Unacceptable product & installation

Unacceptable!!!

My Wife purchased a lawn for her disabled Mother from Lazy Lawn, on the promise that the product was perfect for dog owners. It has been 6 years of continuous trouble with multiple attempts to resolve the issues.

Four months after the latest complaint; we finally had a visit from Lazy Lawn’s owner and colleague for a site inspection, with view to inspect the sub-layer. The main complaint being a possible drainage issue causing a repulsive smell in the summer, as well as a black substance is now visible on the surface of the grass. The smell attracts flies filling the house and leaving her unable to open windows or the patio doors. A sub layer and lawn inspection was requested again last year and it has taken four months to arrange, in the middle of winter, (despite it being a known summer issue) only to take photographs.

We greeted them politely and were immediately faced with the owner’s aggressive and obstructive attitude. He continuously raised his voice, to the point where I  
had to ask him to lower it.

We have followed all care/maintenance instructions, including the annual ‘infills’, at additional cost carried out by Lazy Lawn,  the owner has subsequently told us were unnecessary. What is the point of spending thousands of pounds on a lawn “perfect for a dog owners” only to have the owner shout at your Wife “If you allow your dog to #### in the garden and use it as a toilet, what do you expect”. The lawn is extremely well maintained, but has a clear drainage issue. It does not smell of urine. His attitude was shocking, as he was aware of all issues and was sent extensive photographs prior to his visit.

At least the owner gave us some advice before he stormed off... “Go to a solicitor and see what they have to say about it”

Thanks, we will do just that and I am sure Watchdog / Rogue Traders will be a good step directly thereafter.