ComplaintsforTerra Turf Landscape Management

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired TerraTurf to sod my front and back yard. I paid $8791.78 for their service. As part of their process they stated my sprinkler system would be checked to ensure watering coverage for the new lawn. Adjusting the sprinkler heads was part of the service however sprinkler repair would be billed. They installed my lawn March 20,2024. There was not enough sod ordered so more sod had to be obtained from an inferior supplier. They completed the lawn March 21. April 4 I reported to **** that the sprinkler system was not adequately covering the yard and asked that his team come back and make the adjustments. I sent **** about 9 pictures of what areas was not getting adequate coverage. Matts team came out April 10. They showed up 1.2 hours late and spent about 1.5 hours working on the sprinkler system. They made several adjustments and replaced a couple of sprinkler heads. Without a call, an invoice, a text, my card on file was charged $408.00. TerraTurf requires you to have a card on file to do business with them and since they were scheduled to provide weekly lawn service, I had a card on file. I called ****, the owner to complain about charging my card without discussing the service his team provided and the amount I was charged. His response was completely unacceptable. He told me I should have known the charge and he didnt have to advise me of the amount before charging my card. I am reporting these poor business practices and that I was overcharged for a service that was supposed to be included with the lawn installation. I agree I should have been charged a fee but the fee should have been around $100.

  Business response

  05/15/2024

  In response to your mention of the "inferior supplier" during day 2 of the install, the exact same supplier was used for the entire install.  You were not charged anything additional for shortage and we made all right on day 2.

  We acknowledged the photos provided via text (sent by you on 4/4), called and spoke with you by phone on 4/5 at 4:37pm, sent you a link to select a convenient date/time to schedule a team to assess and provide repair(s) to the sprinkler (these were additional repairs, not included in the sod estimate or installation). The link also provided the billing rate.  You opened the link on 4/5 at 4:38 PM.  You then selected 4/10 at 9:30AM for the team to come to your property.  However, the crew had a family emergency, which delayed their arrival.  When you called in, we communicated to you that the crew was delayed but would be arriving to you within 3 minutes and your response was "oh, okay, sounds good". The crew arrived as promised to provide the repairs. They arrived by 10:33 AM.  You mentioned in this complaint, "They made several adjustments and replaced a couple of sprinkler heads."  This is inaccurate. We have attached the services completed when the crew was at your property to this response and listed all services below, specific to the sprinkler system.  Several of these necessary repairs in order to address your concerns, were items not located in the sod installed.  They were located in the flowerbeds, per the photos attached.  (We have additional repair photos but the response on BBB would not allow more photos to be attached as we have reached the limit)

  -1 broken riser head/ nozzle, 1broken 4 inch pop up, 1 head causing a leak damaged by a dog pulling on the funny pipe and breaking off the head, 5 nozzles changed to spray farther MPs, 1 riser head moved and changed to regular sprinkler 4 inch pop up, 1 head straightened to have better coverage, 1 head clogged and cleared with new nozzle, Drip checked to be working in front and back, Drip 2 and 4 runs on station with spray heads so need more time to get area wet since drip is .6 gallons per hour.-

  You texted the office, 4/14 at 7:50PM regarding billing. We called you on 4/15 (closed on Sundays), to answer your questions.  We redirected you to the link previously sent on 4/5 (opened at 4:38PM). When speaking with you, you relayed you thought we would only be providing "typical adjustments" and "fixing what the dog broke". You relayed that the billing "doesn't make sense" even though we relayed the man hour rate, minimums and billing process up front in everything we sent via email, links and by phone, prior to arriving for repairs.  We communicated our billing procedure in advance via the mentioned/emailed link:

  "DETAILS:
  During our sprinkler checks, the crew will run through each zone, to ensure proper operation/coverage and make minor spray head adjustments. In the event a repair is needed, the crew will also have the parts available to provide the necessary service.
  
  On average, checks usually take 1 hour or less. In the event more time is needed, we may need to schedule a follow up visit to complete the necessary repairs.
  
  The crew leader will give you a courtesy call when finishing up their prior appointment and headed to your home.
  
  RATE:
  $150/hr, plus parts if needed ($150 min.)"

  During the same call, **** confirmed you were in agreement the crew arrived, rate/man/hour, the amount of time spent to do the repairs but not in agreement with the sprinkler parts.  Your response was, "exactly".  You and **** ended the conversation with **** relaying we would love to keep your business, affirmed you were not locked into any contracts and you thanked **** for the call.  
  

  You then submitted this complaint today, 5/15.  **** immediately called you this morning 5/15 at 9:45AM. In the recorded call, you affirmed, "everything was great, up until the sprinklers".  So to complain about sod being subpar and the crew arriving late for the sprinkler repair visit is not warranted, as you admitted to being satisfied with all but the billing specific to sprinkler parts.   **** went a step further today and asked what the resolution would be and you relayed you didn't think there was a resolution.  He mentioned removing the inaccurate complaint, but you relayed you would be leaving it.  You asked to have all we originally sent regarding billing, resent, which **** was happy to resend to you while you were still on the line.  You acknowledged you received it and said, "okay, I'll read it later".  **** relayed he would respond to the complaint.

  Your comment in this complaint, "He told me I should have known the charge and he didnt have to advise me of the amount before charging my card" is a completely false statement. Per the multiple mentioned emailed, recorded phone calls and scheduling ink that you opened, rate and billing details were listed.  Please reference attachments.  

  It is unfortunate of the outcome, especially knowing you were satisfied with the services we provided (close to $9000).  This unfounded complaint is simply over roughly $120 in sprinkler parts.  

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