North By Northwest Lawns

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Grass was delivered and installed 6/3/17, portions of the grass was replaced in backyard shortly on/around 6/15/17. Customer emailed 6/20/17, “The grass near the iron gate last week appears to be dead. The rest of the yard is great”. We asked how often she is watering, she replied “daily.” We...

replied with our new sod aftercare instructions that state the following:  Watering:  1st two weeks: water 2x per day for 20-30 min per section. 3rd week: water once per day for the same amount of minutes per section watered. 4th: water 2-3 times per week.  Fertilizer:  Most sod is fertilized prior to harvesting, so we do not recommend applying any fertilizer within the first 30 days. Freshly installed sod also has a shallow root system incapable of absorbing all of the nutrients, causing nitrogen to leach into the soil instead of being utilized by the sod. We also do NOT recommend applying any herbicides within the first 30 days while the sod roots get established. Mowing:  New sod should not be mowed immediately. Ideally, you want to let your new sod grow to 4 inches tall before mowing. You also do not want to cut it too short. Check your mower blade to make sure it is sharp and never cut more than one-third of the blade length. Also on 6/20/17 customer asked if we offer mowing services and asked for prices. We asked, “Yes we do, are you wanting basic mow only services or something more all-inclusive?”. Customer replied, “Basic mowing service assuming that includes trimming too.” From there we gave her 3 different options:  1) Mow only: Mowing, edging, blowing of clippings 2) Mow only with fertilizer and weed control- 8 applications in a 12 month period 3) All-inclusive program: bronze silver or gold On 6/21/17 customer stated “we would like a price for mow only”. Customer signed agreement with NXNWL for Bi-weekly mow only agreement on 6/23/17 with their first mow visit on 6/29/17 right before our recommended 4 week period of no mowing while new grass roots are being established. The mowing services at this property were 6/29/17, 7/13/17 and 7/27/17. On 7/15/17 customer emailed stating: “The area in my backyard that runs along the wooden fence line next to my neighbor is drenched and the grass is dying. I have no idea what to do about it. Would it be possible for someone to advise me how to rectify this situation?”  We sent a manager to take a look on 7/20/17, customer had program settings on controller were not what they needed to be and essentially watering way too often.  Also on 7/20/17, her neighbor next door e-mailed notifying “Let XXX know I went over to XXX and XXX next door and reset the irrigation system to Thursday and Sunday at 1 am ([redacted]’s choice) and all zones for 20 minutes this weeks and will reset to 30 minutes as soon as the yard looks like it is stabilizing.” We sent another manager out on 7/24/17 and settings were changed and we changed them back to what they need to be.   On 7/24/17, we spoke to customer highly recommending them to start a weekly mow program and intense weed control program in order to keep things under control. Customer agreed to the recommendation but assumed that NXNWL would incur the increased cost of services “since following all recommendations of NXNWL have been followed up this point has resulted in weed overgrowth”.  TO which our reply was, “Unfortunately NXNWL will not incur the cost. Extra watering is required for a new lawn in order to be established. The bi-weekly frequency was not our original recommendation, rather your preference.” Customer then contacted her home builder regarding the situation, home builder stated to customer, “As for weed control it is your decision if you personally want to control it or have a landscaping company maintain weed prevention for you.  Unfortunately, new sod will always have weeds in it.  If you only mow it, the weeds will germinate quickly and spread.”  On 7/27/17 NXNWL offered to give customer a one-time selective herbicide treatment on the existing weeds on the property. Later that afternoon, customer turned away our treatment tech for their complimentary weed control treatment so no weed treatment services were completed.   On 7/31/17 customer canceled mowing services with NXNWL.   NXNWL will rectify the drainage issues they are experiencing on part of the property and the irrigation system issue they were having has already been repaired on 7/26/17 (loose wire on control panel). However, sod that is weed free is non-existent. It requires maintenance on either the home-owner or any vendor home owner decides to contract. There are over 30 properties in this neighborhood since 2016 that NXNWL has installed and 1 homeowner that has hired NXNWL for a bi-weekly landscape maintenance all-inclusive program with 0 problems.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]