Complaints

• Initial Complaint

  20/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Vancity Elite to complete a turf yard at our doggy daycare. The first installation cost us $6800 the company let us know they could just lay the turf on the existing cedar shavings. We had down on the yard upon him coming to do the job. He made multiple excuses about having a hockey game and his staff being too hung over to work so the original date of installation had to be moved he did the job very quickly and laid the turf down, very sloppy after a month or so we started to get extremely bad pooling water on all the turf areas that became a hazard and unsanitary for us to use it ruined the brand new truck that we bought and made it smell absolutely terribly we had to get them to come back to do the yard again where they assured us it would fix the problem. They said they would need to run drainage. And that they would get it rectified. They charged me an additional $9000 to complete this job.When it came time to do the job, he refused, and said that it was a hazard, and his workers would not do it, and tried to move again. He made us dig up all the old cedar before his workers would even come in, even though the hazardous conditions were created by the lack of care for the first job, Ive now paid over $13,000 for a yard that still has the same problem from the first initial install pulling water, no drainage and the turf has sold me is unuseable the jobs that hes quoted based on what Ive received do not match up Ive called him in because Im supposed to have a one-year warranty and hes now quoted me $13,000 to fix it I contacted another company they quoted me $6000 with brand new turf. This is absolutely unacceptable and I expect this yard to be fixed or I will be seeking legal ramifications.

  Business response

  02/11/2022

  This is not true.  We came in the first time to do a turf job thatvwas within their smaller budget.  We said thr wood chips should be remov3d but gave a cost if left in. The customer choee that ootion. After that they asked us to add more drainage as well as remove woodchips as the chips where holding the smell of dog pee from the 100+ dogs that pee on it daily.  Yes my guys did not and chose not to remove the dog pee saturated chips.  It literally burnt the eyes and induced vomiting.  There was no sick days due to hang overs whata so ever.  The area has no ventilation... and used daily for dog pee and crate cleaning. . We reinstalled the drainage and turf well into the nite so they wouldn't miss income. 

  The new estimate was a complete new flooring project. Rubber flooring and new area in back and side..it was not a warranty issue.  She thank me for the estimate.. as well as said to me she needed approval from her committee.  Nothing like the story being told  here.  Theybasled for a new estimate..which i have proof of  .  I clearly stated to them that turf in that area w hifh traffic dog use and dog waste will continue to stink like pee.... the actual issue of why i was there. I stated a rubber floor will drain and not hold in the actual pee. I

   

  Customer response

  03/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  there is a 1 year warranty on the turf you installed - which is all that was done, turf installation. All of the old wood chips and old turf were removed prior to you coming in to complete the job - which was not completed because we are having water back up into our yards. We contacted you on multiple occasions to let you know the water is not draining which was ignored for weeks, upon coming here to rectify the warranty issue, I was advices that the best course of remedy was to sell us more products costing upwards of $13,000. We have turf in multiple places of the daycare that do not have this issue, its only with the turf that was installed by you. Not to mention, We have girls in their early 20s that stand out there all day with the dogs and have not once complained about burning eyes and needing to induce vomiting. We offered to provide PPE for the workers at our own cost because you deemed the area a biohazard,, which was refused upon offering. 
  
  Sincerely,
  
  *********************

  Business response

  14/02/2023

  We did the work.    They paid **.   Were happy enough to call us back to look at the drianage.... but also do more wk around back of their business.  They were having issues with the smell in the area we installed.  So we suggested rubber flooring. Which they said pls give us an estimate.  The price i gave then was for extra turf work, and new rubber flooring that would not hold in the pee smell.  They said that their puppy classes were being affected by the smell so we needed a new solution.  I suggested also installing 8 inch muffin fans to get air moving in the area.  Left with smiles.  Then we checked in a week or 2 later and they said they were running the new plan past their directors and they would get back to me. Again nothing about being upset or unhappy. 

  Customer response

  14/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:  When i reached out we reached out to find out what warranty was included with the job you did. As we were extremely unhappy with the turf and the lack of drainage. you did not do the under rock properly it as completely compressed and is dense. The wrong products were used and you did not do a good job. The seems are coming up the edges arent even done properly. This was a job that you charged top dollar for but did half a** work.  When you came to our location to look over you suggested a whole new set up. not once offering to rectify any issue with our current install. You kept blaming us and the daycare yet we have multiple turfed yards that have none of these issues because they were installed properly.  We were respectful to you and your business even tho we were upset, that does not mean we were smiles or happy. We spoke to the directors and another turf company so we could figure out the best solution for our problem. Upon speaking to a new company we were very clearly informed the job that was done was not correct and over charged. I had reached out for months with no response and you did not respond until i threatened to get a lawyer you were very well aware we were extremely unhappy with this work. I have all communication between us saved and if it is necessary we will move onto the next steps of small claims court. I have found a new company that has quoted 11k for two yards!!!!!  I'm done arguing about this. You have over charged us the work has not stood up, your quality is awful and the wrong turf for the job was used. We were pushed aside countless times and you have taken advantage of a small business and it is beyond unacceptable at this point. 

   

  A resolution needs to be met about how we will rectify this issue soon or we will be seeking legal council. 
  
  Sincerely,
  
  *********************

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