In his warranty claim form submission, the point is made that the grass is not being watered enough***.com experts recommend at least minutes per area, three times a dayStill, due to a slightly late delivery, the warranty to replace any non-viable sod has been offered numerous times.
***.com strives for perfection in every order an installation but the product is still a natural one that creates it's own variablesWhile unwelcome, delays are a fact of the process at times***.com does everything possible to educate everyone from new homeowners to contractors on the fiber points of grass installation and careDd
***.com seeks only to ensure that Mr*** feels satisfied as a customer and has tried many times, in all of the conversations detailed above, to bend policies and accommodate this orderThe offer still remains to replace any of the sod deemed non-viable.
On Jun 13, 2014, at 12:PM, *** *** wrote:
We have delivered the full amount ordered in a timely manner as this customer has placed orders from grass4sale and has been satisfied with everything until the last order
Complaint: ***
I am rejecting this response because: Please see the following which I already submitted to *** *** at grass4sale.com I already responded to this email filled with blatant untruths by *** at grass4sale.com *** *** *** has not responded to me I also notice that *** picks and chooses what she sends to the Revdex.com She does not include the threats of a debt collection company in her response to the Revdex.com
from: *** *
to: ***
date: Fri, Apr 18, at 12:PM
subject: Lost order #*** replaced with dummy order #***
Good day,
I send this to you as I have grown weary of dealing with the lack of professionalism and contradiction of the truth shown by your installer ***, and your associate, ***Please review my responses to ***'s claims below I am confident you will note discrepancies in truthful business practice As I have stated via email to ***, and I have reported to the Revdex.com, I am willing to pay for partial soil cultivation plus any applicable taxes Nothing more was done at my residence If your company still feels the need to send a $incorrect invoice to a collections department, that is your call An amended, and correct invoice, would probably be in everyone's best interest Money is not the issue here It is principle
Thank you
*** *** - Fri, Apr 18, at 9:AM
to me *** ***,
We do not allow cancellations of orders within hours before delivery and especially once it has been shipped
Comment: This was NEVER disclosed to me at the time of order *** was more interested in making the commission, (she asked me to call her back directly and to forego ordering online as was my intention) than providing terms and conditions.
Your order had already been cut when you decided to cancel your order
Comment: See comment # This, if true, is irrelevant.
Your lawn was prepped and ready for the sod installation
Comment: Another company came out and RE-TILLED the soil and REMOVED all vegetation in order to properly install sod Where is the proof that your installer, ***, did the appropriate job? (I have quite the email chain expressing my disdain over his unprofessional behavior and sub-par work ethic)
We offered to send another installer to complete your installation since you were not happy with the first one, but you would not have that
Comment: *** tends to stretch the truth (I have the email from her offering to send out the SAME installer after admitting that the prep work was NOT completePlease see it below.) *** NEVER offered another installer.
We canceled your order per your request despite our terms and conditions Because the prep was done, the whole amount of prep would have to be paid (the amount on the invoice)Normally, we would not allow any refund, but we were willing to work with you
Comment: When I cancelled, I was NOT notified of any terms and conditions I am willing to work with your company, provided an amended invoice is generated depicting the work that was actually performed.
If I don't hear from you by end of business today, Grass4sale.com will be sending the entire amount of the order to collections I hope we will not have to do that ________________________________________________________________________________...⇄ />
Email Evidence #from ***
*** *** - Tue, Mar 25, at 1:PMMar 25to me***, I just got in to the office as I am working a later shift today I see the photos that you sent I can assure that is not a finished productHe is not finished with the prep He was just getting started on the job since he was in the area and had some free time Also, I was told by him that he asked you first if he could take his dog out and that you obliged Otherwise, he would have kept his dog in the cage in his truck As far as the quality of the installation, I would be more than happy to send pictures of finished installations that *** has done It may not seem like it right now, but he is very good at what he does and I assure you that you would be very happy with the finished product Please give us the chance to complete this installation. Thank You,*** *** ***
Comment: I also find the below quite interesting *** needs to be more careful as to what she sends out to those of us that "caused a big problem" I am guessing the big problem here is grass4sale.com's business ethic
-----Original Message-----
From: "*** ***r"
Sent: Friday, April 18, 9:14am
To: "*** ***"
Subject: Re: Lost order #*** replaced with dummy order #***
Because he canceled less than hour of being delivered and I was going to work with him but he will not pay.His order was cut and he caused a big problemHe could settle but he won't
Send the whole amount
Regards,
*** ***
Worst company yo deal with, the employees promise you lies every day, after missing delivery dates I had to cancel the order, all liers gathered in the company, NEVER DEAL WITH THEMand for the management I have an advice - CLOSE YOUR BUSINESS
Complaint: ***
I am rejecting this response because: *** and another worker arrived at my house on Sunday at approximately 6:pm after the grass was delivered at approximately 4:pm and installed two of the four pallets of grass then left stating he would return in the morning to complete the install. After he left, I sent Valerie an email, since I was unable to speak with anyone in the office at the time the grass was delivered, regarding my concerns
with the quality of the grass delivered, as it was neither green nor was the dirt wet or even moist, and the quality of the install in process. *** was not installing the grass in a brick pattern as advertised on the grass4sale.com website “It will be laid down in a brick like patternThis pattern is used and recommended so it will not leave any lines and the gaps are minimal.” I waited on Monday morning until around 11:00am for *** and the other worker to return to finish installing the remaining two pallets of grass; then, I contacted the office to follow up on the scheduling to complete the install and voice my concern with management regarding the quality of grass that was deliveredI spoke with *** at this time, whom confirmed the warranty that Valerie offered in response to my email and stated that *** and his crew were finishing another job that morningPlease keep in mind that both the grass4sale.com website and the warranty form both state that the grass should be installed the same day as the grass is delivered or by noon of the following day. I also voiced my concern with *** about the quality of ***’s work at this time and was under the impression she was sending out another crew; however, *** and the other worker returned to install the other two pallets of grass and were in the process of finishing the install when my wife and I returned to our houseBy the time, I had returned from taking my dogs for a walk, *** and the other worker had left but the job was not completeThe grass was still as dry as when the order arrived, there were pieces of sod that still needed to be cut, pieces of sod were overlaying other pieces of sod and the project had not been cleaned up. Below is a quote of the installation process from the grass4sale.com website
“After the sod is laid it will then be rolled over with a gal drum called a rollerThis is done to bond the soil and sod together and even out any lumpsBefore the rolling the installers will soak the sod to make it softer and easier to bondAfter the rolling they will proceed with the edgingEdging will be done by cutting all edges of your lawn to be even with your sidewalk, driveway, etcAfter the job is complete the installers will clean up all the debris and water one more time before leaving you with a beautiful lawn for you to enjoy.”
Thus, I contacted the office to see if perhaps the crew just left for lunch and were coming back to complete the install, I was told the crew indicated to the office the install was completeI asked to speak with *** answered and requested that I send photos of the incomplete install, I compliedAfter sending the photos, I received an email from *** stating the install was complete and the job was verified by a foreman; however, no other representative had entered my property since *** and the other worker left. I sent *** an email to clarify if she reviewed the pictures and to request that she send another crew to correct the incomplete work performed by *** and the other worker At about 7:30pm that Monday night, *** another installer arrived alone to correct the install; however, due to the vast amount of work that needed to be corrected and performed, he had to return the following Tuesday morning, May 6, again alone and finished the install at approximately 11:00amI did email *** after *** left to indicate that his work was a 100% improvement over that of *** and the install looked good; even if still not completed as advertised in terms of being laid in a brick patternMore importantly, keep in mind that the grass was harvested, according to an email from ***, at 4:15pm Saturday, May 3; even though, the order was confirmed for delivery on Friday, May 2, in a prior conversation with *** on Tuesday, April 29, the day the order was originally scheduled for delivery, requesting to rescheduleI also received an email on Friday, May 2, stating the order had been shipped and in the call I made to Valerie that Friday afternoon, she stated the driver was on his way to pick up the order from the farmTherefore, due to the delayed delivery and the incomplete install, neither caused by bad weather, the grass went without water well beyond the 24-hour time frame from harvest most experts along with grass4sale.com recommend, if not longer. As I have stated previously, the order was not properly coordinated; which is the reason for the nonviable grass not improper watering. The grass was dead before I had a chance to properly water itNonetheless, do not forget the contradictory care instructions originally provided in an email by *** with the care instructions provided in this forumFurthermore, I can provided records in regards to my water bill along with weather reports for the month of May to support the amount of water supplied to the grassBased on the aforementioned facts, I would be concerned if upon review of my order three mangers confirmed everything was done properlyI do not understand why the management team with grass4sale.com cannot derive a reasonable resolution from this unfortunate chain of events caused by the representatives at grass4sale.com I also do not understand why the management team is unwilling to send a representative to review the project in person and to establish a reasonable plan of action to render the quality of goods and services for which they have already been paid
Regards,
*** ***
Complaint: [redacted]Good day to you.
I urge you to please...
revisit and reevaluate this case between myself and Grass4Sale.com. The resolution which you sent me is not what I requested. I no longer want their grass. I have gone through untold hardship trying to get the grass. I already bought the grass from some other people. I never requested that they should not supply the grass, Please, in God's name try a little more. They are either incompetent at their jobs or just plain out to steal from people. They need to refund the money. Thank you very much. [redacted]
Complaint: [redacted]
I am rejecting this response because: As is this company's modus operandi, they are not ethical and truthful. The attached invoice has been submitted to my attention only once, on 4/10/2014. They have not sent me an invoice multiple times as they have indicated.
This company has threatened to place a lien on my homestead. Most recently, they have erroneously copied me on an internal email chain that alludes to sending the "whole amount" to a collection company. Also, one internal company email references me as "he caused a big problem". I have also attached a copy of this internal email that was mistakenly sent to my attention. The big problem that this company has, is that they have associates that practice unethical business practice and then do whatever it takes to cover their mistakes, at the customer's expense.
I have been very clear that I am willing to pay for partial soil cultivation and applicable taxes. Grass4sale.com does not wish to honor the truth and to provide and amended invoice. I also have attached a copy of the email whereas [redacted], company representative, admits that the prep work was not complete.
Furthermore, in a telephone conversation with [redacted], I mentioned improper behavior on the work site (my residence) by the installer which I chose not to elaborate on at the time. However, in lieu of this company's responses and actions, it is time to make this public as well. The installer, [redacted], had asked me for a cup of ice so that he could drink his [redacted]. I obliged. As I am walking out on to my back porch to give him the cup of ice, he is standing mere inches from his wife/girlfriend. He has his music earphones on so he does not hear me walk out. She is blocked by him so she does not see me walk out on to the porch. She has her left hand in his right pocket and he says loudly (due to wearing his earphones is my guess), "I know what you are looking for!" Imagine their surprise when they finally noticed me standing there with the cup in hand. I am guessing that this is why they left my premises WITHOUT notifying me. A professional installer would: 1. Have not had his wife/girlfriend and chihuahua at the work site. 2. Not acted inappropriately at the work site. 3. Notified the owner of the work site when leaving to have the job inspected prior to departure, not to mention returning the borrowed cup, and ensuring that the gate to the yard is secured.
As I have mentioned in my final email to a company representative by the name of [redacted], this is not a money issue rather one of principle. If grass4sale.com has ethical business principles, they will act and provide an amended invoice that reflects the work that was actually completed at my residence, partial soil cultivation, and they will cease threatening to place a lien on my homestead, and to send the "whole amount" to a debt collector.
Regards,
[redacted]
1. We do not allow cancellations of orders within 48 hours before delivery and especially once it has been shipped.
2. Your order had already been cut when you decided to cancel your order.
3. Your lawn was prepped and ready for the sod installation.
4. We offered to send another installer to complete your installation since you were not happy with the first one, but you would not have that.
We canceled your order per your request despite our terms and conditions. Because the prep was done, the whole amount of prep would have to be paid (the amount on the invoice). Normally, we would not allow any refund, but we were willing to work with you.
Grass4sale has already had loses of over 1k for custom harvesting his grass that he would not allow to be installed.
The order was processed as agreed by customer and grass4sale.com. Unfortunately the customer attempted to cancel after the product was loaded on the truck and harvested. We let the customer know that our policy is to deliver once the grass is harvested for the customer. We require 48 hours notice to...
First I re-scheduled an order because of weather. The delivery showed up anyways despite 5 days notice on my part. After that I was weary of their organization. So the week of my new delivery date I called several times to make sure everything was on track. I was assured everything was fine the day before and the day of delivery. I had a crew waiting all day until I was told at 4:30pm that the grass was set to be delivered the following Tuesday. Besides the fact I had to pay a crew for nothing, I work Tuesdays! I asked that they cover the install. After several follow up calls they determined that they would not meet with me half way and they cancelled my order without asking. So I was left with a dirt lawn prepped and ready to go that needed grass before the next rain. The Zoysia I wanted was sold out in Georgia so I ended up installing something less ideal after spending thousands including money lost on pointless labor!!!
Charges have been emailed multiple times.
Desired Settlement:
I would like a detailed explanation of
charges from grass4sale as per my request on April 10, 2014. I am
reluctantly willing to pay for partial soil cultivation and nothing
more. I...
will not pay for vegetation removal as this service was not
provided. Thank you.
[A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that Mediation is necessary.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The nonviable grass is the result of grass4sale.com not delivering nor installing the grass in a timely manner according to both their warranty and website. In addition, I was not provided a copy of the warranty form until I requested to file a claim at which time [redacted], sales consultant, emailed me an attachment. As far as the option to pick up the grass from the farm or another delivery atabsolutely no cost, I do not recall this option from the initial order. I do recall checking on the status of the initial order both on Friday, May 2 at approximately 4:00pm since the order was scheduled for delivery that day and was told by [redacted] that the driver was on his way to pick up the grass from the farm and that installation was scheduled for first thing Saturday morning,
May 3. I also recall after the order nor the installation crew arrived Saturday morning, I contacted grass4sale.com again regarding the status of the order and spoke with [redacted] who was unable to locate the order or confirm delivery; however, she did mention the grass had already been harvested when I told her if the grass could not be delivered by Saturday and installed on Sunday that I was cancelling the order. The information regarding the harvesting of the grass has also been inconsistent considering that in an email from [redacted], COO, on May 14 states the grass was from the grass4sale.com farm in [redacted], TX which is approximately a three hour drive from San Antonio one way. Thus if the option to pick up the grass had been offered I would of declined because that was a service I was paying grass4sale.com to provide if they had offered another delivery with fresh grass at no cost I would of certainly accepted, which more than likely would of circumvented this entire issue. I am not asking for
more than I paid for I just want grass4sale.com to correct the problem that they caused by not appropriately coordinating the delivery with the harvest or the completion of the install within 24 hours of the delivery. The grass was delivered at approximately 4:00p Sunday, May 4 and the install was completed at approximately 11:00a Tuesday, May 6. I do not feel I should be responsible for any additional costs associated with having the nonviable grass removed, and the new grass delivered and installed. For instance, if you buy a new car from a dealership with a defective part that causes an issue a week after your
purchase when you take the car in to be serviced, do you expect to pay for the labor to remove the defective part and reinstall the new part or the cost to have the new part delivered to the dealership? As the COO of the company, I would expect that [redacted] has the authority to go outside of company policy regarding remediation of an issue cause by the representatives of grass4sale.com. If not then, I would like a response from James Walker, CEO, whose contact information [redacted] has been unwilling to provide.
Regards,
[redacted]
It makes no since why this customer make this complaint after the account was credited in full after they decided to cancel. This complaint needs to be removed.APPROVED ========== TRANSACTION RECORD ========== GRASS4SALE.COM [redacted] United States...
GRASS4SALE.COM TYPE: Refund ACCT: Visa $ 876.38 USD ($ 876.38 USD was requested) CARDHOLDER NAME : [redacted] CARD NUMBER : ############[redacted] DATE/TIME : 10 May 15 11:04:16 REFERENCE # : [redacted] M AUTHOR. # : RETURN TRANS. REF. : Approved - Thank You 100 Please retain this copy for your records. ================================= =======
Please let us know what other orders were not on time other than rain delay. We would like to know because the gps states the orders were on the they were ordered for. Our harvesters are automatic and are computer counted and automatically stacked. The settings have never changed from the thousands of pallets cut regularly.
Complaint: [redacted]
I am rejecting this response because: Grass4Sale made no attempt to address my...
complaints with their response. Specific reasons for rejection follow. First, regarding their comment "We have delivered the full amount ordered in a timely manner," this statement is not at all accurate. As quantified in my complaint the full order was not received and I have ample proof available to support this claim (e.g. photos). I invite Grass4Sale to my home (by appointment only) to inventory the sod delivered/used. So far as delivering in a "timely manner," my complaint clearly details that the order was delivered later than the paid for scheduled delivery due to reasons the company admitted was their fault (delivery vehicle mechanical problems) and not the fault of weather. Second, in response to portion of response that states "this customer has placed 7 orders from grass4sale and has been satisfied with everything until the last order," that is partly accurate. I would qualify this by stating that all but 1 of the previous 5 orders were delivered on time, while 1 order was delayed due to weather/heavy rains preventing harvesting of sod, which is no fault of the company. In addition, the previous 5 orders were inventoried by me and found to be near full orders, thus no complaint was made regarding quantity delivered. Regardless, my satisfaction with previous orders has no bearing whatsoever on this complaint. I request that Grass4Sale respond my original complaint. The response, at a minimum, should include level of detail that supports their assertion that the 2 orders were of the "full amount" and also explains why my claim of delivery well beyond the assured delivery date, that I paid extra for, is not accurate.
Regards,
[redacted]
This company did extensive damage to a investment property of mine. They admitted liability and swore to fix it but did not. They wrecked a brick planter and a brick wall on my property while they dropped off a pallet of sod past 11pm at night.
Everything was great I would return and will reccomend to others
In his warranty claim form submission, the point is made that the grass is not being watered enough***.com experts recommend at least minutes per area, three times a dayStill, due to a slightly late delivery, the warranty to replace any non-viable sod has been offered numerous times.
***.com strives for perfection in every order an installation but the product is still a natural one that creates it's own variablesWhile unwelcome, delays are a fact of the process at times***.com does everything possible to educate everyone from new homeowners to contractors on the fiber points of grass installation and careDd
***.com seeks only to ensure that Mr*** feels satisfied as a customer and has tried many times, in all of the conversations detailed above, to bend policies and accommodate this orderThe offer still remains to replace any of the sod deemed non-viable.
On Jun 13, 2014, at 12:PM, *** *** wrote:
We have delivered the full amount ordered in a timely manner as this customer has placed orders from grass4sale and has been satisfied with everything until the last order
Complaint: ***
I am rejecting this response because: Please see the following which I already submitted to *** *** at grass4sale.com I already responded to this email filled with blatant untruths by *** at grass4sale.com *** *** *** has not responded to me I also notice that *** picks and chooses what she sends to the Revdex.com She does not include the threats of a debt collection company in her response to the Revdex.com
from: *** *
to: ***
date: Fri, Apr 18, at 12:PM
subject: Lost order #*** replaced with dummy order #***
Good day,
I send this to you as I have grown weary of dealing with the lack of professionalism and contradiction of the truth shown by your installer ***, and your associate, ***Please review my responses to ***'s claims below I am confident you will note discrepancies in truthful business practice As I have stated via email to ***, and I have reported to the Revdex.com, I am willing to pay for partial soil cultivation plus any applicable taxes Nothing more was done at my residence If your company still feels the need to send a $incorrect invoice to a collections department, that is your call An amended, and correct invoice, would probably be in everyone's best interest Money is not the issue here It is principle
Thank you
*** *** - Fri, Apr 18, at 9:AM
to me *** ***,
We do not allow cancellations of orders within hours before delivery and especially once it has been shipped
Comment: This was NEVER disclosed to me at the time of order *** was more interested in making the commission, (she asked me to call her back directly and to forego ordering online as was my intention) than providing terms and conditions.
Your order had already been cut when you decided to cancel your order
Comment: See comment # This, if true, is irrelevant.
Your lawn was prepped and ready for the sod installation
Comment: Another company came out and RE-TILLED the soil and REMOVED all vegetation in order to properly install sod Where is the proof that your installer, ***, did the appropriate job? (I have quite the email chain expressing my disdain over his unprofessional behavior and sub-par work ethic)
We offered to send another installer to complete your installation since you were not happy with the first one, but you would not have that
Comment: *** tends to stretch the truth (I have the email from her offering to send out the SAME installer after admitting that the prep work was NOT completePlease see it below.) *** NEVER offered another installer.
We canceled your order per your request despite our terms and conditions Because the prep was done, the whole amount of prep would have to be paid (the amount on the invoice)Normally, we would not allow any refund, but we were willing to work with you
Comment: When I cancelled, I was NOT notified of any terms and conditions I am willing to work with your company, provided an amended invoice is generated depicting the work that was actually performed.
If I don't hear from you by end of business today, Grass4sale.com will be sending the entire amount of the order to collections I hope we will not have to do that
________________________________________________________________________________...⇄ /> Email Evidence #from ***
*** *** - Tue, Mar 25, at 1:PMMar 25to me***, I just got in to the office as I am working a later shift today I see the photos that you sent I can assure that is not a finished productHe is not finished with the prep He was just getting started on the job since he was in the area and had some free time Also, I was told by him that he asked you first if he could take his dog out and that you obliged Otherwise, he would have kept his dog in the cage in his truck As far as the quality of the installation, I would be more than happy to send pictures of finished installations that *** has done It may not seem like it right now, but he is very good at what he does and I assure you that you would be very happy with the finished product Please give us the chance to complete this installation. Thank You,*** *** ***
Comment: I also find the below quite interesting *** needs to be more careful as to what she sends out to those of us that "caused a big problem" I am guessing the big problem here is grass4sale.com's business ethic
-----Original Message-----
From: "*** ***r"
Sent: Friday, April 18, 9:14am
To: "*** ***"
Subject: Re: Lost order #*** replaced with dummy order #***
Because he canceled less than hour of being delivered and I was going to work with him but he will not pay.His order was cut and he caused a big problemHe could settle but he won't
Send the whole amount
Regards,
*** ***
Worst company yo deal with, the employees promise you lies every day, after missing delivery dates I had to cancel the order, all liers gathered in the company, NEVER DEAL WITH THEMand for the management I have an advice - CLOSE YOUR BUSINESS
Complaint: ***
I am rejecting this response because: *** and another worker arrived at my house on Sunday at approximately 6:pm after the grass was delivered at approximately 4:pm and installed two of the four pallets of grass then left stating he would return in the morning to complete the install. After he left, I sent Valerie an email, since I was unable to speak with anyone in the office at the time the grass was delivered, regarding my concerns
with the quality of the grass delivered, as it was neither green nor was the dirt wet or even moist, and the quality of the install in process. *** was not installing the grass in a brick pattern as advertised on the grass4sale.com website “It will be laid down in a brick like patternThis pattern is used and recommended so it will not leave any lines and the gaps are minimal.” I waited on Monday morning until around 11:00am for *** and the other worker to return to finish installing the remaining two pallets of grass; then, I contacted the office to follow up on the scheduling to complete the install and voice my concern with management regarding the quality of grass that was deliveredI spoke with *** at this time, whom confirmed the warranty that Valerie offered in response to my email and stated that *** and his crew were finishing another job that morningPlease keep in mind that both the grass4sale.com website and the warranty form both state that the grass should be installed the same day as the grass is delivered or by noon of the following day. I also voiced my concern with *** about the quality of ***’s work at this time and was under the impression she was sending out another crew; however, *** and the other worker returned to install the other two pallets of grass and were in the process of finishing the install when my wife and I returned to our houseBy the time, I had returned from taking my dogs for a walk, *** and the other worker had left but the job was not completeThe grass was still as dry as when the order arrived, there were pieces of sod that still needed to be cut, pieces of sod were overlaying other pieces of sod and the project had not been cleaned up. Below is a quote of the installation process from the grass4sale.com website
“After the sod is laid it will then be rolled over with a gal drum called a rollerThis is done to bond the soil and sod together and even out any lumpsBefore the rolling the installers will soak the sod to make it softer and easier to bondAfter the rolling they will proceed with the edgingEdging will be done by cutting all edges of your lawn to be even with your sidewalk, driveway, etcAfter the job is complete the installers will clean up all the debris and water one more time before leaving you with a beautiful lawn for you to enjoy.”
Thus, I contacted the office to see if perhaps the crew just left for lunch and were coming back to complete the install, I was told the crew indicated to the office the install was completeI asked to speak with *** answered and requested that I send photos of the incomplete install, I compliedAfter sending the photos, I received an email from *** stating the install was complete and the job was verified by a foreman; however, no other representative had entered my property since *** and the other worker left. I sent *** an email to clarify if she reviewed the pictures and to request that she send another crew to correct the incomplete work performed by *** and the other worker At about 7:30pm that Monday night, *** another installer arrived alone to correct the install; however, due to the vast amount of work that needed to be corrected and performed, he had to return the following Tuesday morning, May 6, again alone and finished the install at approximately 11:00amI did email *** after *** left to indicate that his work was a 100% improvement over that of *** and the install looked good; even if still not completed as advertised in terms of being laid in a brick patternMore importantly, keep in mind that the grass was harvested, according to an email from ***, at 4:15pm Saturday, May 3; even though, the order was confirmed for delivery on Friday, May 2, in a prior conversation with *** on Tuesday, April 29, the day the order was originally scheduled for delivery, requesting to rescheduleI also received an email on Friday, May 2, stating the order had been shipped and in the call I made to Valerie that Friday afternoon, she stated the driver was on his way to pick up the order from the farmTherefore, due to the delayed delivery and the incomplete install, neither caused by bad weather, the grass went without water well beyond the 24-hour time frame from harvest most experts along with grass4sale.com recommend, if not longer. As I have stated previously, the order was not properly coordinated; which is the reason for the nonviable grass not improper watering. The grass was dead before I had a chance to properly water itNonetheless, do not forget the contradictory care instructions originally provided in an email by *** with the care instructions provided in this forumFurthermore, I can provided records in regards to my water bill along with weather reports for the month of May to support the amount of water supplied to the grassBased on the aforementioned facts, I would be concerned if upon review of my order three mangers confirmed everything was done properlyI do not understand why the management team with grass4sale.com cannot derive a reasonable resolution from this unfortunate chain of events caused by the representatives at grass4sale.com I also do not understand why the management team is unwilling to send a representative to review the project in person and to establish a reasonable plan of action to render the quality of goods and services for which they have already been paid
Regards,
*** ***
Complaint: [redacted]Good day to you.
I urge you to please...
revisit and reevaluate this case between myself and Grass4Sale.com. The resolution which you sent me is not what I requested. I no longer want their grass. I have gone through untold hardship trying to get the grass. I already bought the grass from some other people. I never requested that they should not supply the grass, Please, in God's name try a little more. They are either incompetent at their jobs or just plain out to steal from people. They need to refund the money. Thank you very much. [redacted]
Unfortunately the order involves equipment to deliver and a contentment form is required to enter the property.
Complaint: [redacted]
I am rejecting this response because: As is this company's modus operandi, they are not ethical and truthful. The attached invoice has been submitted to my attention only once, on 4/10/2014. They have not sent me an invoice multiple times as they have indicated.
This company has threatened to place a lien on my homestead. Most recently, they have erroneously copied me on an internal email chain that alludes to sending the "whole amount" to a collection company. Also, one internal company email references me as "he caused a big problem". I have also attached a copy of this internal email that was mistakenly sent to my attention. The big problem that this company has, is that they have associates that practice unethical business practice and then do whatever it takes to cover their mistakes, at the customer's expense.
I have been very clear that I am willing to pay for partial soil cultivation and applicable taxes. Grass4sale.com does not wish to honor the truth and to provide and amended invoice. I also have attached a copy of the email whereas [redacted], company representative, admits that the prep work was not complete.
Furthermore, in a telephone conversation with [redacted], I mentioned improper behavior on the work site (my residence) by the installer which I chose not to elaborate on at the time. However, in lieu of this company's responses and actions, it is time to make this public as well. The installer, [redacted], had asked me for a cup of ice so that he could drink his [redacted]. I obliged. As I am walking out on to my back porch to give him the cup of ice, he is standing mere inches from his wife/girlfriend. He has his music earphones on so he does not hear me walk out. She is blocked by him so she does not see me walk out on to the porch. She has her left hand in his right pocket and he says loudly (due to wearing his earphones is my guess), "I know what you are looking for!" Imagine their surprise when they finally noticed me standing there with the cup in hand. I am guessing that this is why they left my premises WITHOUT notifying me. A professional installer would: 1. Have not had his wife/girlfriend and chihuahua at the work site. 2. Not acted inappropriately at the work site. 3. Notified the owner of the work site when leaving to have the job inspected prior to departure, not to mention returning the borrowed cup, and ensuring that the gate to the yard is secured.
As I have mentioned in my final email to a company representative by the name of [redacted], this is not a money issue rather one of principle. If grass4sale.com has ethical business principles, they will act and provide an amended invoice that reflects the work that was actually completed at my residence, partial soil cultivation, and they will cease threatening to place a lien on my homestead, and to send the "whole amount" to a debt collector.
Regards,
[redacted]
1. We do not allow cancellations of orders within 48 hours before delivery and especially once it has been shipped.
2. Your order had already been cut when you decided to cancel your order.
3. Your lawn was prepped and ready for the sod installation.
4. We offered to send another installer to complete your installation since you were not happy with the first one, but you would not have that.
We canceled your order per your request despite our terms and conditions. Because the prep was done, the whole amount of prep would have to be paid (the amount on the invoice). Normally, we would not allow any refund, but we were willing to work with you.
Grass4sale has already had loses of over 1k for custom harvesting his grass that he would not allow to be installed.
The order was processed as agreed by customer and grass4sale.com. Unfortunately the customer attempted to cancel after the product was loaded on the truck and harvested. We let the customer know that our policy is to deliver once the grass is harvested for the customer. We require 48 hours notice to...
cancel and order.
First I re-scheduled an order because of weather. The delivery showed up anyways despite 5 days notice on my part. After that I was weary of their organization. So the week of my new delivery date I called several times to make sure everything was on track. I was assured everything was fine the day before and the day of delivery. I had a crew waiting all day until I was told at 4:30pm that the grass was set to be delivered the following Tuesday. Besides the fact I had to pay a crew for nothing, I work Tuesdays! I asked that they cover the install. After several follow up calls they determined that they would not meet with me half way and they cancelled my order without asking. So I was left with a dirt lawn prepped and ready to go that needed grass before the next rain. The Zoysia I wanted was sold out in Georgia so I ended up installing something less ideal after spending thousands including money lost on pointless labor!!!
Great service and delivery, split the drop off on both sides of property which made the work easier. Will definitely recommend to others.
Charges have been emailed multiple times.
Desired Settlement:
I would like a detailed explanation of
charges from grass4sale as per my request on April 10, 2014. I am
reluctantly willing to pay for partial soil cultivation and nothing
more. I...
will not pay for vegetation removal as this service was not
provided. Thank you.
[A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that Mediation is necessary.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The nonviable grass is the result of grass4sale.com not delivering nor installing the grass in a timely manner according to both their warranty and website. In addition, I was not provided a copy of the warranty form until I requested to file a claim at which time [redacted], sales consultant, emailed me an attachment. As far as the option to pick up the grass from the farm or another delivery atabsolutely no cost, I do not recall this option from the initial order. I do recall checking on the status of the initial order both on Friday, May 2 at approximately 4:00pm since the order was scheduled for delivery that day and was told by [redacted] that the driver was on his way to pick up the grass from the farm and that installation was scheduled for first thing Saturday morning,
May 3. I also recall after the order nor the installation crew arrived Saturday morning, I contacted grass4sale.com again regarding the status of the order and spoke with [redacted] who was unable to locate the order or confirm delivery; however, she did mention the grass had already been harvested when I told her if the grass could not be delivered by Saturday and installed on Sunday that I was cancelling the order. The information regarding the harvesting of the grass has also been inconsistent considering that in an email from [redacted], COO, on May 14 states the grass was from the grass4sale.com farm in [redacted], TX which is approximately a three hour drive from San Antonio one way. Thus if the option to pick up the grass had been offered I would of declined because that was a service I was paying grass4sale.com to provide if they had offered another delivery with fresh grass at no cost I would of certainly accepted, which more than likely would of circumvented this entire issue. I am not asking for
more than I paid for I just want grass4sale.com to correct the problem that they caused by not appropriately coordinating the delivery with the harvest or the completion of the install within 24 hours of the delivery. The grass was delivered at approximately 4:00p Sunday, May 4 and the install was completed at approximately 11:00a Tuesday, May 6. I do not feel I should be responsible for any additional costs associated with having the nonviable grass removed, and the new grass delivered and installed. For instance, if you buy a new car from a dealership with a defective part that causes an issue a week after your
purchase when you take the car in to be serviced, do you expect to pay for the labor to remove the defective part and reinstall the new part or the cost to have the new part delivered to the dealership? As the COO of the company, I would expect that [redacted] has the authority to go outside of company policy regarding remediation of an issue cause by the representatives of grass4sale.com. If not then, I would like a response from James Walker, CEO, whose contact information [redacted] has been unwilling to provide.
Regards,
[redacted]
It makes no since why this customer make this complaint after the account was credited in full after they decided to cancel. This complaint needs to be removed.APPROVED ========== TRANSACTION RECORD ========== GRASS4SALE.COM [redacted] United States...
GRASS4SALE.COM TYPE: Refund ACCT: Visa $ 876.38 USD ($ 876.38 USD was requested) CARDHOLDER NAME : [redacted] CARD NUMBER : ############[redacted] DATE/TIME : 10 May 15 11:04:16 REFERENCE # : [redacted] M AUTHOR. # : RETURN TRANS. REF. : Approved - Thank You 100 Please retain this copy for your records. ================================= =======
Please let us know what other orders were not on time other than rain delay. We would like to know because the gps states the orders were on the they were ordered for. Our harvesters are automatic and are computer counted and automatically stacked. The settings have never changed from the thousands of pallets cut regularly.
Complaint: [redacted]
I am rejecting this response because: Grass4Sale made no attempt to address my...
complaints with their response. Specific reasons for rejection follow. First, regarding their comment "We have delivered the full amount ordered in a timely manner," this statement is not at all accurate. As quantified in my complaint the full order was not received and I have ample proof available to support this claim (e.g. photos). I invite Grass4Sale to my home (by appointment only) to inventory the sod delivered/used. So far as delivering in a "timely manner," my complaint clearly details that the order was delivered later than the paid for scheduled delivery due to reasons the company admitted was their fault (delivery vehicle mechanical problems) and not the fault of weather. Second, in response to portion of response that states "this customer has placed 7 orders from grass4sale and has been satisfied with everything until the last order," that is partly accurate. I would qualify this by stating that all but 1 of the previous 5 orders were delivered on time, while 1 order was delayed due to weather/heavy rains preventing harvesting of sod, which is no fault of the company. In addition, the previous 5 orders were inventoried by me and found to be near full orders, thus no complaint was made regarding quantity delivered. Regardless, my satisfaction with previous orders has no bearing whatsoever on this complaint. I request that Grass4Sale respond my original complaint. The response, at a minimum, should include level of detail that supports their assertion that the 2 orders were of the "full amount" and also explains why my claim of delivery well beyond the assured delivery date, that I paid extra for, is not accurate.
Regards,
[redacted]
This company did extensive damage to a investment property of mine. They admitted liability and swore to fix it but did not. They wrecked a brick planter and a brick wall on my property while they dropped off a pallet of sod past 11pm at night.