Superior Landscape & Irrigation

Initial Business Response / [redacted] (1000, 5, 2015/01/17) */ Mr [redacted] has been a customer of Superior Landscape & Irrigation for approximately year so we are saddened that this instance has occurredWe are a Revdex.com A+ rated business a currently have no other negative reportsWe service almost customers every year and our goal is to provide great customer serviceWe also expect that our customers compensate us for the services we performWe work hard to ensure our customers have a pleasant experienceWe have full time office personnel to answer phones and schedule appointments as well as experienced, trained and seasoned field technicians to give our customers a quality solution to their needsAll of our service vans are fully stocked with parts so most often the technicians can complete the repairs or additions without needing to charge the customer for additional drive time to supply houses to purchase parts, which is the industry standard if parts are neededIn this instance, all parts used were in the van's inventory and the technician was able to complete the repairs without leaving the job site Mr [redacted] did call our office and originally spoke to our office Manager, [redacted] The following statement is from [redacted] " I do remember talking on the phone with Mr [redacted] Mr [redacted] called me and said that we did projects for him a few years ago and there is now a leak in the irrigation line under the stairsI said I would send [redacted] outHe never said he wanted an estimate for how much it would cost to fix it, he said there was a leak and I said we could get someone out there." The technician that was scheduled for the repairs was actually our irrigation manager *** [redacted] went out to complete the repairs on August 4th, Upon arriving, [redacted] ran through the irrigation system and diagnosed the issues [redacted] then went to the door and confirmed that it was ok to completed the repairs with and adult individual who was home at the houseIt is our company policy to try to make contact with our customers prior to doing any work, even though Mr [redacted] did not ask for an estimate when he called to schedule the serviceMr [redacted] did also confirm that our technician did indeed talk to someone at the residence while on a call with our collection company The service work was technical and involved as our technician had to locate the leak, dig out under the steps to the deck (working in confined areas can take much longer), flush the irrigation lines to remove any debris that had made its way in and make repairs to the damaged line [redacted] also needed to flush out and clean a few of the heads that had collected debris from the broken lineAll of this was completed in only hoursThis type of repair could have taken much longer with a less experienced technician do to all that was involvedA bill was made in the office and sent out to the Mr [redacted] On September 11th, over month later from the service date, Mr [redacted] called into our office and again spoke directly with our office manager [redacted] and told her he did not want to pay the bill Mr [redacted] has told both [redacted] and the collection agent that he did not want to pay the fee because his "friend" could do it for much lessMr [redacted] also has told [redacted] and the collection agent that he was pleased and satisfied with the repairMr [redacted] was asked to pay the entire bill because we felt the charges were fair and proper The office continued with protocol for sending out statements and after days the bad debt was sent to collections The other item we would like to mention is that at no time was there any interest added to the invoiceThis is a company policy that any invoices over days old will be charged 1.5% interest per monthWe did not charge a late fee Once the collection company took over, Mr [redacted] tried to negotiate the fee and settle on $We did attempt to settle this as well and felt that if we could resolve this that a very reasonable offer of $would workWe also need to pay collection fees on this bad debt as well which come out of any collected moneys To recap, Mr [redacted] did not asked for an estimateMr [redacted] has admitted to the collection company that approval was given to our technician from an individual at the residenceMr [redacted] has told both [redacted] in our office and the collection company that he was pleased & satisfied with the work performed and that he just doesn't want to pay because his "friend" could do the work for less We feel we did everything up to and even above industry standardsWe are disappointed that this complaint has been submitted as we have quality service at standard prices in a reasonable amount of time and Mr [redacted] has chosen not to pay for the services he requested and received

Initial Business Response /* (1000, 5, 2015/01/17) */
Mr. [redacted] has been a customer of Superior Landscape & Irrigation for approximately 5 year so we are saddened that this instance has occurred. We are a Revdex.com A+ rated business a currently have no other negative reports. We service almost...

1000 customers every year and our goal is to provide great customer service. We also expect that our customers compensate us for the services we perform. We work hard to ensure our customers have a pleasant experience. We have full time office personnel to answer phones and schedule appointments as well as experienced, trained and seasoned field technicians to give our customers a quality solution to their needs. All of our service vans are fully stocked with parts so most often the technicians can complete the repairs or additions without needing to charge the customer for additional drive time to supply houses to purchase parts, which is the industry standard if parts are needed. In this instance, all parts used were in the van's inventory and the technician was able to complete the repairs without leaving the job site.
Mr. [redacted] did call our office and originally spoke to our office Manager, [redacted]. The following statement is from [redacted]. " I do remember talking on the phone with Mr. [redacted]. Mr. [redacted] called me and said that we did projects for him a few years ago and there is now a leak in the irrigation line under the stairs. I said I would send [redacted] out. He never said he wanted an estimate for how much it would cost to fix it, he said there was a leak and I said we could get someone out there."
The technician that was scheduled for the repairs was actually our irrigation manager [redacted]. [redacted] went out to complete the repairs on August 4th, 2014. Upon arriving, [redacted] ran through the irrigation system and diagnosed the issues. [redacted] then went to the door and confirmed that it was ok to completed the repairs with and adult individual who was home at the house. It is our company policy to try to make contact with our customers prior to doing any work, even though Mr. [redacted] did not ask for an estimate when he called to schedule the service. Mr. [redacted] did also confirm that our technician did indeed talk to someone at the residence while on a call with our collection company.
The service work was technical and involved as our technician had to locate the leak, dig out under the steps to the deck (working in confined areas can take much longer), flush the irrigation lines to remove any debris that had made its way in and make repairs to the damaged line. [redacted] also needed to flush out and clean a few of the heads that had collected debris from the broken line. All of this was completed in only 1.25 hours. This type of repair could have taken much longer with a less experienced technician do to all that was involved. A bill was made in the office and sent out to the Mr. [redacted].
On September 11th, 2014 over 1 month later from the service date, Mr. [redacted] called into our office and again spoke directly with our office manager [redacted] and told her he did not want to pay the bill.
Mr. [redacted] has told both [redacted] and the collection agent that he did not want to pay the fee because his "friend" could do it for much less. Mr. [redacted] also has told [redacted] and the collection agent that he was pleased and satisfied with the repair. Mr. [redacted] was asked to pay the entire bill because we felt the charges were fair and proper.
The office continued with protocol for sending out statements and after 120 days the bad debt was sent to collections.
The other item we would like to mention is that at no time was there any interest added to the invoice. This is a company policy that any invoices over 30 days old will be charged 1.5% interest per month. We did not charge a late fee.
Once the collection company took over, Mr. [redacted] tried to negotiate the fee and settle on $75. We did attempt to settle this as well and felt that if we could resolve this that a very reasonable offer of $100 would work. We also need to pay collection fees on this bad debt as well which come out of any collected moneys.
To recap, Mr. [redacted] did not asked for an estimate. Mr. [redacted] has admitted to the collection company that approval was given to our technician from an individual at the residence. Mr. [redacted] has told both [redacted] in our office and the collection company that he was pleased & satisfied with the work performed and that he just doesn't want to pay because his "friend" could do the work for less.
We feel we did everything up to and even above industry standards. We are disappointed that this complaint has been submitted as we have quality service at standard prices in a reasonable amount of time and Mr. [redacted] has chosen not to pay for the services he requested and received.