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Complaint Details
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Initial Complaint
11/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Health issue, company mis calculated footing and used the wrong sand, no research or thought put into the products. The footing has caused health issues with rider and horse.Business response
12/01/2023
Backstory - Ms. ********* ordered our Prostride Rubber and appropriate grooming tool in June of 2023. The corresponding sand and the installation of the Prostride was arranged for by ********* with an unrelated builder from her local area.
Her major gripe here is that her sand is dusty - which it is by design. The fine content within her sand "aka - the dust" that she is referring to, is necessary. We do not advise washed sands with Prostride. Here's why - washed sand without dust always rides loose and shifty for the horses. We want some fines within the sand as it makes the footing have more grip and traction. We have had numerous emails and phone calls with ********* stating the need for more water. She has irrigation and sprinklers but is not watering long enough. When it's watered adequately, she said "the footing rides perfect." Therein lies the solution - keep it watered and maintained. We have offered various dust control/water retention products - ArenaClear, Slow Dust, and Mag Chloride. We appreciate all of our customers and do the best we can to serve them. We have been in direct communication with the customer along and this matter is being resolved.
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Contact Information
6131 W 9860 S
West Jordan, UT 84081-5621
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1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.