Custom Touch Irrigation, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThank you for resolving the issueWe have mailed the check for $to Custom touch irrigationHowever, when we are talking about incorrect information and clearing few things, I would like to point out couple of things as well: The technician who had come to our house told us charge was going to be $He did not give invoice so there was no way for us to know that invoice was $not $I did not provide incorrect informationThat's what we were told the charge wasWhen I called custom touch irrigationThe lady who answered was very rudeShe didn't bother to check and account and didn't inform that invoice is $All she said was that is our charge $55, that's itThere was no attempt to look into account and provide correct infoSo again, we didn't know invoice was $First time we knew that it was $is when we saw email after complainsI don't have benefit of all records in front of me like you do, but I remember paying shutdown cost for couple of years at leastWe were sold the system with the info that this is self draining system and doesn't need winterization like system where you have to hook up pump and force air outSO, imagine our shock when we were charged full winterization charge for coming out and shutting the water main for irrigation and turning screws by quarter. Again, I don't remember the actual charge but it was like $to $rangeCharge for system not the self draining systemThink price gauging or unethical business practicesWhen I complained, they said if I don't like it I can do it myselfAnd that's why I am doing it myselfIf were a reasonable price or at least reduced price compared to irrigation system then I would have understood that but noThen technician came out to do a start up, right and ethical thing would be to observe additional work and ask permission before doing itBut no, work was completed and we were told that it would be $That's the kind of unethical practice that causes angerIf we had been informed that this is what the charge would be, we definitely would have said noI suspect most of the people don't bother to point these things out and call them out on these issuesout of people just pay and they are taken advantage ofIn my mind these are unethical practicesImagine going to doctor's office and after they perform a procedure you get additional charge for services you didn't ask for without your consentAnyway, We have send the check for $But we are very unhappy the way these business activities are carried out and how the person who had handled the call was so rudeThe complaint would have been solved during that phone call but no we had to go through all thisRitesh ***

We did talk with Mr. [redacted] on 5/17/16, however the information he gave you was incorrect.  I am forwarding a copy of an email he then sent to which I immediately replied and have received no response back.  He misrepresented the charges in question as well as what Renee said to...

him.  It was not a $2 part and we did not charge him $55 initially.  We installed his system in August of 2010, so he’s not even at 6 years yet.  He has contracted with us annually for his startup, but completed the winterization on his own.  As you can see from my response, his concerns were addressed immediately.   I made notes in red so you can see my response to each of his claims.    Please let me know if you have any questions.   Thanks – have a great day!          Germaine M[redacted] (317) 774-1888  office    (317) 773-7888    fax 9675 E. 148th Street, Noblesville, IN  46060                      www.ctirrigation.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Thank you for resolving the issue. We have mailed the check for $35 to Custom touch irrigation. However, when we are talking about incorrect information and clearing few things, I would like to point out couple of things as well: 1. The technician who had come to our house told us charge was going to be $55. He did not give invoice so there was no way for us to know that invoice was $45 not $55. I did not provide incorrect information. That's what we were told the charge was. 2. When I called custom touch irrigation. The lady who answered was very rude. She didn't bother to check and account and didn't inform that invoice is $45. All she said was that is our charge $55, that's it. There was no attempt to look into account and provide correct info. So again, we didn't know invoice was $45. First time we knew that it was $45 is when we saw email after complains. 3. I don't have benefit of all records in front of me like you do, but I remember paying shutdown cost for couple of years at least. We were sold the system with the info that this is self draining system and doesn't need winterization like normal system where you have to hook up pump and force air out. SO, imagine our shock when we were charged full winterization charge for coming out and shutting the water main for irrigation and turning 3 screws by quarter.  Again, I don't remember the actual charge but it was like $120 to $150 range. Charge for normal system not the self draining system. Think price gauging or unethical business practices. When I complained, they said if I don't like it I can do it myself. And that's why I am doing it myself. If were a reasonable price or at least reduced price compared to normal irrigation system then I would have understood that but no. 4. Then technician came out to do a start up, right and ethical thing would be to observe additional work and ask permission before doing it. But no, work was completed and we were told that it would be $55. That's the kind of unethical practice that causes anger. If we had been informed that this is what the charge would be, we definitely would have said no. I suspect most of the people don't bother to point these things out and call them out on these issues. 9 out of 10 people just pay and they are taken advantage of. In my mind these are unethical practices. Imagine going to doctor's office and after they perform a procedure you get additional charge for services you didn't ask for without your consent. Anyway, We have send the check for $35. But we are very unhappy the way these business activities are carried out and how the person who had handled the call was so rude. The complaint would have been solved during that phone call but no we had to go through all this. Ritesh [redacted].

We did talk with Mr. [redacted] on 5/17/16, however the information he gave you was incorrect.  I am forwarding a copy of an email he then sent to which I immediately replied and have received no response back.  He misrepresented the charges in...

question as well as what Renee said to him.  It was not a $2 part and we did not charge him $55 initially.  We installed his system in August of 2010, so he’s not even at 6 years yet.  He has contracted with us annually for his startup, but completed the winterization on his own.  As you can see from my response, his concerns were addressed immediately.   I made notes in red so you can see my response to each of his claims.    Please let me know if you have any questions.   Thanks – have a great day!          Germaine M[redacted] (317) 774-1888  office    (317) 773-7888    fax 9675 E. 148th Street, Noblesville, IN  46060                      www.ctirrigation.com

We received a call from the homeowner explaining her issue with the irrigation system. We dispatched a technician at NO Charge to see what had happened. Obviously at...

that point the plumber had already been to her home so we weren't able to see exactly how the system was left, but due to the fact that there was freeze damage to her backflow, there was obviously water in the device. We see issues like this in the winter for two reasons — either a system was not winterized or the internal shut off on the backflow device fails and leaks thru. Since the only time we serviced her system was on 6/26/14 to complete the backflow test, we have no way to confirm that the system wasn't used or tampered with in the subsequent six months. Despite that, we informed her both on the phone and thru our technician, that we would repair/replace the backflow device at no charge. We definitely stand behind all our work as indicated by both the service call to her home on 1/12/15 and our offer to repair/replace the backflow device at no charge. A plumbing bill of $265 to simply come out and turn off water seems quite high which is why our warranty policy does not include reimbursing other contractors. We always do our best to remedy any situation with our customers. We have already apologized for the situation and would be more than happy to include her 2015 backflow test at no charge to assist in this matter.
Sincerely, 
Dana [redacted]
President