Complaints

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home from ******** in March 2022, the sod was not installed until June 30, 2022. Double Image is the sub who installed the sod. Mostly high school kids installing that didn't know much. There are big gaps, edges laid on top of each other, random chunks of sod thrown on top of bare spots. The biggest issue is that 3/4 of the front yard was already brittle and going brown the day they installed it. Double Image recommended watering 2 maybe 3x per day for 20 minutes. We immediately installed a watering system and watered 3x per day EVERY DAY for 20 minutes. All the areas in the front yard that were brown when installed have died since (writing this in September 2, 2022).We reached out to ******** to let them know the sod was installed poorly and the sod itself was very dry/brittle and brown the day they laid it. We asked them to come out to see the issues and they wouldn't come or give us the name of the sod company. We found the name and called Double Image in mid August to look at the lawn. The next week they came out (without letting us know) and said that it was dead because we must have not watered it enough and it was in the direct sunlight. We let them know we watered it 3x a day every day since it was installed and the side yard was in the EXACT same direct sunlight and was living and growing perfectly. We told her that was not the cause, it was the condition of the sod when they laid it that day. We again requested for someone to help with this situation. We have not been contacted by ******** or Double Image since. We are left with a front yard full of dead grass, a real eyesore in our new neighborhood, and faced with having to completely remove and replace the dead sod at our expense. We are extremely disappointed at the quality of the sod and installation but mostly that Double Image will NOT accept responsibility for the dead sod that we are left with. I would NOT RECOMMEND Double Image at all and would like the dead sod to be replaced.

  Business response

  09/16/2022

  In response to the complaint, we understand that it’s frustrating waiting on sod. However, we follow the lead of the builder and install sod in the order they ask. Closing on a home in the spring likely means you’ll have to wait for the homes that closed in the winter to get sod first. Our crew is very capable and is following the lead of supervisors that have been installing sod for nearly 15 years. In regards to the placement of the sod, it is laid in strips which require pieces to be cut to fit areas that the large roll cannot accommodate. In other words; seams, edges, and pieces are very normal. In the picture you provided on the day the sod was installed, it looks just as we want it to. In response to the watering; we make a suggestion for watering, there is no hard and fast rule. Depending on the weather and shade you may need to water more or less. In this case, the sod required more water. The issue was not with the quality of the sod or how it was installed as this would be apparent in the entire yard, not just a portion.

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