Big Bully Turf — Local services in San Diego

Big Bully Review - My review reflects an 4 Star installation, a problem that initially was being blamed on me so I gave a worse 1 Star review. But, then a property visit after that review that resulted in a meeting with one of their team leaders then finally Big Bully stepped up and made it right. They didn't make it easy, but they eventually made it right. I'd like to give them 3.5 Stars for the hassle I endured, but because of Alex one of their project managers, I'm giving them 4 stars for stepping up.

We are pleased with the turf; it seems to be a high-quality product. However, I must express my dissatisfaction with the communication and the lack of follow-up after the project was completed. As a business owner in real estate, building strong relationships and maintaining good communication are vital to my success.

While the job was done well and completed on time, the lack of communication during the process was concerning. We often found workers sitting around on their phones for extended periods, and it wasn't until we took the initiative and called Big Bully and inquired that we understood the situation.

Alex, one of the project managers (not a sales rep), was fantastic. He took the time to review our project, made custom adjustments to meet our needs, and provided a clear explanation of the process after my initial call to address our confusion. We give Alex a well-deserved 5 stars -Thanks Alex!

When the project wrapped up, there was no farewell, follow up, or even an offer for a final walkthrough to ensure everything met our expectations from our sales rep or the company. It's disappointing to think that after spending thousands, we received no follow-up for feedback or acknowledgment. Instead, it feels like they moved on to the next project immediately. Interestingly, the final bill arrived promptly.

Overall, while the product is great, most of the service experience fell flat...and is is why we gave them a 3 Star = just OK. The problem with OK, is it gets the job done, but only "great" gets 5 stars - and that comes from feeling it was a relational transaction, where our business was appreciated, not a transactional one.

3/25/2025: It should be noted that despite their response to this original review, weeks have passed and no one ever followed up as they said they would in their response. Very transactional. I'm surprised too, as a referral source, as a REALTOR® you'd think they'd want my advocacy. Buyer beware, good product, poor service.

8/13/2025: This review has been downgraded to 2 stars from 3 due to the company's lack of accountability. They hid behind a contract rather than taking responsibility for leaving us without any care instructions or warnings regarding common issues with artificial turf. This stems from the original review at the beginning of the year - how they just left without a final walkthrough or a goodbye. This company doesn't care about relationships, or referrals apparently. Very disappointed.

8/27/2025 UPDATE:

Big Bully Turf really stepped up and made things right! They sent out my favorite Project Manager, Alex, who thoroughly evaluated the flaw in the grass, attempted a repair, and ultimately determined it was a product failure—not user error. From there, BBT replaced the turf completely.

Alex went above and beyond, not only filing the report but also taking the time to educate me on proper turf care and maintenance. The replacement crew was fantastic—efficient, respectful of my yard, and they left everything spotless. Before leaving, they made sure I was 100% satisfied.

And to top it off, Alex personally followed up afterward to confirm everything was perfect. In the end, they didn’t just repair my lawn—they repaired the relationship. That’s how you turn a negative...

Overall, it was a very frustrating experience. Please be aware of their score on BBB. I wish we would have seen it before signing a contract with them. The product itself is good, but the communication and company services are horrendous. Also know the quality of work will depend on the crew they send to your project. I found out while all crews have the same turf, they do not have the same materials. The first crew who originally completed our job used decomposed granite (DG) as fill which was not compacted correctly. DG is a cheaper material that really shouldn’t be used for turf. The DG warped after rain and caused the turf to appear wavy. This is what started our warranty claim.

Updating my second review (first one I deleted after they requested me to), we agreed to a date with an arrival window of 730 am - 9 am. The project manager did arrive at 9 am day of the project, but there was no installation crew. He explained the installation crew was on stand by and they were waiting for the fill to be delivered. He stated the delivery would occur between 10 am- 12 pm and they would begin work then. I had not received an update by 1148 am so I reached out to the PM. He said he would ask for an update which did not come until 119 pm notifying me the crew would be there in 30-45 minutes. I was concerned they would not finish that day and told him it’s imperative they do as I was working from home that day, something my company frowns upon. He assured me they would be able to finish that day. The crew arrived around 215 pm and I took them to the back. I asked them if they were on stand by the whole time and they told me no. In fact they were pulled off a different project they were working on that day to come to our project. I knew something was wrong right away when I took them to our backyard and they called the PM. They told me they didn’t have enough material and would be unable to finish that day. They also were surprised how bad the turf looked from the first crew. I tried calling the PM but received a text saying he would call me right back. That was the last communication I received from him through the project. I had nothing against the new crew as they seemed sincere and wanted to do a good job. They stressed they take pride in their jobs and would do a much better job than the first crew. They said they could be there the next morning and finish the project. While this was not ideal for my work and extremely inconvenient, I wanted to finish the job. I agreed and they showed up before the agreed time the next morning.

The work the new crew did was night and day compared to the first crew. They made sure everything was flush and used the correct fill. They took their time to compact the fill the way it should be as well as align all edges. This crew is the only reason I am raising my score to 3/5. Mind you the PM did show up during the project. But once again he didn’t let me know and did not make any attempts to talk to me. Instead he left after speaking with the crew before the project was over.

We were pleased with the new installation crew and really appreciated their work. However, the company itself is a different story. Their sales pitch is good, but the communication is terrible. They lead us on so much through the process missing multiple appointment times. It felt disrespectful as I took off total nearly a week from work to be home during installation. They did not respect my work schedule and provided terrible service for the most part. I am glad the final result turned out well, but I am dreading if I have to file another warranty claim. If you do, just know leaving a bad review is the fastest way to get...

Big Bully Turf really did an amazing job, in very challenging terrain! Quentin, the Design Specialist, was determined after witnessing the challenge he faced and meeting with us, that he was going to make it happen. We had a limited budget. Quentin worked around our budget and proceeded with his sketch for the project. In itself a piece of Art. Appointment was made, Crew headed by Herberto, AKA Eddie, showed up on time and the process began. His Crew is most professional. They all worked together every step of the way to get the job done. For those not familiar with Menifee, California hot weather, it was in the high 90’s, very close to 100 every day with no shade. Yet, in that heat without complaining and taking breaks, they managed to do a marvelous job. Herberto, doesn’t consider his job, just a job. He is a Master in his field. Everything he does is an Artform. His attention to detail for every part of the project showed his craftsmanship. Along the way he would ask us if everything was as we wanted it done. After asking how we planned on designing our finished yard, he added insight, suggestions, duly noted, given the amount of sunlight in our yard. His suggestions have helped us decide where to put the gazebo, the type of plants that would do well in the heat and cold. David came by to make sure everything was going well. He didn’t have to worry, because Herberto and his Crew had everything working like clockwork. As far as we’re concerned the makeover began on a good note. Quentin was sincere and helpful from the start. He was determined to make our Yard look amazing, and it does. He was always just a phone call away. He kept in touch with us over any development. Equally important was David’s role. He made sure the Crew had all the products needed in advance for the project. He responded to our calls as soon as he received them. The Crew is not just workers either. Those men followed their Foreman to the letter. They are clean, tidy, and very careful not to damage anything on the property. At the end of each shift, they cleaned their equipment, put it away neatly out of the way, and were eager to work early the next day and each day until the project was completed. We can honestly say that every inch of dirt was scraped, then raked many, many times before pounding it as flat as needed before laying every layer of product down; no pebbles were left behind before the tur covered all the areas. As the old saying goes, a company may have a wonderful reputation, but those that do the job give that company the good reputation. Big Bully has a great staff, from the Sales Department, to Design Specialist and followed by the Production Manager and his working Crew lead by Herberto AKA as Eddie, (and addressed by his team as “El Patron” …the Boss) a genuine craftsman. Together these men give Big Bully its reputable name. We give this company a 5 out of 5 stars. Highly recommend it for your turf and brick needs. We are beyond pleased! Thanks to all involved in making it happen! Most sincerely, The Hills, from...