Turfing issues with client

I had an email last night from some clients telling me that they were incredibly unhappy with our turfing project which was carried out around the second week of June. We always prepare the ground well, add topsoil and make sure we water in well when we leave. We have been going for 7 years and haven't had any complaints over turf until now.The client went away only a few days after we laid the turf from the 24th June to around 3/4th July (some of the hottest temperatures on record I believe) and when they came back it had shrunk and died around the outside.From my experience this is exactly what happens when turf isn't watered well and of course they are saying their neighbour had watered everyday. How well I have no idea but I'm guessing not enough.They have now asked me for a full refund, to rectify it or (as he's a lawyer) he's going to sue.Would love to hear your thoughts on where i go from here?!Thanks a lot,Ben

had this before. only thing that makes new turf shrink like that is lack of water! its not rocket science, regardless of him being a solicitor! ive had it where we did a large garden and the clients sprinkler was useless. i went back after two weeks and i thought there was going to be problems, but after one good night of heavy rain it went mad. Had a client call me back after a year, to say he wasnt happy with the lawn. it was knee high in some places where not cut and dead in others where the paddling pool had been on it. got one lawn at the moment where it was laid 6 months ago and has just been infected with red thread. Client thought it was because it hadnt been laid properly!

We have a clause in our t and cs that any living product supplied such as grass or plants will be inspected bu us on delivery and rejected if there is any fault, after its laid or planted it becomes the clients full responsibility, and we email a care sheet to them so they cant say they didn't know what to do!

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Seth Burgess July 10, 2015 at 5:51pm

Have you been and seen the turf? Possibly its still recoverable? I would think that would be the first step.
Tristain July 10, 2015 at 5:59pm

As long as you specified aftercare surely it's there problem off under watering especially if they on a meter some firms years ago use to give a aftercare leaflet to stop blame , can u trust a neighbour to stick by it , I my experience shrinking turfing means lack of water and what time was neighbour watering in full sun or in evening , hope everything gets resolved , fill gaps with new turf before rain and lawn should recover
David Cox July 10, 2015 at 6:18pm

sounds like the neighbour gave it a light sprinkling at best! I've been here before and they backed down when I pointed out that at least 15 mins good soaking every evening was required... after they revealed that "my wife watered it twice a day" for about 2 mins... with a watering can ....
Ben Lannoy July 10, 2015 at 7:06pm

Seth, there are some pretty big gaps in it now although most is probably still recoverable.
Tristain, usually we send an email to show when it's time to give it the first mow and always say to water well once we leave. Weather is very changeable though so often it's common sense.
David, he said on the phone that he watered for 10 mins morn and eve on his return home but can't be sure. Thanks for input guys.
- Tristain > Ben Lannoy July 10, 2015 at 7:19pm
  
  Ten mins for how many meters of turf was a sprinkler
  - Ben Lannoy > Tristain July 11, 2015 at 7:54am
    
    About 100sqm turf Tristain. Not enough water in those temperatures and for that amount of turf.
Thermo July 10, 2015 at 7:55pm

had this before. only thing that makes new turf shrink like that is lack of water! its not rocket science, regardless of him being a solicitor! ive had it where we did a large garden and the clients sprinkler was useless. i went back after two weeks and i thought there was going to be problems, but after one good night of heavy rain it went mad. Had a client call me back after a year, to say he wasnt happy with the lawn. it was knee high in some places where not cut and dead in others where the paddling pool had been on it. got one lawn at the moment where it was laid 6 months ago and has just been infected with red thread. Client thought it was because it hadnt been laid properly!

We have a clause in our t and cs that any living product supplied such as grass or plants will be inspected bu us on delivery and rejected if there is any fault, after its laid or planted it becomes the clients full responsibility, and we email a care sheet to them so they cant say they didn't know what to do!
- Ben Lannoy > Thermo July 11, 2015 at 8:00am
  
  Thanks Thermo, good to hear from others who have been in the same situation. We always verbally tell the client to water well for the first few weeks at least and send an aftercare email. This time I knew they were going away so the verbal instructions were our only option.
Colin Hunt July 10, 2015 at 9:49pm

This will depend on what instructions you gave the customer. I learned the hard way, admittedly only 80odd sq. m,. told the customer to water regularly, they did....................for a couple of days then went on holiday. Cue the hottest week of the year and a brown lawn. They were rather unreasonable, wouldn't pay, I wouldn't re-lay unless paid extra, so walked away and put it down to experience.

15 years later they called me round to price up a driveway because we had been highly recommended. To their great shock, I declined the chance of working for them again!
- Ben Lannoy > Colin Hunt July 11, 2015 at 8:11am
  
  That's priceless anyway Colin! People can be so unreasonable and lose all integrity to save some money. Great that you refused to work for them again as many would have just seen the money and risked it again, but people need to know they can't throw there weight around and expect you to come back.