Initial Business Response /* (1000, 10, 2014/03/12) */
We have spoken to both *** and his wife several times in the past: as a matter of fact, I spoke with *** only a couple weeks agoI told him again, at that time, he needs to pay for the repairs and he agreedI told him I would
call him when I found that particular product in that particular dye lot (which is very hard to do)We have to sort through year old stacks of old product which is not done overnightWe at TURF-N THE WORLD sold him the turf but the install was done by an outside contractor, who is certified, by us, to install our turfThey paid that contractor separately
From day one we told him and his wife they would need to pay for the repairThey don't want to pay for anythingWe are responsible for their dog tearing up the turfOur warranty does not cover this type of damage and shouldn't
We will send him a price to fix the issueIf he wants us to fix the torn turf he will have to sign the work request and send it back
TURF-N THE WORLD, Inc
*** *** CEO
One correction...We are NOT responsible for thier dog tearing up the turf and our warranty does not cover such repairs
Initial Consumer Rebuttal /* (3000, 12, 2014/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for responding, I did learn a few thingsFirst I didn't know that the people who installed my grass was a third party contractorSecond, every time I see your sale reps in the canyon lake farmers market on Sundays they continuously inform us that dog destructions are covered under warrantyThird we were never informed that you were looking for a perfect match and we were NOT given an optionWe just want the grass to be replaced
Also we were never given a warranty when the grass was installedWe did receive the warranty about months laterBy then the grass had already been destroyedWe have yet to receive a price on the repairThis case was opened on 01/10/and you responded days later! Not exactly showing a strong case on how fast you respond to things, especially with an issue with the Revdex.com
Final Consumer Response /* (4200, 16, 2014/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for responding (much faster this time) I am glad that you are going to talk to your sales reps at the booth because they should not be promising things that are just not trueAs far as this being "a little bit of an exaggeration" I do have records of phone calls and messages trying to get this issue under control for months! We did go with a less expensive grass in our dog run because you assured us that no dog can lift up or damage your grassYou keep saying you have a repair bill I would like to see itThis is the first time I have had to ever file a compliant with Revdex.com I tried for a long time to get a hold of you or someone to fix this and it never happenedI am glad I did because now "out of pure luck" as you put it you found a matching piece
Final Business Response /* (4000, 18, 2014/04/07) */
We did what we said we would doWe sent them a price to fix itWe have not heard back from them yetThank you
Initial Business Response /* (1000, 10, 2014/03/12) */
We have spoken to both *** and his wife several times in the past: as a matter of fact, I spoke with *** only a couple weeks agoI told him again, at that time, he needs to pay for the repairs and he agreedI told him I would
call him when I found that particular product in that particular dye lot (which is very hard to do)We have to sort through year old stacks of old product which is not done overnightWe at TURF-N THE WORLD sold him the turf but the install was done by an outside contractor, who is certified, by us, to install our turfThey paid that contractor separately
From day one we told him and his wife they would need to pay for the repairThey don't want to pay for anythingWe are responsible for their dog tearing up the turfOur warranty does not cover this type of damage and shouldn't
We will send him a price to fix the issueIf he wants us to fix the torn turf he will have to sign the work request and send it back
TURF-N THE WORLD, Inc
*** *** CEO
One correction...We are NOT responsible for thier dog tearing up the turf and our warranty does not cover such repairs
Initial Consumer Rebuttal /* (3000, 12, 2014/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for responding, I did learn a few thingsFirst I didn't know that the people who installed my grass was a third party contractorSecond, every time I see your sale reps in the canyon lake farmers market on Sundays they continuously inform us that dog destructions are covered under warrantyThird we were never informed that you were looking for a perfect match and we were NOT given an optionWe just want the grass to be replaced
Also we were never given a warranty when the grass was installedWe did receive the warranty about months laterBy then the grass had already been destroyedWe have yet to receive a price on the repairThis case was opened on 01/10/and you responded days later! Not exactly showing a strong case on how fast you respond to things, especially with an issue with the Revdex.com
Final Consumer Response /* (4200, 16, 2014/03/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for responding (much faster this time) I am glad that you are going to talk to your sales reps at the booth because they should not be promising things that are just not trueAs far as this being "a little bit of an exaggeration" I do have records of phone calls and messages trying to get this issue under control for months! We did go with a less expensive grass in our dog run because you assured us that no dog can lift up or damage your grassYou keep saying you have a repair bill I would like to see itThis is the first time I have had to ever file a compliant with Revdex.com I tried for a long time to get a hold of you or someone to fix this and it never happenedI am glad I did because now "out of pure luck" as you put it you found a matching piece
Final Business Response /* (4000, 18, 2014/04/07) */
We did what we said we would doWe sent them a price to fix itWe have not heard back from them yetThank you