ComplaintsforKL American LLC

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchased 2 pallets of sod, plus the installation, on 06/20/23 for a total of $704.96 and were told that the sod would be delivered on Friday 06/30/23 because their truck was broken. We waited but it was never delivered, then we contacted them via text message (because they don't answer the calls) they told us that they will have to deliver the sod the next Friday 07/06/2023 because their truck was still broken. We waited again and they told us that it will need to be one more week. At this point, we asked them to return our money because HOA was pushing us to change our grass ASAP. Then, they told us that they had processed the refund but until today we haven't received our money back. We have contacted our bank several times and they don't see any pending refund. This company is a FRAUD. Someone needs to shut them down. They are taking honest people's money.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We purchased 4 pallet of sod and were told that the sod would be delivered on Friday the 14th between 2-3 and no ever showed up and no one answers the phone number provided on their web site (941) 202 4004. My wife has made several attempts to get a hold of them and nothing except one reply which said that they had delivery issues but that was after we set several email and failed phone calls,

  Business response

  04/17/2023

  Good morning.
  As shown in the attached image, we accept the cancellation of your purchase as soon as we receive notification from your bank.
  Sorry for the inconvenience caused.

  Customer response

  04/17/2023

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

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Simple order for a single pallet of sod purchased on 4/5/23 on the website *****************. Sales representative ("Anthony B****") states a maximum of 3 days for delivery and is also advertised on their website in this way. He also assured me that the company delivers on the weekend and would be delivered by no later than 4/8/23. The delivery never came and I received no phone call or email. When I called the "contact support" number (************) on Monday, 4/10/23, I reached a man who told me that it was the busy season and that the lead time had been extended to 5-7 days. He said it would be delivered no later than Thursday, 4/13/23. The delivery never came and I received no phone call or email. I called (maintaining patience) on 4/13 and asked the same man why the sod had not been delivered yet. He could not offer an explanation - only that he ASSURED me it would come first thing in the morning the next day and that we will be the FIRST STOP on Friday, 4/14/23. My wife came home from lunch at 1:00 on Friday and told me there was no sod delivered. I called AGAIN and spoke with this same guy. This time - not so patient - I demanded that the sod be delivered or they were going to give me a refund for the $329.57 that I paid them. He explained that he cannot give a refund and that he has to call his "manager". I demanded that he give me the number to the manager. He texted me a number - I called it and nobody answered. I called him back - he said he spoke with his "manager" and that the sod was on delivery route and it would be delivered in ONE hour. I said "I don't believe you, but ok". SURPRISE! No sod was delivered. And then they stopped answering their phone! This company is a FRAUD, they are a SCAM, they are a JOKE. Somebody needs to shut them down because they are trying ROB people. STAY AWAY!!

  Business response

  04/17/2023

  Good afternoon.
  Due to some problems with our delivery, we were unable to deliver the customer's grass within the expected time frame, we delivered on April 15th.

  Business response

  04/17/2023

  Good afternoon.
  Due to some problems with our delivery, we were unable to deliver the customer's grass within the expected time frame, we delivered on April 15th.

  Customer response

  04/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is incorrect, but satisfactory. The grass was delivered, but unexpectedly at 5:30am on a Sunday 4/16/23 (not 4/15).  They woke me up with a phone call, essentially in the middle of the night (the first time they had initiated any communication regarding the order), and likely woke up the rest of the neighborhood as well with loud banging, semi truck engine, etc during the unloading process.  
  

  I maintain that the company’s conduct was highly unprofessional and unorganized.  No effort was made by the company to compensate or make up for any inconveniences caused by their false lead times, false information and severe lack of awareness as to the status and whereabouts of customers’ orders.
  
  Sincerely,
  
  **** *******

  Customer response

  04/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is incorrect, but satisfactory. The grass was delivered, but unexpectedly at 5:30am on a Sunday 4/16/23 (not 4/15).  They woke me up with a phone call, essentially in the middle of the night (the first time they had initiated any communication regarding the order), and likely woke up the rest of the neighborhood as well with loud banging, semi truck engine, etc during the unloading process.  
  

  I maintain that the company’s conduct was highly unprofessional and unorganized.  No effort was made by the company to compensate or make up for any inconveniences caused by their false lead times, false information and severe lack of awareness as to the status and whereabouts of customers’ orders.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  04/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  This company asks people to pay first on the website for ordering sod and pay for installation before delivery and installation, and the people from this company on messenger told me I have to be there so they would know where could they install it. but they don't deliver on the time, and don't schedule with the client, they never answer their phone, and the most important thing is they are delivering dead sod and trying to install the dead sod after lying the uninstalled dead sod under the sunburn 2days. I ordered and paid online on March 16th. left the note on my order:"Can you deliver on 27th? or call me or text me to schedule a date"; Then I was told it will be delivered on the 27th. I applied 27th off day to wait, and they told me will deliver on the 28, ok then i applied 28 off day, was waiting from morning to the evening without doing anything else, I called and sent texts and left voice mails, i only received texts told me will deliver at 28 night, so I couldn't sleep just waiting, at the meantime I noticed the shipping address is my billing address which is 10 mins away from my rental property(shipping address), I text the owner and then the owner said it was updated and since it was only 3 miles away so wouldn't need extra charge. Then I was just still waiting for them to call me so I could leave my house(billing address) to drive to the rental(shipping address). then no more texts and no voices no responses anymore. So I text them to cancel and asked them to cancel the order on the same night of the 28th. Because I have an HOA violation deadline, it was the 29th, I told them about the deadline before too. people on the messenger told me it would definitely be delivered 28th. then 29th morning, I sent an email to cancel the order before nothing was delivered. also on the morning 29th. because I applied for 2 full days off waiting for the order from the mornings to the evenings, I could not apply for off days anymore, I don't want to lose my job. I had tried to call and left a voice mail just no one call back and no one answered. and the owner just ignored them and not responded on the 28th and the future until the 31st. I tried my best and paid more money found someone who helped me replaced the sod on the 29th afternoon, I got a receipt and took pictures on the afternoon of the 29th. I went home after 2 days The 31st someone called me and said would install the sod for me, I was confused about what sod, then my tenants told me there was sod was a pile of dead sod lying outside under the sun for two days, the owner of SODFEILD texted me on 31st afternoon said people were at my rental property coming for install those sod for me, I refused and asked him to remove the dead sod from my rental property. I told him that I texted him to cancel the order and emailed him/her two days ago. He/SHE refused to return my money and said the sod is already delivered on the 29th morning. It was a lie. I have all the proof of the text record and pictures. I have another sod company there on the 29th afternoon installing the sod to be witnessed. They soundlessly delivered the dead sod without any notification and my consent and tried to install the dead sod for me on the 31st. I have all record and text history and pictures proof available. The attachment is a video was taken on 31st March showing the dead sod this company delivered and tried to install on my rental( I have recorded the time in the video as well).

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  1.) Order was place on Aug 11th where we were told delivery and installation would happen on Aug 16th. -After talking to a representative at 3:57pm EST I was told that a truck broke down and this would not happen until the 17th. Installation didnt happen until the 18th and was only partially done - only 550 sq ft were covered. I have included our land survey and my yard is 24.9 x 20.7 at the high point and 24.9 x 33.3 at the low point. This measurement would be under 800 SQ FT. If your pallets are 400 sq ft, this should cover the entire portion of the land. Being that We are also staying in front of the trees, that saves land. 2.) After being told the delivery and installation would not happen until the 17th, 2 guys in a small car pulled up to the house at 5:30pm EST and said they were there to prepare the install of the land. Promptly I walked them around the yard pointing out the 4 sprinklers at the corners of the land, also stating that the irrigation pipes for those were planted and under the dirt from head to head. I had marked where not to run equipment as well as you could visibly see the dirt that had been filled back over the newly placed irrigation. The one gentleman asked how far up the yard we planned to lay the sod and I told him everything in front of trees and inside of the sprinkler heads. He was not to go behind the trees, as that was another irrigation line. Apparently, even though we went through this information, he chose to ignore it all and tilled the entire yard and dug up destroying 2 irrigation lines (hitting them multiple times, tearing them up out of the ground and ultimately also hurting one of the sprinklers. It was as if he did it purposely after the conversation it was so bad. He even went between the house and the trees (in total contrast to what we discussed).

• Initial Complaint

  08/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Contracted with SodFields (KL American LLC) to deliver and install St. Augustine for my front yard on 8/9/22. I paid $1,190.00 ( $170.00/pallet) for installation services, Order #****** Installation took place on 8/11 & finished the morning of 8/12 (today). Extremely poor communication- after confirming multiple times, my job was still delayed for 2 days - which wouldn't be a big deal... But after multiple times of calling and texting the numbers provided on 8/9 & 8/10, I was Finally told- "sorry, we had to push your job due to vehicle issues". I was told they would cut out the old sod, til & rake the ground to remove the undulations left by the machine & then install new. Cutting out the old Sod was skipped all together, they just went straight to tilling the yard and turning all the old sod & weeds into the ground. Then I noticed they were installing right over top of this! I personally had to go out and work for a little more than 5 hours to rake and clean up the old crap and level the dirt again before they laid the new Sod. They used my yard trash cans to pick up the old stuff (because they asked if i had trash bags - which i did not- not for yard waste, so my yard cans was the their choice). They left pieces of new Sod in the pile (where it was originally staged) and put several more in the trash cans that could have been used to fill all the wholes around the yard- that i am now doing myself too. On top of all that- I walked out and caught 1 of the workers IN HIS UNDERWEAR WASHING HIMSELF WITH SOAP AND HOSE, while the other was working. ARE YOU KIDDING ME?! After speaking to "the boss" about it, they apologized, took that guy off the job... only to find him back working again 2 hours later! At no point did the boss come to the job to see what's going on and I am still currently waiting on a return phone call from said boss. Ultimately, I think the company should refund a good portion of the installation cost back to me.

*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. ↩