Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
During November of 2022 we purchased services and products for a backyard remodel including *************** of artificial turf and proper underlayment. We adamantly, emphatically stressed the importance of a pet friendly turf that would not have any adverse urine odors.Our previous home had turf installed by previous owner and the pet urine was absolutely unbearable! We made our selection of turf from the samples provided by River City Pavers they said would meet our expectation of odor control. Well it has done nothing of the kind. The odor is so strong we can't even open our windows along the backyard. The smell is overwhelming and has not allowed us to enjoy the yard. We have spoken with River City Pavers expressing our concerns. We were told they never have had this issue in the past. They have inspected and concurred there is a definite odor problem. We have bantered back and forth on multiple phone calls, emails and in person visits with no real resolution. At one point they said they would redo the turf and foundation at a cost to us based on their costs.I emailed them again on 9/11 with information about different turfs I've researched along with proper installation. I requested a response of a quote, a timeline of repair and have not received any response. We have wasted so much time on waiting for them to resolve our concerns.Business response
11/06/2023
Here at River City Pavers we take pride in our work and making every customer as happy as possible. Unfortunately there was a lack of communication on your projects issues and I take full responsibility for not communication with you in a timely fashion for that I deeply apologize. As for the odor of the turf, we installed the turf to Industry standards and added sufficient drainage as well as sprinklers so you could rinse off the turf. We also added anti-microbial sand that is safe for dogs and non toxic which is rolled in a microbial agent to remove the smell of urine from the turf. Another additive we installed is called zeolite its a naturally occurring substance this is generally considered the best infill to use to help eliminate pet waste smells while also staying cooler in the sun. We did come out to your house after the first initial contact of odor and washed down/conditioned your turf as well as adding more (previously mentioned) sand. I am still happy to come out and assist you further by removing the turf and installing a different base and turf at our companies cost. I was not familiar with the product emailed to me that you would like installed so Ive been doing my homework on it. We do have something similar that I have texted pictures of we can install instead if you like? I would like to address this ASAP and have a new fresh backyard installed before the first of the year.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.