"Mr. [Member Name Removed]: My name is Tim Ballard and I'm the owner. I'm also the person that you exchanged several text messages with. Firstly, I'd like to offer my apologies for how I spoke to you. As an explanation, I was convinced that you were a scammer. I get scam calls/emails/texts multiple times ever single day. There were several factors in our conversation that led me to believe that you were a scammer. These were: 1) refusal to accept a phone call, but responding to text messages immediately; 2) Referring to the location as a "site" versus your home; 3) An incomplete address in the estimate request and a refusal to verify it via text message, and; 4) An inability to meet at the location for the estimate. You did nothing wrong; the fault here is mine alone. I'm simply letting you know why I thought what I did. I loathe the scammers. They are a relentless waste of my time, energy, and money.(These "leads" are expensive! ) I was rude and my behavior was unacceptable. I would never speak to an actual customer like that. Again, my most sincere apologies."

"Thanks for the kind review. We're super happy that you like the work we did!"

"Thanks for the review. We're glad that we were able to take care of that emergency for you before it did any real harm or damage."

"Thanks for the compliments! We're super happy that you're super happy! Thank you for the business; We sincerely appreciate it."

"Ma'am: My name is Tim Ballard and I'm the owner of the business. I've let you a voicemail and email regarding your concerns. Please feel free to reach me directly on my personal mobile number. This review is the very first mention that you've made of any concerns with our work. Please call me. We stand by our work and aim to deliver a 5-star quality job. As for our scheduling: You signed your contract on 4/6. It states on the front page that the work will be done within 21 days of you signing. Also, right next to your initials, it states " We typically schedule our jobs a few days in advance of the due date and will notify you via email and/or text. Please do not expect a phone call from us before then, although you are welcome to call us anytime to inquire about our schedule". Also, on 4/6, we sent you an email/text stating that we had received your signed contract. That email/text says "*** WHAT TO EXPECT NEXT *** Unless you already have a date from us, you are now in our work queue. We typically do not set a date of service until roughly a week before the work is to be performed. When your job gets close to the front of the line, we will email and/or text you to schedule the exact day of service. We will not call unless we have no email or text number on file. If you have any questions in the meantime, please feel free to call our awesome office staff at 410.721.3066." We log our calls via caller-id into our system. I see that you called once, on 4/15 at 11:27AM, to ask about the schedule. Mindy informed you that you were still in the queue and had not been scheduled yet, but you should hear from us soon. On 4/19, you were notified via both text and email that we would be starting your job on 4/22, 5 days ahead of what we promised. On 4/22, the crew waited 30 minutes until the rep got there to show them what to do. He was a little late that morning. Ultimately, I believe that we did a great job on everything you asked for. If that's incorrect, please call me and I'll fix it."

"Thanks for your business and the great review!!!"

"Dear Sir: My name is Tim Ballard and I'm the owner. This is the very first that I'm hearing about your problem with the grass. If you'll give me an opportunity to discuss the problem with you, then I'm sure we can get to the bottom of it pretty easily. I've just now emailed you at the address we have on file. I look forward to your response."

"Hello. My name is Tim and I'm the owner of the business. I'm sorry if you didn't get an email response. We get a TON of junk mail and sometimes important stuff falls through the crack. I've just sent you an email to the address we have on file so that we can get it straight. Thanks!"

"Dear Sir: I'd like to address your concerns individually: 1) Your phone line - We did indeed have Miss Utility Mark your property. Proof of which, in the form of a Miss Utility Confirmation Email, was provided to you. It clearly says that Verizon was "clear/no conflict". However, it was not marked and when we were digging, by hand, the cable, which was buried only 2" deep, was cut. Yes, this is unfortunate, but our employees do not have X-ray vision and we don't dig with spoons. We immediately notified you of the situation and told you to call Verizon. We would do that for you, but since the account in not in our name, they wont even talk to us. It is also unfortunate that Verizon took several weeks to complete the repair, but they do not work for me and are not under my control. If I remember correctly, I even offered to come back ,a t no charge, after verizon to repair any damages that they might cause during their cable installation. Please tell me how I could have handled this differently, within reason, to provide better service to you? I believe that I did everything that I could, but if there's something else I could have done, I am genuinely all ears. 2) Follow Up - When the job was completed, we walked the property with you to make sure that you were satisfied with the work. We also showed you how everything worked. We also provided, in writing and several times, very clear watering instructions for your Sod. The watering instructions very clearly say that if you don't water enough, your sod will fail. Our instructions tell you how and when to water. On July 5, after weeks of extremely hot and dry weather, you emailed me with a few pictures of your lawn that had some brown spots, which were clearly due to a lack of watering. I responded to, literally within 5 minutes explaining that it has been extremely hot and that the grass needed more water. I further explained that an occasional rain storm would not provide enough water. Lastly, I answered all of your additional questions about your drainage and a potential irrigation system. Furthermore, I visited your property within 2 days of that email to physically verify what I say in the pictures you sent. The sod had indeed rooted satisfactorily, but was dry due to a lack of watering. 3) You gave us a "D" for quality - We performed exactly to the specifications that were agreed to in our contract. We used high-quality materials and installed them in accordance with manufacturers specifications and industry best practices. You were very happy on the day that we did the work because everything looked fantastic when we left your property. It wasn't until a month later when you contacted us about the brown spots in your sod, which were caused by a lack of watering, not a lack of quality. 4) You gave us a "C" for price - You were provided with very clear, firm pricing in our initial written proposal, well before you signed a contract, any work was performed, or any money was exchanged. You were billed exactly the original, agreed-upon amount at work completion. You 100% knew our exact pricing prior to hiring us. Our pricing never changed. There were no hidden fees, additional fees, or anything of the sort. I'm ALWAYS willing to help a customer. If there's anything you need, please contact me directly. I'm the owner of the company and will be happy to answer your questions, provide advice, and when appropriate, offer warranty repairs or additional services. I genuinely mean that. Respectfully, Tim Ballard"