Complaints

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

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  Tough Turtle Turf

  4625 Polaris Ave Ste 210 Las Vegas, NV 89103-5670

• 

  Tough Turtle Turf

  11225 N 28th Dr Ste D101 Phoenix, AZ 85029

• 

  Tough Turtle Turf

  3555 Voyager St #202 Torrance, CA 90503

• 

  Tough Turtle Turf

  1100 Business Parkway, Suite 115 Richardson, TX 75081

• 

  Tough Turtle Turf

  9685 Via Excelencia Ste 112 San Diego, CA 92126

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:02/20/2025

  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.

  THE DATE OF CONTRACT 7/26/2019 THE AMOUNT PAID WAS $8368.00 THE NATURE OF THE DISPUTE IS AS FOLLOWS: THE **** WAS NOT LAID PROPERLY. THE RESULT IS OBVIOUS SEAM DOWN THE MIDDLE AND A LARGE PATCH WORK APPLIED WHEN IT SHOULD HAVE BEEN CONTINUOUS SMOOTH FLOW OF THE ****. IN ADDITION, THE **** IS FADING. ******** AFTER INSTALLATION WE CONTACTED TOUGH TURTLE AND ONE INSTALLER AND PROJECT MANAGER CAME OUT BUT NOTHING HAPPENED. THEY TRIED TO IMPROVE THE ***** BUT IT FAILED, OBVIOUSLY THIS WAS A POOR INTALLATION. AFTER THE FAILED ATTEMPT WE NVER HEARD BACK FROM TOUGH TURTLE TURF. NEIGHBORS AND OTHER PERSONS WORKING ON OUR HOME HAVE COMMENTED" WHAT A LOUSY JOB" WE FINALLY HAD ENOUGH AND COULD NO LONGER LIVE WITH THIS POOR JOB. WALKING THE NEIGHBORHOOD, A LOT OF **** INSTALLATIONS WERE LOOKED AT AND NONE WAS A PIECE MILL INSTALLATION. THEY ALL FLOWED AS ONE PIECE. IT SHOULD BE NOTED THAT TOUGH **** DID OUR BACK YARD WITH NO ***** OR PATCHES. SMOOTH FLOW! (DIFFERENT INSTALLERS) SO I KNOW THEY CAN DO THE ***** YARD PROPERLY. WE WILL SETTLE FOR NO LESS THAN A PROPER INSTALLATION FREE FLOWING ****..OUR LAST E-MAIL DATED 2/11/25 WITH OUR COMPLAINT WAS NEVER ANSWERED.

• Initial Complaint

  Date:02/19/2025

  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.

  We purchased this artificial turf just shy of 3 yrs ago. March will be 3 yrs, Paid approx 10K for it. We inquired about it withstanding dogs. They assured us there would be no problem but if there was for any reason its under warranty for 3 years. I've tried over & over to contact this company at various #'s...***************** 950 3874, ************, **************************** Only ever getting it ringing over & over then to a recording to leave a message or press * to speak to a *** and when you hit the * it goes right back to the same recording. I searched and called day after day til finally a ***** from that last phone # called me back. i explained our situation and she informed me they closed that office but they do have people doing the warranties in our area. its an independent company they use. She said she would call back with a *********** but it may take a week or so. That was on Jan 15th. to date no one has called me. I've tried calling that last phone # and it just goes right to their recording where i left a message with my phone #. Then started calling the other #'s with the same recording. We would very much like for them to ***air it. It's become a hazard for my dogs. Please help us. you can contact me @ ************ or my wife ***** @ ************. Thank you for your time.

• Initial Complaint

  Date:02/12/2025

  Type:Sales and Advertising 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.

  In April of 2024 I had turf installed. I started noticing issues with the turf in October 2024. I was in contact with Tough Turtle Turf (TTT). I was working with ******* ********* from Tough Turtle Turf to get repairs. Tough Turtle Turf came out 10/29/2024 to measure the damaged turf and assess what may have caused the damages. Tough Turtle stated due to a neighbors window, that may have caused the damages and it could be fixed for an additional $300. The alleged window had a solar screen panel installed. I reached out to *** to schedule an installation date and informed them the damages had spread further and it would need to be remeasured. Due to the holidays there was a delay in someone coming out. ******* ********* was able to send someone to remeasure on 12/13/2024. On 12/17/2024 I sent an email asking for an update regarding the new proposal and no response. I called on 12/26/2024 and was informed ******* is no longer with the company and someone else would assist me. I called back on 12/27/2024 with an update on the quote and was informed ****** will be sending the new quote. I called repeatedly due to not receiving an email and a response. I sent **** ***** an email on 01/06/2025 requesting an update and mentioned Ive been attempting to get a response and the issue resolved for over 3 weeks. **** **** with *** contacted me on 01/08/2025 and stated he spoke to a higher up and someone will reach out to me. On 01/09/2025 **** texted me a messaged allegedly from the manager For, Diamond we are looking into being able to fix this but it may be a few weeks. He also informed the company is going through management changes and to follow up in 2 weeks. I contacted Tough Turtle Turf on 01/22/2025, 01/24/2025, 02/04/2025 and no response. I contacted **** again on 02/04/2025 and was informed the company had filed for bankruptcy and he was no longer with the company.

• Initial Complaint

  Date:02/06/2025

  Type:Product 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.

  We hired Tough Turtle in Oct'24 to install turf at our house. The work was conducted on December 12th and 13th and the final walkthrough occurred on December 16th. We paid the bill in full on or around December 19th. However, we then received a preliminary notice regarding a potential mechanics lien on our house on January 10th. This letter was from a Tough Turtle subcontractor (***************) who completed some of the work on behalf of Tough Turtle. Per his complaint, Tough Turtle owes him ~$4,000 and he has placed a mechanics lien on our house until he is paid. We have tried reaching out to a number of Tough Turtle representatives regarding this issue but they have avoided our calls and given a single vague email response saying they'll provide an update by Monday the 3rd at the latest. It is now the 5th and they haven't responded to further emails or provided an update. Given their lack of communications, we're unsure if it's being negotiated in the background or if the subcontractor is going to try to enforce his lien. Our only options appear to be either disputing the credit card bill and paying the subcontractor directly or hiring a lawyer to pursue Tough Turtle for damages.

• Initial Complaint

  Date:01/03/2025

  Type:Order 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.

  Tough Turtle Turf (TTT), representative *****, gave me an estimate and a discount to sign a contract under the understanding he needed to complete the job before July 27, 2024. He made a phone call to the corporation, to confirm. Upon a phone confirmation from *** to *****, I signed the contract. Few weeks later after I signed I received a call from *** to let me know they can do the job after July 27. I was told the company did not have the materials and it can only be done after July 27. I told them I expected them to get it done within the agreed time, I also asked to speak to a supervisor and I was denied of one. I asked for a call back from a supervisor but my request was denied and told she made this decision. On July 2nd I received an email, letting me know I had cancelled, to which I replied and never got a response nor I was told I was being charge $1,000. (see photo screen *********) On Sept 2024 I received a bill collection from ********, a finance company, TTT uses to finance projects. After disputing the charge, I was told I need to contact TTT directly (See letter attached). On Jan 2, 2025 at 1:16 PM I contacted *** and asked for a supervisor, which I was told there was none available, I asked for a direct number I must same number *************. I then contacted ***** via text, (see attachments *********). I'm asking you contact the sales person, employee by the name of ***** his contact information is ************ He told me that he spoke to his boss ******* ***** and was told I would be refunded. However, the office is Vegas have failed to credit the account with ********. In short, I am asking for *** to take accountably on failing to meet the deadline and instead for blaming me of canceling the contract and to remove all charges. Thank you

• Initial Complaint

  Date:11/21/2024

  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 am having a terrible experience with Tough Turtle Turf. Around 9 months after installation, I discovered a large sinkhole under the turf in an area I rarely walk on. I immediately contacted the company to address this under their warranty. They claimed the issue must be due to settling caused by prior work done before the turf installation. However, no such work was ever donethis dirt had been undisturbed for 20 years. In fact, we paid extra for Tough Turtle Turf to remove some of the dirt themselves during the installation process.I first reported this issue over 1.5 months ago and have been met with delays and excuses. Now, theyre offering to fix it for $300, claiming its not covered under their warranty. This has been an incredibly frustrating process, and they are clearly unwilling to stand by their work or honor their warranty commitments.I want them to honor their warranty that was strongly sold to me at time of sale and fix the sink hole obviously caused by their installation.

  Customer Answer

  Date: 11/21/2024

  Hello, 

  I am including both the warranty and the emails between myself and the tough turtle manager. *******. She had a ****** come out.. He did not say anything about the "settling". He said "I cannot make any promises, but I would ******* to have someone out in the next week or two to fix this". . ************** I needed to bring this to her attention within 90 days for this to be covered and that is now what is in their warranty at all.

  There are no trees, shrubs, etc. in the area. There had been no work done other than the turf install.. They removed dirt for the install, something I paid additional for. Other than that removal the dirt had been there over 20 years.

  Thank you!

  Business Response

  Date: 12/06/2024

  Hi ********

   

  I'm aware at this time that the repair has been completed. Please let us know if there is anything else we can assist you with! Our team is happy to help.

  Customer Answer

  Date: 12/09/2024

   
  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:03/26/2024

  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.

  I have called at least 6 times to resolve the problem with NO call back.

  Business Response

  Date: 03/26/2024

  *******,

  I do understand your frustration, however our service team has already explained to you that we do not cover weeds. This is stated not only in your warranty packet, but is also in your signed contract, and on our website. I am sorry this has inconvenienced you, but our team has communicated this matter to you.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21484955
  
  I am rejecting this response because:  I was very clear to ***** at Tough Turtle the reason for my purchasing turf.  Very clear I wanted something with NO effort at maintaining.  He advised that I would have to do NOTHING  but water it if the dogs peed on it a lot, which they don't.
  
  Sincerely,
  
  Rebeccca ****

  Business Response

  Date: 03/28/2024

  *******,

  I do understand, however turf, even with weeds, is very low maintenance. You do just need to spray it with weed killer. With that said, it is written in your legally binding contract that we do not cover weeds, as it is also included on your warranty and our website. 

• Initial Complaint

  Date:12/11/2023

  Type:Product 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.

  I had ***** from Tough Turtle Turf come out and give me a quote. Original quote was for $13k. They sent me to their finance company to get approved, I was only approved for $3k and I told ************ couldn't do it because I didn't have the money and didn't get approved for the $13k. I was going to look into a HELOC. They had someone else come out and remeasure and now quoted me $15k. I told him I was going to do it and he told me I had 6 months to move forward at this price of I changed my mind. I now recieved a bill from the finance company saying they charged $1000 deposit and I have to pay it. They charged it without my authorization. So they approve me for $3k and charge $1000, when the amount is $15k. They have done no work at all here,

  Business Response

  Date: 12/11/2023

  *****,

   

  As we've explained to you via email, you signed a legally binding contract that stated if you cancelled your contract any time outside of the 3 day cancellation period, you would not receive a refund. You cancelled your contract well outside of the cancellation policy of 3 days, and therefor, you did not receive a refund. This has nothing to do with the different amounts of quotes we provided you. You signed a contract, we charged your deposit based on that contract. You were not able to get additional funding, and we do understand that, however, again, your signed contract legally obligates you to pay the deposit if you cancel your project. This has been reconfirmed with our executive team. 

• Initial Complaint

  Date:11/06/2023

  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.

  I had Tough Turtle Turf come out and give me an estimate. I am an older single woman so always ask a lot of questions and rely on the company to be honest. When I received the estimate, they knew and saw the drains in my yard. It was never recommended to me that I have dirt removed from my yard. I had some difficulty with install and even held back financing until my issues were resolved. After install, I asked why they covered the drains in my backyard and was told by both the salesman ***** and the Construction manager that it was fine because that is how they always do it unless specifically requested not to. Well, I was not given this option and expressed my concerns with flooding and was told if there is a problem their install warranty was 3 years. Last year we had a lot of rain, and my patio was constantly flooding. We had rain again about a month ago and my patio started flooding. Photos are attached. I sent a warranty request, and they responded that I did not have drains installed or request dirt removal. I responded they covered my drains and the very least they could do was uncover them but received no response at all. Emails are attached.

  Business Response

  Date: 11/09/2023

  *****, 

  I do apologize for any frustration you've experienced in this process. I would like to look into this matter for you. We will, however, be closed over the weekend due to the holiday, so we will not be back in office until this upcoming Tuesday. Our team will review your submission, and make contact within the next 1-2 weeks. In the meantime, if you would be able to send any photos (as I can not open them here) to ********************************************************** we'd be happy to review those. 

  Customer Answer

  Date: 11/24/2023

  This complaint has NOT been resolved. I did receive an email stating they want to make an appointment with me to come and uncover my drains. When I responded to get the appointment they never responded back to make the appointment. 

  Business Response

  Date: 11/27/2023

  *****,

   

  Our team is authorized to uncover the drains. You asked for a response on 11/24, however our team was out of the office due to the holiday. Our team has only returned today, and are working on responding to all messages received while our office was closed last week. They likely have already contacted you to arrange this, and if not, will be reaching out shortly.

• Initial Complaint

  Date:10/10/2023

  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.

  We had our backyard redone in April 23, which included: removing dirt, adding gopher wire, adding base & DG, and finally adding turf (**** square feet). The main concerns that we had when accepting this job was no more holes in the ground (gophers) and better drainage away from the house. The sales person from this company told us not to worry about our concerns and this improvement would be exactly what we want. Fast forward 6 months later, we have dips and divots all over the yard and water is draining towards our house. I contacted the warranty department and after waiting 2 months for them to come look at my backyard, they told me that none of it was covered under warranty. They then said after I asked to speak with the warranty manager over and over again that they will charge us to fix the backyard. Eventually they agreed to only fix the divots and dips for free in writing and when it came time to do the fix them, they said they will not fix the whole yard but rather just a section of it.I have attached the entire conversation with the company via email and a video of water draining towards my house. We were promised to have our yard fixed, we spent $19,000, and all we have to show for it is a yard with drainage problems and dips that will cause mechanical injury to my 21 month old son and my puppy.Furthermore from speaking with the crew that came to partially repair my yard I have found out that most of the repair jobs done for Tough Turtle are caused by the Tough Turtle crews initially not using enough DG or cutting corners on compounds. I also found out that their jobs are sub contracted out as well, so they cant confirm quality of work. This company is taking advantage of people and charging tens of thousands of dollars on top of it. When looking at the negative reviews of this company it looks like I am not the only customer that had this problem and it seems that they are just as unresponsive or unwilling to take responsibility for their work.

  Customer Answer

  Date: 10/11/2023

  On top of the backyard being riddled in divots and dips and draining towards my house now, the brand-new fence we just put in this year 2023 as well for $17,000 is now bowing outwards because it looks like when they tried to repair just the section from my compliant filed, they are just causing more damage now to my fence. Please see attached picture.

  Business Response

  Date: 10/20/2023

  Please reach out to our service and warranty department at ********************************************************** to discuss any open service complaint.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20720420
  
  I am rejecting this response because: I have been reaching out the warranty department for months and from the email chain I have provided, they are unwilling to help me, to take responsibility for their work, or have someone with decision making ability to reach out with me. I have been asking for a resolution for months now. Please look at the email chain I have originally uploaded and you will see how this company just takes money and doesnt stand by their work.

  Sincerely,
  
  *********************************

  Business Response

  Date: 10/27/2023

  ********* ,

   

  I am able to see the email thread, and I can see that we have offered you a quote for drainage as drainage was not included in your original quote. You did not pay for drainage, therefor you did not receive it. Our team did decide the cost of drainage was ******, but we offered to go 50/50 with you on that so the cost to you would be 487.85 as a gesture of good faith. At this time, this is the offer we have made, and will continue to make, as you did not receive drainage as you did not pay it, but we are happy to split the cost with you.