not blend in
Easyturf product is advertised as highly Durable with a year warranty against fadingThe pictures on EasyTurf web-site as well as their show room do not have what I have installed (mow lines and discoloration) My turf when installed had no mow lines nor Discoloration These changes occurred after two months of installation.
I feel that my situation was a result of advertising I should have been showed the before and after of picture, if this is what is going to occur to my lawn after two months.
We called your Sales Representative who sold us this turf *** ***He would never return our call, which makes me believe that he even knew this would happen. It took another month to get a customer service to send a rep to come and take look, I quote he said "I've never seen anything like this." Then finally your Manager *** *** comes takes pictures and says he would work with replacing this, only to tells us a week latter "No."
I believe as the owner of the company you need to look at the extreme difference between the installation pictures and what it looks like now. Could you honestly say that your company represents your product truthfully? I feel that as the president of Eazyturf you are being compliant with my situation and this is a breech of warrantyBut most of all your don't stand behind your products, and as a consumer you don't care to fix this problemI would like my turf to be reinstalled, or take away the turf give a credit plus $for my time I also will report my complaint to Field turf
Regards,
*** *** *** ***
Was very happy with the work that Easy Turf did for usVery professional and they did an awesome transformation of our yard,
***,
Attached is my Visa billSee two charges with EasyturfThey told you I was not a customer
*** ***
***,
* (and Mr***) were clearly bargain hunting
Mr*** is once again twisting words and reality in his response Here are the facts:
S&L Landscape came to our facility during a parking lot sale and purchased some discontinued turf
Apparently, Mr*** was with him as his credit card was used
At no time was an installation discussed, nor was it contracted for
One of the pieces of turf that *** (S&L Landscape) purchased did not match the rest
The turf was purchased over two separate visits and nothing was requested, nor promised, regarding matching
We were told that the turf was for several different areas, so we did not question their selections
The sale was made during a parking lot (clearance) sale (photos attached) and the invoice was clearly marked "all sales are final"
As you can see in the photos, this is clearly a rummage sale for turf
After we were informed of the mismatched turf, we first told Mr*** that "all sales were final", but he was persistent enough that we made an exception and replaced his turf for free
We had to replace his obsolete turf with a more expensive product because there was no more close out turf available
Unfortunately, that wasn't enough for him as now he wants a free installation on top of the free (upgraded) turf
We did agree to send one of our service technicians to assist *** (who was struggling) for a day, but in no way agreed to do any installation work for Mr***
In fact, we made it clear to him that we could not recommend turf where he expected *** to install it It was too steep of a hillside
All of this occurred well over a year ago and neither Mr***, nor *** contacted us during this time.
Out of the blue, Mr*** started calling everyone he could reach at our parent company in Montreal
When that didn't work, he filed a complaint with the Revdex.com
We went well beyond what was required of us when we replaced his obsolete turf at no charge even though it was purchased at closeout
Mr*** keeps repeating that we are being pressured to assist him by our parent company in Montreal Nothing could be further from the truth and he knows it He has been told to NEVER call there again by the CEO of FieldTurf because he had been harassing so many of his employees No one from Montreal ever told us to do anything and, in fact, they told me that I made a mistake in changing out the turf because it was clearly sold "as is"
We run these parking lot sales several times a year at each of our two locations We have made literally thousands of sales at them and this is the only time that we have had a customer who, after getting a great deal on closeout merchandise, has come back and tried to get something else for nothing Every single other customer has understood what they were buying and the meaning of "all sales are final" We made an exception in this case and replaced the turf anyway (in the interest of customer satisfaction and to get him to quit calling and harassing our employees) but it only seems to have encouraged Mr*** to try to get even more for free (after letting over a year pass without saying a word)
In closing, Mr*** has gotten well more than he paid for and should have no issue with us We all make choices He chose to hire a handyman to do his turf installation instead of a professional turf company He chose to purchase closeout turf at a parking lot sale instead of buying first quality goods at regular prices
Regards,
*** ***
President/CEO
EasyTurf
overall excellent experience, from start to finishThe crew showed up on time and finished the job in one daylooks awesome!
East Turf has been very easy to deal withJohn exceptionally nice guy Turf looks good but need it to be in place longer for final review
There is nothing confusing about my response Your turf is not defective I cannot personally speak to the first installation or the piece that you say was never installed, but what I am seeing in your photo of this installation is perfectly normal The light lines that are visible in the photo are a difference in the way that the sunlight is reflected off of the blades *** tried to explain this to you, but may not have been clear enough There is no color variation There is nothing wrong with the fiber What you are seeing is the light hitting certain rows of blades differently than others This is completely with synthetic turf and I can send you literally thousands of photos showing the same thing, both our turf and our competitors What you are not happy about is not an EasyTurf issue, it is is common across the industry, so common that we have all come to call them mow lines I have people working for me that have worked for other manufacturers (including ***) and they will all tell you that this is normal As you use the turf, this will typically diminish over time I am sorry that you are not completely satisfied with your installation, but we have already replaced it once and, I am concerned that if we do it again, we will still not be able to satisfy you
Regards
Mrand Mrs. ***,
As we have explained to you, the turf
is not defective What you see are faint lines in the turf, commonly referred to as mow lines, that are caused by the way that the blades are laying and refracting the light There has been no loss of color or color change There has been no change in the effectiveness of the turf or the durability of the turf This phenomonon is the same for all manufacturers, despite what you may have been told by one of our competitors I have seen these same lines manifest themselves in all of our competitors installations because it is not a defect, it is a result of the way that the turf reflects the light of the sun
We are open to reasonable options to improve your satisfaciton, but we do not consider replacing the turf or refunding your money to be reasonable
Sincerely,
*** ***
President
EasyTurf
We had a fantastic experience with Easy Turf
* ** was our sales person and he did a fantastic jobHe answered all of our questions in a professional, yet approachable wayHis follow up was quick and he has continued to follow up with us to make sure everything is to our likingThey came in and had to dig though concrete in my backyard to lay the grassThey dug it up, cleaned everything and hauled the debris away, and laid the grass in a very timely mannerWe love the look and feel of the grassI have a pound dog and so far the product has proven to be durableMy dog loves it back there! I only wish we would done this soonerWe would recommend them to anyone that is looking to lay artificial turfGreat job guys!
Easy Turf was quick to respond with a good reasonable quote and complete the work in a very short period of time after a very short notice -- The final bill, once work was completed was exactly to the penny of their quote I highly recommend them--
Easy turf has done two separate jobs for me. I could not be happier. [redacted] did great work from start to finish. The company is top notch. Honest, reliable, and genuinely concerned about the customer. Their product is the best available.
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.
My wife and I are very disappointed by the response the president of the company given that his version of what he feels happened is NOT what really happened. We're honest people and we told the rep from the company ( [redacted] ) from day ONE that we would let them know when we wanted the install to happen. Period. He agreed with us, we signed a temporary contract and left it at that. We figured we'd be the ones making the next move, and while we had hoped for a July install, it wasn't feasible to do so when July rolled around and to our surprise, Easy Turf actually sent us a card in the mail stating that an install date was now on the books. Of course that upset us. My wife called [redacted] and they spoke and both agreed that she would call Easy Turf when we were ready, per the original agreement. She was never ballistic as the president of the company stated and frankly it offends me that he would speak about my wife that way given she spoke to one of his reps and not him specifically. As well, we both find it interesting that while the president of the company boasts that Easy Turf has done nothing wrong and doesn't need to apologize, his own rep [redacted] wrote an email to both of us apologizing for having upset us and stating that he was sorry. This apology came after the second attempt by Easy Turf to push an instal date on us happened again, this time for that date in October. They didn't 'suggest' that install date, they said it was arranged and unless we called to state otherwise, it was on the books. [redacted]'s apology came after both that second attempt and our complaint to the Revdex.com had been filed.
Perhaps the president of the company should speak to his employees who tell clients that an install is happening on a certain date that it's not a suggestion at that point but a date on the books; he should also ask his employees why they send an email apology if they haven't done anything wrong. We still have that email from [redacted] by the way.
Regards,
[redacted]