Complaints

This profile includes complaints for Artificial Grass Masters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Artificial Grass Masters

  16681 N 84th Ave Ste 140 Peoria, AZ 85382-4784

• 

  Artificial Grass Masters

  7146 W Bluefield Ave Glendale, AZ 85308-8112

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  05/2018, contracted with Artificial GrassMasters to provide and install artificial turf. *************** both quoted their materials as having a 15 year warranty. ********* business card stated 10-year warranty, and ******* business card stated 15-year warranty. Called company in February this year as turf appeared to be shredding. It took numerous calls and re-schedules before ******* came to review. When he came, he agreed we had a 15-year warranty. He initially told us to contact manufacturer to have replacement turf shipped to us. He did not provide name or contact info of manufacturer. He called back to office and spoke to someone, and afterwords provided a quote for repair which was almost as high of initial cost of 2018. We questioned his quote as why a there is a tax when material is under warranty, and labor is not taxable in *******. Also, we told him we would have City pick up old turf and therefore there is no "disposal fee". We suggested he go back to office to "sharpen his pencil" regarding the quote.A few days later were informed by the manufacturer - TURFHUB, that our grass has only a 5-year *********** one from Artificial Glassmaster's have been in contact with us to date.

  Business Response

  Date: 05/08/2025

  ****** ******* - Owner

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Artificial Grass was installed in 2018 by Artificial Grass Masters (AGM) with a 15 year warranty from the supplier Turf Hub. The grass developed deep ruts in late Nov. I contacted the installer Artificial Grass Masters in January of 2024 and spoke to ****************** regarding the problem. I sent photos and the problem was reviewed by ************ with AGM. He said via e-mail, that this was a manufacture issue. They provided me with the warranty claim info for Turf Hub. During a later phone call to ******* for follow up she admitted that they have no further contact with ********. I had to contact Turf Hub to initiate the warranty claim. They have been very helpful through this process. I contacted AGM stating Turf Hub needed an invoice and documentation with Dye Lot # and Roll #. This information has not been properly supplied even though Turf Hub and myself continued to follow up. At this time AGM with not return my phone calls or communicate in any form with me. Same is true for Turf Hub.

  Business Response

  Date: 04/11/2024

  Turf hub the supplier has a list of all of our purchases dates and names of all of our customers. This is a requirement for their claims and return department. 

  Customer Answer

  Date: 04/12/2024

  The forms and pictures were submitted to the the supplier, Turf Hub. They cannot verify a purchase  within a reasonable time fame of the customer purchase from AGM. ******** (**** claims mgr.) has repeatedly called AGM for verification of this purchase and AGM will not return their phone call. Tuff Hub has been very responsive to to my calls. ******* from AGM, on 1/23/24, said she found the order and will send it to Turf Hub. No documents were received. This is the start of breakdown in communication as ******** tried repeatedly tried to contact AGM, but they wound not return their call. After waiting over 30 days and repeated calls to AGM and receiving no return calls I filled a claim.

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired AGM to do our backyard (about $30,000 project) from scratch back in January to build 2 travertine paver patios, a large artificial grass area (selected one of their highest grade turf), a travertine border and irrigation system. Not their fault, but the project manager left the company before the project started. Communication has always been (and still is) VERY reactive on their end after we call/text. Since the first time they finished, there were a dozen unsettled pavers throughout the yard, massive wrinkles in the turf and the quarter minus (dirt under turf) sank up to 4-8 inches deep in multiple places due to not being compacted properly. Another project manager from AGM was horrified when he walked the property to inspect the job. Once we paid in full, AGM didnt care to prioritize our job.We had to schedule AGM to come back to make fix those issues eventually (which took weeks). After they thought it was done, we found multiple areas in the grass that are still not leveled or graded properly. This is an on going attempt at a resolution. AGM says theyre going to show up, but dont. Constantly having me reschedule to accommodate them instead of me, the customer. **** the Sales Manager made promises to be attentive, to have better communication and resolve our issues, but that hasnt happened (just empty promises). AGM continues to take in new projects without finishing old projects and its always something Hopefully the owner **** reads this and actions it ASAP by calling me back. The kicker here, I had AGM complete a job at my last house ($8,000 project) back in Dec 2019. And because Im a Veteran, I wanted to support a Veteran owned business here in AZ. I just wish AGM cared as much about me as I did cared to be a repeat customer for them.At this point, Im ready to hire another landscaping company to fix their mess and send AGM an invoice.

  Business Response

  Date: 08/22/2023

  Glad we were able to come out and get you squared away. Let us know if anything else comes up, we are always here for you. Thank you for all your continues business and support. 

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted this company at the begining of May 2022 and on the 10th of May ***************************** came and checked out my lawn and immediately agreed that the artificial grass needed replacing under the warranty .I have e-mailed and phoned him several times on this matter and he keeps telling me they are waiting for the grass manufacturer to send them replacement product.It has now been over 22 weeks since he came to check the lawn out and still nothing has happened. It is getting pretty bad and I am bothered that the *** is going to start getting on my case.

  Business Response

  Date: 12/22/2022

  This Job was completed and all repairs were completed.

  Customer Answer

  Date: 12/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A year and a half ago I had grass installed from this company. Just after a year there were 3 very visible seams showing. I contacted them to repair it so the project manager came out to see the issue. He stated that the grass wasnt installed properly and that it would need to be fixed. On the first scheduled repair date the crew came and looked at the grass and told me they had to leave but would be back in 3 hours to complete the job. They never came back and received no update from the business. I called the next day and they were unaware of the job not being done. I was scheduled again for repairs and two weeks later they came out but only ********* of the issues. I called again and informed them the job was not done and was told they would call me to schedule to have the job finished. A month later I had not heard from them so I called and they said they were running behind. Understandable, but no communication about this. Fast forward another month and I get a call that they would like to see the issue. A different project manager came out and looked at it and said the grass was defective and that during Covid they had unknowingly purchased defective grass from the manufacturer and that he would file a claim because they have had over 40 claims on the grass sold in that time frame. The next day I get a call that it will cost me $2800 to have new grass put in. The contract they have stated labor warranty covers 2 years with exceptions to damage caused by singeing, burning, or damage caused by pets/people. Not the case since he said the grass was defective. The day after that I get an invoice with a price of $3700 but they will take $750 off of that. The labor warranty article makes no mention that defective grass is not covered. The company is refusing to take accountability and honor their 2 year labor warranty. I have attached a photo of the labor warranty section from their invoices.

  Business Response

  Date: 08/08/2022

  We do apologize, you understand that you had some concerns regarding the seams. After our team came out to visit with you we realized that there was a problem with your grass much larger than the seams. We didn't see that fixing the scenes would be sufficient enough for you and your family so we submitted a claim with the manufacturer. Our team talk to you about any cost at may have been associated with this grass as I talk to you in person over the phone. We are very transparent with all of our homeowners and customers. I will contract spells everything out and to ensure there is no confusion we have even placed a section on our contract in Big Red Letters to identify any kind of concerns that a customer might have with their **********************. The ********************** is covered by a 15-year-old warranty which covers any kind of streaking or falling apart, and our two year quality of installation warranty covers the quality of install for any grass that we install. When we heard about the seams we were ready to come out and address the scenes and if that's all you want us to do we have no problem. But you made mention that you had initially thought that getting another piece of rest it was a great idea. So instead of riparian grass that you were going to have issues with later on down the road we put a claim in for new grass. We always encourage our homeowners to take advantage of our extended warranty, because when grass fails the manufacturer will only pay for the grass they do not cover the cost of the install. All of this is outline in the contract so there's no confusion and we always enter contract three times. We send it with the initial estimate then we send it with the first invoice one the initial payment is paid and then you send another copy of the invoice upon the final completion and payment for the project. I will come out and personally visit you as the owner to make sure there's anything we can do to help you out I'll make that call. But at the end of the day I guess I want to make sure that my customers are taken care of and that we are all on the same page when it comes to what will and what won't be covered.

  Customer Answer

  Date: 08/10/2022

  I read over the contract and saw what the owner was talking about.  My frustration comes from the poor communication from the project manager.  I did say it sounded like a great idea when he told me that he would take care of getting new grass.  However he should have told me that there may be a cost at that moment and not called me a day later and told me $2800 then send an invoice the day after that for $3700.  Had this been laid out from the get go this whole thing would have been avoided and I would have said no thank you on replacing and just gotten it fixed which is all that I want to do now.  I understand the owner isnt out on these calls, but hopefully in the future can make sure that the project managers he has are on the same page so that customers dont get one telling them the grass is fine and just needs seams repaired due to improper install and then the other says the grass is bad and all needs to be replaced. From the eyes of a customer this drastic difference in opinions comes off very misleading and raises a feeling of distrust.   That means that one of those two in charge is lying/wrong and the other is right.  The quality of service over the last 4 months has been some of the worst I have ever dealt with.  From a crew showing up and leaving without doing any work to them returning weeks later to only do 25% of the work, to no communication on getting said work done.  I understand mistakes happen and I just want to move on and get the seams fixed only and not replace the grass.  I have already told the project manager this once on the phone and again via email which I did not get a response about. I did hear from the owner and have scheduled to meet with him.  I appreciate him wanting to make things right because Im sure he cares about his business, but I think the best agreement is to just repair the seams and thats it. 

  Business Response

  Date: 08/16/2022

  Thank you for taking the time to meet with me and my team, after reviewing your grass personally, I seen that your grass is still in great shape and there is no need for a claim. I had my team repair all of your seams and now your grass looks great. We are always here to take care of our customers. If anything else comes up please feel free to to contact and thanks again for your business and support.