Love Irrigation, Inc.

We were contacted for a service call on an existing irrigation system to locate and repair a valve in Zone and inspect and adjust the system for accurate water coverageAt that time, the customer was informed of our billing rate and billing proceduresThe following is the work performed and
observations of the technician In Zone 1, the technician located a broken spray headHe replaced the spray head and added a riser extension to adjust the spray for better coverageIn Zone 2, the technician noted proper operation and appropriate coverageIn Zone 3, the technician was tasked with locating a faulty valveThis involves walking the Zone area with a valve locator wand, and it can take some time to locate the valveOur technician located and replaced the valve; Zone was now in proper working orderZone was properly operating with appropriate coverageIn Zone 5, the technician adjusted the heads for better coverageZone was found to be properly operating with appropriate coverageThe controller was set to run the system on Sundays and Wednesdays at 4:30amWe are sorry to hear of the additional issues with the systemWhen water pressure is not at the appropriate level, evidence of additional issues may not present until water pressure is restored throughout the systemWe stand behind our products and our installationsWe cannot determine if the additional problem is with the work we did or with the products installed by the original company without returning to the homeIf it is the latter, it is considered an additional service call and not a warranty on workThe system was working properly when the technician left the homeWe made attempts to explain this to the customer, but the customer was not satisfiedThe customer then stated they would contact another irrigation companyIt is unfortunate that we are unable to accurately estimate how long certain repairs will takeHowever, that is the nature of the irrigation business since the majority of the system is in the ground and unable to be seenThe system was in proper working order when our technician leftThe signed call slip signifies an acceptance of the service performed, it was to the customer's satisfaction, and the equipment was left in good conditionThe bill is not inflatedIt reflects the work performed by our technician and is due in full

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.
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:I am rejecting this response because: First, I have no problem paying a bill that I owe, if the system worked!! Let me address each one of the issues set forth in Love Irrigation's response tomy complaint.I am fully aware it took time to locate the valve in zone 3. I also understand it took time to repair/replace said valve. The basis for my complaint is that the work that I asked the technicians to complete was not done and what was done was not done properly. The original problem was that the sprinklers in zone 1 would not stop running AFTER the system was turned off. This was explained fully to the technicians.I asked them to repair that issue. I also asked them THREE times (and my wife asked them a 4th time as she left for work) to walk each zone and check each sprinkler for leaks and to ensure that each sprinklers were vertical as they came out of the ground. We knew we had some leaking heads and some of the sprinklers needed adjusting. The one head that was referred to in Love Irrigation's response to our complaint that was "found by the technician and replaced", he didn't FIND anything. I pointed it out to him. It is located in zone 1 behind a bush in front of our garage window. As a matter of fact, the technicians were wrapping up and I AGAIN asked the technician (this was twice I had called his attention to said sprinkler) if he could replace the sprinkler and his response was "if you would like me too", so he didn't FIND anything. Now, lets talk about the back yard. When the technicians left, I let our dogs out in the back yard. We have a very small back yard. THE GRASS WAS NOT WET, NOR WAS OUR FENCE, clearly indicating that the system was not run in the back yard, nor were sprinklers checked and adjusted, as I requested FOUR times. Now, when we attempted to use the system on Sunday, ZONE 3 DID NOT POP UP. We turned the system on and off several times and it never worked. This was less than 36 hours after the technicians left. Zone 3 worked perfectly fine until Love Irrigation "worked" on the system. This is also when we discovered the THREE LEAKING HEADS that, according to Love, the technicians checked. With respect to the technicians checking each zone and adjusting each sprinkler head, they clearly and obviously did not do so or they would have found the THREE heads that were pouring water out from around the base in ZONES 4 AND 5 (1 leaking in zone 4 and 2 in zone 5). It has been a week and a half and I cannot use my irrigation system. I called Love Irrigation on Tuesday, May 31, at 7:39 am and spoke to Amber, at which time I explained the problem we were having and asked that someone please give me a call, that I was not very happy. She said she would have someone (the owner) call me. When we had not heard from anyone by 1:30, my wife called and got the run around from Amber. My wife explained that we had called at 7:39 in the morning. When my wife finally talked to [redacted] and explained the problems we were having, [redacted]'s response was defensive in nature, further stating that there would be an ADDITIONAL CHARGE to come back out to assess the situation and get the system functioning properly. As far as my signature on the work order,I, as a consumer, expect in GOOD FAITH that the work that is reflected on the work order was done and DONE PROPERLY. I am disabled. I have muscular dystrophy and cannot walk. I did manage to go outside on several occasions to see how things were going while the technicians were here. It is in no way reasonable to expect the customer, let alone one who cannot walk to go behind the technicians and self inspect their work. One would think that Love Irrigation would warranty their work, if not for 30 days, at least 4 days. I have been presented with a $377.00 bill for payment for repairs to an irrigation system that does not work.  Regards,[redacted]
Regards,
[redacted]

When we originally spoke with Mrs. [redacted], we offered to come back out and assess the problem. We explained that it may, or may not, be an additional charge. We would not know until we were able to examine the system further. At this point, Mrs. [redacted] told [redacted] she would be contacting another irrigation company to resolve the problem with their irrigation system. In order to avoid creating further distress for Mr. and Mrs. [redacted], we will not return to their home and will write off their balance with our company. We encourage them to contact another irrigation company for any future needs they may have since we were unable to satisfy them as a customer.

Complaint: [redacted]
I am rejecting this response because:
I am rejecting this response because:
 
First, I have no problem paying a bill that I owe, if the system worked!! Let me address each one of the issues set forth in Love Irrigation's response tomy complaint.
I am fully aware it took time to locate the valve in zone 3. I also understand it took time to repair/replace said valve. The basis for my complaint is that the work that I asked the technicians to complete was not done and what was done was not done properly. The original problem was that the sprinklers in zone 1 would not stop running AFTER the system was turned off. This was explained fully to the technicians.I asked them to repair that issue. I also asked them THREE times (and my wife asked them a 4th time as she left for work) to walk each zone and check each sprinkler for leaks and to ensure that each sprinklers were vertical as they came out of the ground. We knew we had some leaking heads and some of the sprinklers needed adjusting. The one head that was referred to in Love Irrigation's response to our complaint that was "found by the technician and replaced", he didn't FIND anything. I pointed it out to him. It is located in zone 1 behind a bush in front of our garage window. As a matter of fact, the technicians were wrapping up and I AGAIN asked the technician (this was twice I had called his attention to said sprinkler) if he could replace the sprinkler and his response was "if you would like me too", so he didn't FIND anything. Now, lets talk about the back yard. When the technicians left, I let our dogs out in the back yard. We have a very small back yard. THE GRASS WAS NOT WET, NOR WAS OUR FENCE, clearly indicating that the system was not run in the back yard, nor were sprinklers checked and adjusted, as I requested FOUR times. Now, when we attempted to use the system on Sunday, ZONE 3 DID NOT POP UP. We turned the system on and off several times and it never worked. This was less than 36 hours after the technicians left. Zone 3 worked perfectly fine until Love Irrigation "worked" on the system. This is also when we discovered the THREE LEAKING HEADS that, according to Love, the technicians checked. With respect to the technicians checking each zone and adjusting each sprinkler head, they clearly and obviously did not do so or they would have found the THREE heads that were pouring water out from around the base in ZONES 4 AND 5 (1 leaking in zone 4 and 2 in zone 5). It has been a week and a half and I cannot use my irrigation system. I called Love Irrigation on Tuesday, May 31, at 7:39 am and spoke to Amber, at which time I explained the problem we were having and asked that someone please give me a call, that I was not very happy. She said she would have someone (the owner) call me. When we had not heard from anyone by 1:30, my wife called and got the run around from Amber. My wife explained that we had called at 7:39 in the morning. When my wife finally talked to [redacted] and explained the problems we were having, [redacted]'s response was defensive in nature, further stating that there would be an ADDITIONAL CHARGE to come back out to assess the situation and get the system functioning properly. As far as my signature on the work order,I, as a consumer, expect in GOOD FAITH that the work that is reflected on the work order was done and DONE PROPERLY. I am disabled. I have muscular dystrophy and cannot walk. I did manage to go outside on several occasions to see how things were going while the technicians were here. It is in no way reasonable to expect the customer, let alone one who cannot walk to go behind the technicians and self inspect their work. One would think that Love Irrigation would warranty their work, if not for 30 days, at least 4 days. I have been presented with a $377.00 bill for payment for repairs to an irrigation system that does not work.
 
 Regards,
[redacted]
Regards,
[redacted]

When we originally spoke with Mrs. [redacted], we offered to come back out and assess the problem. We explained that it may, or may not, be an additional charge. We would not know until we were able to examine the system further. At this point, Mrs. [redacted] told [redacted] she would be contacting another irrigation company to resolve the problem with their irrigation system. 
In order to avoid creating further distress for Mr. and Mrs. [redacted], we will not return to their home and will write off their balance with our company. We encourage them to contact another irrigation company for any future needs they may have since we were unable to satisfy them as a customer.

We were contacted for a service call on an existing irrigation system to locate and repair a valve in Zone 3 and inspect and adjust the system for accurate water coverage. At that time, the customer was informed of our billing...

rate and billing procedures. The following is the work performed and observations of the technician.  In Zone 1, the technician located a broken spray head. He replaced the spray head and added a riser extension to adjust the spray for better coverage. In Zone 2, the technician noted proper operation and appropriate coverage. In Zone 3, the technician was tasked with locating a faulty valve. This involves walking the Zone area with a valve locator wand, and it can take some time to locate the valve. Our technician located and replaced the valve; Zone 3 was now in proper working order. Zone 4 was properly operating with appropriate coverage. In Zone 5, the technician adjusted the heads for better coverage. Zone 6 was found to be properly operating with appropriate coverage. The controller was set to run the system on Sundays and Wednesdays at 4:30am. We are sorry to hear of the additional issues with the system. When water pressure is not at the appropriate level, evidence of additional issues may not present until water pressure is restored throughout the system. We stand behind our products and our installations. We cannot determine if the additional problem is with the work we did or with the products installed by the original company without returning to the home. If it is the latter, it is considered an additional service call and not a warranty on work. The system was working properly when the technician left the home. We made attempts to explain this to the customer, but the customer was not satisfied. The customer then stated they would contact another irrigation company. It is unfortunate that we are unable to accurately estimate how long certain repairs will take. However, that is the nature of the irrigation business since the majority of the system is in the ground and unable to be seen. The system was in proper working order when our technician left. The signed call slip signifies an acceptance of the service performed, it was to the customer's satisfaction, and the equipment was left in good condition. The bill is not inflated. It reflects the work performed by our technician and is due in full.