ComplaintsforWheat's Lawn & Custom Landscaping, Inc

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business contracted to resod the backyard and installed brown sod with gaps and other substandard materials and installation techniques. The company was immediately informed of the problem and stalled for over 4 months before informing property owner that they would not stand behind the work or replace the sod.

  Business response

  09/22/2023

  Dear BBB,
  
  We are writing in response to the BBB complaint filed by ***************************** regarding the condition of their lawn. We take all customer concerns seriously and appreciate the opportunity to address this matter.
  
  Grass Condition: Contrary to the complaint, the grass on the client's property is not dead; it is in good condition. We conducted an on-site meeting on September 15, 2023 with the client to assess the state of their lawn, and attached to this response are pictures from that meeting, clearly showing the healthy condition of the turf. We take great pride in our work and always strive to ensure the satisfaction of our customers.
  
  Refund: Given that the attached pictures demonstrate the healthy condition of the turf, we do not believe that a refund is warranted in this case. Our commitment to customer satisfaction includes delivering the services we promise, and we have done so in this instance.
  
  Client Communication: We want to clarify that we have not ignored the client's concerns.  Although our contract language explicitly states we do not warranty or replace sod, we did, in fact, promptly address their initial complaints by returning to the property on June 27, 2023 to replace the sod after the May 18, 2023 installation. We take all customer feedback seriously and aim to resolve any issues to the best of our abilities.
  
  Weed Control: At the onsite meeting on September 15, 2023, the client mentioned concerns about weeds in their turf. It's important to note that Montgomery County, where the client's residence is located, has specific regulations that prohibit the use of weed control and pesticides. As a responsible and law-abiding company, we are unable to apply weed control in this area due to these legal restrictions.
  
  We remain committed to the satisfaction of our customers and are willing to work with the client to address any concerns that fall within our legal and ethical obligations.
  
  We kindly request that this response be added to the BBB complaint file for reference, and we hope for a fair resolution to this matter.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩