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Business Profile

Artificial Turfs

Turf Masters
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/14/2024

    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.
    To whom it may concern:We purchased turf/putting green for our backyard in May 2021. Our turf has slowly been shifting and grass has been coming off to the touch resulting in missing patches of grass. We have tried to contact Arizona Turf Masters through email and phone multiple times and were told they would follow up, with no success. We have a manufacturers 10-year / 5-year standard warranty. Since our turf is still under warranty we would love for someone to come out and help us get this remedied.

    Business Response

    Date: 07/25/2024

    Hi - Not sure how I missed this one. But we will get it taken care of.

    Hi ******,
    Thank you for your patience. I've followed up, and while we haven't received approval from the manufacturer yet, I will go ahead and pre-approve your claim. We'll await the credit from them. ***** will be reaching out to you shortly. I apologize for the delay in addressing this matter

    Customer Answer

    Date: 07/29/2024


    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.  Turf was replaced 7/29 and looks great.  
    Regards,

    *****************************

     

  • Initial Complaint

    Date:02/28/2024

    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.
    Artificial turf defective, the actual grass is falling out of the base. The problem was identified in early December 2023 and contact was made with the (actually subcontractor) at that time. Communication has been by email with 6 contacts to the contractor since the issue was discovered. No resolution to this point in time. The turf was installed about 2 1/2 years ago, warranty was for 2 years and at this time the warranty will (or should be) prorated.

    Business Response

    Date: 03/11/2024

    Customer ************************************************************************************************************************************************************************ ** 85249

    Hi Arizona Turf Masters - was waiting on the manufacturer of the product to approve Mr. ******** warranty request. It actually came in the same day he filed this claim and he has been notified that the product is under warranty and he can choose to have us reinstall at our cost or have another company do the work.

    Thank you - *********************** - Operations Manager

    Arizona Turf Masters

     

     

    Customer Answer

    Date: 03/12/2024


    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,

    *****************************

     

Turf Masters is BBB Accredited.

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