Tough Turf, Fields & Lawns, Inc.

"-Charged for installation only, not excess turf. Didn?t offer turf from left overs to repair. We offered same dialot/batch turf after confirming the supplier had it; trying to avoid color difference. -Pins are only recommended within turf strips or small areas where nailer boards can?t go. Nailer boards are the best way to go when securing turf. Nails alone will eventually start to lift & is a hazard with pets & children. We?ve repaired projects when other installers used nails alone & their turf ends up in the canal. We install Nailer boards, secured down w/ 12" rebar around the perimeter & use stainless steel staples at every inch or so; then add infill which acts as weight over the turf as well. Glue was supplied by the turf supplier. Mapei turf glue is not cheap! Clearly there weren?t any issues with seams or turf lifting. This all goes UNDER the turf. The issue was that the turf was matting (the top of the turf..the actual grass fibers that are ON TOP) Nails and glue had nothing to do with this. -The turf supplier received a negative review from you in February. Glad that they were able to replace the entire turf as you wished, & that they confirmed it was a turf defect. As an international company who can afford this, I?m glad they were able to assist. We?re a small local business who stands behind our work and will try what we can to help a situation but we cannot cover negligence from others. Installation warranty was provided which states that it does NOT include the following: -Willful or negligent abuses, or damage by machinery or equipment. -Failure to properly maintain and protect turf. The manufacture warranty also states they don?t cover cost involved w/ repairs or matting. -Told project manager (builder) that we needed to install the turf last. Builder notified us when they were ready so project was then scheduled. During turf installation, there were other projects still going on around turf. Hard to tell what type of traffic the turf was exposed to after we were done. The matted area was approx 9x19 and other smaller areas as well. -Warranty request received 7/27. Responded 7/28 to please notify us when the projects around the turf would be complete so we can return. Email received from Christy on 8/14 if we could return end of next week. Responded that it?d be scheduled as ?tentative? as we were behind due to weather. 8/31 notified Christy that we couldn?t make it out. 9/29 the crew returned for the 2nd time. We notified builder to contact turf supplier to submit claim & to call us when ready to have it replaced but that it?d be invoiced as it was not covered in our warranty. Within the next few days we received a call from builder to have an estimate sent for repair. Estimate of $2300 was sent on 10/12. They confirmed it was received & that they needed to get approval. 11/14 we receive an email from Christy expressing her frustration & confirming the supplier stated it was a turf defect. Your frustration now is that we were charging to replace it after our ?website says satisfaction guaranteed?. Sometimes there are quality issues with supplies that is completely out of our control. But we were always cordial and responsive trying to assist and explain what could cause the turf matting. All other install was fine..no seam issues, no turf lifting, install quality was perfectly fine. This was a turf defect or too much traffic from other projects/materials going on during your build. -We were always responsive with the builder. Perhaps there were couple days when out of office or vacation but were always following up w/ the builder. We even followed up after not hearing back, which is when we were notified that other installers were already hired. -Turf defect, traffic from other projects..It?s really hard to say what caused matting of the turf. Definitely was not the lack of nails or type of glue used. We?re very sorry for this situation."