Business ProfileforUS Turf, LLC

US Turf was my top choice for a complete landscape job of my backyard. I started the process the first week of January 2023. The estimator was great at first, very polite and helpful with any questions but was pushy by saying they'd only give me a discount if I signed that day. I asked for a visual design but he said I couldn't do it without signing or paying $200 DESPITE the website saying it was free with their promotion. In the end, they were still my top choice so I stuck with it. We worked on a design (minimal input from them) but I was happy with it so I signed a contract and paid a deposit (more than the 10% since they miscalculated it). IMMEDIATELY after I signed, my estimators demeanor changed. They were not interested in customizing the patio cover so I got a quote from a third party. Before signing with the third party, I asked the estimator if they'd price match and he said yes, so to stick with just 1 company I didn't use the third party (burned that bridge). After the estimator continuously had an attitude and didn't answer questions for WEEKS, I asked the office for my deposit back. The general manager called and said they'd make it right with another estimator and HONORING the quote I received. Couple weeks pass and they RAISED the price on the patio cover and other items (by almost $3,000) as the quote was too "cheap" and there was no way they could do that. Had I known they wouldn't price match, I would have stuck with the patio cover company and been done with that portion over a month ago (which was the longest portion since we'd have to wait for a permit). Which US Turf later said they never pull a permit for ATTACHED patio covers or do things that I was originally quoted on so they either took it off or overcharged to gain a profit on their end. This job was supposed to be complete by the first week of March but now it's the fourth week and I just asked for my deposit back again. VERY UNPROFESSIONAL and RUDE company. WASTED MY TIME and ENERGY.

We are sorry to hear your experience with our company was not up to your standards. From your point of view, we look like a "horrible" company, though half of what you said was not true.

Your estimate was done on 1/6/23 and you didn't pay the deposit (to get started) until 1/27/23. Our advertisement for "free paver border, free estimate and free design" ended on 12/31/22. Besides the point, we would have honored the advertisement anyways. At the bottom of the advertisement, you will note that restrictions do apply. When an estimate is done, we did not charge you for the design (as a separate line item) or add the pricing of the design into the total cost, but keep in mind, you had another promotion already DISCOUNTED on the invoice. Only one active promotion can be applied at once.

Now we do not offer patio covers or patio cover installations as a company, but work with a third party to get the work completed. This company is Lake View Patios, who handle all invoicing and work related to the patio covers. We gave you pricing based on the items you requested us to get done for you. Now as a contract was not signed, and you requested changes before the project had started, we of course have to adjust our pricing according to the items you wanted to ADD. You changed the length and size of the patio cover, wanting pricing on firepits, etc. and then got mad when the price of the project went up. We knew then that this was not going to work, as you requested additional work and did not want to pay for it. You can't go with any other company and request one thing, then add another area and expect it to just be thrown in..... The material cost, labor cost, etc. changes entirely.

You were only charged for the drawing fee, based on terms and conditions, because you wanted a full refund for the deposit. The drawing was completed, and because you were going to use it to get someone else to complete the work, we have to ensure our designer still gets paid for completing the work he did. Our office worked diligently to answer all of your questions, concerns, and issues related to the original estimator you had. You explained your side, and we took that side into account to get another estimator involved as well as the sales manager and general manager. Now that everyone got involved, we wanted to make sure every question is answered, every detail was accounted for, etc. but for some reason, you were still having issues for a second time. At this point, we agreed that we are not the right fit for you, as a business, and someone else can try to assist you. We REFUNDED you the entire amount, including the drawing fee, and LOST countless hours paid to employees in the office, two estimators going out to the property and countless hour-long phone calls for working on your proposed project.  We will not consider doing business with you in the future.