Artificial Grass Masters

I can't say enough good things about my experience with Artificial Grass Masters. I worked with Ricardo and he was a professional from start to finish. Great communication skills, always quick to respond, always able to answer questions, and extremely accommodating. My wife and I ultimately had brick pavers and grass installed in our side yard. Of 3 quotes I received AGM was the most competitive. In addition to a great price Ricardo was very informative and explained to me the details of the grass...even compared it to the samples I had lying around from a competitor. Install was scheduled for 2 weeks out from down payment. Paver contractor was excellent and had the job done in one day (they estimated two). The grass took about 3-4 hours and they left my yard clean. Each set of installers showed up when they said they would and worked hard to get the job completed. Post-install Ricardo stopped by to make sure that the end result was great quality. I HIGHLY recommend that you use AGM for your paver or grass installation. You won't regret it.

Review: Ordering the grass was simple. A representative came out to my house and showed me their products. I liked what I saw so I ordered the next day, handing him a check for over $2000. Rather than having them install, we decided to do self-installation which was no problem for them. He told me once they cut the roll they would deliver it to my backyard on the side of my house. Several days later (on a Tuesday) I come home from work to see that this massive 15 foot long roll had been delivered without any notification. Rather than being delivered to my backyard, it was sitting on the side of my driveway. Frustrated , I called the person I ordered it through who told me he thought we could move it ourselves. He went on to tell me it weighed 1000+ pounds and took 7 people to roll it and lift it onto the delivery truck. He said though, that he would come out and move it with his buddies the following day (Wednesday). The next evening I get home from work only to see the artificial grass dragged a couple feet towards my backyard, unwrapped, and unraveled. Never receiving a follow-up call, I call the main number the following day (Thursday). The woman at the office tells me "it's not our problem since it was already delivered." She gives me one of the owners numbers to talk to, but a different owner ended up calling me first. He told me that he would get his men to come out Friday or Saturday and that he would call me Friday to let me know when they were coming. Friday comes and no call, no show. By Saturday afternoon, I leave a voicemail asking when they will be by. It is now Monday night. I have not received a callback and nobody has come by to move this 1000 pound piece of grass as promised. Six days after this was delivered without any form of notification, it is still sitting on my driveway waiting to get stolen with no means of moving it. Never in my life have I dealt with such a terrible company.

Business

Response:

Your request for the grass to be delivered anytime throughout the week as you would not be present was thoroughly understood, and it was understood that you wanted it out of the way. So we had it dropped off to the far right side of the driveway as you directed. Company Delivery policy is that grass products are to be delivered curbside or driveway only, Because only one person does the deliveries so we never promise that we would move it to the back. When I contacted you I asked what were your expectations and you said "Well my father is installing it and I didn't realize how heavy it would be, so I need it put in the back so all I have to do is roll it out." This is like calling a landscape materials store and ordering pavers to be delivered curbside or in your driveway and then calling them back and asking them to move them to the back because you didn't realize how much work it would be to move the pavers. You purchased a Do-It-Yourself kit, then it should have been thoroughly understood that once the products had been purchased and delivered into the your custody that the responsibility is the homeowners of everything thereafter. I am the gentleman that contacted you that evening and I am the only Owner, I clearly expressed to you the way my company operates. This is for the saftey of my delivery staff and the liability of the company. Your expectations were unreasonable then, as they are now. We promised a quality product with timely service at a great price and we delivered. I feel insulted that such an ill review was posted on this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Your employees are clearly unaware of the "Company Delivery policy." Please inform them for future reference. Also, you may want to rewrite this "policy" into the contract.It was very clearly understood on both ends we would be doing installation as we purchased the DO-IT-YOURSELF kit. Having your guys DELIVER the grass TO my backyard as agreed upon prior to my purchase would actually be part of the DELIVERY. Seeing as I didn't have the opportunity to do it over the phone, I'd like to thank you via this complaint for calling me back and following up. Very professional business you run.

Regards,

This company is legit!! These guys were hardworking and very efficient.. They did artificial grass in my front yard and all around my pool. They also did pavers on my back patio.. [redacted] (one of the crew leaders) came over and suggested the artificial grass around the Pool and my wife and I couldn't be happier. Also the owners of the company were out helping the crew in the yard. Pretty cool to see ownership taking such pride in there work! My backyard is the talk of the neighborhood thanks to these guys!!

I just want to say what a great job [redacted] and his crew did. AGM not only gave me great artificial grass they also did the curbing, patio pavers, new rooks to go around the grass and planted 3 small shrubs that we picked up from a local nursery. The grass is very soft when walking bare foot and my kids love playing on it. The grass stays fairly cool even in the summer heat. I would recommend AGM to anyone looking for artificial grass or to improve your back yard space.

Good Honest Co. to deal with. I highly recommend Artificial Grass Masters.

Review: Artificial Grass Masters employees trespassed on my property and tore out a portion of their work without my permission. I had expressed dissatisfaction with the end product. The sales rep stated that he would speak with the owner and get back to me with options to change it. He did not get back to me and nearly a week later I came home to people in my backyard with the curbing gone. I called the owner and was very upset that people had trespassed and destroyed my property. He was extremely rude and vaguely threatening. I had not yet paid the second half of the cost. I told him that he could come another day and if I liked an option to fix it, then we could proceed. He told me that I WILL find an option and I WILL proceed. I decided to proceed with written communication from that time forth to prevent further difficulty. Due to personal circumstances I was unable to meet with him and texted the company to settle on a solution. I specifically asked if the solution I wanted would secure the grass. When it got fixed, the grass was not secured to new border and part of the grass had completely pulled up. the owner began repeatedly requesting to come over and collect the check for the other half. I stated I would mail it. He insisted that he come over. I eventually requested that he no longer contact me. I now have to have someone else come to fix the grass.Desired Settlement: I would like the company to pay for the repairs to the damage to the artificial grass. This damage was sustained because of incorrect initial install as well as damage sustained when they pulled the curbing out. I do not want this company to fix it.

Business

Response:

As a growing company we realize our opportunities to grow. We do not believe in taking advantage of anyone and as long as we always come through for our customers we expect them not to take advantage of us. I am sorry to hear of your father passing, times like this are emotional and frustrating. When we initially came out we came and installed exactly what you ordered. It was gorgeous! Upon completion, you expressed you loved everything but were concerned about not being satisfied with the look of the curbing(all standard curbing needs to have a drain to prevent pooling, mosquitoes, etc.). Well because I cannot schedule curbing to come out immediately for a reinstallation, I scheduled them for the earliest time they had available. We told you they would be coming over to make sure it was addressed. Since I didn't know what time because they were fitting me in when their schedule allowed they showed up when they did because it was understood they needed to stop by and do the curbing to your liking. When you showed up and seen that my team was there diligently working on your curbing you made an unneccesary uproar about them trespassing and making the comment "what if I don't feel like paying", I then contacted you. After hearing how you felt, and you telling me that you had half the mind not even to pay me over $300 worth of curbing, I made an appointment to meet with you on a Friday. The night before we were supposed to meet you sent me a text stating that your father had passed away and you could not meet with me but that you wanted me to install new curbing anyways and you would send me a post dated check for the date of install and once done it would be satisfied. I then had the curbing done again but this time I installed a paver border which is more expensive, and we did it for free. Once the job was complete I had the foreman do a walk around and he took pics. It came out awesome. I then sent you the pics and you said you were not in town and you forgot your check book but you would send me a check on Monday when you got back. I then asked if I could meet with you monday to make sure you were satified with our work. You then told me it wasnt done right because you said it wasnt secured right? Now this made me think because you had just told me u were out of town. You then continued to tell me that you thought poorly of the install and it needed to be severly repaired, even though according to you, you were out of town and hadn't seen it yet. Then you continued that you were glad it was finished and you would send me a payment. I told you I completely understood and asked again if I could come out when you got back into town just to make sure everything was done right, You said no, that you were sending a check in the mail. I asked if you could send it next day certified and to deduct that fee from what your balance due. I never heard a response until this morning when opened my email to find this complaint. You have made quite a bit of comments about not wanting to pay us, and we still have not received final payment and I tried contacting you to make things right. You won't answer my emails, texts, or phone calls. How do I resolve this dispute with you so I satisfy you as a customer, get paid what is owed to us and move toward?

Professionals from start to finish. The installation went smoothly and was done ahead of schedule. My backyard looks amazing thanks to AGM! I couldn't be happier with this company: friendly / hardworking / knowledgeable staff and crew, great product, competitive pricing and a fantastic warranty.

Artificial Grass Master has exceeded my expectations.

The sales rep Ricardo was professional from start to finish and was always available if I had any questions on the project. It first started as a DIY project as we had them do our groundwork for the pavers and they brought in and layed our rock. But ultimately the project turned into having them install artificial turf as well in the back yard. They were quick to get us scheduled and went above and beyond my expectations for both projects. The team worked hard and quickly and even completed a few extra asks that I had to get the job done. And all this was done with a smile and made to feel like they truly cared about our customer experience and made sure that the job was done to our satisfaction. They've done an outstanding job and would recommend them to anyone and will use them again if I have any additional work that I would like to get done.

I can't stop staring at my backyard as they have transformed what was once dirt into a fully functional backyard that I am proud to show off and hang out in.

we had a bad experience with this company.

excellent work, on time, good clean up,straight away upstanding bunch of hard workers.

Our yard looks phenomenal! Putting green inlaid with Summer Breeze. The family loves it. [redacted] and [redacted] were great about explaining the pros and cons, and the installers worked hard and were great! I definitely recommend AGM, and shot out for the military discount!

Very happy with our artificial grass. Like we were told, our dog likes to go potty on it and is very easy to clean up. Can't believe how easy it was to get her to go there. Looks great!![redacted]

Review: Had artificial grass installed by this company. Also had a border installed around the grass which the primary company, Artificial Grass Masters subbed out. The border is brand new and is cracked. I spoke with the field rep Ryan, and told him I needed a repair. He stated they would not repair the damage since it is a common happening. I told Ryan if we were told that it was a common occurrence to crack around the border; we would not have used them. Ryan would not budge from his position. This is a small job just 15'x14' next to a pool. The border is only two days old.Desired Settlement: To repair the faulty product namely the border.

Artificial grass master did my backyard into an oasis just a couple months ago. Frank was my contact person and he was just awesome and very professional! The crews were all so nice and friendly, never encountered any problem from start to finish. I highly recommend this company and will use them again in the future. For those who are until now looking or canvassing whom to deal with, don't waste your time and contact them. You won't regret! I gave them ??????????.

We are very happy with design and install of our putting green. We would highly recommend Artificial Grass Masters.

Artificial turf installed. Loved it. Called them back to do more. Our dog who plays on it all the time is in seventh heaven!

Had Artificial Grass Masters install our grass back on November 2014. Can't say enough on how great the guys were and how great our grass looks. Great job. Thanks.

We love our artificial lawn - the crew did a good job and the price was very reasonable. Completely transformed our yard in less than a day.

Artificial Grass Masters and their team a great experience and great results. Highly recommend.

Great professionals, completed the work ahead of schedule, very courteous. Best experience thus far in Phoenix. I would recommend them to anyone for anything.