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:05/25/2023

  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.

  On July 28th 2022. I had my sprinkler system repaired by Irrigation Experts the cost was $399.04. On August 3 2022. I had the same problem not two weeks later the repair had to be made again this bill was for $446.44. When i got the bill i called and explained it was the same problem. They said i was wrong. I know what noises I heard . I paid the one bill in full plus the additional money to do a turn on and turn off for this year. They did not turn it on because they claim i owe them for the second visit. I have had Irrigation at least for the last 8 to 10 years. I never had an issue. From what i now understand there are new owners for the last year or two and i understand now why repairs have been shoddy and one sprinkler head had to be repaired or replaced several times over the last few years. I think that if they had changed owners the consumers should have been notified. I received a message yesterday that they were taking legal action to collect. I feel that the second billing was absolutely unnecessary. If it had been repaaired correctly the first time it would not have happened again a week later.

  Business Response

  Date: 06/12/2023

  On July 28, 2022 the customer asked us to come service her ********************** system because the pump motor was kicking on and off. We replaced the check valve, expansion tank and brass valve. (this July 28th invoice is the invoice that is still outstanding, contrary to what she says, the first visit is still left unpaid). She then called a couple of days later and said the pump was now constantly running (which is a different issue than clicking on and off). We then installed a pump relay. The invoice for the pump start relay was paid but the original visit has not been paid. In September when the annual service contract for the winterization for fall 2022, and start-up for spring 2023 were mailed out, the customer said she could not pay all the outstanding invoices at once. We have a 30 day late fee policy and we agreed to let it slide if she could pay by the end of the year. She verbally agreed to this. We did winterize her system in fall ********************************************************* the good faith they would be paid by the end of the year. We had notified her over the winter of the outstanding invoices without an answer and did not schedule her for the spring start-up because of the outstanding invoices. As a business, we cannot continue to do work at a property if we have invoices outstanding. When we were on her street to start-up her neighbor's properties, she told our technician that she wasn't paying the invoices and she would call the office. She hasn't called us yet, and we then reached out to her to let her know that if we didn't hear from her we would be filing with small claims to get paid for the outstanding invoice. She didn't respond.

  As far as the one sprinkler head that had to be replaced numerous times, we replaced it a few times without charge, there could be many reasons why this specific area is problematic on her property. We as the new owners since January 2020, have had the same exact employees as the previous owners had, so there has not been a change in the quality of our technicians/work.