Complaints

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the growtrax product in September of 2023 and paid an additional $153 for a one year green lawn extended warranty. Within 30 days of purchase I completed the contact form on their website and received no response. I then emailed them with photos and was offered a full replacement order but not a refund. We decided to wait through the fall/winter to see if the Bermuda sprouted in the Spring. It did not. We are now receiving letters from our HOA regarding the condition of our lawn. I have emailed the company with photos and submitted the contact form and no response. My preference is a refund for the product that never worked so we can put that towards new sod but if that isn’t possible then I would expect to receive a response from the company to determine which variety of product should be laid for best results in the 1400 square feet originally purchased since I am still well within the 1 year period of warranty that I purchased.

  Business response

  06/28/2024

  
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with our product and customer service. Your satisfaction is our top priority, and we are committed to resolving this issue promptly.
  
  We understand that you purchased the Growtrax product in September 2023 and paid for a one-year Green Lawn Extended Warranty. We regret that your attempts to reach us through the contact form and email went unanswered, and we apologize for the oversight. It is our responsibility to ensure that all customer concerns are addressed in a timely manner.
  
  Given that the Bermuda grass did not sprout as expected and you are receiving letters from your HOA, we understand the urgency of your situation. While our standard policy offers a replacement rather than a refund, we recognize that this may not be the most suitable solution for you at this time.
  
  To resolve this issue, we can offer you two options:
  
  1. Refund: We will process a refund for the Growtrax product so you can use those funds towards new sod.
    
  2. Replacement Order: If you prefer to try another variety of our product, we can work with you to determine the best option for your 1400 square feet of lawn. We will ensure that you receive the appropriate product to achieve the desired results, and provide additional support to guide you through the process.
  
  Please let us know which option you prefer, and we will expedite the necessary steps to ensure a swift resolution. Again, we apologize for any inconvenience caused and appreciate your patience as we work to rectify this situation.
  
  Thank you for giving us the opportunity to make things right. We look forward to hearing from you soon.
  
  Sincerely,  
  Growtrax Customer Support

• Initial Complaint

  05/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a roll of grass seed about 5 weeks ago, maybe 5. First off all nothing ever grew, it looks like crap, left green stuff all over my yard. Just looks absolutely horrible! Actual grass seen beside it grew in weeks ago! Does not work and I’m so embarrassed. We just bought this house! Now my husband has to rake up all the green fiber and plant actual seeds

  Business response

  06/02/2023

  We sincerely appreciate your time reaching out and giving us your honest feedback regarding your experience about our Grotrax product. We’re sorry that our product did not meet your expectations. 
  
  Please know that there are a variety of outside factors that can affect the installation and growth of Grotrax. Outside elements such as the weather, humidity, temperature, installation area, and history all play a role in the growth and health of any grass.
  
  
  We have just emailed you privately to get more information on your order so we can resolve this issue. 
  
  
  Kind regards,
  
  
  The Grotrax team

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have contacted the customer service department at GroTrax on three different occasions by phone and left a message in addition to filling out their online form three times as well. I simply need to speak to someone in regards to sending back to un-opened rolls as we ordered too much product. No one will call me back. I do not care if I call early in the morning, mid-afternoon, or late in the evening, I get the same message - "We are very busy helping other customers are this time. Please leave your name and number and we will return your call". It never has happened. I placed my order on August 27, 2022, order #94131-BG. My product shipped on August 30, 2022. It was delivered on 09/03/2022. Proof of order, shipping, and delivery is attached below.

  Business response

  09/30/2022

  Hello,

  We received a message from the customer on September 13 asking about our refund policy. Our customer service representative Linda responded to the customer on the same day asking for more information. The customer did not respond. We will reach out to the customer again, we recommend the customer checks their spam email incase our messages are being sent there. Attached are screenshots of our dialogue with the customer. 

   

   

   

  Kind regards,

  the GTX Team 

• Initial Complaint

  09/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a roll of grotrax that never arrived and have received no response from the company despite calling and emailing multiple times.

  Business response

  09/12/2022

  Hello, 

  On September 7 our customer service team member Linda responded with the following below. We replaced the order that went missing and have not received an email since from the customer. We concluded that our customer service team responded in a timely and professional manner, replacing the item at no additional cost to the customer. 

  
  
  
  We have begun the process of shipping your replacement shipment!
  Here is your tracking number: *********003
  While you wait for your replacement shipment, please review our site for helpful tips regarding installation, maintenance, and after-care suggestions!
  https://grotrax.com/pages/howto

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The product was purchased in April of 2021 with a shelf life of minimum 2-3 years. It was planted exactly as instructed in June of 2022 and given 30 days to grow, which it did not. I contacted the company stating my issue and asked for the refund their website promises. I was initially told by Linda that they would immediately refund my purchase. But then a few hours later was told that they could not do that because I had purchased the product more than one year ago. Nowhere, not even in any fine print, does their return or refund policy state that their guarantee does not cover their product whether it was purchased one year or 5 years ago. Ironically, as stated on their website, the shelf life of this product is minimum 2-3 years. Wouldnt you as a customer assume that their money back guarantee covers that product at least for the shelf life of the product? Their policy states and I quote 100% Satisfaction GUARANTEE “If you don’t LOVE the thick, lush new grass you’ll get from using Grotrax, just let us know in 30 days and we’ll gladly give you a full refund.” It does not say “in 30 days from purchase” or even “in 30 days from planting.” But I did contact them within 30 days of planting because I thought that’s what I was supposed to do if their product wasn’t performing. I have exchanged several emails with Linda at Grotrax, of which she has continually been more and more rude. We would simply like our money back so that we can purchase something that actually works. Period. 

  Business response

  07/26/2022

  
  
  Hello,
  
  
  After reviewing our customer service exchange with the customer our customer service agent kindly explained our 30 day policy which is clearly stated on our website. Our agent offered the chance at a full replacement for the order however explained that since this was purchased over a year ago we cannot issue a refund, outside of the 30 day policy. Attached is our link to our return policy. 
  
  
  https://grotrax.com/pages/return-policy

   

  kind regards,

   

  Grotrax 

  Customer response

  07/27/2022

  
  
  I am rejecting this response because:

  Nowhere in their online policy does it state that you cannot receive a refund if you purchased more than 30 days ago. As I had pointed out in my exchange with their customer service rep, their product specifically says that it is good for at least 2-3 years. So we should have been able to shelve this grass for at minimum that amount of time, and plant as needed. The “guarantee” applies to the actual grass itself, regardless of when it was purchased. We planted it, did not see the results promised, and reached out WITHIN 30 days. Just like their policy states that you should do. 
  The fact that the company is FALSELY advertising a guarantee that they do not back is illegal. We intend to stand up for our rights as consumers and move further with any means necessary to be refunded for a product that did not grow. Including filing complaints with the Federal Trade Commission and the NC Attorney General. 
  
  Regards,
  
  A**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  07/28/2022

  We understand the customers frustration however a 30 day money back guarantee is clearly stated on our website.We cannot offer refunds for orders that are outside of this timeframe. The shelf life of seed does not impact the 30 day window for a refund. This customer was offered a full replacement free of charge however refused the replacement. We stand by our 30 day money back guarantee. 

  Customer response

  07/28/2022

  
  
  I am rejecting this response because:The website does not correctly specify that the 30 day guarantee is only good 30 days after purchase. I followed exactly what their website said to do- “If you don’t LOVE the thick, lush new grass you’ll get from using Grotrax, just let us know in 30 days and we’ll gladly give you a full refund.” Clearly, that is a fraudulent guarantee. Because I did email them within 30 days of planting. 
  Are they also not going to follow through with the first part of their Triple Guarantee? 
  “Perfect Amount GUARANTEE
  Not sure how many rolls you need? Not to worry. Order a few extra to make sure you have enough, and we’ll buy back any complete rolls you don’t use.” I have several rolls that were not opened or used. Not once did they offer to buy those back. 

  
  Regards,
  
  A**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

*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. ↩