Initial Business Response / [redacted] (1000, 5, 2015/04/24) */ At Watersmith Irrigation we take a customer complaint very seriouslyIt is our goal to come to a resolution that will more than satisfy our customerHowever, this complaint is stating that we did not do a backflow test for two yearsThere are three copies of the two backflow test reports that we didWe have a copy, [redacted] has a copy, and the customer has a copyThe tests were performed and signed by our service manager who has been with the company for yearsAlso, this backflow device was not installed by Watersmith IrrigationWe were only performing the yearly testsThe condition of the shut off has nothing to do with the tests that we performed Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although you may have filed reports I have no proof that you actually performed the testsWhen it is physically impossible to access one of the shutoffs for the test I seriously have my doubtsThe fact that you were excessively rude the moment you first spoke to me on the phone speaks to your concern about customer serviceThere was no offer made to assess the situationAnd yes the condition of the shut off also speaks to the fact that it had not been used for more than a considerable amount of timeThe business that brought this situation to my attention had nothing to gainHis first recommendation was to have you come out and look at things before he ever tried t o remedy the problemObviously you had no interest in thatThese are not what I consider to be good business practices Final Business Response / [redacted] (4000, 9, 2015/05/05) */ As stated earlier, our first priority is to make our customers happyHowever, other than the copies of the backflow test reports that we filed, there is nothing else to provide as proof of the testsIf you wanted to call the city to get a reference for our company, that would be very beneficialWe've been testing thousands of backflow preventers per year for the past yearsWe have a strong business relationship with themAlso, the condition of the shut-off has more to do with the company who installed it in the dirt than it has to do with us (the company who tested it for two years)The only time we recommend replacing a shut-off is if all of the shut-offs in the tap are badThere are always atleast two shut-offsRegardless, we would gladly replace a shut-off for youWe just don't warranty parts that we didn't install Final Consumer Response / [redacted] (4200, 11, 2015/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept the fact that you have not once made an offer to come look at the situationYour cusomer service is awfulI expect no more reponses and rest assured that every single person I ever meet that asks about irrigation will hear my story
Initial Business Response /* (1000, 5, 2015/04/24) */
At Watersmith Irrigation we take a customer complaint very seriously. It is our goal to come to a resolution that will more than satisfy our customer. However, this complaint is stating that we did not do a backflow test for two years. There...
are three copies of the two backflow test reports that we did. We have a copy, [redacted] has a copy, and the customer has a copy. The tests were performed and signed by our service manager who has been with the company for 19 years. Also, this backflow device was not installed by Watersmith Irrigation. We were only performing the yearly tests. The condition of the shut off has nothing to do with the tests that we performed.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although you may have filed reports I have no proof that you actually performed the tests. When it is physically impossible to access one of the shutoffs for the test I seriously have my doubts. The fact that you were excessively rude the moment you first spoke to me on the phone speaks to your concern about customer service. There was no offer made to assess the situation. And yes the condition of the shut off also speaks to the fact that it had not been used for more than a considerable amount of time. The business that brought this situation to my attention had nothing to gain. His first recommendation was to have you come out and look at things before he ever tried t o remedy the problem. Obviously you had no interest in that. These are not what I consider to be good business practices.
Final Business Response /* (4000, 9, 2015/05/05) */
As stated earlier, our first priority is to make our customers happy. However, other than the 3 copies of the backflow test reports that we filed, there is nothing else to provide as proof of the tests. If you wanted to call the city to get a reference for our company, that would be very beneficial. We've been testing thousands of backflow preventers per year for the past 28 years. We have a strong business relationship with them. Also, the condition of the shut-off has more to do with the company who installed it in the dirt than it has to do with us (the company who tested it for two years). The only time we recommend replacing a shut-off is if all of the shut-offs in the tap are bad. There are always atleast two shut-offs. Regardless, we would gladly replace a shut-off for you. We just don't warranty parts that we didn't install.
Final Consumer Response /* (4200, 11, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the fact that you have not once made an offer to come look at the situation. Your cusomer service is awful. I expect no more reponses and rest assured that every single person I ever meet that asks about irrigation will hear my story.
Initial Business Response /* (1000, 5, 2016/10/06) */
Contact Name and Title: [redacted], President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@watersmithirrigation.com
The soil sensor was removed and replaced with a wireless rain sensor 2 year and 2 months after the original install. ...
The soil sensor was no longer under warranty. However, we made an exception and gave her a [redacted] credit for the soil sensor. After we charged her for the new wireless rain sensor, she was left with a [redacted] credit on her account. It sounds like she is wanting the [redacted] credit for the soil sensor that is out of warranty, and she wants the new wireless rain sensor for free. This is not something that we are obligated to do. However, we will make an exception here if it will clear this issue up.
Initial Consumer Rebuttal /* (2000, 7, 2016/10/14) */
Mr [redacted] called me week 10-6-2016. He said he would give me the [redacted] credit he owed me.
In his response to you he stated my system was out of warranty by two months. But I had been telling them it wasn't working over and over again since the first summer after they installed it. So it still had 14 months of warranty left. They waited until after the warranty was up to tell me they recommended that we take out the soil sensor that had never worked and trade it for the rain sensor so that is what the problem was they jacked me around for 14months waiting for my warranty to expire and then charged me for a new set up. No he acts like he is a good guy by giving me the [redacted] credit, but really he just got caught trying to cheat me. Thank you for your help. I know now it was your contact that made him give me the [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/24) */ At Watersmith Irrigation we take a customer complaint very seriouslyIt is our goal to come to a resolution that will more than satisfy our customerHowever, this complaint is stating that we did not do a backflow test for two yearsThere are three copies of the two backflow test reports that we didWe have a copy, [redacted] has a copy, and the customer has a copyThe tests were performed and signed by our service manager who has been with the company for yearsAlso, this backflow device was not installed by Watersmith IrrigationWe were only performing the yearly testsThe condition of the shut off has nothing to do with the tests that we performed Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although you may have filed reports I have no proof that you actually performed the testsWhen it is physically impossible to access one of the shutoffs for the test I seriously have my doubtsThe fact that you were excessively rude the moment you first spoke to me on the phone speaks to your concern about customer serviceThere was no offer made to assess the situationAnd yes the condition of the shut off also speaks to the fact that it had not been used for more than a considerable amount of timeThe business that brought this situation to my attention had nothing to gainHis first recommendation was to have you come out and look at things before he ever tried t o remedy the problemObviously you had no interest in thatThese are not what I consider to be good business practices Final Business Response / [redacted] (4000, 9, 2015/05/05) */ As stated earlier, our first priority is to make our customers happyHowever, other than the copies of the backflow test reports that we filed, there is nothing else to provide as proof of the testsIf you wanted to call the city to get a reference for our company, that would be very beneficialWe've been testing thousands of backflow preventers per year for the past yearsWe have a strong business relationship with themAlso, the condition of the shut-off has more to do with the company who installed it in the dirt than it has to do with us (the company who tested it for two years)The only time we recommend replacing a shut-off is if all of the shut-offs in the tap are badThere are always atleast two shut-offsRegardless, we would gladly replace a shut-off for youWe just don't warranty parts that we didn't install Final Consumer Response / [redacted] (4200, 11, 2015/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept the fact that you have not once made an offer to come look at the situationYour cusomer service is awfulI expect no more reponses and rest assured that every single person I ever meet that asks about irrigation will hear my story
Initial Business Response /* (1000, 5, 2015/04/24) */
At Watersmith Irrigation we take a customer complaint very seriously. It is our goal to come to a resolution that will more than satisfy our customer. However, this complaint is stating that we did not do a backflow test for two years. There...
are three copies of the two backflow test reports that we did. We have a copy, [redacted] has a copy, and the customer has a copy. The tests were performed and signed by our service manager who has been with the company for 19 years. Also, this backflow device was not installed by Watersmith Irrigation. We were only performing the yearly tests. The condition of the shut off has nothing to do with the tests that we performed.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although you may have filed reports I have no proof that you actually performed the tests. When it is physically impossible to access one of the shutoffs for the test I seriously have my doubts. The fact that you were excessively rude the moment you first spoke to me on the phone speaks to your concern about customer service. There was no offer made to assess the situation. And yes the condition of the shut off also speaks to the fact that it had not been used for more than a considerable amount of time. The business that brought this situation to my attention had nothing to gain. His first recommendation was to have you come out and look at things before he ever tried t o remedy the problem. Obviously you had no interest in that. These are not what I consider to be good business practices.
Final Business Response /* (4000, 9, 2015/05/05) */
As stated earlier, our first priority is to make our customers happy. However, other than the 3 copies of the backflow test reports that we filed, there is nothing else to provide as proof of the tests. If you wanted to call the city to get a reference for our company, that would be very beneficial. We've been testing thousands of backflow preventers per year for the past 28 years. We have a strong business relationship with them. Also, the condition of the shut-off has more to do with the company who installed it in the dirt than it has to do with us (the company who tested it for two years). The only time we recommend replacing a shut-off is if all of the shut-offs in the tap are bad. There are always atleast two shut-offs. Regardless, we would gladly replace a shut-off for you. We just don't warranty parts that we didn't install.
Final Consumer Response /* (4200, 11, 2015/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the fact that you have not once made an offer to come look at the situation. Your cusomer service is awful. I expect no more reponses and rest assured that every single person I ever meet that asks about irrigation will hear my story.
Initial Business Response /* (1000, 5, 2016/10/06) */
Contact Name and Title: [redacted], President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@watersmithirrigation.com
The soil sensor was removed and replaced with a wireless rain sensor 2 year and 2 months after the original install. ...
The soil sensor was no longer under warranty. However, we made an exception and gave her a [redacted] credit for the soil sensor. After we charged her for the new wireless rain sensor, she was left with a [redacted] credit on her account. It sounds like she is wanting the [redacted] credit for the soil sensor that is out of warranty, and she wants the new wireless rain sensor for free. This is not something that we are obligated to do. However, we will make an exception here if it will clear this issue up.
Initial Consumer Rebuttal /* (2000, 7, 2016/10/14) */
Mr [redacted] called me week 10-6-2016. He said he would give me the [redacted] credit he owed me.
In his response to you he stated my system was out of warranty by two months. But I had been telling them it wasn't working over and over again since the first summer after they installed it. So it still had 14 months of warranty left. They waited until after the warranty was up to tell me they recommended that we take out the soil sensor that had never worked and trade it for the rain sensor so that is what the problem was they jacked me around for 14months waiting for my warranty to expire and then charged me for a new set up. No he acts like he is a good guy by giving me the [redacted] credit, but really he just got caught trying to cheat me. Thank you for your help. I know now it was your contact that made him give me the [redacted]