ComplaintsforThe Master's Lawn Care LLC

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The reason for the complaint is Breach of Warranty: The MASTER'S LAWN CARE failed to achieve guaranteed results and ignored my request for refund. 1. New sod was installed on July 9th, 2020 by the MASTER’S LAWN CARE for a total cost of $960 (Proposal ******** exhibit A). 2. Per this company’s sales person *** ***** ******* ** recommendation, I purchased a “protective plan” protocol ******* (exhibit B) to ensure healthy grow of the newly installed sod. 3. The warranty was further confirmed in an email sent to me from this company’s employee *** ******** ******* (exhibit C). 4. Paid a total of $630 for the above mentioned “protective plan” (Receipts exhibit D1-13). 5. I report the problem to the MASTER’S LAWN CARE on August 3rd, 2021. The sod was Inspected by this company’s lawn health manager *** ***** ****** on August 18th. The following problems were reported: a) drought stress; b) weed control; c) a soil pathogen known as take all root rot (exhibit E). 6. *** ***** ****** suggested me to buy one more “plan” from them to treat the lawn for an extra $16 per month, and stated “there is no guarantee that the bermuda will not come back and there is no preventative for stopping bermuda” (email dated Aug 20th 2021, exhibit E). 7. I tried to communicate with the MASTER’S LAWN CARE about the problems on Oct 3rd and Oct. 10th, and Oct. 19th 2021. *** ****** eventually replied and offered to do a turf tissue test with UF (exhibit F), but I never received the report. 8. I emailed again asking for update on Nov 30th 2021. *** ****** confirmed the lawn has “take-all root rot” (exhibit G) 9. I requested money back on Dec.2nd. Received no reply. Requested again on Feb 9th 2022 and April 30th 2022. Never heard back (H1-3). 10. *** ****** was correct that there is no preventative for stopping Bermuda. As of today, the newly installed sod is worse than the original lawn before the installation. Conclusion: The warranty failed (Proposals ******* and ******* failed)

  Business response

  08/31/2022

  Thank you for reaching out to us about this matter. Here is what we have on the history. 

   

  Client emailed August 20th, 2021 about condition of turf, installation was August 8th of 2020

  1 year warranty only if client is on our complete lawn health program. She was on traditional so therefore there is no warranty. 

  Email sent by ***** ****** on October 19th, 2021 confirmed this client had active take-all root rot (diagnosed done by UF).

  Client declined to purchase this program needed to help control the soil bourne disease (take-all root rot) 

  Client canceled her traditional program in December of 2021 asking for a full refund. 

  Again, warranty is not valid which specifically states on all of our proposals that client must have complete lawn health and it is for a 1 time replacement and 1 year warranty from first installation date. 

   

  We cannot guarantee a living thing without our complete lawn health that allows additional monitoring of a living thing. She had no additional services with us and we can only see her lawn 6x/year. It takes one screw up for any other contractor to kill a living plant, we cannot be held responsible for that. 

   

   

  ***** *******

  Integrator

  The Master's Lawn Care

  Business response

  09/01/2022

  Attached is our sod warranty in the proposal *** **** signed on May 31st of 2020. There is not more we can do at this time as complete lawn health was not accepted by the client. We must have this in order to have any chance of a warranty on a living thing. *** ****, I do apologize if I was not clear with the understanding of our warranty. I do take blame for some of this but I cannot replace the sod free of charge or return the money for the sod and your traditional lawn health program. We tried our hardest to tell you about take-all root rot and what we needed in return to help you with this. 

  Customer response

  09/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********. Apologies accepted and I will no longer insist a full refund at this time. 

  Regards,

  **** ****

   

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