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Complaint Details
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Initial Complaint
09/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We contracted them to install in January 2023 Initial install they did not removed all sod from the area for proper prep work. The machines they used damaged our side yard lawn. Turf was not installed properly. 1/2 gaps between sections, hole cutout where old sprinkler valve box was. Was told landscape rock would match our existing white rock gray rock was installed. After months of reaching out finally got them to change the rock. Three different trips to fix the seams and finally got them to put seam tape on all seams. We still have 1/2 gaps on seams and because of fixing so many times there is missing turf and rips in the turf. We were told that it was special anti microbial marterial and would not have an issue with pet odor ( not the case ) at times our dogs would not even go on the turf. Again we scheduled for another look ?? from their QC manager and he no called no showed. Keep in mind I had to take off work every time they have scheduled to come look at it or repair. I have missed 5 days of work trying to get this installed correctly. I would much rather they refund my money so I can hire a real turf company to install correctly. I have pictures and text messages showing the lack of consideration to quality workmanship.
Business response
09/27/2023
The customer approved his artificial turf estimate on 12/11/22. The total project cost was $18,603. The customer paid the 50% deposit required ($9,301.50) to schedule the installation for 12/12/22. The approved estimate was for ***** sf of ******** artificial turf to be installed, with 133 sf of remnant, 145 linear feet of red ***** board, and 6 yds of 1 limestone rock. The customer was charged for these specific items as well. The installation was completed on 1/6/23, and the customers wife signed the completion certificate. There are no notes on the completion certificate that there were any issues with the turf or rock installation at the time of completion.
We were notified by the customer that there were areas of seam separation. Ideal Turfs QC Manager addressed the seam separation on 3/6/23. At this time the customer advised our QC Manager that the rock which was installed 1/6/23 was supposed to match the customers existing rock. Once our office was notified of this, we were able to verify that there were no notes from the salesman regarding this, nor was this indicated on any of the estimates created for this job, nor was this indicated on the estimate that the customer approved. Each estimate created for the customer states that 6 yards of 1 limestone rock was to be installed, and this is the rock that was installed on 1/6/23.
Following the repair by our QC Manager, the final invoice was emailed to the customer on 3/8/23. The customer responded stating that he was not satisfied with the repairs to the seams completed 3/6/23. However, the customer did acknowledge the remaining balance due in the amount of $9,301.50.
Ideal Turf has been to assess and service the customers issues several times since our QC Managers visit - 8/18/23, 8/19/23, 8/21/23, 8/25/23, & 9/1/23. We have removed the rock which was installed on 1/6/23 and replaced it (at our cost) to match the customers previously installed rock. The most recent visit was scheduled on 9/18/23, however the crew was finishing a previous install, and they were not able to be there as scheduled. The customer notified us at 7:28 pm to ask about the appointment which was scheduled for **** am that morning. Our scheduler apologized, but she did not know at that time that the crew was not able to go to the appointment as they were finishing a previous installation. She was out of the office the following day as she was ill. The customer then stated that he only wants the owner to review the installation. We are currently scheduling a time that the owner can visit the project.Initial Complaint
06/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Absolutely horrible company to work with. We contracted and had a $13,000 turf install by Ideal Turf in October 2022. We had and have multiple unresolved issues including extensive damage to landscape irrigation, landscape lighting, odor so bad not even the dogs will go out and deplorable response to warranty and customer service issues. ********************* assured us the product was excellent for dog areas, was anti microbial and would NOT trap odors. It was a primary concern and we asked more than once about drainage and odors while selecting the turf. We were also concerned with warranty and subsequent issues should we have them. Assured top notch customer service. Best warranty in the market. None of this is true. Its outright false/fraud. "Integrity-We are proud to hold ourselves to a higher standard than the rest of the turf industry.""Customer Focused-We deliver the highest level of service and care to every customer we serve.""You wont have muddy spots or trapped odors, which leaves you with a clean dog, lawn, and home. Plus, Ideal Turfs products have antimicrobial properties for a cleaner, safer, better smelling environment. NOT TRUE The turf is absolutely horrific in odor. Even using daily odor control spray doesnt help and its not healthy for anyone to breathe in the stench or the chemicals suggested to cut the stench. The company is absolutely deplorable in responding to issues and resolution is still non existent. Crew damaged multiple MARKED irrigation lines, a tree landscape light for the dog area and lifting turf. $1800 out of pocket to fix the multiple issues. We want reimbursed. We have been trying since early 3/23 to resolve the issues and be reimbursed for damage expenses. ************************* has blown us off over and over. Owner ******************* doesnt respond. Nobody has any professional courtesy to make any of this right. We want a refund as the warranty useless with zero post sale service. Out of space/more details/pictures to add.Initial Complaint
05/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
We had our back yard installed with turf last Oct. 2022. Within just a few months we started getting wrinkles in the middle of the yard. Very visible.I have tried calling the main office several times and talked to ****. And also, the service *******************. **** says she emails out my request to everyone that needs to be notified. We spent over $5,000.00 to have our turf installed. I don't know how to get our issue resolved.Business response
05/17/2023
We have scheduled this repair for June 12. If you have questions please call *************************** at ************Initial Complaint
03/22/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Hi Im trying to get a full refund at this point for our product. After the initial install which was a disaster we then ran into a problem late last year in poor workmanship due to no oversight which lead to an entire Turf installation. Now they still have problems, all employees that I have worked with have all quit, none of them had anything to discuss good about the ethics of the company. I understand these may be former employees but they stories they told me tend to line up with the customer service and the installation of their products. I have been trying for months now for them to return phone calls, respond to emails or even texts. I have gone to the extreme of trying to get a hold of the owner via LinkedIn to only get a response that has no follow up. I am happy to share my experience with anyone at BBB more in details. I have photos and email threads out the ear, I promise Im not just angry to be angry. Please reach out with any questions.Initial Complaint
06/20/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
We contracted Ideal Turf after their promise that their turf was the best on the market for pets with higher quality drainage and that it would be low maintenance and will not build up with smell since it's easier to clean. 1 month into our new yard and it smelled so bad we couldn't be in it. We tried rinsing with water, as they suggest, but that made it worse. We tried enzyme solutions which help but none of them completely remove the smell. Initially this company was so quick to reply to set up the consult, sale and service, however since installation they have not returned a single call or email regarding my concerns. It is clear that they are ignoring me, after we paid them over $3,000. Their site (as well as in person guarantees) states false claims that they are not backing- "Integrity-We are proud to hold ourselves to a higher standard than the rest of the turf industry.""Customer Focused-We deliver the highest level of service and care to every customer we serve.""You wont have muddy spots or trapped odors, which leaves you with a clean dog, lawn, and home. Plus, Ideal Turfs products have antimicrobial properties for a cleaner, safer, better smelling environment.""Our proprietary Microbe-Safe antimicrobial technology helps prevent the buildup of **************** in your faux dog turf."The quality does not match their statements and the odor is so bad that we cannot go into our yard. ***************** I have emailed 5 times and called to leave messages with the receptionist/voicemails at least 5 times in the past 4 mo. Not one reply to 10+ messages. We were supposed to have a weed backing installed and it was not so there are also weeds growing through the turf. After months of no reply from this company and a product that does not match their guarantee/initial sales promise, we are seeking a full refund for the services we did not properly receive. 2 payments made on 1/27/22 and 2/2/22 each at $1,589.38 and $1,589.39 totaling $3178.77.Business response
07/09/2022
We are working on a resolution with the customer. *** TaylorCustomer response
07/13/2022
Complaint: 17449661
I am rejecting this response because:
They have only partially made an attempt to resolve my issue. I asked to speak to the supervisor of the customer service personnel I spoke with. I have yet to hear from a direct supervisor.
Regards,
*****************Business response
01/10/2023
We gave this customer a full refund.Customer response
01/11/2023
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.
Regards,
***** ***Initial Complaint
05/23/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I had turf installed in my back yard last March/April 2021. I immediately started having issues with sink holes. They came out after several phone calls to attempt to fix the problem. It was not fixed and I started having the same issues in a different place after about 2 months. 10 + phone calls later they sent a guy out who ripped up the whole turf not just the problem area and my drain pipe under the turf was broken. Not sure how it broke but they were just going to put dirt over it and I told them NO we needed to fix it. It has now been fixed and they wont come back to re-install the turf they ripped up. I have made several calls, a crew was to come out Sunday May 15th and the crew never showed up and would not answer they phone. Now they are saying they will be out on the 30th which is unacceptable. This has been going on for a year!!! They do not return calls or emails
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