ComplaintsforForeverLawn of Ohio, Inc.

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September, 2021 ForeverLawn of Ohio, installed k9 turf at my business **** * ******** ** ********** ***** I was promised by their salesman Darin H*** that my 6 ft fence would be attached to the bottom of the turf after installation-my fence was less than a year old at the time and the ForeverLawn installation crew took it down to install the turf. I was reassured several times my fence would be put back up correctly. Not long after the turf installation we began having issues with our fence. It was not put back up correctly and it was not attached at the bottom to the turf. My fence guy, ***** ******* *** had to fix it in one area and ForeverLawn did pay Mr. ***** directly fir the repair. However over the past year, our fence is being pushed out by the turf along the bottom and when we informed ForeverLawn we were told to “just use ground stakes”. The ground stakes ruin the integrity of the fence and stretch it out. The gaps are becoming big enough that small dogs can push underneath. This is a grave concern as my business is a dog daycare and kennel! When I left a negative google review, ForeverLawn owner Conrad T***** reached out and wanted to speak directly with the fencing company. I put them in contact and Mr. ***** explained what is happening to the fence due to the turf installation and how it wasn’t attached at the bottom as promised. Mr. ***** just completed more repairs which cost me $1600. Mr. T***** became quite belligerent with Mr. ***** stating it was a fence problem. We NEVER had any problems with our fence until AFTER ForeverLawn installed the turf and didn’t do what they promised. Now Conrad T***** is ignoring my emails, texts and voicemails in regards to reimbursement for the fence repairs. This is NOT the way to do good business.

  

  Business response

  09/26/2022

  Business Response:
  This promise made by Darin is something we have never done or promised to any client ever.  It is not possible and we would not even know how to do this.  We were never informed by Darin that he made this promise. He never wrote it in the job notes or communicated this in any way.  Had we known this ahead of time we would have promptly call Danielle to clarify this is not an option. ** * **** **** ***** ** ** ****** **** *** ******* *** **** **** ** ******** ********* 
  
  Business Response:
  Our team of installers did remove a section of fence to access the area and when they reinstalled it they did it incorrectly.  When Danielle informed me of this a few days after the installation I stopped out at the site and quickly agreed our guys had made a mistake and we were more than happy to pay for the repairs. and it was not attached at the bottom to the turf. Again not something we offer or can even do. 
  
  Business Response:
  This was the first repair and we happily paid him promptly as it was our mistake.  
  
  Business Response:
  For context to this she mentioned this to our guys when they were installing the turf.  Our guys were simply trying to help since we don't fasten the fence to the turf ever.  Also she did not inform them or myself that this is what she had been promised.  I did not know or understand this until I read this complaint just today that Darin had promised her this. 
  
  Business Response:
  Totally understand that thus is a concern and feel bad for her grief and stress over this. I did reach out immediately.  For the last year she has been having ongoing issues and never once called to inform us or ask for help in any way.  Had we know our previous salesman had promised this, had we known she was having ongoing issues we would have paid to have bottom rails installed immediately.  We believe integrity is doing the right thing all the time.  Our salesman made a promise we could not honor so lets do the right thing and pay for a bottom rail to be installed and this will solve the problem. 
  *** ****** ** ***** ******** **** *** ******* ******** * *** **** ** ******* *** *** ***** ********* **** ** ********* ** *** ***** *** ** *** **** ************ *** *** ** ****** ******** ** *** ****** ** ********* *** ***** **** ********* **** ******* ***** **** ** ****** 
  Business Response:
  We are happy to pay for this. 
  

  Business Response:
  This is quite surprising and puzzling.  The term belligerent mean hostile and aggressive.  I find this almost comical as my conversation with Mr ***** was very pleasant.  I did ask him why he had not installed a bottom rail on this fence when he originally installed the fence. He informed me in 21 years of installing fence he never installs bottom ralis.  It has been our experience that chain link fences always have bottom rails to make sure this issue never happens. I plan to ask exactly how I was hostile and aggressive as I would like to know .  
  
  We NEVER had any problems with our fence until AFTER ForeverLawn installed the turf and didn’t do what they promised. 
  Business Response:
  Agreed, the issue is a fence issue.  The turf exposed the issue and our previous salesman promised something that is not possible to deliver. 
  
  Business Response:
  I missed her call when I was in a meeting and promptly texted her back asking when a good time to talk is.  She never responded and then text the next day saying why I was ignoring her calls.  I again responded with what is a good time to chat and mentioned maybe she missed my last text.  I also left her 2 voicemails and called her business number and that goes straight to vm. I have text messages with times and dates as well as emails response for documentation if needed.  I also mention that for a year she did not contact us.  After I saw her bad review I could have let it go but I immediately reached out to apologize and see what we could do to help the situation. We are not perfect but we care and we try.   
  
  
  Kind Regards,
  
  Conrad T*****
  ForeverLawn of Ohio
  

  Customer response

  09/26/2022

  I did finally speak with Mr. T***** on Monday Sept 26. I felt it was necessary to file this complaint because I had received NO RESPONSE to my email, text nor voicemail until the BBB complaint. I don’t want to hear excuses and blaming of former employees. I just want my fence fixed. Mr. T***** did promise to reimburse me for the most recent fence repairs. As for his requests to remove my Google reviews or those my staff left-we will decide after his check clears. 
  Regards,
  
  ******** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩