Natures Carpet Lawn Care Inc.

Last year when we went to do the sprinkler blowout, we discovered that another company had installed the back flow too close to the home to be able to hook up an air hose. The homeowner declined to have us do the repair because that week was not good for her (see voicemail below) The home owner...

never followed up to schedule the repair.    This year, the homeowner made no mention of the needed repair when booking the appointment (10/3), so we would assume that the repair would have already been done by someone else. (10/7/17) We sent our technician out to do a blowout and he discovered that the back flow was still too close to the house.     I ([redacted]) personally spoke with the husband who stated that he understands the problem and appreciated the effort that [redacted] was making. I then spoke with our technician ([redacted]) and instructed him on how to best safeguard the system to prevent it from the first freeze of the season that was coming the following day. (10/8)   Our tech was there for 26 minutes to do his best to protect their system. The homeowner was negligent in not repairing the system in order to do the blowout. A standard blowout usually takes 10-15 minutes.    We were compassionate last year to the homeowner and gave a full refund and 50% off spring services. We were compassionate again to the homeowner this year and had the technician take additional time to safeguard the system and offered a $25 credit for any additional services paid in full.     [redacted] 3:05PM GPS to 3:30PMGPS 0:26     Below are the notes that we have on the account. The first of which is direct from the voicemail, so it has some incorrect words.       Left VM with days - suggested she go to website to request appt.  Thursday | October 20, 2016 | 6:23 PM PDT | 54 seconds "Hi my name is [redacted]. You guys were at my house in September early October. My address is [redacted]. And I also left a voicemail a while ago but haven't heard back. You they were able to blow out my sprinklers and because there is an issue with the paper(?) being too close to the house and you guys are gonna repair it and I haven't heard back. I did pay for the full sprinkler blow out. Well either like to get a partial refund or get that scheduled because I don't like this week. Please give me a call back I'd appreciate it. My number is [redacted]. Thank you."     10/26/16  We did blowout and then discovered a repair. The repair never got on the schedule and the customer called in asking for a refund for being ignored. I gave her a full refund and then told her she could have a 50% discount on spring services because of the error.    10/12/17 $25 credit on any future service paid in full.

The company should have clarified that the repair was done.  I admit that we were both at fault for not discussing this when the appointment was made.  However, I was not negligent.  I am still requesting a 50% refund as I paid for services that were not completed. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Initial Business Response /* (1000, 18, 2015/09/19) */
[redacted],
Thank you for sending me the link to the complaint and the Revdex.com form. I have attached the updated information regarding the business.
I would request that the case be reopened since all correspondence had been sent to the previous...

business owner. Our office staff has been informed to ignore any calls for either of the previous owners and any mail addressed to them is forwarded or hand delivered.
I was the tech on this job and remember it well. Mr [redacted] was in need of two repairs. One was for what we refer to as a topper service which replaces all of the valve parts other than the bottom housing. The other part was for the pressure regulator valve. Each service costs $150 (total $300). I spoke with Mr [redacted] regarding the repair and he stated, "Do what you got to do."
The pressure regulator is not a common item to repair, so we often do not carry the part. Another trip was needed to get the job completed.
We do not provide itemized bills for any of our sprinkler repair work. Sherri [redacted] had contacted the office stating that, "it seems funny that both parts cost the same and all of my friends find it to be suspicious." [redacted] discounted the pressure regulator by half as an attempt to keep the customer happy. [redacted] and I have both worked for this business for over ten years and know the long time customers. The Gerards fall into this category We have sent several invoices and made many attempts to contact the home owners with no response.
This is simply coming down to a customer that approved work to be done and now does not want to pay the bill.
Thank you for your time to get this matter resolved,
[redacted] and [redacted]