Rettmann Lawn Service, Inc.

We have been aware of the frustration that the customer has experienced in this projectSome of the frustration could have been prevented by more frequent communications with the customer as the schedule changed due to weather and unforeseen issues involved in the project and with our schedule
Admittedly, we could have done better with thatWe have had an illness in our family which has challenged us this past month Even still, because we are committed to integrity with our customers, we worked very hard to provide a quality product for the homeowner, and we feel that we did our part in doing that We did additional work to ensure a successful outcome in achieving proper drainage in their yard, and we acted quickly to replace their dead sod right before a holiday, to alleviate the potential frustration of looking at dead sod for a long weekend! To address the points listed in the complaint from the customer 1) the schedule was changed due to weather No deposit had been made yet2) Sod from the same pallet was also installed after this customer, in other locations with no issues, which rules out the idea of the sod being diseased or unhealthy 3) The customer did not communicate their concerns about the forecast, which prompted them to make a trench themselves The forecast we saw did not include rain for that dayIn fact, it did not rain that day at all We put the project on pause to discuss the issue of whether to raise the sidewalk or not, and to acquire the equipment to do that4) We requested that the customer make sure they had proper hoses and sprinklers days prior to the delivery of the sod Written instructions were emailed in the evening after the first portion of sod was installed, by 815, just hours after we left the job site The customer did not indicate that they were unsure of how to water sod, even after thisInstructions were included in an email where we told them to soak the sod initially, and also specifically where they were instructed to make sure the water was reaching the soil underneath the sod The instructions were to water twice daily The conflicting information that the customer referenced was just about how long to water But the instructions were clear that they should determine the adequacy by looking at the soil underneath They did not contact us with any questionsWhen we investigated the reasons that the sod was dead, we found that the soil underneath was dry, the sod had shrunk and left gaps between the pieces of sod, and the hoses and sprinklers were insufficient to reach all the areasThe sod was very light when we removed it, also indicating that it had been dry for some timeWe consulted the sod supplier and showed the photo of the dead sod They confirmed that the photo indicated inadequate watering 5) Our conclusion is that the customer clearly did not water adequately In consideration of their frustration, we graciously proposed a fair resolution would be to do the replacement for just the costs of our labor, at a 25% discount, plus just our cost of the sod, and no charge for disposal of all the dead sod We feel that we provided a quality product and that we have been fair in asking for compensation for our time and materials Another issue that arose on the project was that the soil in their yard was very heavy clay soil We removed yards of that soil and replaced with quality soil to achieve proper drainage The customer offered to pay for this work, but now declines to pay anything above the original quote on the projectWe feel the that frustration with the timing is not a valid reason to withhold payment for the materials and services we provided We believe that the sod died from inadequate watering especially because other customers had no issues, and their sod came from the same pallet and was installed even after this customers was installed

I am rejecting this response because:
The claims from Rettman were:1. The sod was inadequately watered2. The hoses were not long enough and sprinkler was not reaching all areas.3. That sod from the same pallet was delivered to three other customers on Tuesday who had no issues.4. That when removing dead sod, most pieces were dried out.5. That the supplier, Magnuson Sod, made it clear they have had no quality issues.To point 1. We not only followed the instructions but gave extra water to the sod that was struggling. We made this clear even when it was believed to be a fungus (in which case watering would have made it worse). We have many witnesses who observed us watering.To point 2: Rettman never checked to see how far our hose and sprinklers reach and simply said they didn’t reach far enough. They do, and not only that, while using the sprinkler we used a hose with a sprayer to spray areas as well.To point 3: I have no information to confirm or deny this claim, other than to say that I acknowledge that Rettman left our property on Tuesday without telling us they had completed their work. Where they went, I do not know.To point 4: Yes, dead sod is typically dry. It dries out faster. We also had not watered all the dead sod that morning given that it was a fungus and being replaced.To point 5: I would expect every supplier to say they have no quality issues.Suggested ResolutionHaving paid $1,500 already, we agree to pay the remaining $1,470 per the original bid. That amount is not in question. In our original complaint, and as per above, we feel we should not pay for the extra $390 in labor for regrading because of dissatisfaction with the quality. However, as an effort to get this resolved and satisfy both parties, we will agree to pay the $390 in labor for regrading. This would result in a final balance of $1,470 + $390 or a total of $1,860.Again, having consistently stated we would not pay for the dead sod, and with ample evidence in support of our care (both in terms of equipment and reach of hoses, as well as witnesses), as well as the obvious truth that the “good sod” that was installed earlier has always thrived whereas the other sod died despite our extra care, we do not agree to any additional cost for new sod or labor to install or remove.