Stonescapers

Hello, below is my response and attachments to this complaint:
We completed this project on October 23rd Here are the chain of events leading to now:
Nov 24th home owner sent me a video showing the condition of her grassAttached as screen shots from video she texted me
*** *** ***The grass looks nice and green, but a closer shot (*** ***) shows what looks like paw marks in her grass which is not surprising because she has a large dog(s).
Nov 27th 2015: I contacted the supplier to ask them if they would be willing to take a look at the grass so that they could give us an assessment of what they thinkMy conversation with the supplier was that if they deem that there was a problem with the installation, that we would replace the grass which in my opinion would be motivation for them to blame us and we would have to replace the grassThe supplier came right out to their house without giving me notice therefore I didn't notify the home owner.
Nov 28th 2015: The supplier came again but they home owner was not home so they left a business card.
Nov 30th 2015: Supplier came out and spoke with home ownerSupplier called me to tell me that his assessment was that they have had the dogs on the grass which accounts for the small dog print size inconsistancies in the grass, as do the small dead areas where the dogs had urinatedFollowing my conversation with he supplier, the homeowner called me to give me the same report, and to let me know that she asked the supplier to leave because he was rude.-- During this conversation, myself and the home owner agreed that they would use super thrive (a fertilizer) to help with any areas that weren't doing well.
March 25th 2016: Home owner sent me a picture of the grass, but this time it looked completely differentThe grass was full and mostly green on one side, but dead on the other side, which based on the discoloration it was very consistent with grass that hadn't been wateredSee attachment ***
March 28th 2016: I came to the homeowners house prepared to replace the grass if I found that it was something that we had doneWhen I arrived, we walked and talked about the grass while looking it overShe explained to me that she had been hand watering the grass and that she had turned off the sprinkler systemThis confirmed what I already knew based on what I had seen, which was that the grass was dead on that side because she had not watered it consistnantly or evenlyAt the end of our meeting, I was very straight forward with the homeowner and told her that had I found something that would indicate that we did something wrong, that we would have replaced her grassI explained to her that I wouldn't be able to do that because she was not watering it and that is not our responsibility.
Aug 11th 2016: Homeowner sent me a text letting me know that she feels that the supplier ripped both of us offI texted her back and said " Hi Nicole, Thanks for the messageI hate to hear that your grass still doesn't look goodI haven't been in Corona in quite a whileDon't hold me to this, but the next time I do a decent sized sod job out your way (and I will start pushing on it), I will tear out the dead stuff that you have and replace with newUntil then, I hope everything else is going well:)" This quote is verbatimI never received a text backnote, in my text, I said "don't hold me to this" because I didn't want her to feel like we owed them, but I was offering that as a concession even though it wasn't our responsibility that she didn't take care of her grass properly.
8.Aug 18th 2016: I received a text from the homeowner that said " Unfortunately that is not good enoughI filed a claim with the Revdex.com I am sorry but you should see how bad the yard looksIts not acceptable and you telling me don't hold me to this is not okayWe are just requesting to be reimbursed for the grass portion of the job"
To conclude, I feel that the installation was done properly and unfortunately the customer failed to maintain the grass by allowing the dogs on it in the beginning, and by not watering it when it needed water

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** *** ** *** *** *** *** *** *** *** *** *** *** ** *** *** ***this response is unacceptableHe will not take responsibility for a poor product I did not say the installation was done incorrectly I am saying he installed bad sod that obviously has not lasted a whole year What he says above is accurate..except for the hand watering part I never shut off my sprinklers ( he misunderstood)I have sprinklers set and I hand water on top of their Alloted time I am not denying that the dogs go on the grassBut they only pee on the grass that is still good And yes there are urine spots but that's not what I am complaining about First the dogs did not touch the grass for months after installation Secondly, how do you explain that half of the grass is completely dead, half is alive, and this is after it gets plenty of water I would assume it's because the product was bad Or it is not the grass that he promise he was installing that was supposedly good for dogs and hot weatherAnd this doesn't explain why some grass grown up to two feet high in certain areas and in other areas it barely grows at all The product was bad And how does he explain the grass distributer ( who came to the house) saying that the grass that was installed was not a product he would have sold He 100% said this to my face before cursing at me and my husband Clearly *** does not want to take responsibility for buying his products from a shady distributer.
Regards,
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