Grass Master Hydroseed

An erosion control mix was requested by Mr [redacted] for a sloped area behind his home with an undefined property lineMr [redacted] and his landscaper where both onsite the entire time of the project and gave instructions to "spray all of the dirt"All of the dirt was sprayed which included an area where trees had previously been removed - when trees are removed, the result is dirt underneath, there was no existing grass, bark or vegetation, therefore that area was sprayedBoth the landscaper and MrS were onsite during the application and nothing was said during the time the project was being completedAfterwards, (per our policy) the invoice/work order was signed off by the customer (MrS) this included the total square footage of 25,square feet - this was signed and paid for by Mr [redacted] (please not Mr [redacted] was onsite and saw the completed job at this time - in which he approved and paid for in full) before our crew left the jobsite? Unbeknownst to us, an area of dirt was sprayed that was on the neighbors property - please note that this is woods type area where property lines are not obviousThe next day we received a call from Mr [redacted] stating that he had an ongoing dispute with neighbors and that they were unhappy that this happenedPer his request, I called them to explain the materials that are in our mixture - I had to leave his neighbors a voicemail and asked them to call me back with questions and I never received a call? Calling the neighbors was a courtesy to Mr [redacted] as they are not our customersMr [redacted] called back and said his neighbors are requesting beauty bark over the area that was sprayed and asked Grass Master to pay for the beauty barkI said we will not pay for the bark but offered him $for his troubles as a courtesyAlso, I offered to call our contacts that supply beauty bark and get quotes on his behalf - while also offering our Wholesale discount, should MrS choose to purchase the bark to settle his dispute with his neighbor? He accepted my offer to call on his behalf, I called multiple contacts - got quotes and gave those to Mr [redacted] - this was a courtesy to Mr*.? ? It is Grass Master's policy to not offer refunds for hydroseeding, especially after the job is signed off on and paid for by the customer? We are sorry to hear the Mr [redacted] has difficulty with his neighbors and was unaware of his property lines and we have offered him a $compensation for his troubles as a friendly gestureWe have gone out of our way to make phone calls for him and to appease his irate neighbors.?

Grassmaster sprayed the *** residence on 5/1/- square feet was called in by the homeownerHomeowner had rescheduled upwards of five time prior to us coming outOnce we arrived on the property Mrs*** continuously added areas that had not been prepared in the same manner as the
sqft that was originally called inThis affects how the application will look once applied (different soil types and conditions affect the mulch and seed differently - from a visual standpoint) - in total square feet was sprayed per the homeowners requestAlthough, Mrs*** would change her mind often during the hours our crew were onsite, directing them to spray certain areas and then changing her mind when they had already begun where she had just askedThis was so much of a problem that our crew filed incident reports upon returning from the job One day later 5/2/Mrs*** called and complained that her grass was not growing Grass Master has a lengthy email thread that I am happy to forward to the Revdex.com covering our correspondence with Mrs*** We explained the soil conditions and how the product looks different on the differently prepared areas that she had us spray (4000sqft that was not prepared or called in when she scheduled)We also informed her of our application rates and how our mix is cohesive and comes out at a steady rate - it is unlikely that some areas received more mulch than othersWe also informed her that germination takes longer than one day - once the weather warms up and the grass is able to begin to grow we are certain she will then be able to see it (if the care instructions are followed per our maintenance manual that was given to her onsite)We also, said that we would come back in a few weeks to as the germination rate, this is our follservice that she did pay for We are also happy to refund her the $per square difference that is paid for the follservice (where we come out 4-6weeks later to re-fertilize and overseed any thin spots).Grass Master has a long standing reputation of great application and great customer serviceIn certain cases, we do respray lawns that we determine are in need and have not been neglected by the homeowner (because watering, keeping animals and people off the newly sprayed lawn and the initial soil prep are so important to the outcome - we must access each difficult case accordingly)We are a small family business that has been in business for over years, despite Mrs***'s very aggressive nature, our crew and our office staff have treated her no differently than any other client and will continue maintain our professionalism that has sustained our business

Grassmaster sprayed the *** residence on 5/1/- square feet was called in by the homeownerHomeowner had rescheduled upwards of five time prior to us coming outOnce we arrived on the property Mrs*** continuously added areas that had not been prepared in the same manner as the
sqft that was originally called inThis affects how the application will look once applied (different soil types and conditions affect the mulch and seed differently - from a visual standpoint) - in total square feet was sprayed per the homeowners requestAlthough, Mrs*** would change her mind often during the hours our crew were onsite, directing them to spray certain areas and then changing her mind when they had already begun where she had just askedThis was so much of a problem that our crew filed incident reports upon returning from the job One day later 5/2/Mrs*** called and complained that her grass was not growing Grass Master has a lengthy email thread that I am happy to forward to the Revdex.com covering our correspondence with Mrs*** We explained the soil conditions and how the product looks different on the differently prepared areas that she had us spray (4000sqft that was not prepared or called in when she scheduled)We also informed her of our application rates and how our mix is cohesive and comes out at a steady rate - it is unlikely that some areas received more mulch than othersWe also informed her that germination takes longer than one day - once the weather warms up and the grass is able to begin to grow we are certain she will then be able to see it (if the care instructions are followed per our maintenance manual that was given to her onsite)We also, said that we would come back in a few weeks to as the germination rate, this is our follservice that she did pay for We are also happy to refund her the $per square difference that is paid for the follservice (where we come out 4-6weeks later to re-fertilize and overseed any thin spots).Grass Master has a long standing reputation of great application and great customer serviceIn certain cases, we do respray lawns that we determine are in need and have not been neglected by the homeowner (because watering, keeping animals and people off the newly sprayed lawn and the initial soil prep are so important to the outcome - we must access each difficult case accordingly)We are a small family business that has been in business for over years, despite Mrs***'s very aggressive nature, our crew and our office staff have treated her no differently than any other client and will continue maintain our professionalism that has sustained our business

Complaint: ***I am rejecting this response because:
I instructed Grass Master to hydroseed 20,square feet - and they charged me for 25,? I did not notice that the overcharge until they had left the job site, and had paid the hand-written invoice in full with a credit card? I am simply asking a refund for the overspray
?
Grass Master is confirming my instructions, but now disputes what constitutes “dirt”? The excavators obviously did not disturb the soil beyond the property line - and anyone looking at a photo of the area would easily recognize a clear line where the dirt stops and natural soil begins? A reasonable vendor would admit at least to a misunderstanding - and own up dealing with such an error in a professional manner? I spent my own time raking the seeds off my neighbor’s property - the least Grass Master can do is not to charge for that area that was clearly not requested to be hydroseeded
?
The neighbors did not call Grass Master back due to the unfriendly tone of their message - as they flat out denied any responsibility? I requested several times to speak to the owner Chris who did the work on site - but was never given the opportunity to do so? The mistake was discovered while Chris was still at the site - he was apologetic and helpful in giving advise how to deal with removing the overspray? In contrast, Nicole who’s writing on behalf of Grass Master was uncooperative and impolite - and kept repeating that since I had already paid for the work, there’s nothing to discuss? A bit more diplomacy would have helped avoid this unnecessary dispute? It appears I’ll have to seek other avenues to seek the just compensation
Sincerely,*** ***

An erosion control mix was requested by Mr*** for a sloped area behind his home with an undefined property lineMr* and his landscaper where both onsite the entire time of the project and gave instructions to "spray all of the dirt"All of the dirt was sprayed which included an area
where trees had previously been removed - when trees are removed, the result is dirt underneath, there was no existing grass, bark or vegetation, therefore that area was sprayedBoth the landscaper and MrS were onsite during the application and nothing was said during the time the project was being completedAfterwards, (per our policy) the invoice/work order was signed off by the customer (MrS) this included the total square footage of 25,square feet - this was signed and paid for by Mr* (please not Mr* was onsite and saw the completed job at this time - in which he approved and paid for in full) before our crew left the jobsite?
Unbeknownst to us, an area of dirt was sprayed that was on the neighbors property - please note that this is woods type area where property lines are not obviousThe next day we received a call from Mr* stating that he had an ongoing dispute with neighbors and that they were unhappy that this happenedPer his request, I called them to explain the materials that are in our mixture - I had to leave his neighbors a voicemail and asked them to call me back with questions and I never received a call? Calling the neighbors was a courtesy to Mr* as they are not our customersMr* called back and said his neighbors are requesting beauty bark over the area that was sprayed and asked Grass Master to pay for the beauty barkI said we will not pay for the bark but offered him $for his troubles as a courtesyAlso, I offered to call our contacts that supply beauty bark and get quotes on his behalf - while also offering our Wholesale discount, should MrS choose to purchase the bark to settle his dispute with his neighbor? He accepted my offer to call on his behalf, I called multiple contacts - got quotes and gave those to Mr* - this was a courtesy to Mr*.?
?
It is Grass Master's policy to not offer refunds for hydroseeding, especially after the job is signed off on and paid for by the customer? We are sorry to hear the Mr* has difficulty with his neighbors and was unaware of his property lines and we have offered him a $compensation for his troubles as a friendly gestureWe have gone out of our way to make phone calls for him and to appease his irate neighbors.?

Complaint: [redacted]I am rejecting this response because:
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I instructed Grass Master to hydroseed 20,500 square feet - and they charged me for 25,000.  I did not notice that the overcharge until they had left the job site, and had paid the hand-written invoice in full with a credit card.  I am simply asking a refund for the overspray.
 
Grass Master is confirming my instructions, but now disputes what constitutes “dirt”.  The excavators obviously did not disturb the soil beyond the property line - and anyone looking at a photo of the area would easily recognize a clear line where the dirt stops and natural soil begins.  A reasonable vendor would admit at least to a misunderstanding - and own up dealing with such an error in a professional manner.  I spent my own time raking the seeds off my neighbor’s property - the least Grass Master can do is not to charge for that area that was clearly not requested to be hydroseeded.
 
The neighbors did not call Grass Master back due to the unfriendly tone of their message - as they flat out denied any responsibility.  I requested several times to speak to the owner Chris who did the work on site - but was never given the opportunity to do so.  The mistake was discovered while Chris was still at the site - he was apologetic and helpful in giving advise how to deal with removing the overspray.  In contrast, Nicole who’s writing on behalf of Grass Master was uncooperative and impolite - and kept repeating that since I had already paid for the work, there’s nothing to discuss.  A bit more diplomacy would have helped avoid this unnecessary dispute.  It appears I’ll have to seek other avenues to seek the just compensation.
Sincerely,[redacted]

An erosion control mix was requested by Mr. [redacted] for a sloped area behind his home with an undefined property line. Mr. * and his landscaper where both onsite the entire time of the project and gave instructions to "spray all of the dirt". All of the dirt was sprayed which included an area...

where trees had previously been removed - when trees are removed, the result is dirt underneath, there was no existing grass, bark or vegetation, therefore that area was sprayed. Both the landscaper and Mr. S were onsite during the application and nothing was said during the time the project was being completed. Afterwards, (per our policy) the invoice/work order was signed off by the customer (Mr. S) this included the total square footage of 25,000 square feet - this was signed and paid for by Mr. * (please not Mr. * was onsite and saw the completed job at this time - in which he approved and paid for in full) before our crew left the jobsite.  
Unbeknownst to us, an area of dirt was sprayed that was on the neighbors property - please note that this is woods type area where property lines are not obvious. The next day we received a call from Mr. * stating that he had an ongoing dispute with neighbors and that they were unhappy that this happened. Per his request, I called them to explain the materials that are in our mixture - I had to leave his neighbors a voicemail and asked them to call me back with questions and I never received a call.  Calling the neighbors was a courtesy to Mr. * as they are not our customers. Mr. * called back and said his neighbors are requesting beauty bark over the area that was sprayed and asked Grass Master to pay for the beauty bark. I said we will not pay for the bark but offered him $100 for his troubles as a courtesy. Also, I offered to call our contacts that supply beauty bark and get quotes on his behalf - while also offering our Wholesale discount, should Mr. S choose to purchase the bark to settle his dispute with his neighbor.  He accepted my offer to call on his behalf, I called multiple contacts - got quotes and gave those to Mr. * - this was a courtesy to Mr. *. 
 
It is Grass Master's policy to not offer refunds for hydroseeding, especially after the job is signed off on and paid for by the customer.  We are sorry to hear the Mr. * has difficulty with his neighbors and was unaware of his property lines and we have offered him a $100 compensation for his troubles as a friendly gesture. We have gone out of our way to make phone calls for him and to appease his irate neighbors.