ComplaintsforBernreuter Sod Farms Inc

• Initial Complaint

  04/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *** ********** quoted us installation of 1500 Sq Yds of sod back in early November 2021 for $9600. We asked upfront for a written contract and offered a 1/4 down payment. He stated they do not use formal contracts and did not require down payments. We agreed via text to the sod price, and he gave us a general timeframe of early spring. We contacted him again in mid-Feb 2022 to ascertain sod installation timeframe and ask about if they do french drain / tile as well. *** stated they do drainage; we reviewed my drainage requirements in person (french drain install with 275' of 6" drainage tile as well as three drop basins). I specifically called out in text and in person this was a french drain. He quoted us a price ($2500, which we accepted; documented in text messages on 7 Mar 2022) and gave us an install timeframe of late March. The drainage had to be done prior to the driveway as part of the drainage would run underneath the asphalt. We booked the asphalt driveway install for early April. As we had not heard from *** regarding the drainage nor the sod, we reached out again on 15 Apr; he stated they would be out on 20 Apr to start the drainage install. The drainage pipe was delivered the afternoon of 19 Apr. I noticed the pipe was solid and not perforated corrugated pipe. As perforated pipe (along with gravel and geotextile fabric) is required for a french drain, I sent a text to *** the morning of 20 Apr asking about the pipe. During subsequent texts and then a phone call, he quickly elevated his voice when I asked about the pipe and the rest of the materials required for a french drain. He then stated gravel and fabric were not part of the quote which I followed with 'how do you have a french drain without gravel and fabric'? After that question, *** then stated "**** it, i'm out". He stated he would not complete the drainage nor the yard/sod.

  Business response

  04/25/2022

  I would like to start off by saying this is a complete misunderstanding on both our parts. *** did give an estimate in Nov 2021. He told Mr ******* that he would get back with him in early spring. As you know the winter was wet and it continued into the spring. *** and Mr ******* met on 2 Mar 22 to discuss the project. *** told him they could start late April weather permitting, The misunderstanding came about with the French drain. Mr ******* did mention French drain but *** saw the problem as a top water issue (water running across the driveway) not a subsurface water problem which would require a true French drain (which we do not install) at considerably higher cost. This was a clear case of a breakdown in communication on both sides. When the materials were delivered, *** spoke to Mr ******* and tried to explain that a French drain was unnecessary and his plan would take care of the problem. Our bid was solely for a top water solution. Mr ******* was not satisfied with this answer. *** then told him that he would be unable to install a French drain and would come pick up the materials. At no time did he curse Mr ******* as two witnesses were there and heard the entire conversation. There has been no work done or money exchanged. We wish Mr ******* good luck getting his project done to his satisfaction.

  Thank you

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

  Customer response

  04/25/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  The business is being outright dishonest in their response. All aspects of their account are fictitious. I clearly discussed a French drain in texts. They are now making up a story to try and make themselves look better. I have had two other drainage specialist companies come out and assess, and they clearly indicate a French drain system is required to alleviate the issues we are having in our yard and I clearly communicated that to Bernreuter. I thought keeping the drainage remediation with the same company installing our sod was the right decision. Clearly they do not have the expertise. As for the language utilized by *** over the phone, he can bring all the witnesses he wishes, but ultimately, he knows he said what he said...I will happily move on to another company, but the public should know what ********** says and does behind the scenes, and there is a reason why they do not use contracts to guarantee their work.
  
  
  
  
  Sincerely,
  
  
  ******* *******

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