ComplaintsforAll Star Irrigation Company

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The end of July 2022 I had the Allstar come out to do a landscaping installation for my back yard and lay sod in both front and backyard that were dead, the project was over $14,000.00 in total. I had my front yard redone in February by them as well with plants, new irrigation and 90% sod of property by another company, it cost over $80,000. Everything that was planted in February of 2022 was and is healthy and thriving, sod and all plants. By August 24 the new sod they installed was not only dead but was killing my healthy sod due to incorrectly installing it and had other plants that were in bad shape. As part of the contract and amount I paid, the plants come with a warranty. So I emailed them about this on August 24th, and expressed the concerns and wanted to get it resolved, I didn't hear back so after a week I followed up with them on the 30th about my previous email. The owner, ****** replied back the following day asking questions to get a better idea which I responded back that day. I didn't hear back after following up September 1st and said on the 2nd I just want them replaced under warranty. Got a response back on the 4th and then more on the 7th to which after I already stated I just wanted them replaced the owner said do you want to wait till spring(when the warranty was over by then) I said no, I want them replaced via email on the 7th again, didn't hear back after numerous attempts that month and only after I left a 1 star review did they reach out on October 14th, a month later. The owner said in email that she would just write me a check for the plants to cover the warranty and I could do it which I was ok with. That was October 14th and I never received any check and even reached out January 16th to get this resolved and no response back. I want a refund for the value of the plants as they under contract owe me from the warranty as they are in breech of it at this point.

  Business response

  02/22/2023

  In response to *** ****** complaint:

   

  I have received many emails regarding the customers concerns with landscaping. From the beginning I was trying to alleviate any issues but it came to a point where it did not matter what I said, he was not going to be happy with my responses. This customer has bashed us and the designer for the project on ****** numerous times. It is very difficult to be responsive to someone who feels like they are correct and the industry professionals are not. To begin with the main issue of concern: There is a 3 month warranty on plants and we were going to extend the warranty until this Spring to see if the plants flush out new growth (as the 2 plants in question are deciduous). Everything was fine until he decided he wanted the two plants replaced immediately. I spoke with our vendor and they suggested we wait due to all their supply looking the same as the customers current plants. Meaning we would be replacing sticks with more sticks.. I relayed this message to the customer and he insisted we replace them. I became unresponsive as he was sending pushy and demanding emails. I offered to send a check for the amount of the two trees—which I have since done. For the sod in question: On every proposal we send to our prospective customers it states that we DO NOT offer a warranty on sod. We are very up front about the issues you can experience with sod as it is up to the customer to ensure the health of the product. We suggest many local pest control companies that will handle maintenance of fungus, bugs, etc. This is on every single proposal that has been sent out. I do not believe it was over $80,000 for this project+ whatever repairs the customer was quoted.

   

  The issues have all been address that were in the letter we received therefore, I do not feel like the BBB needs to be involved in this matter. The check was sent via mail in the amount of $630 to the customer directly. If you have any further questions please let me know.

   

  Thank you,

   

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

  Allstar Irrigation Company

  O:************

  Customer response

  02/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  I have a paid contract that the warranty I paid for covers and I am allowed to choose under the contract terms if i want to still use my warranty or not.  Regarding the sod, they never provided me with anything of the sorts and I had specifically stated that if it was something that was in my control then that’s completely reasonable and my responsibility but it was incorrectly installed the first time so it was doomed from the start.  I have 3 state licensed and insured businesses that have come out to look at the work and all 3 have pointed out on their own that it was not installed properly, top soil wasn’t laid out and ground wasn’t smoothed out to make it an even surface which caused big issues.  The entire project from start to finish was over the amount stated as I have all the checks to prove it along with the contracts, further more the owner was out on maternity leave when part one was ongoing so she had no personal involvement with that, her father was.  “Being pushy” for requesting my warranty I paid for is not a valid reason or excuse for a business to ignore a customer, and they did email a check almost 5 months after they said they would and I had began this process.  I’m not sure what my review of the landscape designer has anything to do with this as it’s a completely separate business and wasn’t involved at all with the 2nd part as they had retired.  I acknowledged in my review that I had a wonderful experience with this business for the first part but the 2nd part was a complete failure and nightmare before they even began doing work.  I am more than happy to provide all documentation that backs up everything I have stated and also provides a completely different reason and response from the owner as to why I got the check almost 5 months later.  That alone provides issues with credibility on their part. 

  Regards,

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

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