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:09/07/2022

  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.

  OC Turf and Putting Greens installed artificial turf on April 28, 2022 for $2,717. About 8 men came to my side-yard and immediately started to dig out area that the agreed upon artificial turf was to be installed and dumped a large load of sand. I checked with the owner of the company, *****, who was also there, coordinating the job. As we were discussing the job, ***** casually said that I would need to have a "drip watering system" put in in to prevent "white stains" from the calcium in the water. I was shocked when hearing that. ***** had never mentioned that I would need a "drip system, nor that "white water stains" would occur from my conventional sprinkler system. ( I had a border of other plants that needed to be watered.) I was very upset. I was on a tight budget on this project and I could not afford to spend more money for additional work that was needed to complete this job. ***** said that "he had told me this before." He was adamant. I was going on vacation and was afraid to have my sprinkler go on and ruin my artificial turf. Therefore, I hired a college boy to hand water my live plants for $100 while I was away. I also hired a gardener to install a "drip system" which cost $1100. I saw a few white tinges of white water stains after my gardener left. i spoke with ***** when I got home from my trip and he offered to have his men come and clean the artificial turf. I refused his offer because that would not prevent further "white stains" in the future. In a subsequent call to *****, he said the "I should not worry about the future and enjoy life now." I am a 77 year old single female and am wondering if this was "elder abuse." *****, the owner, was not candid in explaining his product before I signed the agreement. I want some kind of warranty so I do not have to worry about future "white water stains." Also, I want to be reimbursed $1100 for the drip system and $100 for hand watering.

  

  Business Response

  Date: 09/14/2022

  Hello, 
  
  
  Thank you for sharing your experience with us. However, we feel it necessary to clarify the concerns stated in your complaint. 
  
  We want to let you know that ***** did not mean to imply any form of elder abuse in commenting on your concerns about the future watering of your turf we sincerely apologize for any miscommunication this may have caused. During your previous conversation with *****, he informed you that we could install a drip irrigation system for an additional $200, a significant decrease from the $1,200 you paid for hand watering and drip system installation by separate contractors. It is impossible for us to know the quality of the water in your irrigation system and cannot predict how your water will affect your turf until after we begin removal of your existing yard which is why we notified you of the situation once we could see what would be needed.  In addition, we did offer to come out and clean your turf however you decline the service. While we understand the urgency behind wanting to fix this issue, unfortunately, we are not responsible for installations completed by contractors not associated with ******* & Putting Greens and therefore cannot refund you the $1,200 you paid for services after the installation of your turf. 
  

  We have included a couple articles regarding the hard water issue for your review as well.  
  
  
  https://syntheticgrasswarehouse.com/askjw/ask-jw-hard-water-deposits-on-synthetic-turf/
  
  
  https://turfresh.com/blog/synthetic-turf-maintenance-for-hard-water-stains/#:~:text=When%20this%20happens%2C%20you%20may,matting%20down%20your%20turf%20blades
  
  
  We sincerely apologize for any inconvenience this may cause, and we still want to help you find a fair resolution to your issue. Please contact us at your earliest convenience so we may discuss your complaint in further detail.

  Customer Answer

  Date: 09/14/2022

  The term "elderabuse" was used because ***** talked to me as a child, or someone who who was not aware of reality.  When I complained that I was concerned with the "white marks" that *** form in the future, he told me that I shouldn't be concerned with the future, and just enjoy today.

   

  ***** never mentioned before he arrived on the installation date, that there were different types of water qualities and there was no way of knowing how my quality of water would affect the artificial turf.  

   

  ***** DID NOT offer to have a drip system installed for a cost of $200.  

  

  Business Response

  Date: 09/20/2022

  As we stated in the original response, we cannot be responsible for water quality issues with our customers property. The only way we would know if you would need a drip system is during the installation process once we remove the existing grass something that we, in fact, did mention during our conversation on the day of install. Our 5-star status on Yelp can speak to our reputation for effectively helping customers achieve their desired results with artificial turf installation; we do not falsely claim we offered a service that we actually did not mention.
  
  We did offer to install your drip system for an additional cost of $200 which you declined. To reiterate, ******* & Putting Greens will not refund you $1,200 for services completed by third-party contractors. In addition, there is not any turf company that would provide a warranty in regards to hard water stains on grass as this is something that we cannot control.  We are happy to discuss alternative solutions, but the requested resolution is not possible at this time.

  Customer Answer

  Date: 09/22/2022

  OC Turf and Putting Greens is not being honest.  I was never offered the ******* and Putting Green the proposal of installing a drip system.  

  I was never told that there may be white spots or any other spots or that I would need a drip system BEFORE THE INSTALLATION WAS STARTED.  

  I DO NOT ACCEPT THE FALSE INFORMATION THAT THIS COMPANY IS GIVING.