Company states: We did the job for them and we did some artificial turf. 9 months to a year later they wanted to add a section. We told them color and yarn colors change so when we came out there we installed the other grass. 6 months went by and they said they did not like it. We tried to call the...
manufacturer to have a match to best suit what was existing. That did not work. We offered to take it out and do the hardscape instead. She was upset and we believe they got upset and put in their own. I told them we could have come out there and pulled out what was there and re-use. We were even willing to work out for paying half of what was there. We did not ignore the situation and we even have the correspondence with her. The attempt was there and we understand that they were upset. But it is very hard to get the exact match and the fact is yarn does change. I have been out to their house three or four times. I still am willing to split that difference with them.
I am rejecting this response because:When [redacted] came to give us a quote for additional grass, we told him we only wanted to add the grass if the color matched and there was a barely visible seam. He said the grass came with a 10 year no fade warranty and he would do a great job on the seam. The color is not the same and the installation is unprofessional. But this is only part of the problem. The problem is that he was unable to provide the same type of grass. His quote states “CalGrass Pro Luxury blend”, which is supposed to be the same grass we have. This is not the grass he installed so there was never a chance that it might match.He knew within 2 days that we were not happy with the grass. During the next 6 months he told us he was calling factory representatives, trying to find the same grass. We were told a representative was coming out. No one came to the house. We had to initiate every call to get any information. He was told the grass had been discontinued. The factory representative sent us samples from some old rolls, but they were NOT the same as the grass we had.When it was confirmed that the wrong grass had been installed and the matching grass was discontinued, these are the solutions [redacted] offered:1. We could pay for the grass from an old roll and he would install at no charge. We already paid for grass and the old roll was not the correct grass.2. He would give me back $900.00. He said the grass was of no use to him because we have a dog. He would take the grass out. We paid $1800.00 for the wrong grass.3. He would help with some other kind of landscape that we would pay for. We don’t want any more hardscape and we don’t want to pay him any more money.[redacted]’s “attempts” to correct the situation were unacceptable. We did not get what we ordered.
Company states: We did the job for them and we did some artificial turf. 9 months to a year later they wanted to add a section. We told them color and yarn colors change so when we came out there we installed the other grass. 6 months went by and they said they did not like it. We tried to call the...
manufacturer to have a match to best suit what was existing. That did not work. We offered to take it out and do the hardscape instead. She was upset and we believe they got upset and put in their own. I told them we could have come out there and pulled out what was there and re-use. We were even willing to work out for paying half of what was there. We did not ignore the situation and we even have the correspondence with her. The attempt was there and we understand that they were upset. But it is very hard to get the exact match and the fact is yarn does change. I have been out to their house three or four times. I still am willing to split that difference with them.
I am rejecting this response because:When [redacted] came to give us a quote for additional grass, we told him we only wanted to add the grass if the color matched and there was a barely visible seam. He said the grass came with a 10 year no fade warranty and he would do a great job on the seam. The color is not the same and the installation is unprofessional. But this is only part of the problem. The problem is that he was unable to provide the same type of grass. His quote states “CalGrass Pro Luxury blend”, which is supposed to be the same grass we have. This is not the grass he installed so there was never a chance that it might match.He knew within 2 days that we were not happy with the grass. During the next 6 months he told us he was calling factory representatives, trying to find the same grass. We were told a representative was coming out. No one came to the house. We had to initiate every call to get any information. He was told the grass had been discontinued. The factory representative sent us samples from some old rolls, but they were NOT the same as the grass we had.When it was confirmed that the wrong grass had been installed and the matching grass was discontinued, these are the solutions [redacted] offered:1. We could pay for the grass from an old roll and he would install at no charge. We already paid for grass and the old roll was not the correct grass.2. He would give me back $900.00. He said the grass was of no use to him because we have a dog. He would take the grass out. We paid $1800.00 for the wrong grass.3. He would help with some other kind of landscape that we would pay for. We don’t want any more hardscape and we don’t want to pay him any more money.[redacted]’s “attempts” to correct the situation were unacceptable. We did not get what we ordered.