Complaints

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• Initial Complaint

  Date:10/10/2024

  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.

  Purchased artificial turf two and a half years ago, after one year reached out to the owner to resolve issues that have occurred with the installation. The owner (Lee) came out and looked at the turf and agreed to make the necessary repairs. For over a year I have been trying to get the issues resolved and Lee has ignored me, no response. I reached out to Kevin (installer) and he also came out and scheduled a time to make the repairs, due to health issues he has never come out to fix the issues. The turf with installation cost over $45,000, they have 15 year warranty on installation and are not standing by their word. There is one location where they hit my sprinkler system with a nail and put a hole in it which affected landscaping, I repaired the sprinkler system but I need Lee to take care of repairing the turf. There is another area that has severe erosion and several areas where the turf is pulling away from the sides of the sidewalk and landscaping. Thank you in advance for your support. ****

  Business Response

  Date: 10/15/2024

  **** ******* originally engaged Genesis Turf in December of 2020 and met with our rep Lee R****** on January 7, 2021. Lee presented several turf options from different manufacturers and presented cost estimates on January 8th, 2021. **** made it clear he was on a very specific lower budget and began working with Lee on ways to lower the initial estimate by looking at lower quality/cost turf options. **** selected Genesis Turf in February 2021 and work started early April. The project was completed on or about April 15th of 2021 with **** being very excited about how the project finalized and the overall look of the area. **** was given a 15-year turf warranty through the manufacturer and a 1-year installation warranty through Genesis Turf.
  
  In September of 2021 our installation crew returned at the request of **** to provide added infill to the putting green portion of the install. Lee also had the install crew do a complete maintenance run free of charge.
  
  In February of 2022 **** contacted Lee stating the high traffic areas of the turf were showing a pattern where the blades were not popping back up. Lee went out in person to check the areas and noted in our system how good the turf was looking. He did note there was a high traffic path where ****** users were walking the same path in and out of the yard. Lee explained to **** that the turf he selected was a budget friendly, low pile option that would show high traffic use. He let **** know that he would just need to periodically broom the turf and the blades would stand up again. This was not good enough and **** insisted he be able to file a warranty claim into **** (the turf manufacturer). Lee assisted **** with he claim filing and put **** in touch with the direct **** rep that could assist him. After review, **** denied his claim stating that the turf was not damaged or worn in an incorrect fashion. The turf was simply getting a lot more wear than the average lawn due to the ****** use. A simple brooming maintenance would solve the problem as needed.
  
  In March 2023 **** again contacted Lee in regard to erosion issues he was having do to flooding. At this point the installation warranty had expired and erosion/flooding issues with the area were never under any warranty. **** was not happy to hear flooding events that cause erosion were not covered under the warranty, but Lee worked to explain this to him. Lee went out to meet with **** and did a full observation of the turf on April 12th, 2023. After meeting with **** Lee informed him that what he was reporting was not under any warranty and there was nothing he could do to correct a flooding event. The turf still looked brand new and excellent condition. In fact, without **** pointing out 1 small 1ft by 1ft area, Lee would never have been able to notice any issues with the turf at all.
  
  With changes to crews and labor shortages Lee offered to put **** in direct contact with the installation crew that had done all prior work to his yard. This would allow **** to work directly with that contract crew and save money by not having to pay Genesis Turf along with the crew. Due to some health issues that crew was no longer working by August 2023.
  
  At this point there is little Genesis Turf can do to continue to assist with issues caused by flooding on ***** yard. We have never heard about issues with a sprinkler system in the 3 and a half years since the project was completed. Damages caused by weather events are not a warranty item and ****** warranty expired April 15th of 2022.
  
  **** reported the contract amount as $45,000, however his project total was $27,450.00.          

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  
  **** *******

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  The issues in question are not about the matting of the turf, though I will respond to Genesis comments.  We did not request, nor did I purchase the budget friendly turf, we asked for good quality and reasonable priced turf.  We had a turf selected and Lee came back to us with a turf that was on special and priced better, which we went with. I requested that the turf hold up and not mat, he assured me the turf would be perfect for our use, with ******.  I was so confident that the turf would not mat (based on Lee's comments) that I pulled up stepping stones that I had in place in the high traffic areas, which now I am regretting. If I had known the matting would be this bad I would have left the stepping stones.  Lee assured me the matting would not be a problem. Addressing the ******* yes we do have ******, but we only have renters on weekends in the summer and for ******* football games, in total during a one year period we have 40 days of renters, and it is only my wife and I living on the property, therefore there is not much traffic on the turf.

  Now to the issue at hand and the reason for the request.  We have two areas and a handful of other issues that are related to the install where I am asking for Genesis to step in and honor their work.

  1) During the installation the install team drove two nails in my irrigation system causing a slow leak, which I did not notice until all of the bushes/plants on that irrigation line started to die out, this took about 13/14 months before I noticed.  I found the leak because I noticed under the turf it was all washed out.  I pulled back the turf and saw two nails in the irrigation line.  I purchased the parts and completed the repair, (did not ask Genesis to pay for this repair) but I still have erosion and I was not able to put the turf back in place so it looks good.  (This issue happened during the install and therefore falls under the one year warranty)

  2) Near our wall we have the valve system for our sprinkler system, between the wall and valve, about 4 square inches there is erosion which needs to be repaired. I did not spend time looking for erosion issues, but one day I needed to work on the sprinkler valve, stepping near the wall and valve I notice the erosion, which most likely occurred within the one year period.  I ask Genesis to fix this issue when they come out for other erosion issue (#1 above).

  Lee mentioned that I stated I had erosion issues due to flooding, this is NOT true, I have never stated erosion due to flooding.  Overall the install was done well, but there are a couple ares that I need them to fix.

  It is true, Lee came out to look at the turf regarding the matting and another time to look at the erosion issues, but he never told me the erosion was not covered under warranty.  I did not ask him to cover my cost to repair the water line that his team damaged, only to fix the erosion caused by the install team.  After Lee left I was under the assumption he would contact me to have his team come out to fix the issues, at no charge. I waited a month and never heard from Lee so I started reaching to him with no response. After these many attempts to contact Lee with no response, I contacted the installer (Kevin) directly, he was very responsive and is awesome to work with.  He came out to look at the issues and I showed him other areas of concern where the turf is pulling away from the sides, in total about three other areas other than erosion issues.  Keven assured me he would take care of all the issues and gave me a date he would come out.

  The date to repair this issues was cancelled because a project they were on locally went a little long, I was okay with that, just looking to reschedule.  I waited a few weeks and did not hear from Kevin, I reached out and he stated because of his poor health he will not be able to do the work that he promised.  This is when I reached to Lee again, many times, and never heard from him.  That left me no choice but to contact the BBB to resolve the issues.

  In closing I was promised by Kevin that he would take care of all issues listed above, at no charge, and the issues listed happened prior to the one year warranty, therefore I am requesting Genesis to fulfill the promise from Kevin and take care of these warranty issues.  I have been dealing with Genesis regarding this for a long time, it will probably take them a couple hours to resolve the issues and we will be done.  I don't know why they are fighting me, it seems the cost for them to repair would be less expensive than this back and forth, plus it is doing the right thing, taking care of their customer.

  Regards,
  
  **** *******

  Business Response

  Date: 10/17/2024

  Please see attached text string where **** was notified of flooding not being covered under warranty. No “Acts of God” are ever covered under any warranty.
  
  Genesis Turf honored it’s work well past the warranty expiration date of April 15th of 2022. To date we have returned on multiple occasions and assisted **** with any issues and a free full maintenance run. It was March of 2023, almost one year after the warranty expired that **** reported erosion issues. The entire reason flooding was mentioned as the area had been receiving heavy rains and it is very easy to see a flood water pattern that flows down a very steep driveway into the turf area. Lee put **** in direct contact with Kevin in hopes that Kevin would be willing to charge **** a minimum amount to return and take care of any concerns. Again, this was in 2023, after the warranty expiration. Genesis turf did this to again try to assist **** and remove any added cost to him.
  
  Genesis Turf does not manage an SC based crew and cannot provided added services to ***** Again, Genesis Turf took care of **** long after his warranty period expired. There is nothing more we can do to assist **** moving forward.

  Customer Answer

  Date: 10/28/2024

  This in response to Genesis Turf most recent information.  I will respond below directly to each comment from Genesis Turf.

  
  

  (GT) Please see attached text string where **** was notified of flooding not being covered under warranty. No “Acts of God” are ever covered under any warranty.
  

  (My response) I never mentioned to GT that the erosion areas that I asked to be repaired were due to flooding, therefore what GT is stating is not accurate.
  

  
  

  (GT) Genesis Turf honored it’s work well past the warranty expiration date of April 15th of 2022. To date we have returned on multiple occasions and assisted **** with any issues and a free full maintenance run.
  

  (My response) GT never honored their work regarding erosion and what they did to my irrigation system during installation.  They only came out ONE time (not multiple) where they did actual work on my putting green. 

  
  

  There are two areas of erosion: 1) on the date of the installation GT drove two nails into my underground irrigation system, which I did not notice until my plants that were watered underground from the irrigation system started to die out.  Though I did not notice until after the one year warranty, please note, they caused the erosion issue during installation.  I did the repair to the irrigation myself, not asking for GT to reimburse me, but to come out and fix the erosion and turf. 2) I have a retaining wall and next to the wall I have two irrigation system in-ground valves, there is erosion coming from the wall along side the valve area that I am asking them to repair.  Because of the location not being in a traffic area I did not notice this until after the one year period, but because of the depth of the erosion it is obvious that the erosion started many months prior to when I noticed.
  

  
  

  (GT) The entire reason flooding was mentioned as the area had been receiving heavy rains and it is very easy to see a flood water pattern that flows down a very steep driveway into the turf area.
  

  (My response) I never mentioned flooding or heavy rains as the issue for the erosion, because it is not the reason, it is due to GT driving installation nails into my irrigation system.  Regarding our driveway, agreed it is very steep, but there is a drain at the bottom of the driveway that collects 100% of the water from the driveway and there is absolutely no way water from the driveway can go on the artificial turf.  There is a span of twenty feet from the end of the driveway to the turf, with steps, plants, pine straw, river rock.  If you need pictures I can provide them.
  
  

  (GT) It was March of 2023, almost one year after the warranty expired that **** reported erosion issues. . 
  

  (My response) Again, I did not notice the erosion issue until my plants started to die, which can take some time.  The erosion issue happened due to nails in my irrigation during installation.
  

  
  

  (GT) Lee put **** in direct contact with Kevin in hopes that Kevin would be willing to charge **** a minimum amount to return and take care of any concerns
  

  (My response) Lee did not put me in touch with Kevin, I reached out to Kevin because Lee was ignoring me, not returning my texts.  Kevin set a date to come out, at no charge, but because of a job in the area went longer than expected Kevin had to cancel on me.  When I contacted Kevin to reschedule he told me he is having health problems and would not be able to make it out to do the repairs.  At this point I reached out to Lee and he never responded, therefore I went to BBB to get help, I had no other options.
  

  
  

  (GT) Again, this was in 2023, after the warranty expiration. Genesis turf did this to again try to assist **** and remove any added cost to him.
  

  (My response) This is a lie, as stated above this is what happened: Lee did not put me in touch with Kevin, I reached out to Kevin because Lee was ignoring me, not returning my texts.  Kevin set a date to come out, at no charge, but because of a job in the area went longer than expected Kevin had to cancel on me.  When I contacted Kevin to reschedule he told me he is having health problems and would not be able to make it out to do the repairs.  At this point I reached out to Lee and he never responded, therefore I went to BBB to get help, I had no other options.
  

  
  

  (GT) Genesis Turf does not manage an SC based crew and cannot provided added services to ***** 

  (My response) To me this is the reason GT does not want to take care of the erosion issues they caused, because they do not manage an SC based crew.
  

  
  

  (GT) Again, Genesis Turf took care of **** long after his warranty period expired. 

  (My response) GT (Kevin) came out one time to do service work to my putting green to fix waves and bumps.  They did nothing for the erosion issues in question.

  
  

  (GT) There is nothing more we can do to assist Jeff moving forward.

  (My response) There is something GT can do, they can fix the issues they caused during installation along with a few other issues where the turf is pulling away from the sides.  I ask that BBB please reach out to Kevin, he came to my house, when he was in the area and looked at the issues and agreed to fix everything discussed at no charge.  I see Kevin as the face of GT and they are going back on what was promised to me.  GT is a large company, they have the money and resources to do the right thing by honoring their work.
  

  
  

  Thank you,

  **** *******

  Customer Answer

  Date: 10/30/2024

  This in response to Genesis Turf most recent information.  I will respond below directly to each comment from Genesis Turf.

  
  

  (GT) Please see attached text string where **** was notified of flooding not being covered under warranty. No “Acts of God” are ever covered under any warranty.
  

  (My response) I never mentioned to GT that the erosion areas that I asked to be repaired were due to flooding, therefore what GT is stating is not accurate.
  

  
  

  (GT) Genesis Turf honored it’s work well past the warranty expiration date of April 15th of 2022. To date we have returned on multiple occasions and assisted **** with any issues and a free full maintenance run.
  

  (My response) GT never honored their work regarding erosion and what they did to my irrigation system during installation.  They only came out ONE time (not multiple) where they did actual work on my putting green. 

  
  

  There are two areas of erosion: 1) on the date of the installation GT drove two nails into my underground irrigation system, which I did not notice until my plants that were watered underground from the irrigation system started to die out.  Though I did not notice until after the one year warranty, please note, they caused the erosion issue during installation.  I did the repair to the irrigation myself, not asking for GT to reimburse me, but to come out and fix the erosion and turf. 2) I have a retaining wall and next to the wall I have two irrigation system in-ground valves, there is erosion coming from the wall along side the valve area that I am asking them to repair.  Because of the location not being in a traffic area I did not notice this until after the one year period, but because of the depth of the erosion it is obvious that the erosion started many months prior to when I noticed.
  

  
  

  (GT) The entire reason flooding was mentioned as the area had been receiving heavy rains and it is very easy to see a flood water pattern that flows down a very steep driveway into the turf area.
  

  (My response) I never mentioned flooding or heavy rains as the issue for the erosion, because it is not the reason, it is due to GT driving installation nails into my irrigation system.  Regarding our driveway, agreed it is very steep, but there is a drain at the bottom of the driveway that collects 100% of the water from the driveway and there is absolutely no way water from the driveway can go on the artificial turf.  There is a span of twenty feet from the end of the driveway to the turf, with steps, plants, pine straw, river rock.  If you need pictures I can provide them.
  
  

  (GT) It was March of 2023, almost one year after the warranty expired that **** reported erosion issues. . 
  

  (My response) Again, I did not notice the erosion issue until my plants started to die, which can take some time.  The erosion issue happened due to nails in my irrigation during installation.
  

  
  

  (GT) Lee put **** in direct contact with Kevin in hopes that Kevin would be willing to charge **** a minimum amount to return and take care of any concerns
  

  (My response) Lee did not put me in touch with Kevin, I reached out to Kevin because Lee was ignoring me, not returning my texts.  Kevin set a date to come out, at no charge, but because of a job in the area went longer than expected Kevin had to cancel on me.  When I contacted Kevin to reschedule he told me he is ****** ****** ******** and would not be able to make it out to do the repairs.  At this point I reached out to Lee and he never responded, therefore I went to BBB to get help, I had no other options.
  

  
  

  (GT) Again, this was in 2023, after the warranty expiration. Genesis turf did this to again try to assist **** and remove any added cost to him.
  

  (My response) This is a lie, as stated above this is what happened: Lee did not put me in touch with Kevin, I reached out to Kevin because Lee was ignoring me, not returning my texts.  Kevin set a date to come out, at no charge, but because of a job in the area went longer than expected Kevin had to cancel on me.  When I contacted Kevin to reschedule he told me he is ****** ****** ******** and would not be able to make it out to do the repairs.  At this point I reached out to Lee and he never responded, therefore I went to BBB to get help, I had no other options.
  

  
  

  (GT) Genesis Turf does not manage an SC based crew and cannot provided added services to ****. 

  (My response) To me this is the reason GT does not want to take care of the erosion issues they caused, because they do not manage an SC based crew.
  

  
  

  (GT) Again, Genesis Turf took care of **** long after his warranty period expired. 

  (My response) GT (Kevin) came out one time to do service work to my putting green to fix waves and bumps.  They did nothing for the erosion issues in question.

  
  

  (GT) There is nothing more we can do to assist **** moving forward.

  (My response) There is something GT can do, they can fix the issues they caused during installation along with a few other issues where the turf is pulling away from the sides.  I ask that BBB please reach out to Kevin, he came to my house, when he was in the area and looked at the issues and agreed to fix everything discussed at no charge.  I see Kevin as the face of GT and they are going back on what was promised to me.  GT is a large company, they have the money and resources to do the right thing by honoring their work.
  

  
  

  Thank you,

  **** *******