A really awful experience
Poor work quality
Poor communication/responsiveness
Poor customer service
In November 2020, we used IdealTurf to install turf in a very small yard behind our townhome, which was no small investment. The overall work quality was okay — the edging and finishing was a little rough, but the turf looked pretty good at first. After a month or so, we noticed that it was pulling up at the seams — large clumps of turf coming up leaving bare patches around the yard. We called them for weeks to see if they could address the problem. They came out a few times and tried to patch/repair the turf, but the problem never went away.
After months of back and forth, they finally replaced the turf in late summer 2021. The second install looked much better and did not have as many seams, but pretty quickly a new problem emerged — drainage. We have one drain that services our backyard. IdealTurf recommended that we cover the drain with turf because it’s more aesthetically pleasing and they assured us it would still drain properly. It quickly became clear that was not the case, and even with light to medium rain, our backyard now floods (see photos). We called numerous times to get support — they would never get back to us and when they finally did, they said they were not responsible for drainage (even though they covered our drain with turf!)
After continued calls, they finally sent someone to look at the drain this summer. The gentleman very clearly said that the turf must not have been installed over the drain properly, and more importantly, he said the turf looked terrible for being less than a year old. It is matted, it lays unevenly and it is starting to pull up. He said they would repair the drain and would submit a warranty claim to replace the turf.
Weeks and months go by — we call to get updates on the replacement, and every time we speak with someone, they said they are still waiting for approval.
Flash forward to the present, and we can’t even get them to return our calls any longer. The last person we spoke to didn’t know anything about our issues, and once he finally got up to speed, he scheduled an appointment for a repair tech to come by. They didn’t show up.
So, after two years, we are finally giving up. We need our drain repaired before it starts to rain this fall, and we need to have the turf replaced. And unfortunately, we are going to have to pay another company to do it.
I hope others can learn from our experience — there are many other companies that install turf.
