Complaints

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• Initial Complaint

  Date:08/14/2023

  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.

  We were told that moving some heads will take 2hrs **** come to find out the individual spend almost 7hrs on our property which was never authorized by me anywhere on paper. I been with this company since 2016 and never had issue until now and they are not taking ownership of their mistake. Im willing to pay for 2hrs labor and the material that was used. If the work was not able to be completed in time that it was told to me when the individual came out to our property that should have been discussed with me if we would like yo continue with the work and it was not.

  Business Response

  Date: 10/23/2023

  We have reached out to this customer on multiple occasions to try to rectify the complaint. We even amended the disputed labor charges on his invoice,to no avail.  My management team has also reached out to him, asking for a good time and phone number that the Owner could arrange a phone call/meeting to discuss the issues and he has never responded to our requests. When we go out to perform service on Irrigation Systems, we come up with an estimated time frame for the work to be done, based on ideal circumstances.  When the Technician actually got there and starting the service, it was noted that the ground was extremely hard and it took twice as long to get the ground dug up, this is why we already reduced the labor charge on this invoice.  We do not ever start a service function without the consent of the homeowner. The homeowner took it upon himself to adjust his own invoice and sent in a partial payment. This still left a large balance on his account, which he is refusing to pay until we take off more labor charges.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20468283
  
  I am rejecting this response because:
  I spoke to your manager multiple times and was informed there is nothing that you guys will do besides to collect on an invoice that was NEVER authorized by me to perform work that will cost us $1,000.00 when we were quoted it was going to take 2hrs **** I never approved labor to take 8hrs as I would have done the job. Yes I did adjust the invoice and paid for the material cost that was on the invoice. I did let you guys know I will pay for the 2hrs of labor that was quoted to me when the service guy was here. He should have checked the ground when he was at our property as it was a week or so from when he came back not much could have changed to the ground from the time he was here and told us how long it was going to take. Again I paid for the material and Im agreeing to pay how much was quoted to me. If you have proof of me authorizing work for more than what was quoted to me I would like to see that. Please email me an invoice for the work that was quoted and I will pay it right away. 
  Sincerely,
  
  *************************

  Business Response

  Date: 10/27/2023

  ******************** is correct that the Service Technician did verbally give him an estimate to move and reconfigure his system.  This was only an estimate.  The technician did not dig any holes or test the ground condition at the time of the estimate. ******************** did not ask for a formal proposal from Iowa Irrigation and one was not submitted to him.  If a formal proposal would have been asked for, we would have quoted it as time and materials.  Iowa Irrigation did perform the requested work asked for by the customer. At the time of service, the ground conditions were very dry and hard. The service provided did take longer than anticipated from the Service Tecnician, but was completed to the specifications of the client. An invoice was issued to the customer for the time and material provided. The customer contacted the office and was not in agreement with the invoice.  Iowa Irrigation did reduce his billed amount to compromise with ********************. The service was a correction to work not done by Iowa Irrigation and involved unknown conditions due to the fact the system is underground. If Iowa Irrigation could have performed the work in less time, we would have done so. 

  Thank you.