Initial Business Response / [redacted] (1000, 5, 2015/07/03) */ Service work is NOT included in the START-UP! A staconsists of: Turn - on the water Set the Vacuum breaker Program the controller Adjust heads Check rain sensor check for leaks This was done both years, and as you stated in your letter hour later there was a problem, That is service work! not start-up! Bingo staDone!!! Now you want us to come out and complete the job, (service work) which we did, and you complain about, BUT you wanted us to complete it! which we did, This is bogus and we will summit our papers for small claims court! for non-payment and advise other companies to stay away you!! Good Luck finding another company Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) We really appreciate hearing what constitutes a staprocess and what a service call isThat type of communication at any point during this process would have been helpfulI don't believe we would be at this place of contention if the business openly communicated to us on any one of the phone calls, face to face calls what we should expect and what our choices wereEach time we called to share that the system wasn't functioning after start up procedure, it wasn't explained to us that a functioning system should not be expected as a part of staprocedure and a service call was neededEach time they would tell us they would come out and complete it/fix it, and each time we would call back and share that it still wasn't fixedThey would then come back, never explaining it was going to be an extra service call - 1st year it took additional times on top of staand additional invoices and it was finally fixedEach time, we were told it was fixedEach time, there was no mention the staincluded doing these things and anything additional even if the system wasn't functioning when they left was not includedThis last instance, where the entire system was replaced, no communication on what it would take to "fix" the problem was presented to usNo discussion, no phone call or knock on the door because they were at our house did they to present choices of what would be needed to fix the systemThere was no approval given by us to replace the system that would cost over $The only communication received was after the fact, after it was done and a bill was sentThere was a document left at the house and nowhere on the document did it state, we replaced your whole systemWhen my husband called after receiving the invoice, and expressed our surprise, frustration and disappointmentHe asked why we weren't talked to about this before it happened and when he stopped to talk to you in the garage about how things were going? Jim couldn't or wouldn't answer but would only ask, what do you want done about it? We wanted our old system install and he said he would do thatMy husband asked several times, you really have all of the parts and it will be put back to the condition it was in? Jim each time replied yes and confirmed he would be about the following Monday to put our old system back inJim stated each time on the phone that he would be out, he had our old parts and would be replacing it the following MondayImagine our surprise when they didn't come out the following Monday, no call or any contact to share that he wouldn't be outHe didn't have our old parts and he wasn't coming out to do the work he said he would on the phoneHe just said that to get us off the phone hoping we would just go away and pay the billsAgain, no communicationSimple communication, a phone call could have solved this, but it wasn'tAs a customer, I don't know this business, so simple communication and explanations would be expected on what it will take to fix and that wasn't provided Final Business Response / [redacted] (1000, 11, 2015/07/31) */ we have responded already, they wanted it fixed! we fixed it! now they are complaining
Initial Business Response / [redacted] (1000, 5, 2015/07/03) */ Service work is NOT included in the START-UP! A staconsists of: Turn - on the water Set the Vacuum breaker Program the controller Adjust heads Check rain sensor check for leaks This was done both years, and as you stated in your letter hour later there was a problem, That is service work! not start-up! Bingo staDone!!! Now you want us to come out and complete the job, (service work) which we did, and you complain about, BUT you wanted us to complete it! which we did, This is bogus and we will summit our papers for small claims court! for non-payment and advise other companies to stay away you!! Good Luck finding another company Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) We really appreciate hearing what constitutes a staprocess and what a service call isThat type of communication at any point during this process would have been helpfulI don't believe we would be at this place of contention if the business openly communicated to us on any one of the phone calls, face to face calls what we should expect and what our choices wereEach time we called to share that the system wasn't functioning after start up procedure, it wasn't explained to us that a functioning system should not be expected as a part of staprocedure and a service call was neededEach time they would tell us they would come out and complete it/fix it, and each time we would call back and share that it still wasn't fixedThey would then come back, never explaining it was going to be an extra service call - 1st year it took additional times on top of staand additional invoices and it was finally fixedEach time, we were told it was fixedEach time, there was no mention the staincluded doing these things and anything additional even if the system wasn't functioning when they left was not includedThis last instance, where the entire system was replaced, no communication on what it would take to "fix" the problem was presented to usNo discussion, no phone call or knock on the door because they were at our house did they to present choices of what would be needed to fix the systemThere was no approval given by us to replace the system that would cost over $The only communication received was after the fact, after it was done and a bill was sentThere was a document left at the house and nowhere on the document did it state, we replaced your whole systemWhen my husband called after receiving the invoice, and expressed our surprise, frustration and disappointmentHe asked why we weren't talked to about this before it happened and when he stopped to talk to you in the garage about how things were going? Jim couldn't or wouldn't answer but would only ask, what do you want done about it? We wanted our old system install and he said he would do thatMy husband asked several times, you really have all of the parts and it will be put back to the condition it was in? Jim each time replied yes and confirmed he would be about the following Monday to put our old system back inJim stated each time on the phone that he would be out, he had our old parts and would be replacing it the following MondayImagine our surprise when they didn't come out the following Monday, no call or any contact to share that he wouldn't be outHe didn't have our old parts and he wasn't coming out to do the work he said he would on the phoneHe just said that to get us off the phone hoping we would just go away and pay the billsAgain, no communicationSimple communication, a phone call could have solved this, but it wasn'tAs a customer, I don't know this business, so simple communication and explanations would be expected on what it will take to fix and that wasn't provided Final Business Response / [redacted] (1000, 11, 2015/07/31) */ we have responded already, they wanted it fixed! we fixed it! now they are complaining