TurfDirect Turf Direct Does Not Stand-up to Warranty Scottsdale Arizona

I purchased synthetic grass from Turf Direct just over 7 years ago, about 2 years ago I started noticing the grass was detaching from the backing. The problem most noticeably was in direct sun contact however it is faulting in areas with very little sunlight as well. I contacted Turf Direct who sent out a representative. They notified my that is was due to sun glare from my windows. I found this very odd why this would start becoming a problem in year 5, but was not an issue in any of the previous years.

I contacted three other companies who came out and all three agreed it was not an issue with 'burning' from window glare, each stating the same thing that if it was a would see a melting effect on the grass, which there is none, and not disconnection of the grass from the backing. This in their opinion is a defect in the turf. I contact Turf Direct and told them about my findings, he adamantly disagreed and further stated that it was also failing due to having a dog and my 'normal' usage of the turf. I'm not sure what my 'normal' usage of the turf meant and this turf is supposed to be pet safe. We have had further conversations which he has offered to replace the turf, but at what I feel is at a very significant price and rather unfair.

I have filed a complaint with the BBB, which he has yet to respond to. Attached is a couple of pictures the first of which is from an area which gets full sun, yet still I don't see how can get any window glare based on the window locations. You can really notice how poorly the grass has maintained itself and how bad it looks. The second is not nearly hit from the sun and impossible from any sort of glare from any windows yet the problem still resides. The third is in a location that does not get any sun and looks fairly good given the age, to me the last picture is acceptable and the rest of the yard should look similar.

Its not even so much that there is clearly a problem, but that TurfDirect as a company is so unwilling to acknowledge it, and would prefer throwing out excuses that isn't 'their' fault, and to offer any sort of assistance to reasonably rectify it. I'm posting these so anyone interested in getting synthetic turf can make there own individual and educated opinion. I wish I had seen these prior to making mine!