ComplaintsforSynthetic Grass Solutions, LLC

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  By text: 6/7/2021 Sent signed a contract to owner-**** ********* 6/16/2021 Asked about date of installation Response- “about 3-4 more weeks tops.” 7/14/2021 Estimated time of install Response- “Looking at 6 more weeks.” 8/3/2021 Asked about date of install Response- “Let me see when I get home… I do know your turf has arrived as I did see that on the racks.” No response. 9/17/2021 date yet? Response- “There are 2 big jobs that are in front of you that should be completed next week which means you will be installed the week of 27th.” 10/18/2021 sent pic of melted grass Spoke to **** on phone. He stated that the reflection from the window was causing it to melt. (This is the first time he ever mentioned to me that this could even be an issue.) My guys usually catch that. They installed it at 8:00 AM on 9/27/2021. He said that he called the manufacturer to see if it was under warranty. He called back quickly and said, “No.” Then he suggested that I call his friend that tints windows. She came out and quoted me $400 for one window. Then I said, “So, this is my problem then?” He said, “Yes, and I can have my guys come out to replace it for $100/hour and you should cover it.” (Some special price) 12/20/2021 I text **** telling him that I was ready for him to come out and replace the lawn. (in the meantime, I installed solar screens after consulting my window washer and another tinting company (Glamorous Tint-owner Manuel H). They both suggested I install solar screens over tinting to protect the grass. My uncle spoke and showed pictures of melted grass to the manufacturer of Tiger Paw and she said for me to contact the contractor for the warranty. I asked him to call me as to when he could do the job within 2 weeks. Response- “Please text me tomorrow to remind me to call as I’m out of town to be back tonight.” 12/21/2021 text him to call me No response 12/28/2021 Asked about a date within next week to replace damaged lawn. Asked him to please take care of this mat

  

  Business response

  02/17/2022

  I have attached all text messages back and forth from this client. 

  The job was completed and unfortunately a window which rarely happens melted her turf. I discussed with her to cover the grass which she did and to call a tinting company to tint her windows as a solar screen will not help. As you will see in my text messages she went against my recommendation and listened to her uncle instead of a professional. My last response to her was on Dec. 28th. I have never heard from her about this matter until I receive this complaint  We spoke many times on the phone and I never once told her I would charge her to fix the grass as long as she got her window tinted as she had enough remnants left over to fix what had happen. Which unfortunately is out of my control. 

  

  Business response

  03/08/2022

  I offered to replace the turf that was melted I gave her specific instructions to cover that part of the grass that was melted. She had plenty of turf to fix the portion that was melted. It’s very unfortunate she didn’t listen to me as the professional and listened to someone else and now because she did she doesn’t have enough to fix the rest of the area that was melted. Synthetic Grass is just like furniture or carpet inside homes. If I replace the remaining turf that was melted in that area unfortunately it probably won’t match the exact same color as she purchased and what we installed. I have been in Buisness for over 12 years and there is no company that is required to have this written in a estimate/contract about turf possibly melting. If that was the case we would have a 10 page disclosure list of possibilities that could or couldn’t happen! I can come out and replace the turf that was melted with the remnant we left her the other area I can try to fix but there is no guarantee it will match exactly as I mentioned before. I wished she didn’t go against my profession and we wouldn’t be in this in the first place. If she’s ok with me fixing the best I can I will. 

  Customer response

  03/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1673**96, and find that this resolution is satisfactory to me.

  I already agreed to have him come fix it free of charge as he stated and I did not ask for anymore debate. 

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