Complaints

This profile includes complaints for Sunrise Irrigation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sunrise Irrigation

  261 Alt 19 S Palm Harbor, FL 34683

  
• 

  Sunrise Irrigation

  7345 International Pl Ste 106 Lakewood Ranch, FL 34240-8468

  
• 

  Sunrise Irrigation

  37490 US 19 N Palm Harbor, FL 34684

  

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:06/17/2024

  Type:Service or Repair 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.

  On 04/03/2024 I discovered that 2 zones in my lawn sprinkler system were out of order.Zone # 3 was not working, zone # 4 had low pressure and half of the sprinklers were not working.On the same day my wife requested Sunrise Irrigation to identify the problem and estimate the cost of necessary repairs.There gave us a quote of $95 for toubleshooting only. On 04/10/2024 Sunrise technician *********************** arrived at our *********** residence and confirmed the initial quote.I showed him the location of the valves in zone #3 and in zone #4.After a brief inspection the technician stated that our system has some complex problems and the new price for troubleshooting (+ simple repairs) is $595.We agreed to pay the price. Please note that we use reclaimed water and it is available only during limited hours 2 days a week. In the next hour the technician fixed both zones.According to him, he reconnected the wires in zone #3 and replaced the valve in zone #4. When he left, both zones were operational. On 10/18/2024 we noticed that the grass in zone #4 is turning yellow.On 10/20/2024 we were able to test the system, zone #4 had exactly the same problem with low pressure in several sprinklers. On 10/22/2024 my wife contacted Sunrise Irrigation and reported the problem.They initially scheduled the repairs on 04/26/2024. On 04/24/2024 they informed us that the repairs were rescheduled two weeks later. Taking into account hot weather and dry conditions, we decided that further delay in repairs will permanently damage the lawn, and we had to fix the problem ourselves. I removed the box from the valve in zone #4. Two wires were loosely connected.The point of connection was not insulated, bare wires were touching dirt.I reconnected and insulated the wires. After this normal pressure in zone #4 was restored.Sunrise did the job unprofessionally and did not try to fix the problem.I would like Sunrise Irrigation to give me a refund in the amount of $500.

  

  Business Response

  Date: 06/27/2024

  Dear ******
  This is what we have in our records.   You reached out to our office on April 6th and spoke with one of our ***s to schedule an appointment.  You needed us to come out because 2 zones were damaged and 1 zone wasnt working.  The *** let you know the dispatch fee would be $59 and waived with work completed.  Your appointment was scheduled for April 10th with an 8-11 appointment window.   The technician presented the diagnostic fee to run through the system.  The diagnostic is with an unlimited amount of time it identifies what is needed in repairs.  Permission was given to the technician to move forward with this diagnostic.    The technician respliced the control valve wires that he found cut so he could run through the system which was located on zone 3 and replaced the control valve on zone 4 all included in this diagnostic fee. This allowed him to run through the system to put pricing together for you.   The technician compiled 3 estimates for the repairs that needed to be done.  You did not elect to move forward with any of the repairs.  You reached out again on April 22nd stating you had the same problem occurring.   We had you scheduled for a new appointment on April 26th 2-5.  You called in on April 24th and canceled your appointment stating you fixed it yourself.  ****** we only went to your home the one time, completed the diagnostic that was approved for $595 and we were not granted permission to do any repairs. Therefore, there is no refund available on this request since the work was done and completed that was approved for your diagnostic fee.  

  Customer Answer

  Date: 06/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  On 10/22/2024 my wife ****** contacted Sunrise Irrigation and reported the problem.
  They initially scheduled the repairs on 04/26/2024.  
  On 04/24/2024 they informed us that the repairs were rescheduled two weeks later.

  So, Sunrise Irrigation failed to correctly describe what actually happened.
  
  Sincerely,
  *******************************************

  

  Business Response

  Date: 07/01/2024

  I am terribly sorry but this doesnt make sense.  You state:

  On 10/22/2024 my wife ****** contacted Sunrise Irrigation and reported the problem.  October 2024 isn't even here yet.
  

  We also record all of our calls so we will see the exact timeline that took place.  And there were not all of these visits you are mentioning.  Also there is no diagnostic for $95 there is only a dispatch fee of $79 and then the diagnostic that was stated before

  Customer Answer

  Date: 07/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  evidently, my initial complaint had a mistype.  Here is the corrected statement:

  On 04/18/2024 we noticed that the grass in zone #4 is turning yellow.
  On 04/20/2024 we were able to test the system, zone #4 had exactly the same problem with low pressure in several sprinklers.  
  On 04/22/2024 my wife contacted Sunrise Irrigation and reported the problem.
  They initially scheduled the repairs on 04/26/2024.  
  On 04/24/2024 they informed us that the repairs were rescheduled two weeks later.
  
  Sincerely,
  *******************************************

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair 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.

  Sunrise replaced and repaired the irrigation system that was incorrectly done by another business. That went well, but then some of the lines were messed up. They did not fully secure the electrical lines, and grass pulled them apart. I had the company come back out, fix it and ultimately they ran the electrical improperly which caused melting of the lines and my house would've caught on fire if it wasn't fixed. I had another company come look at it, they saw it, fixed it and Said reach back out to Sunrise.Sunrise came back out and "repaired" the lines. Since they "repaired" those lines, the reclaimed water runs on it's own, because the valves don't shut off properly. The county has confirmed it's not the meter, it's with the install. It's only zone 3 (of 4) that is happens with. If it was the connection point, it would happen on all zones.I have tried to get them to come back out, tried to speak with a manager, and haven't Heard anything. I now have mold and fungus growing, and it's made my dog sick. I have puddles of water that is causing more problems with pests in the lawn.

  

  Business Response

  Date: 04/10/2024

  I have had several conversations with ******.  She also had placed a review online.  However, since then she has removed the poor review and called in and apologized.  The last time we were out to the customers home was June 7, 2023.  After the initial visit we had 4 appointments scheduled to go to her home and she cancelled them.  These cancellations went from 7/3/2023 to 1/31/2024.  She recently reached out again, and we have her scheduled for April 17, 2024.  At that time, we will be able to identify if this is a warranty call or another concern taking place.  Below is a snapshot of a message our call taker entered in the customers file from the 8th of this month:

  JT
  ***************************
  Spoke with ****** she just wanted to apologize for the ****** review, she has deleted it - she explained she was in the wrong and she deeply apologizes.
  Created: 04/08/2024 03:27 PM
  Modified: 04/10/2024 12:14 PM

  If you have any additional questions let me know
  

  Customer Answer

  Date: 04/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I want to add that there were a few miscommunications from a tech who is no longer with the company. **** came out with a tech, ****, and we discussed everything today 4/17/24. They will be redoing the system - not what they did initially, but fixing what has ultimately caused the problems. The tech who came out in June 2023 explained the issues as they are now, but the resolution was not satisfactory. I Believe this is a company who stands behind their name, and will give them recommendations to various neighbors and friends. 
  

  I did apologize to the company for how I spoke with them, and now that all of us are on the same page, it's clearer why I was frustrated and I'm glad I was able to voice that today.
  Sincerely,
  
  *************************