Complaints

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• Initial Complaint

  Date:06/10/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21819452
  
  I am rejecting this response because: the invoice still does not account for the labor cost of the nearly 20 missing heads and controller nor the missing zone. We never discussed thee control box until I brought it up when you stated the job was complete. Also, I have attached a screenshot of your text message of you stating you said things to ******************** that you shouldn't have said, this is when you became irate and we preferred to only speak with you via text.
  
  Sincerely,
  
  ***************************discussing the billing on 5/31/24, the owner asked about payment for the drainage job for the downspouts. We clearly stated we did not want this completed. The owner stated that my partner told him to complete the drainage job. He did not. We have a text dated 4/1/24 and email stating not to do so. The owner acknowledged his mistake, but still listed this on the invoice. The owner became irate and made statements to my partner that were out of line when my partner pointed out the error and the work that was not completed.The owner provided an invoice on 6/5/24 for the first time. It was marked past due. I pointed out that the invoice was in line with the estimate but all items in the estimate were not provided. I asked that the invoice be revised to reflect the issued listed. He then stated he could comeback and replace the old heads, nothing was mentioned about the missing head. He also stated he would discount the unauthorized work. Due to his behavior, I don't want him near us.

  

  Business Response

  Date: 07/15/2024

  First, I am confused by the statement that I was irate and made out of line statements to ******************** .   I did not know there were any issues with the job until it was time for payment and I was told by **************** that the invoice would need to be separated as ******************** would be paying for part of the work.  When I received a text message from ********************, which was a screen shot of his text to me, dated April 1, 2024, on June 2nd, I was unsure what the reason for that was.  The next day I started receiving so many text messages about issues they had with the install that I tried calling ******************** several times so I could come by there and we could try and resolve the issues they had mentioned in their texts.  This time of year is very busy with work and it is hard to communicate via text and I felt like there were so many texts that it was best to come over to the property to go over things or at the very least, have a conversation over the phone.  Neither ******************** or **************** would answer my calls and continued with the text messages.  I dont understand how they could determine I was irate over a text message.  Yes, I did say that I felt like they were nitpicking some things but this was after so many pictures and text messages were sent and I just brought up the extra work that I had done that I did not charge for to try and make my point. 
  
  I tried to explain to **************** that when I do an estimate, it is just that, an estimate for the number of heads used to cover the areas and that until the system is being laid out and installed, the specific heads may change so that coverage is being made correctly.  Sometimes more heads are used, sometimes less.   She is correct in that I did not change out the timer box and used the new box they recently had installed by another company.  **************** told me she had an 8 zone box recently installed but when I went to hook up the box, I realized it only had 6 zones.  There were 7 valves installed and I put 2 zones together to work on the 6 zone box that was existing.   I offered to replace the box with the 8 zone or credit her for the box on the invoice due. 
  
  On June 25, 2024, my office manager and service technician met with **************** at her residence (she did not want me on her property) and they walked thru the system and showed her where ditch lines were at where she had questioned not digging and using the old pipe from the existing system.  We did acknowledge there were 4 heads (and pipe going to those heads) used from the existing system because I felt like the heads in there would provide better coverage than what was quoted in the estimate as being put in that area because they were taller. 
  We offered to credit her for those heads and also less the heads that were not used which were listed on the estimate.  We also offered to not charge for the drain line that was put in because I forgot about the text message sent on April 1st stating they only wanted to do the irrigation and sod and the job was started over a month later.    
  To date, we have yet to be able to resolve this issue.  We have just received payment from ******************** on July 1, 2024 for the sod but have not received anything at all from **************** for the sprinkler install and authorized drain work done.  She feels she is still owed more labor costs to be deducted from the work performed.     We have already offered to take off $2,000 for the drain, $250 for the timer box and $130.00 for the heads but this is still not acceptable. 

  

  Business Response

  Date: 07/30/2024

  We do not agree that there are 20 missing heads.  The "estimate" shows us putting in 38 - 1804 heads; 19 - 5004 heads; 1 8 zone control box and 7 - 1" 100 DV valves.  We actually put in 34-1804 heads; 20-5004 heads and 7-1" 100DV valves.  We did not install the 8 zone box as we stated in the previous response and credited them for that (along with labor) of $250.00.  We also offered a credit of $130.00 for the labor, pipe and heads not used (as described in the estimate) and also not to charge the $2,000.00 for the miscommunication of the drain being installed.  There is not a missing zone as **************** is stating.  Also, we did put in an additional 5004 head which is more expensive than the 1804 heads not installed.  As I mentioned to **************** before, the number of heads shown on the estimate may need to be changed once the install process begins and it is found that other heads are needed to be changed to cover an area better.  After numerous phone conversations with ****************, she feels that she is owed more labor than the $380 credit we have already offered for the materials and labor and we feel like that is a fair settlement.  Our company did not ask for any money as a deposit before the job started on good faith that we would be paid at the completion of the job.  Our company has already paid out a large amount of money on labor and materials for the installation of drainage and irrigation on this job and it has been a strain on our small business to not receive payment for several months already on this job,

   

  I am attaching the original estimate of the number of heads and valves to be used on this install and also the revised invoice with the credits offered.