Pro Turf Artificial Grass

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 7 years. I 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 installation. they 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.

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,

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

The installation in question was complet** over a year ago and as in normal practice we were paid in full on the day of the installation approximately May 13, 2013.  The job was inspect** at that time and we receiv** kudos from the complainant at the time. 

 

About two weeks...

later they call** and ask** if we could make a change in the level of the putting green and we compli** with that request.  Change requests like this normally come while the job is in progress. 

 

Approximately a month later the complainants' wife call** and ask if I would come to the job and she said they want** me to see something.  I compli** and met with her.  She said that there were a few visual things they want** me to see and when she tri** to point to them we were unable to see what she want** to show me.  Her exact words were " I guess you have to be here in certain lights because I can't  find them".  I said I would return in better light.  I did come back and notic** a few areas that could take some additional sand.  We went back and put another 200 pounds of sand, re-brush** the putting green and the fringe.  She said they were fine at that time. 

 

Later she call** and said that they could see a few indentations where we  appli** a few nails and sand to the surface. The area underneath the green was somewhat virgin ground and when the ground settl**, it creat** a few areas that had to be re-tack**. This is a normal proc**ure. Once again we compli**.

 

Several months later she indicat** that her husband want** me to come back again to fix the green.  I went back again to try to see what they were addressing and it was a cloudy day and I was unable to see what their concerns were at that time. I told them we would come back and put additional sand and re-brush again and we did.  This time we put more sand down, and we look** over the grass for several hours. At that moment I was completely assur** in  my own mind that we did all that we do.

 

There are some buyers who just can't be pleas**.  We make every effort to make all of our customers happy.  All the while this situation was going on the complainants' children us** the putting green and at no time was their any indication that ball did roll straight or that there were bumps or anything else that would cause there to be a situation like this. 

 

The putting green has been complet** for over a year.  We have return** several times in an effort to try to see what they were complaining about and we fix** what ever there was to be fix** and feel that we have given them a good product and installation.

 

We feel that the customers expectations are far beyond the norm and they are unreasonable.

 

Sincerely yours,

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]

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 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,

Review: 1. Had to pay for all work and product in full on day of installation

2. The product and work is not done and is not the quality we expect** and paid for

3. This work was start** over one year ago and many commitments to come out and correct the situation were never kept.

4. [redacted] keeps putting us off after repeat** phone calls

Start** calling in May 2013, 6/21/13 he ask** for some time, 3/21/14 he said next week or two 4/1/14, told on vacation next week, 4/10/14, told will repair within next 6 days, 4/16/14 told he will be at house tomorrow no show, 4/21/14 Monday said he would meet us at house 4/22/14 will call for time, 4/22/14 4:27 pm call** never heard from him said he would be there W**nesday between 10-12, Call** 4-23-14 no show will be there 4-24-14, met @ house, he said he would be here next week to resume repairs; 5/5/14 call[redacted] and he did not show last week and I want a refund or will file complaint, he said he would be at house 5-6-14. Came out and add** more sand and broom**. Still did not replace the grass. Left message on 5/9/14 and said I want refund. Work and product are unacceptable not done ONE YEAR LATER.Desired Settlement: We have been more than patient with this company to get him out here to resolve the situation and/or refund our money. Further, after several months of him not keeping his commitment we found out he is not a licens** contractor, but he is performing work that should be a license requirement. We paid alot of money for this work and a year has past with no resolution. We want our money back so we can hire another contractor to finish the job and replace the product.

Business

Response:

The installation in question was complet** over a year ago and as in normal practice we were paid in full on the day of the installation approximately May 13, 2013. The job was inspect** at that time and we receiv** kudos from the complainant at the time.

About two weeks later they call** and ask** if we could make a change in the level of the putting green and we compli** with that request. Change requests like this normally come while the job is in progress.

Approximately a month later the complainants' wife call** and ask if I would come to the job and she said they want** me to see something. I compli** and met with her. She said that there were a few visual things they want** me to see and when she tri** to point to them we were unable to see what she want** to show me. Her exact words were " I guess you have to be here in certain lights because I can't find them". I said I would return in better light. I did come back and notic** a few areas that could take some additional sand. We went back and put another 200 pounds of sand, re-brush** the putting green and the fringe. She said they were fine at that time.

Later she call** and said that they could see a few indentations where we appli** a few nails and sand to the surface. The area underneath the green was somewhat virgin ground and when the ground settl**, it creat** a few areas that had to be re-tack**. This is a normal proc**ure. Once again we compli**.

Several months later she indicat** that her husband want** me to come back again to fix the green. I went back again to try to see what they were addressing and it was a cloudy day and I was unable to see what their concerns were at that time. I told them we would come back and put additional sand and re-brush again and we did. This time we put more sand down, and we look** over the grass for several hours. At that moment I was completely assur** in my own mind that we did all that we do.

There are some buyers who just can't be pleas**. We make every effort to make all of our customers happy. All the while this situation was going on the complainants' children us** the putting green and at no time was their any indication that ball did roll straight or that there were bumps or anything else that would cause there to be a situation like this.

The putting green has been complet** for over a year. We have return** several times in an effort to try to see what they were complaining about and we fix** what ever there was to be fix** and feel that we have given them a good product and installation.

We feel that the customers expectations are far beyond the norm and they are unreasonable.

Sincerely yours,

Review: On or about November 11, 2013 we contracted with [redacted] owner of Pro Turf Artificial Grass to install a putting green that would be to replace an existing one and to install a new lawn area with artificial turf. Pro Turf was recommended to us by [redacted] as one of there trusted outside vendors and Pro Turf was also recommended by the Landscape people who were remodeling our yard. Pro Turf was paid in cash for $3750.00 for the work that was installed in our yard. The materials are supposed to have a 10 year warrant and guarantee and the a Lifetime Installation Warrantee. this is according on the original email from [redacted].

After the installation of our work we noticed that parts of the putting green were uneven and were sinking. We called to the owner on December 27,2014 to report our concerns, he told us that because it was the holiday week his workers were away and upon their return he would have someone out to check on the concern.

By the middle of January 2014 we had not heard from [redacted] so we called him on January 17, 2014 to follow up, he said that he had been ill and and would get on it, however, no one came to the house. We called again and again but there was always some sort of excuse. In the late spring around June, of 2014 he assured us that we would have a resolution because his crew was working nearby and would stop by to address the issue.

At about that time we noticed that the turf on the lawn portion of his work was rough and and discolored. We called on July 17, 2014 and [redacted] came to the house to see the issues himself, this was after we told him that were going to file a complaint to Revdex.com. He told us that the lawn turf was faulty and he took pictures for the manufacturer and said that when they replaced the lawn turf they would address the unevenness on the putting green. We called again to follow up in September and throughout the fall of 2014. In December of 2014 we were told about three weeks. We are tired of waiting.

The original installation took place in a timely fashion by [redacted]' workers and upon completion [redacted] picked up the cash payment from me in [redacted] from his residence in [redacted].

I include this fact because in a later subsequent visit that [redacted] made in July of 2014 to our house I asked him why the issue had dragged on for such a long time he told me that our property was a far drive for him. It didn't seem to be such a far drive for the original contract and to pick up the payment, absolutely ridiculous!

In addition to this complaint to the Revdex.com we have also visited [redacted] to inform them that one of their trusted vendors was not so trustworthy. They called him on January 27, 2015 and he said that he would reach out to us the next day. Today is Saturday, January 31st, there have been no calls.

What should we do? We have expressed our understanding upon our initial request for service, we have expressed concern for [redacted] health when he said he was ill, we have expressed anger at the length of an outcome and finally we are just completedly frustrated by this company who boasts of excellent service and that he stands behind his product.

I have photos of the defective product which is now the more concerning issue if they are needed.

ALso, I have printed out phone records for some of the calls that were made to [redacted] from my husband's line, I however, now have a different number but I'm sure I could get more records if need be.

The dates for calls are to numerous to list on the next page but I assure you that there were many, many calls.Desired Settlement: We would like our lawn area replaced and our putting green fixed by March 1, 2015. We would also like a letter of apology from [redacted]. He seemed like such an upstanding person, I guess you can't always judge someone so quickly. SO disappointed.

Thank you, [redacted]

Business

Response:

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

Review: On June 3, AZ Proturf installed artificial grass and in the process the workers cut three sides of the grass crooked. I calledthe owner later that day and explained my issue. ** assure me that the problem would be fixed the next time they came to [redacted] which was in a few weeks. After weekly calls and pictures sent, the owner has still yet to send someone to fix the issue 12 weeks later. I want it fixed and if it can't be fixed I would like new grass installed.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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]

Review: [redacted], of Pro Turf Artificial Grass was contracted to install artificial turf at our home. He visited the site prior to quoting the project and provided a detailed explanation of how the artificial turf would be installed. It was explained that the existing grass and a portion of the earth beneath it would be removed and 4 inches of decomposed granite would then be compacted down to 2 inches before the turf would be installed by nailing it down and covering it with silica sand. During the time [redacted] was measuring the lawn I asked if he was a licensed contractor to which he replied he was. The lawn was installed in record time and Pro Turf Artificial Grass was paid in full. The invoice explicitly confirms the verbal warranty offered by [redacted] of a lifetime installation warrantee to the original buyer but does not list a [redacted] license number as required by the [redacted]. Less than 30 days later wrinkles began to form and [redacted] was notified and replied promptly that he would have someone come by and put additional nails in the turf. Another 30 days past and still no repairs have been made and [redacted] has ignored recent attempts to contact him. Furthermore, we have contacted the [redacted] and they have no record of a contracting license held by [redacted] or Pro Turf Artificial Grass. It has also been discovered that the base which the artificial grass is installed on is not 2" of compacted decomposed granite which could be attributed to the problems we are experiencing.Desired Settlement: I would appreciate [redacted] following up on his commitment to remedy problems with our artificial turf installation.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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 7 years. I 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 installation. they 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.

Consumer

Response:

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,

Business

Response:

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