Lawn Master Outdoor Living LLC

Reason for 1 star: Because it did not allow me to put 0 star. I placed order for a pergola with full payment in May-2023. It has been almost 3 months (Aug-2023) and they are yet to deliver engineering drawing and schedule installation. NO ONE IN THIS COMPANY HAS COURTESY TO COMMUNICATE WITH THE CUSTOMERS. No has proactively followed up with me about the timelines. I have asked multiple times over emails and messaging, and they keep saying next week, but nothing moves. I have had emails with almost 6-8 people from sales, customer services, etc.. on the thread, but no one cares to respond. Delays are acceptable with appropriate reasoning, but poor customer service and ignoring customers is not acceptable.

After searching and getting bids on a new Pergola (28' x 12') I found a design that we liked at Home Depot. We contacted them and a Lawn Master Outdoor Living representative contacted us immediately and provided us with a quote. After a brief wait, the construction crew arrived and completed the build in one day. We couldn't be happier with our Pergola, it is absolutely beautiful and compliments our backyard. We recommend Lawn Master Outdoor Living.

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We contracted them through Home Depot. My issues are with the interactions I have with Lawn Master, not Home Depot. Lawn Master is a small company out of Waxahatchie, TX. They send builders out to many cities in TX, including Austin. I will list the miscommunications in order of occurrence. 
1.) I applied for a Project Loan at Home Depot and needed Lawn Master to send a copy of my contract to them so I could get a line of credit. Lawn Master said they faxed them, so I arrived at the Home Depot I requested the fax be sent to. Home Depot never got the fax. 2 hours later, after phoning Lawn Master and finding out they were faxed to a different location, they managed to fax it to the right place and I was issued my line of credit. 
2.) The contractor arrived at my home to do my estimate and work up drawings. He told me the drawings would be emailed to me by that Friday. I emailed the contactor, he apologized, stated he was 3 days behind and would have them to me by the following Wednesday.
3.) I received the drawings and began emailing the office manager Cecelia to try and schedule a time for installation. I attempted to call the office to schedule by phone as I work nights and have a weird schedule. I could never get her on the phone and instead of calling me back she kept sending me emails that said, "We will be at your house on this day, at this time." I would email back and say that's not good for me, please call me. Then another email, "We will be at your house on another day, and another time." At this point I'm very frustrated and happened to catch her by phone at 7am one morning. She apologized and scheduled a date 3 weeks out. 
4.) I paid for a Pergola and blinds and was told they would both be installed at the same time. The builders arrived on time and completed the Pergola, then started packing up. I said," Aren't you going to install the blinds?" "What blinds? They didn't give us any blinds." I called the office, got Cecelia and she said, "Oh yeah, your blinds didn't come in on time. We will have to schedule that installation separately." I told her if I had known this, I would have waited for the blinds to come in and done the whole thing at once! Now I had to spend another day sitting around, waiting for builders. 
5.) So then I wait for an email, and it arrives. "Your blinds have arrived! They will be installed at this day, at this time." So now I begin the frustrating process of trying to arrange a time that works for me via email, phone, ect. 
6.) The day of blind installation arrives and I'm told the builder will arrive between noon and 4pm. By 4:30 no one has arrived. I call Cecelia and she tells me the builder's car broke down earlier that day and he wouldn't make it. I was livid! I asked her why had no one called me earlier to tell me this? Why am I again, having to call you to find out what is going on? Now I've wasted another day! She had no good explanation. 
7.) Finally I was made a priority and he was out within the next couple of days and quickly installed the blinds. I was so glad to finally be done with this ridiculous, unorganized company. My whole experience with Lawn Master was one huge frustrating, pull your hair out, cluster f%&#. Never again.

The initial contact with this company was on August 21, 2014 when we requested a quote and a sales person set up a time for the 25th to come out and measure the area and quote us a price for the job. We also asked about timelines and such since it was already August and my husband was going to need to rebuild the deck that was going to be torn up in order to install the pergola. After paying for our project on September 5, 2014 and being given a timeline of 6 weeks for the completion of the project every portion of the project went over the timeline. I had to continue to contact our sales person days after we were told we would receive drawings back to see where they were and when they would be back. It was not just one of the steps but every single step. Finally we were told that if we went and got our permit and got it to them by the end of the day on October 6, 2014 that we should be scheduled to have our pergola built the week of October 13th. I left work and got this done and sent over to them. I was told by my sales person everything was received and I would get a call to set up a time. I did not receive a call until the 13th telling me we would not be scheduled until October 28th and after speaking to many people including Home Depot corporate Lawn Master did nothing to remedy the situation they still kept their schedule and came on the 28th. Home Depot Customer Service has been wonderful in trying to help us in this situation. Following the installation, the installers were supposed to bring stain that we had purchased to stain our deck to match the pergola. They did not. They told us they would bring it the following week. They did not. I contacted the manager at Lawn Master who shipped us out the stain, it was the incorrect stain. He shipped us Fence Stain that said on the can NOT RECOMMENDED FOR DECKS. When I questioned this, he said he had used this on his own deck and it was the correct stain. I contacted the stain manufacturer and they said it was the wrong stain and when I forwarded the email to Lawn Master they shipped me the correct stain. Since It took them much longer than they said it would to complete their project my husband has now been building a deck in 20 and 30 degree weather and the project will not be finished until the spring. I would not recommend this company to anyone.

They sent a representative to my house to plan the type, size, and location of the pergola. After the drawings were drawn up they were emailed to me for approval. They company called and made an appointment for the installation and the delivery of materials and the installers were prompt for the appointed time. They worked professionally and the installation went smoothly and looks great.

Initial estimate took awhile to get but once I decided to sign contract it went very smoothly and actual installation took place sooner than originally planned. Installation was fast - took less than half a day for the two guys to complete. So far I have been very pleased.

Once an on-site estimate was given, everything moved fairly quickly. The territory manager had been a little slow in getting back to me to schedule the on-site initially. Was surprised that actual construction took only about 3 hours. The guys that came started right in measuring and getting things going. Was pleased that both guys had proper picture ID's and they spoke English which was such a pleasure being able to communicate with them. I think the price was a little high but really have nothing to which to compare as I did not have any other estimates.

I bought this shed through my local Home Depot. I needed to have it built on site because I didn't have room to have a completed one delivered. I was able to schedule a construction time at a later than usual date because I had to get the site ready. The guys who built the shed were excellent. They were very professional, kept everything neat and clean; you couldn't ask for any better. The only problems were a delay due to weather. However the office handling the deal left one of the parts of the list that they were to bring to the site, which caused another delay. The quality of the workmanship made up for this-it wasn't their fault, they showed me the packing order. I would still use them again, I would just be a little more thorough in dealing with the people at the office.