Complaints

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had Forever Lawn install artificial turf on my deck last year. The turf has footprints inbedded which cannot be cleaned or removed (photos attached). I have contacted Forever Lawn several times about repairing or replacing the turf, and they agreed to replace it. However, they have not followed through with their promise to replace the turf, and it has been eight months now. It's almost winter, and the turf cannot be replaced during the winter season. I would like Forever Lawn to replace the turf as they initially promised and would like to avoid taking this matter to civil court.

  Business response

  12/19/2022

  To Whom it May Concern:

  Regarding the concern ID of ******** submitted on 10/16/22.
  

  ForeverLawn has done the following actions to correct the complaint and issues the customer has stated:
  Upon initial installation of the ForeverLawn product; the customer completed a sign off sheet with the lead installer after a walkthrough of the project with no concerns.
  When the concerns stated in the complaint were brought to ForeverLawn's attention, we asked an independent Installation Support Team Member from our Home Office to evaluate the installation.  The installation was deemed as approved to ensure it was not of poor quality; while the installation 
  Support Team Member was there, he and another ForeverLawn team member groomed and cleaned the turf product. The grooming tool was left for the customer, free of charge to use whenever he would like. 
  
  The customer was also explained to that the product is nylon, and does react to water differently than other turf products — the product is installed on the pool deck of their house. It can show wear patterns of foot traffic and furniture being set on it for long periods of time due to the nature of the product; all turf products show wear patterns over time. 
  
  When the Installation Support Team Member and our team member left the installation site; they were both under the impression that the problem had been resolved and the customer was happy. 
  
  Winter occurred; and come Spring the customer contacted us with the same concerns. We asked them if they had used the grooming tool, how much foot traffic had occurred, and usage rates the area was getting. Once it was clear the customer would not be happy with the same procedures as before; ForeverLawn took the next step and submitted a warranty claim through our Home Office and Manufacturer.
  
  ForeverLawn submitted the photos the customer sent us, our firsthand account of the product, the firsthand account of what the customer was seeing, and what procedures we had done during our initial visit.  In time, the claim was denied from our Manufacturer as they felt the product was showing normal wear from the surrounding conditions. After contacting the customer with the warranty claim response, ForeverLawn committed to removing the existing turf and replacing it with a turf of the customer's choice. 
  

  The customer was given options to choose from and requested a product similar to what they have at a Florida home they own; when questioned on what turf was installed there we were informed it was not one of our products- but a different manufacturer/company. ForeverLawn then requested the customer supply the product name so that it could be as closely matched, product wise, to what we could supply.  After time passed the customer did not supply the product; and called to see where their order was - when referenced as to what product they were attaining to be ordered, they said it was too much work to find that and asked us just to order something. 
  

  Upon that conversation, ForeverLawn ordered a product for the customer that is considered an industry standard. Our industry has been met with delays of raw materials, shipping shortages, and labor crisis this past year. Once ForeverLawn had placed the order — it was not in our hands timing wise. The wait time was longer than usual due to the above mentioned issues in the industry. Once the turf had arrived; the customer was placed on our installation calendar to be redone. They are currently in line to be installed the week of 12/12/22 as we work to finish the year with installations.

  
  Thank you,
  ***** *****
  General Manager of ForeverLawn NEO
  

  
  

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