Complaints

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:05/05/2025

  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 ordered a putting green installation. It rained heavily the night before installation was to occur. the installers decided to glue the seem together while the soil was still wet. the seam raised up after installation the next day and was clearly visible and when you putt the ball over the seam the ball jumps up. it ruins the putting experience so badly that the company tried three times to fix it. ******* the salesman finally came out and tried to tell me the seam was not effecting the putting and they have done the best the can do. The should have let the soil dry out instead of gluing the seam when the soil was wet. I want the seam repaired because my experience is unsatisfactory. now ******* has refused to do anything more about the problem. if there was not a problem why did they try three times to fix it?

  Business Response

  Date: 05/27/2025

  We have met with this customer and resolved the issues to his satisfaction.  He has paid his contract in full and told us he would rescind his complaints.

  We are very happy that we were able to resolve the installation issue with our customer.  Everything is fine now and our customer is happy.

  Thank you

  Customer Answer

  Date: 05/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:10/17/2024

  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.

  Our design meeting with ********* Landscaping occured 4/14/24 where we had our first interaction with ******* (owner). He was very responsive, helpful and reassuring in the beginning. ******* provided 3 options to address our landscaping needs including artificial turf installation, rock landscaping and plant removal. We contracted and paid deposit on 4/16/24 to order our turf. During this time, ******* mentioned that it could **** *-8 weeks before turf was ready to proceed with installation. We checked in with ******* 5/28/24due to no update since signing contract. He responded timely advising the turf was still not in and delayed a few weeks. We checked back in on 6/11/24 and received no response. We followed up 6/12/24 to inquire when install would begin. We received a response indicating install would begin 6/25/24 and take a total of 4 days. We expressed concerns as we already planned to be out of town beginning 6/27/24. ******* reassured us so we agreed with 6/25/24 install start date. Half of the total amount was due at the time install began, which we paid promptly. ********* team started early 6/25/24. We received confirmation on 6/29/24 that the install was complete (while out of town). Upon coming home, the work looked fantastic. I did not receive communication from ******* until 7/9/24 for final payment, which again we paid promptly. We contacted ******* 7/18/24 to express concerns as all the plants removed were growing back, there was an excessive number of weeds growing, sewer connection was not resealed, and our sprinkler system was shooting water into the street. He sent someone to address the concerns on 7/19/24. They pulled weeds and fixed the sprinkler system. They advised they'd return 7/22/24 to finish but no show. We reached out 8/1/24 and were told someone would come 8/2/24 or 8/3/24. We reached out again on 8/18/24 and 8/24/24 with no response. We left ****** review approximately 9/3/24. As of today, the issues still have not been addressed.

  Business Response

  Date: 11/01/2024

  Thank you for bringing this to our attention.
  Unfortunately, this is the first we are hearing about this customer.
  In fact, we checked out records to locate any calls or emails and were unable to find any records. Now that were aware of this issue we would like to address this problem.
  This is our understanding of what has occurred with this project. 
  We did install artificial grass at this customer's property, with the additional installation of decorative rock in another area.
  As part of the project the customer ordered custom colored turf, which is made to order and has to be special order which typically takes 4 - 8 weeks to manufacture and ship. 
  We do not have any control over the shipping or manufacturing timeline which is why ******* could not give her a start date. 
  Post installation the customer had some issues that we addressed. 
  Regarding the sewer issue, our team does not perform these types of services. As such, we did not touch any connections associated with the sewer. 
  After the final visit, the customer continued to call back about weeds. As a courtesy, the crew did return to the property, multiple times to address these concerns. Obviously, this has not met her expectations.
  Now that we have become aware of this issue, we are attempting to resolve this matter.
  On Oct. 31st we reached out by phone and email in an attempt to discuss a resolution of this matter.  Based on our experience, we can solve this problem.
  Please advise next steps, so far we have not heard back from her.
  
  

• Initial Complaint

  Date:06/20/2023

  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.

  My mom ************************************* is 70+ years old and was taken advance of by Heavenly Greens. She wanted to install an artificial lawn at her home in ********* for her grandson to have a safe place to play in May 2023. Despite her proactively raising concerns about the potential damage to her decades-old trees, their agent falsely claimed there would be no issues with the installation, which we later discovered was a misrepresentation.On the project day, after 5 minutes of evaluation, Heavenly Greens' ******* and supervisor assessed the site and admitted that the installation would indeed destroy the trees and impact her privacy. Recognizing the potential damage, a mutual agreement was made not to proceed with the project. They left 10 minutes after arrival, with no work done whatsoever.However, to our disbelief, my mom was charged $4,890 without her consent shortly after the team left. This unauthorized charge, coupled with false assurances and the entire ordeal, caused her significant distress and inconvenience. We expected better customer service and professionalism from **********************. Their owner, *************************, refused to offer any sort of refund and has gone radio silent. This is taking advantage of someone bordering on elder abuse and I feel strongly that the public should be notified via the BBB about these predatory business practices.

  Business Response

  Date: 06/26/2023

   

  While its unfortunate that someone has had a bad experience with our Brand, the worst part about it, is that this was entirely avoidable and ********************** would be thrilled with her new lawn.
  
  BTW, this BBB complaint is AFTER the ********* family spread false and inaccurate statements (just as they have here) on 2x different YELP Reviews.
  
  For the record, we need to get some of these statements corrected with the facts of the project.
  
  From ****
  
  My mom ************************************* is 70+ years old and was taken advance of by Heavenly Greens. She wanted to install an artificial lawn at her home in ********* for her grandson to have a safe place to play in May 2023. their agent falsely claimed there would be no issues with the installation, which we later discovered was a misrepresentation.
  
  On the project day, after 5 minutes of evaluation, Heavenly Greens' ******* and supervisor assessed the site and admitted that the installation would indeed destroy the trees and impact her privacy. Recognizing the potential damage, a mutual agreement was made not to proceed with the project. They left 10 minutes after arrival, with no work done whatsoever. However, to our disbelief, my mom was charged $4,890 without her consent shortly after the team left. This unauthorized charge, coupled with false assurances and the entire ordeal, caused her significant distress and inconvenience. We expected better customer service and professionalism from **********************. Their owner, *************************, refused to offer any sort of refund and has gone radio silent. This is taking advantage of someone bordering on elder abuse and I feel strongly that the public should be notified via the BBB about these predatory business practices.
  
  ***************************
  
    To claim we took advantage of *********************** is 100% a total fabrication.  
  
  Despite her proactively raising concerns about the potential damage to her decades-old trees.
  
    We raised the concern!
  The only reason this became an issue was because of our concern with the tree AND the fact we care about our customers. Our ******* noticed the tree roots where bigger than what we consider safe to cut (normally we cut smaller roots) because roots of a certain size can cause damage to existing trees. Our ******* mentioned this to *********************** as a courtesy and tried to explain we will not cut them.
  
  On the project day, after 5 minutes of evaluation, Heavenly Greens' ******* and supervisor assessed the site and admitted that the installation would indeed destroy the trees and impact her privacy. Recognizing the potential damage, a mutual agreement was made not to proceed with the project. They left 10 minutes after arrival, with no work done whatsoever.
  
    ******** did not leave 10 minutes after arrival.  We absolutely did start removing the grass and soil in the yard.  That is when we discovered that there were roots under the grass that could not be seen until we removed some of the grass and soil.  Our ******* attempted to explain this *********************** that he felt we should not remove the roots as that could damage your trees.  
  
    *********************** she was told that we could still install the turf without damaging the trees.  We just would not cut the roots.  *********************** said no and sent the crew away.  We even sent a field supervisor out to explain this to ************************  However, she refused to allow the installation to continue.  
  
    We have never spoken to you ****, and you were not at the job site.  
  
    Furthermore, *********************** signed a contract to have Heavenly Greens install an artificial turf lawn.  The contract clearly details payment terms and cancellation terms.  Your mother also signed a credit card authorization form authorizing Heavenly Greens to charge her credit card.   --  As per the contract we charged her the authorized deposit.   We followed that up by charging the start of work payment when we started the work as specified in the contract.
  
    We did speak to someone who claimed to be your mothers attorney (which we now believe was your sister) and we explained everything to her.  We did offer to work out a partial refund, however, we still had to pay the crew and we had to pay for the materials that were ordered for your mothers project.  
  
    The last we heard from your Mothers attorney was that she would follow up with us.  That has never happened. Lastly, your mother has disputed the credit card charges and received a refund from her credit card company. 
  
    HG disputed their dispute and their deposit and start of work payment was returned to us.
  
    HG never charged your mother without authorization.  HG had a fully signed authorization to charge your mothers credit card. 
  
  Here is what we are prepared to do to resolve this issue.
  
  We will refund back to *********************** $1,000 (her deposit + $4,890) $5890
  Less $1600 for our loss on the project.
  
  For a total refund of $4,290.
  
  Only if the following conditions being met, will we consent to this refund.
  
  1.     Remove the Yelp Reviews
  2.     Dissolve this dispute with BBB
  
  *******************
  CMO | General Partner