Complaints

This profile includes complaints for Turf Master Sod Farm's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Turf Master Sod Farm

  3327 N Giddings Rd Fort Collins, CO 80524-9419

  
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  Turf Master Sod Farm

  324 Ayers Road Wheatland, WY 82201

  

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:08/11/2022

  Type:Customer Service 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 paid $10,000 for prep work and new sod in June 2022. They left an unfinished job and never returned our phone calls, texts, or emails or even offered to remediate stating we were “confrontational”. There was no confrontation because we never heard from them again after they got 100% of our money. The job is still not done and we had to hire someone else to complete the job and fix the fence they broke to keep our pets and toddler safe.

  Business Response

  Date: 09/08/2022

  See Attached Document.

  
  To whom it may concern, 
  
  Turf Master was hired for a lawn renovation by ****** for her home in Fort Collins. We completed the work on Thursday, June 23rd. 
  
  We removed the existing grasses/weeds in the areas that we would be installing sod and prepared the soil. This included tilling, raking and amending it with compost. We also removed a rock bed in the backyard. The customer told us we can access the backyard through a double gate on the North side of the yard. The customer also asked for a referral for a fence company as that part of the fence was, in their words “old, falling apart and will need to be replaced soon”. 
  
  Once we arrived to begin the work, there was a change made by the customer; they asked us not to lay sod around the pine tree in the backyard and instead square that off. The customer also requested that we remove soil from an old flower bed that was built against the fence on the Northwest side of the backyard. This had not been part of the discussed work, but the customer insisted it be removed for the “integrity of the new grass”. There were no concerns about this flower bed when the estimate was initially done, but the timbers that were supporting the soil had been removed by the customer; leaving the soil and materials inside unsupported. We obliged in good faith and removed that at no additional charge. We did mention to the customer that the soil from the planting bed was likely helping support the fence on the North side. 
  
  Once the Sales Representative left the site, the customer asked the crew to rake up and remove mulch on the North side of the property. This also had not been discussed and was not included in the quote. When informed, we told the customer we can remove the mulch but there would be an additional charge for that. The customer then declined. 
  
  While we provide an estimated timeline for completing a job, the total amount of time it takes can vary with each job, and as a result, we do not charge for labor by the hour, but rather by the job. The customer had hired a 3rdparty irrigation technician to adjust the sprinkler heads after we were done. This should all be done before the sod is laid and we accept no responsibility for the additional expense the customer incurred due to the irrigation technician having to wait for our crew to be finish. 
  
  As we were finishing the work, the customer called us to complement us on the work we had done. Going as far as to say that we should use it for our social media advertising. We thanked them for the complement and were happy to hear that things were going well. After the crew finished laying the sod, we asked the customer what we should do with the leftover sod rolls. After speaking with the customer, the customer stated the crew could lay the sod rolls in an area in the front yard. The customer also added that “it doesn’t matter if it lives or dies.” and the crew laid it down. We will note, this area was not prepared for sod to be laid, meaning it was not tilled nor was the soil amended. 
  
  About an hour later, we received a cryptic text from the customer saying “Call me. Kinda mad”. We called back but the customer did not answer. When we did not receive a call back, we assumed whatever issue had been resolved. 
  
  On June 24th, a text was received that read: “Aren’t you curious why I called after hours yesterday?”.  We promptly called the customer back to address the concerns. It was at this point that the customer made casually racist comments about “feeling white privilege” in telling the crew what to do. (Our crew is predominantly Hispanic) and how they even “offered them water despite being mad”. While we were taken aback by this, their concerns regarding the cleanup of the job as well as the installation of the sod rolls in an area of the front yard were listened to. (It’s also important to note that the customer did not have any issues in trying to get the crew to do additional work that was not discussed or paid for, like removing the mulch.) We told the customer that we would be there to look at the job and go over things to make sure we get things corrected. 
  
  Once we arrived on June 24th, we took pictures (the fence was still standing) and the areas where we installed sod looked great. We picked up 2 plastic water bottles the crew had left behind and cleaned up some of the leftover compost that was still in the gutter between the street and the sidewalk in front of the customers home. We then spoke with the customer about their concerns. They mentioned that the area in the front yard to the South side of the driveway was laid about 6” past where it should have been. We said we would be happy to fix that. They also mentioned that they did not want the additional sod rolls that were leftover that we had laid. Again, that was something we were happy to address and correct. However, at this point the customer became confrontational. They proceeded to make sexist remarks saying how it was “such a guy thing to deflect” and how they should not even have to be outside addressing these concerns. Our Sales Representative responded that they would be happy to come back at another time if this time did not work. The customer said they just wanted the sod cut back to what they had discussed, and we responded in the affirmative; that we could do that. The customer then began shouting at out our Sales Representative and asking him: “Are we speaking the same language?” This was offensive, as our Sales Representative’s native language is Spanish. After being yelled at, our Sales Representative proceeded to leave as this was no longer a productive conversation and had moved from resolving the customers concerns to personal attacks. We do not stand for this type of treatment of our employees. As he was leaving the customer shouted: “I knew you couldn’t handle it, I knew I would have to talk to your boss!”. This is perceived as confrontational. 
  
  The customer then proceeded to charge back the entire cost of the job on both credit cards that were used. The charge back was submitted on June 24th. After the credit card companies reviewed Turf Master’s response to the charge back, they proceeded to process payment to Turf Master. 
  
  The night of the 24th into the 25th of June, there were strong wind gusts and this is likely what caused the fence to fall over. The wind, coupled with the soil from the planting bed we removed (upon the customer’s request), likely was the final straw for the structural integrity of the fence. We have done hundreds of jobs and have never had a fence fall over. 
  
  To conclude, Turf Master did what we were paid to do. We tried to address and resolve the concerns of the customer. We completed the work and consider the matter closed. We have a long track record of happy customers and pride ourselves on our service and work. It is unfortunate that this is the way it ended. 
  

  
  

   

  Customer Answer

  Date: 09/14/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:

  
  

  None of what they are saying about raking leaves or around a pine tree etc, is true. They are stating political rants, like, "FAKE NEWS" to us in public on reviews which is highly unprofessional.

  
  

  We did in fact, dispute the charges and we were successful on one of the cards since they agreed with our evidence that the sod was not laid correctly, over grass, etc and the case is now closed. They ordered way too much sod, I walked the yard front and back 4-6 times at a minimum to show him where the sod would be laid. From the FIRST day, there were no changes, they did not lay it correctly, around the mailbox, along the sides of the driveway etc. The salesperson should have recorded our conversation, or drew a diagram, since now it is a game of back and forth. They may know how to grow grass, but they don't know how to install or treat customers with respect.

  
  

  This complaint stands, as they are ridiculing us online on public forums. We have emails, texts, and photos of our treatment from this business. I have never had to file a complaint with the BBB before working with this company. 
  
  
  
  Regards,
  
  
  
  ****** *********

  Business Response

  Date: 09/22/2022

  Good morning Clay, 
  Attached is our final response to this dispute. Please let me know if you need anything else. 
  Thank you!
  Frank Z*****,
  Turf Master Sod Farm
  --- --- --- --- ---

  You received a beautiful new lawn based on the credit card company crediting you back the full
  amount of the transaction(s). You ended up not having to pay for any of the labor, compost,
  sod or material removal/disposal due to the credit card company crediting that back to you.
  
  Turf Master LLC