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Family Tree & Landscaping Reviews (6)

Genesis sent a representative to the jobsite on 7/28/to view issues and make an assessment The turf has melted due to double sun exposure as it reflects off the customer's windows This issue is not covered under warranty by Genesis or by the turf manufacturer The issue is explained in writing to the customer who signed the Genesis Job Process sheet (attached) I have highlighted the section of the Job Process Sheet that the customer signed stating that the customer is responsible for checking his windows for double sun exposure and to install window screens prior to turf installation The sheet the customer signed in advance of the project starting also states that Genesis is not responsible for melted turf We notified the customer of these facts in writing in advance of the project and again verbally on 7/29/ As a gesture of goodwill, Genesis will replace the section of damaged turf for the customer only after they get their windows covered by screens to prevent the same issue The customer is demanding that Genesis cover the windows for them and we have declined as that is not in our scope of work and they are responsible for having that done prior to our work commencing We notified the customer via e-mail on Tuesday 8/2/that they need to get the screens installed and then we are willing to replace the damaged section of turf I have also included a picture of the project at the time of completion, showing that the turf was undamaged- back left wall of the image "M [redacted] at contract completion" and a picture taken of the double sun exposure damage caused by the windows "M [redacted] melted turf" In conclusion, Genesis will go above and beyond to replace the section of damaged turf that we are not responsible for once the customer has their windows screened to prevent further/future damage

As the customer stated, we are scheduled to review the project tomorrow Thursday the 28th Once we have assessed the situation, we will work to resolve any valid issues Please note the customer placed a complaint before we were give the chance to assess the project

Complaint:
I am rejecting this response because:I reject this complaint cause when I was at home depot and was refered to Genesis from home depot , Genesis had send out a salesmen by the name is A*** *** A*** *** had come over the home and and told us how good the Genesis product is we asked A*** *** what about the synthetic lawn that may melt or disscolor he said it will not melt or disscolor he said no it will not melt or discolor and we will not need screens cause we live right near the ocean and the grass is far away from any windows Alan is the one who came and measured the back yard and inspected it . If alan would of said that we needed screens it would have been done before the lawn was installed or I would not have had genesis do work on my home . before we agreed to do work I asked Alan could I see work of other homes in area they done Alan gave me the addresses I went out to look at the homes and the lawn seemed to be fine so I agreed to have genesis do the work when the work was done it seemed to be ok on or around July 16th I noticed grass disscolored I called to genesis and they said they will get back to me I went on vacation on july rd and got back the 26th of july and noticed it got worse I called back to Genesis and they said they will come out on the 28th , which the worker did come out and he took pics , later on that day he came back and took more pics and sent to his boss then another guy from genesis came out and climbed over the fence and was looking at grass and then said he was going to send pics to boss . on july 29th the '' PRESIDENT '' I believe came over and at least rang the door bell and looked at back yard . he said I need screens , I BOUGHT AND PURCHACED A LAWN REMODEL FOR $, I DID NOT PAY FOR WINDOW SCREENS , NOR WAS I TOLD OF NEEDING TO PUT WINDOW SCREENSI am going to be showing pics and documents . I was even asking the guy what kind of screens do I need to put on windows he said he does not know and that is my job not hisafter paying him $for materials and installation . I LOOKED AT THE JOBS HE HAD DONE IN AREAS THAT ARE INLAND AND THEY HAVE NO WINDOW SCREENS , AND THE WINDOWS ARE REAL CLOSE TO LAWN , HOW IS THAT ? I SENT OUT A US CERTIFIED LETTER # 7016-####- 0000-7694-####, AND SENT IT IN TODAYS MAIL 8/3/AT 2;PM ALONG WITH PICS OF HOMES HE DONE INLAND AND THERE ARE NO SCREENS ON WINDOWS , I EVEN SPOKE TO THOSE HOMEOWNERS AND THEY EVEN SAY SOUNDS LIKE A SCAM STATING THAT WITH THE '' PRESIDENT IN TODAY S EMAILED HIM TODAY OF SENDING THE US CERTIFIED LETTER INCLOSED WITH THE PICS OF HOMES HE HAD DONE INLAND OF VENTURA COUNTY CALIFORNIA WITH NO WINDOW SCREENS ON THEM I HAD ALSO CALLED TO HOME DEPOT AND TAKING THIS TO CORPORATE AT HOME DEPOT THE MANAGER AT HOME DEPOT HAS TRIED TO CALL GENESIS AND THEY HAVE NOT RECIEVED A CALL BACK FROM GENESIS I HAD FORWORDED ALL THE INFO AND PICS I HAVE TO HOME DEPOT CORPORATE HEADQUARTERS , ALONG WITH SENDING MR R*** '' PRESIDENT '' A US CERTIFIED LETTER . WHAT I DO NOT UNDERSTAND THE HOMES GENESIS HAD DONE INLAND WHERE IT GETS UP TO TRIPLE DIGITS THAT THERE ARE NO WINDOW SCREENSAND THOS WINDOWS ARE VERY CLOSE TO THE GRASS
Regards,
Ronald Merino

Complaint:
I am rejecting this response because: On 7/28/, one of there workers who installed synthethic lawn , came out and took pictures then another person from management came out and took more pics of lawn on 7/29/2016 I asked them what is nowgoing to happen next . Genesis said they will need to think about this and will get back to me and so far no response back and genesis had replied back to Revdex.com saying that they are comming on 7/29/so I would like to know what is the next step
Regards,
R*** ***

As the customer stated, we are scheduled to review the project tomorrow Thursday the 28th.  Once we have assessed the situation, we will work to resolve any valid issues.  Please note the customer placed a complaint before we were give the chance to assess the project. ...

Genesis sent a representative to the jobsite on 7/28/16 to view issues and make an assessment.  The turf has melted due to double sun exposure as it reflects off the customer's windows.  This issue is not covered under warranty by Genesis or by the turf manufacturer.  The issue is explained in writing to the customer who signed the Genesis Job Process sheet (attached).  I have highlighted the section of the Job Process Sheet that the customer signed stating that the customer is responsible for checking his windows for double sun exposure and to install window screens prior to turf installation.  The sheet the customer signed in advance of the project starting also states that Genesis is not responsible for melted turf.  We notified the customer of these facts in writing in advance of the project and again verbally on 7/29/16.  As a gesture of goodwill, Genesis will replace the section of damaged turf for the customer only after they get their windows covered by screens to prevent the same issue.  The customer is demanding that Genesis cover the windows for them and we have declined as that is not in our scope of work and they are responsible for having that done prior to our work commencing.  We notified the customer via e-mail on Tuesday 8/2/16 that they need to get the screens installed and then we are willing to replace the damaged section of turf.  I have also included a picture of the project at the time of completion, showing that the turf was undamaged- back left wall of the image "M[redacted] at contract completion" and a picture taken of the double sun exposure damage caused by the windows "M[redacted] melted turf".  In conclusion, Genesis will go above and beyond to replace the section of damaged turf that we are not responsible for once the customer has their windows screened to prevent further/future damage.

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Address: 127 Route 46, Mine Hill, New Jersey, United States, 07803

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