Sunburst Landscaping

To Whom It May Concern:

Sunburst Landscaping received and reviewed the above referenced complaint from [redacted].  We are aware of some of the issues that she has emailed the Revdex.com about and have been in communication with her.  We do take customer satisfaction and customer service...

very serious and have shown this throughout our 38 years in business.  We have been trying to provide a solution for [redacted] without success up to this point, per our various site visits, phone conversations, and emails.

[redacted] listed various issues in her complaint including an incorrect shape of grass, and incorrect color of concrete.  After the installation was complete [redacted] sent an email on July 1, 2013 at 6:24 pm which stated, “ [redacted] – the grass and pavers look awesome! Your guys did a wonderful job!  It’s absolutely beautiful!” [redacted] had input during the design process, signed off on, and complimented the project which was installed with a rectangle shape grass area and the standard grey curbing.  Our sales representative, [redacted], did not say, “our company can only do a square shape” per her complaint. Our company can do any size or shape the customer wants, however we may advise them that they can save money on the waste since the product comes in 15’ foot widths.  It is always up to the customer and we provide them with ways to save money during the design process. The fact that she sent us this email after her install proves that she did initially like the shape of her grass and color selection of curbing and pavers.

In September 2013 we received an email from [redacted] regarding the pavers not holding up, cracking, and chipping.  [redacted] emailed [redacted] back and stated that chipped pavers would be a warranty item and requested a photo.  The pavers installed are 3000 psi tested Belgard Pavers.  Our Belgard pavers also come with a lifetime warranty since we are a certified Belgard installer.  The picture [redacted] sent did not show any cracks or chips but rather the natural look of pavers and the joint lines where the pavers lined up with each other.   Please review the attached picture we are referencing here sent by [redacted].

[redacted] emailed her on October 3, 2013 at 9:21 am stating, “Thank you for the photos. Honestly I do not see any cracks in the pavers.  I think you may be referring to the sand filled joints where the pavers meet. The photos you sent are a normal installation.” [redacted] replied back stating, “They are there and they are deep – so please do a physical visit if needed to verify the integrity of my statement and honor my warranty.” [redacted] then followed up and went to her house for a physical site visit. He did not see any chips in the pavers and told her the cracks she was referring to was the space where the pavers lined up with each other, all part of the normal look of a paver installation.

 

In January 2014 [redacted] first contacted our company regarding her melted turf.  This is a legitimate issue and her turf has melted due to excessive heat caused by the effect of the suns energy magnified by glass windows.  We had the factory representative come down to look at the turf.  After his inspection of the turf, he determined that is was indeed caused by the sun reflecting off of a surface and suggested it could be caused by a trampoline with metal legs that was located in the yard. Per the warranty documentation and page 2 of the signed contract (which was both signed and initialed by [redacted]) it states, “warranty shall not cover any defects or damage to the Easyturf/ Fieldturf product which derives from negligence, misuse, or abuse, vandalism, machinery, animals, fire, chemical reaction, acts of God, or damage due to excessive heat including the effect of the suns energy when magnified by glass or reflective surfaces”.

(A copy of this verbiage is submitted as an attachment to this complaint and is highlighted in yellow. ) We thought it could be caused by the trampoline but told [redacted] to do her own investigation to see if she can determine the cause, but it was definitely caused by the sun reflecting off of something. On March 21, 2014 at 8:54 am [redacted] sent an email to [redacted] which reads, “Here’s proof that it is from the window glare, and I have multiple pictures from different angles” and “I also have 2 statements from sunscreen companies stating the cause is from window glare.”  At this time we emailed copies to [redacted] of contract she initialed and her warranty documentation highlighting the areas which is stated and pre-warned the customer of issues regarding burning/ melting of artificial turf.  This is a non-warranty item which is out of our control.  We offered [redacted] a solution to fix the area.  She refused this and said she was seeking legal counsel.

We have not been “blowing her off” as stated in her complaint. We have logged 5 site visits and have dozens of phone calls/ emails back and forth.  We flew the rep in from California to look at her grass.  An email confirmation sent on January 21, 2014 said, “an Easyturf rep is flying in on February 6 to look at it” in which [redacted] sent back a response. This addresses her complaint that we accessed her yard without her permission with minor children home. She was notified on the date we would be there to access her yard and she never told us that the date would need to be rescheduled. The complaints about the lumpy base and poor drainage are not founded. The site visits verified that the only problem with her turf was the melted areas, which we would agree does not look good at all.

After reviewing [redacted]’s complaint I called her on Tuesday April 22, 2014.  I told her that customer service was important to me as the Vice President of the company and that I want her to be a happy customer.  I also told her that even though the burnt turf is specifically excluded from her warranty, I understand that consumers may not always read through the documents, and I wanted to work with her to fix the problem.   We feel bad that her turf is melted even though it was caused by no fault of our company.   I acknowledged that she spent her hard earned money for her project and that it is not our desire for her to feel unhappy with melted turf in her yard. She told me she didn’t want to work with me directly but would rather wait to see what the Revdex.com’s opinion and outcome would be.   I respect her desire to wait for the Revdex.com to follow up with her and therefore I will wait until I am notified by the Revdex.com with the next step in this process.

Sincerely,[redacted] : V.P. Sunburst Landscaping, Inc.

To Whom It May Concern:

Sunburst Landscaping received and reviewed the above referenced complaint from [redacted].  We are aware of some of the issues that she has emailed the Revdex.com about and have been in communication with her.  We do take customer satisfaction and customer service...

very serious and have shown this throughout our 38 years in business.  We have been trying to provide a solution for [redacted] without success up to this point, per our various site visits, phone conversations, and emails.

[redacted] listed various issues in her complaint including an incorrect shape of grass, and incorrect color of concrete.  After the installation was complete [redacted] sent an email on July 1, 2013 at 6:24 pm which stated, “ [redacted] – the grass and pavers look awesome! Your guys did a wonderful job!  It’s absolutely beautiful!” [redacted] had input during the design process, signed off on, and complimented the project which was installed with a rectangle shape grass area and the standard grey curbing.  Our sales representative, [redacted], did not say, “our company can only do a square shape” per her complaint. Our company can do any size or shape the customer wants, however we may advise them that they can save money on the waste since the product comes in 15’ foot widths.  It is always up to the customer and we provide them with ways to save money during the design process. The fact that she sent us this email after her install proves that she did initially like the shape of her grass and color selection of curbing and pavers.

In September 2013 we received an email from [redacted] regarding the pavers not holding up, cracking, and chipping.  [redacted] emailed [redacted] back and stated that chipped pavers would be a warranty item and requested a photo.  The pavers installed are 3000 psi tested Belgard Pavers.  Our Belgard pavers also come with a lifetime warranty since we are a certified Belgard installer.  The picture [redacted] sent did not show any cracks or chips but rather the natural look of pavers and the joint lines where the pavers lined up with each other.   Please review the attached picture we are referencing here sent by [redacted].

[redacted] emailed her on October 3, 2013 at 9:21 am stating, “Thank you for the photos. Honestly I do not see any cracks in the pavers.  I think you may be referring to the sand filled joints where the pavers meet. The photos you sent are a normal installation.” [redacted] replied back stating, “They are there and they are deep – so please do a physical visit if needed to verify the integrity of my statement and honor my warranty.” [redacted] then followed up and went to her house for a physical site visit. He did not see any chips in the pavers and told her the cracks she was referring to was the space where the pavers lined up with each other, all part of the normal look of a paver installation.

 

In January 2014 [redacted] first contacted our company regarding her melted turf.  This is a legitimate issue and her turf has melted due to excessive heat caused by the effect of the suns energy magnified by glass windows.  We had the factory representative come down to look at the turf.  After his inspection of the turf, he determined that is was indeed caused by the sun reflecting off of a surface and suggested it could be caused by a trampoline with metal legs that was located in the yard. Per the warranty documentation and page 2 of the signed contract (which was both signed and initialed by [redacted]) it states, “warranty shall not cover any defects or damage to the Easyturf/ Fieldturf product which derives from negligence, misuse, or abuse, vandalism, machinery, animals, fire, chemical reaction, acts of God, or damage due to excessive heat including the effect of the suns energy when magnified by glass or reflective surfaces”.

(A copy of this verbiage is submitted as an attachment to this complaint and is highlighted in yellow. ) We thought it could be caused by the trampoline but told [redacted] to do her own investigation to see if she can determine the cause, but it was definitely caused by the sun reflecting off of something. On March 21, 2014 at 8:54 am [redacted] sent an email to [redacted] which reads, “Here’s proof that it is from the window glare, and I have multiple pictures from different angles” and “I also have 2 statements from sunscreen companies stating the cause is from window glare.”  At this time we emailed copies to [redacted] of contract she initialed and her warranty documentation highlighting the areas which is stated and pre-warned the customer of issues regarding burning/ melting of artificial turf.  This is a non-warranty item which is out of our control.  We offered [redacted] a solution to fix the area.  She refused this and said she was seeking legal counsel.

We have not been “blowing her off” as stated in her complaint. We have logged 5 site visits and have dozens of phone calls/ emails back and forth.  We flew the rep in from California to look at her grass.  An email confirmation sent on January 21, 2014 said, “an Easyturf rep is flying in on February 6 to look at it” in which [redacted] sent back a response. This addresses her complaint that we accessed her yard without her permission with minor children home. She was notified on the date we would be there to access her yard and she never told us that the date would need to be rescheduled. The complaints about the lumpy base and poor drainage are not founded. The site visits verified that the only problem with her turf was the melted areas, which we would agree does not look good at all.

After reviewing [redacted]’s complaint I called her on Tuesday April 22, 2014.  I told her that customer service was important to me as the Vice President of the company and that I want her to be a happy customer.  I also told her that even though the burnt turf is specifically excluded from her warranty, I understand that consumers may not always read through the documents, and I wanted to work with her to fix the problem.   We feel bad that her turf is melted even though it was caused by no fault of our company.   I acknowledged that she spent her hard earned money for her project and that it is not our desire for her to feel unhappy with melted turf in her yard. She told me she didn’t want to work with me directly but would rather wait to see what the Revdex.com’s opinion and outcome would be.   I respect her desire to wait for the Revdex.com to follow up with her and therefore I will wait until I am notified by the Revdex.com with the next step in this process.

Sincerely,[redacted] : V.P. Sunburst Landscaping, Inc.

Review: I received a brochure about Easyturf fake grass installation after going to the Home & Landscaping show in Glendale, AZ. Upon contacting the company for an estimate, I was pursued by a gentleman named [redacted]. We met in my home and I told him I was looking for a kidney sized shape of grass with a concrete border about 20 x 30 feet. He advised that he could only do a square and decided the placement & size. At this point he never advised me that the grass could potentially burn if placed near a window, it was installed in July and no issues at the time. I also got a bid to install pavers of which were all guaranteed by warranty. The concrete began to chip, in chunks and it also wasn't colored as he sold me. It was supposed to be tan & it remained gray. When I notified him of the chips & the fact that it was still gray he told me to go to Home Depot to fix it. There are lumps and uneven bumps under the surface of the grass after the rain which means it didn't drain properly. I paid $2000.00 down when the job was completed and financed the balance in excess of $4500 through [redacted]. I didn't receive my warranty until late November around the same time that we had multiple rain storms. I began to notice the grass sinking, becoming loose & basically loosing it's form already. I emailed him because I noticed it appeared to be burning as well. Mind you, the entire summer it was fine @ the hottest point of AZ. He blew me off, we have multiple email dialogue where he passing the buck on me as if it were my fault. Then when I asked him to fix it, before my daughters 12th birthday he said someone would fly in to inspect it. This was handled when I wasn't home, the person didn't have permission to gain access into my backyard with my minor children him. They sent me a photo stating that I moved a trampoline and that caused the burn. I replied I moved the trampoline because I had rock delivered it was temporary and I had notified him of the burn prior to the rock delivery. He said that was my fault and sent me a repair bill for an additional $1500.00. I told him he was crazy and I was going to sue and he said not to call him again. The pavers are chipped. The concrete is chipped. The grass is burnt. He chose the location of the grass without warning me of the dangers of the placement and told me it wasn't covered because of that. I wasn't given a warranty until November, he told me it was covered for 8 years. My trampoline has a non-reflective surface & I have made my payment shonorably and timely & feel like I have been robbed.Desired Settlement: I want him to honor the product he sold me. I want them to fix the foundation where the huge lumps are & repair the pavers that are cracked, the corners that are loose and falling off & all of the chunks on the concrete border. I also want the color of concrete that I elected upon hiring his company. I do not want him in my backyard without my approval or any other unknown representative either for that matter. I feel like I deserve a cash discount for the anguish and time off work this will cost.

Business

Response:

To Whom It May Concern:

Sunburst Landscaping received and reviewed the above referenced complaint from [redacted]. We are aware of some of the issues that she has emailed the Revdex.com about and have been in communication with her. We do take customer satisfaction and customer service very serious and have shown this throughout our 38 years in business. We have been trying to provide a solution for [redacted] without success up to this point, per our various site visits, phone conversations, and emails.

[redacted] listed various issues in her complaint including an incorrect shape of grass, and incorrect color of concrete. After the installation was complete [redacted] sent an email on July 1, 2013 at 6:24 pm which stated, “ [redacted] – the grass and pavers look awesome! Your guys did a wonderful job! It’s absolutely beautiful!” [redacted] had input during the design process, signed off on, and complimented the project which was installed with a rectangle shape grass area and the standard grey curbing. Our sales representative, [redacted], did not say, “our company can only do a square shape” per her complaint. Our company can do any size or shape the customer wants, however we may advise them that they can save money on the waste since the product comes in 15’ foot widths. It is always up to the customer and we provide them with ways to save money during the design process. The fact that she sent us this email after her install proves that she did initially like the shape of her grass and color selection of curbing and pavers.

In September 2013 we received an email from [redacted] regarding the pavers not holding up, cracking, and chipping. [redacted] emailed [redacted] back and stated that chipped pavers would be a warranty item and requested a photo. The pavers installed are 3000 psi tested Belgard Pavers. Our Belgard pavers also come with a lifetime warranty since we are a certified Belgard installer. The picture [redacted] sent did not show any cracks or chips but rather the natural look of pavers and the joint lines where the pavers lined up with each other. Please review the attached picture we are referencing here sent by [redacted].

[redacted] emailed her on October 3, 2013 at 9:21 am stating, “Thank you for the photos. Honestly I do not see any cracks in the pavers. I think you may be referring to the sand filled joints where the pavers meet. The photos you sent are a normal installation.” [redacted] replied back stating, “They are there and they are deep – so please do a physical visit if needed to verify the integrity of my statement and honor my warranty.” [redacted] then followed up and went to her house for a physical site visit. He did not see any chips in the pavers and told her the cracks she was referring to was the space where the pavers lined up with each other, all part of the normal look of a paver installation.

In January 2014 [redacted] first contacted our company regarding her melted turf. This is a legitimate issue and her turf has melted due to excessive heat caused by the effect of the suns energy magnified by glass windows. We had the factory representative come down to look at the turf. After his inspection of the turf, he determined that is was indeed caused by the sun reflecting off of a surface and suggested it could be caused by a trampoline with metal legs that was located in the yard. Per the warranty documentation and page 2 of the signed contract (which was both signed and initialed by [redacted]) it states, “warranty shall not cover any defects or damage to the Easyturf/ Fieldturf product which derives from negligence, misuse, or abuse, vandalism, machinery, animals, fire, chemical reaction, acts of God, or damage due to excessive heat including the effect of the suns energy when magnified by glass or reflective surfaces”.

(A copy of this verbiage is submitted as an attachment to this complaint and is highlighted in yellow. ) We thought it could be caused by the trampoline but told [redacted] to do her own investigation to see if she can determine the cause, but it was definitely caused by the sun reflecting off of something. On March 21, 2014 at 8:54 am [redacted] sent an email to [redacted] which reads, “Here’s proof that it is from the window glare, and I have multiple pictures from different angles” and “I also have 2 statements from sunscreen companies stating the cause is from window glare.” At this time we emailed copies to [redacted] of contract she initialed and her warranty documentation highlighting the areas which is stated and pre-warned the customer of issues regarding burning/ melting of artificial turf. This is a non-warranty item which is out of our control. We offered [redacted] a solution to fix the area. She refused this and said she was seeking legal counsel.

We have not been “blowing her off” as stated in her complaint. We have logged 5 site visits and have dozens of phone calls/ emails back and forth. We flew the rep in from California to look at her grass. An email confirmation sent on January 21, 2014 said, “an Easyturf rep is flying in on February 6 to look at it” in which [redacted] sent back a response. This addresses her complaint that we accessed her yard without her permission with minor children home. She was notified on the date we would be there to access her yard and she never told us that the date would need to be rescheduled. The complaints about the lumpy base and poor drainage are not founded. The site visits verified that the only problem with her turf was the melted areas, which we would agree does not look good at all.

After reviewing [redacted]’s complaint I called her on Tuesday April 22, 2014. I told her that customer service was important to me as the Vice President of the company and that I want her to be a happy customer. I also told her that even though the burnt turf is specifically excluded from her warranty, I understand that consumers may not always read through the documents, and I wanted to work with her to fix the problem. We feel bad that her turf is melted even though it was caused by no fault of our company. I acknowledged that she spent her hard earned money for her project and that it is not our desire for her to feel unhappy with melted turf in her yard. She told me she didn’t want to work with me directly but would rather wait to see what the Revdex.com’s opinion and outcome would be. I respect her desire to wait for the Revdex.com to follow up with her and therefore I will wait until I am notified by the Revdex.com with the next step in this process.

Sincerely,[redacted] : V.P. Sunburst Landscaping, Inc.