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:01/17/2024

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  The response that they gave is a Vast misrepresentation of the truth. I spoke to someone in their office five or more times that were not added into that notation. I offered to pay a portion of the bill to settle it and was refused. If This is how they want to handle their business thats up to them. I am willing to pay a part of the bill, but do not think the amount that they are charging is justifiable 
  
  Regards,
  
  *****************

  em to ask what this is for and i am told that it is for replacing 3 sprinkler heads, back flow preventer and to fix zone 5. i told them that he didnt replace any sprinklers, the back flow preventer was just put in by them and should be relaced at no charge, and that he did not fix zone 5. (after the tech left i fixed zone 5 in under 1/2 hour) i was then told that i broke the back flow preventer (I did not) and that the charges are for diagnosis. as i said before he did not tell me what was wrong because he did not know. i tried to resolve this by offing to pay for a trip charge and 1 hour of labor and was that i had to pay the entire amount. i have called several times and tried to get this taken care of i a fair way for both parties and basically get a big middle finger from them. they have now sent me to collections without trying to work with me. i would like them to take me out of collections and except a fair payment from me

  

  Business Response

  Date: 01/18/2024

  (Please see attached word doc for invoices(dates) and accounting (monthly) statements sent out since June of 2023)

  Thank you for reaching out to us regarding your concerns about the bill and your experience with our collections process. We understand that this situation has been frustrating for you, and we apologize for any inconvenience caused.
  
  We appreciate your feedback and want to assure you that we take customer satisfaction seriously. We have reviewed our previous conversations from 5/2/2024, 7/18/2024, 10/10/2024 and 1/17/2024. We understand that we were unable to come to an agreed upon resolution that met your expectations. We apologize if our decision did not align with your desired outcome. Below you will see a list of detailed conversations between yourself and our staff to collect payment for the services rendered.
  Conversations recorded in software -*****************
  05/02/2023 12:11 PM - REP - NOTE: Activation
  05/02/2023 12:13 PM - REP - ROUTED to Manager - IRRIGATION: ****** would like a quote to replace heads and reroute a line.Please contact prior to Thursday's start-up.
  05/03/2023 08:21 AM - Manager - NOTE:Talked to customer made notes on Technicians schedule for Thursday 5/4/2023
  05/03/2023 10:54 AM - REP: ***** into all excel programs
  05/04/2023 Start up done- NOTED=Need to verify # of zones!!! Need some heads replaced - Billed 6/13/2023
  
  05/04/2023Repairs done at start up
  05/04/2023Parts
  06/07/2023- Service 1 month later
  
  07/18/2023 09:59 AM - REP - NOTE: Called ****** back yesterday regarding him calling (7/13 or 7/14) in regard to disputing the service call charge for the irrigation. visit on 6/7/2.
  10/10/2023 04:40 PM - **************** -FINANACIAL SPECIALIST: ****** called to dispute his bill.
  
  
  
  10/27/2023 120+ letter sent
  11/30/2023 120+ letter sent
  12/21/2023 08:44 AM - CFO -: Sent to Collections
  01/17/2024 11:51 AM - REP - NOTE: ****** called in today as he received the bill from collections. Was not very happy about that. He requested to speak to a manager about this. Office Manager took phone call.
  01/17/2024 12:17 PM - Manager - NOTE:****** spoke w/ me disputing the bill he received from collections...
  I'm sorry to hear you've been experiencing issues after our visit in May and June 2023.  *********** in caring for your lawn and irrigation system, it's important that any problems are addressed promptly. 
  
  While ************** checked the system during the initial startup or service, things can come up weeks or months later that were not evident at the time. As residents, you also play a vital role in monitoring your irrigation and letting us know about new developments within 7 days.  We would have gladly come back out for no additional service call if your notification had been in a timely manner, but we received your notification over one month later.
  
  While we cannot change the outcome of the collections process, we are committed to finding a way to improve our interactions moving forward. We value your feedback and the importance of maintaining a positive reputation. We strive to provide excellent customer service and want to ensure that your concerns are addressed appropriately.
  Sincerely,
  ****************************
  Chief Financial Officer
  
  

  
  

  

  Business Response

  Date: 01/22/2024

  We have recently become aware of your request with the Better Business Bureau regarding your rejection of our letter requesting payment for the service work performed. We understand your frustration, and we would like to address your concerns, but we have policies in place and have tried repeatedly to explain this over the past several months.
  
  As stated, we have a 7-day notice policy in place. This policy allows customers to report any issues or concerns within 7 days of the completion of the service. After this period, any additional work required to address those concerns *** be subject to additional charges.
  
  We regret any miscommunication or misunderstanding that *** have occurred regarding this policy which is why you were not charged for the additional service calls made to your property. Our intention is to ensure that our customers receive the highest quality of service and that any issues are promptly addressed. The 7-day notice period allows us to efficiently manage our resources and provide timely resolutions.
  Please reconsider your rejection of our response and review your responsibilities as a homeowner as well as the repercussions that will follow based on your decisions. We cannot make any additional adjustments to your account balance, especially when it is over 6 months later and have reported you and your balance to a collection agency.
  

  Lastly, we have received your invoice for the time you spent on the phone discussing your complaint. We must express our surprise and disappointment at this request, as we find it quite ridiculous.
  While we understand that you *** feel frustrated or inconvenienced by the need to address a complaint, it is important to note that we do not reimburse for time spent on phone calls related to complaint responses. Our focus is on resolving any issues promptly and efficiently, rather than compensating for time spent discussing them.
  
  We apologize if there was any misunderstanding regarding our policies or if you feel that your concerns were not adequately addressed. We take customer feedback seriously and strive to provide excellent service. However, invoicing us for your time spent on the phone is not a reasonable or customary practice.
  
  Please contact us if you are willing to make a payment in full, otherwise I suggest you reach out to the collection agency to handle the discrepancy.   
  
  Sincerely,
  ****************************
  Chief Financial Officer