Complaints

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:06/26/2025

  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.

  Had turf installed originally in May of 2022. Looked decent at first but there were obvious defects in quality of installation. Had a small section of turf replaced under warranty within a year of original install due to seams showing.Had the same line of turf installed May of 2024 in different section of backyard. Same name/line of turf. Totally different turf than original installed. A little frustrating but it is what it is. This turf installed is noticeably higher quality than original.The turf installed in 2024 is holding up well. No issues noted in the material itself. The small section of turf installed under warranty is holding up great with no issues in material. The original turf is turning black in numerous areas and leaves impressions whenever walked on. US Turf claims there is nothing they can do and its essentially my problem because they will not cover any issues with materials that were caused by burns. There are numerous areas nowhere near any items that can cause a burn that are degrading as well and they refuse to acknowledge that this is an obvious issue with the turf they installed.I originally acknowledged it may be a burn caused by our fence. However, after careful inspection of areas showing the same defects nowhere near our fence, its obvious this material is of inferior quality compared to the other sections of turf we had installed. They had someone come out and inspect the area and he too acknowledged there are other areas that show defects. They dismissed my emails bringing this up and essentially acted as if I was lying. As if their worker would have an opinion that would contradict theirs.Theyve tried ignoring us numerous times in hopes we would just disappear. Unfortunately for them, I spent enough money with this company that I expect a product that holds up more than just a few years.

  Customer Answer

  Date: 07/02/2025

  Warranty was for 3 years. Items brought to their attention before expiration of warranty and nothing was done. Original install was 05/2022

  

  Business Response

  Date: 07/03/2025

  Customer has had warranty claims in the past, and they have been taken care of. Unfortunately for the customer, the area currently in question is not covered underneath our warranty, as our labor warranty is only 2 years. The customer has admitted that the project was installed in 2022.
  We sent a project manager to the property to inspect the areas, and they were noted as burns. Regardless of material or labor warranty status, BURNS ARE NOT COVERED. It clearly states this on our website, contract that the customer signed, and installation agreement (17 pages that the customer signed as well).
  We informed the customer of this, and the customer chose to still fight the fact that it was a burn. So, we took photos of the "burned areas" and sent them to the manufacturer of the product. The claim was denied by the manufacturer as well, for burns.
  Customer was notified of this and tried then turning around to blame our project managers that had just come out - who he says, "told him it wasn't a burn." They both have agreed that the areas are burned.
  Turf is thought of like a carpet. If you set something hot on it, and or reflective rays of sunlight (magnified, sort of like the ant vs. magnifying glass) burn through/from a window, it is not something we can just replace without cost (again this was signed by the customer acknowledging this).
  We offered to replace the turf for only the material cost (we would eat the labor cost), and yet the customer has denied this offer.
  Unfortunately, we are unable to help further without the customer understanding this is something that we cannot just "cover," or "provide better customer service on." We will not be extorted by an online review or complaint either, as the customer AGREED to these terms before the work began.
  
  Thank you.
  

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23519311
  
  My argument has been and still is this turf installed is inferior quality. It is burnt most likely, but its in all areas of the yard, some no where near any reflective materials. Their project manager acknowledged this when we discussed it in my backyard. What turf in the valley shows signs of degradation like this? I havent found any and when I asked them, there was no answer. They got my money, I got a poor product. I lose
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 07/08/2025

  The "inferior" product you speak of, is from the manufacturer ************ Message them for further assistance, as we have tried our best to assist you with no resolution.

  We are an INSTALLATION company, that installed a product from a vendor. We specifically told you about burns, and you agreed to these terms SEVERAL times in a contract, an installation agreement and the terms and conditions listed on our website. Our warranty excludes burns, and you're already fully aware of this.
  Your fight with us, would be the installation/workmanship, which you have not mentioned once. ONLY THE PRODUCT.

  We cannot assist you with burns, regardless of any extortion attempts (by leaving reviews here and on other platforms). Try burning carpet and asking a carpet company to "fix it" for you, it's the same thing.

  You say our project managers said one thing, but our project managers are telling us the total opposite. It's a burn, and it has been marked that way in our system.

   

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23519311
  
  I am rejecting this response because:
  The single project manager that inspected the backyard was the one that pointed out the other area of our backyard that was burning/degrading. Feel free to come back out and show me how those areas are our problem as well. They claim its all our fault why the turf is ruined less than 3 years in. If you dont feel confident a product you install will last more than a few years, why sell and install it for your customers? Thank you for the manufacturer, Im in contact with them and Ill handle this on my own. I dont accept the resolution this company put forth. I cant accept paying the amount we did to be left with a degraded product only a few years in. I cant imagine many would be ok with this treatment.
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 07/08/2025

  You paid us for a product and installation, that we did 3 years ago. We offer a 2 YEAR WARRANTY (that is 24 months), for labor and a 15-year manufacturer's warranty on the turf (provided by the manufacturer). 

  A year after your warranty has been EXPIRED, you contact us regarding a burn, something our warranty wouldn't cover anyway.

  We submitted for a manufacturer's warranty claim on the product in question, and they also denied the claim due to a burn. We gave you the contact information of the manufacturer, and you will be given the same response from them.

  You had the product for YEARS without problem, and because something has now come up, you're just wanting it fixed with no charge (which won't happen). You are responsible, as the agreement is in place, to PAY to have the turf removed and replaced with a new product (regardless of who you choose to do the rip up-replace). Again, just like carpet, you have installed for (let's just say) two-three years, and now you're having issues. You call the carpet company, and they will tell you the same exact thing. You are responsible after all this time, as this was not the problem when WE installed it. This problem is RECOGNIZED and AGREED upon, by you, within our contract, installation agreement, warranty terms, etc.

  This is not a defect. This is a burn.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23519311
  
  I am rejecting this response because:
  First and foremost, your sales rep *** told us this product held a 3 year warranty. Shame on me for not reading the scummy fine print as Im sure every customer does if I had known I would have argued with you for no reason a year ago for the full warranty instead of just the material. Why would a company that sells a product they claim is the best artificial grass in ********* not respond to the fact that no other turf in ********* seems to look like this regardless of reflective items placed around it. Please refrain from losing your temper and realize that any of you would want help as well if a company did the same to you. Im the one losing here. Your company got my money really, why so mad? Incredibly unprofessional. Its very obvious you dont want this community seeing a bad experience because you treat people the same in other bad reviews as well. Must be a young business owner because this is not how an adult acts.
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:12/20/2022

  Type:Customer Service 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.

  12/15/22 Approx. 1:30-1:50 pm US TURF company truck had a loaded trailer with landscaping materials. The driver who was driving N bound passing the Charleston exit was speeding on the free way which that section of free way has a lot rigides causing vehicles to bounce. Thus created materials such as rocks to fall from the back of the trailer and hit vehicles driving behind it like mine. I received damaged on my windshield and the body of the truck. I gave the company a call the day of, to let them know of the situation with the driver and my vehicle. On Monday 12/19/22 I called again to see if they can reimburse any damages which they refuse.

  

  Business Response

  Date: 12/20/2022

  Hi there,

  This response is not to a customer, but a driver on the road behind one of our vehicles (from the looks of the photo, they were to the side of the vehicle).

  When you had called in originally on the 15th of December 2022, you explained that there was one of our trucks on the freeway that had "big rocks flying out of the back of the truck and trailer." The receptionist who took your call and is standing right beside me while I type this, listened to your whole phone call and explained that she will reach out to the driver, have him pull over and inspect his vehicle. Your call with the receptionist ended with no mention of a cracked windshield and/or damage to your vehicle. The internal report was made with the project managers and crew leaders getting involved. The driver was immediately called and was told to pull over, inspect the vehicle and take photos of what material was in the vehicle as well as in the trailer, as per company policy, we do not carry opened material in our vehicles. We have a delivery truck service for these types of deliveries (rock, white chat, etc).

  After the inspection was complete, photos were sent back, and the driver was on their way again. As you can see by our photos, there is no rock debris in the truck or trailer. Only bagged concrete and bagged sand, which one of the bagged sands had opened. 60# grit sand has no rock in it, as it's fine beach sand. Most of the bag, even though it was opened, is still in the trailer and could not have caused any damage. The screen was on the trailer the whole time; the trailer is not shown in your photo. The internal report was closed and no claim to our insurance was made.

  4 days later, on the 19th, this claimant calls back in, regarding the "phone call they had made the other day," and asked to speak to a manager. After getting the General Manager on the phone, the caller indicated that they had "windshield damage" on their vehicle. We can't verify this happened during the initial incident, nor was it mentioned during the initial phone call. For it to suddenly pop up 4 days later does not seem right.

  The caller not only threatened multiple times to "report us on BBB," and "open a claim with small claims court." They also said they could "just stop by our warehouse and figure out payment," even though there was no payment to be discussed. No photos showing damage to the windshield or vehicle have even been submitted, nor did the caller yield to the signs posted on the back of the truck and trailer stating: "WARNING: STAY BACK 200ft. Not responsible for broken windshields!"    If the caller had identified damage the very first day when we had our driver pull over on the side of the road, we could have had the caller stop near the driver and figure something out. But to report it 4 days after, seems very difficult to believe. This has happened to us multiple times in the past, and many body shops/windshield replacement companies that we have contacted, report that most windshield accidents were called in before the "incident" happened, and upon hearing a price, the "callers" find another way to blame someone else. Not saying this is the case, but saying it's happened in the past.