Allscape, Inc.

Initial Business Response /* (1000, 5, 2015/06/13) */
we repaired some breaks along a fence line as requestedthe customer called to say that there was still more breaksI offered to come back out to repair the breaks for parts and labor, no service charge for returning to the propertyshe
refused and said she wanted us to repair the other breaks for freeI explained to her that if any of the repairs we made were faulty, we would repair those for free, but any new breaks would be charged for parts and laborshe then hung upat this point we are still willing to return to the property without a service charge and repair any additional breaks for parts and labor without any service charge to return to the property

Complaint: [redacted]
I am rejecting this response because: The response from the business is inaccurate.First of all [redacted] left the job site before work even began.  He gave instructions to his workers and left after conferring with me about possible future work on my water pond.When we got to the property he asked us o convert a mister zone into a rotor zone to cover an area of recaptured lawn. - AccurateWe positioned 3 rotors in a triangle pattern to cover the concerned area, as well as the area the old misters covered.  - AccurateWhen we were done, we showed him the working zone.  He agreed it covered the area adequately.  -Inaccurate  The completed work was never demonstrated to me for approval.  I would not have accepted the configuration as is and there was also a mister head that they forgot to cap off.  We also changed a solenoid.  - Accurate but they changed the wrong one.My service tech manually turned on the zone to confirm that it was the correct zone he wanted us to address.  He said that it was, so we changed the solenoid.   -  inaccurate.  I explained the problem that I was having with and specifically stated that it was zone #4, pointed out the area of the lawn that was affected.  Without doing any troubleshooting he stated that the problem was a faulty solenoid and needed to be replaced and that it would cost $50.  This much work was done at the price he was bid.  After we completed that work, he said he was concerned about a leak in his waterfall.  - Inaccurate.  Work had not commenced yet.  In fact [redacted] left after discussing the waterfall, leaving his workers to do the work.After researching the waterfall leak, we came to find that there was a leak in the main line that he thought was the waterfall leak.  After repairing that leak, It came to our attention that there was a second main line leak, and we repaired that one as well.   - Inaccurate  There was no research on the waterfall leak.  I informed [redacted] during our discussion that the leak was due to seepage where two bed liners overlapped.  He told me that overlapping liners shouldn't be done for this exact reason and that the proper way was to use a single liner.  He quoted me a repair estimate of $4000 to reconfigure the waterfall properly and then got in his car and left for his next appointment leaving his workers behind.  Therefore he does not know firsthand what was done and how it was done and what problems his workers ran into.   Both of these leaks were repaired for free, no parts, and no labor was charged.  In conclusion, we did $100.00 of additional work for free  on top of the $400.00 job we did.  - inaccurate.  While searching for the faulty solenoid, the worker turned on a valve for a different zone that resulted in water coming out of a disconnected line.  When the worker showed this to me, I informed him that the line was for a disconnected drip system that was not longer in use.  I was informed that the solenoid was fixed, presented with a bill which I promptly paid and they left.When the customer called back, he showed me the heads he felt were to close together, and we offered to move them to any distance he choose for parts and labor.  He refused, and demanded that we do it for free.  By this time, my service tech had changed the solenoid in zone 4 that he claims was bad for free.  At that point we left the property. - inaccurate.  I did raise issue with the fact that the heads were too close in my opinion and according to how the rest of my irrigation system is configured and expressed that he should make remedy to satisfy his customer.  I also pointed out the missed mister head which he acknowledged and said would be taken care of for no charge.  At this point he started walking back to his car saying that to fixed the solenoid issue would incur an additional cost.  When I tried to explain that the mistake was theirs since I expressly stated the faulty zone number, that was when he collected his worker saying "we're out of here" and left. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/13) */
we repaired some breaks along a fence line as requested. the customer called to say that there was still more breaks. I offered to come back out to repair the breaks for parts and labor, no service charge for returning to the property. ...

she refused and said she wanted us to repair the other breaks for free. I explained to her that if any of the repairs we made were faulty, we would repair those for free, but any new breaks would be charged for parts and labor. she then hung up. at this point we are still willing to return to the property without a service charge and repair any additional breaks for parts and labor without any service charge to return to the property.

The real version of the is:When we got to the property he asked us o convert a mister zone into a rotor zone to cover an area of recaptured lawn.  We positioned 3 rotors in a triangle pattern to cover the concerned area, as well as the area the old misters covered.  When we were done, we...

showed him the working zone.  He agreed it covered the area adequately.  We also changed a solenoid.  My service tech manually turned on the zone to confirm that it was the correct zone he wanted us to address.  He said that it was, so we changed the solenoid.  This much work was done at the price he was bid.  After we completed that work, he said he was concerned about a leak in his waterfall.  After researching the waterfall leak, we came to find that there was a leak in the main line that he thought was the waterfall leak.  After repairing that leak, it came to our attention that there was a second main line leak, and we repaired that one as well.  Both of these leaks were repaired for free, no parts, and no labor was charged.  In conclusion, we did $100.00 of additional work for free  on top of the $400.00 job we did.  When the customer called back, he showed me the heads he felt were to close together, and we offered to move them to any distance he choose for parts and labor.  He refused, and demanded that we do it for free.  By this time, my service tech had changed the solenoid in zone 4 that he claims was bad for free.  At that point we left the property.

Complaint: [redacted]
I am rejecting this response because: The response from business is still inaccurate.  I don't know what he keeps referring to the main line leak.  The technician showed me one of the "leaks" that he discovered when he was trying to identify the faulty solenoid.  I informed him that this part of a drip hose line that was no longer in use and therefore some of the hosing had been cut away.  He and I walked back to the controller box and he manually turned off the valve that he had turned on.  This valve coincidentally is in a different casing then the faulty zone4 valve so there was no need for the technician to be fiddling with that valve.  It is apparent that the business is not going to configure the sprayer heads to my satisfaction but I do insist that he cap off the mister valve which he was originally paid to do.
Sincerely,
[redacted]

The work we were contracted to do was completed.  We fixed the solenoid that was in question.  We also did more work fixing other leaks for free.  As I stated, we can move the sprinkler heads now that there is more pressure, but it will cost more than the original $400.00 bid because of more pats and labor needed.

I have been a customer of Allscape for over 10 years, as my sprinkler set up and close down company for each year, with no problems with the system. This year, I needed to have my yard mulched and cleaned up and thought - why haven't I used Allscape! That's their 'main' service! Their price was very competitive. When I requested the quote, I specifically asked to have the weeds removed & preen the beds and on 3/18, Nick [redacted], the owner, emailed me he would do it for an additional $100 plus the initial quote of $510. After 3 weeks, the weeds were back and looking like we had not just paid for this service. I emailed Nick and told him we still have a lot of weeds and he replied 'weeding is something that is a continuous job there is no permanent cure, we can schedule another appointment to pull weeds 60.00 plus 35.00 per man hour'. I then asked if there was a solution and was once again quoted pricing. As this was something that was included in his quote, I was shocked that he would request additional money for a service he was supposed to have already provided. Needless to say we had already decided to discontinue using their service with his abrupt & careless manner in servicing a long-time customer. This was in May.
I had not been using the sprinklers during May and June as it wasn't necessary. In early July, I turned the system back on and I realized that one of my sprinklers was 'watering my patio'. I also noticed that the heads in the back were very low and not arcing correctly and therefore I had a small circle of green near the head and everything else was hay. As Allscape was the company that started up the system for the year, they are who I called for service, somehow thinking that they would back up what they did. They came out as scheduled and said both issues were just an adjustment on the heads. I was charged for a service call of $60 but not charged for labor as they were there all of 10 minutes.
I went out of town, and upon our return we had a week or so of rain so there was no need for the sprinklers. With the increased heat of the last couple of weeks, I turned the sprinklers back on only to find that the sprinkler was still spinning in a complete circle and dousing everything on the patio. I emailed again on Thursday 7/28 to request a follow up visit as the problem was not resolved. I received a voicemail from Matt later that day to call to set up a service call.
I wanted to get a video of what was happening, so I finally got that this morning and returned the call. It was Nick's voicemail. He called me right back. I told him that it was doing the same thing and he said that if it was an adjustment, there would be no charge, but if the equipment needed to be replaced, it would be a $60 service charge, the cost of the part and labor. I said, if I would not be charged for a service call if it is adjustment only, why would I be charged for one if it is the part? He said because we've already been out there once. I said No you have not been back. He said, It was already fixed. I said, No, it is not fixed. He said, WE ARE GOING TO TAKE YOU OFF OUR LIST AND WE WILL NO LONGER DO BUSINESS WITH YOU. And hung up.
I am a business owner and immaturely hanging up on your clients is definitely not the way I do business if I want people to be satisfied with my business! His business has grown over the years and obviously no longer cares about how he treats his customers. especially one that helped him get where he is today, BEING A LOYAL CUSTOMER FOR OVER 10 YEARS. -- NOT ANYMORE.