Complaints

This profile includes complaints for Artificial Grass Masters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Artificial Grass Masters

  16681 N 84th Ave Ste 140 Peoria, AZ 85382-4784

• 

  Artificial Grass Masters

  7146 W Bluefield Ave Glendale, AZ 85308-8112

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:03/14/2025

  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.

  05/2018, contracted with Artificial GrassMasters to provide and install artificial turf. *************** both quoted their materials as having a 15 year warranty. ********* business card stated 10-year warranty, and ******* business card stated 15-year warranty. Called company in February this year as turf appeared to be shredding. It took numerous calls and re-schedules before ******* came to review. When he came, he agreed we had a 15-year warranty. He initially told us to contact manufacturer to have replacement turf shipped to us. He did not provide name or contact info of manufacturer. He called back to office and spoke to someone, and afterwords provided a quote for repair which was almost as high of initial cost of 2018. We questioned his quote as why a there is a tax when material is under warranty, and labor is not taxable in *******. Also, we told him we would have City pick up old turf and therefore there is no "disposal fee". We suggested he go back to office to "sharpen his pencil" regarding the quote.A few days later were informed by the manufacturer - TURFHUB, that our grass has only a 5-year *********** one from Artificial Glassmaster's have been in contact with us to date.

  Business Response

  Date: 05/08/2025

  ****** ******* - Owner

• Initial Complaint

  Date:03/05/2024

  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.

  The forms and pictures were submitted to the the supplier, Turf Hub. They cannot verify a purchase  within a reasonable time fame of the customer purchase from AGM. ******** (**** claims mgr.) has repeatedly called AGM for verification of this purchase and AGM will not return their phone call. Tuff Hub has been very responsive to to my calls. ******* from AGM, on 1/23/24, said she found the order and will send it to Turf Hub. No documents were received. This is the start of breakdown in communication as ******** tried repeatedly tried to contact AGM, but they wound not return their call. After waiting over 30 days and repeated calls to AGM and receiving no return calls I filled a claim. Turf Hub.

  Business Response

  Date: 04/11/2024

  Turf hub the supplier has a list of all of our purchases dates and names of all of our customers. This is a requirement for their claims and return department. 

• Initial Complaint

  Date:03/21/2023

  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.

  We hired AGM to do our backyard (about $30,000 project) from scratch back in January to build 2 travertine paver patios, a large artificial grass area (selected one of their highest grade turf), a travertine border and irrigation system. Not their fault, but the project manager left the company before the project started. Communication has always been (and still is) VERY reactive on their end after we call/text. Since the first time they finished, there were a dozen unsettled pavers throughout the yard, massive wrinkles in the turf and the quarter minus (dirt under turf) sank up to 4-8 inches deep in multiple places due to not being compacted properly. Another project manager from AGM was horrified when he walked the property to inspect the job. Once we paid in full, AGM didnt care to prioritize our job.We had to schedule AGM to come back to make fix those issues eventually (which took weeks). After they thought it was done, we found multiple areas in the grass that are still not leveled or graded properly. This is an on going attempt at a resolution. AGM says theyre going to show up, but dont. Constantly having me reschedule to accommodate them instead of me, the customer. **** the Sales Manager made promises to be attentive, to have better communication and resolve our issues, but that hasnt happened (just empty promises). AGM continues to take in new projects without finishing old projects and its always something Hopefully the owner **** reads this and actions it ASAP by calling me back. The kicker here, I had AGM complete a job at my last house ($8,000 project) back in Dec 2019. And because Im a Veteran, I wanted to support a Veteran owned business here in AZ. I just wish AGM cared as much about me as I did cared to be a repeat customer for them.At this point, Im ready to hire another landscaping company to fix their mess and send AGM an invoice.

  Business Response

  Date: 08/22/2023

  Glad we were able to come out and get you squared away. Let us know if anything else comes up, we are always here for you. Thank you for all your continues business and support. 

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

  Business Response

  Date: 12/22/2022

  This Job was completed and all repairs were completed.