Initial Business Response / [redacted] (1000, 8, 2016/02/18) */ After review of the circumstances involved regarding the outstanding balance on ***'s acount it appears a fair amount of time has elapsed from the time of serviceAs a result the dtails are not clear to what actually transpiredAs a result we will be crediting ***'s account for the outstanding balanceThanks for your business let us know if we can haelp in the future Sincerely Dave [redacted] President
*** *** was schedule for winterizing on 11-8-Jeff ***, yr. tech was scheduled for ***'s irrigation system. Forecast was for nighttime temperatures to be as low as degrees from 11-5-2017 -11-15-As a courtesy to ***
***, Jeff *** called ahead explaining the cold weather could damage the systemWe asked *** to turn the water off and wrap a blanket around the back flow. Proturf starts calling customers in Early September for scheduling irrigation system winterizingSome customers do accept early winterizing however the majority wait until mid to late October for Winterizing***'s history for winterization is, as early as 10-14-and as late as 11-21-2013. Jeff *** arrived on the 8th of Novhe saw *** had wrapped a blanket around the backflowJeff attempted to, winterize the system however it was frozeHe knocked on the door and asked *** for hot waterJeff poured hot water over the exposed plumbingThis was not effectiveHe removed the top of the back flow and the interior parts of the backflowHe poured hot water into the backflow eventually thawing it out and successfully winterizing the system and saving *** additional damage. The system was froze upon arrival to ***'s homeWe schedule 30-minutes on site for each winterizationJeff was at ***'s home for almost hours. As a courtesy to *** we did not charge for the additional time to winterizeThe damage was done when we arrivedThe overnight temps for the days after *** winterization were well below degrees with the exception of or nights not reaching freezingWaiting longer to winterize the system would only expose it to greater periods of freezing temperatures resulting in greater damage. Jeff *** was considerate, called ahead explaining the risk of impending weather, walked *** through the damage he found when on site and spent twice as much time as we charged him winterizing his system. Sincerely *** ***Owner
I am rejecting this response because:I placed separate calls to Rachael who each time said she would forward the message and was surprised that I hadn't received a call back specifically mentioning someone named JeffObviously, she or someone threw the request for call backs away. Since this is now a he said/she said issue and I have no way to prove I made the calls I give up.By the way, I was never given a September winterization dateI always took the earliest date I could getI think someone is not being truthful with the owner but they're his employees so he can decide what or who he wants to believe.Please forward this to the owner and then you can close the accountI'll use social media to let others know of the I problems I've had with this company.Thanks for your help
I spoke to *** *** regarding his irrigation systemOur service tech David stated to the *** there system was improperly blown out in the fall of when he attempted to start thier system in May of Unfortunately Davids statement was not trueDavid did not speak to the service
techthat blew out the system and did not ivestigate in detail which he should haveThe ***' s system was properly blown out. After I spoke with our service Tech Mike, who serviced the ***'s system in the fall of 2015 we realized the plumbing going into the house for the water supply was not properly back drainedA plumber was sent and made the repairs on May of This was all conveyed by phone call to *** *** on May 16.The *** system is scheduled for a start up on June 2nd.Dave ***President Professional Turf Inc
I appreciate the feedback and respect Mr*** decisionI was never requested by my office, voicemail or email to contactMr*** The only prior knowledge I had prior to the Revdex.com contact was from Jeff *** our service tech that said I may get a callOur customers are serviced by our field staff in this case Jeff *** and follow up regarding a service visit is done by the same service tech Jeff ***It was also brought to my attention today from Rachel in our office when Mr*** called Jeff *** returned that callWe do irrigation system winterization from September to November 17thWe had full days of winterization in the City of Bloomington in time frameWe winterized 15 Accounts on November 8th additional Bloomington locationsWe had two with damage when we arrivedUnfortunately this can happenWe accept call ins from customers during the entire winterization season and try to fill the days out in the same city by calling with our staff. All of the days between September 15th to November are available to Mr*** The earlier the contact the more available the schedule
Initial Business Response /* (1000, 6, 2015/10/29) */
Rsponse is attached
October 29, 2015
Revdex.com of Minnesota North Dakota
I received a complaint from The Revdex.com on October 23 2015 regarding problems [redacted] expressed in his letter to the Revdex.com. I called at that...
time and left a message on [redacted]’s cell phone apologizing for how he was misdirected to who should help him with his problem. I also stated I would get back to him and may need to stop by his house and review what occurred.
After reviewing [redacted]’s complaint and talking with Randy our field tech, and Marianne our office
Staff, I can offer the following information:
Randy did meet [redacted] for the scheduled appointment at 10:00 am on October 9th 2015.
[redacted] did walk Randy through the house and did show Randy the shut off valves to the outdoor garden hose faucets mounted to the exterior walls of the [redacted] home.
At that time Randy explained to [redacted] we only service the outdoor underground irrigation system for winterization. We do not service garden hose faucets, they are not part of the system. [redacted] stated we had done them the past three years. Randy again stated we do not do them and did explain to [redacted] how he could do it himself. Randy also stated at to [redacted] he would need to talk to the boss if he wanted us the service his garden hose faucets
Randy shut off the valve in the home that supplied water to the mainline of the underground irrigation system. He blew all of the water out of the systems and left the home.
At no time did Randy come in contact with any plumbing in the [redacted] home other than one valve
for the irrigation system mainline. This valve shares the same water supply, but is independent to the operation of any other plumbing in the [redacted] home.
It is the Policy of Professional Turf Inc. to not drain garden hose faucets or any other portion of the plumbing no related to the sprinkler system. To only service the lawn sprinkler system, Randy followed company policy.
Our irrigation staff is trained in irrigation systems no interior home plumbing systems.
Marianne has worked here 6 months, and took the first call for [redacted]. In her effort to be helpful she said Jeff was in charge of residential irrigation which he is not. Our irrigation field staff does not have desk phones, because they are out in the field. We are able to transfer direct to their cell phone for service. [redacted] did eventually speak to Randy the service tech that did go to his home.
We will provide the system winterization at no charge to [redacted] for his difficulty in getting in touch with us.
I would also be happy to review the process Randy went through winterizing the [redacted] irrigation system with [redacted], Randy and a plumber if the [redacted] desires.
However based on Randy’s account of what he did for service at the [redacted] home, which is consistent with company policy, the other homes he has done for the past 9 irrigation seasons, we don’t believe we had anything to do with the interior water issues. We turned off 1 vale in the home.
Were sorry for the inconvenience this may have caused and look forward to your response.
Sincerely
Dave [redacted]
President
Initial Consumer Rebuttal /* (3000, 8, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business' response is incorrect and it is obvious that the president is not familiar with the plumbing in the home. The sprinkler system and the exterior garden faucets do not share the same shut off, and there are individual valves controlling the two exterior faucets. There is a total of three shut off valves, only one of which is necessary to winterize the sprinklers. All of the valves were shut off by the technician.
The technician did, in fact, turn the valves to the exterior faucets off, and opened the bleeder caps on said valves. One of said valves is located in my basement bathroom. When he could not reach the valve, I personally retrieved my personal step ladder so he could do so. The statement that the technician did not come in contact with any plumbing is blatantly false. This valve located in the bathroom ceiling has nothing to do with the sprinkler system.
I agree that the technician explained to me that he believed that the Company did not normally turn off the exterior faucets, however, when I explained to him the Company had done it in the past (Jeff did it last year), he did not state I needed to call the office nor, did he discuss how to do it myself. He turned the valves off, opened the bleeder caps, and left the home.
I completely reject the offer to complete the winterization free of charge. The Company did provide that service and it has value. I do still request compensation for the damage done to my basement bathroom, as per the Company's response, the technician clearly violated Company policy as well as did not take reasonable due care in making sure the valves he did turn off were not leaking before he left.
Final Business Response /* (1000, 12, 2015/11/13) */
In response to [redacted] second response to me I am reiterating what I previously stated.
The [redacted] home has one water source coming into the home.
It supplies water to all uses in the home, the irrigation system and the outdoor garden hose faucets.
The irrigation mainline shut off is independent from the other shut offs for various water needs in the home or outdoor garden hose faucets.
This means you can shut off the irrigation mainline with one valve and winterize the system. It does not matter if the outdoor garden hose faucets shut off and drained or not.
Randy stated we do not turn off or drain outdoor faucets. [redacted] said [redacted] from [redacted] did it last year and he may have; however it is our policy that he doesn't service anything but the irrigation system.
Randy did not touch any valves apparatus or plumbing related to the garden hose faucets. He turned one valve off, the irrigation mainline valve that's it.
Randy has worked at Proturf since 2007. He has had one incident involving additional plumbing valves in a home not related to an irrigation system. Since 2011 It has been company policy to service irrigation systems only
Randy's prior experience before coming to work for Proturf was an airline mechanic. He was a federally licensed airline mechanic for 26 years. An airline mechanic has to be 100% sure of his actions at all times in order to keep an aircraft in the air. He cannot think he may have or have not done something in his repair process.
This training is evidenced everyday by his attention to detail and thoroughness in his work.
Randy stated to me again today he turned one valve off and refused to get involved with the plumbing for the outdoor faucets at the [redacted] home. He did offer instructions on how to and that's all.
I believe Randy to be trustworthy, honest and his assessment of the situation.
Therefore my original offer is all I have to offer .Provide winterization at no charge, a walk through with a plumber if the [redacted] finds that beneficial. I do not believe we had anything to do with [redacted]'s bathroom damage what so ever.
As a business owner I need to take into consideration all of the information available and make a decision accordingly which I believe I have.
Sincerely
Dave [redacted]
President
Initial Business Response /* (1000, 8, 2016/02/18) */
After review of the circumstances involved regarding the outstanding balance on [redacted]'s acount
it appears a fair amount of time has elapsed from the time of service. As a result the dtails are not clear to what actually transpired. As a result...
we will be crediting [redacted]'s account for the outstanding balance. Thanks for your business let us know if we can haelp in the future.
Sincerely Dave [redacted] President
Initial Business Response / [redacted] (1000, 8, 2016/02/18) */ After review of the circumstances involved regarding the outstanding balance on ***'s acount it appears a fair amount of time has elapsed from the time of serviceAs a result the dtails are not clear to what actually transpiredAs a result we will be crediting ***'s account for the outstanding balanceThanks for your business let us know if we can haelp in the future Sincerely Dave [redacted] President
*** *** was schedule for winterizing on 11-8-Jeff ***, yr. tech was scheduled for ***'s irrigation system. Forecast was for nighttime temperatures to be as low as degrees from 11-5-2017 -11-15-As a courtesy to ***
***, Jeff *** called ahead explaining the cold weather could damage the systemWe asked *** to turn the water off and wrap a blanket around the back flow. Proturf starts calling customers in Early September for scheduling irrigation system winterizingSome customers do accept early winterizing however the majority wait until mid to late October for Winterizing***'s history for winterization is, as early as 10-14-and as late as 11-21-2013. Jeff *** arrived on the 8th of Novhe saw *** had wrapped a blanket around the backflowJeff attempted to, winterize the system however it was frozeHe knocked on the door and asked *** for hot waterJeff poured hot water over the exposed plumbingThis was not effectiveHe removed the top of the back flow and the interior parts of the backflowHe poured hot water into the backflow eventually thawing it out and successfully winterizing the system and saving *** additional damage. The system was froze upon arrival to ***'s homeWe schedule 30-minutes on site for each winterizationJeff was at ***'s home for almost hours. As a courtesy to *** we did not charge for the additional time to winterizeThe damage was done when we arrivedThe overnight temps for the days after *** winterization were well below degrees with the exception of or nights not reaching freezingWaiting longer to winterize the system would only expose it to greater periods of freezing temperatures resulting in greater damage. Jeff *** was considerate, called ahead explaining the risk of impending weather, walked *** through the damage he found when on site and spent twice as much time as we charged him winterizing his system. Sincerely *** ***Owner
I am rejecting this response because:I placed separate calls to Rachael who each time said she would forward the message and was surprised that I hadn't received a call back specifically mentioning someone named JeffObviously, she or someone threw the request for call backs away. Since this is now a he said/she said issue and I have no way to prove I made the calls I give up.By the way, I was never given a September winterization dateI always took the earliest date I could getI think someone is not being truthful with the owner but they're his employees so he can decide what or who he wants to believe.Please forward this to the owner and then you can close the accountI'll use social media to let others know of the I problems I've had with this company.Thanks for your help
I spoke to *** *** regarding his irrigation systemOur service tech David stated to the *** there system was improperly blown out in the fall of when he attempted to start thier system in May of Unfortunately Davids statement was not trueDavid did not speak to the service
techthat blew out the system and did not ivestigate in detail which he should haveThe ***' s system was properly blown out. After I spoke with our service Tech Mike, who serviced the ***'s system in the fall of 2015 we realized the plumbing going into the house for the water supply was not properly back drainedA plumber was sent and made the repairs on May of This was all conveyed by phone call to *** *** on May 16.The *** system is scheduled for a start up on June 2nd.Dave ***President Professional Turf Inc
I appreciate the feedback and respect Mr*** decisionI was never requested by my office, voicemail or email to contactMr*** The only prior knowledge I had prior to the Revdex.com contact was from Jeff *** our service tech that said I may get a callOur customers are serviced by our field staff in this case Jeff *** and follow up regarding a service visit is done by the same service tech Jeff ***It was also brought to my attention today from Rachel in our office when Mr*** called Jeff *** returned that callWe do irrigation system winterization from September to November 17thWe had full days of winterization in the City of Bloomington in time frameWe winterized 15 Accounts on November 8th additional Bloomington locationsWe had two with damage when we arrivedUnfortunately this can happenWe accept call ins from customers during the entire winterization season and try to fill the days out in the same city by calling with our staff. All of the days between September 15th to November are available to Mr*** The earlier the contact the more available the schedule
Initial Business Response /* (1000, 6, 2015/10/29) */
Rsponse is attached
October 29, 2015
Revdex.com of Minnesota North Dakota
I received a complaint from The Revdex.com on October 23 2015 regarding problems [redacted] expressed in his letter to the Revdex.com. I called at that...
time and left a message on [redacted]’s cell phone apologizing for how he was misdirected to who should help him with his problem. I also stated I would get back to him and may need to stop by his house and review what occurred.
After reviewing [redacted]’s complaint and talking with Randy our field tech, and Marianne our office
Staff, I can offer the following information:
Randy did meet [redacted] for the scheduled appointment at 10:00 am on October 9th 2015.
[redacted] did walk Randy through the house and did show Randy the shut off valves to the outdoor garden hose faucets mounted to the exterior walls of the [redacted] home.
At that time Randy explained to [redacted] we only service the outdoor underground irrigation system for winterization. We do not service garden hose faucets, they are not part of the system. [redacted] stated we had done them the past three years. Randy again stated we do not do them and did explain to [redacted] how he could do it himself. Randy also stated at to [redacted] he would need to talk to the boss if he wanted us the service his garden hose faucets
Randy shut off the valve in the home that supplied water to the mainline of the underground irrigation system. He blew all of the water out of the systems and left the home.
At no time did Randy come in contact with any plumbing in the [redacted] home other than one valve
for the irrigation system mainline. This valve shares the same water supply, but is independent to the operation of any other plumbing in the [redacted] home.
It is the Policy of Professional Turf Inc. to not drain garden hose faucets or any other portion of the plumbing no related to the sprinkler system. To only service the lawn sprinkler system, Randy followed company policy.
Our irrigation staff is trained in irrigation systems no interior home plumbing systems.
Marianne has worked here 6 months, and took the first call for [redacted]. In her effort to be helpful she said Jeff was in charge of residential irrigation which he is not. Our irrigation field staff does not have desk phones, because they are out in the field. We are able to transfer direct to their cell phone for service. [redacted] did eventually speak to Randy the service tech that did go to his home.
We will provide the system winterization at no charge to [redacted] for his difficulty in getting in touch with us.
I would also be happy to review the process Randy went through winterizing the [redacted] irrigation system with [redacted], Randy and a plumber if the [redacted] desires.
However based on Randy’s account of what he did for service at the [redacted] home, which is consistent with company policy, the other homes he has done for the past 9 irrigation seasons, we don’t believe we had anything to do with the interior water issues. We turned off 1 vale in the home.
Were sorry for the inconvenience this may have caused and look forward to your response.
Sincerely
Dave [redacted]
President
Initial Consumer Rebuttal /* (3000, 8, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business' response is incorrect and it is obvious that the president is not familiar with the plumbing in the home. The sprinkler system and the exterior garden faucets do not share the same shut off, and there are individual valves controlling the two exterior faucets. There is a total of three shut off valves, only one of which is necessary to winterize the sprinklers. All of the valves were shut off by the technician.
The technician did, in fact, turn the valves to the exterior faucets off, and opened the bleeder caps on said valves. One of said valves is located in my basement bathroom. When he could not reach the valve, I personally retrieved my personal step ladder so he could do so. The statement that the technician did not come in contact with any plumbing is blatantly false. This valve located in the bathroom ceiling has nothing to do with the sprinkler system.
I agree that the technician explained to me that he believed that the Company did not normally turn off the exterior faucets, however, when I explained to him the Company had done it in the past (Jeff did it last year), he did not state I needed to call the office nor, did he discuss how to do it myself. He turned the valves off, opened the bleeder caps, and left the home.
I completely reject the offer to complete the winterization free of charge. The Company did provide that service and it has value. I do still request compensation for the damage done to my basement bathroom, as per the Company's response, the technician clearly violated Company policy as well as did not take reasonable due care in making sure the valves he did turn off were not leaking before he left.
Final Business Response /* (1000, 12, 2015/11/13) */
In response to [redacted] second response to me I am reiterating what I previously stated.
The [redacted] home has one water source coming into the home.
It supplies water to all uses in the home, the irrigation system and the outdoor garden hose faucets.
The irrigation mainline shut off is independent from the other shut offs for various water needs in the home or outdoor garden hose faucets.
This means you can shut off the irrigation mainline with one valve and winterize the system. It does not matter if the outdoor garden hose faucets shut off and drained or not.
Randy stated we do not turn off or drain outdoor faucets. [redacted] said [redacted] from [redacted] did it last year and he may have; however it is our policy that he doesn't service anything but the irrigation system.
Randy did not touch any valves apparatus or plumbing related to the garden hose faucets. He turned one valve off, the irrigation mainline valve that's it.
Randy has worked at Proturf since 2007. He has had one incident involving additional plumbing valves in a home not related to an irrigation system. Since 2011 It has been company policy to service irrigation systems only
Randy's prior experience before coming to work for Proturf was an airline mechanic. He was a federally licensed airline mechanic for 26 years. An airline mechanic has to be 100% sure of his actions at all times in order to keep an aircraft in the air. He cannot think he may have or have not done something in his repair process.
This training is evidenced everyday by his attention to detail and thoroughness in his work.
Randy stated to me again today he turned one valve off and refused to get involved with the plumbing for the outdoor faucets at the [redacted] home. He did offer instructions on how to and that's all.
I believe Randy to be trustworthy, honest and his assessment of the situation.
Therefore my original offer is all I have to offer .Provide winterization at no charge, a walk through with a plumber if the [redacted] finds that beneficial. I do not believe we had anything to do with [redacted]'s bathroom damage what so ever.
As a business owner I need to take into consideration all of the information available and make a decision accordingly which I believe I have.
Sincerely
Dave [redacted]
President
Initial Business Response /* (1000, 8, 2016/02/18) */
After review of the circumstances involved regarding the outstanding balance on [redacted]'s acount
it appears a fair amount of time has elapsed from the time of service. As a result the dtails are not clear to what actually transpired. As a result...
we will be crediting [redacted]'s account for the outstanding balance. Thanks for your business let us know if we can haelp in the future.
Sincerely Dave [redacted] President