Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/22/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted ******* Lawn *********************************************** company to inquire about an estimate for repairs. ******* provided an estimate for repairs and then invoiced me for a Sprinkler **************** I have been billed for services not performed. No services were provided outside of providing an estimate for a quote. No Sprinkler *************** was provided, even though the technician stated he could turn on the sprinklers in the front yard that day. Instead, he said he would provide estimates for various options. ******* has engaged in Unfair Business Practices by deliberately engaging in unfair, unlawful or fraudulent practices in order to increase their bottom line. From the multiple complaints about the same issue here on the BBB, it's clear ******* is relying on the likelihood that most customers who have been cheated are too busy or uninformed to pursue their rights. As a result, ******* has reaped unlawful profits from a large numbers of consumers, while the consumers are left with unexpected or excessive charges and defective products and services.All communications related to this matter are attached to this complaint. ******* shall promptly cancel their invoice and pursuit of this invoice immediately within 14 business days. If no such action has been done, I will promptly send an intent to file lawsuit letter via the BBB listing damages that will be pursued for violating Colorado Revised Statutes Title 6 - Consumer and Commercial Affairs - Fair Trade and Restraint of Trade - article 1, otherwise known as "******** Consumer Protection Act." Violations include but are not limited to items listed under section 105 "Deceptive Trade Practices."No agreement or contract was made, verbally or written, for ******* services to be billed. Therefore, no payment will be made, and this complaint will not be revoked.

  Business Response

  Date: 06/23/2022

  This homeowner called in to our office to book an appointment for "sprinkler repairs".  He stated to our office manager of 15 years the following:

  "The system has not been turned on"

  "Just bought the house"

  "some heads are broke"

  "some lines may be broken"

  "valves might not be connected"

  The homeowner never stated that he wanted an estimate for repairs but requested repair services.  The information he provided us was how we determined how long to schedule the sprinkler repair request for - 2.5 hours.

  Attached to this response is a copy of the confirmation email proving that this homeowner booked a "service call" appointment for 2.5 hours.  He did not book for an estimate.  If he had booked an estimate appointment, it would have been set up as an "estimate" appointment with our owner.  It was not as can be seen in our confirmation of appointment email that was sent on 4/11/22.  
  

  Our service technician was at the property from 1:01 pm to 1:46 pm and 1:47 pm to 2:11 pm speaking to the homeowner. Our technician and office staff have a total of 1 hour writing up and producing a written quote. 

  Our technician arrived at ***************** fully prepared to do the repairs requested.  Upon inspection of the system, the technician knew that it would take more time than the 2.5 hours allotted for this repair.  He proceeded to talk to the homeowner about how to repair it, the options available for repair and provide pricing for each option for the repairs to be made.  We did not want to move forward with any repairs until the homeowner know exactly what his options were and the price to do it. This is how we, as professionals in the industry for 43 years, address a situation of a new homeowner with no clue as to what the problems actually are.  This is our standard company protocol to be upfront with pricing and repairs needed.  With a sprinkler system in such disarray as this one, it is what is fair and the right thing to do for a customer.  It would not be fair to just start fixing things and tell him at the end that they owe a large sum.

  Our appointment email was sent and this homeowner opened the email.  He definitely knew what he requested as services needed from us.  It is stated in the email "sprinkler service for **** hour/s". If this was not what was requested, he should have let us know when he viewed the request for service email.

  Certainly, this homeowner would not expect a trained service technician to come to his residence, use his trained expertise to identify problems, and give him advice for repairing his system all at no charge.

  The homeowner was informed of our charges at the time of booking this appointment.  Our charges are listed on o

  ur website for all to see. Our technician has **** hours of service on site at *****************. Our technician and office staff have another hour of time in writing up and pricing the repairs needed at ***********************; Our rates are $105.00 for the first 30 minutes (our minimum service call charge) and $25.00 per each additional 15 minutes after the initial 30 minutes.  The total billable amount for this technician service call was $180.00.  In resolution to this matter, we have already discounted the billable services from $180.00 to $105.00.  We have tried to resolve this by offering a $75.00 discount on our professional, trained and experienced technician's time, as well as fuel, vehicle expense and insurance costs built into our pricing.  It is not reasonable for anybody to think that professional services - driving to a property in a company vehicle - would not be charged for, especially in this country's current state of high gas prices and lack of professional employees.

  If the homeowner is willing to remove his negative ****** review as well as rescind his complaint with the BBB within 10 days, we will write off the $105.00 charge.  If that is not acceptable to the homeowner, we will further our collection efforts.

  Customer Answer

  Date: 06/23/2022

   
  Complaint: 17462826
  
  I am rejecting this response:
  
  From:*********************
  6551 *********, ******, ** 80003
  To: ************ Sprinkler Inc.
  6626 ***********************, ******, ** 80003
  
  RE: Notice of intent to file a lawsuit
  
  Dear management of ************ Sprinkler Inc.
  
  This letter serves as formal notice of intent to file a lawsuit against your company due to violating ******** Revised Statutes Title 6 - Consumer and Commercial Affairs - Fair Trade and Restraint of Trade - article 1, otherwise known as "******** Consumer Protection Act." Violations include but are not limited to items listed under section 105 "Deceptive Trade Practices." Woody's has knowingly and willingly falsely represented services and rescoped an agreement for an estimate of repairs, a common and standard operating procedure, to be a billable service. Noted from previous BBB complaints, this company has engaged in this specific deceptive practice on 2 separate occasions, noted from BBB complaints, and has likely engaged in this manner of deceptive practice for multiple other customers. No agreement or contract has been made, verbally or written, for Woody's estimation services to be billed. Therefore, no payment will be made, and this complaint will not be revoked under any circumstance.

  
  I demand relief in the form of compensation for immaterial damages in the amount of $126, the most recent amount billed for services not performed, and cancellation of any and all invoices and attempts to pursue any and all invoices. This offer to settle this matter and avoid a lawsuit is valid for 14 business days after this letters date. If I do not receive a favorable response in 14 business days, I will promptly begin a lawsuit and pursue any and all damages related to violating previously stated laws in the *****************. 
  
  The letter of intent to *** is governed by the laws of the *****************
  
  Regards,
  
  ***** Frick 

  Business Response

  Date: 06/28/2022

  We will not be issuing any other discounts/ refunds to his account. We have already discounted in good faith $ ***** to resolve this issue. It was obviously acceptable to him as he has paid the outstanding invoice. He is now just trying to bully us by threatening a law suit over a hundred bucks.

  We have done nothing wrong. We offered a discount only in good faith to resolve this, which he accepted. Not that we did something wrong !  We have attached the confirmation E-mail stating the services requested by the home owner. That e mail was opened by the home owner & he had full knowledge of what services were requested for us to perform. Our pricing is listed on our website for all to see, we hide nothing. Professional services are not free !As seen in the confirmation E-mail in black & white. His appt. was booked as a service repair request. When the technician seen the amount of work needed to be done, he went to the home owner to inform him of the amount of work needed. Before... he continued to do any work, other than the professional diagnosis of the problems that exist. That is what a professional company does & how all professional services work. Most home owners are thankful for that kind of responsibility and respect ! We do this as company policy. We do Not just repair things & give a huge ****. The home owner has the ability to continue with the repairs needed or not to.

  For a car repair you pay to have it looked at & repairs assessed. then you get a call with an estimate. Before any repairs are made. That is how professionals do things plain & simple. This standard professional procedure for most, if not all professional services whether it be. Appliance repair, electrical, plumbing, painting ETC.

  We are more than happy to litigate this situation of $85.00, in a court of law. This is no longer about money, we will not be bullied with BBB complaints and social media posts. By a customer who is definitely 100% in the wrong.

  Sincerely,

  *******************