7/10/2015 As a continuing review, Eric came out to fix the grass. He was unable to fix it and after about an hour, he told us that the sun off of the windows had melted the grass on the very first day. We explained to him that the damage was always there and that we had been trying to get him to fix it for over two weeks. We also explained to him that the windows faced the north. He said he didn't know which way was north but the sun had melted the grass. He quickly added that we had signed a waiver when we purchased the grass (which we didn't do, as we ordered over the phone) and that sun melting the grass was not covered under the warranty. He was both aggressive and intimidating. He then got in his truck and left. I then sent a text to the salesman who sold me the grass, Cody, but he hasn't responded. I also call the Chief Operating Officer of AGL, Rob, but he too has not returned my texts or calls. I then called AGL Asst Manager, kailee, and she informed me she could do nothing more for us as upper management is handling the situation. I explained to her that I was not getting any response from management. She asked me to no longer call because it was becoming annoying and time consuming.
So that's is where we stand.now. The installer Eric won't fix it. Nobody from AGL will contact me. The salesman Cody, won't respond to my texts. it sounds like, though I really don't know, they don't want to honor the grass warranty.
As I said in my earlier review, I really don't understand the problem. Defective grass was installed at my father's home and should be replaced. The piece to replace is only 10 feet wide. It is only 150 square feet. All they have to do is remove the bad section and replace with a good piece. That's all. Really that is all we want them to do. And to honor their word and warranty. If they would fix it, I would happily change my rating.
We've had it 3 weeks.
On a semi final note, the section in question has had so much infill added (in this case sand trying to hold up the damaged grass) that the section is now darker than the other 3 sections. Maybe the darkness will go away after some winter rains but that's a ways away.
As I said earlier, I would suggest anyone interested in artificial grass go with a different product and definitely a different installer (i.e. Eric). 75% of the lawn looks okay. It's just 25% that needs to be fixed.
I will do another review as further events happen.
EARLIER REVIEW: 6/19/2015 What a nightmare!! STAY AWAY! I am still dealing with AGL about the defective lawn they installed at our house. Unfortunately, they have not returned my calls for over 2 weeks. In fact, they have told their employees not to "touch it". Our lawn looks really bad and we just wanted it fixed. We spent over $6,000.
Finally yesterday they sent out a technician to fix the grass but was not successful. The tech told me this was the third time this month he has had to do the same thing.
I really don't understand the problem. They installed defective grass, but somehow they are upset with us for asking them to repair. We are still hoping they will honor the warranty, but likely will end up in a lawsuit.
Personally, I would never use this company again. This has become a real headache because of their unwillingness to fix the problem or to even call to discuss. Unethical behavior is difficult to deal with. If they fix the lawn, I will update review.
UPDATE: 7/10/2015 After repeatedly calling and texting the COO Rob for 2 weeks, he finally had another employee call and tell me to review the website to file a warranty claim. He blamed his assistant manager Kailee for not calling promptly. Eric earlier blamed salesman Cody for the miscommunications. read more