Complaints

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

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Exceptional Landscape Lighting & Irrigation, LLC has 2 locations, listed below.

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  Exceptional Landscape Lighting & Irrigation, LLC

  5457 Twin Knolls Road Suite 1014 Columbia, MD 21045

• 

  Exceptional Landscape Lighting & Irrigation, LLC

  738 N Edgewood St Baltimore, MD 21229-2025

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:06/26/2024

  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.

  See previously complaint filed last year. This spring that sprinkler system wont turn on and there is a strange sound in the pipes that they altered to install the system. This install is still under warranty and Exceptional is not responding to my emails.I need them to return and explain what they did when they turned off the system in the fall. They are requiring that I continue business with them in order to have the warranty honored. I signed up for a working sprinkler system not continuing service.The warranty is good until July 14 and a working system would be a reasonable outcome. I have had several other sprinkler systems in other homes I have owned. Never has an irrigation service acted in this manner.

  Business Response

  Date: 06/28/2024

  I hope this email finds all well; Im writing to respond to the complaint number ******** in reference to one of our client complaint. Our client name is Ms. ******, ********. I would like to clarify and emphasize that our company has serviced  in timely manner Ms. *******  irrigation system irrigation inspection in multiple occasions however  all the irrigation inspection results are showing in normal stages not issues have been found. Our company has offered Ms. ******* to pay for a second third party opinion in order to resolve Ms. ****** concerns about her irrigation system. I would like to mention that Our client satisfaction is our first top priority we have followed up with Ms. ****** about all the required irrigation seasonal maintenance services as well But unfortunately Ms. ******* havent been cooperative and declined all our service, recommendations and services appointment invitation. Ms. ****** also has requested to be not contacted by our company. I would like to encourage Ms. ******* to contact our customer service phone number to request services for her irrigation system, our company is more than happy to assist Ms. ******** kerwing with her irrigation service request. I have included some supporting screenshots as supporting document that showed that our company has been in the best disposition to resolve any issues regarding Ms. ******* irrigation, the statement above are true and using my best knowledge. I hope that this complaint gets the best resolution as soon as possible.
  
  
  Important note; I would like to report that this complaint number ******** in reference to Ms. 
  ******, Kathleen complaint was already handled by BBB las year with a different complaint number, the complaint number from last year was ******** the case is already closed.

  Business Response

  Date: 06/28/2024

  
  

• Initial Complaint

  Date:11/26/2023

  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.

  The week of July 11th, I met with sales representative Blanden who stated their sprinkler system had a feedback control that would sense the soil moisture and would not water when the ground was saturated. This turns out to be a false statement and misrepresented the feedback control to stop watering.
  Early November I received a bill from Howard County for $381 for water usage which had been $90 previously. I contacted Exceptional to say that the feedback control was not working. The app set up timed watering with feedback control setup by Blanden to stop watering based on weather conditions. A closer look at the app showed that there were zero water savings for the entire time the irrigation system had been installed; over 4 months when it rained most of the time. I made a complaint through Thumbtack and withdrew my recommendation for Exceptional that I filed on their website. The sprinkler system worked but the app feedback control failed. Bladen made two appointments to resolve the issue with two individuals remotely supporting the effort. The first appointment, a representative in Florida stated that Bladen's account of a moisture feedback control for the lawn was not the way the feedback control worked. My request was that the control feedback be checked and confirmed that it was working. The next week Bladen showed up and this time a rep called Marcos was on the phone. It was resolved that the control would be replaced and tested in the spring. Then I received an email in Thumbtack from Exceptional stating all my complaints about the system were never before heard of even though they had access to my phone app that clearly showed there was no water savings. In fact, the Exceptional email contradicted the 2 previous conversations such that this email represented outright fraud. I want an immediate replacement of the feedback controller.
  
  As a certified fraud examiner, I swear these statements are true. ********

  Business Response

  Date: 11/28/2023

  Declaratory statement for the complaint ID 20902501 filled by Ms. ******** Kerwin in November 21,2023 

  the week of July 11th, 2023, our experience and license irrigation contractor whose name is Bladen. Which provided the client with a quote. during the quote visit our irrigation expert recommended Ms. ******** Kerwin a popular irrigation part called hunter industries, since we are not a manufacturer or app developer. our job is to install and repair irrigation systems. Ms. ******** agreed after during her research about the hunter app/brand to have that particular system install by our company. immediately we provided Ms. ******** with the service agreement which detailed specifically the service that we will be providing her or any promise. once we sent the services agreement Ms. ******** reviewed it and signed it with that being said we never said that we would help by saving water on Ms. ********s water bill. since Ms. ******** Kerwin irrigation installation completed, she has requested serval services in which we have attended, and our irrigation expert has performed all kinds of test on Ms. ********s irrigation system the result from those tests came back phenomenal no issues were found from the test. I would like to mention that our business goal is to satisfy our clients. we gave Ms. ******** an option in which Ms. ******** decided to decline one of the options was to have Ms. ******** to hire another irrigation company who she trusts to inspect her irrigation system in which we were more than happy to pay for any charge that she incurred in order she can have a second opinion about her irrigation system performance. sadly Ms. ******** wasn't happy with any of the solutions available. has Ms. ******** stated that " her irrigation is fine it's just the hunter app" which unfortunately we do not have any control over since we are not the app developers. the second solution is to replace Ms. ********s rain Sensor and the irrigation control by another irrigation brand or by the same hunter brand but without the app which will additionally charge. since we deliver the services that we sell but we more than happy to do it for free. I would like to request the BBB to ask Ms. ******** proof of the service agreement that she signed with our company because the BBB complain mentioned above is not related to the service, we provided her with. we swear these statements are true. Rosetty. exceptional landscape lighting and irrigation co-owner and manager.