PlushGrass

Re: Complaint from [redacted] First and most importantly, on behalf of our entire team at PlushGrass, we apologize to [redacted] for any dissatisfaction they experienced with our products and servicesAs a family-owned company that began over years ago in our founder’s garage, we at PlushGrass know first-hand the importance of earning and maintaining the trust and satisfaction of all our customersThanks to this commitment, we are proud to say we are rapidly growing and widely recognized as the [redacted] leader in artificial grassAs is often the case in life though, sometimes we do make mistakesAnd in these instances, we try our very best to recognize and rectify them right awayThankfully, in good faith and partnership with our customers, we have almost always succeeded in doing soUnfortunately, we regret that in this case, and despite our best efforts, the vast differences between opinions and facts prevented a mutual solution MrsPero’s feedback and feelings are appreciated and understoodHowever, the agreed upon contract (included), finished photos (included), and facts of the installation simply do not support themAs the contract states, the customer’s artificial grass backyard was to be installed within a border “edging” and as best as possible to manage drainage given the “existing grade” of the lawnAs the photos show, both instructions were achieved and completed properly in accordance with industry standardsAfter the new lawn’s completion, a follow up call was made to MrsPero to ensure her happiness with the install, as is customary with all our customersDuring this call, the quality of the job was questioned, but mostly, personal attacks and accusations were made towards the PlushGrass installation crewWe took these issues very seriously and requested that photos please be emailed showing the issues in question, as well as promised to investigate the issues with our staffWhich we did, immediatelyIt was during this discovery that it became known that MrsPero’s husband was present the entire time of the installationDuring this time, he was friendly, aware, and approving of the entire install from start to finishThe PlushGrass crew even performed extra work based on friendly discussions with himIn combination with this information and the fact pictures were not sent as agreed, it was PlushGrass’ position that perhaps there was simply a misunderstanding between the customers and they worked it out internallySeveral weeks later however, upon another conversation with MrsPero, the managing member of PlushGrass took time to visit with them outside of business hours to listen to her complaintsDuring this visit, it was expressed by MrsPero that her expectations had been for the new lawn to be “buried” and for the slope of the lawn to be changed- both of which were in direct contradiction to her agreed upon original contractWhen this was clarified, rather than acknowledging and then working towards a solution, more personal attacks were made towards the PlushGrass installation crew and staffRegardless, an offer was given to have a crew come back asap to perform any extra clerequested, yet this offer was deniedIt was also made clear that the only solution in the customer’s mind was to completely redo the lawn according to new expectationsThis of course, was not only unfeasible economically to either party, but also unwarranted based on every aspect from contract to completionThis unrealistic demand, combined with the unfair and personal nature of attacks made towards our team, ultimately led PlushGrass to the painful conclusion that there was no positive outcome possible in continuing discussions with this customer To reiterate, PlushGrass has always been and remains dedicated to all our customers’ happiness and regrets that we were unable to accomplish this hereBusiness, as is life, is a two-way street and we remain fully open to a legitimate and respectful resolution to this customer’s concernsIn the meantime, we will continue to honor our full-service warranty for this installation and look forward continuing our growth and service to the [redacted] community Sincerely, PlushGrass Family

Re: Complaint from [redacted]   First and most importantly, on behalf of our entire team at PlushGrass, we apologize to [redacted] for any dissatisfaction they experienced with our products and services. As a family-owned company that began over 10 years ago in our founder’s garage,...

we at PlushGrass know first-hand the importance of earning and maintaining the trust and satisfaction of all our customers. Thanks to this commitment, we are proud to say we are rapidly growing and widely recognized as the [redacted] leader in artificial grass. As is often the case in life though, sometimes we do make mistakes. And in these instances, we try our very best to recognize and rectify them right away. Thankfully, in good faith and partnership with our customers, we have almost always succeeded in doing so. Unfortunately, we regret that in this case, and despite our best efforts, the vast differences between opinions and facts prevented a mutual solution.   Mrs. Pero’s feedback and feelings are appreciated and understood. However, the agreed upon contract (included), finished photos (included), and facts of the installation simply do not support them. As the contract states, the customer’s artificial grass backyard was to be installed within a border “edging” and as best as possible to manage drainage given the “existing grade” of the lawn. As the photos show, both instructions were achieved and completed properly in accordance with industry standards. After the new lawn’s completion, a follow up call was made to Mrs. Pero to ensure her happiness with the install, as is customary with all our customers. During this call, the quality of the job was questioned, but mostly, personal attacks and accusations were made towards the PlushGrass installation crew. We took these issues very seriously and requested that photos please be emailed showing the issues in question, as well as promised to investigate the issues with our staff. Which we did, immediately. It was during this discovery that it became known that Mrs. Pero’s husband was present the entire time of the installation. During this time, he was friendly, aware, and approving of the entire install from start to finish. The PlushGrass crew even performed extra work based on friendly discussions with him. In combination with this information and the fact pictures were not sent as agreed, it was PlushGrass’ position that perhaps there was simply a misunderstanding between the customers and they worked it out internally. Several weeks later however, upon another conversation with Mrs. Pero, the managing member of PlushGrass took time to visit with them outside of normal business hours to listen to her complaints. During this visit, it was expressed by Mrs. Pero that her expectations had been for the new lawn to be “buried” and for the slope of the lawn to be changed- both of which were in direct contradiction to her agreed upon original contract. When this was clarified, rather than acknowledging and then working towards a solution, more personal attacks were made towards the PlushGrass installation crew and staff. Regardless, an offer was given to have a crew come back asap to perform any extra clean-up requested, yet this offer was denied. It was also made clear that the only solution in the customer’s mind was to completely redo the lawn according to new expectations. This of course, was not only unfeasible economically to either party, but also unwarranted based on every aspect from contract to completion. This unrealistic demand, combined with the unfair and personal nature of attacks made towards our team, ultimately led PlushGrass to the painful conclusion that there was no positive outcome possible in continuing discussions with this customer.   To reiterate, PlushGrass has always been and remains dedicated to all our customers’ happiness and regrets that we were unable to accomplish this here. Business, as is life, is a two-way street and we remain fully open to a legitimate and respectful resolution to this customer’s concerns. In the meantime, we will continue to honor our full-service warranty for this installation and look forward continuing our growth and service to the [redacted] community.   Sincerely, PlushGrass Family