Grass Masters, Inc.

Good Afternoon,I'm sorry you felt the need to file a complaint in order to resolve this matter. Our system automatically ages accounts the first of every month, and charges interest on any outstanding balances that are older than 30 days. Unfortunately the person responsible for completing...

this task was unaware that your job was not complete, and that you should not have been charged interest as it was our fault. We will certainly remove the interest charge, and I apologize for any inconvenience this has caused. A simple phone call to our office would have remedied this, so I'm sorry you felt the need to take this route. If you need any further assistance, please contact me directly at the office number.Sincerely,[redacted]

Complaint: [redacted]
I am...

rejecting this response because: the owner [redacted] was rude, disrespectful, and highly unprofessional. He sent workers to my home today without my knowledge or consent; therefore, they were trespassing. Someone should have been called first to set up a time. [redacted] has been telling me for over a month that he was too busy to come here to fix the patio, and then show up the next day after I file a complaint. Nevertheless, I told the workers what was wrong with the patio. They started to work on it, but it was just a quick fix. When I stated I wanted it done right and not just a bandage since I did not want anymore problems, I was told that had to do what their boss said (which I understand). I asked them to go wait for their boss. When [redacted] arrived, I asked him to go around back. I showed and told him the problems, and he started yelling at me and saying that the work looks perfect. I asked him to stop yelling at me and informed him that I was the costumer. I kept yelling at me, so I had to ask him to leave because of his offensive and unprofessional demeanor. I am truly sorry it has to come to this. However, the quality of workmanship and standards are not on the same level as last year. We loved the work from the previous year. It looks like two different companies. I am very disappointed and appalled.  
Regards,
[redacted]

Review: In the last week in May, Grass Masters began work to remove and replace my concrete slab patio with pavers. However, in the process, Grass Masters cut my cable and phone line. The contractor agreed to do whatever was necessary to correct the error. The intial installation of the pavers was completed in early June. Although the patio pavers were installed, there were other tasks that lingered on for weeks. These tasks include completion of sitting walls, prep & mulching planting beds, move pergola, clean-up and burying the cable line. On June 27, 2014 at 12:19pm, I called the contractor to remind him of the task that still needed to be completed. In response, the contractor advised me that he would be on site that evening to discuss details. However, the contractor was a no show. Consequently, the remaining balance of the bill was not going to be paid until all tasks were completed. On July 31, the contractor contacted me regarding the remaining balance and I mentioned the unfinished tasks at which time he placed blame on me for not reminding him again to come back and complete these tasks. By this time I took the liberty of doing some of the tasks myself. So I advised the contractor that he could forgo completing the other unfinished tasks and I would pay him the balance. Today, I received a bill in the mail for the balance and I am being charged interest. Can't understanding how Grass Masters could charge interest when it was there contractor who delayed completion of the project.Desired Settlement: I am requesting that Grass Masters remove the interest changes from my bill, which should be reflected on the new statement mailed to me.

Business

Response:

Good Afternoon,I'm sorry you felt the need to file a complaint in order to resolve this matter. Our system automatically ages accounts the first of every month, and charges interest on any outstanding balances that are older than 30 days. Unfortunately the person responsible for completing this task was unaware that your job was not complete, and that you should not have been charged interest as it was our fault. We will certainly remove the interest charge, and I apologize for any inconvenience this has caused. A simple phone call to our office would have remedied this, so I'm sorry you felt the need to take this route. If you need any further assistance, please contact me directly at the office number.Sincerely,[redacted]

Review: I hired Grass Masters to install an addition to our patio. They were to move the hostas and relocate the light fixture from the flower bed to install the addition. My light was broken, and when I said something about it I was told it was already like that. I did not want to get into in argument, so I left it alone. The workmanship and quality is subpar to say the less. The standards are not the same as they were year. The did not install it right: for example, did not dig down to the same depth, no landscaping fabric was put down before the stone dust, it is not leveled, and so on. When I asked about the differences, I was told it would be fine. Well, it is not fine. There where bricks that were sticking up, and or not attached. We I contacted them about that I got an attitude from the owner when I told him that we wanted him to fix the problems and keep telling me "it was perfect" and he did not care what my husband thinks. They did come and fix or attempt to fix it. However, one of the bricks is still not attached and now the patio is sinking in a couple of spots. I contacted the owner [redacted] on the 8-19-2014, and he said he would fix it. No one called nor came to fix.

8-30-2014, I texted the owner again, and he said "next week, will call first." No call.

9-8-2014, I sent another text, and I did not get a reply.

9-10-2014, text sent and he said "will try this week. ??? short handed." Again, I call.

9-19-2014, text again and informed [redacted] that it has been a month since our request to fix the patio, and that we needed a resolution. I was told "when I get time, I'll fix it. Sorry very busy and short handed."

I do not have anymore patience, and I am not happy! Not happy at all!

Business

Response:

Thank you for bringing this to my attention. This is the first I've heard of any problems with this job. I apologize for the inconvenience, and will speak to [redacted] about this issue ASAP. I'm sure we will be able to resolve the problems.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the owner [redacted] was rude, disrespectful, and highly unprofessional. He sent workers to my home today without my knowledge or consent; therefore, they were trespassing. Someone should have been called first to set up a time. [redacted] has been telling me for over a month that he was too busy to come here to fix the patio, and then show up the next day after I file a complaint. Nevertheless, I told the workers what was wrong with the patio. They started to work on it, but it was just a quick fix. When I stated I wanted it done right and not just a bandage since I did not want anymore problems, I was told that had to do what their boss said (which I understand). I asked them to go wait for their boss. When [redacted] arrived, I asked him to go around back. I showed and told him the problems, and he started yelling at me and saying that the work looks perfect. I asked him to stop yelling at me and informed him that I was the costumer. I kept yelling at me, so I had to ask him to leave because of his offensive and unprofessional demeanor. I am truly sorry it has to come to this. However, the quality of workmanship and standards are not on the same level as last year. We loved the work from the previous year. It looks like two different companies. I am very disappointed and appalled.

Regards,

Business

Response:

I too am sorry we were unable to resolve your complaint. At this point it sounds more like a personality clash than an issue with the work. You think the work is sub par, and [redacted] insists it is done right, so it has degraded to an argument. I have to disagree with your assessment that we were trespassing when we came to repair the work. Through your initial complaint you asked us to return and fix the perceived issues. That being said, [redacted] should have called you to discuss your concerns before he sent a crew. It is my understanding however that you did have prior conversations about the problems, so I thought it was just a matter of getting the work scheduled. Perhaps we can agree to disagree for now, and revisit the situation once cooler heads prevail. We still would like to make things right.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: of the following problems with the patio: 1. No fabric was installed because the piece that they had was too small for my project. 2. Some of the patio was installed on the base material (modified stone) instead of sand.3. The patio is starting to sink in a couple of place and it was not month since the installation. 4. Cut brick in the middle of the patio instead on the ends.5. Joints with no sand in between the bricks.6. Brick border has unattached brick.7. The corner of the patio is elevated.8. Quality is not to the same standards as previous work. Here are my problems with customer service:1. They did not call ahead to set up a time.2. Are rude and disrespectful when you are not happy with the work.3. Unprofessional behavior across the board.At this point, the only resolution is I can do are one of following:1. Redo the patio the right way so it matches the quality as last year’s work, and only on a Saturday when my husband is home. I do not want to be disrespected nor yelled that by anymore man.Or 2. Refund my money and I will hire another company to redo it. Oh yeah for the record, trespassing occurs when an individual enters onto property that is owned by another person without permission from the owner. I requested a refund with my complaint; therefore, I would not have expected anyone to come here especially since [redacted] kept telling me that he was too busy. . I almost called the police on them since I did not know they were coming. The only reason I did not call is because I saw the company name on their shirts. I am a woman with small children, and it is scary to look out your window and see two strangers in your backyard.

Regards,

Review: Revdex.com,

Below is a letter I sent to Grass master back on 7 October. I explained to him my dissatisfaction with is billing practice and how he never never completed the work.

To: Grass Masters, Inc.

Reference. Billing

Michael,

After our final conversation, I had time to think over and try to understand everything you told me. The more I thought about it the more upset I was for not speaking my mind. I was trying to listen to your side without questioning your integrity. Now it is my turn to speak as honestly and truthfully as possible to you.

On or about July 21, 2014, we discussed our final plans during a site walk through. We discussed several concerns at that time. One being the geometrical shape of the patio being equal on both sides, not as the picture showed. The second concern was over by the water barrel and extending it 4'x4' in order to have it sitting on the patio. The third concern was the anchoring with curb stone along where the patio meets the wall of the deck.

The patio pavers approx. 525 SF $8,000.00

The sitting wall 14’ in length, $900.00

The two columns with lights $1,500.00

Sub Total: $ 10, 400.00

Additional for curb stone and

building out extra symmetrical shape. $400.00

Additional for 4'x4' water barrel. $150.00

New Sub Total: 10, 950.00

Gratuity 50.00

We agreed an even figure of $11,000.00

I DO remember because I wrote it down in my notes. My two payments came out to be $5,500.00 and $4,500.00 for a total of $10,000.00 dollars

My personal expenses were:

1) A broken sprinkler system, $481.50

2) Credit for post lights, $220.00

3) Electrical Supplies, $65.00

4) Electrical Installation, $460.00

5) Additional seeding, soil and watering, $100.00 (on my primary meter)Desired Settlement: I have $1,326.50 invested in keeping this project pulled together. I didn’t hear from you for 21 days. Where were you from August 26th through September 15th? I texted you five different times with no reply. I also texted you back on August 12th and asked you to put me in touch with your electrician. I never seen or heard from them or you. I’m stuck trying to get the sprinkler system repaired, sod arrived. Did I hear from [redacted] Is he sending someone over to water, he knows my sprinkler is broken and it’s 95 degrees outside. No, I am stuck running home from work to keep the sod watered twice a day in order to keep it alive. This went on for almost a week and I was upset.

Then you tried to deceive me again by adding an additional $400.00 dollars to the already agreed on price for an area 48” x48” (4 Sq. FT) Not the $150.00 you originally agreed upon. All I'm asking for is for an apology and to call the bill even. Grass Masters should be thankful but instead ungrateful.

Business

Response:

I responded to this complaint several days ago. [redacted] spoke to [redacted], all issues have been resolved, and a credit was issued for the remaining balance.