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:08/25/2023

  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.

  In an attempt at water conservation, I installed artificial grass in the front yard with desert landscape. I have a water leak coming from the area that was supposed to be closed off, and an unusual amount of weeds in one of the seemed areas. I have called multiple times and sent emails with no response. I can't even get anyone to answer basic questions. I will likely need to do more artificial turf in the backyard and the product is fantastic-looks amazing in front. Very disappointed however with the lack of response, follow-up, and ability to have anyone call back.

  Business Response

  Date: 09/08/2023

  *******,

   

  I do apologize for any delay in a resolution. Weeds are not covered under our warranty, per your contract, however if you are experiencing a leak, please fill out a service request here: ****************************************************** or email ****************************************** to get assistance on the leak. If you have already done this, I will ask that someone from our team reaches out to you shortly.

• Initial Complaint

  Date:08/02/2023

  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.

  Installation was completed on February 9, 2022 throughout the year I noticed that there were dips in the turf throughout the yard. It continued to get worse and I issued a warranty claim on January 17, 2023. I spoke with numerous employees at Tough Turtle including the Vice President of Operations who refused to honor the warranty. Tough Turtle gave me me 2 choices. 1) Pay $650 to have it repaired 2) Void the warranty if I hired another company to repair it.After numerous emails and phone calls back and forth, I was forced to pay the $650. On May 20th, 2023, they sent a repair crew out. They did not inform me when the work was completed that day and did not go over the work. When I inspected the work, I noticed that the seams were visible, there were uneven areas along the seam and you could feel the nails. I rent my property and this is very unsafe and is also an eyesore.They refuse to come out unless I pay an ADDITIONAL $400.Below is a summary of the employees I spoke with at Tough Turtle:1. ********************* 2. ****** (original project manager that I never met or introduced until after the work was completed)3. ****** 4. ****** 5. ***** 6. ****** 7. ***** 8. ****** 9. ***** 10. ***** 11. ***** 12. ********************* 13. ********************************* 14. *************************** 15. ******************* 16. ****

   

  I had pavers installed on February 9, 2022. Since then, the pavers have shifted and the root cause has been determined that installation was not performed properly. There isn't any edging to support and hold the pavers in place. Because of this, they are shifting. I reached out to Tough Turtle and they refuse to fix it under warranty. They are trying to charge me $400 to fix their installation error. I have spent countless hours emailing them back and forth. They refuse to call even when requested and are slow to respond. I have been trying to get this resolved for months and they continue to make excuses.

  Business Response

  Date: 08/31/2023

  ****, 

  Our team has discussed this matter with you multiple times. Your yard has continued to settle, which is unrelated to Tough Turtle. I do apologize for any frustration this has caused you. We have offered to fix it for a partial amount, and at this time, our ownership team reconfirms that cost.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20408365
  
  I am rejecting this response because:
  

  Tough Turtle refuses to honor their warranty. The warranty states:

  Tough Turtle is not responsible for any settling that *** occur as a result of work done by others.

  All of the work was performed by Tough Turtle. They did not properly compact the soil and DG during installation.  I showed photos to the project manager during installation that the soil was loose and not compacted properly. They reassured me that I would not have issues down the road.  1 year later, there are compaction issues where there are dips and uneven areas.

  Tough Turtle refuses to honor their warranty as this should be covered. I even paid them $650 to fix it, but instead they created seems in the turf and did not properly secure the turf.  They refuse to come out and fix it and keep making excuses.

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

  Business Response

  Date: 09/11/2023

  ****,

   

  We do not cover settling of any kind under our warranty - settling that occurs naturally, or settling that occurs through work by others. In this situation, our team has outlined multiple times that as you have experienced multiple settling issues, it is unrelated to our work at your home. Now, at this time, we have offered for us to repair this work for a fee of $400. This is heavily discounted, as the fee is over *****. At this time, we are reconfirming that we are still making the offer for $400.

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20408365
  
  I am rejecting this response because:
  

  The warranty specifically states "Tough Turtle Turf is not responsible for any settling that *** occur as a result of work done by others."  All of the work was performed by TTT.  The settling was caused due to the improper install by TTT where the ground was not compacted properly.  I have texts and photos showing this at the time of install.

  On top of that, TTT forced me to already pay $650 because you wouldn't cover the settling.  I paid the $650, and during the repair, the crew created visible seams, you can feel the nails, and it is not flush.  TTT refuses to address these issues and is now saying they want an additional $400.

  Please honor your warranty and take responsibility for your work.

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

  Business Response

  Date: 10/06/2023

  ****,

   

  You have stated that during the previous repair the crew left "visible seams, you can feel the nails, and it is not flush." Our crew will be more than happy to repair those issues. the $400 is for the settling issue that we have discussed multiple times. 

• Initial Complaint

  Date:07/22/2023

  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 purchased turf and the salesman stated it was a lifetime warranty against anything as to why I should get turf as opposed to grass. I noticed my turf had burn marks I called and emailed to resolve the situation they stated it was because the blades were going one way and I explained this was not the case. The they sent someone out and they power brushed the turf it resolved absolutely none of my issue I emailed again they stated it was defective due to high traffic and or burn maintenance is from a vehicle window. I have explained I am a commuter and have company once a year on Thanksgiving. I leave at 4:45am and return at 9:30-10pm. There is no sun at those times and if in fact this were the case it is unreasonable to assume someone will never park I. Their driveway to avoid from burning turf. I am seeking a full refund as the retaining wall they installed collapsed due to them not securing the blocks. My son fell and scraped his chest.

  Business Response

  Date: 08/24/2023

  Shavay,
  
  I apologize for any frustration you've experienced in this time. In regards to the matting and *****, our turf manufacturer personally reviewed your claim multiple times, and ascertained that the matting was caused by high traffic in that specific area, and that there were ***** from a reflective surface. Reflective ***** can be caused by different types of sunlight hitting the reflection of something else, and it is stated in our contract we are not response for any ***** caused by reflective surfaces.

   

  However, in regards to the retaining wall, I am unsure if this matter has already been resolved - I am more than happy to send someone out to repair any issues with the retaining wall. I will get with my team to confirm the matter of the wall, and if it has not been repaired at this time, someone will be reaching out to you regarding it.

• Initial Complaint

  Date:07/11/2023

  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.

  Putting green was installed five months ago. There has been issues with sink holes after the installation. The company has come out on two occasions to fix this issue. Approximately two weeks ago, two more sink holes have appeared. I sent photos to the ****** Office to show them the issue. The company's response was, we'll come out again, yet we have to charge you over six hundred dollars to resolve the issue. The company has been paid already. This situation is an install issue that they need to resolve, so that the putting green can be utilized, without it being a safety issue.

  Business Response

  Date: 07/17/2023

  Hi *******,

   

  Thank you for reaching out. I do apologize for any confusion caused by this matter - our management team has confirmed we will move forward with repairing this issue free of charge to you, and you should see a response from our warranty team this week regarding scheduling. 

• Initial Complaint

  Date:07/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Flooding in my back yard due to improperly installing turf base grading base towards the house and foundation. No drain was ever recommended by the contractor and the land grading or leveling was done causing excessive amount of water to pool up and drain improperly.

  Business Response

  Date: 07/03/2023

  *******,

  I took a look at our system, and I do not see that you submitted a service request in regards to any issues with drainage or flooding. Please keep in mind, all requests must be submitted via service request online. You can submit it here: ******************************************************

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20260912
  
  I am rejecting this response because:
  The service request has been put in already and I have been trying to get the issue fixed but have had no success. *********************** and *********************** are both your points of contact. The service request was put in all the way back in April when the issue was addressed. It is now July 3rd and the issue has still not been resolved with the warranty department. Communication between both field contractors and warranty department is horrible no one has known what exactly is going on with my issue. Had to recently start the whole process over again because they fired my ********** technician and assigned me a new one Mr. *********************** which has not come to the conclusion to fix the issue.
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/05/2023

  *******, I have asked our service department to look into this and get back to you with an update.

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20260912
  
  I am rejecting this response because:

  I have been dealing with this simple process/matter for way too long. I have had to many tough turtle employees and managers say they would look into and nothing would get done. I would like a set answer and date by close of business tomorrow. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/06/2023

  *******, 

   

  While I understand your frustration, we cannot guarantee you an answer by the end of day tomorrow. One of our service members did already email you - at this time, you have not responded. Please respond to our service department if you would like to get this resolved, as we are awaiting your response. 

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20260912
  
  I am rejecting this response because:
  
  Your statement is invalid, we are currently waiting for your warranty department in ********** to respond to the emails that have been sent out to *********************** the new contractor that you put in place for the other one that you guys fired. Please touch base with him before stating anything else so you know what exactly is going on. 
  
  

  last email sent was from me waiting on your team for a response not myself proof your statement is invalid. Feel free to read the email.

   

  The un-leveling of the turf that is graded towards the house and foundation is what caused the flooding and improper drainage of rain water the fence has nothing todo with the issue. The initial picture you can clearly see it is not leveled properly which is improper Installation if properly leveled initially the water would have drained away from the house and foundation.  Clearly pictured below, you can see it is graded towards the house all I need done is re leveling due to improper initial installation and a drain put in which all was completed by tough turtle turf contractor team.

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

  Business Response

  Date: 07/06/2023

  *******,

   

  I think there may be some confusion - *********************** is not a contractor, he is a manager here at Tough Turtle Turf. Our service and warranty department works directly with ******, and will be the ones communicating with you. At this time, we have not received your response. 

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20260912
  
  I am rejecting this response because:
  
  I have not received any email from your warranty department. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/17/2023

  *******,

   

  As I stated previously, we sent you an email - which has not been responded to. Please respond to our correspondence to proceed with resolving this.

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20260912
  
  I am rejecting this response because:

  As I stated before I have responded to your email on 7/7/2023 to *********************** your head of the warranty department who I have been trying to get things figured out as of 4/7/2023 and he has been no help at all. Tough turtle turfs communication between departments is poor and he is a great example of it. 
  
  Sincerely,
  
  ***************************

• 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.

  The contract was was signed 4/2/2023 in the amount of $14,649 and was paid up front.Tough Turtle was to provide artificial turf in my backyard. A few years ago they installed around 1/3 of my yard so this was for the remaining part of the yard.They installed the wrong turf in color and in form (Pictures attached). The project manager came out the day of the installation and acknowledged that the turf was incorrect and that it would need to be fixed.I was told multiple times that someone would be calling me to schedule a crew to come reskin the yard with the right turf.They have been aware of the issue since 5/25/2023 and did not provide any options for resolution until 6/19/2023. The options they gave me were:1) Replace the old turf to match the newer turf at a cost to me of $3,529 2) Add pavers to separate the two types of turf for $1,000-$2,000 3) Leave it and they will give me $1,000 Essentially, they wanted me to pay them an additional amount of money to correct a mistake they acknowledged. Also, the company dropped of the turf and other installation materials in my front yard and it was there so long that I received a fine from the city. I first received a warning and told Tough Turtle to please come and move the material. They said they attempted to come move it but it was too heavy.

  Business Response

  Date: 06/23/2023

   

  *******, as we've communicated to you via email, you did receive the exact same turf as the first time - however, as you had installed 2 years ago, the turf color will not be exactly the same. I understand you have stated that we would contact you if we were using a different turf than you agreed to, and I can confirm we would have done so, however we did use the exact turf you requested and paid for. I will continue to communicate with you via email to work on a resolution. 

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20207321
  
  I am rejecting this response because:

  The material used did not align with what was communicated to me during the sales meeting and contract signing. 

  The ask was to install turf to the remaining portion of my yard that matched the old turf. I was told it would not be an issue to match.

  Even though the contract does not specifically mention that it would be an exact match, it is certainly an implied term based on the nature of the transaction. This is further shown by the messages exchanged between the employees at your **********, ** office and myself. I was apologized to for the issue, told you would make it right, and that I would be put on the schedule for a crew to come reskin the turf by both the sales team and project manager which proves we all believed it would be a match.

  The first thing I was told by your customer service team is that the old turf is just faded. However, your website says "Just like our toughness, our turf never fades, etc". 

  Then I continued to send more images showing the radical difference between the two materials and was told it is the same, just the manufacturing process has changed dramatically over 1.5 years.

  I had the initial turf installed in the first half of 2021 and another portion added at the end of 2021 without any issue. Even if the new turf is indeed the same type of turf installed in 2021, a reasonable person/third-party would never conclude that those are same types of turf. It is extremely noticeable and every person who has visited me has called it out.

  To be clear, at no point during our transaction or multiple interactions was it mentioned to me that the material would not resemble the old material. It should have been mentioned to me during the sales meeting (I was told the opposite), the initial walkthrough, during the install, etc.

  Again, my ask is to complete the work by reskinning the new turf to match the old turf. If this is not possible due to availability of materials or manufacturing changes, the old turf should be reskinned to match the newer turf.

  If this is not an option for any reason, I am asking for a full refund in order to have the install redone by another turf installation company.

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

  Business Response

  Date: 07/06/2023

  *******,

   

  Each batch of our turf is manufactured, and will be slightly different. Something we've determined over time is that a thinner blade offers more retention, as it is not as weighted down over time with traffic and usage. Again, your turf from two years ago cannot be perfectly matched. I understand your point that it's less about the color and more about the exact turf types, but it is the same turf type - but the manufacturing of it has evolved, and there are some differences in it. 
  
  
  As I've stated before, in my previous email, our ownership team is offering three different options: 
  
  
  Option 1: We can replace the older turf to match the newer turf. We can get a more similar match to the new turf, and replace the older turf at-cost for you, with a discount. The total replacement cost would be $4,259.20, but we are willing to give you a $2,000 credit, bringing that total to $2,259.20.
  
  Option 2: Our team could put together a quote for you for adding a rock/paver stepping stone pathway that would separate the old turf from the new, so you would not see such a difference in the two turfs as they would no longer be butting up against each other. I do not have exact cost on this yet, as I would need to consult our design team, but this would be a more cost effective option than the first option, as it would be in the $1,000 - $2,000 range.
  
  Option 3: Our team would be willing to offer a $1,000 discount, with no penalty on your warranty, and no changes made to the turf. I do understand you are paid in full, so this could either be written as a check mailed to you this week, or as a refund to the card on file.
  
  
  While we definitely understand your frustration, your contract did not state that we would perfectly match the newer turf to the older turf. The above options are what our ownership team have offered. 
  
  
  
  

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20207321
  
  I am rejecting this response because: 

  The options provided by the business have not changed.

  I am requesting the business either:

  1) Reskin the turf (Replace the old to match the new, or replace the new with a better matching blade type) as well as reimburse me for the fine I was assessed by the city in the amount of $286

  2) Return my payment in full ($14,649) as well as reimburse me for the fine I was assessed by the city in the amount of $286

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

  Business Response

  Date: 07/25/2023

  *******,

  Our offer remains the same, however, we are willing to add the reimbursement for the fine you received if you can provide us with documentation showing the fine.

   

  Option 1: We can replace the older turf to match the newer turf. We can get a more similar match to the new turf, and replace the older turf at-cost for you, with a discount. The total replacement cost would be $4,259.20, but we are willing to give you a $2,000 credit, bringing that total to $2,259.20.
  
  Option 2: Our team could put together a quote for you for adding a rock/paver stepping stone pathway that would separate the old turf from the new, so you would not see such a difference in the two turfs as they would no longer be butting up against each other. I do not have exact cost on this yet, as I would need to consult our design team, but this would be a more cost effective option than the first option, as it would be in the $1,000 - $2,000 range.
  
  Option 3: Our team would be willing to offer a $1,000 discount, with no penalty on your warranty, and no changes made to the turf. I do understand you are paid in full, so this could either be written as a check mailed to you this week, or as a refund to the card on file.
  
  

  All options do include the reimbursement for fine if you provide the documentation. 

• Initial Complaint

  Date:06/06/2023

  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 my lawn installed about 2 years ago it's supposed to have a 20-year warranty they came to service it but that did not help the lawn. the gentleman said that it needed to be replaced and I have not had anybody get back to me since.

  Business Response

  Date: 06/20/2023

  ******, 

   

  If you have not, please contact our service and warranty department at *********************************************************** Otherwise, I will have someone from our team reach out to you shortly to provide an update.

• Initial Complaint

  Date:05/25/2023

  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.

  On April 11/12 2020 I paid about $6,000 to Tough Turtle to install artificial turf in my front yard due to having to pull weeds at 70 yrs old. After they completed the installation they even posted a b/4 and after video of my yard on ********** ******** etc. etc. I was told I had a lifetime warranty on the Turf but barely 3 years later my yard is full of weeds for the 2nd time since the installation. My grandson helped me pull them up but This time there were so many weeds all over the yard, that my Son told me that I needed to contact Tough Turtle because weeds should not be growing all over my yard! So, I contacted Tough Turtle on March 23 & told them weeds were growing all over and I needed someone to come out and fix the problem. ***** sent me an email saying to upload pictures. I did upload them but He said he never received them so on April 18 I had their employee *** help me upload them and she said they went through. Weeks went by with no response so I started calling their office every single day & was told someone (***********************) would get back to be. May 1st still no response from them so I drove through heavy traffic to their office at ************************** and met ****** supervisor. She told me she would send someone out and *** came out on May 4, 2023 and inspected the whole patch of turf. He said he could see the ************* found many ************** with the ************************** of the Turf. Said he would file his report and I should be hearing from them in a few days. Well today is May 24th, Ive checked my email and there is nothing from ***** or Tough Turtle since April 25, b/4 the inspection by ***. I am appealing to you the BBB for help and I will also be filing a complaint with the ****** ****************** I would appreciate any help you can afford me on this ongoing issue of over 2 months very little communication no resolutions from Tough Turtle.

  Business Response

  Date: 06/21/2023

  ****, 

   

  I'm looking into this now and we will reach out with an update.

  Customer Answer

  Date: 08/16/2023

  This problem has not been resolved at all with Tuff Turtle. I have not had a single response from them since I filed the previous complaint. I would like to reopen this case and either have them fix this ongoing problem or refund my my $6,547 in full. I am sorry that I missed your deadline because I had been ill & was not checking them. Please respond

  Customer Answer

  Date: 08/30/2023

  I am 76 years old and I paid Tough Turtle $6000 to have this small patch of grass put in my front yard. I have a bad back & a knee replacement so I can no longer pull weeds. I complained in March, April and after driving to their office they sent someone out Im **** The guy who was sent to inspect my grass said that it wasnt installed correctly and thats why weeds were growing straight up the middle and all around the sides. I never heard from Tough Turtle again!

  Business Response

  Date: 09/22/2023

  ****,

  Weeds are not covered under our warranty. I am sorry that you have been frustrated with this process, but it is stated in our contract that weeds are not covered. I am, however, at this time willing to offer you a one time weed service, free of charge to you. This would be us spraying weed killer as a one time courtesy. If you wish to redeem this offer,  please let us know and we'd be happy to schedule it.

• Initial Complaint

  Date:05/04/2023

  Type:Order 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.

  Tough Turtle Decided to Destroy almost 90% if not more of my backyard during demo. They then decided they would walk off the job and demand more money and leave my backyard destroyed. They forced ** into signing a higher contract then originally anticipated putting ** in a very bad situation. I would like them to fix this as the required work they claimed was not needed and could have been completed still based on the original estimate. They are attempting to steal money from hardworking customers.

  Business Response

  Date: 05/04/2023

  As we've explained to you via email, upon prepping your yard, we realized the scope of work you had requested was far more difficult than had previously been understood, and that more work would be needed than originally agreed upon. We did provide you with a quote for that work, and that work was agreed upon, and your wife signed an additional contract for that work. We did complete the additional work per your request and signed contract. I do apologize if this process has frustrated you.
  
  

• Initial Complaint

  Date:04/03/2023

  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.

  The sales rep *********************** and lead installer (*****) both LIED about the turf being pet friendly and odor resistant. We specifically went with this company based upon representations made on their website, by their representative and lead installer of assurances to go with Turtle Turf because their turf is odor resistant and super pet friendly - WRONG.On the date of the final walk-through I even asked the lead installer about maintenance with respect to odor. He said to wash the turf once-twice a month and that the odor crystals were good for a year with our two dogs (one husky and one smaller pomsky). Less than two weeks after we had our backyard installed (two large areas) we could smell urine (more so on warm days). We immediately reached out to ***** who said to place a "service request" for assistance and to use simple green (we have washed and used simple green to no avail). Well, the response from Tough Turtle Turf's Warranty and Repairs specialist (*****************************) was for us to call another company to maintain the lawn -- WHAT?! I would maybe expect this type of response several years down the road, but literally less than a few weeks after installation of a brand new turf?? Clearly, they need to come out and fix their so called "specialized draining" system (as they advertise on their website), add more odor crystals, or SOMETHING to help fix this issue that should not be occurring so soon. Unfortunately, they have stopped responding to our request for some sort of resolution and instead ***************************** offered a "one-time chargeable service" of adding more deodorizing crystals for $380 after speaking with "management" regarding our issue.. We are speechless and absolutely disappointed with this company and their FALSE representations. Date of install: March 4, 2023 Date Warranty team first responded to our complaint: March 20, 2023 Total paid to this company for artificial turf: $7,490.40

  Business Response

  Date: 04/04/2023

  *******, 

  ******, our warranty and repair specialist, did respond with the offer for the chargeable service as instructed by the management team. It is stated clearly in our warranty that pet odor is not covered under our warranty.

  At this time, I have advised ****** to reach out again and offer that we would be willing to do a one time pet deodorizing treatment. This would mean that after this, you would need to continue to upkeep the turf on your own, and regularly spray with pet deodorizer to maintain it yourself. We do recommend ZEOFILL PE-51 Pet Odor Eliminator which can be found on Amazon. 

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19886914
  
  I am rejecting this response because: It does not resolve the issue and is inaccurate. 

  The warranty (enclosed) does not "clearly" state anything to that regard.  Additionally, we only reached out and submitted a ticket (which was sent to the warranty department) because your sales rep instructed us to when we brought up the issue of odor just two-weeks after installation. 

  In fact, this is not a warranty issue - the problem here is of misrepresentation made by your company. 

         1.  Your agent (sales representative *********************) represented to us that your turf is odor resistant and pet friendly.  We had specific concerns with odor because we have two dogs  - which your agent was made aware.  Your agent assured us that your company is different than other turf companies because, as he stated: there are several layers involved in the installation, that your company has a unique filtration/draining system and that there is a pet deodorizer that is used that would prevent any odors.  He made it a point to ease any concerns with had with odors.  In addition, your website clearly advertises the turf as "odor resistant and pet friendly".  Finally, representations were also made to this effect by your lead installer.   

        2.  Based upon these representations, we agreed to have turf installed by your company.  

        3.  Obviously, these representations were false.

        4.  We did not have any of the pet urine odors with our natural grass and have now suffered a loss of over $7k on the turf your company installed. 

   

  Business Response

  Date: 04/07/2023

  *******,

   

  Turf is low maintenance, but it does require some upkeep to keep it clean and smelling good. While we do understand your frustration, we have confirmed with our upper management that again, pet odor is not covered under our warranty, and at this time we are offering a one time service in an effort to assist you in maintaining your turf. I understand you have advised our team you do not want a one time service, but the offer remains should you change your mind. 

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19886914
  
  I am rejecting this response because:
  You have not addressed the issue of fraudulent misrepresentation. 

         1.  Your agent (sales representative *********************) represented to us that your turf is odor resistant and pet friendly.  We had specific concerns with odor because we have two dogs  - which your agent was made aware.  Your agent assured us that your company is different than other turf companies because, as he stated: there are several layers involved in the installation, that your company has a unique filtration/draining system and that there is a pet deodorizer that is used that would prevent any odors.  He made it a point to ease any concerns with had with odors.  Representations were also made to this effect by your lead installer.
  

   In addition, your website clearly advertises the turf as "odor resistant and pet friendly" AND that it eliminates odors.  (See images attached.)

        2.  Based upon these representations, we agreed to have turf installed by your company.  
  
        3.  Obviously, these representations were false.

        4.  We did not have any of the pet urine odors with our natural grass and have now suffered a loss of over $7k on the turf your company installed that we want refunded and made whole!

  Business Response

  Date: 04/10/2023

  *******,

  Our turf is great for pets and has proven to be more pet odor resistant than our competitors, however, our turf is still susceptible to pet odor.
  
  
  Pet odor is the manifestation of:
  1) A lack of maintenance.
  2) An excess of maintenance.
  3) How *********.
  4) Size of pets.
  5) Saturated areas (due to repetition.)
  
  We can also suggest that you hire a Turf maintenance company, as we are a turf installation company.
  
  Despite this issue not being covered under warranty we would like to offer a one time chargeable service. 
  
  This one time chargeable service would include any materials and labor for the crew. This would consist of them coming out and spreading more of our pet deodorizer and power brooming the entire turf. The total cost for this one time chargeable service would be $380. We are offering this one time service at no charge to you. This service will HELP to PREVENT pet odor but again there is no guarantee as the above bullet points explain there are many factors that play into pet odors. We have offered this to you via email, so please feel free to respond there if you would like to schedule it.
  
  
  

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19886914
  
  I am rejecting this response because:

  
  You have not addressed the issue of fraudulent misrepresentation. This is not an issue of maintenance -the smells arose LESS THAN 2 weeks after installation and we keep using odor spray and you say. Also,  your agents knew we have 2dogs (one small) and made the exact same representations below. You cannot now claim that your turf is susceptible to odors when that was not the representation made by your agents and on your website before we agreed to purchase!
  

  
         1.  Your agent (sales representative *********************) represented to us that your turf is odor resistant and pet friendly.  We had specific concerns with odor because we have two dogs  - which your agent was made aware.  Your agent assured us that your company is different than other turf companies because, as he stated: there are several layers involved in the installation, that your company has a unique filtration/draining system and that there is a pet deodorizer that is used that would prevent any odors.  He made it a point to ease any concerns with had with odors.  Representations were also made to this effect by your lead installer. 
  
   In addition, your website clearly advertises the turf as "odor resistant and pet friendly" AND that it eliminates odors.  (See images attached.)
        2.  Based upon these representations, we agreed to have turf installed by your company.  
  
        3.  Obviously, these representations were false.
        4.  We did not have any of the pet urine odors with our natural grass and have now suffered a loss of over $7k on the turf your company installed that we want refunded and made whole!

  Business Response

  Date: 04/11/2023

  *******,

   

  Again, we are offering to come out and do a one time treatment on the turf. We are willing to do this free of charge to you. Please feel free to respond via email to schedule that if you wish to move forward with it.