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:09/12/2024

  Type:Sales and Advertising 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.

  I met with **** from Anrik Irrigation June 20th to discuss adding a sprinkler system to my home. I was advised that adding a sprinkler system would be no problem and that they just needed to upgrade my well pumps pressure switch. Install was started on August 1st but was unable to be completed the same day, as the system was not able to run long enough to test and adjust. Anrik sent out their plumber to change my pumps switch, and advised they would come back out to finish the job afterwards. The day of the switch replacement I got home from work and noticed the well pump was still running. Anrik came back the next day to make adjustments but found out the well pump had lost its prime. They called ********* (the well pump company that installed the well system in my home) to come out and see what the problem was. ********* advised that Anriks plumber had installed a switch on our well pump that allowed the pump to run our well dry and cause the pump to lose its prime. ********* modified the switch and Anrik came back out to retest the irrigation system a few days later. It ran for 3 minutes each zone so I was assured we were good to go. The system did not run once after the test as it rained almost every day. My wife and I went on vacation and noticed the system ran one time on August 23rd but the controller for the system lost connection and there was a voltage fault in one of the zones. When we came back from vacation I called Anrik and advised there seemed to be another issue. They scheduled someone to come check it out. We also found out we had no water to our outside hoses and called ********* to check out the well system again. They found a hose to the well pump had a large hole in it and the pump lost its prime. They replaced the hose but could not reprime the pump. The took apart the pump to find that the turbines were melted and advised we needed a new pump. Ive attempted to resolve this with Anrik multiple times over the past week with no luck.

  Business Response

  Date: 10/03/2024

  Good morning, my name is **** ******, owner, president of Anrik Irrigation inc.  This is the first alert I'm seeing regarding this complaint.  Having been in business now for 30 years this is the 1st complaint with BBB.  I take any complaints seriously.  Thousands of people have put their trust in our company, and I acknowledge that like every other business, we are not perfect.  What sets us apart from others is the fact we do take any complaints seriously.  I met ****** for an estimate on June 20th, 2024.  When we spoke about the water source for his sprinkler system, he wanted to use the well and pump set up that was already installed.  I asked him, as I ask every potential well water system, about the specs on the well.  He showed me the existing pump, told me they didn't have any water problems with the pump or well previously.  We looked at the pump in the garage.  I inspected the pressure switch to be sure it was a 40/60 switch.  It was not, and I advised him that we would need to have that changed out and our plumber can do it while he is here reconfiguring the pump lines to feed the irrigation system.  I also advised that the current "kill switch" is advisable for the irrigation system, because with our experience, they tend to shut off the systems to often by "thinking" there is a problem when there is a surge of water from a zone starting up.  This could result in frustrations of having to reset the switch constantly.  On August 1st we did the installation.  At the end of the day, as we were testing, the system kept shutting off.  My ******* kept 

  Business Response

  Date: 10/03/2024

  Sorry, I didn't finish I thought it timed out.  I'll finish here.  Once my ******* couldn't get the system to stay primed, we made a call to our plumber stating we were having problems with the pump not staying primed.  Our plumber was on vacation, so we immediately called ********* and Sons to get it looked at.  They responded and sent a tech out on August 8th.  They readjusted the pressure switch, ran the system and advised ****** on the invoice, that if the new switch fails, they recommend putting on the "kill switch" or "low pressure" switch back on the pump due to the well water being much lower than normal. They closed the invoice stating "At this time system is working as it should"  I paid ********* for this call, invoice number ******, date August 8th 2024 in the amount of $370.00.  We then sent my ******* back the next day to finish the adjustment phase of the system and do a walk through with the homeowner.  ****** signed off on all the items of the system check list giving his approval.  Then they went away for vacation and came home to the pump problem.  ****** called us and also had ********* return.  It is clear from the pictures he submitted, that the inlet line melted because of the pump running with little to no water.  There are ways through the controller he has, to schedule delays between zones, to schedule the system to run half on even days, the other half to odd days and other features in the controller. to prevent the system from running the well dry.   I talked to my office staff and went over phone call logs, and we can't find multiple calls made without resolution.  In fact, I thought everything was back up and running normally again until I saw this email this morning.  My customers know I go above and beyond to make any issues right.  I'm willing to work with ******, I want him to have a great running system as he should.  I certainly don't feel responsible for a pump that failed.  I would definitely be willing to work something out regarding getting the system hooked up to the home water system.  

  Sincerely

  **** ******

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22272274
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 10/03/2024

  I have moved this matter to small claims court requesting a full refund from Anrik, removal of all equipment, replacement of the damaged well pump, and for Anrik to cover the most recent ********* ****. 

  Business Response

  Date: 10/03/2024

  There has been zero correspondence from him since the last ********* visit on 29th of August to say the system isn't working or asking if we can hook up to the home water or find a solution.  The problem isn't the system itself, it is the water source not being able to handle the demand.  I've reached out to my plumber regarding changing over to the home water at my cost and he has no problem doing that. I just got to let him know.   

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22272274
  
  I do not accept the business's response as a resolution to my complaint because: I spoke with *** on 8/29 and advised her that the well pump failed do to the system running the well dry (as stated ********* report) and she asked to have ********* call her. I followed up after the holiday to see what the progress was and *** advised she hadnt got a chance to talk to *********, but she would reach out the following day. I followed up again in the morning and was advised *** was busy and she would call me back. I waited until 10mins before you closed and called again and *** picked right up and said she still hasnt talked to *********. She advised we would resolve this the following day by going on a three way call with *********. I waited two more days and no contact was made by anyone in your staff. When I signed off on the install being finished I was advised no action was needed on my part and the irrigation system is programmed already to do what it needed to do. The only resolutions I will accept is replacing the damaged well pump, testing my homes system to make sure the same will not happen to my homes main water supply, if it will work then changing the irrigation system to the main house well. If it will not function on the homes well system then I need everything removed, a full refund, and replacement of the damaged well pump.  
  
  Sincerely,
  
  ****** ********

   

   

  Business Response

  Date: 10/08/2024

  Once I get your "ok" I will reach out to ********* for a new pump for the garage and have them schedule it.  

  Customer Answer

  Date: 10/10/2024

  Yes, we would like to schedule the garage well pump replacement. We are having a flow test performed on our houses main well system on 10/17 to see if it can meet the demand of the irrigation system installed. If the main well cannot meet the demand of the irrigation system we are asking for everything to be removed and a full refund to be issued. If the main well will work with the irrigation system, we would also like to schedule the changeover of the plumbing from the garage to the houses main well. 

  Business Response

  Date: 10/17/2024

  I look forward to hearing the results.  

  Customer Answer

  Date: 10/17/2024

  The flow test was completed today and the houses main well is producing enough to sustain the irrigation system. We would like to move forward having the pump in the garage replaced, and to have the irrigation plumbing relocated to the houses main well. 

  Business Response

  Date: 10/21/2024

  ********* has confirmed that the home well is producing 9 gallons per minute.  This is more than suitable for the system. Each zone now is currently asking for about 6-7 gallons per minute.  We are waiting for confirmation to set up our plumber to come and install the backflow preventer so we can tie into the existing systems mainline.  

  Customer Answer

  Date: 10/23/2024

  When should I expect the switch over to happen and the garage well pump to be replaced?

  Business Response

  Date: 10/25/2024

  You should be hearing from ********* today or Monday.  My plumber is looking at his work schedule and will get back to me about a date and time.  I need to send a tech over to look at the backflow placement area so we know what we'll need to tie it into the main line of the system.  Let me know when you have availability next week for us to dispatch a tech to inspect.  He will need to look at the plumbing down stairs of the home. My lawyer is asking what is your plan on dropping the suit since we are moving forward. I look forward to your next response. 

  Customer Answer

  Date: 10/28/2024

  ********* has arranged to replace the garage well pump this Thursday. I am available late in the day next Tuesday the 5th; after 3:30pm and Thursday the 7th most of the day until 4pm. I will gladly drop the suit once the switch over happens and the sprinkler system runs with no issues. 

  Business Response

  Date: 10/31/2024

  *** will be out there Thursday November 7th to inspect the plumbing for a backflow installation at 9am.   He will have to go into your basement for the inspection. 

  Customer Answer

  Date: 10/31/2024

  Ok.