Review Time
I am spending thousands of dollars to have artificial turf placed in my front and backyard in July 2025. Since it has been installed, when it rained a section in my backyard over time puddles have gotten larger and larger. It appeared that section was not installed properly. I emailed the Big Bully Turf Service Warranty Section to complain about the ever growing puddle. They requested a picture. It drizzled the next night and I took a picture of the small puddle. I noted on the email that it was not the normal rain, but this was the section. After that email, I have not heard back from them. Will I ever hear back from them if my backyard floods? A second concern is that while looking over my paperwork, I noticed that the paperwork from them had me making a $1000 deposit, but on my receipt from them I actually paid a $1100. I then called the accounts receivable section to inform them of the discrepancy and requested a reimbursement of $100, since I am paying for the turf via a loan contract with another company. They responded by sending the same documents I already had, and it did not clear up the extra $100 I paid. That is what I stated in my reply. I have not heard back from that department as well. I now wish I had chosen another company. I had a hint to that realization when the workers left trash behind after they finished the turf project. Wow....
I am spending thousands of dollars to have artificial turf placed in my front and backyard in July 2025. Since it has been installed, when it rained a section in my backyard over time puddles have gotten larger and larger. It appeared that section was not installed properly. I emailed the Big Bully Turf Service Warranty Section to complain about the ever growing puddle. They requested a picture. It drizzled the next night and I took a picture of the small puddle. I noted on the email that it was not the normal rain, but this was the section. After that email, I have not heard back from them. Will I ever hear back from them if my backyard floods? A second concern is that while looking over my paperwork, I noticed that the paperwork from them had me making a $1000 deposit, but on my receipt from them I actually paid a $1100. I then called the accounts receivable section to inform them of the discrepancy and requested a reimbursement of $100, since I am paying for the turf via a loan contract with another company. They responded by sending the same documents I already had, and it did not clear up the extra $100 I paid. That is what I stated in my reply. I have not heard back from that department as well. I now wish I had chosen another company. I had a hint to that realization when the workers left trash behind after they finished the turf project. Wow....
I would never use the company. Do your research before you purchase. They installed burnt turf and the customer service will drive you to be more upset than the turf install. Just save yourself the heartache and find someone that has good reviews. I should have checked first
As a disabled Vietnam veteran on a fixed income, I contracted with Big Bully Turf to install their artificial turf in my back yard. We are in the second month of a 3 day install and many issues remain. I could not recommend this company. I paid a premium price for a premium product and have had to reach out to BBB in hopes that they will correct all of the problems with this job. They also use subcontractors and refuse to provide liability releases for their subcontractors.
In the beginning it sounded like a dream come true. Made the appt for a sales guy to come out, first red flag was he was hours late to the appt and failed to call to communicate this. I had to call in to find out what was going on. Sales guy came with his speech, sold us on the turf saying it stays cool, won't smell with dog pee or poop, it's made just for dogs and gave the story about the owner and how the company got its name. We voiced our concerns about the dogs being able to dig or chew a hole through it was assured they couldn't as it's so thick (shocker: they chewed through it). Then went and sat at my dinning room table going over alllill of the pictures of their work and how these guys do such an amazing job that the sales guy, I quote "they are so good? I don't know how they do it". Even showed us pictures in his phone of "local" projects that looks perfect. He went on to rave about the crew and how he will be there when they come to start the project and work as our project manager through out to make sure it's all done correctly and even said that he will do a walk through with us before they stamp the project done and if we're not satisfied they will fix it until he is happy and we are happy. We were told materials would be delivered before hand, discussed where to leave it so it didn't block our drive way. Next red flag: no material was delivered and nothing was communicated about it not. Come working day the crew shows up and flat out told my husband they weren't removing the pile of rock we had that that wasn't told to them. Had to get the sales guy and the manager on the phone because per our contract we paid for a certain square footage of dock to be removed and hauled to the dump (which I'm sure they just took to a local yard to resale). They wound up moving the rock after it was discussed it was part of our project and in contract that we're paying for. They completed jobthat was supposed to be scheduled for two days, in 5 hours. Not only did they do a shitty job not making sure edges were tucked in and flush with the wall (that was promised it would be) they left their garbage in my yard (I'm talking water bottles, scraps, etc). My husband called the manager yet again because this was unacceptable and he wound up having to come back to inspect the job and tuck in corners they failed to finish. He then told us that he will have the turf redone in the back to be flush with the wall like they were supposed to do in the first place. The sales guy came back to the house same day and even said this wasn't acceptable and sat in my dinning room again saying how sorry he was and that they promise to make it right. We wound up adding to our project of breaking up a concrete slab and having them lay pavers. We were told that they would do the pavers and repaired turf at the same time so our dogs weren't locked up all day and that they'd work around our work schedule. No one called us to tell us they were coming out but we happened to get alerts on our front yard cameras someone was trying to get into our back yard, when we pulled up the camera it was the crew there to do the pavers, no turf. Our dogs weren't in the back yard at this time and we were not home. Called the manager again who was surprised we didn't get a call for the appt and told his guys to leave, then told us they'd be out the next day to do the project. Later that same day the manager texted my husband saying the crew can't do it Sunday will be out Monday. A week later they tell us they'd have to come out Saturday instead, scheduled for 0930am. Come 1030 that Saturday morning they weren't there. My husband had to call the manager again to find out what was going on and was told that the crew was late because they had to pick up the pavers that they apparently didn't pick up because they left a dirt patch where the pavers are supposed to be and left saying they didn't have the pavers and would come back on a later day to finish the project. When contacting the manager yet again he stopped replying to our messages and stopped answering our calls yet we have to lay for this still
We started looking for artificial turf when our original turf was failing. We reached out to many companies and had them provide routes and went with Big Bully even though they were more expensive. The reason we went with them is that they provided reasons that were important to us with having 6 dogs. The main thing was the said that the infill that they used would reduce the grass heat by around 20% and that if we hosed it down it would be even cooler which is very important in AZ during the summer months. Once the grass was installed it was a fight to get anyone on the phone when we were having issues right from the beginning from the ground being un-level and there were nails that were sticking up and major mounts and clumps of infill that was throughout the grass and against the wall. Both myself and husband work and we told them we could not take more time off for them to fix the issues that they caused so we were always playing phone tag with them just to get someone to come out after 230. Once they came out to fix the issues that they caused they only completed some of the issues stating that it was resolved but there are still mounts of infill as well as when they laid the grass they did not make sure that the ground was level so it is like walking over little hills in some spots as well as some nails that are still not completely down and I have hit with my toes when walking on the grass. A few days later we noticed that there was a melted spot in the grass and they tried to say it was our fault but the had a gas powered sweeper out that that placed on the grass in the area that had melted. They had someone come out and confirm that it was the workers that caused the issue but they only want to do a patch job instead of replacing the 5x6 piece.I will never recommended this company for many reasons.1. The refuse to communicate with you and will ghost you for as long as they can.2. They lie about their product, grass is so hot I can not walk on it even before it it 12pm or the hottest part of the day. My pavers are cooler than the grass.3. They will not own the work of contractor they hire to come out to fix the issues at hand and you can not even speak with them as they do not speak any English.Please think 2x before ever using this company.1. Lack of communication 2. No follow through 3. More expensive than other companies and the product is by no means any better
Avoid Big Bully Turf – Poor Customer Service & Lack of TransparencyWe had a very disappointing experience with Big Bully Turf, and we want to make sure future customers are fully aware of what to expect before investing in their product.1. Lack of Transparency on Turf Burn Risks – We were never properly informed about the potential for window reflection causing turf burn during the sales process. If this is a widely known industry issue (as they later claimed), it should have been clearly explained upfront so we could take preventative measures. Instead, we were left to discover the problem after installation, with no warning.2. Poor Customer Service – When we reported the issue, it took over a month to get any real response. No one from Big Bully Turf ever came out to assess the damage in person. Instead, they sent us pictures over email and made a remote diagnosis, which felt dismissive and unprofessional. Good customer service means taking the time to assess issues properly, not just relying on past experience to make assumptions.3. Lack of Accountability – While we acknowledge that we initialed a section about sun damage, simply signing a form isn’t the same as being properly advised about how this could impact our specific installation. Given how common this issue seems to be, it should be a priority for Big Bully Turf to educate customers before they purchase - not after they experience problems.4. No Real Resolution – Instead of taking responsibility for the lack of upfront communication, Big Bully Turf’s only “solution” was offering to replace the damaged area at our cost. This is unacceptable for an issue that could have been avoided with proper consultation.Future Customers Beware – Since Big Bully Turf does not prioritize informing customers about these risks, we will do our part to make sure others know before they commit to installing their turf. If you’re considering using this company, be sure to ask about window reflection and turf burn before signing anything - because they won’t make it a priority to tell you.We hope this review helps others make an informed decision before choosing Big Bully Turf.
They are as their name suggests. Will make big promises to get your contract. Once you sign the contract, a third party comes to do the work and their is no accountability on their side. Our turf is installation was done so poorly that it sinks in the center. They will threaten you with litigation and bully you if you ask them to do their work. Forget about the 4 year and 15 year warranty. They will not respond to your call once you have paid them.
I had a fantastic experience with Big Bully Turf. Alexis was a great sales rep and was friendly and clear on all the terms. The installation went off without a hitch. The quality of the turf itself is just incredible. My dog loves it too!
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