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:04/04/2025

  Type:Delivery 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.

  I am expressing my frustration with the lack of communication and follow-through regarding the scheduling of my backyard transformation project with Big Bully Turf.Despite repeated assurances that someone would contact me to set an appointment, I have yet to receive a single follow-up call. Ive made multiple attempts to get assistance from customer service, but each time Im told someone will reach outand no one ever does. There appears to be no urgency, accountability, or willingness to move this project forward.Most concerning was my attempt to communicate directly with the designer about potentially canceling due to these issues. Rather than offering support or a solution, the only response I received was a thumbs-up emoji, which I found dismissive and unprofessional.

• Initial Complaint

  Date:01/16/2025

  Type:Product 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.

  On 8/30/2024 I signed a contract to have some artificial turf installed in the front parameters of my home. The representative for Big Bully Turf that came to my home was **** ******************, email: ********************************* He came & measured the property and gave me the total cost of the project, which was going to be $24,596. The required down payment was $1,000.00 but I paid $5,000.00. The rest of amount was going to be financed by Good Leap. Ordering of the materials was pending on the finance company approval of the loan. I received Good Leap contract, which I signed originally, but rescinded because I was not please with the terms of the loan and I contacted Good Leap & informed them of such within their 72 hours frame described in their contract & they cancelled the loan contract. No where in Big Bully Turf contract did it mentioned that my down payment was non refundable, as a matter of fact Big Bully Turf representative kept calling to see if I had signed the loan contract so they could order the materials & start the project. So when I called the local office & talked to someone by the name of **** (this is the same person that has been calling me) to inform me I could not do the project right now, thats when he told me my down payment was non refundable. Since then I lave been calling the corporate office several times & no one has been able to help to resolve the situation or even attempted to call me back. The last person I spoke to **** ********, she told me she is the one who handles those issues, she emailed me once with a copy of the back of the contract, which still did not mention anything about the deposit being non refundable. I have tried to contact her ever since, by phone, email, left messages and I havent gotten a response back from her. Her name has I mentioned before is **** ********, *************, email: *******************************

• Initial Complaint

  Date:01/08/2025

  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.

  I had their artificial grass installed as well as a drip system installation which includes capping off some of the sprinklers. Since they installed this grass, my plants in the drip system are in the process of dying even though my water bill went up $100. Then they sent two people to increase the water pressure and the plants are still dying, really dead most of them, even though my bill went up another $200. Their communication has been spotty and at this point they have not contacted me even though I have talked to and left messages for my **** *****.

• Initial Complaint

  Date:11/02/2024

  Type:Product 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.

  Received violation by the city of ********** stating that Big Bully Turf didn't get proper authorization or proper permits to turf my yard. It was also stated that the entire city of ********** isn't allowed to have synthetic, artificial lawn or plant materials to satisfy their cities landscape ordinance.....something I didn't know until I received notice of said violation.Was told by the code enforcement officer for ********** that Big Bully Turf never contacted them to receive authorization or proper permits to do the work that I paid for in the amount of $9880. It was also stated that the job would not have been approved due to city ordinance and codes. I was also not given proper time to verify for myself within the 10days stated in their service agreement to cancel the service if it had not approved. I have made several attempts to contact the company to make them aware of the issue and potential issues that may arise if I don't rectify the violation within 10 days from 10-28-2024 which is the date of my violation, but the only person I have spoken with is the initial salesman and the person who takes payments. Big Bully Turf isn't trying to refund any amount of the $9880 that was paid due to their lack of seeking proper authorization and permits and told me that as the homeowner, I needed to provide the permit. The salesman never mentioned that Big Bully Turf nor myself needed authorization or permits to complete the job and that they(Big Bully Turf) never had to seek authorization with the *** or city for any of their previous installations.I feel like I was scammed and may soon be out of more money or even my home if I don't get this rectified soon. I am a disabled vet on a fixed income and cannot afford any more mishaps or to lose my home. Please help in the best way possible.

  

  Business Response

  Date: 03/25/2025

  I am responding in regards to this matter. We spoke with ******* back in December trying to resolve her situation. When we do an install, we let all our clients know that they are responsible for knowing their HOA, municipality or state ordinances in regards to their plans. I spoke with ******* back on December 12, 2024 as she disputed her CC transactions for the install because she felt she was taken advantage of by not knowing these ordinances. I made several attempts to call her and let her know that we would go back and clear the installation due to her threats at our own cost. I will be placing another call to her today and making an offer to her to do this once again. 

  
  

  If I can get a hold of her, I will try and make this offer again to her, but many attempts to resolve this have fallen through.

  
  

  --
  

  ****** ****

  RISK MANAGER
  

  
  

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

  *********, NV 

• Initial Complaint

  Date:10/06/2024

  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.

  8/20 Poor Product Quality, Inadequate ****************, Damage to Property I purchased 512 sq ft of new turf, 45 ft of ****** board, and 750 ft of ZeroFill dog deodorizer to be applied to my existing turf. The experience has been frustrating, and the company has failed to address the problems caused by their installation and repair services.The ZeroFill product used on my existing turf is highly visible and unsightly, clumping together in a way that has significantly degraded the appearance of my yard. This was not the result I was promised when I purchased the product. In response to my complaint about the clumping and visibility of the ZeroFill, Big Bully Turf sent a technician equipped with a power brush. Unfortunately, the excessive use of the power brush caused noticeable wear and tear on my existing turf, leaving the area damaged. Instead of improving the appearance of my lawn, the companys intervention made the situation worse. Inadequate **************** and Communication:I initially worked with a representative named ***** who assured me that green infill could be used to fix the issue. Weeks passed with no follow-up. When I reached out again, I was told that the technician was unavailable due to illness, and that the green infill would cost extra. I made it clear to **** that I would not pay for additional work to correct a problem caused by their services.**** then became argumentative, claiming the company was not responsible for my existing turf because the blades were too short. This was especially frustrating because they sold me the ******** product for my turf in the first place. His attitude was unprofessional, and he even stated, I dont care when I informed him that I planned to file a formal complaint due to Failure to Resolve the Issue. I was told that the companys vice president would contact me to address the situation. However, despite this promise, I never heard from anyone at Big Bully Turf again.

• Initial Complaint

  Date:09/05/2024

  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.

  I had artificial grass installed in June. Everything is great with grass. When they left I realized they broke a sprinkler hose. Water was shooting everywhere. Mostly on my concrete patio. I have called and emailed several times. No call back. Numerous promises to fix, no one has showed to fix it. I just want it repaired. Its been 2 months without resolution.

  

  Business Response

  Date: 03/25/2025

  ****** ****** emailed our office on September 6 to notify us of a broken sprinkler and let us know that she was upset that she had a broken sprinkler. This broken sprinkler was attended to by our Project Manager on 9/28 when we were able to get a crew out to fix the problem. 

  
  

  Our crew went out to her house and fixed the issue and there should be no further issues for this complaint. 

  
  

  This complaint should be removed as the issue was resolved already. 

  
  

  --
  

  ****** ****

  RISK MANAGER
  

  
  

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

  *********, *******;

• Initial Complaint

  Date:07/19/2024

  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.

  On April 30, 2024, Big Bully Turf replaced our old turf and underfill which smelled badly of urine and paid $7,200. They said if they replaced both the turf and underfill, that would take care of the smell. By the 2nd week of May it started to get hot and we started using our swamp cooler which is located right by the turf. That is when we noticed that we still had the urine smell that was being blown into our home. It was unbearable. We immediately called Big Bully's customer service and kept being told for more than a month that someone would call us back to come out and assess. Finally after 2 months, their guy came out and agreed that the smell was unbearable and said their installers probably didn't enough of the old dirt from underneath. He promised try to have our issue resolved within 2 weeks. That was 3 weeks ago. We have called several times for updates but are being ignored with no callbacks or text messages. We have now wasted over $7k to get rid of urine smell that we still have. Please advise if you can provide any assistance in getting this resolved.

  

  Business Response

  Date: 03/21/2025

  This client had us do an installation because of a pet smell coming from their old turf. We replaced the turf and used our Pet Deodorizer infill in addition to removing the dirt that existed in the area.. This infill is a great product that we use on all our installations. Please go to the website to see the product. ZeoFill ZeoFill Products

  
  

  This homeowner has 4 large dogs and those dogs urinate in the same spot over and over. We have had our very experienced Project Manager go inspect the property and his determination was that the dogs have been urinating by the swamp cooler even before we did our install. This isn't a bad installation or customer experience issue. This person needs to set another part of their yard for their dogs to urinate. 

  Customer Answer

  Date: 03/22/2025

  These people make up stories to fit their narrative.  We have ONE large dog and 3 small dogs less than 20 lbs.  Our home is located on 1/3 of an acre that the dogs roam freely around the entire backyard and do not pee in one spot.  The side yard where the more than ************************************************************************** it rained, it did pooled near the cooler.  We discussed this problem with their Project Manager when he came out for the estimate and he assured us that they could correct the sloping and get rid of the smell, which they didn't.  We paid nearly $8k and 3 weeks after they installed their turf, the weather turned hot which is what makes the urine smell very strong, so we called them many times only to be ignored for nearly two months.  They finally came to try to fix it but messed up the sloping to go back toward the house instead of the drain and it still smells when the weather is hot; therefore, we cannot use our swamp cooler during that time or the smell comes directly inside.  We have zero confidence in this businesses and their customer service is horrendous.  We do not recommend them to anyone.  Their product is incredibly expensive and is not easy to clean, is much hotter to walk on in the summer, and weirdly shocks people as they walk across.

• Initial Complaint

  Date:05/04/2024

  Type:Customer Service 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.

  3/26/24. Agreed to put putting plus chipping area in, 4 holes, and hills. $5300 Paid in full. Only 1 hill installed ******************* not installed by Big Bully Turf. ***** rep tried to upcharge me for what he said was restocking fee and additional putting green. 3 times he said putting ***** was 25 feet but his drawing stated 24 feet. My green he marked was 26 feet. Owner waved 2nd bill but green is does not have 2nd hill and is sloped toward house causing flooding on patio. It's where 2nd hill was to be. Code vialation. Flags missing caps different color base.. I am over **************************************************** all of which are recorded by security for evidence.