Emerald Lawn Sprinklers Corp.

[redacted] left a message on Sunday, June 1, stating that she needed us to come out and replace a broken head on her sprinklers systemOn Monday morning, June 2, my secretary [redacted] returned the phone call and squeezed [redacted] into an already loaded, busy schedule in order to accommodate her(I would consider that great customer serviceReceive a response in less than hours and have that company there within that same time frame)Anyhow, when my technicians arrived at [redacted] **, [redacted] ,which is [redacted] 's residence, their observations were that she had started her own system up and had already dug up the 12" head in questionShe proceeded to hold the head in her hands and showed my technicians that there was a gash (crack) in the headMy technician expressed that the head, in his opinion, was caused by third party damageHe gave her some possible scenarios that may have caused this damageShe did not accept his explanations and he proceeded to call the office to discuss with my secretary [redacted] expressed to my technician that even though she had voided her contract with us by starting up and servicing her own system, we would reinstate her year guarantee, not charge a service call and only charge $for the headMy technician explained this to [redacted] and she refused to pay and proceeded to follow him to his van that was parked in front of her house on the streetShe had said that she knows there are heads on the truck and why not just get one and screw it onAt the street is where my other technician was having a cigaretteNot on her property as statedWhen my technician explained he could not do that, she asked them to leave and told them that she was going to go on [redacted] and call the Revdex.com about my companyl was not in the office when all of this was occurringAfter about an hour, I came into the office and there was a message on my desk to call someone at (***) [redacted] in reference to [redacted] **., [redacted] [redacted] had filled me in on what had transpired and I proceeded to call this personI'm not sure whether this person identified himself as a boyfriend or friend as the office phones were ringing off the hookHe was calling on behalf of [redacted] *** [redacted] and wanted to know what her warranties coveredI explained to him that her signed contract, which is only one page, states that she has a five year guarantee on all material and months on laborIt also states specifically "NOTE: Five year guarantee becomes automatically invalid if homeowner or any contractor other than E.L.Sservices or repairs sprinkler system." But, I told him that I would reinstate her five year guarantee as long as she lets us service her sprinkler system for the next five years and only pay $for the replacement of the headHe said that sounds good to him and that he would give her a callI also said [redacted] is posting negative things about my company on [redacted] and was going to put in a complaint with the Revdex.comHe replied, “She reacts before thinking.” I had asked him to tell her that she should go back on [redacted] and take back what she was postingI did not even get a chance to have a conversation with herShe literally took a picture of the head, posted it on [redacted] ***, made some comments and waited for people to respond and even put a claim with the Revdex.com and stated the claim number on [redacted] ***(Not to sure why that was important) This all happened within 1-1/hours of our visit to her houseMy conversation ended with her boyfriend or friendWithin a few minutes, [redacted] was calling my officeShe started off the conversation stating that she know I talked to her friend as she called him, but still insisted that I replace this head for freeWhen I explained to her that I would reinstate her five year guarantee and only charge her $she stated that she had no time to spend on this matterI expressed that she had plenty of time for this matter since she had already gone on [redacted] *** and filed a complaint with the Revdex.com in a matter of an hour and a halfI had customers call me that were on [redacted] and could not believe what [redacted] [redacted] was sayingI was not happy about this and proceeded to tell her to make sure she told the Revdex.com the truth that she voided her contract by starting it up and servicing itWe cannot guarantee our work if someone else is touching itWhat good are contracts then? I tried to resolve this matter diplomatically but [redacted] continues posting half-truths on [redacted] ***She is not only trying to create a mob of people's reactions against my company, but is now damaging the livelihood of my childrenI did mention to her that if she continued her march of madness against my company, that I would consult my lawyer to handle this matterWell guess what, she did and now is making a mockery of him on [redacted] ***Facts are that she started her own system up and damaged the head by digging it up with a shovelThe cold or lack of improper winterization did not cause this head to have a gash in itAlso, today I responded to her complaint with the Revdex.com and for some reason, you received it as a blank pageWhen this occurred, I immediately called and spoke to someone at the Revdex.com and she opened up the response again so that I could retype my reply [redacted] also made fun of this on [redacted] ***And if this gets posted on [redacted] ***, at least everyone will realize that I did try to resolve this problemSorry to bother you with thisI have a copy of her contract that she signed and clearly backs up my factsI also have all the posts that she put up on [redacted] ***She is trying to ruin my company's reputation but being in business for over years, speaks for itselfYou can't satisfy everyoneYou can agree to disagree, but it should go no further than thatWe are only talking about a $chargeThis has become a circus actI too can choose to reply on [redacted] and gang up on [redacted] But I choose not toSorry for wasting your precious timeIf I can be of further assistance, please let me knowGOD BLESS

My lawyer has forwarded a copy to *** *** *** a few days ago. Thank you, ***

Complaint: ***
I am rejecting this response because:
The company's message and attachment is not responsive to the Revdex.com's request of the company. The Revdex.com asked the company to send a copy of the customer's (my) signed contract. The company replied to the Revdex.com with an attachment that is not my contract, apparently passing the document off as something that is part of my contract. It is not. The company failed to send the Revdex.com the signed contract; the company's contract signed by the customer (me) does not support it's claims. I assume the Revdex.com will reach out again for the item it requested and perhaps inquire why the company continues to avoid its obligations under the contract. So far, instead of honoring it's obligations, the company has offered several alternate explanations, attempted to exact extra money from the customer and, within hours of the customer's request for a simple replacement of an inexperience sprinkler head warrantied by the company (which provided the winterization to the customer). threatened the customer via phone followed by service of process from the company's attorney alleging "slander" due to the customer's review of the company on *** (a site where the company advertises). The company warned the customer concerning the Revdex.com complaint and threatened, "If you continue slandering my company, I will get my lawyers involved and you will get in trouble" (direct quote). That same day, the company's lawyer sent the attached letter (presumably, unaware that the customer's statements on its phone call with the customer). With respect to the numerous other complaints by other customers on the *** review concerning recent actions by the company, I am not aware whether those customers have also been served by a similar letter from the company's lawyer
The work that has been done by Emerald came with a warranty, period. The company should provide the Revdex.com with the actual contract (showing the customer paying almost $3,in cash to the company for the work and accompanying warranties) as soon as possible. The company is sidetracked with "slander" threats and long explanations of how the customer is destroying the livelihood of the owner's children. Hopefully, the Revdex.com can get the company back on track. Please advise as soon as possible. There are consumer groups in NJ that have expressed interest in filing amicus briefs in any court action that may result. Thank you
Regards,
*** ***

[redacted] left a message on Sunday, June 1, 2014...

stating that she needed us to come out and replace a broken head on her sprinklers system. On
Monday morning, June 2, my secretary [redacted] returned the phone call and squeezed [redacted] into an already loaded, busy schedule in order to accommodate her. (I would consider that great customer service. Receive a response in less than 24 hours and have that company there within that same time frame). Anyhow, when my technicians arrived at [redacted],which is [redacted]'s residence, their observations were that she had started her own system up and had already dug up the 12" head in question. She proceeded to hold the head in her hands and showed my technicians that there was a gash (crack) in the head. My technician expressed that the head, in his opinion, was caused by third party damage. He gave her some possible scenarios that may have caused this damage. She did not accept his explanations and he proceeded to call the office to discuss with my secretary. [redacted] expressed to my technician that even though she had voided her contract with us by starting up and servicing her own system, we would reinstate her 5 year guarantee, not charge a service call and only charge $65 for the head. My technician explained this to [redacted] and she refused to pay and proceeded to follow him to his van that was parked in front of her house on the street. She had said that she knows there are heads on the truck and why not just get one and screw it on. At the street is where my other technician was having a cigarette. Not on her property as stated. When my technician explained he could not do that, she asked them to leave and told them that she was going to go on [redacted] and call the Revdex.com about my company. l was not in the office when all of this was occurring. After about an hour, I came into the office and there was a message on my desk to call someone at ([redacted] in reference to [redacted]., [redacted] had filled me in on what had transpired and I proceeded to call this person. I'm not sure whether this person identified himself as a boyfriend or friend as the office phones were ringing off the hook. He was calling on behalf of [redacted] and wanted to know what her warranties covered. I explained to him that her signed contract, which is only one page, states that she has a five year guarantee on all material and 24 months on labor. It also states specifically "NOTE: Five year guarantee becomes automatically invalid if homeowner or any contractor other than E.L.S. services or repairs sprinkler system." But, I told him that I would reinstate her five year guarantee as long as she lets us service her sprinkler system for the next five years and only pay $65 for the replacement of the head. He said that sounds good to him and that he would give her a call. I also said [redacted] is posting negative things about my company on [redacted] and was going to put in a complaint with the Revdex.com. He replied, “She reacts before thinking.” I had asked him to tell her that she should go back on [redacted] and take back what she was posting. I did not even get a chance to have a conversation with her. She literally took a picture of the head, posted it on [redacted], made some comments and waited for people to respond and even put a claim with the Revdex.com and stated the claim number on [redacted]. (Not to sure why that was important) This all happened within 1-1/2 hours of our visit to her house. My conversation ended with her boyfriend or friend. Within a few minutes, [redacted] was calling my office. She started off the conversation stating that she know I talked to her friend as she called him, but still insisted that I replace this head for free. When I explained to her that I would reinstate her five year guarantee and only charge her $65 she stated that she had no time to spend on this matter. I expressed that she had plenty of time for this matter since she had already gone on [redacted] and filed a complaint with the Revdex.com in a matter of an hour and a half. I had customers call me that were on [redacted] and could not believe what [redacted] was saying. I was not happy about this and proceeded to tell her to make sure she told the Revdex.com the truth that she voided her contract by starting it up and servicing it. We cannot guarantee our work if someone else is touching it. What good are contracts then? I tried to resolve this matter diplomatically but [redacted] continues posting half-truths on [redacted]. She is not only trying to create a mob of people's reactions against my company, but is now damaging the livelihood of my children. I did mention to her that if she continued her march of madness against my company, that I would consult my lawyer to handle this matter. Well guess what, she did and now is making a mockery of him on [redacted]. Facts are that she started her own system up and damaged the head by digging it up with a shovel. The cold or lack of improper winterization did not cause this head to have a gash in it. Also, today I responded to her complaint with the Revdex.com and for some reason, you received it as a blank page. When this occurred, I immediately called and spoke to someone at the Revdex.com and she opened up the response again so that I could retype my reply. [redacted] also made fun of this on [redacted]. And if this gets posted on [redacted], at least everyone will realize that I did try to resolve this problem. Sorry to bother you with this. I have a copy of her contract that she signed and clearly backs up my facts. I also have all the posts that she put up on [redacted]. She is trying to ruin my company's reputation but being in business for over 25 years, speaks for itself. You can't satisfy everyone. You can agree to disagree, but it should go no further than that. We are only talking about a $65 charge. This has become a circus act. I too can choose to reply on [redacted] and gang up on [redacted]. But I choose not to. Sorry for wasting your precious time. If I can be of further assistance, please let me know. GOD BLESS

Review: Emerald lawn sent us an itemized bill. It does not reflect all payments made to them. There is a credit due back to us in the amount of $573.65 in which Emerald Lawns only sent back $144.40 We have tried to contact them this issue via telephone and registered mail and they have yet to respond to our complaint. We also have a contract with Emerald Lawns in which we are to receive winterization service. This contract has been paid in full. We would like to be credited for the winterization so that we can hire a different contractor to perform the service.Desired Settlement: That we receive the correct refund check and a refund for the winterization so that we can hire a different company to perform that service. We do not feel at this time that we would like Emerald Lawns to return to our home.

Business

Response:

To Whom It May Concern: In doing repairs to Mr. [redacted] sprinkler system on June 12, 2013, my technicians cut an electrical line underground. They were unaware on that day that they had cut this wire. Emerald received a bill from Mr. [redacted] on June 27, 2013 from an electrical company stating that they installed 100 feet of cable plus labor of $589.65, that he wanted us to be responsible for. First of all, Mr. [redacted] did not give us the opportunity to repair this wire. We would have sent our electrician to repair the cut which would have cost only $150. Mr. [redacted] took it upon himself to have a brand new line put in instead of repairing the cut. With that said, Mr. [redacted] had called our office to report that there was a leak in the sprinkler system in the backyard. We proceeded to out to his house on July 2, 2013 to investigate. My technician's discovered that the leak to the sprinkler system was caused by the same electrician that installed the new line. Now our line was cut. Our cost for this service call was as follows. We did not charge a service call of $85. to come out, which is our normal fee. Instead we waived that fee and charged only for the cut line and labor. We also included the permit fee of $151. which is required by the town when any installation of a sprinkler system is installed. The total invoice was $445.25. So we subtracted that amount from the electrical bill which was $589.65, and sent Mr. [redacted] a check for $144.40 to settle this matter. That letter and check were sent to Mr. [redacted] on July 8, 2013. Also stated in that letter was our request to cut ties and end our business relationship. We no longer want to service Mr. [redacted] because of his continued phone threats to myself and physical harm to my husband. Mr. [redacted] has threatened to do physical harm to my husband, has cursed me out on the phone several times, has harassed me by calling the office for 15 minutes straight, and refuses to move on and use another company. His threats were so serious that I had to call the Clark Police Department and send over the Police Chief, Officer [redacted] to kindly ask that he no longer have any kind of communication with myself, my husband or our company. Now he continues his harassment through the Revdex.com. This matter as far as our company is concerned is closed. We gave Mr. [redacted] what we feel is fair and there will be no further communication with Mr. [redacted] or any more refunds of any kind. If this harassment continues, then I will have to consult my lawyer whom is well aware of the situation. Hopefully we will not have to go down that road. There are several sprinkler company's that Mr. [redacted] can harass, I mean use. Sorry to waste your time and mine. Have a nice day.

Review: Emerald Lawn installed my watering system last Spring 2013, with lots of Spray Heads. One of them froze or something and cracked over the winter. Yesterday, I simply took off the spray head and called them. Today the office ([redacted]) sent someone out today so that they could give me a new one (parts are guaranteed for 5 years under my contract). The service tech refused to provide the new Spray Head and when asked why, offered a variety of conflicting explanations. One was that my unscrewing the spray head to hand over to him meant that I had "serviced" the sprinkler system and therefore "voided my warranties" on parts. Second, after calling "[redacted]" at the home office, they responded that the homeowner cannot touch the system so I am not permitted to screw on the new part and they would have to screw it on (which takes 3 second) and I would have to pay "labor costs" for 2 men (one of whom is smoking on my front lawn). Third, they explained that the sprinkler head might have been hit by a "weedwhacker." I don't own a weedwhacker and anyhow, how could a weedwhacker burrow under the ground and slice off a pipe underground? They refused to let me speak with the "home office" they were chatting with. I finally gave up and they left. They had sprinkler heads on their truck, but wanted to see if they could "void" a contract and finagle some extra money out of a customer. Wasting my time and the Revdex.com's time. What a shame.

Business

Response:

[redacted] left a message on Sunday, June 1, 2014 stating that she needed us to come out and replace a broken head on her sprinklers system. On

Monday morning, June 2, my secretary [redacted] returned the phone call and squeezed [redacted] into an already loaded, busy schedule in order to accommodate her. (I would consider that great customer service. Receive a response in less than 24 hours and have that company there within that same time frame). Anyhow, when my technicians arrived at [redacted], [redacted],which is [redacted]'s residence, their observations were that she had started her own system up and had already dug up the 12" head in question. She proceeded to hold the head in her hands and showed my technicians that there was a gash (crack) in the head. My technician expressed that the head, in his opinion, was caused by third party damage. He gave her some possible scenarios that may have caused this damage. She did not accept his explanations and he proceeded to call the office to discuss with my secretary. [redacted] expressed to my technician that even though she had voided her contract with us by starting up and servicing her own system, we would reinstate her 5 year guarantee, not charge a service call and only charge $65 for the head. My technician explained this to [redacted] and she refused to pay and proceeded to follow him to his van that was parked in front of her house on the street. She had said that she knows there are heads on the truck and why not just get one and screw it on. At the street is where my other technician was having a cigarette. Not on her property as stated. When my technician explained he could not do that, she asked them to leave and told them that she was going to go on [redacted] and call the Revdex.com about my company. l was not in the office when all of this was occurring. After about an hour, I came into the office and there was a message on my desk to call someone at ([redacted]) [redacted] in reference to [redacted]., [redacted]. [redacted] had filled me in on what had transpired and I proceeded to call this person. I'm not sure whether this person identified himself as a boyfriend or friend as the office phones were ringing off the hook. He was calling on behalf of [redacted] and wanted to know what her warranties covered. I explained to him that her signed contract, which is only one page, states that she has a five year guarantee on all material and 24 months on labor. It also states specifically "NOTE: Five year guarantee becomes automatically invalid if homeowner or any contractor other than E.L.S. services or repairs sprinkler system." But, I told him that I would reinstate her five year guarantee as long as she lets us service her sprinkler system for the next five years and only pay $65 for the replacement of the head. He said that sounds good to him and that he would give her a call. I also said [redacted] is posting negative things about my company on [redacted] and was going to put in a complaint with the Revdex.com. He replied, “She reacts before thinking.” I had asked him to tell her that she should go back on [redacted] and take back what she was posting. I did not even get a chance to have a conversation with her. She literally took a picture of the head, posted it on [redacted], made some comments and waited for people to respond and even put a claim with the Revdex.com and stated the claim number on [redacted]. (Not to sure why that was important) This all happened within 1-1/2 hours of our visit to her house. My conversation ended with her boyfriend or friend. Within a few minutes, [redacted] was calling my office. She started off the conversation stating that she know I talked to her friend as she called him, but still insisted that I replace this head for free. When I explained to her that I would reinstate her five year guarantee and only charge her $65 she stated that she had no time to spend on this matter. I expressed that she had plenty of time for this matter since she had already gone on [redacted] and filed a complaint with the Revdex.com in a matter of an hour and a half. I had customers call me that were on [redacted] and could not believe what [redacted] was saying. I was not happy about this and proceeded to tell her to make sure she told the Revdex.com the truth that she voided her contract by starting it up and servicing it. We cannot guarantee our work if someone else is touching it. What good are contracts then? I tried to resolve this matter diplomatically but [redacted] continues posting half-truths on [redacted]. She is not only trying to create a mob of people's reactions against my company, but is now damaging the livelihood of my children. I did mention to her that if she continued her march of madness against my company, that I would consult my lawyer to handle this matter. Well guess what, she did and now is making a mockery of him on [redacted]. Facts are that she started her own system up and damaged the head by digging it up with a shovel. The cold or lack of improper winterization did not cause this head to have a gash in it. Also, today I responded to her complaint with the Revdex.com and for some reason, you received it as a blank page. When this occurred, I immediately called and spoke to someone at the Revdex.com and she opened up the response again so that I could retype my reply. [redacted] also made fun of this on [redacted]. And if this gets posted on [redacted], at least everyone will realize that I did try to resolve this problem. Sorry to bother you with this. I have a copy of her contract that she signed and clearly backs up my facts. I also have all the posts that she put up on [redacted]. She is trying to ruin my company's reputation but being in business for over 25 years, speaks for itself. You can't satisfy everyone. You can agree to disagree, but it should go no further than that. We are only talking about a $65 charge. This has become a circus act. I too can choose to reply on [redacted] and gang up on [redacted]. But I choose not to. Sorry for wasting your precious time. If I can be of further assistance, please let me know. GOD BLESS