ComplaintsforMonster Grass and Patio
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Complaint Details
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Initial Complaint
02/10/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Pet turf installed by *** and ************************* under the monster grass franchise w ****** and Jesabel! We called weeks after installation to say there were areas coming up completely! And we had very uneven areasthey continued to put us off. Found out ****** and *** are no longer in biz! ******* said they would absolutely cover it they sent **** out! He plain out said it was a bad install! Only after their own guy came outdid they decide to come back They left our yard without doing a walkthrough.as none of their men spoke our language Again the concrete is coming up and we still have uneven areas! This is 5 days after their fix job! Now ****** is saying I shot myself in the foot because Im not letting him get away w it! Oh and they are blaming my 2 dogs! For bad install of pet turf!Business response
02/10/2023
Client is not under warranty with our organization. The job was sold in "as in condition" without an installation warranty. Invoice clearly states manufacturer warranty on material which was torn up by existing pets. Client herself openly admits to her pets being at fault for the damages making any warranty claim null in void either way...
In addition client was given an opportunity for service and refused on multiple occasions, also in writing via text. Client accepted agreement without install warranty, product was installed successfully, Client paid, weeks / months later Clients pets cause damages not covered by Monster Grass, we are not under any obligation with aftermentioned property or Client.
Customer response
02/13/2023
Complaint: 19382767
I am rejecting this response because: as many of his other customers have had same issues..look at reviews!! And we have a 1 year warranty on the installwe have the paperwhich is not void in time! And my dogs did not ruin the *** TURF
****** DOESNT LIKE ME! So hes trying to find any excuses he can! CONTEXT is everything! I have all the proof!
Sincerely,
***************************Business response
02/13/2023
Client owns a great Dane * the largest of all dog breeds and in addtion has other pets* that reside on her property. Unfortunately dogs are known to be avid diggers and chewers. Client recieved courtesy repair and subsequent area was installed for customer satisfaction at no charge in lieu of client dissatisfaction. Client refused service upon scheduling final day of courtesy maintenance* just a few final steps remained* something she has done before on multiple occasions screaming and texting multiple smile faces and insulting staff and sending irrelevant remarks by email before lastly admiting her dog " the giant turf ruiner" via pictures to management on texr messages.
Pet damages are not covered under warranty and we are ready to prove our case if needed. Client refused service and admits fault via pics attached in previous bbb complaint.
Customer response
02/14/2023
Complaint: 19382767
I am rejecting this response because:Funny! Well at least ****** you are admitting to putting that area in,..in lieu of!! ????
ALSO SHOW ME WHERE IT SAYS SOLD IN AS ISCONDITION!!!?? Please show us!
CONSIDERING YOU HAVE BEEN TRYING TO SAY YOU WILL PUT A LIEN ON OUR HOME COS YOU WOUKD NEVER DO ANYTHING FOR FREE!! ??
TY FOR ADDING THAT RIGHT HERE IN WRITING FOR US! And again Im happy to give you my vets info! She can tell u all about my dogs!! REALLY DONT YOU THINK SHES THE PROFESSIONAL IN REGARDS TO ANIMALS!
its quite obvious how professional you are not! He loves to take thing out of context! Yes I have a Great ***** Shes also a senior double *****! Not that he should know his pet turf and what it can handle!! If you felt, at the time of estimate, when my dogs were seen!!!! Your company should have put an addendum IN writing!! But you didnt! Because we all know the truth!!! You show me one picture of her having dug or chewed your turf!!! Every seem is exact! I have the pics!!! ????
your company iS incompetent! U came back to fix your mistake and in 3 days its already coming back up!! Can anyone imagine a year from now!?? Again you are laughable ******!
Sincerely, OR SHALL I PUT RESPECTFULLY,
***************************Initial Complaint
11/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Terrible service and communication! I made a 30% deposit. 11 months later they NEVER applied for permits or began this job.After countless calls and texts to ***************************** following up for status updates, the man had the audacity to yell at me. When I requested a refund, he flat out said NO REFUND. They have had my deposit since December 2021 and I have nothing. ******** refused to give me the contact information to the corporate office. He claims to be the only person I can talk to.Business response
11/28/2022
We apologize for the inconvenience, please allow me to clarify. ******** is known associate of ours working under a separate company called Monster ***********. Please refer to your invoice which states Monster ***********. That being said this is the first time this is being brought to our attention and we are here to help. Our upmost priority is to provide quality work and customer service to each and every client. According to ********, you moved residence therefore work could not be performed at that property and currently have a credit with him for work to be performed at a later date. I will do my best to accommodate a meeting between yourself and ********. Please reach out to me directly at ******************************************************* or via cell phone ************ to coordinate a meeting.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.