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| - Looking to have turf installed in my backyard, I chose Artificial Grass Masters, although their Yelp reviews seemed quite mixed, some being very positive and others being very negative. I personally found out exactly why customers would give this company negative reviews. Richard Hatcher was my project manager and did a great job. He is a very likable, approachable guy and conducted himself very professionally. At the time of the turf installation, he recommended that we have sun screens installed on our windows due to the fact that glare from the windows could melt the turf. The install team placed reflective white fabric on the glare-exposed areas of turf until another team was able to return to install the sun screens. After installing the sun screens, we removed the white fabric. Within days, we noted what appeared to be a large shadow cutting a swath across our new turf. Richard came out to assess the turf and informed us that the turf had burned, and that's what was creating the appearance of the shadow. He informed us that the burn occurred due to glare from our neighbor's window. To prevent any further glare damage, we contacted our neighbors who agreed to allow us to pay to have a sun screen placed on their master bedroom window to prevent any further glare damage. I shared with Richard my frustration, that in spite of us doing everything we were told to do to protect our new $5100 investment, it still burned. Richard informed me he would speak with the owner of the company and get back to me. 2 weeks later (on 9/21/17), I texted Richard because he had not responded back to me. 4 days later (9/25/17), still having not heard back from Richard, I texted him again asking if he had spoken to the company owner. When I did finally receive a call back from Richard, he told me that the owner asserted that it was not their fault that my turf had burned on account of the glare from my neighbor's window, and that they were under no obligation to help me out. He did, however, mention that if they had any other customers installing the same turf as ours, that he would try and bring a remnant to my house and see if it would match. He said that they would use that remnant to replace the burned area of turf in exchange for a positive Yelp review. I gladly agreed to that. A week later, Richard had someone come over to see if a remnant that they had would match my turf. Unfortunately, it didn't match. After that, Richard fell silent. Having not received any word from him since 10/2/17, I texted him on 1/8/18 asking if he was still looking to find a matching remnant for my turf. By Friday, 1/12/18, I had not received a response from him, so I contacted the main office of Artificial Grass Masters. I spoke to the owner, Josh. I reiterated the whole situation, informing him that I had every intention of leaving a positive review if they had found and installed a matching remnant. He told me that the turf they used on my project had been changed by the manufacturer, and that it was very unlikely that they would end up having a remnant. He went on to say that they were not responsible for the damage caused by the glare from my neighbor's window. I said to him, "Josh, just hear me out as a customer. I spent $5100 on this turf. Richard told me to install sun screens to protect the turf, so I spent an additional $700. In spite of that, the turf burned and now looks bad. I did everything I was told to do to protect this turf, and yet still, it burned. As a customer, if I do everything I'm told to do for a product that I buy to protect it, but the product still fails, then in my opinion, that is something that should remedied by the company that sells the product. I really want to leave you a positive review, but at this point, after the poor communication from Richard and your assertion that you don't feel that this is your responsibility, my only option remaining is to leave a negative review to inform other potential consumers of my experience." At that, Josh became irate. Raising his voice, he said he was offended that I would even consider leaving a negative review due to something that was completely out of his control. He said it was completely my fault that I didn't check to see if the glare from my neighbor's window might melt my turf, and that he & his team aren't the "glare police" -- that they can't hang around all day to assess all possible sources of glare that may come from any surrounding neighbors' windows. He said, "If you told any turf company that you were upset due to glare damage from your neighbor's window, they would laugh their ass off at you." He continued to berate me for daring to threaten leaving a bad review. He became so out of control in his vocal tone, I had to hold my phone away from ear and ask him to take a deep breath and settle down. Josh has a lot to learn about how to deal with disappointed customers.
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