Complaints

• Initial Complaint

  11/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Online filled out a request for sprinkler blowout information. No response. More than a month later, they show up to do the job that wasn't setup by anyone. Then they invoice me and claim they will put a lean on my property if I don't pay. This seems predatory since there wasn't any acknowledgement of an appointment, receipt of request, etc...

  Business response

  11/26/2024

  To the Better Business Bureau:

  We respectfully submit this formal response regarding the complaint filed against our business. First, we request that the BBB review its contact process, as we did not receive an email notification of this ************ was only discovered during a routine review of customer feedback.
  The following points summarize the facts and evidence relevant to this matter:

  Service Sign-Up
  The customer signed up for our service on October 15, 2024, at 10:55:13 via an online form. (See attached copy of the sign-up form.)

  Terms Agreement

  The customer explicitly checked a box on the form acknowledging:
  "Checking This Box Constitutes My Electronic Signature That I ******************************************* For Sprinkler Blowouts."
  (See attached form for confirmation.)
  Our complete terms of service are readily available for review at **************************************************************************.
  Cancellation Policy Agreement

  The customer also acknowledged:
  "Checking This Box Constitutes My Electronic Signature That I Understand The ONLY ************************ Is To Use The Cancellation Form Located At The Link Below."
  (Cancellation link: ***********************************)
  (See attached form for confirmation.)

  Confirmation ************************* sign-up process is facilitated through ****** Forms, which automatically sends confirmation emails. This process is disclosed in our terms:
  "A confirmation email is sent automatically to the email I use when I submit my request. If I do not receive a confirmation email, I will text The Maintenance Shop at ************** to verify receipt of my form."
  Additionally, it is outlined in our terms that:

  "It is my responsibility to make sure my texts and emails are working correctly for text and email updates, and The Maintenance Shop is not responsible for missed texts, texts not received, missed emails, emails not received or blocked by my service provider, or emails that go to a junk or spam folder."
  No communication was received from the customer regarding any issue with their submission.

  Notification Policy

  Our terms also state:
  "I will be notified by text and/or email the night before my property is scheduled for a sprinkler blowout, and there MAY be no other contact from The Maintenance Shop during that time other than the daily posts on our blog. I will not hold The Maintenance Shop responsible for texts that arrive late or that I do not receive."
  Customers may review these terms in full at **************************************************************************.

  Notification Sent

  The customer was sent two text notifications on November 8, 2024, at 9:25 p.m. and 9:29 p.m., informing them of the scheduled service for the following day. The notifications included a link to cancel if service was no longer needed. No cancellation form was submitted. (See attached images of text notifications.)

  Cancellation Requirements

  Our terms explicitly state:

  "I can cancel my request, but must notify The Maintenance Shop of my cancellation by correctly filling out the cancellation form located at this link: ***********************************,and must do so at least TWO hours before The Maintenance Shop will arrive at my property or face a $30 non-cancellation trip charge. I also understand that the time the cancellation form is submitted is automatically recorded."
  Full cancellation terms are available at **************************************************************************.

  Service Delivery

  Our technician arrived as scheduled on November 9, 2024, at approximately 11:21 a.m. (See attached image.)

  Technician Notes

  Upon arrival, the technician noted that the customer stated, We never scheduled with anyone. This statement is inconsistent with the customers prior acknowledgment of submitting the request and agreeing to the terms.

  Proof of Service Attempt

  The technician documented their presence with photographic evidence and issued an invoice for the non-cancellation fee, which was emailed to the customer.

  Non-Cancellation Fee Policy:

  Our terms state:

  "If the technician is turned away upon arrival for any reason by someone at the property, it will be considered a non-cancellation, and the non-cancellation fee of $30 plus a 3.8% transaction fee will be charged."

  
  Customer Accountability

  It is evident that the customer either did not review the terms carefully or chose to disregard them. Their complaint misrepresents the process and agreement they acknowledged when signing up for service.

  Invoice and Late Fee Policy

  As outlined in our terms:

  "If an invoice is not paid within 15 days of the invoice date, it will be considered late, and a late fee of $5.00 will be added. Additionally, a lien may be placed on the property listed on the sprinkler blowout request form. A 40% collections fee will be applied, and the unpaid invoice will be sent to a collection agency and credit reporting agencies. Additional costs may be incurred for filing."

  Customers can access our full terms at **************************************************************************.

  Request for Removal

  Given the clear documentation of the customer's agreement to our terms, their acknowledgment of the policies, and their failure to adhere to the cancellation process, we respectfully request that this complaint be removed from our record.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On December 9th I contacted this company to do a sprinkler blowout at my grandmother's home. Soon after I attempted to contact them multiple times via phone call to cancel the service so I could reschedule to be there for the appointment with no answer. Later got a call saying that they had shown up. They sent me a bill and are saying I owe them 36 dollars for a cancellation. In addition to the cancellation fee, there was a threat to put a lien on my grandmother's home. The person I have been in contact with is stating that I needed to give him 12 hours per a contract I signed, yet this all happened within an hours' time frame.

  Business response

  01/03/2024

  1. It clearly states in our terms of service that the customer agreed to when he signed up, Line #1: The Maintenance Shop cannot schedule appointments for sprinkler blowouts.

  2. It clearly states in our terms of service that the customer agreed to when he signed up, Line #2: The Maintenance Shop cannot make or receive calls during sprinkler blowout season.'

  3. There is a box that must be checked for the form to go through that states: Checking this box constitutes my electronic signature that I understand the ONLY way to cancel my service is to use the cancellation form located at the link below. Below that is a link to our cancellation form. (See the attached image from the customers actual form)

  4. There is also a box on the form that must be checked for the form to go through that states: Checking this box constitutes my electronic signature that I have read and agree to the terms of service for sprinkler blowouts. This includes a link to our terms of service.

  5. The customer received a text notification we were coming out that very day he signed up because we were in the area already, which is rare timing during our hectic season. In this text there is a link to cancel service, which the customer did not do. (see attached image)

  6. The customer states he wanted to be there at the time of the blowout, so he could have easily responded to the notification text and we would have moved him to another day.

  7. On the sign-up form there is a location for additional notes that the customer could have used to let us know he wanted to be there at the time of service, but it was left blank.

  8. Upon arrival at the property the owner notified the tech that the blowout had already been completed by someone else and service was not needed. Keep in mind this is a span of just a few hours from when the form was submitted.

  9. We do have a minimum 12-hour cancellation policy, but the customer was not aware of that because it is stated in our terms which by the statement in his complaint he clearly didnt read as he said he did when the box was checked. Otherwise, he would not have called. We use that time frame as a guide to aid us in routing, but the fact that we included a cancellation link in the notification text shows that were willing to forgo the cancellation window if someone no longer needs service. We would rather not take the time to drive to a property we are not needed as it costs us time, labor, and fuel which is why we have the $30 fee for non-cancellation. There are other companies that want a ***** hour window for cancellation, and they charge $45. We have taken cancellations as short as 20 minutes before we were to arrive at a property.

  10. The customer finally did send in a cancellation form at 2:01 pm, AFTER our tech had already been there.

  11. It states in our terms, Line #**: An invoice is considered late, and a late fee of $5.00 will be added to the invoice, if not paid within 15 days of the date of the invoice. In addition, a lien could be placed on the property listed on the sprinkler blowout form, and/or my invoice will be sent to a collection agency and credit reporting agencies. Additional costs could be incurred.

  12. Attached are screenshots of his terms agreement and the text notification the customer received. Also attached is the actual form the customer filled out.

  13. This is a link to our terms of service that was agreed to: **************************************************************************

• Initial Complaint

  07/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired them to conduct a sprinkler start up system with a package that included making adjustments and doing programming. They got the water turned on, and now are refusing to refund or reduce the charges for any of the work that they clearly did not perform. I have sprinklers spraying my house and starting up twice in a day.

  Business response

  07/07/2023

  1. This customer has given us a ****** review on ****** telling others to "Avoid at all costs", when they have been a happy customer for 4-5 years. It's sad that when situations occur that don't suite their narrative we are now to be avoided.....
  
  2. This customer signed up for services on 6/2/************ (see attached form) for a Package D startup which means we turn the system on, test the backflow in accordance with ***** Law, and go through the zones either manually or with the timer if it is available at the time of service.
  
  3. The property was serviced on 6/20/2023, and the backflow test failed and was repaired immediately and retested which was then passed at no additional charge for labor or the additional test.
  
  4. Zones were tested and adjustments were made, and the technician found that some heads that would not keep their adjustment and would need to be replaced. In the technician notes he stated, "Zone 3 won't come on with timer. zone 7 has a riser broken off at the fence line, and some heads need replaced that can no longer be adjusted correctly, or can be adjusted temporarily and then come out of adjustment." "Owner could not be reached for repair approval."
  
  5. It states CLEARLY on our form an in our terms of service that we will make MINOR adjustments to sprinkler heads if needed, and set timer to spring operation if available at the time of service. No repairs of any kind are made without approval of the home owner or the person that signed up for service.
  
  6. The customer agreed to all terms by checking various boxes on our form. The forms WILL NOT send unless the boxes are checked. (See attached form.)
  
  7. Our terms of service is located here: *************************************************************************

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible customer service. They didn't answer phone call. And here are the emails I sent, which they never replied to:Oct 15, 2022 Sent To: ******************************** You no showed no called today. Please call. ************ They did not reply or call. They eventually rescheduled via automated text message.I was home all day on the day scheduled.About a week later I received an electronic invoice, so I sent the following email, again, no call, no reply from them:Nov 8, 2022 Sent To: ******************************** I'm confused. Did you show up?I was home all day.Never heard a knock or a doorbell.Never heard a compressor.The hose spigot you would have to have connected to was open (I opened it over a week ago) and it is still open.Didn't get a phone call or text.There was no note on the door saying you'd been here.And each time I checked outside I never saw any water around my sidewalk.I'm happy to pay if you came ... but I don't think you did ... and I don't want broken sprinkler lines come spring.Please call me. ************ ********* *********************************************************** *********** never called or replied to my email. For fear of a lean being filed against me, I eventually paid their requested invoice when they sent it again, this time including late fees.I paid $62.16 I would like a refund. Additionally, if my sprinkler lines are broken in the spring I reserve the right to file a lawsuit against The Maintenance Shop for damages, as I'm quite convinced the sprinkler blow-out job was never completed by them.Thank you, ********************************** ************ ***** ******************************************

  Business response

  02/09/2023

  For the record: We did not receive a notification of this complaint initially, otherwise we would have responded sooner.
  

  1. The customer's blowout was completed on November 2, 2023 and was invoiced at that time.

  2. On November 8 we received an email that we responded to.  (See attached)

  3. We received a text on November 8 that we responded too as well. (See attached)

  4. We do not invoice until the job is complete

  5. See attached terms of service that was agreed to by the customer upon signing up for service, particularly the highlighted areas. (The sign-up request form WILL NOT send unless the terms are agreed to)

  6. Too see a live view of our terms of service please go here: *************************************************************************
  

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Early October I requested sprinkler blow out https://treasurevalleyrepairs.com/ (********************************) I submitted the request online and did not receive any confirmation of this request in my email, or via phone. I assumed the request did not go through.11/4/22 a gentleman is pounding on my door during a work meeting. I let him know no confirmation was received and he starts arguing with me and threatening me for payment. About 30 minutes later I get an email for payment. How can I be asked to pay for something when no communication was provided in the first place? Had I known there was a schedule and I was on it I would have cancelled to save everyone the hassle. I have searched all folders in my email just to make sure I didn't make a mistake, I have no communications from them or any related to sprinkler blow out scheduling.

  Business response

  12/19/2022

  First of all, I am late on this response because I did not receive a notification in my email of a complaint.  I just happened to notice it yesterday when I logged into my account.

  It clearly states in our terms of service, "I understand and agree that, I will receive a confirmation email automatically when I send my form. If I do not receive a confirmation email I will text The Maintenance Shop at ************** to verify receipt of my request."

  Our form will not send unless they check the box on the form that they have read and do agree to our terms.

  Our terms can be reviewed here: *************************************************************************
  

  The customer also received THREE texts letting them know we would be coming out the following day to do their blowout which has a link for cancellation if they no longer needed service.  One was sent the evening of November 3 for a blowout on November 4.  We could not reach anyone at the property and didn't have the access we needed so we re-scheduled them and sent out another notice the afternoon of November 12, and then AGAIN the evening of November 12 for a visit on November 13.  The customer did not cancel as instructed if they no longer needed service.

  We received several cancellations from other customers who received the same text alert as this customer, so there is no excuse as to why they chose not to cancel. This customer was billed for a "Sprinkler Blowout Non-Cancelation" for $30 as explained in our terms of service, as well as the $5 late fee as also stated in the same terms after 15 days of non-payment.

  See attached screenshots of messages sent to the customer.

   

• Initial Complaint

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We requested sprinkler start up package with repair for ******************************************************. This is a property I manage under ****** ******************* LLC.The Maintenance Shop LLC did NOT rwspond at all nor inform us when they will be visiting the property. But they says they went there on July 7th and did the sprinkler start and everything was working well(I attached screenshots).Because we did NOT hear back from The Maintenance Shop LLC when they will be going to the property or if they will go there at all, on June 28th we hired a different company to do the sprinkler start up and paid them $100. Venmo payment screenshot is attached. It seems The Maintenance Shop LLC just decided to show up when they feel like they want to and charge us for it. We feel no buisness should be allowed to just show up without a prior appointment or at least acknowledge a service request and let us know know they will be taking care of it.

  Business response

  07/26/2022

  1. Customer requested a sprinkler startup Package B on 4/24/2022 16:52:16 (See attachment, Sprinkler-Startup-Request-************1.pdf.)
  2. None of our startup packages include repairs of any kind because we have no idea what repairs if any will be needed.
  3. It clearly says on our form that, ****************** "A" plus make minor adjustments to heads if needed and setting sprinkler timer to spring operation if available at time of service: $50 for 1-5 zones, and $5 per additional zones. (See attachment, Sprinkler-Startup-Request-************1.)
  4. There is a place on the form for additional notes where customers can give us authorization to do any needed repairs, which this customer clearly did not. (See attachment, Sprinkler-Startup-Request-************1.)
  5. On April 27 at 9:31 pm the customer was texted that we would be there tomorrow, (April 28) to do the requested sprinkler startup. (See attachment, "Screenshots-Perera.pdf, on page 1)
  6. On April 29 at 6:56 a.m. the customer texted me asking if we were able to make it to the property in question in which I responded at 9:30 a.m. that our technician ***** had been there but there was no water yet.  (See attachment, "Screenshots-Perera.pdf, on page 2)
  7. On May 18 at 11:42 p.m. we sent out a notification that we would be doing the sprinkler startup at the property in question on May 19. (See attachment, "Screenshots-Perera.pdf, on page 3)
  8. On May 19 at 8:08 a.m. the customer texted me that they had cancelled the startup. (See attachment, "Screenshots-Perera.pdf, on page 4)
  9. I checked the cancellation forms and found they indeed canceled as per our terms so we did not go to the property in question. (See attachment, Sprinkler-Startup-Cancelation-Perera.pdf)
  10. On June ************************* at 1:05 p.m. asking me when we would be in Charter Pointe subdivision. (The subdivision where the property in question is located.)
  11. I missed that text and did not respond. (Oops!)
  12. We received another request from the customer at 6/28/2022 14:12:48 (a little over an hour after the text was sent) for the same property for our Package B, and nothing in the notes about doing any repairs on the property.  (See attachment, Sprinkler-Startup-Request-************2.)
  13. On July 6 a text was sent to the customer that we would be there sometime tomorrow, (Thursday, July 7) or perhaps Friday if the technician ran out of time on Thursday.  In this text was an opportunity to cancel. (See attachment, "Screenshots-Perera.pdf, on page 5)
  14. ***** serviced the property on July 7 with our Package B as requested by the customer and they were invoiced the same day for the amount $51.80 for our Package B and transaction fee.
  15. Reminder emails were sent several times and opened by the customer including a reminder that a late fee would be added to the invoice if not paid within ******************** our terms of service. (See attachment, Screenshots-Perera.pdf on page 6 and 7.)
  16. Invoice: (See attachment, sqinv-*************6942.)
  17. Several texts were sent back and forth regarding the invoice that really have no bearing here, but we received a text from the customer July 25 at 8:40 a.m. that there was a misunderstanding on their part regarding the *** and whether water was on or off and that the invoice would be paid by the end of the day.  (See attachment, Screenshots-Perera.pdf on page 8.)
  18. Regarding the customer saying a business should not be allowed to just show up without an appointment, it states on the very first line of our sprinkler startup terms of service that, "The Maintenance Shop" cannot schedule appointments for sprinkler start-**** (See attachment, Screenshots-Perera.pdf on page 9.)
  19. Our sprinkler startup terms of service can be reviewed here: http://treasurevalleyrepairs.com/sprinkler-startup-terms-of-service.html
  
  Due to the information given that the customer admittedly states there was a misunderstanding on their part, we respectfully request this complaint be stricken from our record and not publicly visible, and that our rating will not be affected.
  
  Sincerely,
  
  **************************
  The Maintenance Shop
  **************
  https://treasurevalleyrepairs.com
  

  
  

  Customer response

  07/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*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. ↩