Bio Green Inc

Review: There are multiple issues relating to my dealings with Bio Green and their owners. First relates to the sprinkler service that I signed up for. The agreement/warranty that I signed

includes proper winterization of the sprinkler system (which states that their company will properly check the system for leaks and professionally winterize the system). The service

also includes Spring turn-on service. The winterization performed was not acceptable as an outside pipe burst from freezing and damaged the backflow device as well as the piping.

The warranty indicates that outside components and the backflow device are not covered under warranty; however, at the same time it indicates that the backflow device would be

removed and left with the homeowner and the system would be professionally checked for leaks. In addition, proper winterization of the system includes the technician shutting off

the back-up shut-off ball valve if the backflow device is to be left out in the elements (this was not done). I contacted Bio Green in order to resolve the issue and a technician came

out to inspect the damage and indicated that to repair the unit would cost $180 for the same unit or that we could upgrade to a newer and up-to-code backflow preventer which

would cost $380. At this point I indicated that I was going to speak with one of the managers that I had contacted regarding this issue previously to see if I can upgrade and get a

discount roughly the cost of replacing the damaged parts with the same ones. He indicated that he wouldn't be able to discount the price and deferred to another manager (and co-

owner of the company). A few days went by without hearing anything from the co-owner, so, I pinged both of them indicating that I would like to resolve the issue soon as my yard is

starting to dry out and the issue has been ongoing since the middle of April. I still heard nothing from either of them, so, a day and a half later I wrote another e-mail indicating that I

would like to be kept in the loop and that I want this resolved by Friday (the next day). I still heard nothing from them, so, I sent a letter asking the process of getting a full-refund and

indicating that I would send an invoice after I had the system fully repaired (as I don't know if there is other outstanding damage to the rest of the system since the pipes aren't

allowing water into the rest of the unit); and that I was thoroughly upset with the unprofessionalism that I have encountered (not receiving an e-mail from them the entire week after

asking them to keep me informed.)

At this point I received an unprofessional and rude response from the co-owner indicating that from his professional experience it was not the fault of the company and that there could

have been a leak in the system causing water to enter the pipes (which is part of the company's warranty), in addition to arguing a point which has no bearing to the ball-valve, where

he doesn't understand that this was a backup ball valve not the primary one (the backup that they are responsible for turning off in order to protect the unit in case there is a small leak

from the upstream main ball-valve cut-off).

In addition, in my e-mail indicating that I would like a refund for the service contract, since I didn't receive the Spring turn-on service and didn't receive a proper winteization service

(checks for leaks, backflow removal and/or protection by turning off the back-up ball valve) the co-owner indicated that no refund will be given.

I will be happy to include all the correspondence (including the e-mail recieved from the co-owner of the company).Desired Settlement: Full refund of the service contract; cost to repair and inspect the system (as it would have cost with the same device [no upgrades]); and an apology from the co-owners as it relates to their unprofessionalism and rudeness.

Business

Response:

7/14/14I will attempt to state my position on this matter, point-by-point:We sent out a technician and he wrote an estimate to put [redacted] in a backflow device that is acceptable by current code, The tech noted that the damage could have been freeze damage. Mr agreed to have the device installed after he sought to get a discount or trade-in of the old, damaged device. After trading emails and a photo of the damaged pieces partially reassembled on the seat of his car. I informed Mr that freeze damage of above ground portions of the sprinkler system are NOT part of any freeze guarantee. They never have been with our company. [redacted] claims that the damage is due to the tech not doing his job correctly. The tech was our most experienced on staff. He has performed thousands of winterizations on all types of system configurations. There are several things that may have led to freeze damage that are out of our control: [redacted] may have a leaking inside ball valve, someone may have turned the water back on by mistake, the fact that we had several night of freezing weather prior to the winterization, age of the device, etc. None of which is within our control and none of which is covered by our freeze guarantee (see attached files). The price [redacted] was given is at an extreme discount already and far below what we normally charge due to the freak weather the area had for this past winter. In fact, we will make nothing on the work in the way of profit. Regarding any leaks that were not checked, there were none at the time. If there were we could not have finished the winterization and the homeowner would have been notified then and there. We are not in the business of creating problems in order to antagonize clients. If we were, we would have been out of business long ago.•The winterization was done correctly by a very experienced tech.•There were no leaks, as stated, or we could not have finished the job.•the device may be set up to be removed but in doing so, the device could not be legally reattached in our view of the law/ current code. We did not remove it in 2013.•there are myriad reasons, out of our control, for what MAY have damaged his above ground dev, pipe, and ball valve.•** elected to do his own repairs save for the dev.•The photo is inconclusive.•The winterization occurred (after [redacted] fina!|y-3 1/2 months later- paid the bill to renew) after several freezing night temps which may have already damaged the interior of the dev.•Our freeze guarantee does not include any backflow device above ground,•We did go to Mr.'s house to do the spring service (5/20/14 approved by [redacted]on5/16/14)but he wanted to see about a discount and chose to wait.•No one was rude to [redacted] I too have all the email strings. He is mad because I will not cave in to his demands and give him further discounting.•As far as timing, he has been told that spring is the busiest time for all sprinkler companies. We have gone way out of our way to find him dates, return emails, continue to schedule him even before we were paid the service contract annual fee, made offers to come effect repairs, free estimate, etc.All of this could have been handled and done back in April, [redacted] made his own choices and created his own timing. We have been ready to serve him at all times.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:Regarding Mr. S[redacted]'s response there are a number of issues and inconsistencies.The

renewal of the service contract is completely irrelevant as it pertains

to the issue at hand. I have no reason to pay for renewal until I know

that I am going to continue using the company and officially renew with

them.

The issue that Mr. S[redacted] is failing to understand is that

the sprinkler and back flow device was protected by two (2) separate

ball valves. The primary ball valve is in the basement which I had

turned off. The secondary (backup) ball valve is mere inches away from

the backflow device and where Mr. S[redacted]'s technician would have

hooked up their air compressor adapter in order to blow out the water.

An experienced technician would know that this secondary ball valve was

there to protect the backflow unit in the event that the inside ball

valve had any sort of leak.

If the pipe, valve, and backflow device were previously

damaged due to the freezing temperatures prior to the winterization

service, upon them winterizing the system they would have needed to blow

the entire unit (zone by zone) from the blowout valve (which is

upstream of the backflow device and literally as mentioned inches away)

the pressure needed (upwards of 100psi) would have easily shown the

damage and not allowed his technician to winterize my system.

Review: I found this company on [redacted] County guide book for best contractors. On March 25, 2014 I emailed to Biogreen and I requested two sprinkler heads be replaced with 4" pop up sprinkler heads. We were communicating pretty good via emails, up until the repair. One sprinkler head was broken. Both heads were taller than 4" and both stayed upright, and they were designed not to come down to the ground after watering was done. I told Biogreen I was concerned that animal may damage the heads if they stay upright. I asked Biogreen to replace both heads. Biogreen agreed and said would replace both heads with 4" pop ups. Biogreen performed the repair on April 2, 2014 but they only replaced one sprinkler head, not two as I requested. The repairman said the second one was fine, does not need replaced. On April 3 and 4, I sent Biogreen several emails telling them to replace the second head. They would not reply. I then told them I was seeking action and their manager [redacted] finally replied. He said if I pay the bill they would replace the second head. I called Biogreen and paid the bill. I asked the person on the phone when they will come to do the repair on the second one. They transferred me to different dept. The person answered the phone and I told this person I was not happy with the service. This person said I should continue contact with the emails and hung up on me. I emailed to [redacted] telling him I paid the bill and told him the person on the phone was rude and hung up on me. [redacted] then said he appreciated me paying the bill and apologized about rude person on the phone. He again asked if I really need it replaced and I said YES. He said it would be very difficult for them to schedule the repair but if not impossible but difficult. I cannot tolerate their dragging their feet. Judging from their responses and non-response, it seems like they don’t want to do the second one. Judging from their rude customer service and failure to do the job it seems the [redacted] County guide book was wrong about this company.Desired Settlement: Replace the second head with 4" pop up head at no additional charge.... *ASAP*!

Business

Response:

[redacted] contacted us and requested 2 heads be changed out due to them being broken. Our technician had him in a route & emailed him on 3/25 that the snow was getting bad and he would be rescheduled by the office. ** sent out a trio of emails to different addresses and then 2 more causing quite a ripple. In it he suggested "I will seek action if this is not performed." His emails were answered by [redacted] informing [redacted] that in fact 1 head (a 12" pop-up) was broken not 2 and that [redacted] replaced the broken head with another 12" head and reset the other hence the smaller bill for services. He also reminded and that [redacted] wrote this on the invoice. We do not feel it is good practice to take money for work not needed. [redacted] requested we get payment for work completed and inquired if ** still wanted the other head replaced. [redacted] contacted the office and paid the bill. The receptionist was not familiar in the telephone technique using an intermediary service to communicate with the deaf. She thought the call was completed. [redacted] returned [redacted]s email with the information on the receptionist and "I require a reply, and if I'm not getting any reply, this action is continued." [redacted] wrote back a reply that started with a thank you for the prompt payment and next an apology re/ the receptionist hanging up. He also asked for clarification regarding **'s threats of "action" and the replacement of a functioning head. ** wanted the head replaced with a head like the other one [redacted] had already replaced (another 12" pop-up). We sent [redacted] out again. ** was unsatisfied with the 12" head and requested a 4" head. We sent [redacted] out today 5/9/14 and [redacted] put an 12" in per **.'s last email:

Review: I had two sprinkler heads not functioning properly. I called about one IN THE FALL last year. I was told they would fix the problem when they turned the system on this spring. I was ok with that since it was the end of the season. It was noted in my file and confirmed. Also, A different sprinkler head was damaged when Bio green performed services early this spring on my lawn. When the sprinkler tech came this spring and turned on my water for the system he should have repaired the damaged heads as agreed. He did not. I don;t think he even ran the system. If he did he would have noticed both sprinkler heads malfuctioning. The one head that I called about last fall is throwing water in to my neighbors driveway. My neighbor is not happy about that and it still has not been fixed. I have called on four separate occasions. I got a call back once. I called to speak to the owner twice and was able to speak to him after the second request. He apologized and said he would send someone to fix it at no charge. The tech fixed only one sprinkler head not the other one that is spraying water in my neighbors driveway. I called again last week and asked for a return call and got nothing. I called again today and was treated rudely by the admin saying that all the owners are on vacation and no one can help me. I actually called back and a different person said [redacted] would call me. He did not call yet. They just say there " out in the field". Why don;t they care? I have both lawn and irrigation services with Bio green and am very disappointed that the repair has not been completed. Today they offered to schedule another visit but I needed to be home for that visit. I am WASTING TIME WITH BIOGREEN AND AM VERY DISAPPOINTED IN THE LACK OF SERVICE AFTER BEING A CUSTOMER SINCE 1998. The first 10 or so years I had virtually no issues. This is unacceptable service. I pay $250 a year for Sprinkler and $285 for lawn service. I feel ripped off.Desired Settlement: I want to sprinkler heads fixed and to be compensated for my time.. $ 10 contribution to [redacted] would be sufficient.

Business

Response:

Our notes indicate that [redacted] called 10/15/12 & left a voice message re one non-functional head & one that was apparently damaged by us during a Fall core aeration. Since [redacted] was scheduled for Winterization on October 30 (2 weeks from then) he agreed to having it done then. That date was shifted to 11/3/12 & completed. Unfortunately, the wrong head was exchanged. To compound matters, the notes were not moved to the Spring Turn-on. On 3/28/13 the tech went to turn on system without notes. [redacted] called the office on 4/11/13 and spoke to me. I explained the mistake and set him up for 4/22/13. On 4/18/13 Mr confirmed the date with staff. On 4/22/13 the tech made repairs to broken heads and says he adjusted heads. On 4/29/13 [redacted] made several phone calls to staff. They tried to help him and for that effort they received an abusive verbal beat-down. Mr. used about every swear word out there including liberal use of the F-bomb. [redacted] was called and did speak to [redacted] on the afternoon of the 29th. Everyone in the office could hear [redacted] and through the phone earpiece, [redacted] since he was so loud. After enduring yet more abuse, [redacted] heard [redacted]quit our service, threaten to complain to Revdex.com, [redacted], etc. to "teach us a lesson," and wanted to come to the office to "have it out." Later [redacted]called our branch office in Manassas and complained to [redacted], the Managing Partner, and made outlandish claims that [redacted] threatened him, his son, and his wife. All nonsense and lies. There were at least 4 witnesses to their conversation, [redacted] was the picture of restraint. [redacted]ocola, rather un-hinged to put it mildly. It was [redacted] who actually called police after hearing [redacted]threaten to come to our shop. The police did respond and did question all here at the time. At this writing, we have chosen to cancel [redacted]'s sprinkler account. Neither party owes any money to the other.

Bio Green, Inc.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I left a message with [redacted] after he called and left a message for me. He still again failed to return my call. He did indicate that his company would be refunding me the amount I paid for lawn service. See I was not only a customer of BioGreen Sprinkler service, I also used their lawn service. Both services for over 14 years! [redacted]s response to my complaint is full of error's. When I left the message for him on Wednesday last week, I left my # and asked for him to call me back so that I could fill him in since this issue arose while he was on vacation. He has not bothered to retrun the call. This is [redacted] way. No less than three other occasions in the past seven months [redacted] would not return the call. I am sure he is very busy but calling customers of 14 years might have avoided this issue. Why would a customer of 14 years, who recommended Biogreen to friends and neighbors over those 14 years, just quit the service? That is not what happened. Botton line is the sprinkler head never got fixed at my house. [redacted] did come to my house. I was home. He didn't knock at the door. He left the lid off the sprinkler control box and left. He never fixed the head that is still throwing water in my neighbors driveway. The same head [redacted] promised would be fixed since September. The phone conversation with [redacted] was not the way he described it to [redacted]. I can see where [redacted] might want to beleive [redacted], but it just isn't true. Regardless, a 14 year customer who had paid his bills and spoke highly of BioGreen did not quit BioGreen. Bio Green fired him. That was the quote from [redacted]. He said and I quote " you just fired yourself". One thing about me that all my acquaitences know is that I am not untruthful. It does bother me that [redacted] would have responded to the complaint to the Revdex.com without every trying to speak to me prior. Only Wednesday this past week did he even try to call me back. Make your own decision! Does that sound like a 14 year business relationship? It sounds to me like I was the victim of poor leadership at a company named BioGreen. Therefore since my Sprinkler head is still not fixed I am rejecting the response. I would like to speak to [redacted] about this. I would like to arrange a time to discuss so we can get it fixed.

Regards,

Business

Response:

I did leave a message for [redacted] that there was a mistake in my earlier response. I contacted the Revdex.com to ask to recant & reexpress the fact. Their response was that there is no way to do it until [redacted] responds. I found this unsatisfactory but there it is. In my message to [redacted]. I advised him of this so I was anticipating a Revdex.com response. What I received was a message from [redacted]. late Wednesday. I first heard this message Thursday morning. It was a rather calm message. He wanted to set a few things straight and to please call him. Thursday and Friday were both hectic days, as [redacted]. allows in his response. In fact, between an ambulance visit to the office and trips to the hospital, and regular busy spring business, I had several clients I was forced to ignore. They will all get a call today with an explanation and an apology as will [redacted].

The fact that needs correction: I was told [redacted]. called the Manassas office and had words with [redacted] (Managing Partner). It turns out, he had those words with [redacted], his secretary.

I find it disquieting that [redacted] will put forward his virtue of always being truthful, but not his fault of completely losing his temper with staff workers beyond the point of abuse. This particular time is not the first, nor anything like it. [redacted] states his version is the truth. I state mine is as close as I can figure it since I was in Florida and had to get it in frantic cell calls, emails, and finally interviews with staff to glean my evidence. I have various statements from 5 loyal employees -with 20 years tenure just for [redacted]. I have 14 years of a loyal client with a volatile temper who in the past has certainly had a point(s) in a disagreements or in problems he may have had with lawn or sprinkler service. In this case, as I already stated, [redacted] had a bad experience with our service dating back to fall 2012. The fault was ours, as I already stated earlier. I explained it to him on 4/11/13 and apologized for the screw-up. If the problem was not solved, of course we can fix it to his satisfaction as we have for 14 years. That is not the real problem we have arrived at. The real problem lies with [redacted]s reactions to staff members. He may yell and cuss to (or at) me or management but not to staff members who may have made mistakes but are there to try to mitigate them. They will put up with a lot from an angry client but [redacted] went way to far.

As president of a small business, my company has never tried to put out that "you will never have a problem..." We only state that when you have a problem we will get it right. If we made a mistake we will try to correct it. We have a client retention rate of 89% year after year in the most transient area in the USA. When a difficult problem gets to me or a client wishes to speak to the "person in charge," I will always take the call and solve the problem, as I have done in the past for [redacted] In this case, [redacted] decided to try to smear the name of this company in a couple venues instead of reaching out to me, or letting things get sorted out as we have done in the past. [redacted] chose these public venues- which is his prerogitive- I am forced to respond. He will get a call from me as does any client who wants to speak to me.

My direct line is [redacted]

Bio Green, Inc.