[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. This company has failed meThey still refused to resolve the issue and is not interested in providing good service to customer and making customer satisfiedI'm looking for a different sprinkler companyThank you.Regards, *** ***
** *** went through all the motions of desiring to get a modern approved backflow device to replace his damaged oneUp to and including a written estimateHe claims our technician said it was freeze damageI asked that same tech and he said that he told Mr that it "could be" and it also could be from other reasonsMr desired a discountI told him it was already discounted and was without profitHe then tried to take the tack that it was due to our technician doing a poor job on his winterization serviceThe service was performed on 11/21/by my most experienced tech (over years)There had already been several freezing nightsThe tech noted all was okOnce the winterization is done those ball valves, backflow, et al is in the hands of ** ***Anyone could have turned them on in the winter or they could be defective and let a small amount of water into the device, if that is what happenedWe last winterized the same device in the same way on Jan 9, when Mr first contacted us to do itThere had been multiple nights of sub freezing weather by thenHow does Mr not realize that that issue alone probably stressed the metal and made numerous internal cracks and finally damaged the device? So far, my best men have been to his house to do service on his illegal backflow deviceHis neglect of his own system probably caused the damageEither way, he wanted a discount and did not get one so now it is the tech's faultHe is more interested in trying to damage the reputation of a legitimate, tax paying company than fixing his sprinkler systemHe is a person whom we cannot please
Sincerely,
Steve *S***
President
Bio Green, Inc
Overland Drive
Suite
Sterling, VA
###-###-####
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Mr S*** is completely incorrect in his assumptions of the entire situation, from declaring my intent was to upgrade my system for free; to his baseless claims of indicating that I "probably" neglected my system which caused stress fractures. The air pressure that builds up in the pipes which is necessary to clear each of the zones would have been inadequate as these stress fractures would not have allowed the pressure to build up to the necessary amount. In addition, the technician would have noticed water squirting out of the pipes where the issue occurred if that was the case (which I can assure you was not).As indicated in my communication with his company initially, my intentions were never to upgrade the system for free. It was simply to be reimbursed for Bio Green's oversight of properly winterizing the system. For some reason what Mr S*** fails to comprehend is that there were multiple ball valves in series upstream from the backflow device for its protection in the case that there is a leak from the primary ball valve. This has been Mr S***'s primary defense of the situation (i.ethat the primary ball valve had some sort of leak). Regardless if someone were to turn on the inside ball valve (which was NEVER done) the second one which his technician is responsible for closing, unfortunately neglected to close during this winterization. If Bio Green would have properly performed the service that I paid for, even in this worst case scenario the backflow device would have been saved as the pipe burst would have been isolated just to the pipes between the two ball valves.In addition, MrS***'s company is in breach of contract as to checking the system for leaks and properly securing the backflow device. They have also illegally charged me for a service I NEVER received (Spring tuservice).Please let me know if you need any additional information or clarification. I would be more than happy to provide it for you
Regards,
*** ***
I sent **an email to server this relationship on 5/12/Here is the text from that email:
**. ***:
We have made numerous attempts in good faith to solve your issue with respect to your original request to replace broken headsWe found one head damaged and replaced itThe other was merely canted to one side and it was straightened out and performed fineWe are not in the business of charging for work not neededFrom your emails and complaint to the Revdex.com, we have not been able to solve your issue with the one headWe have tried to rectify this issue and to your mind, failed. What we now have is numerous trips to your house to revisit that same headNone of which we have charged you for, all in the name of client serviceI am sorry you think our technician is lacking and I further apologize for the lagging email responsesHowever, without making excuses for either, I feel that we have reached a point where we cannot satisfy youFor my part, I will not charge you for any parts or labor in the attempts to solve your issueI do recommend you look for a different sprinkler company to service your system
Sincerely,
*** ***
President
Bio Green, Inc
Overland Drive
Suite
Sterling, VA 20166?
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Regarding MrS***'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 MrS*** 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 MrS***'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 systemIn the Spring, after noticing the damage prior to my Spring
tuservice, I decided at that moment to replace the PVC piping
myself since I have experience doing so. I replaced the pipe and upon
reattaching the backflow device and turning the water back on to the
unit I then noticed the stress fractures (which aren't easily noticeable
by eye) as water was spraying out of the backflow device. At this
moment is when I decided to get Biogreen involved. As I was involving
Biogreen I was satisfied with Stephanie's (Biogreen employee)
communication and attempts to help. Stephanie indicated that they do
"free" estimates and would send a technician out, which she did. This
was never part of the "Spring turn-on" service as MrS*** alluded
to (and you can see that in the included email traffic that I sent).
You will have to get an answer from MrS*** as to why a free
estimate now is considered his company's Spring tuservice.After the technician came out and gave a free estimate and
verified the freeze damage by physically examining the broken pipe,
valve, and backflow device; he indicated the costs for replacing the
unit with the same device and an upgraded device. At that point, I
indicated that I would chat with the manager to find out about receiving
a discount from the warranty. This is where I started having issues
with the company. I first was emailing with Steve whom indicated that
the cost (as MrS*** indicated) was currently being discounted for
all customers due to the number of customers that had the same issue
this winter (this was a red flag already) and that they wouldn't make a
profit with the service. In that same email he indicated that he is not
the manager of the sprinkler department and that ultimately Mr
S*** is the one whom would be able to look into the issue and issue
any discount. At that point, as you can see by the emails that I
provided, I did not receive any response from the MrS*** even
after multiple attempts to contact him and indicating how important his
response is to me. I gave him a date as to when I needed to have the
issue resolved and that day came with still no word from MrS***.
At that point I knew that this is not the company that I want to do
business with anymore since I am unable to get a response from the
company owner (after multiple attempts from myself and even Scott). As it pertains to his bullet points:1.) The
winterization was not completed as indicated in the service agreement.
First, they never informed me that they couldn't remove the backflow
device because of "potential" code issues. Second, they didn't do a
thorough job checking for leaks as this was the primary reason he
indicates the freeze damage occurredThird, they did not due a thorough
job of protecting the backflow device by simply shutting off the
secondary ball valve (which is the only reason for it to be there) as an
experienced technician would know to do (and many that I have chatted
with after the fact have also indicated that it is obvious and should
have been done).2.) I don't understand MrS***'s bullet as it pertains to
him believing "heat" is what caused the damage. This observation is
not only far fetched, but completely ludicrous and is completely missing
all the facts. First, his own technician indicated that it was freeze
damage (the individual that actually physically inspected the broken
devices). Second, I still have the pipes and even indicated to Mr
S*** that he would be able to physically look at the pipes if he
would like in the case that they feel it is from something else (which
he didn't do). Third, the pipes show a stretch pattern (inside to out)
on numerous parts of the devices which indicates an expansion of some
solid (ice in this case). The PVC pipes are rated to psi. There
are numerous holes in this belief and nothing to back up his claim. I
would have been happy to have indicated this to MrS*** and taken
his account in to consideration; however, based on his inaction and then
rude response after I indicated I was unsatisfied with his company, he
never intended to determine if his company was ever at fault from the
start. It was always blaming something or someone else without doing
anything to find out the facts.3.) I never had any "demands" that I was expecting them to
"cave" to as MrS*** states. I was simply asking if a discount
could be done and reasoning for why if they were unable to provide a
discount as I felt that the service was not to my satisfaction, nor that
of the contract agreement. I was never being out of line or order in
any of what I was asking for. I was simply trying to get information in
order to make a decision.4.) Again, as it pertains to MrS***'s "myriad of
other reasons" for the damage. He simply never looked into it and won't
accept the answer from individuals whom have physically examined the
damage (including his own technician)Please let me know if you need any additional
information, clarification, rebuts, or evidence as it pertains to this
issue as I have plenty more to rebut. Thank you so much for your time and assistance.Much appreciated,
*** ** ***
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because your tech *** did not do it right- He replaced the wrong sprinkler head near the sidewalk which damaged the grassI want that restored to what it was before, a pop up 4" from the ground and have the lawn repairedI did not ask for this head to be replacedIt is now popping up too high, 12", and it is delivering water way over the lawn, rather than delivering directly to lawnDo I have to tell your amateur tech that this is wrong? - On the right side behind the azalea he put a pop up on top of the 4" upright behind the azalea and when it pops up it goes too high, up to 16"It should be popping up from the ground, not from the upright- On the left side it is much betterIt is now popping up to 12" from the ground and this is goodIt is delivering water to azalea and through azalea onto the lawn.This design of spraying water behind the bush is not my idea, it was another sprinkler company's idea and I somehow like their ideaIt feeds water to the azalea as well as the lawnHaving four heads directly delivering water to the lawn is too much water so it makes sense to have two heads behind the azalea to reduce the flow while benefiting the azaleaBut they put two upright heads which invited damage from animals so I prefer to replace them with pop up from the ground.Your company is not responding to me much and I had to do something to get this resolveYou insult me by saying my complaint is a mysteryClearly your company is not interested in doing good service and making customers happy.Regards,*** ***
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.
[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:
[redacted],I have decided 12" instead of 4" on both heads. I've noticed that the 4" isnot tall enough to give out water to the lawn since there are big thickliriope grass in front of azalea blocking it. Just the two behind the azaleanear the window. I would like them to be pop up from the ground, not stayingupright.Let me know how much it cost to do this.Thanks,[redacted]
All of this was already scheduled since the end of April. So there are 2 12" heads now in the ground. ** may have meant he wanted the shrub head buried all the way which is untraditional for shrub heads. **'s emails and threats are a mystery to us.
[redacted]
Bio Green, Inc.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. This company has failed meThey still refused to resolve the issue and is not interested in providing good service to customer and making customer satisfiedI'm looking for a different sprinkler companyThank you.Regards, *** ***
** *** went through all the motions of desiring to get a modern approved backflow device to replace his damaged oneUp to and including a written estimateHe claims our technician said it was freeze damageI asked that same tech and he said that he told Mr that it "could be" and it also could be from other reasonsMr desired a discountI told him it was already discounted and was without profitHe then tried to take the tack that it was due to our technician doing a poor job on his winterization serviceThe service was performed on 11/21/by my most experienced tech (over years)There had already been several freezing nightsThe tech noted all was okOnce the winterization is done those ball valves, backflow, et al is in the hands of ** ***Anyone could have turned them on in the winter or they could be defective and let a small amount of water into the device, if that is what happenedWe last winterized the same device in the same way on Jan 9, when Mr first contacted us to do itThere had been multiple nights of sub freezing weather by thenHow does Mr not realize that that issue alone probably stressed the metal and made numerous internal cracks and finally damaged the device? So far, my best men have been to his house to do service on his illegal backflow deviceHis neglect of his own system probably caused the damageEither way, he wanted a discount and did not get one so now it is the tech's faultHe is more interested in trying to damage the reputation of a legitimate, tax paying company than fixing his sprinkler systemHe is a person whom we cannot please
Sincerely,
Steve *S***
President
Bio Green, Inc
Overland Drive
Suite
Sterling, VA
###-###-####
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Mr S*** is completely incorrect in his assumptions of the entire situation, from declaring my intent was to upgrade my system for free; to his baseless claims of indicating that I "probably" neglected my system which caused stress fractures. The air pressure that builds up in the pipes which is necessary to clear each of the zones would have been inadequate as these stress fractures would not have allowed the pressure to build up to the necessary amount. In addition, the technician would have noticed water squirting out of the pipes where the issue occurred if that was the case (which I can assure you was not).As indicated in my communication with his company initially, my intentions were never to upgrade the system for free. It was simply to be reimbursed for Bio Green's oversight of properly winterizing the system. For some reason what Mr S*** fails to comprehend is that there were multiple ball valves in series upstream from the backflow device for its protection in the case that there is a leak from the primary ball valve. This has been Mr S***'s primary defense of the situation (i.ethat the primary ball valve had some sort of leak). Regardless if someone were to turn on the inside ball valve (which was NEVER done) the second one which his technician is responsible for closing, unfortunately neglected to close during this winterization. If Bio Green would have properly performed the service that I paid for, even in this worst case scenario the backflow device would have been saved as the pipe burst would have been isolated just to the pipes between the two ball valves.In addition, MrS***'s company is in breach of contract as to checking the system for leaks and properly securing the backflow device. They have also illegally charged me for a service I NEVER received (Spring tuservice).Please let me know if you need any additional information or clarification. I would be more than happy to provide it for you
Regards,
*** ***
I sent **an email to server this relationship on 5/12/Here is the text from that email:
**. ***:
We have made numerous attempts in good faith to solve your issue with respect to your original request to replace broken headsWe found one head damaged and replaced itThe other was merely canted to one side and it was straightened out and performed fineWe are not in the business of charging for work not neededFrom your emails and complaint to the Revdex.com, we have not been able to solve your issue with the one headWe have tried to rectify this issue and to your mind, failed. What we now have is numerous trips to your house to revisit that same headNone of which we have charged you for, all in the name of client serviceI am sorry you think our technician is lacking and I further apologize for the lagging email responsesHowever, without making excuses for either, I feel that we have reached a point where we cannot satisfy youFor my part, I will not charge you for any parts or labor in the attempts to solve your issueI do recommend you look for a different sprinkler company to service your system
Sincerely,
*** ***
President
Bio Green, Inc
Overland Drive
Suite
Sterling, VA 20166?
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Regarding MrS***'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 MrS*** 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 MrS***'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 systemIn the Spring, after noticing the damage prior to my Spring
tuservice, I decided at that moment to replace the PVC piping
myself since I have experience doing so. I replaced the pipe and upon
reattaching the backflow device and turning the water back on to the
unit I then noticed the stress fractures (which aren't easily noticeable
by eye) as water was spraying out of the backflow device. At this
moment is when I decided to get Biogreen involved. As I was involving
Biogreen I was satisfied with Stephanie's (Biogreen employee)
communication and attempts to help. Stephanie indicated that they do
"free" estimates and would send a technician out, which she did. This
was never part of the "Spring turn-on" service as MrS*** alluded
to (and you can see that in the included email traffic that I sent).
You will have to get an answer from MrS*** as to why a free
estimate now is considered his company's Spring tuservice.After the technician came out and gave a free estimate and
verified the freeze damage by physically examining the broken pipe,
valve, and backflow device; he indicated the costs for replacing the
unit with the same device and an upgraded device. At that point, I
indicated that I would chat with the manager to find out about receiving
a discount from the warranty. This is where I started having issues
with the company. I first was emailing with Steve whom indicated that
the cost (as MrS*** indicated) was currently being discounted for
all customers due to the number of customers that had the same issue
this winter (this was a red flag already) and that they wouldn't make a
profit with the service. In that same email he indicated that he is not
the manager of the sprinkler department and that ultimately Mr
S*** is the one whom would be able to look into the issue and issue
any discount. At that point, as you can see by the emails that I
provided, I did not receive any response from the MrS*** even
after multiple attempts to contact him and indicating how important his
response is to me. I gave him a date as to when I needed to have the
issue resolved and that day came with still no word from MrS***.
At that point I knew that this is not the company that I want to do
business with anymore since I am unable to get a response from the
company owner (after multiple attempts from myself and even Scott). As it pertains to his bullet points:1.) The
winterization was not completed as indicated in the service agreement.
First, they never informed me that they couldn't remove the backflow
device because of "potential" code issues. Second, they didn't do a
thorough job checking for leaks as this was the primary reason he
indicates the freeze damage occurredThird, they did not due a thorough
job of protecting the backflow device by simply shutting off the
secondary ball valve (which is the only reason for it to be there) as an
experienced technician would know to do (and many that I have chatted
with after the fact have also indicated that it is obvious and should
have been done).2.) I don't understand MrS***'s bullet as it pertains to
him believing "heat" is what caused the damage. This observation is
not only far fetched, but completely ludicrous and is completely missing
all the facts. First, his own technician indicated that it was freeze
damage (the individual that actually physically inspected the broken
devices). Second, I still have the pipes and even indicated to Mr
S*** that he would be able to physically look at the pipes if he
would like in the case that they feel it is from something else (which
he didn't do). Third, the pipes show a stretch pattern (inside to out)
on numerous parts of the devices which indicates an expansion of some
solid (ice in this case). The PVC pipes are rated to psi. There
are numerous holes in this belief and nothing to back up his claim. I
would have been happy to have indicated this to MrS*** and taken
his account in to consideration; however, based on his inaction and then
rude response after I indicated I was unsatisfied with his company, he
never intended to determine if his company was ever at fault from the
start. It was always blaming something or someone else without doing
anything to find out the facts.3.) I never had any "demands" that I was expecting them to
"cave" to as MrS*** states. I was simply asking if a discount
could be done and reasoning for why if they were unable to provide a
discount as I felt that the service was not to my satisfaction, nor that
of the contract agreement. I was never being out of line or order in
any of what I was asking for. I was simply trying to get information in
order to make a decision.4.) Again, as it pertains to MrS***'s "myriad of
other reasons" for the damage. He simply never looked into it and won't
accept the answer from individuals whom have physically examined the
damage (including his own technician)Please let me know if you need any additional
information, clarification, rebuts, or evidence as it pertains to this
issue as I have plenty more to rebut. Thank you so much for your time and assistance.Much appreciated,
*** ** ***
Regards,
*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because your tech *** did not do it right- He replaced the wrong sprinkler head near the sidewalk which damaged the grassI want that restored to what it was before, a pop up 4" from the ground and have the lawn repairedI did not ask for this head to be replacedIt is now popping up too high, 12", and it is delivering water way over the lawn, rather than delivering directly to lawnDo I have to tell your amateur tech that this is wrong? - On the right side behind the azalea he put a pop up on top of the 4" upright behind the azalea and when it pops up it goes too high, up to 16"It should be popping up from the ground, not from the upright- On the left side it is much betterIt is now popping up to 12" from the ground and this is goodIt is delivering water to azalea and through azalea onto the lawn.This design of spraying water behind the bush is not my idea, it was another sprinkler company's idea and I somehow like their ideaIt feeds water to the azalea as well as the lawnHaving four heads directly delivering water to the lawn is too much water so it makes sense to have two heads behind the azalea to reduce the flow while benefiting the azaleaBut they put two upright heads which invited damage from animals so I prefer to replace them with pop up from the ground.Your company is not responding to me much and I had to do something to get this resolveYou insult me by saying my complaint is a mysteryClearly your company is not interested in doing good service and making customers happy.Regards,*** ***
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.
[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:
[redacted],I have decided 12" instead of 4" on both heads. I've noticed that the 4" isnot tall enough to give out water to the lawn since there are big thickliriope grass in front of azalea blocking it. Just the two behind the azaleanear the window. I would like them to be pop up from the ground, not stayingupright.Let me know how much it cost to do this.Thanks,[redacted]
All of this was already scheduled since the end of April. So there are 2 12" heads now in the ground. ** may have meant he wanted the shrub head buried all the way which is untraditional for shrub heads. **'s emails and threats are a mystery to us.
[redacted]
Bio Green, Inc.