I recognize that my negative review here will stand out from the glowing recommendations (upon which I decided to hire this company). Hopefully, that's simply a matter of the fact that my experience is unusual – and Instant Lawns has treated and will treat other customers better. In any case, Instant Lawns made a number of basic administrative errors that I feel significantly diminished the overall quality of the job. First off, we had trouble communicating. I distinctly remember talking to the company's representative about when to start. We agreed we'd have the lawn installed after another home renovation project was done – and that I'd call to schedule the install. Then about a week later, the company called me to say the crew would come by in just a few days. I called back to straighten that out. Still, it was like no one at the company had remembered that earlier conversation about scheduling. That was the first issue. Next, we had trouble on what was supposed to be the install day. The team was scheduled to arrive at 12 p.m. By 4 p.m., seeing how as no one had come yet, I called for an update. I was told that the crew's truck had broken down and everything was behind schedule. That happens. But I shouldn't have had to call to find out. I expect companies to be proactive and contact customers to warn of delays. In any case, the rep on the phone suggested that the team would still be able to get the job done that day. We eventually decided that the crew would drop the sod off on my driveway and come back the next day to install it. Glad we made that decision, because the next day, the job took about four hours. Had they started the previous evening as the rep had initially suggested, they would have been working well into the night and well past the point of my neighbours' patience for construction noise. I'm surprised the company didn't consider that. Finally, we never did receive the follow-up fertilizer application that came with the package we bought. I called a number of times about it, but here we are, late-September and still no fertilizer. I applied some myself, no big deal. Add all those things up, though, and I'm one dissatisfied customer. I should point out: the lawn installed took just fine and is growing well, so I certainly can't fault the company there. As well, the staff members were courteous and friendly. I get the feeling they really were trying. But the end result simply wasn’t good enough. And finally, I understand Instant Lawns was in the midst of an ownership transition at around the time of my job. Such significant disruptions can throw businesses off their stride. Maybe that's what happened here. If so, I trust the company is working toward finding its balance again. I hope that means mine will be the only negative review on this message board for some time. Nonetheless, I have to be honest: I feel Instant Lawns did a poor job for me.
- Company Response
Hi Stefan, thank you for your honest feedback, and we are truly sorry for not having given you the service that we expect from ourselves for every customer! You are right that things do happen, and that there are things that can disrupt the flow of things, but this is not an excuse for us to neglect a customer that entrusted us with the install of their lawn. Follow up care is just as important to us as earning your business in the first place! Someone from the office will be contacting you soon to see if there is anything that we can do for you to remedy any concerns you may have. Also as you mentioned, we do offer a free fertilization 4-5 weeks after the installation, unfortunately with the ownership change we had to renegotiate the agreement with the fertilization company, so as a token of our apologies and also to keep our promise, we will transfer our free fertilization to the spring for you. Also we have made a note about the noise concern you had for neighbours and also the proactive follow up for delays. We will be adding this to our company evaluation of policies for the next season, and making some changes based on your feedback! If ever you need anything in the future, please don't hesitate to call so that we can go the extra mile to make you happy and prove our dedication to our incredible customers!