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:10/06/2025

  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.

  In October 2024 I had Synlawn okanagan in stall Synlawn in my back yard. In May 2025 it melted in various areas in deep streaks, completely to the backing. 4 x 20 inches long and 1 inch wide. Various other areas are longer but not as deep. The new owner ( bought out partner )says in 15 years ( increased from 10 years) he has never had any issues or complaints of the Synlawn before. When he first attended to view the damage, he said it was still under warranty and he would repair it and contact me the following week. At the end of the week, I contacted him and he said he would not warranty it but could fix it at my cost. He feels it is caused by a feel ruin off my sunrooms flat painted frame or plexiglass window, but did not spend any time trying to find the cause. I covered up the whole side of the sunroom and the melt continued, even when the damage was covered by a piece of plywood. He suggested I cover it with a black plastic bag and see if it melts. IT DID NOT .I have dogs that I have had to block off that area for ************** to feet, as well as staying off it myself. I cant imagine melted plastic sticking to their feet. Owner says the warranty will not cover it and he wont either but he will repair it at my cost. This is a horrible mess and very poor customer service. I have asked him to replace the area, he has declined and given me the number of the manufacture in ******* , ***. I live in ********** ** ****** Will not accept picture in this complaint

  Business Response

  Date: 16/06/2025

  On May 23rd the complainant contacted me via text to report there appeared to be a line of turf melting in her yard; she also attached a picture. The complainant has a green house directly beside the melting line of turf in her yard; I explained to her that this was most likely the source of the damage and instructed her to cover the area to prevent further damage. I agreed to come out and assess in person for other possibilities later in the week.

  
  I inquired if she had left over turf from the job, which was completed by my predecessor, and she reported she did but that she did not want it patched but rather fully replaced at no cost. I, at no time and in no manner, told the complainant that this would be covered by warranty or myself and explicitly explained that the issue is not the fault of the turf or my company. Synlawn is the best product on the market and is specially designed to resist melting from sunlight and high temperatures; however, when there is glass or other reflective surfaces it can act as a magnifying glass and reach temperatures capable of melting turf. This is an extremely rare occurrence but we have seen pictures of other instances in ************* and it is obvious when it occurs as it forms in the lines where the sun shines through. I explained that it is not possible for turf to melt by itself; especially in a pattern as she has experienced but the complainant would not accept this explanation. 

  
  May 30th Both myself (15years experience; 10 in Okanagan and 5 Lower Mainland) and another experienced installer (7years) went on site to assess the damage in person as requested and it was once again clear that either her green house or other object in her yard was causing a reflection and damaging the turf; this is the only possibility and is not covered under warranty as it is not a defect of the turf itself or a installation error. My team and I are happy to remedy any issues that are covered by product or install warranty and we have great reviews and happy customers. 

  
  June 5th I connected with the complainant and once again reiterated that this issue was not covered under warranty and that even if the turf was replaced the issue would continue to reoccur until the source of reflection is eliminated. The complainant then reported she would see if her home insurance would cover it and if not would go to small claims court. I apologized to the complainant and once again attempted to explain the situation but she refused to acknowledge that her own structure was causing the damage. At this time I provided the complainant with the contact information for head office and encouraged her to connect regarding her warranty claim as I do not handle product warranty claims myself. 

  
  June 6th I was still working kindly and patiently with the complainant to help her find a remedy to this situation; which was unfortunately, for her, not my company or products fault. This same day the complainant started engaging in cyber-libel and defamation of myself and my company on multiple social media venues. Shortly after this I also received the notice from the BBB that this person had submitted a complaint. It is important to note that the complainant had not and still has not completed a warranty claim and yet engages in this reckless and damaging behaviour. 

  
  I have remained open, communicative, and cooperative with this client despite the attacks she continues to perpetrate online.  June 11th the complainant reached out to me and asked for information about her turf which was needed for her to pursue her warranty claim with head office; I provided her the information she needs without issue or delay.  I have acknowledged that this is an unfortunate situation; however, it is neither myself nor Synlawn at fault in this case and the complainant is refusing to take accountability.

  
  Thank you for time and consideration on this matter,

  Kindly,

  ***** *****