ComplaintsforLyell Landscape Group, LLC

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a major issue with a sod install through Lyell landscape. We have had issues from the very beginning but now we have come across an issue we are not able to deal with that has happened within the past 5 months. We had St. Augustine grass and had fescue sod put in. Owner of the company felt it would be best grass for us. Our problem is that now the ************* is coming through because Lyell landscape did not get rid of the old grass before installation of the sod. They only pushed the sod into the ground with heavy equipment. Flattened out. Did not spray it. We would have to go pull it all up and there is so much. Plus St. Augustine is hard to pull up and get to the roots. I believe even after the ************* is pulled up, if that is possible, there will be more coming through. Our yard looks horrible and may be partly because the ************* is choking it out. Although our yard has been blotchy like this from two months on after install and we have done all chemical treatments and seeded two or three times each time we can in spring and fall. Owner said my problem would be fixed with chemicals. . But we have done all the maintenance, chemicals etc we could do and it never changed. The ************* problem needs to be fixed or a refund so I can get the yard done right. I texted Lyell Landscape in October 2021 and he refused to take ownership of it. I have the text messages. I also have all the pics from the very beginning of the install and we just dont know what to do. Spent a lot of money and needs to be redone really to be done right. Basically not properly prepping my yard has lead to all the ************* coming through. In the pics the light areas that i put a line around is the *************. It browns out in the winter. Im sure this is just the beginning of all the ************* that will be coming through. Im only asking the problem with the old grass coming through to be fixed.

  Business response

  01/24/2022

  Lyell Landscape Group LLC - Job notes / facts
  
  -Yard was sprayed prior to work ahead of time as is the case with all our jobs.
  -Prior to job, as noted in photos, yard was a wide variety of weeds, crabgrass, and st Augustine. Mostly a variety weeds and some st Augustine mixed in
  -Utilities were marked
  -Yard was graded with machine and hand work combination
  -I, the owner was onsite during the entire sod installation process, managing process and also taking part in labor
  -The yard was graded, prepped, and raked heavily as we do all jobs
  -Fescue sod was recommended and installed to heavy shade. Informed client on several occasions that sod would require a good amount of water, on schedule, in the summer and it would naturally thrive in the winter as is common with fescue. Proper care must be give to fescue.
  -I made repeat visits after install to address client issues related to replacing unleveled spots. Owner showed great appreciation of these efforts via text
  -I setup and managed the sprinkler installation
  -I managed sprinkler warranty issues, addressing all issues that were delivered by client ******************* can back their onsite work) Client was pleased with result and effort
  -I arranged to have a third party chemical company come onsite and provide a quote for service and recommended that the service needed to occur 7 times of year as normal with chemical applications. Relayed to client that we dont provide chemicals / maintenance, only install
  -During the warranty period we addressed any and all issues that were brought to our attention, going above and beyond and managing landscape, irrigation, and arranging for chemical service. Multiple issues were found with each recommended service and we made strides to address each and every issue even if it wasnt related to our install
  -I have stored photography, if needed, in our project folder of before and after installation
  -I have saved communication with homeowner
  -Contract agreement signed May 13, 2020 by ***************************** for sod installation and irrigation.
  -All issues communicated to Lyell Landscape Group LLC between May 13, 2020 and 1 year after until May 2021 were addressed fully and professionally to the best of our abilities. -Contract agreement is recorded and available as needed.
  -Each job for Lyell Landscape Group LLC is backed with a one year warranty for materials and any labor related issues. *********** also has a one year warranty if issues are brought to their attention within the year. They come onsite in each and every warranty case to examine and if necessary cover ALL sod replacement within a year.
  -Satisfaction Guaranteed - You can personally speak to ANY of our landscape and construction customers and you will not receive 1 negative review from any of them. We are customer service oriented, we love our customers, and within the warranty period we will do anything and everything within reason to make necessary adjustments on projects. As with all landscape projects, a variety of factors go into plant and sod health and survival including weather conditions, earthworm, chemical application, and customer care of grass. Each grass application has its own set of challenges and care that needs to be given. After installation it is up to the customer for maintenance and care and of course we help guide this process any way we can and we are always pleased to do so.

  Recent text exchanges.....

  
  -March 3rd, 2021 message received from client about applying chemicals to the yard. We had suggested a company that we arent affiliated with (we dont handle maintenance), and this is our reply regarding chemicals- I gotcha. Well you know its important to me to make it right so we will figure it out
  Response from client - I know!  ?? And I so appreciate it!
  Client: Okay yes it does need to be seeded though because this grass does not spread. I will get someone to do all the regular stuff that needs to be done.:) Lyell Group: Okay Client: Okydoky I will hire someone to aerate and seed.
  
  -October 25, 2021 (5 months after 1 year warranty expiration, 17 months after installation) - received from client - Hey ***** we r having horrible issues with the St. Augustine coming though the fescue because it was just covered over and not gotten rid of.  I was afraid that *** be an issue and did say something to u about that.  We have 2- 3ft round or more areas and other smaller areas. and others that I have pulled but will come back because I cant get the root.  St. Augustine is very hard to get up.  It is killing my fescue.   The big problem is St. Augustine browns out in winter and fescue does not so we will have big ***** areas.  St. Augustine was starting to come through last fall.  We need to get this remedied.  ***** cant stand the yard because the grass will not come in good and my grandson cant even run on it because it is extremely uneven.  It has gotten worse than better over time like u said.  We r at our wits end  and have had professionals do all the spraying.  And we do the seeding.  We had to do last fall seed 3 times and spring 2 times.  Still is so so blotchy.  The st Augustine needs to be gotten up from the root now so we can seed.  About too late. We r so aggravated with it we even talked about making it all islands.  What do we do, we spent soooo  much money on getting sod.
  
  Response from Lyell Landscape - I spray all yards when we are doing sod if we are switching to a new sod type. I helped level the yard as I was there onsite but a number of issues such as rainfall can affect the levelness and sod over time. There were spots up near the utilities that were still uneven and I came back and worked on those afterwards at your request
  
  Client - I didnt see any spraying the yard.  The unevenness oh well but the st Augustine coming through.  That shouldnt be happening.
  
  Lyell Landscape - So you dont trust me? We handled the job with care and also had multiple trips onsite afterwards to make sure you were pleased including irrigation repeat visits. We also tried to help you locate an ongoing chemicals service. Sod materials warranty plus our workmanship warranty is one year from date of install
  
  Client - If u did spray obviously it didnt kill it.  The guys u had do it did not put the sod down well I had to myself go fill in 6 inch gaps all over the place.  I should not have had to do that. Even the guys u had come out (different guys) did say it wasnt done right. When i lifted up a some of the spots their was no dirt under it.  The job was sloppy and no one should have had to fix anything.  I dont think the yard was prepped right.  All i want right now is the st Augustine gone.  The other is what it is.
  
  Lyell Landscape - I was there the whole day during install and also helped level myself. I handle all jobs in a professional manner and made many trips after - What you are referring to is a chemical company. We dont do chemicals
  
  Client - No the st Augustine should not be coming through is what Im trying to say if it had been gotten rid of or actually killed but if u had sprayed to kill it then u would have had to wait a day or so because It would kill the fescue.  The st augustine coming through should not be happening if the yard was prepped correctly.
  
  Lyell Landscape - We spray prior sometimes a week ahead - not the same day
  Im hearing about this in late October of ********************************* May of 2020
  
  Client - Well then obviously it should have been sprayed a week ahead.  I finally went into the yard recently because every time I go into the yard I get upset so I stay out of it as much as possible thats why I am just now seeing those areas.  ***** doesnt care anymore.  Nevermind we will take care of.
  

  
  

  Customer response

  02/03/2022

   
  Complaint: 16474732
  
  I am rejecting this response because:

  Please see attached letter and photos.
  
  Sincerely,
  
  *********************************

  Business response

  02/03/2022

  We cannot view the attached files by client. Must be a formatting issue of some sort. 

  Ive attached additional photos of the job taken after install that I asked BBB to relay to customer since they didn't attach properly last time.

  We are sorry that we are unable to assist in the issue since we are at the 17 month **** since installation as this is well beyond the warranty period and we are just recently notified of issues. Many factors and variables play into the health of grass post installation including ongoing maintenance with a third party chemical company. 
  

  From this point forward, we will not be directly responding further to the BBB complaint emails related to this inquiry unless advised to do so by our company legal team. We will be leaning on their guidance as how and who should communicate in a proper, respectful, and professional fashion. 

  The customer and / or their legal representative will need to work directly with our company attorney G. ************************************ & ********** LLP moving forward and they will represent us on all future steps related to this matter. 

  I will inform them of the complaint against the company and have them take over so we handle properly and appropriately.

   Thank you!

  *****, Owner
  Lyell Landscape Group LLC

*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. ↩