EXTREMELY DISAPPOINTING RESULTS!
We hired Synthetic Grass Masters in February 2022 to do a complete exterior hardscape remodel at our home. The scope of the project included new artificial turf (front and back), removing the existing flagstone pool deck and replacing it with limestone pavers, replacing existing travertine coping around the pool perimeter with limestone coping to tie in with the new limestone pool deck, replacing travertine waterline tile around the pool's interior with tile that matched the remaining existing pool waterline tile, adding a deck drain along the back of the house, adding limestone paver walkways where none existed at high-traffic areas in the backyard, removing and replacing existing front courtyard concrete pavers with limestone pavers, and replacing existing concrete paver driveway with new concrete pavers. The total cost of the project was around $78K.
The project was scheduled to take 2 weeks to complete. The project took 7-1/2 weeks for a multitude of reasons - all of those reasons were due to poor performance by this contractor.
There were numerous problems with this contractor. A few of the major issue highlights are:
1. This contractor caused significant damage to our pool's interior (the pool interior was completely remodeled in 2020 and in 100% pristine condition prior to this hardscape renovation). Damages included significant areas of missing grout under the spa coping, cracking grout elsewhere, damaged pebble-sheen on the pool floor caused by the carelessness of the contractor's crews while the pool was empty, and numerous (30+) chipped and broken pool waterline tiles from further carelessness by this contractor's crews.
2. There were many large gaps in the artificial turf where it met other hardscaping. Some seams are now clearly visible where sections of artificial turf are joined.
3. Numerous limestone pavers began to settle just weeks after the project was completed along with a few cracking and rocking pavers. These conditions have worsened over time with more pavers settling, rocking, and cracking to the point it is now excessive.
4. When we interviewed this contractor, we specifically asked if the crews on our project were his direct employees or subcontractors - he told us they were his direct employees. We later discovered (during the ROC complaint process) that every one of the workers on our project was a subcontractor and they were NOT licensed by the ROC or insured. Beware!
5. When the backyard artificial turf installation began, we noted it was different than the sample turf we had chosen. Upon inspection of the manufacturer's product tag affixed to the turf being installed, it said it was a 50oz turf and we contracted for a 70oz turf. We immediately contacted this contractor and he told us the turf being installed was mislabeled and it was indeed 70oz turf. A quick trip to the local artificial turf store with a sample of what was being installed confirmed it was 50oz turf being installed. It was eventually replaced with 70oz turf. Was this a "bait-and-switch" attempt by this contractor? We'll never know. Buyer beware!
6. In reconstructing the 2 steps from the ground-level pool deck to the elevated pool deck with the new limestone pavers, there were numerous issues caused by the gross incompetence of the crew.
7. The deck drain that was first installed was not connected to any further drainage plumbing to move any collected water away from the house. Also, the drain was not anchored in place. As a result, within days of installation, the drain began to shift further away from the house.
Pictures also highlight some of the issues. Expanded details about these problems, and others, had to be omitted due to review length limits imposed by Yelp.
In July 2022, we filed a complaint against Synthetic Grass Masters with the AZ Registrar of Contractors (ROC) and have worked thru that lengthy process, which recently just concluded.
During the ROC complaint process, we discovered this contractor was not licensed to do interior pool work, yet he told us he was and he signed a contract with us that included tasks inside the pool. At the conclusion of the ROC complaint process, the ROC cited this contractor for poor workmanship and for working outside the scope of his license, among other things. His contractor license was temporarily suspended and a small fine was imposed. The Disciplined Case listed for this contractor on the AZ ROC website is the result of our ROC complaint. You may request details of the discipline action thru the AZ ROC website as a public records request.
We waited to post this review until the conclusion of the ROC process earlier this month. A year later, these issues have worsened. The cost to properly correct all the shortcomings of this project caused by this contractor is VERY expensive! Further legal action against this contractor is under consideration. Based on our experience, I would NOT recommend this contractor to anyone! read more