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:05/18/2024

  Type:Product 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.

  After a 13-year relationship with this business and an ownership change, the past few years have seemed like everything is a revenue play as opposed to good service for the customer. Last year on 7/14/2023, I found a random charge on my credit card and even though the company couldn't explain the charge, I was told that no refunds would be issued, either for the random charge or the balance of my service contract. I spoke with two individuals and told them to freeze the account because I was no longer interested in any more service. After another call on 8/28/2023, I was credited for the random charge. Then on 4/24/2024, I called about another charge on my credit card from 1/16/2024 in the amount of $590.73. I was told that this charge was for the **************************************************** I was promised that an email would be sent to the finance department to request a refund and the individual would would let me know. After no response, I called again on 5/7/2024. I spoke to two individuals and I was told the same - she would check with the finance department and call me back. It is now 5/18/2024, I have not received a response or a credit, and I want a refund immediately in the amount of $590.73. This business has a pattern of poor customer service and resisting refunds to customers, but then they post a fluffy customer service response to bad reviews and BBB complaints instead of taking care of the problem when given the chance.

  

  Business Response

  Date: 05/31/2024

  We apologize for any inconvenience caused. On May 28th, we instructed our accounting department to cancel and refund your irrigation membership of $590.73. You should see this refund in your bank account by June 4th.
  If you have any further questions or concerns, please contact our customer service manager directly at ***********************.
  Thank you for your continued patience.
  

• Initial Complaint

  Date:07/15/2023

  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.

  On May 15 during irrigation startup tech recognized 12 problems i agreed to have fix all 12 problems for $570 . Yesterday July 14 All wet did the midsummer service per contract and tech noticed the previous tech never fixed 11 of the problems that i paid for. I also felt I was overcharged to begin with and have attempted to reach the company and have never been called back. I wrote a ****** review and the owner responded his office manager would contact me and they never did. I would like them to refund the money for service not provided and the remaining value of the service contract since I do not trust them to properly close the system and will hire a more dependable company to close and fix my system.

  

  Business Response

  Date: 09/27/2023

  Good afternoon, and thank you for taking the time to share your concerns with us. I want to again extend my sincerest apologies on behalf of our company for the negative experience you encountered. I understand the importance of addressing your concerns promptly and effectively. We have taken your feedback seriously and, on July 26th, our customer service manager reached out to you to address the issue. After a thorough discussion, we were able to arrive at a resolution that we hope met your satisfaction. As part of this resolution, we initiated a full refund for the total amount you paid during your visit on May 15th. We genuinely value your feedback, and your satisfaction is of utmost importance to us. If you ever have any further concerns or questions, please don't hesitate to get in touch with us. You can simply request to speak with our customer service manager, who will be more than happy to assist you and ensure your experience with our company is nothing less than exceptional. Thank you for giving us the opportunity to make amends, and we look forward to serving you better in the future.

  Customer Answer

  Date: 09/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:06/09/2023

  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.

  Contracted w *** to maintain and turn on/off system. They sent inexperienced person to restart irrigation. Unsuccessful. I told them he forgot to put gasket on. Sent guy who took pictures of system. Claim I need a new foot pump900$. I reminded them of inexperienced guy and leftover part. Co. Insisted I needed new pump. I called another ** because I suspected they were ripping me off. Today the new **mpany successfully restarted the system. I asked ** to refund my membership fee since they did not perform the service of restarting. Plus, I lost **nfidence/trust. They refused. Ive used this **mpany for many years and Ive had other issues. 3-4, years ago they forgot to winterized the system. This is a vacation home. They sent notice that they were **ming on a certain day. Its an outside system so I dont need to be present for service. They NEVER winterized the system. It froze and the next Spring I had to pay for **stly repairs. I have a large garden and to get a new ** last minute was problematic at that time of year. So the best they would do is charge me for the labor. I know, ridiculous. At this point Im absolutely disgusted. There have been other issues, but this last experience of them telling me I need a new 900$ part when I clearly did not, is I feel attempted fraud.

  

  Business Response

  Date: 07/25/2023

  I would like to extend my sincere apologies once again, on behalf of our company, for the negative experiences you encountered. We understand the frustration caused by the incorrect assessment provided by **************, and we genuinely apologize for this error. I do appreciate the opportunity you gave me to address and resolve your concerns during our phone conversation on July 11th. Our accounting department has promptly issued a refund for your irrigation maintenance membership, as promised.  

  I understand that you have already secured the services of another irrigation provider, and we respect your decision. However, please know that moving forward, I will personally ensure that your future interactions with our company are exceptional and error-free, should you ever reconsider. Your satisfaction is of utmost importance to us, and I am committed to making things right. 

  Once again, we apologize for the inconveniences and frustrations you have experienced. Our team constantly strives to provide excellent service, and we deeply regret that we fell short in this instance. We wish you all the best with your newly chosen irrigation providers and please don't hesitate to reach out to me directly if you have any additional requests or questions. I am here to help!