Players Choice Putting Greens, Inc.

Initial Business Response /* (1000, 5, 2013/12/31) */
Contact Name and Title: *** ***, CEO
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@prolawnturf.com
In response to the client's claims, please consider the following chain of events
The client's project was completed in
April of The project was to expand his existing concrete patio, add concrete down the side yard, move some irrigation valves, and replace his sod while expanding the footprint of the sod
On the client's first call, he complained of a leaking irrigation valveWe dispatched a crew over to address the issue and we replaced the valve
We were then called again because the valve that was installed was faulty and continued to leakWe immediately went back and replaced the valve and had no additional complaints regarding this issue
We were then contacted about an irrigation coverage issue on his sod and that he had some dead spotsWe again responded to the client's house to address the situationAt that time it was in the middle of the hottest part of the summer and many lawns were experiencing the same type of effectsIn addition, the client had an area of his lawn where he wanted sod added that had a significant slopeHe was advised that it would be more difficult to keep this area wet but he wanted sod installedWe also looked over the other areas that were not establishing and we did observe some areas where coverage was not hitting as we would have likedWe decided to upgrade, at no additional charge, all of the sprinkler nozzles to the new water efficient MP RotatorsWe ensured that coverage was good but told him that the slope could continue to be an issueWe also dropped the elevation of all the sprinkler heads at his requestAfter completion, his coverage was good and the situation resolved for the time being
We were then called to the house again for a broken irrigation lineWe traced the line back and discovered the leak was under the concreteSince we could not access the line, we had to run an entirely new irrigation line to the area that the line fedIn order to do this, we had to reroute the line around the entire perimeter of the yardThe area wherein the line had to be run was riddled with roots from his bushes and a large tree within the grass areaWe buried the line at a depth so as to not cut any of the large tap roots that may affect the health of the treeIt is important to note, that the existing line was also buried at a similar depth as we did not change out the sprinkler heads but used the 3" heads that he had on the same line prior to our relationshipThe client claims that we have "untrained employees that CUT corners instead of performing the repair correctly"We have an exceptional crew of highly trained employees and it was their training that stopped them from hacking through the roots of a large, established tree and killing itFurthermore, our crew didn't foresee this becoming an issue since the line was replaced at the same approximate depth as it was removed
We were then called back to the property by the client to address dead spots, depth of irrigation line, and a crack in the concreteWe met with him on December 9th and walked through the issues againWe reiterated our comments that the sod on the slope may be a continuing issue unless he wanted to install a retaining system and drop the elevation down to the grade of the rest of the lawnWe also noticed that the client had broken two or three of the sprinkler heads and replaced them with heads that did not spray to the proper distance to regain the coverage we had set the MP Rotators atThis was an obvious cause of the dead spots he was pointing out and we turned on the water and showed him the lack of coverageWe told him that we would replace the broken heads...again...and get his coverage back to where it was after we replaced all of the nozzles with MP RotatorsHe agreed to this resolution
We also discussed the irrigation line that was buried at a shallow depthWe showed that it was buried at the same depth as his original line and we didn't replace the 3" heads that were there before we started any workWe also explained that if we had cut through the roots; it could possibly harm the treeThe client understood the logic but didn't want the sprinkler line in that location as he may build a wall there somedayWe did not change the location of the sprinkler line when we replaced itHowever, in an effort to make him happy, we agreed to send some guys out and move the irrigation line over so as not to impede with any future wall he might buildHe agreed to this resolution
We then addressed the crack in the concreteWe explained to the client that it is inherent within the nature of concrete to crack in this fashion and that no one warranties hairline cracksWe told him that if the concrete should break, separate, or the crack reach a width of approximately 1/8", then we would definitely warranty itWe also told him that there was no guarantee that if it was replaced, that it wouldn't crack againHe listened to our comments but replied with, "If you do replace it and it cracks again, then it is on me." We told him we would discuss the potential of replacing it but that we would prefer to continue to monitor it and if it begins to separate, we would absolutely replace the section
At our meeting on the 9th, the client was told that we would get through the holidays and get some guys out to fix the issuesWe said it may be sooner if we have a slow dayHe agreed with that timeframeBeing that we are not through the holidays yet, I was a bit shocked to receive this noticeWe have been to this client's house on occasions to either address his issues or correct themAs explained above, we tried to make him happy in numerous ways that we were not contracted to do including all new irrigation nozzles and replacing his old valveSome of the issues he has created by breaking the irrigation heads, but we agreed to fix themagainanywayWe agreed to move a sprinkler line that we installed in the same location it was prior to our installation in order to accommodate his potential construction of a planter wall
We contend that this client's requests are unreasonable and his satisfaction is unattainableHe expected that the irrigation line would be buried at a depth of 18", which is not a common industry standardHe complained of irrigation coverage issues that were caused, in part, by inadequate heads that he installed after breaking the proper heads that we installedHe insists on having concrete replaced because of common hairline cracks yet won't mind them if we replace it and it cracks againPrior to receiving this notice today, I had emailed the client to let him know that we would like to finalize the work on this coming Thursday...keeping within our promise of "after the holidays"I am still willing to send the guys back out to move the irrigation line over a few inches, replace the irrigation heads that he broke and replaced with insufficient heads, and replace the sod one more timeI will also continue to honor my warranty on the concrete should it separate or break but at this time the nature and size of the crack does not warrant replacement
Final Business Response /* (4000, 8, 2014/01/03) */
An agreement was reached and the client's request have been satisfiedThe work was completed and he has signed off that he has accepted the work to his satisfactionPlease update the file accordingly