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Business Profile

Artificial Turfs

The Synthetic Grass Store
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/05/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 purchased 2 large rolls of turf on 5/28/2022. Cost was $2365.92. In January of this year 2025, the turf started to shed and matte. The store is supposed to offer warranty to cover this. I contacted them on 1/15/2025. ****** the store manager was sent photos and asked to file a claim. He stated that "this is common with Dayton 80" and that they have a lot of warranty claims for this one. This was also NEVER SHARED at purchase. The claim was "Submitted". No contact. I reached back out to ****** on March 2, 2025 to follow up. He stated he had not heard anything. It has been over a month and I just want my product warranted as advertised but they claim they have to reach the manufacturer in ***** and they don't hear back.

    Business Response

    Date: 03/12/2025

    Daytona 86 warranty claim was approved by the manufacturer on March 5, 2025.  The customer was contacted on the same day to let them know the replacement warranty credit is available.  We advised the customer they could either accept a replacement of the exact product or another product of equal value of the replacement credit.  The issue has been resolved between the manufacturer with the replacement warranty credit and The Synthetic Grass Store has resolved the complaint by offering the customer replacement product.

    Customer Answer

    Date: 03/12/2025


    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,

    Miranda & **** *******

     

The Synthetic Grass Store is BBB Accredited.

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