Business ProfileforComplete Synthetic Turf

DO NOT TRUST THIS COMPANY. I had them come out for a quote. I told the rep exactly what I wanted which was a putting green that I could both putt on and chip real golf balls to from two designated hitting areas that were from about 10 and 20 yards away. The rep told me the type of green that I would need and said they place a padding underneath to help the balls hold the green. When I received the quote it was for $7,250.00 and I thought the quote would be for exactly what we discussed. Based on the quote, I decided I was going to get the putting green. However, my neighbor had an Oak Tree that would be dropping debris and if a limb fell could possibly damage my new green. I asked him if he would trim the Oak Tree before I installed the new putting green. He agreed he would at a cost of $1,400.00. After the tree was trimmed and before I signed the contract and sent my deposit, I asked one last question, "you are sure that hitting real golf balls from the hitting areas I showed will hold on that green?" To my surprise I was told no and that it was a misunderstanding and that if I wanted the balls to hold the green it would put me in the $8500 range. I did not see how it could be a "misunderstanding" as I was very specific on what I wanted, what I was using the putting green for, and where the hitting areas were going to be. If the rep was honest why would you quote a putting green that was only good for putting and in the same quote have the two hitting areas I requested that would be useless since the balls would not hold the green if hit from those locations. It would not be a misunderstanding but maybe INCOMPETENCE. The other possibility is since he knew I had other companies that had quoted the job he was trying to come in at a lower price in order to get the job. When I asked the rep why he quoted what he did I was told, "I don't think we are a good fit for this job." I called and spoke to the business manager about the situation. I was told the owner and rep that gave me the quote was present during the call. I tried to get them to honor the quote for what it should have been and that I asked for for the $7,250.00 price that they quoted. I explained that I had decided to get the green based on the quote provided and that my neighbor had already spent $1,400.00 to trim his Oak Tree also based on the quote. I was told no. I then asked what would have happened if I wouldn't have asked that last question and had signed the quote and sent in the deposit and that putting green which is not what I asked for would have been installed. He told me that I did catch it and he would not talk hypothetical. From how this business reacted it would have resulted in one of the following, 1. I caught it before the install but after the deposit and unless I paid the additional money would have to forfeit the deposit and walk away, 2. I didn't catch it before the install and would have a green that was only good for putting and would have two useless hitting areas, 3. I didn't catch it until after the install and would then have to pay even more to take out the wrong green and fix it with the correct green and padding. This seemed to me like a DECEPTIVE SALES TACTIC to try and get you to sign and give a deposit so they could come back and charge a higher price for what you actually wanted in the first place. I should have known to watch out when the rep told me they would place a nice brick border around the two hitting areas but when I didn't see that in the quote either he said that they would do it but I would need to supply the brick. Another DECEPTION by this business. Do not trust what they tell you or quote you. I can't say what kind of actual work they do because it didn't get that far because of their DECEPTIVE BUSINESS PRACTICE. You better be absolutely sure what you asked for is what is in your quote and that everything you asked for is in writing. Otherwise you will end up with something you really didn't want or end paying a lot more than what was quoted to get what you actually wanted.

We are sorry and apologize that the customer was disappointed with their experience or was inconvenienced in any way. Complete Synthetic Turf(CST) has always considered Customer Satisfaction a top priority. To ensure satisfaction, every customer is given a written proposal to review before signing an agreement or giving a deposit. The proposal details the scope of the work to be performed and the features related to the work.The written proposal is intended to head off any misunderstanding or missed communications before a customer commits to having the work done. In this case the customer identified the discrepancies between the work proposed and their understanding of the work to be performed. The customer requested the scope of the work be expanded in the proposal and the price remain the same. The company representative apologized and told the customer he could not expand the work description without adjusting the pricing. When the customer called the CST office and explained the situation, the business manager apologized for the situation and asked for some time to investigate, promising to call the customer back promptly. The business manager called the customer back after investigating, apologized once again for any inconvenience and explained to the customer that the company would not expand the scope of the work detailed in the proposal while maintaining the lower pricing. In this case, the written proposal fulfilled its purpose by revealing the misunderstanding between the work identified in the proposal and the customer's expectation. We regret that the customer's desire to expand the work detail at the lower price was not possible. Again, we apologize for any inconvenience that was the result of this misunderstanding and will continue to strive for Complete Customer Satisfaction.