Complaints

• Initial Complaint

  04/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We spent 30k plus going to pay interest with the financing company.We tried to reach the company via emails and texts no response. I went to company address not legit. It is law office. We have been ignored after we paid them. Simply asked to repair the pavers and turf. I need help.

  

  Business response

  08/08/2024

  This customer was a bit unreasonable and demanding 
  
  for the paver patio installed the joint sand in between the pavers requested to be level with top of pavers. Which we told her not to do. Would cause issues sure enough it started to separate and cosmetically she didnt like that. 
  
  ALTHOUGH NOT OUR FAULT we did go service this several months ago to make her happy. Which she was AND has also sent us 3 referrals. We asked that she contact you to verify and OF COURSE she is not nearly as diligent as she was when complaining about something she caused.
  
  Also note that shortly after the original install mr lost his job and at time of service had been unemployed for several months probably the reason for the unrealistic request.
  
  Please LMK you got this response this time.
  
  Regards,
  
  *********************
  President
  Ruff n Tuff Turf

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Date of transaction: May 16, 2023 -Amount of money paid to business: $21,699.27 -What the business committed to provide you: 1050 sq. ft. of turf installation in backyard with 5 year warranty on labor to ensure project performs as expected. -What the nature of the dispute is: The completed installation of turf is hazardous to adults and children who will utilize the turf for leisure and play. The installation currently has exposed screws which my children (age 10 and 2) can easily harm themselves if they were to play on or near the turf. There are portions of the area where the turf does not reach the end of the border so the underneath layers are exposed. You can visually see the seams of the turf which I was told you would not be able to see. -Whether or not the business has tried to resolve the problem: I contacted the owner to resolve the issue and requested him or a representative to come take a look at the completed work and resolve issues regarding exposed screws. I spoke to owner on July 28, 2023. ***** stated he would come take a look at the work that was completed but has yet to contact me to set date. Owner states he is currently too busy but will contact me soon. I followed up with owner via text on August 15, 2023, which he responded back on August 22, 2023, stating he has been super busy but it is on his radar. Today is October 5, 2023 and nothing has been resolved.I feel that I have provided more than enough time for the issue to be corrected and it has not. This turf projected was completed on July 11, 2023.

  

  Business response

  08/09/2024

  ************** project was completed exactly as contracted.
  
  However, there was a verbal misunderstanding between the representative and **************. The area that we turf in his backyard. he sits up on a hill with a very steep slope going down from his yard
  The particular area that we covered with Turf at one corner that comprised about 20% of the entire total area was higher than the rest
  He was under the understanding that this would be leveled
  
  Upon bringing this to our attention after the entire thing was installed, and he had even made payment on it in full. At our own expense to keep the customer happy we went out. We spent over $5000 to pull back the turf level this area, make it flat to his liking. 
  
  Keep in mind this was above and beyond our contracted responsibility. But this is how we do things at rough and tough TURF to take care of our customers and attempt to protect and grow our brand at our own expense.
  
  Unfortunately, ************** is an a****** and after all of that came back to me and asked for an additional $3000 in compensation for it not being done the way he thought it would be the first time
  
  When we refused to do that. He proceeded to blast us with the BBB and ****** and Yelp previews.
  
  He went as far as to take pictures close-up of areas the project look like we had done a poor job when actually we had not
  
  We have photos of the completed project. It actually looks awesome. He just tried to extort more money out of us.
  
  Should you need any further explanation please let us know
  
  We have gone above and beyond the call of duty, unfortunately, we cannot control unreasonable and dishonest people
  
  *********************
  President 
  Ruff n Tuff Turf 

  Customer response

  08/12/2024

  I disagree with *** in regards to him stating that his company went above and beyond to correct the issues with the turf installation. 
  The job was not completed to my liking. I did request for partial reimbursement so I can pay another company to correct the issue. 
  I felt ***** was reasonable amount to ask being that I paid around ****** for a job I am not satisfied with. 
  The amount I requested does not cover the full amount to fix the issue.

  I had also requested for *** to come take a look at the work his staff completed so he can see with his own eyes the job his staff did.  I had turf installed so my two young boys have an area to play outside on and as as you can see from the photos I uploaded there are screws sticking out of the borders. Yes, its a poor job in turf installation. 
  The pictures are proof.

  As to name calling, very unprofessional ***. I never once used foul language towards *** or anyone on his team. This is why I feel its imperative to file this complaint so others are aware of the issues that occurred during our project and installation. This house was the first home purchase for me and my family and the turf was the first big project to the home so of course I am going to be vocal when my family and I are not happy with the installation. After several attempts to reach *** via text/calls I did go on to social media to express my dissatisfaction and concerns with the installation. Only after these posts were uploaded I was finally contacted by ***. The exposed screws were never removed only covered by dirt. If this was done to your home I am sure you would file a complaint as well. 
  

  
  

*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. ↩