ComplaintsforPremier Synthetic Turf

• Initial Complaint

  03/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Premier Turf installed turf back in 2016. I notice the damages and sent some pictures to them regarding the damage Turf. Premier Turf then filed the claim to company (Global Syn-Turf Claims. this company approved the claims and is ready to provide the new truf for installation.The premier Turf would like to charge $2800.00 to remove and re-install existing turf. NOTE: The only reason we have to remove this turf is due to product was defective). question is why must i pay for re-installation cost. i send an email to ************************ for reimbursement cost $2800.00 and they denied/rejected. I need your help for either company to accommodate this charges.it is unfair that we have to come up with removal and re-installation cost. (it's not our fault) and why must we pay this.kindly, let me know what you can help me with or where else can i do.*********************

  Business response

  04/22/2024

  This is in response to complaint #******** from *********************. The reason I did not respond was because ***** had agreed to retract her statement to the BBB. The reason she had agreed to retract her statement is because 1. Prior to her complaint, her husband had already agreed to our installation price, signed the contract and paid the deposit, and 2. She understands the need for us to charge an installation fee and has, herself, agreed to our contract price and is moving forward with having us install her new turf.
  The issue she had with her turf was due to a manufacturer defect. I am a synthetic turf installer and NOT the manufacturer of the turf. I have zero jurisdiction in regard to the manufacturer warranty, just as a plumber has zero jurisdiction if a customers water heater failed due to a defect. It is clearly stated in the manufacturer warranty provided to her, that in the case of a defect, the manufacturer will cover the cost of new turf but will not cover any fees associated with the installation of the new turf.
  I too provide a warranty to the customer, but it covers my workmanship for the installation of the turf, not a defect in the product itself. My warranty is valid for 2 years. Even if this customers issue was installation related, her project is almost 6 years out of warranty.
  With all of this being said, I still feel bad for customers in this situation. In these types of situations, my policy is to charge the customer enough to cover my costs to do the re-installation, but not make a profit. I am under no obligation to do the work at a discounted fee, but I just feel it is the right thing to do. For this particular project, my normal fee would be approx. $4,300.00, but I am only charging $2,700.00. In all actuality, I will still be out of pocket, for several hundred dollars, to do this job for the $2,700.00 I am charging.
  I have owned several businesses over the years and have never had a BBB complaint. I am a very honest and hardworking business owner, that does his very best to take great care of his customers. I feel that I have gone to great lengths to be as fair as possible with this customer as well, and would find it disturbing if I end up with a blemish on my record due to 1. A warranty issue that is completely out of my control, and 2. Being as fair as possible in my pricing to the customer to re-install the new turf.
   
  Sincerely,
  ***************************
   
  Premier Turf
  GST Certified Installer
  ************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩