ComplaintsforTurfscapes of Colorado DBA Synlawn

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hope this email finds you well. I am writing to express my deep dissatisfaction and frustration with the lack of response and resolution regarding a warrant claim that I have been pursuing since May. Despite my repeated attempts to seek assistance, I have not received any satisfactory resolution or even acknowledgment of my concerns.To provide some context, I purchased a product from SynLawn Colorado in May of 2022, a year after installation, I noticed significant issues with its performance and quality. It became evident that the product did not meet the specifications and expectations outlined in the warranty agreement. As well as a confusing amount of wasted/uninstalled turf (nearly 200 sq/ft). Consequently, I reached out on or around May 5th, 2023.Since submitting my initial claim, I have been met with a lot of promises from your company. Despite numerous emails, phone calls, and voicemails, I have not received any response or update regarding the status of my claim. This lack of communication is deeply concerning and reflects poorly on SynLawn Colorado's commitment to customer satisfaction.I would like to stress the urgency of this matter. I have been waiting patiently for over two months for a resolution, and the lack of progress is completely unacceptable. As a valued customer, I expected prompt attention to my concerns and a swift resolution to rectify the warranty issue. This situation has caused significant inconvenience and distress, and it is impeding my ability to comply with my HOA regulations.Therefore, I kindly request your immediate attention to this matter. I expect a comprehensive response within the next five business days, outlining the steps that will be taken to address my warranty claim and provide an appropriate resolution. If necessary, I am prepared to explore all available options to ensure that my rights as a consumer are upheld.

  Business response

  08/13/2023

  Hi *****,

  I appreciate you escalating the issues you experienced, and I apologize that this was not resolved sooner. I appreciate that you were willing to have a conversation with me and that we jointly determined a path to resolve your concerns. 

  Unfortunately, when your sales rep left our company your project was not properly documented, and a lot of the time delay was from our team trying to find out what the design layout and commitment was from the sales rep. ** we discussed on the phone, the random rectangular seam at the end of your yard was very confusing for our team because this was not a common result of our standard installation process. This rectangular area appeared to be cut in preparation for other landscaping or a patio to be installed, and that the rectangle patch was added after the fact. 

  We take full ownership of the poor communication, both internally and with you, and we have set up new requirements in our CRM to make sure this does not happen to other customers in the future. 

  Thankfully, we had a different crew remove the old turf and install a brand new roll of turf according to your desired layout. We also refunded the additional square footage of turf material and labor, but unfortunately our system did not store your care/account info, and resulted in further delays to refunding your money.

  Thank you for working with our team to get the new account info so that we could process your refund. 

  Customer response

  08/14/2023

   
  Complaint: 20298440
  
  I am rejecting this response because: you have NOT provided a refund. 
  
  Sincerely,
  
  *****************************************

  Business response

  08/31/2023

  Hi *****,

  I tried to call you on 8/23/23 and left a voicemail because ***** said that when you spoke with her earlier in August that you were going to dispute the charge directly with your bank because our system doesn't store credit card info for that long. I left a voicemail and sent a text message offering to write a check for the remaining amount, and I called this week, the week of 8/28 and sent a text message on 8/31 in hope that we could get this resolved. 

  Please reply to my call or text message at your earliest convenience. 

  Thanks!

  Customer response

  09/05/2023

   
  Complaint: 20298440
  
  I am conditionally accepting this response, pending the actual refund.  I will call the company back this week to schedule the logistics of the refund. 
  
  Sincerely,
  
  *****************************************

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