Pro Turf Artificial Grass

We just returned from our necessary trip back East Thank you for the opportunity to respond.October 6, All through the customers complaint there is a mention, "to fix it"It isn't broken There is nothing to be 'fixed' They are asking that the grass be trimmed a little more on the side The initial grass was not installed incorrectly I reiterate the details of the installation Our workers were there several hours The customer had watched the installation as it was being done and at any time during that time or as the job was completed we asked how they like it and they concurred that they did like it and we ask for final payment of which we receivedAt no time did the customer mention that there was something that they didn't like or needed to be changed A day or so later we did receive a call after the installation and at that time we received what I will call a 'job order change' and I indicated that we would respond The 'job order change' was asking for a closer cut on the side of the grass Our installer has made several attempts to contact the customer and has not been able to comply with their schedule We still have every intent to assist the customer to make the 'job order change' that they are asking for and at no charge to the customer Patience and understandingThe job is not an unsightly installation We will work with the customer if they will be willing to work with us [redacted]

There is no need to respond and respond to each allegation and claim Mr [redacted] has made The bottom line is that we plan to go there Monday, weather permitting and make the adjustments to the yard We had been there once and made adjustments I would be more than interested in seeing the S/F installation that Mr [redacted] indicates in his response Our plan is to go there MondayRespectfully, [redacted] Pro Turf Artificial Grass

Revdex.com: I have review [redacted] the response made by the business in reference to complaint ID [redacted] , and have determin [redacted] that this proposed action would not resolve my complaint For your reference, details of the offer I review [redacted] appear below On August 29th, a day after we filed the complaint with the Revdex.com we received a call from [redacted] with Pro TurfMy husband schedul [redacted] an appointment with [redacted] for Saturday September 6th at 8am to come and fix the turf [redacted] did not show up for the scheduled appointment and did not call to cancel or change the appointment time or dateHe has not return [redacted] any of our follow up phone callsWe do not wish to resolve this issue until our turf is fixed because for the past months, [redacted] keeps telling us he will send someone out to resolve this issue and nobody has been here to correct itThese are the pictures that we sent to the owner on three different occasionsOur issue is not that we needed a little taken off one side, it was that we wanted it cut straightThe pictures clearly show how all three sides are cut crookedThe day the turf was installed, I had to run back and forth to work so I was not at home for the entire installmentI did discuss beforehand with [redacted] and the crew that I only wanted the two corners curved and the three sides to remain straightThe grass comes with straight edges so there was no reason for me to think they cut the sides and when I looked at the turf from my porch I couldn't tellIt appeared to be symmetrical so I made final paymentAfter further inspection, within the hour I called the owner and voiced my complaintThe owner told me it was an easy fix and would be back in a few weeks to correct itNow it has been over three months, we have talked to [redacted] on many occasions, and finally had to make a complaint on the Revdex.com because our turf still has not been fixedAll we want is a date and time where somebody actually shows up to fix our turfIf it is such an easy fix why has it taken over months to be resolved Regards, [redacted]

In response to your email and complaint # [redacted] As noted in the complainers note, the job was installed as noted Like always we ask the customer to review the job After that we ask for final payment Both of these actions happened The customer looked at the job, said they were very happy and gave us a check for the completed installation and my men left The job took 3-1/hours to install The customer was on the job cite all during the installation and at any time they could have indicated that they wanted a change to be made They could have said that they wanted it changed when we ask them to review the job before we were paidThey didn'tThe customer did call me later and ask if we would trim or inches off of one of the sides and I did say that we would do that as a customer service the next time we were in [redacted] The grass has been installed, the customer reviewed it and paid for it then decided later that they would like an alteration by trimming it a little moreWe are talking about or inches of which I could not see in the photo's we receivedIf the job hadn't been installed or if it were of an inferior quality or any other number of reasons there might be reason to complain and go to the Revdex.com The customer askedfor an additional service and we will still trim it In our estimation this is not a material or installation complaint And as I indicated, we will still trim it for the customer [redacted] Pro Turf Artificial Grass

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action did not resolve my complaint. For your reference, details of the offer I reviewed appear below. The installation crew did arrive this morning, one of them pounded in some nails while the others watched, another took video of the effort, and a final crew member discarded his [redacted] can in my yard. I'm not sure if this was a reconnaissance mission or if it was intended to rectify the problem but when I arrived home this afternoon there were still wrinkles in the artificial turf. I look forward to the response of Pro Turf Artificial Grass as to when the installation problems will be rectified. Regards, [redacted]

We did not sell this customer the grass in question I was asked if I could get it installed It was installed by men who I have used in my business for over yearsI also told the owner that the grass was not of a high quality in a response to one of his emails Aside from that, we are here We had gone back to the installation to make the changes that the customer wanted As noted in his response after we had gone back was nothing more than diatribe The installers sent back pictures of the finished rebrused and resanded installationthey have been doing this for 8+ years and know what had to be done All that was noted by the customer was that they threw a soda can on his property and he mentioned that one man worked the power brush while the others stood around It only takes one man to run the power brush He or someone noticed this all through the window Someone watching from inside and if the yard was so critical and so bad it behooves me as to why someone didnt come out and point out the problem while the men were there At any time he or whoever was at the residence could have come out and pointed to what ever he is complaining about now There are some people who just like to complain

The Grass will be changed out Friday and the Putting Green will be rolled.Respectfully, ** ***Pro Turf Artificial Grass

It is our responsibility to correct any installation That was conveyed to the customer The grass had been installed as the complainee indicated 'in record time' as we try to do in all cases We are fallible even though we try to be otherwise The job is schedule to be
revisited tomorrow and will be completed.We did not sell the complainee the grassHe had purchased it form someone else, all we did was install it I want the complainee to be on notice that the grass that he had purchased from someone else had a weak backing and that was part of the problemAs quoted herein the job will be completed and we will see if you are notified 'in record time' of the completion of our service As far as the depth of the DG , because of the gradation of the yard and the curbing we had to lay into, there would be a certain leveling (feathering) needed to do the job correctly It was done, we do the same daily.** ***Pro Turf Artificial Grass

In response to your email and complaint # [redacted]  As noted in the complainers note, the job was installed as noted.  Like always we ask the customer to review the job.  After that we ask for final payment.   Both of these actions happened.  The customer looked at the job,...

said they were very happy and gave us a check for the completed installation and my men left.  The job took 3-1/2 hours to install.  The customer was on the job cite all during the installation and at any time they could have indicated that they wanted a change to be made.  They could have said that they wanted it changed when we ask them to review the job before we were paid. They didn't. The customer did call me later and ask if we would trim 1 or 2 inches off of one of the sides and I did say that we would do that as a customer service the next time we were in [redacted].  The grass has been installed, the customer reviewed it and paid for it then decided later that they would like an alteration by trimming it a little more. We are talking about 1 or 2 inches of which I could not see in the photo's we received. If the job hadn't been installed or if it were of an inferior quality or any other number of reasons there might be reason to complain and go to the Revdex.com.  The customer askedfor an additional service and we will still trim it.  In our estimation this is not a material or installation complaint.  And as I indicated, we will still trim it for the customer.  
 
[redacted]
Pro Turf Artificial Grass

We just returned from our necessary trip back East.  Thank you for the opportunity to respond.October 6, 2014 All through the customers complaint there is a mention, "to fix it". It isn't broken.  There is nothing to be 'fixed'.  They are asking that the grass be trimmed a little more on the side.  The initial grass was  not installed incorrectly.  I reiterate the details of the installation.  Our workers were there several hours.  The customer had watched the installation as it was being done and at any time during that time or as the job was completed we asked how they like it and they concurred that they did like it and we ask for final payment of  which we received. At no time did the customer mention that there was something that they didn't like or needed to be changed.  A day or so later we did receive a call after the installation and at that time we received what I will call a 'job order change' and I indicated that we would respond.  The 'job order change' was asking for a closer cut on the side of the grass.  Our installer has made several attempts to contact the customer and has not been able to comply with their schedule.  We still have every intent to assist the customer to make the 'job order change' that they are asking for and at no charge to the customer.  Patience and  understanding. The job is not an unsightly installation.  We will work with the customer if they will be willing to work with us. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have quoted the copy I sent [redacted] earlier. After receiving the response below, [redacted] reached out the business owner and he agreed to contact us in order to rectify the installation issue. However, the owner never made an attempt to contact us. Furthermore, the owner has never returned a call or email to me since collecting the money. I am very surprised that anyone in any service business would take this approach to customer service, especially in an industry that would benefit so greatly from referrals like his. I appreciate your efforts in this matter and look forward to a favorable conclusion.I just reviewed the response online that Pro Turf posted with regards to their honoring a written installation warranty and quite honestly I am flabbergasted that they are not interested in resolving the issue outside of court. The owner replied back that some people just like to complain. The facts are that I had to complain to Revdex.com to get him to respond after he ignored telephone calls and emails. Furth more, the day his crew showed up, I had no advanced notice. The crew did not notify anyone in the house that they were there, and they did not notify anyone in the house that they had made any repairs and were leaving. They came at a time when I needed to take my children to school and the only reason I could see what was done was by reviewing surveillance video. At no time did I have an opportunity to interact with the crew or the owner. The owner has avoided meeting at the project site to see the actual problem and has instead deflected the issue by calling the turf that he agreed to install and warranty the installation of, poor quality. This only came up after he was paid in full and did not wish to repair an installation issue. There is over 2000 sq ft of the exact same product installed less than a mile from home and they are not having any issues at all. It is very convenient to call your customers complainers and unpleasable by deflecting away from your own shortcomings. My wish is that Pro Turf either come out and rectify the installation or refund our money so that we can hire someone else to do the work we contracted Pro Turf to do. Thank you for your time and efforts in this matter.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action did not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The installation crew did arrive this morning, one of them pounded in some nails while the others watched, another took video of the effort, and a final crew member discarded his [redacted] can in my yard. I'm not sure if this was a reconnaissance mission or if it was intended to rectify the problem but when I arrived home this afternoon there were still wrinkles in the artificial turf. I look forward to the response of Pro Turf Artificial Grass as to when the installation problems will be rectified.
Regards,
[redacted]

Revdex.com:
I have review** the response made by the business in reference to complaint ID [redacted], and have determin** that this proposed action would not resolve my complaint.  For your reference, details of the offer I review** appear below.
On August 29th, a day after we filed the complaint with the Revdex.com we received a call from [redacted] with Pro Turf. My husband schedul** an appointment with [redacted] for Saturday September 6th at 8am to come and fix the turf. [redacted] did not show up for the scheduled appointment and did not call to cancel or change the appointment time or date. He has not return** any of our follow up phone calls. We do not wish to resolve this issue until our turf is fixed because for the past 3 months, ** keeps telling us he will send someone out to resolve this issue and nobody has been here to correct it. These are the pictures that we sent to the owner on three different occasions. Our issue is not that we needed a little taken off one side, it was that we wanted it cut straight. The pictures clearly show how all three sides are cut crooked. The day the turf was installed, I had to run back and forth to work so I was not at home for the entire installment. I did discuss beforehand with ** and the crew that I only wanted the two corners curved and the three sides to remain straight. The grass comes with straight edges so there was no reason for me to think they cut the sides and when I looked at the turf from my porch I couldn't tell. It appeared to be symmetrical so I made final payment. After further inspection, within the hour I called the owner and voiced my complaint. The owner told me it was an easy fix and would be back in a few weeks to correct it. Now it has been over three months, we have talked to ** on many occasions, and finally had to make a complaint on the Revdex.com because our turf still has not been fixed. All we want is a date and time where somebody actually shows up to fix our turf. If it is such an easy fix why has it taken over 3 months to be resolved.
Regards,
[redacted]

There is no need to respond and respond to each allegation and claim Mr. [redacted] has made.  The bottom line is that we plan to go there Monday, weather permitting and make the adjustments to the yard.  We had been there once and made adjustments.  I would be more than interested in seeing the 2000 S/F installation that Mr. [redacted] indicates in his response.  Our plan is to go there Monday. Respectfully, [redacted]Pro Turf Artificial Grass

In response to your email and complaint # [redacted]  As noted in the complainers note, the job was installed as noted.  Like always we ask the customer to review the job.  After that we ask for final payment.   Both of these actions happened.  The customer looked at the job,...

said they were very happy and gave us a check for the completed installation and my men left.  The job took 3-1/2 hours to install.  The customer was on the job cite all during the installation and at any time they could have indicated that they wanted a change to be made.  They could have said that they wanted it changed when we ask them to review the job before we were paid. They didn't. The customer did call me later and ask if we would trim 1 or 2 inches off of one of the sides and I did say that we would do that as a customer service the next time we were in [redacted].  The grass has been installed, the customer reviewed it and paid for it then decided later that they would like an alteration by trimming it a little more. We are talking about 1 or 2 inches of which I could not see in the photo's we received. If the job hadn't been installed or if it were of an inferior quality or any other number of reasons there might be reason to complain and go to the Revdex.com.  The customer askedfor an additional service and we will still trim it.  In our estimation this is not a material or installation complaint.  And as I indicated, we will still trim it for the customer.  

 

Pro Turf Artificial Grass

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have quoted the copy I sent [redacted] earlier. After receiving the response below, [redacted] reached out the business owner and he agreed to contact us in order to rectify the installation issue. However, the owner never made an attempt to contact us. Furthermore, the owner has never returned a call or email to me since collecting the money. I am very surprised that anyone in any service business would take this approach to customer service, especially in an industry that would benefit so greatly from referrals like his. I appreciate your efforts in this matter and look forward to a favorable conclusion.I just reviewed the response online that Pro Turf posted with regards to their honoring a written installation warranty and quite honestly I am flabbergasted that they are not interested in resolving the issue outside of court. The owner replied back that some people just like to complain. The facts are that I had to complain to Revdex.com to get him to respond after he ignored telephone calls and emails. Furth more, the day his crew showed up, I had no advanced notice. The crew did not notify anyone in the house that they were there, and they did not notify anyone in the house that they had made any repairs and were leaving. They came at a time when I needed to take my children to school and the only reason I could see what was done was by reviewing surveillance video. At no time did I have an opportunity to interact with the crew or the owner. The owner has avoided meeting at the project site to see the actual problem and has instead deflected the issue by calling the turf that he agreed to install and warranty the installation of, poor quality. This only came up after he was paid in full and did not wish to repair an installation issue. There is over 2000 sq ft of the exact same product installed less than a mile from home and they are not having any issues at all. It is very convenient to call your customers complainers and unpleasable by deflecting away from your own shortcomings. My wish is that Pro Turf either come out and rectify the installation or refund our money so that we can hire someone else to do the work we contracted Pro Turf to do. Thank you for your time and efforts in this matter.

Regards,

I have review** the response made by the business in reference to complaint ID [redacted], and have determin** that this proposed action would not resolve my complaint.  For your reference, details of the offer I review** appear below.

On August 29th, a day after we filed the complaint with the Revdex.com we received a call from [redacted] with Pro Turf. My husband schedul** an appointment with [redacted] for Saturday September 6th at 8am to come and fix the turf. [redacted] did not show up for the scheduled appointment and did not call to cancel or change the appointment time or date. He has not return** any of our follow up phone calls. We do not wish to resolve this issue until our turf is fixed because for the past 3 months, ** keeps telling us he will send someone out to resolve this issue and nobody has been here to correct it. These are the pictures that we sent to the owner on three different occasions. Our issue is not that we needed a little taken off one side, it was that we wanted it cut straight. The pictures clearly show how all three sides are cut crooked. The day the turf was installed, I had to run back and forth to work so I was not at home for the entire installment. I did discuss beforehand with ** and the crew that I only wanted the two corners curved and the three sides to remain straight. The grass comes with straight edges so there was no reason for me to think they cut the sides and when I looked at the turf from my porch I couldn't tell. It appeared to be symmetrical so I made final payment. After further inspection, within the hour I called the owner and voiced my complaint. The owner told me it was an easy fix and would be back in a few weeks to correct it. Now it has been over three months, we have talked to ** on many occasions, and finally had to make a complaint on the Revdex.com because our turf still has not been fixed. All we want is a date and time where somebody actually shows up to fix our turf. If it is such an easy fix why has it taken over 3 months to be resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action did not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The installation crew did arrive this morning, one of them pounded in some nails while the others watched, another took video of the effort, and a final crew member discarded his [redacted] can in my yard. I'm not sure if this was a reconnaissance mission or if it was intended to rectify the problem but when I arrived home this afternoon there were still wrinkles in the artificial turf. I look forward to the response of Pro Turf Artificial Grass as to when the installation problems will be rectified.Regards,

It is our responsibility to correct any installation.  That was conveyed to the customer.  The grass had been installed as the complainee indicated 'in record time' as we try to do in all cases.  We are fallible even though we try to be otherwise.  The job is schedule to be...

revisited tomorrow and will be completed.We did not sell the complainee the grass. He had purchased it form someone else, all we did was install it.  I want the complainee to be on notice that the grass that he had purchased from someone else had a weak backing and that was part of the problem. As quoted herein the job will be completed and we will see if you are notified 'in record time' of the completion of our service.  As far as the depth of the DG , because of the gradation of the yard and the curbing we had to lay into, there would be a certain leveling (feathering) needed to do the job correctly.  It was done, we do the same daily.[redacted]Pro Turf Artificial Grass

The Grass will be changed out Friday and the Putting Green will be rolled.Respectfully, [redacted]Pro Turf Artificial Grass