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Business Profile

Landscape Contractors

Turf Monsters LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/21/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 are satisfied with the finished product for the most part. The work was good.Our complaint is this company made numerous promises about arrival times and completion dates that were not kept. What's more frustrating is that time was taken off for no-shows by the workers and we always had to reach out to obtain the reason. Things happen but we should be made aware when they do, not have to reach out to them to find out.First day 9-4, a no-show, came the second day left the area a mess. Understand the materials that were construction related but we didn't appreciate the personal trash left in our front yard such as used water bottles in our bushes and lunch trash. If my wife had not cleaned up, our HOA would have cited us. Took longer than expected because they kept putting us of to do other work. Finally, a job that we were told would take 2 days was finally completed on 9-14.We were told the fences we were having built would be done the week of 9-16. No communication. I reached out on Sat 9-21 and was responded to on 9-23 saying they were busy and would get to it this week. On 9-30 I reached out again no response, I sent another message on 9-6. Received a response saying that they were sorry and getting boss, ****, involved.Workers showed up on 10-8. Left a mess and left. They returned on 10-9 and completed job.****, the owner called and refused to make any consideration and said we needed to pay what was agreed upon. That is the only promise he is concerned with. He does not want to acknowledge the broken promises and unprofessionalism by his workers.I requested he send me a final bill on ***** and will pay once the concern we have regarding one of the fences is addressed.Even though we feel compensation is in order, we will pay the final bill.

    Business Response

    Date: 10/22/2024

    Subject: Response to Complaint Turf Monsters AZ


     Dear Better Business Bureau,


     Thank you for giving us the opportunity to respond to the concerns raised by ****** ********* regarding the recent project we completed.


     While we understand the customer's frustration, construction can sometimes be unpredictable due to factors outside of our control. For this reason, we make it a point to never guarantee specific arrival times or completion dates, but rather give estimates based on the project scope and material availability. We are sorry if there was any confusion around this matter, and we regret any inconvenience the customer experienced as a result.


     That said, we are pleased to have completed the project to the customer's satisfaction. Despite the delays, we were able to work through the issues, and we are glad to report that ****** ********* has paid the full balance as agreed upon. We appreciate the positive feedback on the quality of the finished product, which was a priority for us throughout the job. 


     We value the opportunity to improve from this experience and will continue to work on better communication to avoid similar issues in the future. 


    Customer Answer

    Date: 10/22/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. 

    The business did not offer compensation and this was not the intent of my complaint, although I feel it was warranted.  I agree things happen.  What I don't agree with is we had to reach out to find out why.  I run a similar business on a much larger scale.  When we make an appointment we consider it a promise to our member.  We have issues that come up but my team is expected to notify the member prior to them reaching out to us, apologize and set an agreed upon reschedule.  This did not happen and we were left with days and weeks of no communication.  I have records of the texts we received if the business would like to see them.  I'm glad the team said they would attempt to improve on this going forward.

    And repeating, the quality of the work was good.  We are waiting for one thing to be addressed and are in the process of paying the balance on this job.



    Regards,

    ****** *********

     


  • Initial Complaint

    Date:06/24/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Grass is growing through my turf, the drip system doess not work properly and the newplants are dying.Grass is growing all over entireprojrct through the rocks and turf.

    Business Response

    Date: 07/02/2024

    We have addressed the repair issue with ******. It is being taken care of. 

  • Initial Complaint

    Date:05/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The owner of the company, ****, was disrespectful and derogatory towards me. Also, he lied to me.When I spoke on the phone with ****, his voice was raised, he was displeased with my questions, told me he couldn't talk anymore and had things to do. When I tried calling him back, he sent me a text telling me to text him. I texted him, as I needed to continue communication with him regarding my issue. Some of his texts to me were derogatory. He also lied to me about securing the area with safety cones. The cones were never placed, but he never apologised, just kept insisting they were placed and he wanted them back. I kept telling him I don't have his cones, and he was saying he wants them back. This experience caused me tremendous emotional distress.

    Business Response

    Date: 05/31/2024

    we haven't even finished the job. they are trying to scam me. I'll end up suing her most likely. she's neighbors with an ex employee so she's been disruptive. the ex employee underbid the job on purpose and we just started today.

  • Initial Complaint

    Date:09/08/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 had turf installed and when turning off the sprinklers, my drip lines were cut. Now I have thousands of dollars in landscaping that are about to be dead due to getting no water. Also grass is growing up from the turf.I have tried to reach out to the sales rep several times with no help.

    Business Response

    Date: 09/08/2022

    Per our contract it clearly states we are not responsible fpr existing lines. We capped your sprinklers which have no connection to your drip lines. We do not know who installed your old lines or if it was done properly. We have sent our ******* by as a courtesy. With just moving in the house how can you presume they worked in the first place.

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