Updated 8/25/25 to respond to the owner's comment:

I have written proof of multiple communications with my project manager raising concerns well before I chose to cancel the pergola. Claiming I never raised concerns until after my refund was denied is simply false. I said you offered to pay the permit fees but that was not until AFTER I said I wanted to cancel and no long work with you due to the issues I already experienced.

Origional Post:
I would never work with Turf Monsters again, nor would I ever recommend them to anyone. My experience has been nothing but frustration, misrepresentation, and poor-quality work.

When I signed my contract, I was told the project (turf, patio, and pergola) would start within 1–2 weeks and be completed in a day or two. Instead, it dragged out for over a month with multiple no-shows, last-minute cancellations, and poor communication. I had to reschedule my new patio furniture delivery and take unnecessary time off work because they could not keep their word.

The quality of the work that was completed was disappointing. I received chipped pavers and foundation damage (which I made them repair) and smaller trees than promised. I requested 8' privacy trees, but the estimate listed 5–6' trees. When I questioned it, my project manager (Anthony) promised they would be at least 6'. Instead, I received two 5' trees and one 6' tree that do not provide any privacy. On top of that, the irrigation lines they installed do not work, and the new trees are dying despite raising this concern multiple times. They promised to come look at it but never showed. When I brought it up to the owner (Mike), he ignored it completely. They still have not repaired the issue. After the patio and turf work was finished, they also left materials in my front yard and on the street, and it took four days and multiple requests before they removed them. At one point, my project manager told me he was even frustrated with the workers.

The pergola portion of the project was especially problematic. I was first told no permit was required, later told it was optional, and eventually told I had to obtain one for the pergola structure. I pulled the permit rather than pay the company $500 plus permit costs. I contacted the township, gathered the requirements, and submitted drawings provided by my project manager. I was later told I would also need an electrical permit on top of the permit I already requested. Then, when the permit was rejected because the drawings were incomplete, I was told I need to pay an additional $1,200 for an engineering plan to get the permit approved. When I called the township later to clarify, I was informed that Alumawood pergola structures do not require a permit at all — only the electrical work needed a permit.

I canceled the pergola due to these constant changes, delays, and the lack of trust I had in Turf Monsters to do the work properly. At first, my project manager told me I would receive a refund. Later, they changed their story, claimed the pergola had already been ordered (without proof), and tried to charge me a 25% “restocking fee” that does not apply under their own contract. They also inflated the pergola cost to $10,000, when the estimate clearly lists the pergola structure at $7,560.

When I stated I wanted to cancel the pergola because of all of the issues, they did offer to pay half of engineering fees, then all of the permit and engineering fees, however my trust with them had already been severed by that point and I did not want to continue to work with them.

When I stated I wanted to move forward with cancelling, I was told I had only two options: proceed with the pergola or cancel with no refund. This is not only unprofessional but completely inconsistent with the written contract. There is no way I would allow this company to continue to work on my project with all of the issues I had already experienced.

Turf Monsters has proven that they do not stand by their quality of work, they do not honor their timelines, and they do not operate with honesty or transparency.