ComplaintsforForeverlawn Emerald Coast

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted ForeverLawn Emerald Coast March 2022 to do a small project on my Florida home. I picked them due to the positive reviews I found online and researching the material. My product was installed end of May. I was not able to put eyes on it until 9 weeks later. During the approximate 9 weeks it was down it suffered reflective burn damage.Aug 4 I contacted my rep and asked him to come take a look at what was going on. I told him I was in town through the 12th. Multiple times he was "on the way" but never showed up while I was there. No show, no call. Only because of my cameras did I know they actually came out Aug 16th. I waited 48 hours for an answer to what was going on before I asked again. What is happening with the turf? The reply was "possible reflection burn." This was the first time I heard heard this term verbally. Aug 24th I asked for an update once again on the issue and was told the owner will be reaching out. Between August 4th and August 24th shouldn't we have received an incoming phone call from someone? Maybe the owner? I was patient and nice through this 20 day period. The owner has yet to call. The VM says calls will be returned within 24 hours. The owner's first communication to me was a copy of my contract circling the "terms and conditions" section stating reflective heat was not covered with my product. I replied and said nowhere in the consulting process (this was a remote sales job) did my rep say anything about this needing to be a concern for my small project. I asked every question I could think of as a non expert and this being my first use of synthetic grass. I relied on their expertise and actually picked the most expensive product of the samples they sent me. As I told her, had this been brought up we obviously would have done preventative work by putting film on the windows as a precaution or picked the product with a full warranty. The rep was at our home multiple times and never advised this potential.

  Business response

  10/12/2022

  We have been working directly with Eric to achieve resolution.

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