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

  1100 Business Parkway, Suite 115 Richardson, TX 75081

• 

  Tough Turtle Turf

  9685 Via Excelencia Ste 112 San Diego, CA 92126

• 

  Tough Turtle Turf

  11225 N 28th Dr Ste D101 Phoenix, AZ 85029

• 

  Tough Turtle Turf

  3555 Voyager St #202 Torrance, CA 90503

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:03/16/2023

  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.

  Tough Turtle Turf warranty is faulty. Tough Turtle Turf has been sent repair requests and followed up by calling but never call back to make an appointment to come out for repairs. The first and second repair was turf lifting/ mushrooms growing under the turf. Repaired first time within 2wks, the 2nd time I had to call the manager it took months before someone came out to do nothing. Now, I have weeds growing out of the center the Turf put in a request, called several times, no one has ever called back or came out as they continue to promise. Please assist with resolution for repairs or refund

  Business Response

  Date: 03/17/2023

  ********,

   

  Weeds are not covered under our warranty. It states in your signed contract, along with in our warranty, that weeds are not covered under our warranty. I apologize for any frustration this causes, however we do include it multiple times so that people are aware.

• Initial Complaint

  Date:03/15/2023

  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.

  On 11/20/22 a design consultant from Tough Turtle Turf gave us an estimate on a large backyard project. He quoted us a price of $11.00 per square foot for artificial turf including installation, taxes, etc. He did a ballpark estimate for the complete project. He said a more accurate estimate would be done by a manager, but we needed to give him a downpayment of 10% in order to get on their schedule. He told us we could set up a financing plan through GreenSky with no payment, no interest for 18 months, and that the $2,081.00 deposit could be charged to that account. On 12/2/22, the production manager came out to do an accurate measurement and estimate. During the entire month of December, we made numerous phone calls, texts and emails to the production manager, design consultant and scheduler. We asked for a detailed breakdown of the pricing, measurements, and a diagram. We also asked about the schedule. Please refer to the attached documentation. We were also told that the ******* office was handling our changes. We called the number for the ******* office that is listed on the internet, and was told that there is no *************** all calls are handled in *********. Then, upon receiving our first statement from ********, we found that the financing plan that was set up required monthly payments. We spent the next few weeks trying to get the payment plan changed through TTT (began working with the Sales Manager) which never happened. In the meantime, we were sent a new contract to sign. We refused to sign it for several reasons- we did not agree with the pricing, which was different than we were originally told; they hadn't change the payment plan; and after waiting almost two months, we still were not on the schedule. We have made attempts to request our deposit back, both directly with TTT, and through GreenSky, to no avail. TTT did not follow through with their promises, and we want our deposit returned to our GreenSky Account.

  Business Response

  Date: 03/15/2023

  
  *****,
  I do see your contract was signed with us 11/21/2022. Our cancellation period is 3 days - at no point within 3 days did you reach out to cancel your project. When it comes to your Greensky account, you cannot change it without re-applying, which would mean ******** would have to run your credit again. They cannot change your plan, as you applied to a specific plan with them. We did email ** a copy of the contract, with the diagram included, and I can see that he viewed and signed it from your IP address.
  
  At this time, our management does reconfirm that we are unable to refund your deposit to you as you are outside of the cancellation period.

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19599941
  
  I am rejecting this response because:

  Unfortunately, 3 days was not enough time to determine that Tough Turtle Turf was not going to fulfill their part of the contract.  You received our deposit in good faith that you would follow through with scheduling our project.  Not only was it not scheduled, but for several weeks we made numerous attempts to clarifying the pricing, which was not what we were originally told by your sales person. As far as the payment plan, we were told by the sales person that it would be a no payment, no interest loan.  That was not true. Then when our issue was turned over to the sales manager, we were told that changing the plan would be an "easy fix".  At no time did anyone from TTT or GreenSky tell us that we would have to reapply for the right loan. 

  $2100 is a lot of money for seniors on a fixed income to pay for a project that never happened.  Please do the right thing, and at least be willing to negotiate.

  Sincerely,
  

  
  *******************

  Business Response

  Date: 03/17/2023

  *****,

   

  You state that you were not told exact pricing - however, your contract was signed by your IP address, with **'s name and email attached. Our pricing was included in the signed contract, which indicates that exact pricing was provided during the signing. 

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19599941
  
  I am rejecting this response because:
  

  When ****** did the initial consultation for the backyard project, he gave us a verbal price for the turf.  Then, when he did the measurements, he came up with what he told us was a "ballpark" figure.  He did not give us an explanation of how he came up with that amount.  He said that this was just to get the ball rolling, and that the real estimate was to be done by a manager, which he said would be more accurate, and would likely be less money.  He said that our "accurate" estimate could not be scheduled until we gave him 10% down.  We had no choice but to sign the original contract if we wanted to get the "real estimate" scheduled.  Then, after weeks of trying to find out what the "real estimate" and what the breakdown and measurements were, a new contract was issued to us, which we did not sign.  We told both ****** and ***** that we would not sign it until the payment plan was changed, as we were promised.  And again, we could not even reach ***** to schedule the project.  We left several messages with no response.  In fact, anytime we tried calling anyone at TTT, we got an automated message stating "this mail box is full".  The fact that we had to sign the initial contract and put money down before we had the "accurate" estimate done, in hindsight is a horrible business practice.  And the fact that the financing was not as promised and the project never scheduled are just a couple of the reasons I am rejecting this response.  

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

  Business Response

  Date: 03/23/2023

  *****,

  
  Again, you state that you were not told exact pricing - however, your contract was signed by your IP address, with **'s name and email attached, with the exact price and cost breakdown clearly outlined on it. Our pricing was included in the signed contract, which indicates that exact pricing was provided during the signing. We would not have been able to take the 10% deposit until after that contract was signed, therefore, the deposit could've only been taken once you were aware of the total cost.

  
  

• Initial Complaint

  Date:03/13/2023

  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.

  The turf company did finish the job however there is white lines on the turf despite indicating that someone will come nobody had come. They want final payment but I believe the work is not complete at all.

  Business Response

  Date: 03/13/2023

  ****,

   

  I am aware that ****, our production manager, did previously advise it would take a few weeks for us to come back out, and that he is currently working with you to get this resolved. At this time, all we want is to resolve this for you. If you have any concerns in the meantime, please don't hesitate to reach us at ****************************************************************** and we'd be more than happy to help.

  Customer Answer

  Date: 03/14/2023

   
  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:02/24/2023

  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.

  Date of transaction: - May 11, 2022 Amount of money paid to the business:- $5816.00 What the business committed to provide you: - To install an artificial turf and mulch What the nature of the dispute is: - The artificial turf installed is not properly draining the water with the recent rain. And thus creating a flood in my concrete yard and the water eventually goes to my garage.Whether or not the business has tried to resolve the problem: - I filed a claim/complaint on December 12, 2022, however, Tough Turtle Turf never responded to my complaint.Resolution required:- It is obvious that Tough Turtle Turf didn't want to resolve this issue because they never once responded to my complaint. They acknowledged getting my complaint, but they never once contacted me to resolve the problem. Therefore, i want to partially get the money back that i paid them in order for me to hire another company to resolve the problem. I have attached a word document of the timeline of the project, the timeline of when i filed my complaint and when the problem started.

  Business Response

  Date: 02/28/2023

  ******,

   

  First, I do want to assure you that we do want to assist you in resolving your service request. Unfortunately, during the time you submitted the request, we did have some issues internally regarding our system, and I am sorry that your request was missed in that. I have alerted our service department and someone will be reaching out to you ASAP regarding this. In the meantime, please feel free to reach me at ******************************************************************

• Initial Complaint

  Date:02/09/2023

  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.

  On 11/11/2022, Design Specialist ********************************* approach us about installing artificial grass. My wife and I were interested, but advised ******* that we were unsure if we could commit due to our HOA. ******* assured us that it wouldn't be a problem. I noticed the three right to cancel and he advised that if we couldn't get approval through our HOA that we would be able to get back our deposit of $640. Sadly, we are unable to get approval through our HOA because our neighbors will not agree to it. I advised Tough Turtle of this and they are refusing to return our deposit.

  Business Response

  Date: 02/16/2023

  *******,

   

  I am sorry to hear you were frustrated with the response by our team. It is our policy that if you submit for HOA approval and are denied, once we are given a copy of the denial, we will refund your deposit in full. In the case that there is no HOA denial, our 3 day cancellation policy still stands. 

• Initial Complaint

  Date:01/06/2023

  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.

  In September we signed up with Tough Turtle. My ***************** had been high and we had issues with the irrigation. We agreed with the sales person to install: pavers, turf, and fix the irrigation. Once we paid there were struggles with scheduling and getting the job completed timely and accurately. We still have an irrigation leak. I went to them in December to get this looked at. ***** came to my house for 2 minutes on Tuesday 1/3 - he did the work on my yard, and after 2 minutes determined it wasnt his work. I got an email from ***** on 1/5 saying its not covered by the warranty. ***** is the manager who is not communicative and struggled with getting my job completed originally. I called into Tough Turtle to speak with someone. They took my information and I got an email from *********************, the ** saying they would not cover anything under warranty.I want a thorough job in investigating the leak as it clearly is coming from under my pavers and their work.

  Business Response

  Date: 01/06/2023

  *******, 

   

  When our crew leader went out to assess your leak, they did report that the leak at your home is occurring in the backyard. As we only completed work in your front yard, we could not have caused a leak in your backyard.

   

  If you are experiencing a leak in your front yard, please fill out a service request here: ****************************************************** specifying that there is a leak in your front yard where we installed material and we can have someone come out again to assess it.

• Initial Complaint

  Date:12/22/2022

  Type:Product 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 contracted with this company on 9-26-2022 to install artificial turf and to remove existing rock (white) and replace it with colored stone. The work was done on 10-28-2022. Immediately I saw that the rock I requested was not what was installed. I informed the workers of this, however they had already finished that part of the job and did not know what to do. I immediately contacted the sales person via text, he advised he would come by to check it out. Eventually he arrived, long after the workers had left, and he noted my concern and we discussed that I had approved the picture he sent (a medium colored stone) similar to ******* rock. The item installed was gravel size and gray in color. The following Monday, Oct. 30th, the regional representative arrived at my residence to assess the job done. I expressed to him my concern and dissatisfaction with the rock replacement. He assured me he would look into it. I received a statement with balance due on 11-8-22. I immediately responded to the email and advised her that I am more than willing to pay the balance, but no resolution has been made to the error of the rock issue. She responded on the same day and advised she will get back in touch with me once she finds out the status of the problem. On 11-16-22, I was advised to go through the warranty process and to submit pictures. I explained to them this is not a warranty issue. On 11-28-22 I received a 20 day preliminary notice advising there would be a lien place on my residence for the remaining balance. I called the company immediately and paid the majority of the balance (all but $805.00, which is what the rock job portion cost). Thus far I have paid $8000.00. I have called the company numerous times ony to get the runaround. I have contacted the sales rep and the regional rep, to no avail. This company has refused to correct their wrong doing and have not contacted me for any type of resolution.

  Business Response

  Date: 01/03/2023

  *******, 

   

  While I do understand you are frustrated, I do want to clarify that per your signed contract, we ordered and installed the correct rock that was ordered. While I understand you are not content with the rock sizing, it is what was ordered on your contract. At this time, I have communicated this matter to our service department, and I know one of our service members has reached out to you. They will assist you with this further.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18625253
  
  I am rejecting this response because:

  The rock was not what your representative,  *****, said he was ordering and what I approved.  The problem may be that he did not specify the size in the contract (the picture he sent me and I approved). I am not the expert on how the contract should be written,  he is. I did not approve gravel size rock. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/18/2023

  *******,

   

  This matter is being assessed by our service and warranty department, and *****, who has already been in contact with you in the past, will be assisting you on this matter. 

  Customer Answer

  Date: 01/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, if in fact they intend to correct the problem, is satisfactory to me. I do not accept if they do not replace the rock with the correct size rock. This response by them is vague, no resolution offered yet.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/22/2023

  *******, 

  I apologize for the inconvenience, however, it is our internal policy that we cannot provide additional work without payment first. We do understand you have stated you will pay once it is complete, but it does go against our policy. Our management did confirm that if you were willing to pay half up front and half later, we would be willing to move forward with the work. Please let our accounting department know if you are able to make the first half of the payment and then we can schedule the work. 

  Customer Answer

  Date: 02/23/2023

   
  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. Although, I would like to add that I am sure the policy is that the final payment be made after the job is completed. In my opinion, this is not "additional work", this is work that they failed to do originally, correctly. I would like to note that this option was not provided me last week when they called and advised I had to pay the complete balance of $805. in order for them to do the job. I suspect, ater I pay the half, that they still won't do the job in a timely manner, but reluctantly will attempt  to keep this moving forward on my end. I would like this complaint to remain open and to have the ability to pursue the complaint if this is not resolved in a timely manner. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/10/2022

  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.

  Tough Turtle Turf did not properly install my turf and refusing to honor their warranty. The team that installed my turf was not experienced enough to handle the project and did not use enough materials to complete the sub base properly. The severe wrinkling since install is a result of insufficient sub base and was not compacted properly. After several repair requests and incomplete work, they blamed my soil for the repeated wrinkling issues. I have photo and video proof that not enough sub layer was used. During one of my subsequent repairs, one of their contractors showed me sections across my yard where there was rock and soil where I should have sub layer. 3/30/21 - Paid deposit and signed the contract. Told this project would take 3-5 days to complete. 5/10/21 - Work began but workers only stayed onsite for 1-2 hours a day. 6/3/21 - After nearly a month of issues with their contractors not showing up, they finally got my yard to what they called "finished". 8/16/21 - Submitted my first request to rectify issues from install that were still unresolved. 11/3/21 - After months of getting my repair rescheduled, they finally sent out one of their repair teams to handle my claim submitted on 8/16/21.3/11/22 - Submitted another service request for help with wrinkling again. 7/03/22 - After months of not getting my repair scheduled, they finally sent out a different contractor to repair my turf. ****** responded to my request. He was very familiar with the issues from their other contractors and showed me where there was not enough sub base. He installed a new piece of turf for the green but said we'd have to add more sub base to the rest of the yard which never happened because TTT refused to honor my warranty. 9/17/2022 - Turf severely wrinkled again and I submitted another request. After weeks of waiting for response, on 9/30/22, the owner of TTT blamed my soil and refused to honor my warranty.

  Business Response

  Date: 06/21/2023

  ****,

   

  We only recently were forwarded your BBB complaint, but I understand you have been in contact with our team in that time. If you wish to discuss any further, please feel free to contact the team via email.

• Initial Complaint

  Date:12/05/2022

  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.

  Turf was installed as per agreementfailed to show for final review..had 3 major install problems of which they have fixed. With no less than 8 voice mails, 2 emails and two missed appointments to finish repairs, which they have failed to complete last failed appointment was for last Tuesdayno phone call.. when I reached the design **** ******* he said he would get back to me..no response as of today

  Business Response

  Date: 12/16/2022

  *******,

  I apologize for any delay in finalizing your project. I am looking into this matter now, and will request that my team updates you ASAP so that we can get this resolved. In the meantime, please feel free to contact us directly at ******************************************************************

• Initial Complaint

  Date:11/15/2022

  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.

  ****************** backyard landscaping @ new home w/TTT *Company lost install plans originally drawn up for home owner **** ***** Rep (****-fired/quit?)*Customer service-terrible! (******) gave owner attitude & run around trying to get 2nd walk thru. Original plans lost, but later the install crew chief (*****) "he followed original plans" (was lied to on many occasions) *2nd Walk thru completed. Changes to original plans. (level off back yard -rock install @ later ***** ******** added to the south wall from original deck and all the way back to the gate *Plans not followed, company req. install 2 days vs one b/c didn't follow the plans from 2nd walk-thru *Equipment (paver pallets) placed on neighbors property line. 2wks post-job to clean up *During 1st install, the pavers laid in extension to the original patio facing east, laid down w/ no concern for quality. Those pavers, (the large majority) are scarred, have mineralization, weathering and appear to be used or discarded pavers in lieu of new pavers that you would expect to get if you were paying thousands of dollars to have it installed *The backyard was never completely leveled out. It is clearly on the 2nd walk through. The install crew got the 2nd walk through plans for the 2nd day according to *********************** (person doing 2nd walk thru w/owner. *Owner notified- need for a step before gate due to leveling issue at gate. During install- 2nd day, not done. Instead gate lifted to avoid rub w/pavers. Never discussed with the owner. The holes never filled after gate was repositioned above original spot *During final walk-thru, home owner **** showed *********************** (turtle rep) quality of pavers used for extended patio. TTT rep concurred "it looks like shit". *Communication avoided by TTT. Home owner on multiple occasions trying to get this concluded. Home owner issued compromise: fix job or waive remaining balance; still no communication w/home owner!*Will be contacting ******************** today