| rev:text
| - I would never recommend Turf Direct to anyone looking to put in artificial grass due to poor customer service, poor communication, condescending management, and possibly poor installation.
The sales guy will treat you like gold until you sign and cut your check for half the cost of the project. From there, you get handed off to their scheduling department, which was a nightmare to deal with - because we were pushed out two weeks longer than we were led to believe by sales, we had to call to even GET scheduled, and there was no follow-up call the day prior to service to indicate process, time of arrival, etc. Instead, we have people at our doorstep before 8AM asking "are you having landscaping done today?" They did not identify themselves as employees of Turf Direct, presented no work order, and just dumped materials in our driveway that blocked access in and out of the home (without asking or ensuring we would be here all day long). The "foreman" told me the project would take one day. It did not. The crew left and nobody said a word. Our yard was left looking like a dirt bike playground. I would not have any issue with the project taking two days, but Turf Direct doesn't communicate well at all. I was lucky to get communication at all.
We had several issues during the installation, including being yelled at by the girlfriend/spouse/friend of a Turf Direct (supposedly) who entered our backyard without permission for not having turned off sprinklers. We were not informed to do so, and again, PROCESS and COMMUNICATION would have been key. We aren't trying to make installation harder. We could have saved gallons of water by turning off sprinklers. It had rained for the last week anyway, so I'm not even sure whether that would have helped or not.
They were also leaving areas untouched that were supposed to have artificial grass, that I had to call the office to get done, and the office gave me the run around. I had to get in touch with the sales guy, who was able to confirm that yes, that was included, and yes, to do it.
Turf Direct assured us they have designed many putting greens, and we, being trustworthy fools, thought they would design something that looked like all the other putting greens they have on their own site as portfolio work as well as what one would think of as a putting green (kind of a bean shape with holes and flags). They were going to put a giant square of putting green that went from edge to edge against pavers, so the balls would have knocked back and forth. I am lucky that I was home for both days they were installing to catch this, and I immediately called the office and emailed my sales person, because this was nothing as we had envisioned. This is when the office personnel was rude, condescending, and out of line. The attitude they gave me like I was a problematic customer (because I had called the day before to get them to install turf in an area we had paid to have it installed in - wow, what a bad customer! wanting what they paid for! that's on the diagram!). This person never had the courtesy to apologize.
The putting green continued to be an issue, as it was just so poorly designed, even after the sales person came over and instructed the installation crew on how to install and what it should look like. It took several weeks to get them to "fix" it, and they would go 1-2 weeks without having the courtesy of replying back to us on when they would fix it. For example, the sales person came out to address how we would like the putting green to be shaped to make us happy, and we went over it. The sales person said they would get some designs from the office and get back to us the next day. Nope. Try over a week later and having to aggressively follow-up. Then they scheduled the salesperson to come out again to, essentially, repeat we already did: tell them what we wanted it to look like. This felt like a delay tactic to buy them another week to yank our chains.
It should have taken no less than 30 minutes and remnants of turf (likely from our own installation!) to solve this. They treated us like garbage and went above and beyond to make it the most painful process we have ever dealt with on home improvement.
I have waited several weeks to write this review. The final straw came when after we had a major rain and we had several inches of water sitting on one corner of the putting green (and nowhere else), I was concerned as hours later, it had not absorbed/drained. I took a photo and emailed our salesperson--because the turf is supposed to have a 10-year warranty--to ask whether the area was properly sloped to ensure proper drainage and never received a response. They made it abundantly clear that they do not care about their customers, quality of work, or standing by their work to us.
This is a company that cannot communicate with customers effectively, and they lack organization/process. Stay away or be prepared to watch every step like a hawk.
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