Complaints

This profile includes complaints for Superior Sprinkler Services LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Superior Sprinkler Services LLC

  501 Saint Gabriel Way McKinney, TX 75071-6003

  
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  Superior Sprinkler Service

  xxx xxx The Woodlands, TX 77381

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:07/17/2024

  Type:Billing 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.

  First the company no showed the first day, but most importantly did not present with a quote or any pricing before beginning work. Part prices are marked way up from purchase price. Was told 170 per hour labor cost to which I agreed to over the phone and then they charge an additional 25 an hour for labor on top of that. I was fully prepared to pay 170 an hour for labor plus parts but they added cost on top of the 170 and apparently use gold plated parts to make sprinkler repairs. Originally charge of 310 for parts to repair 2 8 ft sections of pipe and a sprinkler head, then magically brought it to 200 dollars and kept the additional 75 dollars of labor cost as well. They also tried to charge me an extra hour of work when they were working for pretty much exactly 3 hours, but thankfully at least honored the correct time when I pointed it out. To be totally transparent they also honored at 10% decrease in overall cost due to no showing the day before. So bill started over 1000 and now at 700 but should be less than 600 when you consider actual material price without the upcharging and I shouldnt have to pay an extra 75 dollars in labor that I didnt agree to when setting up thr repair appt.

  Business Response

  Date: 08/05/2024

  ***, I apologize for the confusion. We charge $170 per billable hour for one guy. We charge $195 an hour for two people. The repair took 2 technicians 3 hours so you saved a lot of money. It would have taken one guy probably 5 hours and cost a whole lot more in labor. I apologize, my technician did not relay this to you correctly. We discounted the bill before you paid as you saw. I will send you a refund check for an additional $125. Sorry for the confusion. I hope you will use this again.

  Customer Answer

  Date: 08/05/2024

  I have reviewed the business response and accept this resolution.  I appreciate the business owners response and it shows the integrity of the business and owner.  This was just a bad case of communication that was able to be resolved through this channel successfully.

• Initial Complaint

  Date:06/08/2023

  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.

  During April, I had Superior Sprinklers work on my yard to fix leaks/replace any broken sprinkler heads so that it can be operated without water wastage.These people did not do the work in one visit and had different people come on subsequent visits. Each time they come they charge by the hour and quickly ran up the bill upwards of $1300. They did not complete the job fully...they were going to come back to finish but did not.I noticed a leak in the system and called the company as they are supposed to warranty for 90 days. Initially they sent one person who came and asked for another $200 to fix. I told him it should be covered under their warranty but he left without fixing.Inspite of calling the company several times , there's no response from them. All I get a response is that they schedule and offered no help till now.I believe the company has just charged me a lot of money but did not deliver on what they were hired to do. Their customer service and work ethics are poor.I need the company to fix my sprinkler system immediately and not charge unnecessarily again for work that is already paid for. Thanks

  Business Response

  Date: 06/23/2023

  We ran out of time and charged you for what we did. We charge time **************. If we did not fix it that day, we did not charge you for it. We can not warranty what we did not work on. I will send out a technician to finish.

• Initial Complaint

  Date:06/01/2023

  Type:Billing 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.

  I am writing to express my deep dissatisfaction with the recent service I received from your company and to file a formal complaint regarding the unauthorized fee and unfair billing practices that occurred during the repair work estimate conducted on 5/31/23. I clearly stated that I only required an estimate for the repair work and was not informed about any fees associated with the assessment. To my surprise, the repairman arrived and proceeded to spend approximately 30 minutes preparing the estimate, after which he demanded an unexpected payment of $150. I was taken aback by this sudden charge and requested that the fee be credited towards any future repairs, but was informed that it was non-refundable.Furthermore, upon reviewing the invoice for the total cost of the repair work, I was shocked to find that the labor cost accounted for a significant portion, nearly equal to the cost of the parts themselves. This raises serious concerns about the fairness and transparency of your billing practices. The high labor cost coupled with the non-refundable fee has left me feeling exploited and taken advantage of as a customer.I strongly believe that this situation is unjust and that I should not be expected to pay for a service that I did not explicitly agree to, nor receive any tangible benefit from. The imposition of the $150 fee without prior notice and the disproportionate labor charges on the invoice only exacerbate my dissatisfaction.I request an immediate resolution to this matter, which includes a refund of the unauthorized fee and a revision of the labor charges to align with industry standards. If this issue is not promptly addressed, I will have no choice but to escalate my complaint through appropriate consumer protection channels, as well as share my negative experience with your company on various review platforms. I trust that your company values its reputation and customer satisfaction and will take swift action to rectify this situation.

  Business Response

  Date: 06/13/2023

  We do not give onsite free estimates, we only give free estimates are over the phone. Sorry for the confusion. I will refund you $150

  Customer Answer

  Date: 06/13/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/04/2023

  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 April 21st a service tech came out to look at our system. We pointed out a leaky area to the tech. The repair to that area was completed. We were charged $125 for labor and $85 for parts. The part price seemed to be high as it was a small repair area. My wife talked to the tech and he left. I did not know the system was not tested. Our sprinkler system still does not function in the repaired area. I notified the company that the system was not functioning properly. I did not expect someone to return and that I would need to eventually look to another company. I got a text later that someone would come back out. Today is May 4th and we have not heard from this A+ rating company.

  Business Response

  Date: 05/22/2023

  We run a full system test on all zones before we leave. This complaint was in my spam. I apologize for the delay. I will have my office call you to schedule one of our guys to come out and fix it.