I accepted their quote to remove/replace 55sqm of turf by rotavating, levelling, fertilising and replacing with new turf. After the rotavating process I queried the lead installer why they weren't levelling the base prior to laying turf (at this stage there were clumps of the old turf randomly raked-into the rotavated, uneven soil). He said we lay the rolls then pound the boards to level the lawn. This didn't reconcile with what I had seen in their detailed quote nor other lawn-laying guides but he was adamant that this technique is the way to do it. The next day I noticed the uneven state of the lawn (not due to unequal turf thickness but substrate preparation) so took a straight-edge to the lawn, took numerous photos as evidence and sent these to Emma who had been excellent in our contact thus far. She reviewed these and made arrangements for the lawn to be inspected by another team. The first date offered did not suit us as no one would be home, but I offered a whole range of other options which she said they would consider and get back to me. They made several, separate requests for photographs which I satisfied. At this stage it all looked promising that they took customer service seriously, however it took a turn for the worse following an email from Jon and I quote - ''Regarding any undulations, these are usually caused by walking on the new lawn during it's establishment period. This does include keeping pets off too as your dog can be seen on it in a photo. The best way to correct again is to board it when soaked or to top dress with a soil/seed mix''. That was the last I've heard despite several further emails to them. For the record I walked on the lawn the day after completing the job to take the photographs and the dogs in question are a Jack Russell cross and a Lakeland terrier (small breeds). 6 weeks following re-turfing the grass is green and lush but the base is more lumpy than before - this is particularly galling as I showed the lead installer this fact and said it was a key item to remedy. The quote very clearly also listed a systematic process for preparation, levelling and re-turfing. This was not followed. Avoid this company if you expect accountability.