Business Profile

Landscape Contractors

Tough Turtle Turf

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

45 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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:11/01/2022
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 September 12, ************************************************** my backyard. Prior to the install date I had notified tough turtle and the project manager, **** that the square footage was going to be less than what was the original amount. On September 12, when they came out to do their job, I informed them once again and they told me that I would be receiving a credit anywhere from three to $350 based off the square footage. It has been about eight weeks and I keep getting the runaround from the company **** and ****** refuse to give me any insight on whats going on I informed the company two weeks prior to the inside of the square footage was less. At this point ****** who I believe is the finance manager is refusing to ************* or answer any of my questions because they do not want to give me a refund. I have emails from September 12, and from September 19 asking for updates with no information provided. I am looking to get compensated for the amount that they provide it to me.
Business Response
Date: 11/02/2022
While I understand you felt that you were given the runaround, and I apologize for any frustration caused, this was something we had to discuss internally with our higher **** I understand that the concrete installer did lay more concrete than expected, cutting into the turf area, but we wrote your contract for a specific amount of turf, regardless of any changes made outside of our organization. Typically, changing a contract does need to be done in advance, and it needs to be approved by our management team prior to the installation, but we did allow it in this case so your project would not be delayed. With that being said, we did need to reach out to our ownership team and confirm we were able to move ahead with the discount, which I was able to confirm for you.

The the refund was processed to your credit card yesterday, 11/1, and a receipt was sent over to you, but it may take **** business days for you to see it on your credit card statement.
Initial Complaint
Date:10/25/2022
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.
We had our turf installed in April of 2021. In August of 2022 the ground beneath our turf began to give way and there are large craters in my grass in several areas. I called the company and they told me to file a claim and someone would contact me within 2 weeks. A month came and went and no one responded. I called back in September and was told to file another claim and someone would get back to me in a couple weeks. Mid October and Ive got nothing from Tough Turtle turf. I called their officer and spoke to a representative who told me the crews were busy and she had to wait until they were free to fix my issue. There contract states they will repair any warranty issues (which this is) within 21 days. Clearly they cannot do that. At this point I would rather they remove the turf and refund me my 7k as the backyard is not suitable for my kids to play in without getting hurt.
Business Response
Date: 10/25/2022
****,

I am sorry to hear you're unhappy with your experience so far. While we definitely understand your frustration, I did confirm with our team that our crew will be there tomorrow to repair your concerns.
Initial Complaint
Date:10/24/2022
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.
I have contacted Tough Turtle Turf several times over the past 2 years via phone and email to fix the landscaping they did in my backyard. They have yet to fix the problem or get back to me at all. The ****** board sticks up and looks horrible. There are random nails sticking out which is dangerous. It's a mess and needs to be fixed.
Business Response
Date: 11/07/2022
******,

I apologize for any delays. I am looking into this now, and hope that our service department will have an update for you shortly.
Initial Complaint
Date:09/27/2022
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.
August, 2022 I paid them a little over $7,000 to take out my grass, put in fake grass, rock, drip irrigation system they said every 2 feet and leave me room for dirt for plants. I have contacted them many times regarding some issues Im having and nothing has been resolved yet.1. The drip irrigation system is every 4 feet instead of 2 2. They dug up my rose bushes which I did not authorize 3. They took my drift wood that I have had for about 20 years 4. They did not dig anything to give me room for dirt to plant my plants 5. The drip irrigation system is a complete joke whereas it is somehow tied in to the sprinkler system and requires 3 different places where I have to turn on in order for it to work and it barely works with no timing device
Business Response
Date: 10/26/2022
********,

I am sorry to hear you've been unhappy with your experience. I am aware that we did refund you some money for the removed rose bushes, once we were made aware the crew had accidentally removed them. If you are experiencing any issues with your drip line, please fill out a service request form here: https://toughturtleturf.com/resources/warranty/ and our team will come out to assess your concerns
Initial Complaint
Date:09/20/2022
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.
First I tried to call my salesperson but he ignored me. Then I called his manager and he did exactly the same thing. I decided to call the company directly roughly about a month after the job was done. I thought it was because it rained that the concrete looked like that but after a few weeks those stains that look like maps never went away. They had me take pictures and sent them an email so I did. Eventually after a month later nobody called me or nothing when I called back they told me that the person that was handling my problem was no longer with the company. I called again eventually they told me someone was going to go to my house after that person showed up big surprise it was the same guy that was in charged of the job. Ok I tried not to be rude and kept it easy he said he was going to get back to me. Eventually he did just to say that I knew there was a leek under the concrete and that It was me who ok'd construction. I told him that it was ridiculous that I would never approve such a thing. I asked him If he had something in writing that it was me that Ok'd the work that way? that was the day I never heard back from them and they never got to me until today's date. I called back infinite times it was always the same thing "they ignored my calls".
Business Response
Date: 10/04/2022
****,

Per our previous responses to you via email, we had already confirmed that our crew advised that you were aware of the leak beneath the concrete and approved for us to continue with the installation.
Business Response
Date: 11/10/2022
****,

While we definitely understand you are frustrated, we have attempted to explain several times that the stained concrete is due to a water leak beneath the concrete. That is something that is out of our hands, and is not covered under our warranty, as the leak was not caused by us and predated our work.
Initial Complaint
Date:08/09/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
6/16/22 ***** Design Consultant 4 Tough Turtle Tuff came by. I showed ***** a picture of 48x48 pavers w/strips of tuff between them. Told the 48x48 pavers were porcelain imported,very expensive &could not get them 4 me. He could give me 24x24 **************** I was given a price of $**** & he would have me financed.I requested samples he only had tuff w/him. I made my selection from the pictures that were sent 2 me. I noticed no gopher wire on contract. I was told that the gophers can't come through the pavers because they were too heavy. I researched on the internet 2 found gopher could travel 2 feet under the pavers & make them collapse so gopher wire should be placed around the perimeter of yard& not under. I called ***** asking who would be responsible if design damaged by gophers. He would get back to me after he consult w/manager. I was charged another $**** for gopher wire &warranty. The wire would be placed under & around my yard. ***** came by w/a new handwritten contract, $**** plus **** bring my total to $7732. No warranty written said not needed it comes w/wire. GreenSky financed me for the ****. I received emails from GreenSky the account has been charged $620 & $2480 total $3100 for material. 7/23 Work started 7/26 I tried 2stop workers/no wire around/not enough stones/not level/mostly gavel. I was calling the office, workers continue to work finished but I would not sign off on the job. ***** came by 2 days later to reviewed job. He was not happy & told me he would have not excepted the work in his yard. I'm thinking we're good. Last offer $550 for 15 stones at their cost,I refused. We've been back & forward.I block the account w/the advice of *********There's so much more 2 the story but not enough characters ***** ************** stopped Communicating. The workers dropped the receipt for my stones & gravel in my ******** have it $587.03He sent this to me w/side cut off to assure my stones were the right ones. Help me settle please w/no more charges.
Customer Answer
Date: 08/11/2022
***Document Attached***
I also sent this letter to GreenSky who financed the job.
See Attachment/File: 82B8DF20-16CF-4B34-81F8-3B59D9EE0547.jpeg
Business Response
Date: 08/12/2022
******,

I would love to further assist you with this matter. Unfortunately, I am unable to locate an account under this name. Can you please reach out to us via ********************************************************** or customer********************************************************** with your concerns and the name on your account so that we can better assist you?
Customer Answer
Date: 08/16/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they've been telling me they're going to handle it and they have not.They won't text or call me back. Will not send me details of what cost me *******. When the receipt the worker dropped in my garage was only ******. I can't locate the contract on line but this maybe my error. I sent you the hand written receipt sent online but that maybe my error. I had trouble locating this again because it was under Southern ****** ************************ kept looking for under BBB. Maybe GreenSky can assist the finance company. They sent them charges ****** for 10%. ******* merchandise. I Approved those charges w/GreenSky and block the others. I was told since I did not sign off on the job the worker would not get paid and I must be satisfied by words of *****. His offers have been for more money. I need to send you more pictures of this job. The job is terrible. I attached the handwritten receipt where I approved the gopher that I thought was on the original and did not get installed properly as I was charged .They made me pay another ******* for it. Total contract *******. I will not approve anymore charges. Please have them correct the job w/no more charges.

Business Response
Date: 08/17/2022
******,

Our customer service department just received your email yesterday, and we are looking into this matter.

I do want to clarify that the receipt you received is the delivery receipt from our drivers - they do charge $250 for each delivery of materials, which would've been $500 for rocks and for *********** tax, equaling the receipt you have of around $580.

Please keep in mind that the price you pay for the pavers and rocks includes delivery, installation, warranty and product.

Gopher wire is a separate charge that does not come included in our work, which is why you were charged for adding it to your contract. A lot of our customers do not have any worries about gopher wire, so it is not automatically included unless our customer communicates to us that it is an issue in their area/their yard.

Again, I am happy to look into your issues, and we will be reaching back out to you.
Customer Answer
Date: 08/18/2022
I also wanted to say. I still owe you $4632 and that is supposed to be for the installation or the labor.
Customer Answer
Date: 08/18/2022
***Document Attached***
I also wanted to say. I blocked the $4632 that is supposed to be for the installation or the labor. I blocked that when I wouldn't sign off on the job cause I wasn't satisfied with it. Attached you will find the copies of the receipt that was sent me with the sides cut off when I was complaining I was receiving the wrong stones I was shown. You will also find a copy of the receipts the workers dropped in my garage. This receipt is for the merchandise you put in my yard. This has nothing to do with the driver. That has become my main concern you only put $567.03 into the design for my job. Your website is immaculate and I want my yard to look like your website. The other bag of gravel is still sitting in front of my yard that was not used and it is $30. Even if you put that with what the driver charged for delivery that's still don't add up to $2480. I wanna approve the rest of your money but I want my yard to be as I was promised.
See Attachment/File: BF2BCBD5-437F-4A29-A304-3435D443A0D9
Customer Answer
Date: 08/18/2022
I just received the lien notice against my property for the ****.

PLEASE let me know if you decided that you do not want to come and correct my yard or you want to take this to court.

Customer Answer
Date: 08/18/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Why should I be responsible for more rocks being deliver? Take that charge out of the $2480 that you charge me for merchandise and only delivered $****** to my property. You don't need anymore gravel because a whole bag is sitting in front of my house, I was told that the $620 charge was 10% the $2480 was for merchandise being delivered and you didn't deliver it to me. You already charged Me an extra $1532 for gopher wire that wasn't on my original contract. Stop charging me every time you made a mistake. The gophers wire was the main reason for Me excepting the contract with you in the first place. I know that businesses mark up their goods for sale but the difference in $2480 and ****** Is unheard of. If I wasn't charged $2480 for good please let me and the BBB know what I was charged that amount for. When ******** asked me to approve the $2480 I called your office and asked what the charges were before I approved it. So no I do not accept your offer.
Customer Answer
Date: 08/19/2022
I have a request in to speak to the manager at Tough ****** tuff
Business Response
Date: 08/19/2022
******,

We are legally required to send out lien notices to all customers. To be clear, it is just a notice that if no payment is ever received, a lien will be completed. It is not notice of a current lien. We are legally required to send those out as warning to our customers.
Customer Answer
Date: 08/25/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I called the accounting department and received an apology from a very pleasant lady. She was not aware that I was having an issue at the time the letter was sent and I could disregard it. She told me that a manager would be contacting me soon but I haven't heard back from anyone. I apologize that I didn't state that after I spoke to someone. I also received a letter from ***** that the owner will contacting me but no letter or phone as of today. I not trying to not pay you but waiting on you to complete my job so I can sign off on it. However that is not happening without you requesting more money that's where I getting frustrated. Hopefully I will hear from the owner soon and we can come to some kind of agreement. I'll even take another manager coming out to look at my job and reporting back to your owner at this point.
Business Response
Date: 08/26/2022
******,

I'm ******, the customer experience manager here at *********************************************. I know ***** did email you, but I have also been in contact with you multiple times explaining that while we cannot have an owner come out, we will have one of our managers out to your home with ***** present to go over your issues. I did ask you to confirm what days you are available in the next 2 weeks, and I am working on getting that scheduled. Someone from our team will be at your home in the next 2 weeks as agreed upon, and we will confirm that arrival date with you.
Customer Answer
Date: 08/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
*********, I was planning on someone coming out this week. I am retired and any day works for me except tomorrow Tuesday. Please give a date and time.
Business Response
Date: 09/02/2022
******, someone will reach out to you with a date and time shortly.
Customer Answer
Date: 09/19/2022
This is ***************************** 2 managers did come to see on 9/7/22. ****** and *****. They let me know that there were issues with my yard. They told me to give them some time but I haven't heard back from them.
Customer Answer
Date: 09/20/2022
I sent ****** text messages a message on 9/15/22 just asking for an update. Then a message to ****** and ***** on the 9/19/22. I sent ******* a email asking her to give them both messages to check their message and she responded that my message was delived but I haven't heard anything else as of 9/20/22. They ask me to wait until they heard from upper management and that conversation took place on 9/8/22 when they were at my home.
Business Response
Date: 10/27/2022
******,
Per our production manager, ******, and *****, you had requested more stones be added to your project, however, as you were unwilling to purchase those stones, we are not able to provide you with items that were not paid for. If you would like a quote for more stones, we can provide you with that, but per our management team, we are not able to provide items that have not been paid for. As it stands, your remaining balance is also unpaid. We would be more than happy to assist you if you would like to purchase more stones from us.
Initial Complaint
Date:08/06/2022
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.
My original warranty request was filled out in April. My turf was peeling up. In late May they finally sent someone out to fix that and the pet smell. He sprayed something on it and made the smell worse and saw that my lawn was super "lumpy". They said they would send someone else out. None ever came! After several calls and emails, I was told to resubmit a claim the first of June so I did. Several more calls and emails with no response! Finally July 14 Tyler came out and looked at it and agreed it needed to be fixed. Took pictures and said he would get with his manager and get back to me within 2 weeks. After a couple of texts, promising me they would replace the "base", I have heard nothing. They are just "too busy" to deal with me.
Really?
After my 8,000 job they are just "too busy"!
Now no communication!
Unbelievable!
This company subcontracts everything. Says they need to talk to upper management before they can do anything. Then says they are "too busy"!
Maybe if they resolved some of their warranty claims they would not be "too busy"
Business Response
Date: 09/07/2022
Business Response /* (1000, 5, 2022/08/10) */
*****, I apologize for any frustration you're experiencing at this time. I have passed this concern along to our management team, and we will be looking into this matter and getting back to you. In the meantime, please feel free to contact us at ***************@toughturtleco.com

Consumer Response /* (3000, 8, 2022/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one has called me back or come to fix anything!
Nothing has happened!

Business Response /* (4000, 10, 2022/08/17) */
*****,

We spoke with your husband ***** in our office this past Friday and assured him we would get you scheduled this week. I want to be clear that we assured him we would reach out this week - not that we'd be able to schedule it for this week. I apologize for that confusion, but our crews are booked out a few weeks in advance, so we cannot schedule them on a Friday for the upcoming week. I can assure you we will be providing you with an update this week with a date to have you scheduled.

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Tough Turtle Turf is NOT a BBB Accredited Business.