Complaints

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

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  Real Turf Solutions

  Valrico, FL 33596-6302

• 

  Real Turf Solutions

  4335 Holden Rd Lakeland, FL 33811-2852

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:01/15/2025

  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.

  This company has been treating my lawn through the year of 2024 and my lawn has continued to get worse. Each time I called it to their attention that my lawn was looking worse they would tell me they were going to treat it one way or the other but instead of it getting better it kept getting worse. I have lost a lot of grass and when I would try to tell them something was wrong with my lawn they sometimes would offer to have a manager come out but they would either take forever to come out or I would not hear back from them. In November they treated my lawn when I was out of town and they are trying to charge me even though my lawn looks absolutely horrible. I've tried to talk to them about it and even offered to let them come out as a learning situation for their own company so they could make it right and know how to treat others lawns more effectively. They are trying to charge me $160 for a treatment that only made things worse. I've already paid them $1,310 this last year for absolutely nothing because my lawn looks way worse than it did when they first started treating it.

• Initial Complaint

  Date:06/28/2024

  Type:Billing 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.

  This conmpany served our yard for years. During which time we asked them to repeatedly spray for crab grass and was told thats what they were doing. After a years of contacting them about this issue and kept getting promises, they let my yard go and now we have costly repairs need. That of which was brought to their attention and was told by the manager he would take care of the issue. As of now they have turned our account into collections. That of which we were told by the manager that visited the damage in my yard would not be owed.

  Business Response

  Date: 07/22/2024

  This response was taken verbally by BBB:

  The customer was never told he would not owe the bill. Crab grass is a wild, invasive grass. It can be controlled, but not eliminated completely. The customer wanted the area of crab grass that was treated to be resodded. That is his responsibility as we treated the crab grass appropriately. We did offer to the customer to replace the sod or provide free services if he continued with us but he choose not to do so as he wanted us to both replace the sod and provide free services.

• Initial Complaint

  Date:05/16/2023

  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.

  This company has been serving my yard for over quite sometime now. for the last 8 months I have been telling them that the sod is getting brow spots an dying. the owner implied that I have been putting some kind of additional fertilizer and that that is the reason is dying. I told him that don't apply anything that that is the reason why I hired a company. They are refusing to correct the issue now he told me he was going to cancel my service. I don't want to cancel until they fix the issue. I was doing business with them because my someone that I knw suggested them but the service and the way the owner have spoken to me is unacceptable. they have made me change the sprinkler system, told me to add sand and now they are telling I need to buy sod, if I was paying them to keep it and they allowed it to get this bad they are now responsible to fix it. I have also noticed that the cards they give out have a website that does now exist. Would you please help me.

  Business Response

  Date: 05/17/2023

  We have done everything in our power to go above and beyond for this property. We have kept in communication the from the very start of the home owners complaint and have text messages between the homeowner and ************** to prove it. The homeowner even praised how great the technician was on handling the situation and how attentive he was. Manager and even the owners were also brought into the loop and went out to the property to see what could be done to help out.
  The issue going on at the property is to no fault of our company and completely outside of our control measures. We service many homes directly around the property and even more throughout the community and not a single one is experiencing the issue as seen in above pictures.

  When management was called out to look at the property we did notice a decline of the turf. During our inspection we found foreign blue granular pearls which is not present in the fertilizers that we apply to our turf grasses which shows that this product did NOT come from us. We asked the homeowner if she had any idea where this product had come from and immediately got upset with us for doing so. We tried our best to explain and show the homeowner that none of the surrounding yards that we service at the same exact time and with the same exact technicians are having anything close to the same issues they are experiencing. She agreed that all of our other yards look great and that this was only an issue on their property. We told the homeowner that we were willing to do everything in our power to help recover this yard and even went above our duty and purchased and applied a soil amendment top dressing at no extra charge and even applied sand that the homeowner had purchased. We also told the homeowner that we would follow up on the property every 2-3 weeks to try and monitor and stay on top of what's going on but because this isn't a bug or disease issue there wasn't much we can do on a chemical side. 

  In our professional opinion someone has ************* bought products that have a high pre-emergent herbicide included in it. This type of product will cause the chlorotic yellowing that you can see in the photos and eventually death to the turf itself and not allow the ********************** stolons to root themselves into the soil which is what is going on at this property. There is nothing that Real Turf Solutions purchases that would cause this type of damage to turf. We service over ***** customers in Hillsborough county and very careful what products we purchase and allow in our warehouses for our technicians to use. We have had experiences in the past where homeowners have ******************* bought "weed and feeds" that has caused this identical damage **************** hired on it took months to be able to get the grass to recover. Many homeowners who try to take care of their own grass in ******* have dealt with this issue before and is extremely common. 

  At no time has Real Turf Solutions NOT responded to the homeowners concerns and we've tried to do everything in our power to help the situation. Homeowner has harassed **************, office staff, and even the owners of the company stating that we have killed their yard and are doing nothing about it. We've tried multiple times to explain to the homeowner whats going on at the property and what we can try to do to help out but we are over talked and told we are wrong every time. Homeowner will not allow us to speak and does not want to hear anything we have to say and we even tried to ask if they would like to cancel the service at this time (not that we were canceling the account) but continued to talk over us. We are a pay as you go service with absolutely no contracts or service agreements and If a client is not happy with our services for any reason we will always do our best to correct the issue but if we cant there is nothing binding anyone to our service and can cancel at anytime.

  We are extremely sorry we were not able to meet customer satisfaction but we strongly feel that we have done everything and anything we possibly could to help and rectify the issue.

  As far as our website, we have paid to have one designed and hosted but unfortunately the vendor took our money and gave us NO results. It is something we are working on but being very skeptical about so we dont waste funds again. We do have a ******** page available for clients to directly message ** on as well as 3 office staff members that answer phone calls Monday-Friday between 6:00am-3:00pm. If any of our clients are experiencing any issues we always encourage to please reach out to us and let us know. 

   

   

   

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20066211
  
  I am rejecting this response because:

  
  Sincerely,
  
  ***** Claveria1st of all I have not harassed anyone in this company.  I called the office and told the lady that I needed upper management to call me asap, they were not responding to my request of looking into may lawn.  I even told the lady that answer that I was frustrated because it had been too long and I didnt see any results on the yard and the I have done everything they asked me to do, add sand, add sod, change sprinkler head, I even asked the company that cuts the grass to use my lawnmower because I was told by one of their technicians that it could be a fungus that got into my lawn because the same lawnmower was being used to cut other yards.   Last time I spoke the two technicians I did tell the older gentleman that I did not appreciate the way he was accusing me saying that I was adding chemical to my yard, and he was the one who raised his voice at me.  He got even madder when I told him that it did not make sense to accused me of that when I was paying them to take care of my yard and I was not going to add anything because I didnt know about lawn and that was why I had them do it for me. 
  It is interested to see what he is saying about the website because when I spoke to the lady at the office, I told her about the website and she said they had one but no longer had it, and proceeded to tell her that the website was on the card and that was misleading.
  I request that they replace with new sod the areas where there is not sod.  If they would have pay attention to this yard from the get-go this would have not had happened, but they decided not to.    If you look at the pictures this is something that has taken a while and now that they dont know what to do is easy for them to say we will cancel. Those were the exact word that the older gentleman told me on a harsh way, and they hang up the phone on me.
  Please look at the pictures and tell me if you would not be aggravated to see your yard that way, especially whey you are paying for a service to keep your yard green . They advertised themselves as ad the Real Turf Solutions. 
  In regard to them saying that my yard being the only one, that is a lie, because they themselves told me the last time they were her that they had other house down the street of my that they had the same issue, but it was getting better.
  The only solution at this time is to replace the sod.
  Thank you.