Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/09/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I was told on the initial call from Eric that his hourly rate was $60.00 per hour plus the cost of parts. He reminded us on several occasions that his rate was less than all his competitors before he came out and did the job. Once I received the itemized bill, I realized the labor charge was much greater than the $60 per hour I was quoted on our initial phone conversation. He charged us $282.50 for approximately 2 1/2 hours of labor. I called three other irrigation companies in town to compare the cost. All three quoted a fee far less for the same job than what Eric charged. One company quoted the cost of the part and the labor for replacing the controller box would have been $262.00, which was even less than the labor cost alone from Coastal. When I questioned Eric about the fee, he did nothing to make amends. He stated that he charges a flat rate for labor on this type of job. Why wasn't that told to us prior to approving the job? There was another issue that he was dishonest about as well. He quoted a fee of $15 for each solenoid that he was replacing. The bill shows $22.65. He did tell me that he made an error on the quote but would only charge me the $15 since that's what he originally quoted. He claims he would "eat that difference". I had no problem paying a higher cost on the part since it cost him more, but I was not comfortable paying him the $100+ per hour for labor. He basically refused to do anything about it and said we were obligated to pay him that fee. I offered to pay the full bill if he at least honored the $15 on the seven solenoids that he replaced but he chose not to accept my offer. Now, I feel that the excessive labor cost and the part cost should be reduced to what he originally quoted us since he chose not to work with us.
  

  Business Response

  Date: 10/14/2022

  Consumer Response /* (2000, 17, 2022/10/10) */
  I was contacted by Eric the owner of Coastal Outdoor Concepts today. They have given me a full refund for the job. I wanted to make sure you were aware of this information. Thank you so much in helping me resolve this issue.