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:09/08/2024

  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.

  Montgomery Irrigation is charging me $100 for a service that they say was performed, but when asked what service, their spokesperson, ***** *******, cannot articulate what that service was.I scheduled Montgomery Irrigation to come an adjust sprinkler heads (a no charge service as they opened the system). I also asked them to quote me on installing a new sprinkler zone (another no charge service). Earlier that day, I discovered the backflow as it was leaking two gallons of water an hour and while the technician was here, asked him to look at it. He spent less than 10 minutes looking at it which encompassed telling me it was a cheap piece of equipment which probably needed replacement, unscrewing the two valve caps and running his finger around the inside, re-screwing the valve caps back on, and telling me I needed a new backflow on which he would quote me. My husband came home that evening, took apart the backflow, reseated a pitched washer and the backflow has worked properly since.Montgomery charged me $100 stating it was for work on the backflow. When I ask what work, their employee, ***** *******, says "the technician had to drive all the way out to my house". When I remind her that he was here already performing other work, ***** states, "it's a valid charge." When I ask for what, ***** states, "it's for work on the backflow". When I ask what work, ***** repeats "it's a valid charge for work on the backflow", but cannot articulate what that was. The technician did not diagnose the problem, a pitched washer, nor did he fix the backflow, my husband did. His time on the backflow encompassed maybe 5 out of 80 minutes of his time at my home wherein his primary purpose was adjusting sprinkler heads Montgomery failed to adjust when their technician opened my sprinkler system.I disputed the charge and it took serveral emails and phone calls for Montgomery to respond.

  Business Response

  Date: 09/10/2024

  Ms ******* unfortunately your description of events is not accurate.  Both our office manager and our service manager have explained to you the reason for the charges, whether you agree with them or not.  We did visit  your home for an estimate, which would be done for free.  However while there you asked us to adjust heads on several zones as well as look at  your backflow, The technician spent over an hour on site taking care of the items  you asked about.  As you are well aware the technician worked on the backflow to get it to stop leaking temporarily, but it does need to be replaced.  Whether you choose to replace it or not is up to you, but that doesn't change the fact that it needs to be replaced.
  

  Also, as it became abundantly clear you were unwilling to pay for services requested I informed you yesterday that we were going to write off the invoice and agree to part ways.  I see that this complaint was filed on Friday 9/6/24, the same day you reached out to me.  I responded the next business day, Monday 9/9/24. 
  

  Customer Answer

  Date: 09/10/2024

   
  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.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:08/09/2023

  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.

  Did not check system when opening, and then charged me to come back out.

  Bureau Response

  Date: 08/10/2023

  Timothy ******
  Montgomery Irrigation 
  
  **** *** ****** **
  ****** ** *****
  
  
  
  
  
  Dear Timothy ******: 
  
    
  
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 8/9/2023 and was assigned an ID of *********   
  
  
  
  How do I take care of this?
  
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: ***************

  
  

  What should I include in my response?
  
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
  
   
  
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  
  
  What will happen if I do not submit a response and what can I expect to happen next?
  
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  
  

  Sincerely,

  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####
  
  

  
  

   

  
  

  CUSTOMER EXPERIENCE INFORMATION

  
  

   

  
  

  Customer Information:

  
  

  Stephen ******

  
  

  
  

  * ** *****

  
  

  Daytime Phone: ###-###-####
  E-mail: ********************************
  

  
  

   

  
  

  The details of this matter are as follows:

  
  

   

  
  

  Complaint Involves:
  Service Issues 

  
  

   

  
  

  Customer’s Statement of the Problem:
  
  
  
  Did not check system when opening, and then charged me to come back out.
  
  
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  
  Billing adjustment; Refund
  
   
  

  
  

  
  

  Bureau Response

  Date: 08/10/2023

  Stephen ******
  
  
  
  * *** *****
  
  
  
  
  
  Dear Stephen ******:
  
  
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/9/2023 against Montgomery Irrigation.  Your complaint was assigned ID ********* 
   
  
  Now that I have filed, what is the next step?
  
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  
  
  What if I do not agree with the response from the business?
  
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  
  
  What happens if a business does not respond?
  
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  
  
  Sincerely,
  
  
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####

  Business Response

  Date: 08/10/2023

  The client is requesting an
  invoice adjustment and refund.  As was
  explained to the client on the phone yesterday the invoice in question has been
  written off and nothing is due, and a refund has been issued for the
  winterization service that they prepaid.  The client was also told that we will no longer provide services for him
  due to the fact that we have made a total of 3 visits to his property over the
  last 12 months and 2 out of those 3 visits, after the work was complete, he refused
  to pay the bill.  The first instance from
  June of 2022 we gave the customer a partial credit as a courtesy.  In this second instance we were not willing
  to do the same.   The resolution for us
  was to go ahead and write off the latest invoice and not continue doing
  business with the client.

  Bureau Response

  Date: 08/10/2023

  Stephen ******
  
  *** ******** **** ***
  ************** *****
  
  
  
  
  
  Dear Stephen ******:
  
  
  
  This message is in regard to your complaint submitted on 8/9/2023 against Montgomery Irrigation.  Your complaint was assigned ID *********  

   

  
  

  BBB has received a formal response
  from Montgomery Irrigation. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  Sincerely,

  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  The client is requesting an
  invoice adjustment and refund.  As was
  explained to the client on the phone yesterday the invoice in question has been
  written off and nothing is due, and a refund has been issued for the
  winterization service that they prepaid.  The client was also told that we will no longer provide services for him
  due to the fact that we have made a total of 3 visits to his property over the
  last 12 months and 2 out of those 3 visits, after the work was complete, he refused
  to pay the bill.  The first instance from
  June of 2022 we gave the customer a partial credit as a courtesy.  In this second instance we were not willing
  to do the same.   The resolution for us
  was to go ahead and write off the latest invoice and not continue doing
  business with the client.

  Bureau Response

  Date: 08/15/2023

  Timothy ******
  Montgomery Irrigation
  **** *** ****** **
  ****** ** *****
   
  
  
  
  Re: ID * ******** * Stephen ******
  
  
  
  Dear Timothy ******:
  
  
  
  Thank you for your recent response to Stephen ******. We have not yet heard from the consumer and are closing this case as answered.
  
  
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 
  

   

  
  

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  
  
  Sincerely,
  
  
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####

  Bureau Response

  Date: 08/15/2023

  Stephen ******
  
  *** ******** **** ***
  *********** ** *****  
  
  
  
  
  
  Re: ID * ********* Montgomery Irrigation
  
  
  
  Dear Stephen ******,
  
  
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  
  
  Sincerely,
  
  
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####
  

• Initial Complaint

  Date:08/03/2023

  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.

  On July 6, I received an estimate from Montgomery Irrigation for repairs on our sprinkler system. The estimated hours of work and materials seemed high, and I contacted the company regarding the estimate. On July 13, I received a follow-up email from ******* ****** indicating that although the estimate was high, "If the job is done in less time the price will be adjusted accordingly. "The work was completed on Monday, July 17. The crew arrived shortly after 11 and began work. At 12 they took an hour lunch break. Around 2:10 the technician came to the door and indicated they were complete. All in, just over 2 hours of work which totals 4 hours for 2 technicians, not the estimated 8 hour job. Upon receiving the bill, I noted that they had adjusted the amount of pipe used from 75' to 60', but there was no adjustment in labor. I emailed and received a response that per ***** *******, the labor had been reduced from 4 hours each to 3 hours each. This was still above the hours worked, so I emailed asking for an ***************** I received a notice from ****** ***** that what I had originally approved was a fixed estimate and was the cost of the job. And that they had done me a favor by reducing the labor for 2 total hours and that they would not be reducing it anymore. This completely contradicts the email I have from ******* ****** that I received stating otherwise. In her email, ****** indicates that their records indicate that the technician left at 3:08. What he did between when he came to the door and said he was done and he reported to his company that he left is not for me to pay.

  Business Response

  Date: 08/15/2023

  The client's invoice was indeed adjusted (as agreed to via email) to reflect the actual time working on site as well as to reflect the actual material used.  The client is asking for further concessions which is not reasonable.  The invoice in question has not been paid in full and there is also an outstanding invoice for the client from June 28th.

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20417092
  
  I am rejecting this response because:

  I disagree with the amount of time the service technicians were working.  I am aware that their internal timing shows the technicians on site from 11-3.  Again, from 12-1 the team was on lunch and they knocked on my door at 2:15 to indicate they were finished.  

  I am not directly responsible for paying for the technicians lunch time as part of my billing.  Also they finished at 2:15.  That is 2 1/4 hours not the initially billed 4 hours.  

  The response does not address my reasons for not paying for those additional times.

  
  Sincerely,
  
  ** *****

  Business Response

  Date: 08/21/2023

  Our technicians were on the job from 11:02 am until 3:08 pm.  That is a total of just over 4 hours.  Per the client the technicians took lunch from 12-1 pm so we credited him 1 hour labor and deducted that from the bill.  The client paid $948.76 towards the total invoice of $1,022.38 leaving a balance of $73.62.  We are going to write off that amount since we assume it will never be paid. As of today the client also still has an outstanding balance of $176.84 from 6/28/2023 that has not been paid.

  Customer Answer

  Date: 09/27/2023

  I received a phone call/voice message from Montgomery Irrigation Monday, September 25 at 10:15 attempting to collect the outstanding balance that they indicated they were writing off since I was not going to pay.  Additionally they were attempting to sign me up for additional services after I had expressly told the company to not call me to ask for any more business.  

  Please verify with Montgomery Irrigation that they have zeroed out my account balance as per their previous statement to you (BBB).  

  Business Response

  Date: 09/28/2023

  His balance did indeed get written off.  Unfortunately the office called him to schedule a service that they never should have.

  Customer Answer

  Date: 09/28/2023

   
  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.
  
  Sincerely,
  
  ** *****