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:05/29/2024

  Type:Product 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.

  Complaint taken on phone by H363137**3238313831H rep ** as consumer states he&#**;s unable to write good english.I bought a plan from this business for $250 to turn my sprinkler system on/off for the summer and spring season of 2024. I called for spring appointment and requested to have my system turned on. Business stated they would send someone who came and indicated my system would turn on within a week. System never turned on and I contacted ****** at the office to request another appointment. ****** stated I needed to pay another $95 service fee to look at it again. I advised the rep never turned on the system or fullfilled their obligation, why would I need to pay again. Business was to return and ring the bell for entrance. Tech returned and did not notify me they were their and left. I requested a refund of $250 and was provided $125. No services were provided and I request a full refund of the additional $125

  Business Response

  Date: 06/05/2024

  Below is an account of the situation reported by the customer. We have also attached documentation for support. Please note date and time stamps on all attachments:
  

  March 25, 2024 -Technician completed the turn-on service. Tech noted that the system was started and made internal notes, "he unplugs zones and messes with the controller a lot.

   Please see attached Screenshot of Initial Appt. Note

  May 11, 2024 - Customer texted us (1st communication since March 25) to come turn on his sprinkler system. (this was over the weekend, when our office was closed.) 
  

  May 13, 2024
  1. We responded to his text and confirmed that it was already started-up *********************** at his appointment on 3/25
  2. He sent a screenshot of his controller display and it indicated an is*** with the Sensor.
  3. We explained that there could be a short or other is*** with his rain sensor and helped him troubleshoot. 
  4. He said he would test it and let us know if is***s remained. 

  
  May 19, 2024
  Customer texted again to explain that his system was still not working (office was closed on this day).

  
  May 20, 2024
  1. We explained that we would need to schedule a service call for the next available appt, which would likely be June due to a full schedule.
  2. He agreed but continued to text throughout the day about needing an appt. ASAP
  3. He called the office and spoke with our Administrative Assistant, ******.
  4. She explained she was doing her best to find a sooner appt and he threated to *** us and asked for a call from the owner.
  5. Owner, ******************* called and talked with him. He agreed to an appointment on 5/24 with an open time-frame for late afternoon.
  

  May 24, 2024
  1. Customer received an En Route Text at 4:56 PM with an arrival time of 5:10 PM
  2. Technicians rang the gate upon their arrival at approximately 5:10 PM and waited, with no answer
  3. At 5:15 PM, the office sent him a text message that the Techs were at the gate
  4. At 5:17 PM, the office called and left a voice mail that the Techs needed entry
  5. At 5:22 PM, the office called again and there was no answer
  6. At 5:28 PM, the techs left and the office sent the customer another text telling him he would need to reach out to reschedule.
  7. At 6:11 PM, the customer texted claiming that he did not receive any correspondence 
  

  Please see screenshots of text chain and call records
  

  May 28, 2024

  1. Customer texted again and asked for a refund of his $250 Maintenance Package (includes Start-up Service and Winterization Service).
  2, We provided him a refund for $125 to cover the ********************* but explained that we already serviced him for the Summerization on 3/25.
  

  Please see Attached of Original Invoice and Refund
  
  May 29, 2024
  1. Customer wrote a negative ****** Review, which we disputed due to the false information he provided
  2. He sent an email demanding a refund for $125
  3. He agreed to take down the ****** review and we would give him a courtesy refund for a service we already provided
  

  Please see PDF Document of Email Correspondence
  
  In conclusion, we provided the service that was paid for, made many attempts to problem-solve the customers is***s, refunded the remainder of the pre-paid package for a future service, and finally, offered to refund the full original amount if he removed a review that misrepresented our company with inaccurate information. He agreed to this via his email but did not follow through.