Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  After some online research for an astroturf company, I found Turf It Up on ******** after they were recommended by some other people. I reached out to set up an estimate and the owner, *****, came out to provide an in-person estimate at our home on March 29th, 2025. I received a quote for the project and was required to pay a $2,000 deposit. We sent the deposit via Zelle on April 5th. They promised an installation date of May 6th, as we had to have this project completed by June 12th. On May 1st we added a small area to the project and he had us urgently pay an extra $800 that morning to secure the supplies. The next few weeks there were multiple messages to the company with no replies or kept pushing off the start date. They used an excuse about the fence not being installed (it was installed by May 14th), that their truck wasn't working, and finally material delivery from the distribution center (mind you we paid for materials in early May). By June 3rd, after no promise of a start date or even material delivery confirmation, we got worried. On June 5th (7 days before the project was supposed to be completed) after many failed attempts to get an answer from the company, we notified them of withdrawal of their services and wanted a full refund. They refused to offer any refund, even though no contract was signed, no work was completed or even an installation start date solidified. I sent multiple requests and no avail. Did some research online and found many others with the same issues (poor installation, no installation at all, and taking deposits with no work completed). I will be filing a small claim, these are not good people! *They have now removed their business website, business ******** page, etc.

• Initial Complaint

  Date:03/04/2024

  Type:Delivery 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.

  They were supposed to show up on March 16 to do the work I had to call them several times they finally showed up did one day at work. Try to charge me more money my $1200 deposit.

  Business Response

  Date: 03/22/2024

  On this project, ****************** wanted to cut cost by supplying his own dumpster. Due to miscommunication on the ******** part we had to wait until the dumpster was present to start job. Once I called to set a date mutual for everyone, the job was started.

  Upon arrival, we noticed the trees that we were told would be removed prior to our installation date were NOT removed. In order to have them removed we agreed with ******************* that since they did NOT inform us about the removal we would have to acquire different equipment. The extra charge that ****************** mentioned was to cover the equipment for the removal only. We were not even going to charge extra labor, even though that is what should have been done. 

  Once we agreed to come back the next day and finish removal and turf installation, I received multiple messages and comments asking us to come remove our equipment and not to come back. Which is what we did. 

  I have text and emails form ******************* confirming all of the above. 

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21380000
  
  I am rejecting this response because: this is absolute lie. I would provide the dumpster for disposal and they knew that. I have text messages, messages and emails as well. These people are scamming people like crazy and they should be shut down.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair 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.

  Turf It Up took our deposit with no agreement of it being nonrefundable. We decided to not continue the project with them after a terrible experience with their communication including week after week of delays in starting the project. They would not give us a start date until we decided we did not want to complete the project with them. We have waited a month for them to refund us or deliver product and refund the rest. They refuse to do either and have stolen our thousands in deposit.

  Business Response

  Date: 01/19/2024

  These accusations are completely false. This couple was well aware of the nonrefundable deposit and sent their money without sending back a signed contract. This couple was also fully aware of how booked out we were and that leaving a deposit simply puts you next on the schedule. While my team and leading manager were working on other projects, the husband would call 4-5 times in a row and would be upset that we focus on the customer we are working on at the time and would get back to them. As we were nearing the start of their job we let them know and we all decided to move forward with the start date on the project. Everything was purchased for their job. It was not until the day before we were scheduled to start their job, they decided they were no longer wanting to work with our company because "you guys are thousands of dollars cheaper than most companies so we are feeling like this is a scam", a direct quote from the wife. 

   

  Even though we do not refund deposits, I informed them I will still have the turf delivered because that is nonrefundable and if/when we receive a refund for all of the supplies from our employer I can transfer it to them. This can be a process taking up to 8 weeks, this the mean reason we do not do refundable deposits. The wife then started to become disrespectfully confrontational and spreading lies about myself and my character. 

   

  It is to my understanding, we are all simply waiting for the refund process. I am extremely caught off guard by this message, but have no problem explaining. 

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21165103
  
  I am rejecting this response because:
  
  We never had a contract or agreement of the deposit being nonrefundable. They also had us pay them the thousands for our deposit through Venmo so they can avoid paying taxes. This unfortunately took any protection for our investment that a credit card or bank transaction would have provided us. They never delivered any product or rightful return of our money. They had many excuses for their delays and not responding to messages for weeks at a time.  
  

  For anyone else reading this - what kind of character does a company have when any honest problem a customer has with them they immediately refer to them as a liar and making false claims? They craft well written responses when in reality, they have stolen our money and not provided anything. 
  
  Sincerely,
  
  H P

• Initial Complaint

  Date:12/04/2023

  Type:Order 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.

  We hired this company for turf installation and signed a contract for a flat price of $5,202.88.The owner asked for a 50% deposit, which we paid on August 17, 2023 through Zelle.They did not even start the work until the last week of October.On the last week of October, they dropped of some material (not nearly enough for the whole project) and sent some guy to pretend to do some work for a couple of days.It was obvious that they did not know what they were doing as they did not even take the grass out before they put the weed barrier and crushed concrete down.Then they just stopped showing up all together and whenever we tried to contact them, the owner (*********************) was always coming up with some made up excuses (truck trouble, fiancee in hospital, etc.).After a month of going back and forth with him, we decided to ask for our money back and hire another company to do the job.He has not given the money back and obviously has no intention to do so or to finish the job as agreed.We want to get our money back and for him to take his material back so that we can hire a real turf company as this one is obviously a scam.

  Business Response

  Date: 12/18/2023

  In response, we explain to customers that paying a deposit does not mean we will be able to start their job the next day, it means we put them next on the list. At the time ******* paid her deposit we had multiple jobs in front of her and we informed her that. That is also why we do not give hard start dates until we ar closer to the customers job, because you never know what can happen while you are working on a job (i.e a pipe bursting on a tear out day can put us back a whole day or more). 

  When it comes to my workers "pretending" to work and not know what they are doing, the statement is completely false. The yard had a small area of dying grass that instead of charging them and extra $500 for a full yard tear out, we placed our premium grade grass killer and weed barrier to the yard. So basically us trying to look out for the customer and not overcharge for no reason like other companies, the customer took it as us "being bogus". 

  We had a delivery of base to start the yard and then had more materials delivered that the customer was notified about and also informed that this pile will most likely not be fully moved before they run out of sunlight. I realized it was the second delivery of the base that the husband had moved, only because he gave permission to my workers to "have it placed in the same spot as the first delivery". In our contract it clearly states we decided our work times and the customer was mainly upset that we did not come back at 10pm when we all have kids and families. 

  The main turf was installed and we were simply waiting on their rock to be delivered so we could then install the rock how the customer wanted and adjust turf to the customers liking. It is to my understanding, this is when the customers true feelings came out and the husband told our workers "enough is enough you guys are a scam we will bel hiring a real turf company". In the complaint and when we spoke you implied that my workers simply never came back to finish the job, but reports show that "the customer stated they did not want us back on property to finish the job". This was the main reason I was willing to have the mutual agreement. Not realizing the workers were simply following your wishes after being frustrated, and not that they just did not return to do the job.

  I was at first willing to pick up materials and give them a full refund for those materials. They also received **** SqFt not **** SqFt of turf and that is why the deposit was the amount it was. All of the supplies and materials that the deposit covered, besides the rocks, were used for their job and the foundation for the turf that they had another company come use. 

  In conclusion, the customer received all the material they paid for and did not pay a ***** of their remaining balance to cover labor for my workers. Seeing that they were unsatisfied we just left them be. 

  
  
  

  Customer Answer

  Date: 12/18/2023

   
  
  Complaint: 20951918
  
  I am rejecting this response because:
  
  1. The following statement is a lie: "customer was notified about and also informed that this pile will most likely not be fully moved before they run out of sunlight".
  
  The second delivery did not come on the same day as the first delivery. The second delivery came on a different day and IN THE MORNING HOURS. We were assured that it will be moved into the backyard right away.Moving it takes approximately one hour, so there was plenty of time BETWEEN 11 AM AND SUNSET to move it. NO ONE EXPECTED ANYONE TO COME BACK AT 10 PM. THEY WERE SUPPOSED TO COME ANYTIME BETWEEN 11AM AND SUNSET BUT NO ONE SHOWED UP,JUST LIKE ON MOST OF THE OTHER DAYS.
  
  2. The following statement is also a huge lie: "The main turf was installed and we were simply waiting on their rock to be delivered" NOTHING WAS INSTALLED IN THE SIX WEEKS THAT WE WERE WAITING FOR THE *** TO BE COMPLETED. I am attaching photos of my backyard and how it looked SIX WEEKS AFTER THE *** WAS STARTED. One single piece of the turf was thrown down, NOT EVEN GLUED OR NAILED DOWN, JUST THROWN ON THE GROUND, AFTER WHICH AGAIN, NO ONE WAS SHOWING UP TO DO ANY WORK FOR DAYS.
  
  3. I have all the text message communication between my husband and *********************, who was in charge of the project. The following statement is a lie: "the customer stated they did not want us back on property to finish the job". My husband was asking him daily when they are coming and when the job will be completed but he always came up with some excuses. Even though there is no specific completion date in the contract, a reasonable time for completion of job is stipulated by common law. WE WAITED SIX WEEKS FROM START OF THE *** FOR THE *** TO BE COMPLETED, WHICI IS WAY MORE THAN REASONABLE TIME, ANY JUDGE WILL ESTABLISH THAT. AFTER SIX WEEKS WE REALIZED THAT THE *** WILL NEVER BE COMPLETED AND HIRED ANOTHER COMPANY TO FINISH THE ***.
  
  4. I do not know how much turf was delivered because I NEVER SAW THE RECEIPT, EVEN THOUGH I ASKED FOR IT MULTIPLE TIMES. However, IT WAS NOT EVEN ENOUGH TO COVER THE ENTIRE BACKYARD.
  
  AGAIN, I THINK THAT I AM BEING VERY REASONABLE WHEN OFFERING TO PAY FOR THE **** THAT WE USED (AFTER I SEE THE ACTUAL RECEIPT) AND REQUESTING A REFUND FOR THE REMAINING DEPOSIT. WE ARE NOT PAYING FOR ANY SUPPLIES (CONSIDERING THE TROUBLE THAT WE HAD TO GO THROUGH WITH THE POLICE AND THE CITY) OR ANY DISPOSAL FEE (ALL THE GARBAGE WAS LEFT IN OUR BACKYARD).
  
  
  Sincerely,
  
  *****************************