ComplaintsforNyLawn

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had hired Nylawn Synthetic Turf also known as REC and ROLL to install synthetic turf grass to our backyard, side yard, front yard and curb side ( the side of the sidewalk nearest to the curb). The work was completed on 12/02/2022. On 02/2023, we had noticed mud like growing into the synthetic turf as well as weeds growing into and out of the synthetic turf. This was only on one side of the back yard. I had reached out to *********************** (Business Manager) via phone and email (with pictures attached) and was instructed that this are what they call worm casts and it can be treated with pesticide, the grass growing can be treated with weed killer. She also mentioned, that there are only 3 other customers that have the same concerns as me. I was instructed that any pesticide and weed killer products can be purchased at *********** This interventions were unsuccessful. As the months passed by, our concerns were increasing as the areas were the worm casts are were expanding and dreadful to look at, We were seeing bald like areas. Please see pictures attached.We were unable to enjoy our backyard. Our dog was unable to roam around for concerns that he might get sick because of the pesticides and worm casts growing. On the first week of January 2024, I had reached out to ****** once again and voiced out my concerns. She mentioned she will send someone out to address the issue. On the second week of January 2024, ***************** (President of Nylawn) came in and inspected the area. We were informed that he will send some of his staff for treatment of the areas. On January 18,2024 I received a call from *** who presented himself as Nylawn operations manager. We had set a date on treatment of the turf. On January 26,2024 Rod came and inspected the area. He was very apologetic and sincere when he mentioned that this should had not happened. He was sympathetic and stated that if he had paid that much money for the installment of the turf, he would not be happy with how the outcome of the turf was . He had sprayed a pesticide that he mentioned was bought over the counter at *********** He said to at least give it a week. He mentioned that if it doesnt work out, he had plan B . A product called ***** from BEI will be used. Before he left, he asked me to keep him inform if progress can be seen or noted. A week after the treatment, it was without success. A phone call was made to Rod for his awareness. He mentioned he will go to Plan B February 09, 2024- Text message received from *** stating that he just spoke to BEI and shipment is expected within 4-6 weeks. April 01, 2024- Phone call and text message follow up to Rod on the status of the ***** product. No phone call or text message received. April 08, 2024- Called their main office for follow up and spoke to ***********************. She mentioned that if I didnt receive a phone call or text message from *** then there is no update. She was very rude in her tone of voice. She told me to call BEI myself as *** already went above and beyond what he was suppose to do. This had been a very stressful and difficult time for our family as we just want the concerns to be address and resolve. We have friends and neighbors that have turf installed without any issues or concerns with worm casts or weeds growing into their turf. As what I had mentioned the worm casts and grass growing into are only on certain areas. Sincerely,********************************* ************

  Business response

  06/11/2024

  The Muratsuka project was completed 12/2/2022. We emailed ***************************** our installation warranty, turf warranty & turf maintenance upon the completed installation (12/2/2022). Please see attached copy of email.
  
  ******* reached out via email 2/28/2023 with concerns and pictures of mud like things coming thru the turf.  I emailed back upon my return to the office on 3/1/2023 that it looked like worm casts and that she would need to apply pesticide specifically for worms to rid. I sent a link with more info on worm casts and solutions. This worm issue is not covered under our warranty of work. Please see the attached copy of our installation warranty.
  
  ******* reached out again to our office while I was on vacation, December 2023 and spoke with our admin assistant, ****************** to report an issue with worm cast and weeds. She also sent photos. 
  
  Our ********** ****************** inspected the issue and spoke with ******** husband on 12/14/2023. He notified ********************** that the weeds they have currently are from airborne seeds and not coming up from below. That it is why it is only in certain areas and not coming up through the entire turf layout. It needs to be routinely maintained as stated in the maintenance info we gave upon completion. Please see the attached. 
  **** also spoke about the worms being a pre-existing issue and the need to maintain with a spray, that it may take more than one application and that he has only come across this issue 2-3 times in the 20 years of installing turf. 
  
  Our operations manager, **************************** came out twice to spray as goodwill and good customer service when ******* continued to call us for service. But it is not our scope of work to routinely maintain the turf for the customer. ****** also went above and beyond to help by researching on his off time other sprays that might help with the worm issue. None of the local companies carried the chemical and did not know when it would be back in stock. He let ******* know he will reach out when he got the info. 
  
  On 4/1/2024, ******* called the office again and was notified that BEI still does not know when the product will be available and that *** would reach out when BEI notifies him.
  
  On 4/28/2024, ******* called the office again and was informed again that BEI has not reached out with availability. She was upset that we had not reached out sooner, I apologized for the lapse but that *** will only reach out to her when we hear back from BEI. I reminded her that this is not our scope of work and that *** was trying his best to go above and beyond to help. I recommended that she reach out to BEI directly as we do not and will not be carrying this product. She was upset with this response and hung up on me.
  
  We pride ourselves on being one of Hawaiis Best winners and its longest running synthetic turf supplier/installer in the State. We strive to always provide great customer service. This is our first complaint to the **** and am disappointed it came to this. As we have mentioned, we will continue to reach out to BEI about the worm chemical and notify the Muratsuka when it is available. BEI can only bring into the State.
  

  
  

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