Layman Irrigation & Trenching

Review: Every time this company does work for us at the end of their workday, it's done in haste and shoddy. We then have to repair the work ourselves or call them back. The last thing they did was to replace the sprinkler head which they did in april. We just noticed that it has been leaking water the whole time because it wasn't installed correctly. When the office was called the woman answering the phone was short and rude and encouraged us to cancel our service with them. She would not let us talk to the owner. I think the owner should know how the phone person is talking to his customers and we want our money back for the service contract and the shoddy work on the sprinkler head. We're tired of being ripped off.

Business

Response:

16 July 2014

We have serviced the residence in question twenty seven times since 2007, Twenty two times for the former owner, and since the winter of 2012, five times for the current owner.

The current owners appointments are listed below:

10/12/12 9-11am Appointment time

4/17/13 2-4pm Appointment time

10/28/13 8am Appointment time

3/31/14 8am Appointment time

4/4/14 9-11am Appointment time

We have accommodated the customers schedule every time he has requested service.

The current owner has a pressure issue with his irrigation system that he created. He has added, on his own, heads to existing zones. We have tried on numerous occasions to explain this to him and he has on all of those occasions refused to believe it. Most of his problems with his system have come from his tinkering and he refuses to accept responsibility. We have spent time on a regular basis speaking with him over the phone, reprograming his controller, when he needed help. Some of those calls lasted over 30 minutes and he was never charged for this service.

On 1 July 2014, the customer called our office and proceeded to rant. Three office staff were present during the call and could hear his and the office managers conversation clearly. The office manager, who has dealt with him consistently, has a good understanding of his difficult personality. She has had a similar incident with him before, for which he called the next day and apologized to her. She tried to deal with him in a calm manner and he refused to let her talk. She attempted to get him to explain why he had called, but again he refused to let her talk. He then became abusive to the office manager. {Our company policy does not tolerate abusive language for crew or office staff.} She had to repeat his name over and over to get his attention. In a calm and direct manner she offered to send him back the unused portion of his contract. He had signed the contract in the early spring, which clearly states, no refunds after thirty days of a signed receipt. We have his signed contract on file. {Our company policy at this point is to refund any unused portion of the contract and sever ties with the customer.) He refused. She told him that this was company policy and the check was to be mailed out that afternoon. It was.

He continued to call the office repeatedly the rest of the afternoon in a harassing manner.

Later that day an email came from his wife requesting a call so she could speak to someone civilly, unlike her husband. I returned her call the next day, and she directly put her husband on the phone. I had a good conversation with him. He said he was sorry we wouldn't be working together anymore and he understood the reason why. I thought that was the end of it. Then I the following week I received the complaint letter from the Revdex.com.

On I July 2014 I contacted the customer again by phone and asked why he had escalated this issue when we had already resolved it. He emphatically told me he had never contacted the Revdex.com. I asked him if he had received his refund. Again he told me no. A few minutes later his wife told him, while still on the phone line, that she had received the refund, The check was cashed on 11 July 2014. The customer is no longer on our client list and I consider this matter closed.

Regards,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I read the response and the vendor was wrong. It wasn’t just the insults from his office girl, it was the rushed, shoddy work that was preformed by both the workers and the owner. They cancelled our contract and sent us the $75.00 refund for the fall maintenance but no refund for the last work that wasn’t done right. I think this should be published and maybe they’ll slow down and do the job right.