Creative Grass Landscaping

For large home improvement purchases I always wait to review the supplier, so that I have a complete picture of how I feel about the purchase and the vendor. In this case this policy seems to have been the smart way to go.
The product that Creative Grass installed in my backyard met all of our expectations. The grass is rich and full in colour and very natural in appearance. Selecting the premium line was the best choice. However from the time that Kevin the general manager, sold us on details of how the grass was to be installed to the completion of the install our satisfaction only went downhill. After the install and we were able to get a good look at it, there was clearly a major gap in communication between sales and the project manager. The 3 major items that we expected in the install were:
1) The grass up to the base of the hot tub, which was done, however the gravel base was insufficient and the grass dropped below the base of the tub causing a ridge. Furthermore the angle of the grass from the hot tub leaves the deck stairs at a significant angle.
2) We installed the garden retaining wall prior to the grass with weed cloth extending out under the wall to create a continuous barrier with the grass to prevent weeds. The wall cloth was cut up, bunched up and not used under the grass and therefore we now get weeds where the wall meets the grass.
3) The grass was installed under the garden shed properly however the grass under the deck was to extend under the main beam hiding the gravel under the deck. The grass was cut short to the edge of the stones leaving the unattractive base under the deck.
All 3 of these issues that were discussed at the time of the sale and were not shared with the install department. We had both departments back to the site to see our issues and an agreement was made to provide us with a reduced cost in fill the following year (2024). Having sent an email to Kevin on May 12th and May 16th suggesting a June or July appointment, I received a return email asking if August would be ok, and we agreed. We sent several emails asking for a date in August, we finally received notice for the week of Aug 26th, we accepted this. We sent another email on August 27th pointing out that we were at mid-week and I had not been given a day for the agreed in fill. The reply I received from Kevin was "I am away until September 23rd. Let me check with the PM and see what the plans are. Ill get back to you shortly". To date him or anyone has failed to reply. This review was written on September 2, 2024, 1 year after the original install and all communication from Creative grass has ceased. Apparently we are not getting the agreed in fill that was a condition of accepting the deficiencies in the install. Possibly I should have held back 10% of the outstanding bill to force Creative grass to honour their agreement.
The moral of this review is artificial grass is a good product, dealing with Creative Grass is not a good investment. Creative Grass handling of this situation is what gives home improvement contractors a bad name.

Kevin