Complaints
This profile includes complaints for OmegaTurf's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:09/20/2022
Type: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.
The week of May 9th, Omega Turf began installation on synthetic grass and flagstone. The installation was fine, they did the work they promised. There is a 15 yr warranty. However, almost immediately, several of the flagstones have come out of the decomposed granite setting they use as opposed to cement to hold the flag stone in place. On June 25th I sent an email to my sales person *** telling him we were having a problem. He sent my info. to ***** who is supposed to arrange to fix it. My only request is that they give me a day's notice so I can make arrangements for my dog who will continually bark at the guy who will be out in my front yard fixing. I don't think this is unreasonable request. Twice ***** has tried to send someone out the same day. After multiple emails to *** and texting with ***** (I have all of these conversations), I am being ignored. The last text with ***** was on 8/26, no response. I sent *** an email on 9/16, no response. I spent thousands of dollars, the flagstone and the way the "set" it is not good, My guess is I will have continual problems keeping in in place. *** told me this "Once a compacted Class II base is set, we then need to set the pavers in a 1" deep coating of decorative decomposed granite, that way it makes the flagstone sit firmly without chance of rocking, and preventing cracking.The decomposed granite has a stabilizing agent mixed in as that once we set it, we wet it down, and it activates the stabilizing agent which keeps the decomposed granite from breaking up." None of this is true, many of the flagstones have completely come out of the setting and it is a ******pebbly mess.
Business Response
Date: 03/17/2023
Hello,We fixed the issue last year, not long after the complaint was filed. Since getting your most recent email, I contacted the client (left a voicemail) to check that things were still ok, and I havent received a call back.Thanks*********************;Customer Answer
Date: 03/20/2023
The did "fix" what I asked them to fix after multiple attempts to contact. The service after the installation is not what the salesman promised it would be. I had to work very hard to get a response and arrange a time for them to come out. The stones they cemented down from my complaint are in good shape, some of the rest are coming loose and the decomposed substance they use instead of cement is wasting away with the rain. I'm not sure why they use don't use cement and after the rain I am planning for someone else to come out and fix this mess. You can close this case.
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