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:12/05/2023

  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.

  Beware of this company. I would NOT give them a star if it was an option. A technician came to my home to winterize my sprinkler system. He did not know how to operate the clock. He FaceTimed someone. This was unsettling.
  
  Prior to the technician coming to my home to winterize, the company came to my home to work on zone 7. They charged me for a valve tracer to locate the valve box to locate valve 7. However, the job they they did to replace the valve was not even in the valve box that the company charged me to trace. Zone 7 valve is in the valve box that in clear sight. The technicians should have known and seen this. I did not need to pay for a tracer to locate the other valve box. It was unnecessary to locate my other valve box. This makes me believe that the company took advantage of me and charged me for something that they should not have. This is thievery.
  
  Emerald charged me to replace valve 7. After them coming to my home, zone 7 did not electronically come on from the clock. It had to manually be blown out during winterization.
  
  Due to Emerald replacing valve 7, the valve manifold is now cracked. The valve male thread was overtightened by Emerald. Therefore, the manifold is now cracked. The employees left the valve that was replaced and other garbage in my valve box. I have pictures for proof.
  
  I made many phone calls, speaking with Esther, Marta, etc. I left several voice messages and emails, asking to speak with the owner. I am being ignored. Emerald literally and figuratively left a mess for me to clean up. They took my money and ran. The company is not making this right. Not only did I pay for a mess, I now have to pay to clean up their mess. Shame on Emerald Sprinkler Company!

  

  Business Response

  Date: 01/23/2024

  Our office received a call on September 25, 2023 from **** ******* (a new customer to Emerald) expressing that her sprinkler system was not working properly(As a new customer to Emerald, we gave her a discounted rate).  We sent out two technicians the very next day on Sept. 26, 2023 to investigate.  There were several repairs that needed to be done but she only wanted to address the issue with Zone 7(Our technician then called his manager to get prices for the estimate. Not because he didn't know what he was doing).  So we gave her an estimate for repairs.  She called the office to set up another appointment to fix Zone 7.  On October 2, 2023, our technician arrived and explained that in order to find Zone 7 valve, we would need to use a valve tracker at a cost of $150 per hour( which we gave a discount and only charged $100).  The homeowner did not know where the valve box was located so that is why we used the valve tracker.  We found the valve box and uncovered it because it was buried underground(of course the other company that came out found the valve box because we already found it and uncovered it).  The technician replaced the valve for Zone 7 and showed the customer that it was working( If the technician overtightened the male thread, immediately water would have started leaking out).  Two weeks later the homeowner called for us to come and winterize her system.  On October 14, 2023 two technicians came out to do the winterization and were sent away because they did not have masks or booties to enter the house.   We then set up another appointment for October 21, 2023 to do the winterization.  That appointment was canceled by my office because of the numerous emails back and forth.  She had issues with every technician that was sent to her house.  I made a company decision that no matter what we would do for her, she would find an issue with it.  Then she had another company call my office harassing my secretary that our company does not know what they are doing, etc. We did not do the initial installation of the sprinkler system.  It is very old and we can only try and fix what needs to be fixed.  I have no idea what this other company that came to her house did to her system.  The customer also went on google and put a bad review about my company.  Sometimes there are people that you just can't seem to satisfy and that's ok but you do not trash them on social media to hurt their livelihood.  

  Customer Answer

  Date: 01/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The responder did not address my concerns.  I made several calls, speaking with Marta, Esther, etc. I was told I would be contacted back, which I never was.  I also sent several emails to this business.  I was ignored.  The owner stated that I trashed his/her business and stated the other company harassed this company. I did not trash this business and there was no harassment. The other company and I stated all facts.  

   

  Emerald stated that I want to hurt their livelihood.  They have brought this all upon themselves. It is not my fault, they did not properly do their job.  I am the victim, they took my money and left me a mess to clean up.The responder stated the technician showed me zone 7 was working.  Nobody showed me anything.  If he did, I would not be in this predicament.  The responder failed to mention that I always asked for the technicians to wear a mask and booties, while making appointments.  In fact, I was told this request was in my account.  Nobody followed the request.  We have low immune systems in my household.  The responder also neglected to mention how the technician came to my home to winterize my system and he FaceTimed someone because he did not know how to winterize my system. Excuse me, I felt unsettled!  

   

  The responder left out in his/her response that the $100.00 I paid was to turn on the sprinklers. I paid a lot more for the other jobs, which was well over $100.00. Why did the owner charge me for a valve tracker if the job they did, replacing valve zone 7 was in the valve box that is in clear sight?  The valve box that the company charged me to trace does not have zone 7 valve.  Therefore, I did not need a tracer for another valve box. The employees should have been able to simply see this.

   

  The  company also charged me to replace valve zone 7. As I previously asked, why did the other sprinkler company need to manually winterize zone 7?  Zone 7 did not electronically come on from the clock.  The technician had to manually blow it.  This was all stated to Esther by the technician.  Shall I send you more pictures?
  Regards,

  
  **** *******

  
  
  
  
  
  
  Regards,
  
  
  
  **** *******

  

  Business Response

  Date: 01/30/2024

  Emerald is 100% a licensed irrigation contractor and has been for over 25 years with an outstanding reputation.  The first technician that was out there only gave you an estimate on repairs.  The second technician that came out when you called to only address Zone 7, was the tech that actually did the work.  He is our senior tech and absolutely knows what he is doing.  If the other company had to winterize Zone 7 manually, it seems that you might have a separate wiring issue.  Your system is old and needs to be replaced or revamped.  But then again when you piece mail repairs, other issues may happen.  I will be out of the country for the next couple of weeks and will not be able to respond to any emails.  

  Customer Answer

  Date: 01/31/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  

  Once again, the responder is leaving out facts.  She was mistaken, when she stated the first tech who came to my home was to only give me an estimate on repairs.The company first came to my home to turn on my sprinkler system, which I have stated a few times.  I paid for that service, which was on September 25, 2023. Is there a reason why this is being ignored by the responder?  I have receipts for proof.

  Now the responder is saying if the other company had to manually winterize zone 7, it seems that I may have a wiring issue.  In another message, she claimed the technician showed me zone 7.  If I have a “wiring issue,” shouldn’t  I have been told this if the technician showed me zone 7.  Clearly, he did not show me anything.  
  

  The responder stated they have an outstanding reputation.  Not all their reviews shows this and they let me down and did me wrong.  
  

  Thank you very much!
  

  **** *******