ComplaintsforArtificial Grass Masters

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Artificial Grass was installed in 2018 by Artificial Grass Masters (AGM) with a 15 year warranty from the supplier Turf Hub. The grass developed deep ruts in late Nov. I contacted the installer Artificial Grass Masters in January of 2024 and spoke to ****************** regarding the problem. I sent photos and the problem was reviewed by ************ with AGM. He said via e-mail, that this was a manufacture issue. They provided me with the warranty claim info for Turf Hub. During a later phone call to ******* for follow up she admitted that they have no further contact with ********. I had to contact Turf Hub to initiate the warranty claim. They have been very helpful through this process. I contacted AGM stating Turf Hub needed an invoice and documentation with Dye Lot # and Roll #. This information has not been properly supplied even though Turf Hub and myself continued to follow up. At this time AGM with not return my phone calls or communicate in any form with me. Same is true for Turf Hub.

  

  Business response

  04/11/2024

  Turf hub the supplier has a list of all of our purchases dates and names of all of our customers. This is a requirement for their claims and return department. 

  Customer response

  04/12/2024

  The forms and pictures were submitted to the the supplier, Turf Hub. They cannot verify a purchase  within a reasonable time fame of the customer purchase from AGM. ******** (**** claims mgr.) has repeatedly called AGM for verification of this purchase and AGM will not return their phone call. Tuff Hub has been very responsive to to my calls. ******* from AGM, on 1/23/24, said she found the order and will send it to Turf Hub. No documents were received. This is the start of breakdown in communication as ******** tried repeatedly tried to contact AGM, but they wound not return their call. After waiting over 30 days and repeated calls to AGM and receiving no return calls I filled a claim.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired AGM to do our backyard (about $30,000 project) from scratch back in January to build 2 travertine paver patios, a large artificial grass area (selected one of their highest grade turf), a travertine border and irrigation system. Not their fault, but the project manager left the company before the project started. Communication has always been (and still is) VERY reactive on their end after we call/text. Since the first time they finished, there were a dozen unsettled pavers throughout the yard, massive wrinkles in the turf and the quarter minus (dirt under turf) sank up to 4-8 inches deep in multiple places due to not being compacted properly. Another project manager from AGM was horrified when he walked the property to inspect the job. Once we paid in full, AGM didnt care to prioritize our job.We had to schedule AGM to come back to make fix those issues eventually (which took weeks). After they thought it was done, we found multiple areas in the grass that are still not leveled or graded properly. This is an on going attempt at a resolution. AGM says theyre going to show up, but dont. Constantly having me reschedule to accommodate them instead of me, the customer. **** the Sales Manager made promises to be attentive, to have better communication and resolve our issues, but that hasnt happened (just empty promises). AGM continues to take in new projects without finishing old projects and its always something Hopefully the owner **** reads this and actions it ASAP by calling me back. The kicker here, I had AGM complete a job at my last house ($8,000 project) back in Dec 2019. And because Im a Veteran, I wanted to support a Veteran owned business here in AZ. I just wish AGM cared as much about me as I did cared to be a repeat customer for them.At this point, Im ready to hire another landscaping company to fix their mess and send AGM an invoice.

  

  Business response

  08/22/2023

  Glad we were able to come out and get you squared away. Let us know if anything else comes up, we are always here for you. Thank you for all your continues business and support. 

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted this company at the begining of May 2022 and on the 10th of May ***************************** came and checked out my lawn and immediately agreed that the artificial grass needed replacing under the warranty .I have e-mailed and phoned him several times on this matter and he keeps telling me they are waiting for the grass manufacturer to send them replacement product.It has now been over 22 weeks since he came to check the lawn out and still nothing has happened. It is getting pretty bad and I am bothered that the *** is going to start getting on my case.

  

  Business response

  12/22/2022

  This Job was completed and all repairs were completed.

  Customer response

  12/22/2022

  
  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,
  
  ***********************
  
   
  

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A year and a half ago I had grass installed from this company. Just after a year there were 3 very visible seams showing. I contacted them to repair it so the project manager came out to see the issue. He stated that the grass wasnt installed properly and that it would need to be fixed. On the first scheduled repair date the crew came and looked at the grass and told me they had to leave but would be back in 3 hours to complete the job. They never came back and received no update from the business. I called the next day and they were unaware of the job not being done. I was scheduled again for repairs and two weeks later they came out but only ********* of the issues. I called again and informed them the job was not done and was told they would call me to schedule to have the job finished. A month later I had not heard from them so I called and they said they were running behind. Understandable, but no communication about this. Fast forward another month and I get a call that they would like to see the issue. A different project manager came out and looked at it and said the grass was defective and that during Covid they had unknowingly purchased defective grass from the manufacturer and that he would file a claim because they have had over 40 claims on the grass sold in that time frame. The next day I get a call that it will cost me $2800 to have new grass put in. The contract they have stated labor warranty covers 2 years with exceptions to damage caused by singeing, burning, or damage caused by pets/people. Not the case since he said the grass was defective. The day after that I get an invoice with a price of $3700 but they will take $750 off of that. The labor warranty article makes no mention that defective grass is not covered. The company is refusing to take accountability and honor their 2 year labor warranty. I have attached a photo of the labor warranty section from their invoices.

  

  Business response

  08/08/2022

  We do apologize, you understand that you had some concerns regarding the seams. After our team came out to visit with you we realized that there was a problem with your grass much larger than the seams. We didn't see that fixing the scenes would be sufficient enough for you and your family so we submitted a claim with the manufacturer. Our team talk to you about any cost at may have been associated with this grass as I talk to you in person over the phone. We are very transparent with all of our homeowners and customers. I will contract spells everything out and to ensure there is no confusion we have even placed a section on our contract in Big Red Letters to identify any kind of concerns that a customer might have with their **********************. The ********************** is covered by a 15-year-old warranty which covers any kind of streaking or falling apart, and our two year quality of installation warranty covers the quality of install for any grass that we install. When we heard about the seams we were ready to come out and address the scenes and if that's all you want us to do we have no problem. But you made mention that you had initially thought that getting another piece of rest it was a great idea. So instead of riparian grass that you were going to have issues with later on down the road we put a claim in for new grass. We always encourage our homeowners to take advantage of our extended warranty, because when grass fails the manufacturer will only pay for the grass they do not cover the cost of the install. All of this is outline in the contract so there's no confusion and we always enter contract three times. We send it with the initial estimate then we send it with the first invoice one the initial payment is paid and then you send another copy of the invoice upon the final completion and payment for the project. I will come out and personally visit you as the owner to make sure there's anything we can do to help you out I'll make that call. But at the end of the day I guess I want to make sure that my customers are taken care of and that we are all on the same page when it comes to what will and what won't be covered.

  Customer response

  08/10/2022

  I read over the contract and saw what the owner was talking about.  My frustration comes from the poor communication from the project manager.  I did say it sounded like a great idea when he told me that he would take care of getting new grass.  However he should have told me that there may be a cost at that moment and not called me a day later and told me $2800 then send an invoice the day after that for $3700.  Had this been laid out from the get go this whole thing would have been avoided and I would have said no thank you on replacing and just gotten it fixed which is all that I want to do now.  I understand the owner isnt out on these calls, but hopefully in the future can make sure that the project managers he has are on the same page so that customers dont get one telling them the grass is fine and just needs seams repaired due to improper install and then the other says the grass is bad and all needs to be replaced. From the eyes of a customer this drastic difference in opinions comes off very misleading and raises a feeling of distrust.   That means that one of those two in charge is lying/wrong and the other is right.  The quality of service over the last 4 months has been some of the worst I have ever dealt with.  From a crew showing up and leaving without doing any work to them returning weeks later to only do 25% of the work, to no communication on getting said work done.  I understand mistakes happen and I just want to move on and get the seams fixed only and not replace the grass.  I have already told the project manager this once on the phone and again via email which I did not get a response about. I did hear from the owner and have scheduled to meet with him.  I appreciate him wanting to make things right because Im sure he cares about his business, but I think the best agreement is to just repair the seams and thats it. 

  

  Business response

  08/16/2022

  Thank you for taking the time to meet with me and my team, after reviewing your grass personally, I seen that your grass is still in great shape and there is no need for a claim. I had my team repair all of your seams and now your grass looks great. We are always here to take care of our customers. If anything else comes up please feel free to to contact and thanks again for your business and support.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Artificial Grass Masters (AGM) did a project for us in Dec. 2016, which included a 15 year warranty on materials and labor. Our grass has extremely deteriorated along with substantial discoloring. We reached out to AGM in Nov. 2021, *********************** from AGM came to our home in Dec. 2021 and took photos of the grass, he stated it is an issue with the material used during the time we purchased. **** stated AGM is inundated with many warranty claims because of the issue, he said it would take months to get our replacement grass but would be installed once received. **** said he would return to the office and submit our claim with *******, weeks passed with no follow up from AGM. In Jan. 2022 we contacted AGM and we were told to talk to ***************************** who handles the warranty complaints. ****** stated that no action had been taken as it relates to our claim because they have no record our project. ****** accused a previous partner *********************, who lives in our community, likely ran it as a side deal and not AGM. ****** told us to find proof that AGM. I told ****** that I no longer had the invoice, he said that finding the payment method would be acceptable for proof. We were able to find the check stubs that were made payable to Artificial Grass Masters for $2,500.00 and $2,980.00. ****** acknowledged receipt and would proceed with our claim and install. After a few weeks I followed up with ****** to get an ***************** stated the owner (***********************) had no intention on honoring their warranty and was demanding an invoice which they know we dont have. I then spoke with *** who said AGM emailed the invoice to me in Dec. 2016, but he could not forward it. *** said creating a new invoice would include the new terms which only provide a 2 year labor warranty. *** said from all of the issues AGM has experienced AGM since removed the extended warranty that we were provided at the time of purchase. Artificial Grass Masters License shows suspended.

  

  Business response

  04/11/2022

  Thank you for submitting your complaint we are committed to standing by our customers and doing the right thing. We understand that you are feeling a certain way and we have been trying to remedy your situation. We do stand by our products and warranties. We have requested for a period of purchase along with your copy of the contract which outlines what you were covered by in which your were unable to provide. I, as the owner said I was willing to accept deposited check reciepts as proof of purchase so that way I could help you out. Upon receipt my team submitted a warranty claim in which the manufacture only will cover the product not the cost of installation as described in your contract. Upon receipt of the claim the manufacture requested a 1ftx1ft piece if the product that was submitted for the claim. Our response from you sir was unless we gave you the grass and installation for free you did not want or team to go by your residence. So without your cooperation in progressing this claim to the next level I'm unsure how you want us to resolve this complaint. Please contact the office with any further questions we look forward to getting this resolved.

  Customer response

  04/16/2022

  AGM is stating they stand by their products and warranties which is a completely false claim, I opened this warranty claim with AGM back in 2021, nothing was noted or submitted to TurfHub until March 2022. 

  When I originally filed the warranty claim AGM requested I provide the invoice which I stated I no longer was in possession of. 

  AGM then accused me of working direct with a former employee of theirs and said there was absolutely no history of a transaction taking place in their system. I was advised by the owner of AGM that if I could show proof via check stubs that AGM was provided payment that he would honor the warranty. Upon providing the requested proof I was then told again by the owner that I needed the invoice which he knew I didn't have.

  I was then told by *** that there was in fact history of my purchase but that he could not provide me with the original invoice. 

  I spoke with **** at TurfHub, she also agreed that it is unreasonable to request to have a 1ftx1ft piece removed from my yard without approval that the grass will be replaced. 

  I did contact the office as suggested in their recent response. I spoke with ***, he said he would follow back up with me and has not.

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/03/2021, signed contract for $13.826.77 TOTAL. ****** now indicates *************************** (owner) was traveling without a calculator, and revised total is $16,074. Upon completion ******************* emails a new invoice for $20,836.82. If the contract price needs to be changed, it MUST be done with a written Change Order, signed by Contractor AND Customer prior to change, which then becomes part of the contract. NEVER once was a Change Order issued, nor signed by Customer. Repeated calls/texts were made to ******/****** about ******* GrassMasters increasing pricing, as they go, only to have it fall on deaf ears. There was ZERO transparency with them. ******* GrassMasters was paid $7500 in CASH money for the deposit, and will not be paid in full until their ****** license is renewed (as they sold themselves on being a Registered Contractor), and the final invoice reflects the ORIGINAL invoice. It all made sense once it was discovered that ******* GrassMasters ****** #****** was suspended by the ****** on 06/25/2021. The day laborers (not employees of ******* GrassMasters) did a good job. THREE weeks after job was finished the unused material, and garbage still laid in my front yard. I called/texted on several occasions to ask when they would remove it. Also left dried mud in the street three houses down from job location, to the east, and west. They continued giving false promises, even after a fine was incurred from the **** For all the aforementioned, I would never recommend them to anyone.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased artificial grass from this company in 2017. The grass we purchased had a 15 year warranty. 9 months ago the grass started to fade and grass started losing blades of the grass. The company has come out to take pictures 3 different times. It has now been 9 months and they still haven't replaced our grass. I keep getting the same excuses, having problem getting product, the manufacturer wants pictures, ( 3 times now). We also have been told that when they do get product it goes to new paying customers. We have been patient but I've had enough excuses. I need help.

  

  Business response

  04/11/2022

  Thank you for bringing this to our attention. We have since come out and executed the installation and as requested we will be seeing you in a few days to address a few small items. We do thank you for your patience. The warranty claims process is lengthy without the extended warranty as each claim must be approved directly from the manufacture. With the extended warranty my promise to those custody that have purchased the extended warranty, Artificial Grass Masters will cut through the red tape and provide the product needed to satisfy the claim, while we continue to process the claim in which we will recurve a credit from the manufacture once the claim is approved. Other benefits of the extended warranty is that it will cover the costs associated with the labor/ installation costs which the manufacture does not cover. Only costs associated with an extended warranty claim with would naturally be the dumpster and disposal fees. Again thank you for your patience and support and we are proud to be your choice for Artificial Grass in Phoenix.

  Customer response

  04/12/2022

  
  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,
  
  ***********************
  
   
  

• Initial Complaint

  12/21/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  1st week of Oct.- rep from AGM came to our property to give estimate on package project they were offering for $9999.00. We were referred us to the showroom to choose options. 10/8/21 - We went to the showroom, and signed a contract for $11,594.68. We put $6,000 down that day. Two hours later I received an email of a new invoice for an amount of $12,300.84. No call or attempt to contact us was made regarding the change in price. When asked, they had no answer for the change 10/25/21 - We were promised 24 hour notice of any deliveries/workers coming during the project that was to start 10/25. We received no notice for weeks during which multiple loads delivered workers showing up unannounced/climbing our fence dropping stuff in front of neighbors homes, and harassing them 10/26/21 - reached out about these concerns and was given no help 10/28/21 - Left that day and never returned to complete the project or review it with us AGM never completed the project, failed to do the promised final walkthrough with us, failed to fulfill contents of the package we purchased Dec. 2021 - Received a final invoice for $12,300 that included charges for work that was not completed When trying to find the owners information to discuss and resolve this, we discovered the companys ROC license has been suspended since July, 2021. Talked to owner and discussed fact that this job was not completed and taken on illegally with a suspended license and false advertisement. He brushed this off Confirmed with an attorney and ROC that it is illegal for a company to take on contracts over $1,000 without an active ROC license. We asked AGM to remove items that were not completed from the invoice and offered to settle the dispute and pay $2725.42 for the remainder of the project. They offered a discount of $140.00 that didnt even cover the uncompleted work. 12/20 AGM sent us to collections for the remaining full amount. We filed complaint with ROC as well

  

  Business response

  04/13/2022

  I remember speaking with **************** and he simply said he was not going to entertain anything from our company until the ***** License was up tp date in which I told him that would be fine. I never said I spoke with an attorney about anything like that I simply said that the license would be updated and then I would address anything outstanding without compromise as I thought that would be the fair thing to do. I'm not sure how to make this right as a request to remedy the complaint has not been proposed. We are committed to excellence and doing  the right thing please let us know how you would like to proceed forward?

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