Wiersmas Plumbing & Heating

We have been in communication with [redacted] regarding his installation throughout the process. The initial installation was completed on 9/2/2017 which required one additional day needed to complete due to thicker than expected concrete resulting in the need to bring in the proper equipment for the...

removal of the concrete. A week later the customer contacted us to inform us that there were issues with the installation. We went out to assess the area and determined that rain gutters needed to be installed. We contacted the customer regarding the issue and visited the site again two days later to ensure all concerns were addressed. We notated the need to fix noticeable seams. We came back to fix the noticeable seams and while on site we determined that the installation was not to our standards and elected to reinstall with brand new turf. The replacement and installation was completed and the customer was happy with the replacement. We have offered the customer a series of cleanings available for future use for any inconvenience the  customer has experienced. While unforeseen circumstances have impacted the timeline of the installation, we have taken every appropriate measure to ensure the project was installed properly.

Dear Revdex.com,We have been in touch with and are partnering with Ms. [redacted]. The seam and shiny spot have been serviced. Before and after pictures are attached. Although, weeds are not covered under EasyTurf's warranty, we have connected Ms. [redacted] with a weed treatment contractor. EasyTurf will...

continue to monitor the progress.Sincerely,[redacted]Customer Care Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find this resolution satisfactory; they have offered a full refund.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I will attempt to respond to each point that was made in the
rebuttal to my response.
"The response filed by Easy Turf contains false
statements. I did not call their employees "liars" (or any of their
other allegations), and they are free to supply documentation to support
this"
Well, here is the documentation.  "Warning: if you
want artificial, DO NOT use [redacted] !! They lied, sexually discriminated
against me, offered refund then said no, +more!"
This was posted on [redacted] by [redacted].  There may be
others that we did not see, but this one clearly calls us liars and claims that
we sexually discriminated against her (and her husband, apparently).
"These people are not professional, they lied, they
didn't keep their word when they told us a refund was "definitely an
option" just two days ago. Stay FAR away from these people!!"
Here is another documented instance of where she publicly
called us liars.  This was posted on [redacted].  (check out her other
posts on [redacted] to get a sense of what we are dealing with here).  This does
not even account for the verbal abuse and accusations that are not so easily
documented.
There is some lying going on, but not by us.
Point two:  "all of our correspondence was via
emails so that I would have written record of what had transpired.  Easy
Turf did, in fact, initially offer us a full refund".  The fact is that there was unlawful video and audio taping of our conversations and site visits, but none of it supports their claims.
They claim that they have a record of everything that was said, but cannot back up the claim that we offered a full refund because it never happened.  Why would be replace perfectly
good turf just because of some weeds?  A), that turf does not need to be
replaced, B), the weeds were not caused by us or our product.  We have
repeatedly offered to help her resolve her weed issue.  She initially
agreed to accept our help and then, without any notice, flipped and contacted
the Revdex.com, Yelp and Twitter (and God knows who else).
Point three:  "they sold me a product knowing it
would fail".  This point was made regarding the fact that their
neighbors also have Nutsedge in their natural grass lawn.  The [redacted]'s
know full well that we discovered this fact while we were at their home trying
to problem solve their Nutsedge issue.  The comment was made that your
neighbor probably has the same weed and it may have even migrated over from
there.  When we walked next door, sure enough, they had Nutsedge in their
lawn.  From that exchange, she derived that we knew about the problem and
sold her something that was going to fail.  First of all, her turf hasn't
failed in the least.  It needs treatment for weeds and the longer they
wait, the worse it will get.  Second, we had no way of knowing that their
neighborhood had Nutsedge without canvassing her neighbors in advance and we
certainly did not do that.
Much of the rest of their response goes on about the cost and
difficulty of treating their Nutsedge.  She claims (on Yelp) that it would
cost $5,000 per week.  Again, complete and utter nonsense.  It does
usually take several treatments as this is a particularly nasty week, but they
could purchase enough Sedgehammer to treat their problem for about $150 TOTAL.
 We would even agree to pay for it, we simply are not allowed, by law, to
apply it.  The homeowner can apply it or a certified applicator can apply
it.  We are neither.  All of this was calmly explained, on more than
one occasion.  They simply chose not to believe us.  Ms. [redacted] has
a way of twisting words and/or creating them out of whole cloth unlike anyone
that we have met before.
They then attack our sales person and claim he is doing
work on the side.  This relates to the fact that he had agreed to assist
in designing their backyard for them in addition to selling them turf for the
front yard.  When he did not return her calls quickly enough, she
went after him, and us, through the Revdex.com and social media.
This is the last correspondence that we had with the
[redacted]'s (outside of this).  “We will NOT be taking you up on your
"option" (the option we offered was to assist in getting the Nutsedge treated). We will chalk it up to a lesson learned, as we move forward
to tear it out ourselves as soon as we can arrange for a contractor to design a
courtyard. We will, however, warn all of our friends, family, co-workers, and
neighbors about the workings of your company, how poorly we were treated, and
how much we were lied to.”  (There is a third documented time that she calls us liars, but claims to the Revdex.com that it never happened.)
“You made a huge mistake.”
“Do NOT have your team show up at our house on
Saturday, May 30th, as planned. Do not let your employees on our property on
ANY DATE, as we will call the police. We will NOT do business with you or your
company, and you are NOT permitted on our property for any reason, on any day.
Our HOA has been notified.”
We had planned to be at their house on May 30th,
until we got this email completely out of the blue.
We sincerely hope that the [redacted]'s enjoy their new
courtyard.  We wish their new contractor the best of luck.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Fact #1, our yard was NOT treated with chemicals, as two of our neighbors yards were, in fact treated (1-2 times) as previously shown in letter from [redacted], which was attached to previous complaint. Fact #2, this process of utilizing Revdex.com is just a way for Easy Turf to stress is out further over the way we were treated, the lies that were told to us (although we did not "call anyone a liar" to their face), and the entire mess of what transpired. Fact #3, I provided documents (emails) proving our side of the story, yet Easy Turf merely quotes certain portions of my emails or social media posts which they feel serve them best. This is not an honest practice. Fact #4, we have merely stated our side of the story, as well as provided documents to attach as evidence. On the other hand, Easy Turf has throughout this Revdex.com process made unnecessary personal judgenents, unethical stabs at my character, and falsely misrepresents facts not in evidence. We want a full refund, which we are confident small claims court would provide. However, we are willing to accept a 50% refund, if, and ONLY if, this matter is resolved, closed, and reimbursed within 14 days of this date. 
Regards,
[redacted]

Thank you for the opportunity to respond to this customer
concern. 
We completed an installation at the home of Mr. and Mrs.
[redacted] in April 2015.  They have a
problem with Nutsedge (also known as Nut Grass) in their yard.  This is a weed that is very common in...

their
neighborhood.  Their installation looks
fantastic, with the exception of this weed growth.
The appearance of weeds is not covered under the warranty,
however, we have offered to pull back their turf to allow them (or a licensed herbicide
applicator) to treat the area.  Several
applications are usually required as this is a very persistent, deep rooted
weed.  We would then put the turf back in
place, at no charge to them. 
This offer was originally accepted by both Mr. and Mrs.
[redacted] and then rejected in a later email and by certified letter.
This weed is very treatable with the proper applications of
Sedgehammer or similar herbicide.  Their
landscaper has quoted them an exorbitant amount to treat the area, but that is
beyond our control. 
The Revdex.com complaint states that we “failed to treat their yard
with the proper chemical sprays that we treated their two neighbors yards with”.  This is untrue.  We have never treated any yard with chemical
sprays prior to installation.  We are not
licensed to do so and we simply don’t do it.
The complaint also states that we failed to respond to her
many calls and emails to EasyTurf employees. 
This is also untrue.  We keep
extensive records of all customer contact and we have been in touch with the [redacted]’s
on many, many occasions, via phone, email and in person.  We have not
told them what they wanted to hear, but we have been responsive.
The complaint asks us to respond and to treat their Nutsedge and reinstall the turf.  We have been more than responsive and we have offered to pull back to the turf to
allow them (or their designee) to treat the area and to reinstall it
afterward.  They agreed to this and we
had it scheduled to happen last week. 
When we called to confirm that we would be there on the agreed upon
date, they informed us that they were no longer interested in solving the
problem and demanded a full refund.
We have been back and forth on this with them.  For some reason they believe that this is an
ongoing problem but it is not.  When
properly treated, it will no longer be an issue for them.  Mrs. [redacted] has been more than rude to our
employees who have only tried to help remedy the situation.  She accused us of not installing the proper
amount of base rock (someone told her this could be the cause of the Nutsedge)
and we came out and proved to them that we had done a proper install.  She has called several of them “liars” and
has trashed us on social media. 
There have been any number of other threats, accusations and
misstatements but I will leave it here.
Despite all of this, our offer to assist in resolving the
matter stands.  We did a fantastic
installation for them.  We did not
introduce this weed and are not responsible for it.  It is a very fixable situation, and we
believed that we had all agreed on a solution, only to have them change their
minds.  They informed us that they now
plan to build a courtyard in the area.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hi [redacted],The did not call yesterday as they said they would.I noticed the complaint has not been reopened.  I'd appreciate it if you could reopen it, especially in light of them not following through with what they said they’d do.[redacted]
Regards,
[redacted]