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Address: 18863 Jewell Drive, Earlham, Iowa, United States, 50072
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Address: 18863 Jewell Drive, Earlham, Iowa, United States, 50072
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There is an outstanding water *** in the amount of $1,500 caused by the malfunction of a TimberPine Irrigation System
We recently purchased a new home with a TimberPine irrigation system installed. We moved in in June. We ran the irrigation system only for a few weeks during the summer before shutting it off. In September the main box in the yard malfunctioned resulting in the irrigation system dumping roughly 6000 gallons of water a day into our yard. It was a very rainy month in September so we did not notice the excess water in our yard. By the end of September we were notified by the water company of the irregular use of water. We immediately shut off the main that same day which stopped the flow of water leaking out into the yard. We contacted TimberPine who came out and investigated the root cause of the leak and found it was an issue with their main box in the yard. We've attempted to get a formal statement from TimberPine regarding the breakdown of the system which lead to the leak. TimberPIne has refused to provide us with this documentation.
At this point TimberPine has winterized the Irrigation system and has claimed they *** come back in the spring to fix the faulty system. We've attempted to work with TimberPine regarding the damages caused by the faulty system, damages being in the form of the excess water usage *** we've received due to the faulty irrigation system, with no luck. TimberPine is stating that we are 100% at fault for using the water when in fact we did not knowingly use the amount of water we're being billed for. The irrigation system had a fault that caused the system to open up which resulted in the water continuously running until we were notified by the water company.
We're requesting that TimberPine pay the *** for the excess water caused by the faulty irrigation system. The system is still under warranty and we feel that this is a matter that TimberPine should own up to as it was a directly caused by their equipment malfunctioning.
Thank you for bringing this issue to our attention. We were unaware of any outstanding issues with this homowner. We'd like to address a these issues, most importantly the warranty status of the system.
We installed the system in July of 2018. We have a one year warranty from the date of installation, which means the system was out of warranty July 18, 2019. We started up the system for the builder in June 2019 and ran through the entire system and found everything to be in working order.
The house was on the market for 11 months before it sold. I understand the homeowner's frustration since they have lived in the house for less than a year. They may have a one-year warranty with the builder based on their closing date, but our warranty is not extended simply because the house sat on the market for 11 months before being sold. At the time of the irrigation leak, the system was over it's one-year warranty.
The complaint states that the homeowner wants a formal statement regarding the breakdown of the system. It's my understanding that the cause of the leak was conveyed to both the builder and the homeowner on October 30th, one day after we were notified of the problem. We deteremined that a part in one of the irrigation boxes cracked. We never see this type of failure, so it's hard to determine what actually caused the part to fail. The system had been working fine for 14 months with no issues.
Below I've included notes from one of our employees who was on-site during the fix. As you can see below, the lawn hadn't been mowed in quite some time. We have pictures that show the length of the grass, and a short video of the irrigation box showing how much water was leaking and how loud the leak was. If the homeowner had been mowing the lawn weekly, they would have discovered the leak immediately because of the amount of water that was gushing out of the box. We don't feel responsible for the excessive water *** because 1) The system was out of warranty, 2) The homeowner should have discovered the leak when it occured, and 3) it's the owner's responsibility to mow their grass and monitor their irrigation system to insure it is working properly. We can't be responsible for excess water usage due to owner neglect. If a system has an issue, we *** fix it as soon as possible. To date, the homeowner still hasn't paid his *** for us winterizing the system. If he would like us to start his sytem up in the spring, we *** fix the part that was leaking at no charge even though the system is out of warranty.
Here is an approximate timeline of events per the original project manager for that property:
Karen *** Notes:
I was contacted by Zenith on Oct. 29(text message)
I called Donna on Oct 29th, Donna stated she had been trying to reach out to the homeowner. *** had left a message for her. I told Donna I thought it was an emergency & TimberPine needed to get someone out to his house. Donna said we would be there first thing the next day. I went to *** house after 5 p.m that day and no one was home. I left a business card on the front door and walked around the side of the house(THE OUTDOOR FAUCET WAS ON, I TURNED IT OFF) and went into the backyard. The ground was extremely saturated and the lawn hadn't been mowed in months!. I then texted Zenith and ***.
I was at the homeowners house the next morning. *** was checking the system. He said that a part was cracked and that we would replace it next spring. I told the owner and Zenith what the problem was, but the owner stated he still wanted us to pay for his water ***.
When TimberPine (***) started up the irrigation system in June, there were no problems with the system.
If you have any additional questions, feel free to reach out to us. Thanks.
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I'd like to address a few of the statements/comments made by TimberPine in their response.
TimberPine states that they provided a formal statement of the breakdown of the system. I have yet to receive that formal statement even though I have asked for a written statement numerous times. An informal explanation over the phone is not what the request was for.
The lawn was not mowed in the backyard for 4 weeks due to excess rain throughout the month of October and as this is a new property with a hill in the backyard we were unsure of how the drainage would handle that much rain in the backyard. When attempting to mow the ground was far too saturated to get a mower in the back yard. And there definitely wasn't a sound coming from the box. It's clear now that the irrigation system was the root cause of the excess water in the backyard.
The notes provided by TimerPine's employee did not include the insulting tone or the comments stating that many homeowners can't afford irrigation when I asked to have the system shut off. The employee was very poor in their delivery of the situation and did not present themself or TimberPine very well.
If this system was out of warranty and TimberPine is wanting stand on that then we *** take this up with the builder as the home is still under warranty. However, we feel extremely disappointed in TimberPine as a business with how they've handled this entire situation. The system broke down causing an excessive water leak just months after their 1 year warranty expired. If a system like this isn't expected to last longer then 1 year and the business is unable to provide quality customer support I *** be sure to not recommend their services to anyone in the future.
We never did receive a *** for winterizing the system. As it stands now we are unable to have our water turned on for our outside water facets since it's tied to the irrigation system. This is not a problem right now because its winter but this *** become a problem come spring.