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:06/14/2024

  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.

  Called for Irrigation service on 05-28-2024-got appt for the following week.Changed our minds about using this company and called to cancel appt.next day-never signed a contract or received invoice on date credit card was charged. Paid $274.14 via credit card and have yet to receive a refund to my credit card. Was told the branch manager had to review and approve. They are withholding our money for no good reason. We emailed the company as well over 10 days ago and again was told we need to wait for Branch Mgr to review and approve and they will keep us updated-never heard from them again.Co name is Ecosystems 900 State ********************* ************ Contacted via emailDaria ***** <*****************************************>Customer **************** Sales Manager Spoke to ******** over phone more than once and left voice mails.Thank you,*********************** ********************** I have disputed the charge with my credit card company.

  Business Response

  Date: 07/09/2024

  The customer submitted a chargeback to their credit card company prior to us being able to provide a refund. We did not dispute the chargeback and were not able to process a refund as we would have been paying the customer back twice. 

• Initial Complaint

  Date:11/03/2022

  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.

  On 10/17/22 I tried scheduling an appointment to shut my sprinklers down. The employee on the phone stated I need to provide my charge card information to make the appointment even though I am and can pay by check. When I inquired as to why that was needed I was advised the will not use it but need it for their software to be able to make an appointment. This happen the previous year and then I received a call back with an apology and they scheduled the appointment. This year they refused. Keep in mind I have been a good paying customer for 6 years who has referred 6 neighbors all on my block that now use there services. Being in law enforcement I cant stress how horrible this practice is and cant believe in the day and age of fraud they should require this info nearly to schedule an appointment. To go further they confirmed an appointment that they where coming on the 9th of Nov. with a text and email confirmation. Today I see Ecosystems at my neighbors house I figure I would save them time and money and see if their employee could shut mine down today and save them an extra trip. This is when I called I was informed o we canceled your appointment since you would not give your card information. I asked where my confirmation email and text where for that well guess what there were none. Needles to say they lost a customer. This practice should also be investigated and has also been reported to the *************************

  Business Response

  Date: 11/08/2022

  We understand how frustrating it can be to deal with change. At the end of 2021, Ecosystems invested in state-of-the-***************** which requires us to change our payment method policy. The New Software requires a credit card to hold the appointment and for us to be able to dispatch ************** to the job site on the day of service. At the beginning of the season, we made an exception for the customer and used the company credit card to make his appointment as he raised a similar concern. This allowed the customer to pay with a check. In October, the customer had an appointment & our customer service staff communicated with him that we needed a credit card on file to dispatch the technician. He declined to provide one. We advised him that we would not be able to provide the service without the credit card on file. The Credit card is only to hold the appt & the client can then pay with a check at the time of service. The homeowner was not satisfied with that & informed us that he would be using another *********************** Our Software is PCI compliant, and all data entered into our systems are encrypted. Most companies doing business these days, like hotels, airlines,limousine *** and even doctor offices, require a credit card to guarantee payment.Ecosystems new policy requires a credit card on file. This card on file will not be charged if the customer pays with a check at the time of service.
  Ecosystems Management Team
  Best Regards

  Customer Answer

  Date: 11/08/2022

  
  Complaint: 18355843
  
  I am rejecting this response because:
  I raised a concern that not everyone has a credit card my 91 year old father in law lives alone and only has cash and checks how would he use there service or is their system going to discriminate against him cause of his age as most elderly over the age of 80 do not use or have charge cards.  I dont even require another response. I just dont think this policy is thought out.  I was also advised not only do I need to provide my charge card but also my cvv code on the back to some random person on the phone.  Im sorry but people are not incrypted. Maybe software is but not people.  I have moved on and found another company I really dont require another response I just dont want others to run into this issue.  
  
  
  Regards,
  
  *********************************