Premier Turf Farms

See Attachment Premier Turf Farms Nov (days ago) to me Hi [redacted] , Below is the last email I sent to the customer on October 23rd I have not heard back from him either by phone or email We installed sod at his house on September 17th, He contacted us again on July 15th, to let us know about the problem he was having After several emails back and forth discussing the issue, I went out to visit his site and try to diagnose the problem on August 21st, I did not contact the client again until the email below Between it being the busiest time of year for me on our farm and our office manager being out on maternity leave, my workload was too much I also wanted to respond to the customer with a solution and/or as much insight as possible I didn't want to send a quick email, because I wanted to explain to him what I observed at his site I do fault myself for not responding to the last email sooner I just wished they had called and talked to someone in the office staff before taking this measure with the Revdex.com In the email you will notice I shared "Podio" with him Podio is our CRM database where we keep all the info concerning customers including pictures, appointments, and notes I shared this with him so he could access all the pictures and notes pertaining to his install from the day he inquired about it As I explained in the email to the customer, at the stage that I saw his yard the damage had been done and I was not able to properly diagnose the cause The condition I observed could be caused by several different things I was however, able to rule out some possibilities like insect damage Not knowing what the problem was I don't feel like it is something that we should correct this far out from the installion The customer even stated that his yard was the nicest in the neighborhood before the issue occurred We did everything stated in the contract we had with the customer when the sod was installed Thank You, Clay H [redacted] Premier Turf Farms, LLC Our grass is from the greener side www.PremierTurfFarms.com [redacted] or [redacted] Premier Turf Farms Oct (days ago) to [redacted] Hi xxxxxx, Just wanted to let you know that we got the complaint you filed with Revdex.com We are planning a response to them as soon as I have time to respond I am sorry I haven't gotten back to you concerning your problem areas In the late summer, early fall is my absolute busiest time of the year as we are trying to seed our fields back for the following yearI tend to push most other problems to the side as the seeding is one of the most important times of year as you can't correct any issues from not doing it timely My suggestion next time before sending a complaint is to call the office The lady's will pull a gun out on me and employees to make us deal with issues like thisThat's usually what it takes to motivate me after an hour day Anyway, after visiting your site in August I am not sure why your grass died There was no evidence of grubs or of disease when I was there Some problems leave evidence after they harm grass and some do not Problems that don't leave evidence can only be diagnosed when they are happening Unfortunately your problem is in this category I took a look back at your pictures from when we did the initial inspection The dead spots in your yard now seem to have some correlation with the dead spots then That makes me think that there is an underlying issue in the ground like rock or even building debris that would cause the grass to go into severe drought This problem almost never shows up until the higher temps brought by summer This is why it did fine until you contacted us I have the rock problem on my farm in isolated areas and in my front yard This problem is caused not in the growing zone of the grass, but in the subsoil that is much deeperUsually there is not a practical solution for this type of problem except to install an irrigation system or due diligence with a sprinkler I am going to share our file with you that has all of our information concerning your complaintYou will receive another email asking you to join PodioOnce you down load the app you will be able to see all the notes and pictures from my August visit concerning your complaint One note I made in particular was if you ever had a tree in your front yard I have seen grass die that was on top of old stumps and roots I don't believe this is what has happened here as I didn't see any evidence of tree roots and James didn't see any when he tilled the yard I also made a note about debris in the dead areas It looked like mulch/soil that might have been used in your flower beds Anyway, I think there is a drought issue in your yard Unfortunately there isn't much I can do about it Since your grass did so well for such an extended time after it was installed and was out of our care, I don't think it is our fault If I had found some evidence of negligence on our part I would have replaced the sod already If want to talk about this in person please feel free to call me I would like the opportunity to explain anything you don't understand in more detail Thanks, Clay

---------- Forwarded message ----------
From: ** [redacted] <[redacted]>
Date: Wed, Nov 12, 2014 at 9:29 PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted]
To: [email protected]
Dear [redacted]:
 
Thank you for taking the time to address our complaint with Premier Turf Farms.  We read his response but we do not feel it is of any use at this point. 
He only responded because we filed a complaint with Revdex.com.   Several attempts were made via email.  Why did he not share the file with us sooner.    
It was only when my wife finally called the office that she was told that the sod was only guaranteed for 24 hours but this was almost a year after the service.
We know he came by to pick up the palette that they left behind but as he claimed, he never contacted us again and that is what led us to file the complaint.
 
We have since hired another company to fix the damage on the lawn and we have grass growing again.  I would not refer this company.
Thank you.
[redacted]

Revdex.com of Metro Washington DC
Nov 13 (1 day ago)
to me 
---------- Forwarded message ----------
From: ** [redacted] <[redacted]>
Date: Wed, Nov 12, 2014 at 9:29 PM
Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted]
To: [email protected]
Dear [redacted]:
 
Thank you for taking the time to address our complaint with Premier Turf Farms.  We read his response but we do not feel it is of any use at this point. 
He only responded because we filed a complaint with Revdex.com.   Several attempts were made via email.  Why did he not share the file with us sooner.    
It was only when my wife finally called the office that she was told that the sod was only guaranteed for 24 hours but this was almost a year after the service.
We know he came by to pick up the palette that they left behind but as he claimed, he never contacted us again and that is what led us to file the complaint.
 
We have since hired another company to fix the damage on the lawn and we have grass growing again.  I would not refer this company.
Thank you.
[redacted]

See Attachment
Premier Turf Farms <[email protected]>
Nov 3 (8 days ago)
to me 
Hi [redacted],
Below is the last email I sent to the customer on October 23rd.  I have not heard back from him either by phone or email....

 
We installed sod at his house on September 17th, 2013.  He contacted us again on July 15th, 2014 to let us know about the problem he was having.  After several emails back and forth discussing the issue, I went out to visit his site and try to diagnose the problem on August 21st, 2014.  I did not contact the client again until the email below.  Between it being the busiest time of year for me on our farm and our office manager being out on maternity leave, my workload was too much.  I also wanted to respond to the customer with a solution and/or as much insight as possible.  I didn't want to send a quick email, because I wanted to explain to him what I observed at his site.  I do fault myself for not responding to the last email sooner.  I just wished they had called and talked to someone in the office staff before taking this measure with the Revdex.com.                
In the email you will notice I shared "Podio" with him.  Podio is our CRM database where we keep all the info concerning customers including pictures, appointments, and notes.  I shared this with him so he could access all the pictures and notes pertaining to his install from the day he inquired about it.  
As I explained in the email to the customer, at the stage that I saw his yard the damage had been done and I was not able to properly diagnose the cause.  The condition I observed could be caused by several different things.  I was however, able to rule out some possibilities like insect damage.
Not knowing what the problem was I don't feel like it is something that we should correct this far out from the installion.  The customer even stated that his yard was the nicest in the neighborhood before the issue occurred.  We did everything stated in the contract we had with the customer when the sod was installed. 
Thank You, 
Clay H[redacted]        
Premier Turf Farms, LLC
Our grass is from the greener side
www.PremierTurfFarms.com
[redacted] or [redacted]
Premier Turf Farms <[email protected]>
Oct 23 (11 days ago)
to *
Hi xxxxxx,
Just wanted to let you know that we got the complaint you filed with Revdex.com.  We are planning a response to them as soon as I have time to respond.   
I am sorry I haven't gotten back to you concerning your problem areas.  In the late summer, early fall is my absolute busiest time of the year as we are trying to seed our fields back for the following year. I tend to push most other problems to the side as the seeding is one of the most important times of year as you can't correct any issues from not doing it timely.  My suggestion next time before sending a complaint is to call the office.  The lady's will pull a gun out on me and employees to make us deal with issues like this. That's usually what it takes to motivate me after an 18 hour day.  
Anyway, after visiting your site in August I am not sure why your grass died.  There was no evidence of grubs or of disease when I was there.  Some problems leave evidence after they harm grass and some do not.  Problems that don't leave evidence can only be diagnosed when they are happening.  Unfortunately your problem is in this category.  I took a look back at your pictures from when we did the initial inspection.  The dead spots in your yard now seem to have some correlation with the dead spots then.  That makes me think that there is an underlying issue in the ground like rock or even building debris that would cause the grass to go into severe drought.  This problem almost never shows up until the higher temps brought by summer.  This is why it did fine until you contacted us.  I have the rock problem on my farm in isolated areas and in my front yard.  This problem is caused not in the growing zone of the grass, but in the subsoil that is much deeper. Usually there is not a practical solution for this type of problem except to install an irrigation system or due diligence with a sprinkler.  
I am going to share our file with you that has all of our information concerning your complaint. You will receive another email asking you to join Podio. Once you down load the app you will be able to see all the notes and pictures from my August visit concerning your complaint.  One note I made in particular was if you ever had a tree in your front yard.  I have seen grass die that was on top of old stumps and roots.  I don't believe this is what has happened here as I didn't see any evidence of tree roots and James didn't see any when he tilled the yard.   I also made a note about debris in the dead areas.  It looked like mulch/soil that might have been used in your flower beds.
Anyway, I think there is a drought issue in your yard.  Unfortunately there isn't much I can do about it.  Since your grass did so well for such an extended time after it was installed and was out of our care, I don't think it is our fault.  If I had found some evidence of negligence on our part I would have replaced the sod already.  If want to talk about this in person please feel free to call me.  I would like the opportunity to explain anything you don't understand in more detail.  
Thanks, Clay

Review: Failure to explain why sod grasses that was installed turned brown. We sent several emails , but reply was inadequate no solution was provided.Desired Settlement: At least tell the owner of the house why the installed grass sod turned brown

Business

Response:

See Attachment

Premier Turf Farms <[email protected]>

Nov 3 (8 days ago)

to me

Hi [redacted],

Below is the last email I sent to the customer on October 23rd. I have not heard back from him either by phone or email.

We installed sod at his house on September 17th, 2013. He contacted us again on July 15th, 2014 to let us know about the problem he was having. After several emails back and forth discussing the issue, I went out to visit his site and try to diagnose the problem on August 21st, 2014. I did not contact the client again until the email below. Between it being the busiest time of year for me on our farm and our office manager being out on maternity leave, my workload was too much. I also wanted to respond to the customer with a solution and/or as much insight as possible. I didn't want to send a quick email, because I wanted to explain to him what I observed at his site. I do fault myself for not responding to the last email sooner. I just wished they had called and talked to someone in the office staff before taking this measure with the Revdex.com.

In the email you will notice I shared "Podio" with him. Podio is our CRM database where we keep all the info concerning customers including pictures, appointments, and notes. I shared this with him so he could access all the pictures and notes pertaining to his install from the day he inquired about it.

As I explained in the email to the customer, at the stage that I saw his yard the damage had been done and I was not able to properly diagnose the cause. The condition I observed could be caused by several different things. I was however, able to rule out some possibilities like insect damage.

Not knowing what the problem was I don't feel like it is something that we should correct this far out from the installion. The customer even stated that his yard was the nicest in the neighborhood before the issue occurred. We did everything stated in the contract we had with the customer when the sod was installed.

Thank You,

Clay H[redacted]

Premier Turf Farms, LLC

Our grass is from the greener side

www.PremierTurfFarms.com

[redacted] or [redacted]

Premier Turf Farms <[email protected]>

Oct 23 (11 days ago)

to *

Hi xxxxxx,

Just wanted to let you know that we got the complaint you filed with Revdex.com. We are planning a response to them as soon as I have time to respond.

I am sorry I haven't gotten back to you concerning your problem areas. In the late summer, early fall is my absolute busiest time of the year as we are trying to seed our fields back for the following year. I tend to push most other problems to the side as the seeding is one of the most important times of year as you can't correct any issues from not doing it timely. My suggestion next time before sending a complaint is to call the office. The lady's will pull a gun out on me and employees to make us deal with issues like this. That's usually what it takes to motivate me after an 18 hour day.

Anyway, after visiting your site in August I am not sure why your grass died. There was no evidence of grubs or of disease when I was there. Some problems leave evidence after they harm grass and some do not. Problems that don't leave evidence can only be diagnosed when they are happening. Unfortunately your problem is in this category. I took a look back at your pictures from when we did the initial inspection. The dead spots in your yard now seem to have some correlation with the dead spots then. That makes me think that there is an underlying issue in the ground like rock or even building debris that would cause the grass to go into severe drought. This problem almost never shows up until the higher temps brought by summer. This is why it did fine until you contacted us. I have the rock problem on my farm in isolated areas and in my front yard. This problem is caused not in the growing zone of the grass, but in the subsoil that is much deeper. Usually there is not a practical solution for this type of problem except to install an irrigation system or due diligence with a sprinkler.

I am going to share our file with you that has all of our information concerning your complaint. You will receive another email asking you to join Podio. Once you down load the app you will be able to see all the notes and pictures from my August visit concerning your complaint. One note I made in particular was if you ever had a tree in your front yard. I have seen grass die that was on top of old stumps and roots. I don't believe this is what has happened here as I didn't see any evidence of tree roots and James didn't see any when he tilled the yard. I also made a note about debris in the dead areas. It looked like mulch/soil that might have been used in your flower beds.

Anyway, I think there is a drought issue in your yard. Unfortunately there isn't much I can do about it. Since your grass did so well for such an extended time after it was installed and was out of our care, I don't think it is our fault. If I had found some evidence of negligence on our part I would have replaced the sod already. If want to talk about this in person please feel free to call me. I would like the opportunity to explain anything you don't understand in more detail.

Thanks, Clay

Business

Response:

Revdex.com of Metro Washington DC

Nov 13 (1 day ago)

to me

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Nov 12, 2014 at 9:29 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted]

To: [email protected]

Dear [redacted]:

Thank you for taking the time to address our complaint with Premier Turf Farms. We read his response but we do not feel it is of any use at this point.

He only responded because we filed a complaint with Revdex.com. Several attempts were made via email. Why did he not share the file with us sooner.

It was only when my wife finally called the office that she was told that the sod was only guaranteed for 24 hours but this was almost a year after the service.

We know he came by to pick up the palette that they left behind but as he claimed, he never contacted us again and that is what led us to file the complaint.

We have since hired another company to fix the damage on the lawn and we have grass growing again. I would not refer this company.

Thank you.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, Nov 12, 2014 at 9:29 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted]

To: [email protected]

Dear [redacted]:

Thank you for taking the time to address our complaint with Premier Turf Farms. We read his response but we do not feel it is of any use at this point.

He only responded because we filed a complaint with Revdex.com. Several attempts were made via email. Why did he not share the file with us sooner.

It was only when my wife finally called the office that she was told that the sod was only guaranteed for 24 hours but this was almost a year after the service.

We know he came by to pick up the palette that they left behind but as he claimed, he never contacted us again and that is what led us to file the complaint.

We have since hired another company to fix the damage on the lawn and we have grass growing again. I would not refer this company.

Thank you.