Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:04/07/2025
Type: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 March 25th, 2025 I prepurchase a service plan in the amount of $254.41 for the spring start up, backflow test and Winterization for my sprinkler system at my home.On April 2, 2025 the service technician came out to my home to perform the sprint start up and backflow test.The technician was very rude and non-communicative. I asked several questions and only received grunts for the technician. I did have a fence installed in January of this year. The installers of the fence nicked the water line and zone 5 of my sprinkler system and was not working.while he looking into this manner I had no clue I was in over time mode. He looked into the issue and told me the problem and i responded with shut the zone and off and don't worry about.He then told me I owed the Company another $164.25 and which point i told him i had prepaid which in return he bluntly toll me he was 3/4 hour over my time slot additionally he put parts on my sprinkler system without my knowledge or permission. Nothing was every discussed with me. I didnt even know what he was talking about until he emailed me a bill.I tried calling the company twice talked to the office staff once and had the manager call me the second time.He said he would get back to me and never ****** one has tried to resolve the disbute!
Business Response
Date: 04/08/2025
Our service plan that he purchased clearly states that the start up only includes an hour for the startup. My technician who has been with me for years and knows our policy on discussing repairs with homeowners before making them, said talked to the homeowner about what the issues were before he made repairs. My technicians do not just grunt when asked questions, so I'm pretty sure there is some exaggeration here. There is a good chance that my technician did not give him a specific price ahead of time, or state the obvious that it would cost extra, but he was aware that the technician was making minor repairs. When the customer states he told the technician to shut the zone off, the zone 5 repair had already been done, but there was an additional leak, that is when he said to shut off the heads outside the fence.
What do you suggest we do to get this resolved?
Customer Answer
Date: 04/08/2025
Complaint: 23170173
I have reviewed the business' response and am rejecting it because:
The response I received back gave me no choices to accept.I purpose that Premiere get me a 33% refund of the start up plan that I paid for and be done with me
I dont expect them to perform any winterization of the system this fall. I do expect that the backflow test was filed with the city of O Fallon
Please refund $81.51 to me (I paid $247 for the start-up, backflow test and Winterization)
33% of $247 is $81.51
Sincerely,
*** *******Business Response
Date: 04/09/2025
Mr. *******,
We are sorry your experience with our company was not acceptable. We strive to make every experience with our company as good as possible.
We will gladly send you a check back this week for the 1/3 of the service plan which is actually $82.33.
We wish you luck in the future.
Sincerely
**** ********
Customer Answer
Date: 04/23/2025
I did receive the check for a 1/3 refund
I still would not recommend this company
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