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Business Profile

Lawn Maintenance

Turf Unlimited, Inc.
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Turf Unlimited, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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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    • Initial Complaint

      Date:08/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Turf Unlimited was hired to shut off our sprinkler system in the fall of 2021. They have done this for several years. When we turned on the sprinkler system in spring 2022 water flowed out of the bottom of the unit near the house and we had to shut it off. We called Turf Unlimited to fix the water leak, expecting it to be a zero or minor charge for a gasket. The worked on it while we were not home and made extensive unauthorized repairs and left a **** for $324. We were able to turn on the sprinklers, only to discover that many of them did not work. This has never happened before. We also discovered a crack in the white pipe next to the unit they replaced and had to shut the water off to this section. Another person tried to connect a hose to this area and the pipe just broke off in their hands.Summary: A working system was damaged by the shutoff, causing water flow under the unit and many of the sprinklers are not working. The attempted repair damaged the white pipe which is now broken off making it impossible to send water to the sprinklers.

      Business Response

      Date: 08/05/2022

      Client hired us to winterize the Irrigation system in 2021 (we have performed this duty since we installed the system in 2011)
      Our long time Irrigation Supervisor winterized the system on 10/18/2021
      June 6th, 2022, **** called upset that backflow was leaking and stated we must have done something wrong to cause this damage. We set up a repair and explained if anything was not done correctly on our behalf there would be no charge to the client, however, if it was not a performance issue it would be a chargeable service. 
      We scheduled the service for the next available appointment (6/14 Mr. stated he would be there as he works from home) We texted and emailed on the 9th of June of our arrival.
      Our technician arrived on 6/14 @9:10am. Homeowners did not come outside for this visit. We are not sure if they were home. Technician had to rebuild the backflow as the parts were worn (wear and tear on system) He replaced a 3/4" relief valve kit and 3/4" ***** cover. Once repairs were completed backflow was operational. Technician was not asked to run through the system. He was there for a backflow leak.
      6 weeks later, 7/26/22 we received an email from clients that they were upset with charges and that someone attached a hose to the *** on the backflow and it broke off in their hands. they claimed the system was not working. They stated repairs to backflow done on 6/14 were unauthorized.
      I met with the owner of Turf Unlimited and Technician regarding this email and called ****** on 7/28 @2:30p- We went over issues. I explained the backflow showed no evidence it was not winterized correctly. The system is 11 years old and eventually parts need to be replaced due to wear on the system. I also showed concern that the inside ball valves could be leaking by, and we should check this, as they will run into issues in the future and that someone may have turned the water back on over the winter in the basement. We agreed on having Technician return to replace the broken *** that has a spigot on it. and replacing the spigot with a plug as the spigot is putting too much stress on the ***. I explained this repair would be charged at parts and labor but no Service visit fee. I also explained we can then put together an estimate to repair anything further needed and if she agrees to repairs, we will complete them during this visit. 
      I sent a follow up to ****** with the layout for the next visit & this is when she refused our offer... ****** stated she wanted a quote not what we "offered". (We offered a quote for repairs that are needed to get water to the system) She said the "guy" fixing the backflow must have cracked the *** pipe. There were no visible cracks on any *** during our 6/14 visit. We are confused on what homeowner is "willing to compromise"on getting the system up and running again.  At this point we do not feel comfortable returning to the property as we are not confident, we will get paid for any of our services. We wrote off the backflow repairs of $324.00 from the repair visit on 6/14 and requested the client find a new company to service the irrigation system. 
      Again,there is no signs of anything done incorrectly. This irrigation needs general repairs to as it is 11 years old. Heads/valves may need upgrading. We are not repairing wear and tear on an Irrigation system at no cost.
      Our Original offer stands. We will fix the *** for time and material. Quote any further repairs needed...

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