Tough Turtle Turf - Phoenix

Brian Kelly is the man. 10/10 Job on my back yard. I'm surprised it didn't cost twice what it did.

Just an amazing company.

We did a complete renovation of our yard and it turned out better than perfect.

Jadon was our sales rep and he was a 10/10 when it came to his professionalism and design ideas.

After agreeing to work with Tough Turtle the process was seamless.

* Signed the contract.  
* Walked the project with project lead contractors Tom, CJ, and Roger 5 days later.
* Material was procured over 3 weeks time.
* Install date determined.

On install day the crew showed up on time and worked until dark. They cleaned everything up prior to leaving. The job took 1 week and the crew stayed in constant communication and made sure every detail was handled. The attention to detail was absolutely incredible.

* Lifetime warranty and 3 year install warranty
* Great pricing

All in all 10/10 and 5 stars and my backyard is resort worthy now.

Thank you, Tough Turtle!

The salesman we had seemed to be great. He also told us that the turf was warrantied against dog. We have two great danes (GD), so we always make sure we have warranties that include the damage they could cause.

We had our turf installed on 7-26-22. Install looked great.

After a couple weeks, the front was getting some settling. One of my GD was also pulling up the turf in a corner in the. Then I get a call from them to collect the final $$. I am ready to pay, but  whenI tell the lady about the issue, she asks if I would like to wait to pay until the work is fixed. I agreed, so she makes notes in the account and tells me that the production manager (PM) will be in contact with me shortly. A couple weeks later, we get a letter saying that there is a lien process starting  on our home for the unpaid $$.  We reach out to them to find out what is going on, repeat what was talked about on the phone call, and they stopped the lien process.

Jump to 10-4-22. During this time, my GD keeps pulling up that same corner and digging, I keep going out there to fix it. I also noticed that the nails they used to install the turf were shorter than I expeted. I recognized the nails as 3 1/4 framing nails. Not 5+ artificial turf nails. I finally get a call from PM and I tell him what happened.

Then the 6th, I get a text message from PM about someone coming out to fix it tomorrow. No one came.

On November 4th, I called the PM telling him that no one came, and told him that the GD is really making a mess of the corner. He replies that he is on vacation and that he will give me a call the following Monday. No call, no texts.

12-13-22, I call the PM, and no answer. No one showed up yet, damage is increasing.

12-29-22, I get a call from him, but I missed the call.

Sometime between 12-29 & 1-5-23, the PM came out and did an inspection. He took pictures and confirmed they used the wrong nails. He said that they will have a crew come out and get it all fixed.

Somewhere in that same time frame, they also tried to tell me that the turf warranty does not cover dog damage, even though we very specifically verified with the salesman before we signed anything that it does. Due to the bad install, they were covering it.

1-6-23, crew came and fixed the problems. They also put in new infill for the turf. After crew left, I went out and inspected the work. The front was good work. In the back, the actual repair was good, but one of the two edges of the corner that was being pulled up has visible fraying occurring, and the other edge  has a large gap going from over an inch wide to slowly tapering to normal over the distance of almost 15'. I then reached out to the PM and he came to inspect. He  took pictures and video, and put them into his repair report. I requested a repair for that turf.

A couple weeks later, I get a call from their accounting department looking for $$. I tell them the issues that are still present, they looked up the notes from the January 6th repair job, and confirmed that yes, there are still issues. Said someone will reach out to schedule repair.

Today, 3-8-23. It has been 2 months from the repair job, 8 months from original install, 7 months from first being told that it will get fixed. It has not been repaired yet. TTT called me again looking to collect on the remaining $$. Said that they will give me a discount due to the issues. The total amount of the turf installation is over $8,000. They offered roughly $250 off for the inconvenience. Absolutely insulting. They also did not schedule someone to come out and fix it.

My experience with them has been so bad, that I wouldn't even recommend them to my worst enemy. They didn't install correctly, don't keep their promises, salesmen and TTT are not on the same page, don't keep appointments, and don't take their repair work, or their customer service, seriously.

These are ametuer people that charge you alot of money to do a design with protractors and stencils that is substandard. This is far from what you would get from a professional company.  A child could do a better job. Because they do this by freehand instead of a 3D image you do not know what you are actually going to get.  My sales and design person was Kieith. A very nice guy when you first meet him, but as time goes on you see that it is all for the sale and he is a liar when it comes right down to it. From the beginning I was skeptical about the design that he drew.but he said exactly, You do not have to worry about the form in the drawing because we will spray out whatever form that you want the morning the work begins as long as it is not outside of the contract sq footage of 435 sq feet. This was a lie.I was not asking for anything that was complex, this was a pretty basic design that he could not do.
When they laid out the pavers for the turf I knew that it would end where it created a huge design flaw. The pathway would not flow off of the patio the way that it should have and you would have to step over the turf to get to the pathway. I asked them to stop and he sent a project manager who did not arrive for two hours. In the meantime they continued to work creating a design that was unacceptable. When the project manager (Charles/CJ) arrived, he was rude, condescending and told me over 25 x, he could not change anything because it was outside the contract. Anytime that I tried to tell him what I had talked about with Kieth, he would cut me off and tell me it's not in the contract. Nothing I was requesting went outside the 435 sq feet that I had paid for. Everything that they cut off the turf to put into their shape, I had paid for. There could have been some pennies in labor that were incurred but I would have happily paid for this. Charles/CJ also at this time told me that we were short pavers because I had told the crew to use the big ones which had to be cut, instead of alternating them one small, one large, one small. Well the crew did ask me if they were supposed to be alternated or if they were supposed to use the 6X9 for the border, and I thought that Kieth had told me that the border would be the large pavers, so that is what I said. I had no idea that they had to cut the large pavers therefore reducing their supply. Why would they ask me this, knowing  fully that they would have to cut the large pavers down to the small paver size. when they have a entire set of small pavers availabe to you? Do  they think that I just wanted to create more work for them, or simply have to buy more pavers?  They are the professionals doing this, I am not. They asked a question and I answered what I thought was the answer, but apparently they have no one to defer these questions to other than the customer who may or may not know. Charles packed up his crew for the day this day and production was stopped. When they left I went out and drew lines with paint for exactly what I was wanting and this all stayed within the 435 sq ft that I had purchased.  He had finally the day before relented and said that it was less than 5 sq feet and he would do it, however then he left and when he returned in the following morning he said, I saw your lines, would it be ok if we make just one ripple here instead of going all the way back up here, and we wlll round the pathway I said,fine What he did was ignore my lines, he put in the ripple, and that was the only thing he did. He sais that he would round the pathway, but he only rounded one side and one side is straight.. He  cut off turf that I had paid for to look exactly like the design that Keith had done from the begining that I had never been happy with. because he did not want to go outside the contract. He did not care for a second about the design flaw this created, only that this may cost a few extra dollars in labor, which I had told them I would pay for. The changes that I requested to prevent a design flaw would have cost pennies to change, and this guy who has not a clue about design, wanted to argue with me about it being in the contract over and over and over and over. Even Kieth who I had really trusted in the begining, was nothing more than a disappointment and wanted to argue that I got what I asked for.
Lastly, they never finished the paver pathway, blaming me for the shortage of pavers, they left cement peices all over my yard, and my furniture was completedy filthy and broken from being thrown from one end of the yard to the other. I have reached out to the company to speak with management/owner, and there has been no response.  There are way better companies than this and I do intend to ask Channel 3 to come and look at thier work as well as post this on the BBB.

Excellent work surrounding my patio. The entire process was painless and they were more than happy to accommodate any changes that I wanted to make. Highly recommend.

Already having problems with this company and Keith, and our job hasn't even started.  They use protractors and stencils which in sub standard for big companies.  Starting to look like a court case for me.

What an aggravating debacle for a simple job. I really wanted to be able to write a great review, as things seemed easy and simple from the salesperson we met with, but it ALL went downhill after that and no one seemed to know what was going on. From their systems to communication to scheduling and then billing - what a confusing mess.

We kept hearing excuse after excuse from the main office (Vegas or San Diego, not even sure) after they got our contract and money, and had the hardest time getting any follow up or returned calls from our voicemails:

- Oh, we were out for training for a week and I guess the Sales Reps. didn't know that.
- The system isn't working with our creditor so we didn't know to get you scheduled.
- Whoever input your billing info did it incorrectly -  you will need to call the creditor instead.

Our sales Rep. said he would be there the day of install - haven't heard from him since we were texting back and forth trying to get his help to just get the work scheduled.

We paid $5500 for about 500 sq ft of turf and grass removal, which was a 2-person job and done in a matter of hours In one day. Besides not being able to communicate with the install team (as we didn't speak the same language, no big deal), that was the easiest and smoothest part of this whole ordeal.

We do like our turf (so far, only had it a couple of weeks), but that whole process was so aggravating we just cannot see ourselves referring any business to them.  I hate to write a bad review, but I also cannot stand apathetic and incompetent business dealings.

Great company! Great customer service! Brian Kelly was our representative. He took very good care of us. Paid close attention to what we asked for. We created a dog run in our yard and placed tuft around our Ramada. Happy customers! Especially the dogs, they absolutely love it! The timeline to get it installed was about 3 weeks. The crew was respectful of our yard and went above and beyond to clean it after they were done. Would recommend to anyone. The tuft is high quality and worth the price.

Working with Brian Kelly from start to finish was a pleasure. He took my original ideas and added his artistic experience to make it even better. The entire project (4000+sq') was started on schedule and completed start to finish in just under 3 days. Tom was one of the best project managers I've worked with, and his crew was amazing!

I would highly recommend this company to my family and friends!
These Guys are pro's

I normally don't do reviews, but felt it was necessary after the job we had done.

We just had over 3000 square feet of turf installed in our back yard.  We dealt with Brian Kelly during our process.  He was very professional and answered all of our questions.  It was a large project with a lot of turf and pavers.

They showed up on time and when they said they would.  The crew was very professional and did an excellent job.  They were all very knowledgeable and didn't hesitate to answer all of the questions I had during the install.

I would recommend anyone looking to get turf done to seriously consider Tough Turtle Turf.

100%  A+++ Amazing company. From the moment I met Brian Kelly, I knew I had found a man full of integrity that would do a great job. He didn't let me down.  His attention to detail makes the installation go so well. His entire team was fantastic. Little things would come up and when I would mention them, they were handled immediately. The end result is a beautiful front and back yard.  I will have to take some pics and add them. I'm so glad I chose this company. There is no way I could be happier with my end result. Highly recommend!

Nathan was great-really enjoyed working with him! He found the most cost effective and attractive way to turf/rock our backyard.
The crew was awesome too! I looked out the window and they were all laughing, enjoying the help from our donkeys on the other side of the fence. Excellent post install clean up too.
If you are concerned about the hot turf on your dogs paws we did the barefoot test and while it was warm it was still very tolerable.
Give them a call-we definitely feel it will be worth every $!

Had a small job but met minimum sqf threshold for their minimum job. It took me sending a DM to the Instagram account to get my quote 2 weeks after the rep came out. The rep sent me a quote for 4 times the cost of the job that he initially quoted me and when I responded saying such called me to apologize he sent the wrong quote. I asked him to follow up on the earliest install date and he never sent me anything.

I think they may have a good product but at a premium cost to the competition. When you pay a premium cost you expect customer service (even for a small job) and you don't get that with Tough Turtle Turf.

Couldn't have asked for a better outcome for our front yard remodel! We didn't really have a set plan of what we wanted to do or how we wanted our yard to look and just let Mike and Seth do there thing and we couldn't be happier! There crew was awesome, finished the job in one day and was very professional from start to finish! They even started several days earlier than expected because of another jobs cancellation. Would definitely recommend these guys for anyone rather you have landscaping plans or not, they will take care of you and make sure you love there work.

For starters I never even filled out an inquiry and second they are like a bad ex boyfriend that WONT STOP MESSAGING. I've asked them to remove twice and I'm still getting messages. I appreciate a good follow up but this is awful.

We had Tough Turtle put in synthetic grass in our yard and it was installed meticulously and perfectly and looks fantastic!  Thank you Tough Turtle!

They did an amazing job from the sales part all the way to the end. My yardt looks amazing. Zach thank you so much for work hard for us to get our yard that we truly needed and wanted.. I recommend though turtle . They are the best

Mike and CJ were awesome in helping me design my new backyard, got me a reasonable price and were very friendly and communicative throughout the process. Their crew did an amazing job of demo, install and even helping move in the river rock I bought separately to go around the grass. The demo and install only took a day and a half for all of this!

Excellent company! Zak came out and helped design our area and give us a estimate. He was very knowledgeable about the product and how it will be laid out. From beginning to end,  the process was seem less. The crew that installed the turf was very professional and organized. After the product was installed Tough Turtle stands by there product. Adan came out and make necessary repairs. Another quick and painless process. Would highly recommend Tough Turtle Turf.

Zack came out and gave us the specs. Very friendly and informative. We love the look of our back yard with Tough Turtle Grass and constantly get compliments on it. Very happy with the service.

Jadon was AMAZING! He was transparent the entire time, gave me a play by play of everything from the length of time I would hear from the front desk to texting me on the date of install. He even responded promptly to random texts I had prior to install. The install team was just as great! They arrived promptly, were extremely courteous and cleaned up (meticulously) after themselves! Couldn't recommend a better company all around.

I am so thankful I decided to go with Tough Turtle Turf. Communication from beginning to end was exceptional. Brian helped us go through the process and explained everything thoroughly so that there were no surprises. The crew was very professional & friendly. They arrived on time and were very professional. They also did a great job of cleaning up after themselves. Our yard looks amazing and our family and friends are ready to enjoy it. Thank you Tough Turtle Turf! We are going to let people know what a great job you did for us.

I had an appointment 9am Sunday August 1st that they called on Saturday to confirm, at 930 I called them only to be told that I have to be rescheduled. My 2nd appointment was scheduled for Saturday August 7th at 3pm. Here it is 530 and no call, no show. I really wanted to get a quote from this company, and am looking to spend quite a bit to get a complete backyard, but how can I give my business to a company that starts off like this? Really disappointed. Still looking for a company to do my backyard and have about $20k to spend. At least I didn't get suckered into a contract before finding out how awful this one is.

This company called me the Monday after my scheduled appointment to tell me that though my appointment was confirmed, the software they use didn't actually send them the appointment until after it was supposed to have occurred. They then wanted to schedule again. I declined because I wasn't sure how honest that assessment was and decided that wasn't a service I wanted to pursue if the trust was already breached.

I have been wanting turf for a while now because of how much work real grass is and I have been dealing with dirt backyards. We just moved to a house in Glendale and we're once again, stuck with part of a dirt backyard so I finally decided to look into turf for that area. I found this business while looking at Instagram and I'm so glad I contacted them. Zach is awesome and made the consult fun. Anytime I needed something and he missed my call, he called me right back. The day of install, it decided to rain... in AZ... the installers came out and decided not to complete the job same day because the ground was still really wet and they wanted to do it right the first time. Once the job was done, another person came out the next day to do a final inspection to make sure everything was done right. The next day, we had an issue with our turf due to sun bouncing off our windows and Zach was able to get his production manager to get it replaced for us at no cost. I highly recommend this company because they don't BS you and really do want you happy. Another plus... not in it for the money! They don't charge trimming fees because they manufacture the turf themselves and they are doing well so they don't need to upsell. We compared them to other companies and their cost is definitely competitive.

Tough Turtle turf was par excellence in every area. Brian Kelly called me after I requested a quote from an ad I saw on Instagram.  I needed my fenced in area in back to go from desert landscape to all turf so I can create  our dog run / agility course.  Brian was fast and answered all my questions. The install was done 2 weeks later in less than 8 hours. We love tough turtle turf so much!

Tough turtle is a great company to have install your turf. Our salesperson Seth was knowledgeable and very responsive through the whole process. We are very happy with our putting green and turf and our dogs love it! It's much cooler than many other turfs I have looked at and we have not been disappointed by the quality once.

The sales rep was very professional and efficient.  Very detailed in his quote and explanation off their product.

Really frustrated with this company. They cancelled on us the day before our quote appointment and didn't come out until the following week. They came out on the 10th to give us a quote to get turf, pavers and rocks put in our new construction yard. When they finally did show up, 45 minute after our scheduled appointment time, The gentleman was nice and said he would have a quote for us by end of day or early the next morning. He just took measurements of the yard and that was about it. It's now the 14th and there has been no communication from them at all. We were expecting to spend around $15k on our yard but we will be taking our business elsewhere. Green Forever Turf came out with all of their samples ready to look at, and was able to calculate a quote before leaving our home. When spending that kind of money, it's nice to feel like our business is important to them, Tough Turtle Turf did not make us feel this way at all.

Never ever ever would I recommend or use Tough Turtle again! If there was a negative five review, that's what I would give them. What a crappy job they did with my backyard. They had to come out here 4 freaking times to make it right. I'm not even 75 percent happy with the work. The sales person Mike, is a joke. He promised certain things would get done and then later to find out, it was never in the work order and could not be done. Oh and let me tell you about the customer service. The accounting lady was so cold and short.  After paying 12k in cash all I received was an attached receipt. There was no, thank you for your business, just an attached receipt with not a single letter in the body of the email. In fact, I didn't even know who it was from until I opened the attachment and the receipt said Tough Turtle. There is no dedicated team here. You get someone with NO or little experience to play landscapers in your yard.

Thank you Bailey for Responding. I believe this issue  will be resolved soon. Things happen, staff is low and demand is high. I will change review again when the turf is fixed.

I can't speak to the quality of the material or the install, can't speak to the pricing either.  However, I can speak to the lack of reliability. My original appointment for an estimate was cancelled by Tough Turtle. I was understanding as I know things come up. New appointment day arrived and I received zero communication, no email, no text, no phone call... nothing. 30 minutes after my scheduled appointment time I called the office and told them not to bother coming since their lack of communication and timeliness for a quote was concerning and I wouldn't expect those things would improve once they had my money and began work.  Note: all 3 of the other companies I scheduled appointments with sent confirmation emails, and texted or called a few hours in advance to confirm the appointment and let me know if they were running early, on-time, or a little late.

I recently got my turf done by tough turtle turf and I am very please with their quickness and professionalism! My turf looks so beautiful and it was installed within one day. Seth also helped me set up financing so it wasn't crazy expensive! I wanna spend all my time in the backyard now.

Excellent job. On time, actually a day early. Mike was great to deal with. Looks beautiful

Tough Turtle knocked it out of the park.

From the first meeting with Seth it was an easy yes.  Seth came out when he said he would and explained the whole process. He phoned me the day before to remind about the appointment and Seth even showed up on the day of install to make sure his install team was set up and had everything they needed.

The install crew was great. They worked hard and I could hear them having a laugh while they were getting the job done.  In this heat -  that's so important - they enjoy their work  and it definitely shows in the finished product.

100% recommend Seth and Tough Turtle to my family and friends.  His number is saved in my phone.

Great company to work with.  Delivered on time and as promised.  Ask for Eric in sales, he is knowledgeable and followed up frequently to ensure we were happy with the progress and outcome.

From the very start, this process was fantastic! The sales rep on my initial inquiry call was very friendly, Nathan was great to work with, and the installation crew did an amazing job!! The crew worked incredibly hard and got this project done in a day and a half. Nathan also made sure to recommend the best solution for my fur baby. Thank you!!

Unfortunately, after our recent experience I am left no other choice but to leave a one star review. We had Seth come out on Tuesday and take measurements of our yard. During the conversation on Tuesday I asked Seth if the company was bonded/licensed and told the company was. We were told we would have an estimate the same day. After review of the website, I found ROC # 172936 listed. I went on Arizona ROC website to check to make sure they are licensed. The ROC number does NOT belong to this company. The ROC number is for Miramar pavers who has HORRIBLE reviews on Yelp and is NOT contracted to perform turf/paver jobs. I also called the Arizona ROC to ensure I was looking at the right information. On Wednesday I called Seth to follow-up on the quote and asked about the licensing. I was told we would have a quote later that afternoon and he would speak with the office to find out what's going on with the license. Thursday I sent a text to Seth AND called the office and left a voicemail. No return text, calls, quote. Moral of the story, do not use this company. It appears they are not licensed and have horrible customer service.