Morningstar Turf

I have spoke to [redacted] a few times and he is on the schedule for services and no timeframe was promised or given, it goes in chronological order and he will be up for service in next couple weeks.

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.

Regards,

Did Morningstar Turf send documentation to prove they shipped (or tried to ship) the product on December 30th only to have it "returned"???  Never heard of such a thing; however, they did not keep me in that loop as stated.  I had to call after several weeks to find out where  my order was.  Again, it seems VERY ODD that the shipment was actually sent via [redacted] the day AFTER I called.  

I have attached two emails from Morningstar.  One is giving me shipping updates - nowhere does it mention the order was returned from the original shipper!  I would like to see proof of this.  The second is from [redacted] himself, which was pretty mean.  He suggests I send back the turf, he refunds my shipping.........that will work; however I will NOT be traveling to Arizona to pick up ANYTHING from this company!

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.

Regards,

My complaint is NOT with [redacted].  Once it was finally given to [redacted] for shipment, it only took 7 days to arrive.  The problem is that Morningstar turf DID NOT ship the product as promised and in fact, lied to me about when it was shipped.  It was shipped some time AFTER it was suppose to have been received, hence the reason for me checking up on it.  This WAS NOT A DELAY WITH SHIPPING....IT WAS A DELAY WITH THE COMPANY SHIPPING IT OUT!  

The following is copied and pasted directly from my email from Morningstar turf.  She states the shipment was picked up by [redacted] on 12/30/13 but according to [redacted] tracking

#[redacted], it was not shipped until 1/17/14  .Morningstar Turf lied and did not fulfill our "contract".  I still want my shipping fees refunded!!!

Good Morning, 

   I hope you had a good weekend, I am emailing you to update you on your order. The order is still on track to be delivered this week for you. I did get an update on Saturday that it is still on track.  Please note the trucking companies are closed today for Martin Luther King Day. I will email you again tomorrow once they reopen so we can get an update. Thank you. 

  

  

  

From: JJ [[redacted]] 

Sent: Friday, January 17, 2014 2:01 PM 

To: [redacted] 

Subject: RE: Shipping Update 

  

ok....sorry but I am extremely frustrated. 

On Fri, Jan 17, 2014 at 12:56 PM, [redacted] wrote: 

  

  Good Morning, 

   The shipping company picked it up from our location on the Monday the 30 th . I am sorry that it is taking longer than had planned. I understand that you are frustrated and again I apologize. Like I said before I will get you another update Monday before 11Am AZ time. 

  

Warm Regards, 

[redacted] 

  

From: JJ [ mailto:[redacted]] 

Sent: Friday, January 17, 2014 10:48 AM 

To: [redacted] 

Subject: RE: Shipping Update 

  

You still have not told me the date it was shipped.  [redacted] knew at the time of the order how much I was ordering so he should have taken that into account when he shipped it if the "small order" made a difference in shipping time.  

On Fri, Jan 17, 2014 at 11:43 AM, [redacted] wrote: 

  

  Good Morning [redacted], 

   I apologize for the lack of communication and slow delivery time. When shipping smaller orders we use 3 rd party delivery and it can be much slower. I am sorry that you have been out of the loop with your order. You will have your order next week, the eta is wed-fri as the time gets closer we will have a more precise time of arrival for you. Your order is being switched between shipping companies along the way, but [redacted] will do the actual delivery to your house. I do want to let you know that this order weighs 94 lbs just so you are aware and will know what to expect. I will email you each day by 11 am AZ time to keep you informed. The contact number that our shipping department has is ###-###-#### they will be calling you Monday as well. Thank you for your patience and again sorry for the delay. I will speak with you Monday and make sure when the shipping company calls you on Monday to ask them any further questions you may have since they are the one handing the shipping details. Have a wonderful weekend. 

  

[redacted] 

Morningstar Turf 

  

From: JJ [ mailto:[redacted]] 

Sent: Friday, January 17, 2014 5:18 AM 

To: [redacted] 

Subject: RE: Shipping Update 

  

Well, "tomorrow morning" came and went.  Did you ever come up with the original shipping date?  

  

I have to say, for actually speaking to [redacted] personally regarding when I needed this shipment to arrive, I am extremely disappointed in this transaction!  To expect (and be told) that I would get this the FIRST week of January.......and here it is the 17th already and no turf.  On top of that, the response (or lack thereof) when I have contacted your company is totally unprofessional.  I could understand a mishap or late response once but over and over again????  :-(    

On Tue, Jan 14, 2014 at 6:14 PM, [redacted] wrote: 

  

  I will have the final tracking number once it switched from an internal tracking number to an external. Usually that is about 2-3 days before delivery, once it is on with the final shipper. When it switched trucking companies we only can track it internally. I will look it up to see when it was originally shipped out and I will get back to you. Have a great day and  I will touch base with you tomorrow morning. 

  

From: JJ [ mailto:[redacted]] 

Sent: Tuesday, January 14, 2014 10:36 AM 

To: [redacted] 

Subject: RE: Shipping Update 

  

Thanks.  [redacted] said he would send me the tracking info.  When was it shipped? 

On Tue, Jan 14, 2014 at 12:16 PM, [redacted] wrote: 

  

  Good Morning, 

  I just wanted to get you an update on your turf order since I spoke with [redacted]. I see you ordered a 6x21 of artificial grass and we are shipping to [redacted], Florida. I looked into your order and we did experience shipping delays in transit. When an order is going that far it switches carriers a few times. It is common to experience a slowing with the freight. I apologize that it will be arriving later than you had hoped for. As of right now it is giving us a 3 day eta window of 20-22 nd . I will continue to email you updates each day so we can keep you well informed. Thank you for your patience. 

  

  

Her problem is with [redacted] not Morningstar Turf

Biz closed

[redacted] was a client we installed turf for and then after we finished (weeks) she wanted to add 20 sqft and didn't want to pay for it.  We don't do free jobs and she didn't want to pay for minimum.  She never had a problem with the original install until we refused to work for...

free

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.

"[redacted] Turf" simply has a new name, and an F rating by the Revdex.com. 

The President promised to send us a check for $1,000. He agreed he owes us this. He told us to "watch for it in the mail." The check never showed up. Again, "[redacted] Turf" has an "F" rating by the Revdex.com! We have been truthful and honest in all our complaints. The request for a refund first dates from April 2014. We seek only the $1,000 which all sides admit is owed to us. The President, Mr. [redacted], is playing a delay tactic. It will not work. We have written to two [redacted], the Revdex.com, the  [redacted], here, and we will continue. Our biggest error was to deal with an out of state business. DO NOT DO BUSINESS WITH "[redacted] TURF!"

Regards,

again, not our client, we did no service nor supply to this person they are mistaken by the names.  We did process a refund from another corporation with 30 days for $1,000

This person was never our client

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.

To respond, his information is incorrect. The initial install was in mid-May taking months to try and get a hold of him, not weeks. I explained the measurement was short and I never stated I was looking for free work. He quoted me an approximate additional cost of $160.00 which I was willing to pay. All other work was paid for, why would I assume differently? Also when I did speak to him twice, he said he put my name on the top of the board for the jobs to get done with his staff and that alone tells me he was going to fix the problem and make it right if he was going to send his crew out. When they did not show up this is when I called again. He was surprised that they did not do the job and stated he would send the crew and once again put my name on the board. Another week passed and no one showed. This is when I texted him, left another phone message until his mailbox was fully. After that I could not get a hold of [redacted].

 

All I want is the fix to my problem of the side of the house that is missing footage of synthetic grass that will match the exiting grass that was started. I am willing to put this on my [redacted] as I did with the first initial install so I don't know why he is saying I was looking for free service. That is not the case. His crew can come anytime to finish, the side gate is unlocked and he can use the same [redacted] number to not have to deal with me if he wishes. Also, I never received any information on how to clean or maintain this turf. You would think the company would include some sort of information to the consumer as this is the first time I have ever used the product and I have no idea what is recommended for this turf care.

 

The season is slowing down now. I am hoping you will be able to contact him and get him to commit to this job even though it is small and can probably be done in a matter of an hour or two. Please reach out to him once again, propose that I am still hoping for this job to get finished and as long as he gives me the same rate I was paying in May (I think it was 3.85 sq. ft.) I will pay upon completion.

 

Please review the original order attached to this email.

Thank you so much for your help.