Tough Turtle Turf
Reviews and Complaints

I have been having consistent issues with my sales rep. The lies have been consistent and I have paid a deposit and still no scheduled date to complete the work. He promised me zero interest for 12 months but then flipped and said his boss wouldn’t allow him to do it because my quote was “so low”. Then after I agreed to take the 6% knowing I would pay the balance before due, I got a bill for the deposit with interest added! They PRE bill interest! No grace period during your billing term! Ive never even heard of that anymore these days! My salesman tried to write that off as if he wasn’t aware that would happen. So I asked him to cancel the loan and I will just pay for the peoject with another method of payment because I clearly explained to him I don’t do interest!

I had previously been asking for a layout design and sample materials so I can see when exactly I am agreeing to them doing. Nothing! THEN we agreed I would buy my own rocks and they would lay them. I got the quote on that. Then when the project manager stopped by and explained what his design said I didnt like or agree to it so he said he would have my sales manager make adjustments and call me back. The salesmanager Peter texted me stating he would put together a new quote adding a few step stones because I wanted 3” joists and less of a garden trail. I never got a design or a new quote.

Weeks continue to roll by! I keep asking for new quote. He finally comes back claiming the 4 extra tiles will cost over $700 (for tiles he previously told me were $40). He claimed some kind of shipping fee since its added tiles. So I said okay I will buy my own extra tiles. Its just 4-5. I just need the name brand and color so I can get perfect match. Peter is mute now. Mind you I had been asking for the specific color for weeks and weeks. When he made the sale I agreed to a dark charcoal color. He is now saying its just basic grey. They don’t have charcoal. But thats not what you told me when I signed the contract! He won’t give me the specific color and I don’t want them to do this job until I see what is being put in my yard and what Im paying for. I’m still waiting on a response. They have my deposit and I have been ready to move forward again for months! They are wasting my time and money! Its way more to the story but I would be typing forever!

Horrible customer service because they are FULL of lies! Its so discouraging and disappointing because I have had 2 events at my house with my yard not completed. The summer is passing us by and they have my deposit and are not providing details about this job so we can move on.

Mike R., Regional Sales Manager, apologized for all the things that went wrong. To make things right, he offered to reimburse us $200 for the additional charges we paid above the original quote of $5,039. Minus the hiccups, we love the way everything turned out. It's been over two months and the refund has not been returned. A lady from VP of Corp. Mgmt. was involved after Mike lost all credibility. She also promised a refund in up to 10 business days OR an immediate *** gift card of $200 - I opted for the refund. Naturally, I haven't seen the refund. The job was performed around the beginning of April. Tomorrow is July 1st. I originally reached out about my concerns mid/late April. The two things that didn't sit well was that they pulled almost $1,300 from our account w/o notice and laid no rock foundation before installing the DG. Sales person needs additional training because of inaccuracies. Referred 2 customers & got nothing for it - referral program sucks.

I received an estimate from this company roughly around March,2021. The job was to remove and replace old artificial turf in my yard and replace with new. The sales person recommended keeping an area of the yard without turf for the dog to use to urinate and defecate. He described the area to me as being covered with "decompressed granite. He described it as a hard surface and showed me some photos. It led me to believe that it was a hard surface, like a concrete. When the job was done, it's merely a patch of dirt. It gets messy, my dog digs holes. I complained it's not what was described to me. They made offers to put turf down (for additional money) first for $800, then the project manager offered to do it for $200. I agreed. They still have not done it two months later and have ignored my messages. I am not pleased with the service and lack of honesty after spending $5,000 dollars. I would like them to honor what they said they would do and finish the job correctly.

Vince S from Tough Turtle Turf came to my house in February and gave me a quote of $12,600 for a landscaping proposal. He provided the attached drawing below for the build plan. The corner where there is a red path is surrounded by a white area, which is supposed to be rocks. The job was supposed to incorporate the current desert landscape into the new area on the corner. They were also supposed to add matching rocks to the border of my backyard to "refresh" their appearance. This was all part of the original quote. Vince didn't include the portion about the rocks in the final proposal that lists what's going to get done. It was included in the drawing, but not the listing. All of this was part of the same contract I signed. I have a verbal agreement with Vince that included rocks and I have a drawing proposal that includes rocks. The only thing that doesn't include rocks is the list of services. They then quoted me an additional $2,134 to add rocks to the project.

Job with Tough Turtle in SD on March 3. I had documented specific instructions/complaints with the grade of the area since March 31. Once completed, there was a significant slope, exacerbated by adding on to the existing slope versus reducing to a lower grade, as instructed. They neglected to have me come on site to inspect their work before completing, as requested. I was living remotely. Since I had asked for the slope of the grade to be reduced, that would have meant having their team come back on site to fix it. Chris had texted that work was out of their scope. Also, the sprinkler timer worked before construction but not after. Finally Greg, Chris and another employee came on site. Greg's comment was "we built the grade based on the existing conditions". Believing him at the time, I signed the completion order on May 6. However, afterwards I got a 2nd opinion. The new contractor stated it was not a problem to fix and I paid him $3k. I'd like Tough Turtle to reimburse me, they declined.

We had tough turtle turf come to our home to replace the artificial grass in our back yard. The sales man said that the blue backed turf would be cooler. We bought. I took the day off to be home to have the turf installed and the supervisor and the manger showed up and told me that they sent my turf to the wrong address. They came back a couple of hours later and left one guy to do the work. The salesman said that they would take out 2 inches of dirt out of my backyard and after a conversation they finally did take that out. As they were putting in the new turf we noticed that the backing was black. We asked the installers about the black backing and they said there was no difference . Then the finished the work. After they left we noticed that on the east side of our house the water pipe was leaking. We called our salesman and he told us that he no longer worked for them. I emailed the company and I am now getting the run around. As of today I am getting the procedure run around.

8/27- materials dropped at 8am in front of our house. Crew was scheduled to arrive between 7-10am. 11am we called to see where they were, was told they would call us back. 12pm called them back cuz never heard from anyone. Said we will hear back soon. Received a call at a short time later, they were due to arrive in 10 minutes. Supposedly they had the wrong address, but they had already delivered the materials. They finally arrived after 1pm. Worked for approx 4 hours to complete a job we were told would take 1-3 days. I wrote a *** review same day and heard back from them. I emailed Bailey V that same day. Didn't hear back for a few days. Told her my complaints. Crew was late. Didn't clean up anything we had to clean it all up. Dropped nails in our pool that rusted the bottom, ruined my outdoor rugs by shoving them under tables, there was an indent in the turf, the seam is coming up, they didn't remove the remainder of the dirt that they were supposed too. More to this story...

We spent thousands of dollars and had to take out a loan to put the turf and compacted dirt or whatever it is called in our yard. . We were told by their representative that it would look good and a smart investment to add the compact dirt. We ask over 15 times if our dogs would be able to dig into and the reply was always NO. It was then told to us we needed to spend more money to cover the window with a certain material so the turf would not burn by the sun another lie. Photos were sent to the company showing the damage, they were sent in May, we received no response come to find out the guy was fired. Finally getting someone on the phone today, we thought she would be able to help. Then we received an email stating there is nothing they are willing to do because the warranty doesn't cover the damage. The sales rep that came to my house shouldn't be allowed to lie and the company backs them. My yard is a mess now. The lady who pretend today that she would help didn't even have the respect to call back but sent a discussing email. ,.

On January 13, 2022 Tough Turtle Turf installed mulch and decomposed granite (DG) in my backyard. I paid them $13,933 upon completion. Approximately March 22, 2022 I called and texted the company that there was a crack in the DG and it didn't appear even. Also grass was already coming through ground barrier in the mulch. No response. After numerous calls a rep came out approximately April 20, 2022, took pictures and promised to get back within a day or 2. No contact until May 14, 2022 when he called - said they would repair bender board around DG and would even out DG for $370. I paid them $13,933 in January and don't feel it's fair to pay for their repair which is under 1 year warranty. I've called 8 times since May 1st plus emailed with no return calls that had been promised. I tried to be patient but they have made zero attempts to rectify my concerns other than take pictures a month ago. Extremely frustrated and disappointed. I'm 70 years old and have tried to be reasonable but to no avail. Please help with a fair resolution.

May 4th I was sent a bill from Tough Turtle I called them, I emailed them I tried to reach them multiple times to go over my bill as I never received a copy of my contract. I just wanted someone to go over the details with me. May 6th I received an email from Tough Turtle that contained a contract that I supposedly signed. I emailed them back on May 6th to inform them that I had never seen that document and my signature was forged. May 13 I received an email stating they "found" a hard copy of the original contact. May 13 I emailed them back to inform them that it was unacceptable for them to forge my signature and that I would be reporting them. May 13 received another email from Tough Turtle stating "I'm not sure about that. We are working on different systems and the previous contract was in our old system that we are still using. On the new system I'm still getting familiar with it and wasn't sure where to find the documents, until yesterday when I went looking. I do want to apologize for any inconvenience you had." This is inappropriate behavior as it is never alright for someone to forge signatures.

We had this company install turf in our backyard. We were told that we would never see the seems where the turf was put together. In March this year we notice the seem lines and contacted the company. They sent out the first person to see what was wrong. He told my husband that the turf should be replaced and would give us a call in a few days. Never received a call back. I called again in a few weeks for status and was told that the first person no longer worked there. They sent a second person out to look at the turf, again he also stated that the turf need to be replaced and would call back in a few days. I called and called and found out that the second person quit. A third person (Martina) came out again to look at the turf and again she also stated that the turf needed to be replaced and would call with status in a few days. No response from anyone other then they will give us a call back. I have called and called, emails sent to the VP of the company in Vegas and my husband has also dropped by the office. No help from anyone. They are still not returning our calls or emails. Any help you could provide would be helpful.

11/1- Contract Tough Turtle Turf with Vincent S for leveling, pavers turf and rocks. $14,500; paid $6805.83 ***. ID number ***. Turf material and installation (Turtle Power); Edging pavers material and installation; Holland pavers material and installation; Rock bed material and installation/Selection: Spring Mountain 3/4; Grading and/or non-concrete demolition-add/remove up to 2" to level-adding level; limited time offers. Total price: $14,500. The nature of the dispute is the amount of leveling and type of rock I was supposed to get. The company told me that they have to charge me more for the confusion with leveling; the company wants to do half of $13000 with me. So I'm surprised they tell me I have to pay $6500 for leveling and Adam Lorey said he was man*** and I'd lose money. I told him I was going to call police and he talks with someone and stated that the company will make the rocks right and lose $1200. I sign for the leveling, letting Adam know I do not want rocks as a filler. He said it would be crushed rock. I received dirt, boulders, rock and trash and the workers were spreading it all over my back yard. I'm working with the business, but they said I made death threats to them, which is not true. I have video off yelling at them for $13,000 for what they sent to level. This company of not trustworthy.

Invoice date: 7/18 Paid $6,777.00 We had turf put in our front yard. It was within the first 6 months that the turf was starting to have weeds come up through the material. They to told us the material backing will not allow any weeds to come through. Then we noticed that the turf was starting to lay down in certain areas. We used a rake to try and get to stand back up but over more time it just got worse. After many attempts of getting a hold of them they finally sent someone out. This person told us that it had totally been installed incorrectly and too much sand was used, causing the issue of laying down. They sent out 2 men and a machine to try and get it to stand up, to no avail. They said that they would have to replace because of the poor install job. After going back and forth with them via phone and email, they claim this is high traffic and there is nothing they can do. We do trim and cut the bushes but this is by far a high traffic area. Not only that but we should not be having the amount of weeds coming out of it that we do. We believe that this is not the same grass that we originally picked out and the 2 sets of different people that they sent out knew that this was a very poor quality install job causing the issues. We just want the grass we originally picked out and installed correctly. This product looks terrible and is in our front yard, making it even worse. We tried working with them to make it right and they absolutely refused to make things right. It is a lot of money to have paid and not get the results we paid for.

I am filing this complaint due to the insufficient and unapproved work by company. I had my backyard done by tough turtle turf, at the time it was our first home and I didn't really know the process. Before install the consultant (Mitchell) guaranteed the layout tough turtle would be installing would 100 percent be approved without sending in approval paperwork, but that wasn't the case. Tough turtle then came and installed without proper approval. Before coming to install I did reach out too competitors and found tough turtle were double of what competitors were othering therefore I wanted to cancel. I reached to Mitchell via text and cancelled work I got no reply. Next day I finally made contact with contact with consultant(Mitchell) who advise we could not cancel service due to 3 day policy with I did contact within 3 days to cancel. At this point company is saying we can not cancel , we were technically coerced me into using their company . As time went back we noticed our pavers weren't the same as pavers that matched house, HOA has sent us a letter stating white rocks are not approved as well as the blueprint tough turtle submitted wasn't detailed enough. I have been reaching out to the company for about to 2 years and have not received any emails , calls, voicemails on the concern. We have to get this approved ASAP for HOA so we can avoid all penalties. There is obvious something unprofessional and unethical behind the scenes going on with this company. I am asking tough turtle to please reach out to correct all mistakes . I'd like matching pavers as in I paid for matching pavers, I'd like rock color too be corrected as in rocks were installed without proper approval and Also please resubmit a proper blueprint so we can become complaint within HOA standard as well as adjust or refund money that was paid to conflict work that was done.

1. When the initial install was complete you could barely walk on the turf because the subgrade underneath was so rough with large rocks that were large and too rough to walk on. There is no way that 4" inches of the original base was removed and replaced with new base. 2 When TTT came back for the second time to answer our complaints, the original installer apologized for the quality of the job done and the clean up effort. He said he had someone chirping in his earbuds to hurry- hurry to get to the next project. This paints a pretty clear picture that the original effort was done poorly and that anything to remedy this would be just a bandage and the real base of the problem was never getting fixed. They brushed the turf again. Its was still rough and uneven underneath and they left. We knew this was not over. 3 After many calls to get someone back again because the turf that never stood up originally was STILL not standing up. Someone came on a Saturday in a Mercedes ( *** with the original installer and they put 7 bags of sand on the turf and brushed it again. This helped with the sharp edges but did nothing for the turf to stand up. Its never has stood up correctly and right now there is no indication that it ever will regardless of your insulting suggestion that we should pay $350 for maintenance. 4 5. Last week 4/27 or 4/28 we had one project manager show up (Jose). He agreed that the installation was not done correctly. They mentioned that the turf should be unrolled and allowed to stand up in the sun after being in a roll. This did not happen. It went straight from a roll in our driveway to being rolled out and cut and nailed down. They explained the way the turf was tucked up against our retaining wall was sloppily done and could have been so much better with a little effort and skill. He additionally stated that more than half of the turf has failed and matted and that if the rocks underneath were not properly compacted.

3/29 Eric J came out for the estimate. Drew up the plans and we agreed to go with this company. 5/3 was install date. First they brought the wrong amount of brick and only did 2 layers. Had to call Eric and he got the rest of our brick. I kept showing the crew how the design was supposed to be and they never followed it. They built it so high it was leaning towards our pool equipment. 6/24 they finally sent someone to look at the wall as it was already coming apart. 7/12 crew was supposed to show up at 3pm, they were sitting in my neighbors yard at 1:11pm when I got home and they were blocking my driveway so I could not get into my garage. I had to text the new person assigned to our job so the crew would move and I could get into my garage. 1:35pm the crew started working without knocking or talking to me first. I sent a text with photos of the issues with our grass so that could be addressed along with fixing the wall. Crew never spoke to me and if I tried talking to them they ignored me. They also hauled away the brick I paid for without asking. When I brought all of this up the answer was "I'll call them now". I have never heard back from him about any of it. 8/12 I posted a yelp review, owner replied on 8/19. I didn't realize they had responded and when I did I followed what they asked and emailed them on 1/4/22 and again no response from them. We were promised pet friendly grass that can be used year round only to find out when they say theirs is cooler than the competition it's only by a few degrees according to the second person I dealt with to fix the wall. So now during the summer I have to water the grass so my dogs can go to the bathroom. I water this fake grass more than I ever watered my real grass at our last house. I have nails coming up, grass coming up in spots, grass always smells and a wall that was never designed right and they took away the brick I paid for! I have text and email threads to back all of this up.