ComplaintsforIdeal Turf LLC

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contacted Ideal Turf to repair a wrinkle in my artificial turf. I received an estimate #**** for $960.23. It contained a line item labeled Repair Installation wrinkles for $850.00. I sent an email back and ask for a detail of what makes up this dollar amount. I received back an email that said it was for a 3 man crew for 4 hours. The first 2 hours are charged at $550 and each additional hour (2) are charged at $150 ($300 total). They came out on October ******* and repaired the wrinkle. They arrived at 9:30 AM and left at 10:45 AM. It took them 1 hour and 15 minutes to complete the repair. I sent an email asking for the 2 hours estimated to be returned since they were not used, total refund $300.00 I received back an email saying travel time was included and no refund was due. I was never told about any travel time and the estimate I paid was for contract labor only and some sand. I was shocked that they nonchalantly changed the details of the estimate to take my refund that is due. It appears that whatever your refund should be they take as travel time and me as a customer was NEVER told of any travel time and would not have paid one-third of an estimate for travel time.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We had artificial turf installed in our yard by Ideal Turf on 12/22/23. They offer a one year warranty and twenty years on the material. Four months later, the turf was matted and some of the seams were visible. After sending photos to the company and several **** and experts coming and inspecting, seam ***airs were made which failed. They then stalled for several months. Finally, on 01/25/24, they reinstalled the turf under warranty. Unfortunately, when the crew started to cut and lay the new turf, they were laying it in the wrong direction (there is an industry standard for the proper direction for the turf to lay) until it was brought to my attention. Because of that, they had to remove the turf and lay it in the correct direction, but that caused them to fall short on material which in turn caused them to have to make five more seams in the material than what would have happened if they would have done it correctly to begin with. Five months later, the seams were all becoming very visible and the new material was matting in the same locations as the first material. I contacted Ideal to and I requested a full refund and another ***lacement of the product. They sent a *** to inspect the issue. He said that in his opinion, the quality of the job was S&*tty (his exact words) and that he was embarrassed. He also said that even if he had to go to their warehouse and find a large remnant of a better quality material, he would. He added, You will get a refund, but not for the complete amount AND we will make the turf look right. I told him that if we could get the turf ***laced again, I would settle for a partial refund of $5,000 for all of the trouble, inconvenience and frustration we have gone through. On 08/16/24, they offered a $2,500 refund/no ***air or ***lacement. I told them I will not settle for less than a $5,000 refund and a full ***lacement of the turf. On 09/09/24, they still offered $2,500/no ***air or ***lacement.

  

  Business response

  09/25/2024

  Ideal Turf is a customer centric company, and we work diligently to satisfy each and every customer. On those rare occasions we have customers that are extremely demanding.  In this case we have completely replaced this customers synthetic turf and been back several times in an effort to appease and take care of issues. We have offered a substantial discount as well.  
  According to our quality control manager this customer uses a power broom to help maintain his turf and uses a non-professional machine.Observing the turf the customer may be maintaining his turf incorrectly exacerbating the problem causing the seams to open. Our QC Manager, ******,checked the seams and are done correctly and secure.
  We will continue to work with this customer within reason to resolve his differences.
  
  

  Customer response

  09/30/2024

  Complaint: 22266389
  
  I am rejecting this response because:

  I am rejecting this response because:
  The vendor has had to return numerous times only to correct their poor workmanship and poor quality of the product itself.  I have attached several photos of the matting, and the poor workmanship on the seams and as photo of my turf brush. 
  
  The seams have been visible since the turf was laid and have only gotten more visible with time, despite the fact that they have sent crews to attempt to repair them.  Additionally, there are several dimples the turf where the nails have been driven to hold it in place.  This turf has only been in place for a matter of months and should not be failing already.  Additionally, most of the sprinkler heads were left crooked. 
  
  They have NOT offered us a substantial discount.  They have only offered to give us a partial $2,500 refund of the $13,000 that we paid  to go away without even offering to make the sub-standard product right, knowing that we are on a fixed, retirement income and with inflation, it would cost us well over the original amount invested to have another vendor replace their poor work and product and do it right.  
  
  The company is shamelessly lying by stating that I have used a non-professional power broom machine to maintain the turf.  I have actually shown the hand-held, nylon bristle, artificial turf brush (I have attached a photo) that I use to ******* their field rep.  This is the ONLY tool I ever use to maintain the turf and I utilize it per their maintenance guidelines.  For them to say the seams are failing because of something I have done, or failed to do, is absurd.  
  
  On August 08, 2024, ****** actually told me Its not OK, they didnt put the nails close enough to the edge; he was embarrassed by the s&@tty job (his exact words) they did on the installation and he said the seams were not done properly, because they should have been picked with a special tool when they were done.  He said the seams look like there is a gap between them because the crew didnt pick the turf after gluing it. I told him it has gotten progressively worse and he said he thinks it probably looked like S%$T since the job was first done. 
  
  Additionally, he told me that we would Get a refund, obviously, but before I would even want to give you a refund, I want to make this look better than this. Im not gonna just leave it looking like this. Its not OK; Im not OK with that.  He was adamant and said many times that he would make sure a crew came to fix it, regardless of the refund issue. He said the way the job was completed is Not what we are about.  He said that if he has to, he will have the same crew come out and he will take pictures himself, because This is Bull$^&t.  Additionally, he said he would do everything he can to make it better at their cost, or at the cost of the installation crew. These statements from ****** alone are proof that whatever maintenance I have done has NOT been the cause of the problems with the product and I DO NOT use the alleged poor quality machine they have alleged  

  That all being said, NONE of the promised repair attempts have happened and it is obvious that Ideal Turf has no intention of attempting to correct the issue, or to provide a substantial refund.  

  After struggling with Ideal Turf for over two years, it is not unreasonable to expect that the turf be replaced with proper quality material and to have it installed correctly.  Why does the company warranty their product for twenty years and their workmanship for one year when it only lasts for a matter of months and then they call the customer extremely demanding for expecting to get what we paid for?  
  
  The only fair and acceptable solution to end this nightmare with them is for them to provide a complete refund, plus additional compensation for the severe and continuing inconvenience we have suffered since the first installation.  

  Regards,
  
  **** *****

  

  Business response

  10/22/2024

  Further research discovers a number of inaccuracies to this claim. This synthetic turf was originally installed on December 12, 2022 almost two years ago and not 2023 as claimed. The amount of the invoice was $11,523.31 not $13,000. This turf was completely replaced in an effort to make the customer happy.

  
  The product in question is a high quality made in ***************** by a respected manufacturer.Their quality is impeccable and never, I repeat, never had a quality claim with the manufacturer. Yes, the product was replaced but not because of poor workmanship but to keep the customer happy

  
  No synthetic turf company can guarantee the seams are not visible. There are seams and sometimes in the right light the seams may be visible. When talking to our employee he was doing his best to appease the customer.  
  After replacing the entire synthetic turf, we offered the customer what would be equivalent to over a 20% discount, which was more than fair especially since we were actively trying to resolve the customers issues.
  We have spent $10,041.78 trying our darndest to appease the customer. After complete replacement,trips to repair and an offer of a discount of 20% it is apparent that we cannot make this specific customer happy. After this much effort, expense and trying it makes us sad we cannot settle this to the customers satisfaction. 

  Customer response

  10/23/2024

  Complaint: 22266389
  
  I am rejecting this response because:

  The company claims Further research discovers a number of inaccuracies to this claim, yet this is the ONLY inaccuracy and it was a simple typographical error. The timeline is properly outlined in my previous narratives.  
  
  I unintentionally wrote that the initial turf installation was in ************************************* 2022.  That does not change the fact that the material and their workmanship failed within eight months of the first installation and the material and workmanship failed a SECOND time within six months after they ***laced the first material. 
  
  Furthermore, many of their ***air techs as well as their field *** all have said this absolutely is NOT the first time theyve seen issues with this turf product.  If they claim the product is so infallible, WHY then, has it failed twice at our home?   It certainly is not our yard, or my plastic handheld push broom that is made for turf and has been used per the guidelines provided by the company to properly maintain it although they previously, falsely claimed that I  was using a sub-par, motorized industrial machine.  Additionally, our yard has very low traffic and truly only gets walked upon an average of five to eight times a day when we go out with our dog to clean up after he uses the facilities.  I have video proof of the lack of amount of usage in our yard as well as of how I maintain it properly, using the proper tool.   
  
  In regards to the amount I paid, I have all documents which support my claim of the actual amount paid. 
  
  They did NOT offer me any sort of discount and only offered me $2,500.00 as a partial and menial refund (NOT discount) with no offer of additional ***air or ***lacement. 
  
  Regards,
  
  **** *****

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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. *** Taylor 

  Customer 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

  More info

  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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