ComplaintsforOrganic Solutions! Inc.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Organic solutions at the sometime around beginning of May.  I had another landscaper back out on me due to high volume of bigger business.  I have a house built in the 78s with a sprinkler system about that old.  Recently I did some rezoning in my back yard (moving fences around for animals, removing a rock bed to install sod), and there is some heavy liftingthat I didnt have time to do and wanted to pay a business to perform.  I stacked up a few projects over the last 5 years, and was ready to knock it out all, so I can grow grass in my back yard.  I do not want to go another winter with my dogs and a muddy back yard.  When I got ahold of Organic Solutions initially, the customer service was awesome,they got me an estimator date in mid May and while I was on the phone with them, they booked me a full working day (May 30th) for a week after the estimate was performed.
  I left a fairly extensive text for my wife to show ***** on what I needed done because she had the day off and I had work.  Within minutes she was calling me panicking because of how aggressive ***** was that my water pump was bad.  She couldnt get him passed the front yard.  I came home (had to leave work with no warning, or put off this important jot) to ***** eating lunch in my front yard.  Whats the word I asked, O this is very bad, water pump is bad I said, slow down, not its not, let me show you he ranted for a few before I could get him out back to turn my pump on and show him it was working perfectly fine.  Wasted time I didnt have, and then I had to start from scratch, walking him around the yard, showing him exactly what I needed.  He agreed to take the job that I asked him to do, but argued he couldnt provide an estimate, thats not how this business works.. ok. So I went with it and booked him, for the sake of time.
  May 30th, work day comes, hes got my full plan,Im at work, about 2 PM comes around, ***** calls me sounding stressed.  He says he couldnt complete the job, but he got what needed to be done.  I asked him why he couldnt complete the job, he told me because his boss booked him 2 more appointments and expects him to make them, this particular afternoon. 
  I called the next day, expressed my annoyance with the receptionist, he was kind, and got me booked for another guy to come out and finish.  I had to take the morning off work and the second guy was just as bad as *****, I dont remember his name.  One particular task I wanted him to do was adjust sprinklers in zone 1 because ***** did not adjust them the way he agreed to when we did the estimate (now is why Im frustrated that I took that BS estimate excuse from *****).  This second guy was adamant he wouldnt adjust the sprinklers the way I wanted them.  He explained to me why he wouldnt, I understood, but he didnt see my bigger picture, I didnt have more time to argue (it was ridiculous at this point), and had to get to work.  I figured Id call in to a manager with what they didnt get done during this appointment.  The guy did not fix a sprinkler head I needed fixed, and did not adjust a sprinkler that was buried and spraying nowhere, building a pond everytime they came on.  So I got ahold of ***** who had me scheduled to have ***** come out.
  What a fricking mistake this was  When I came outside, I could see in his face he had a chip on his shoulder.  When I started talking about my front yard, he started talking about an irrelevant issue (irrelevant to MY project, not his feelings), and I thought, *****, Im dealing with an argumentative trio who will not listen to me.  ******** I let ***** mansplain the same thing his other guys told me, because like a child, he refused to move further into the discussion without doodling me a Kindergarten doodle of sprinklers.  BTW, Im 3rd time off in 3 weeks for my sprinklers, my boss is like WTH.  Finally, I got him to listen to me, he refused to adjust the sprinklers the way I wanted, but agreed to fix the other 2 ***** league mistakes his crews made.  Ive decided I do not want his crew near my house.

  Pertaining to the zone that they made a big deal about adjusting.  It is overwatering one area, and underwatering another area.  I asked them to even it out.  They wanted to re-zone, I said **** already came over and rezoned once, not again,until Im ready for more zones out in the pasture.  I asked ***** to explain to me how Im supposed to get enough water to the area Im trying to grow (currently getting underwatered), he said I have the drown the other area (thats being over watered).  He was so adamant that it wasnt good practice to adjust the sprinklers until its rezoned, but its actually doing more harm to my yard the way it is now.  Moral of the story is what I want done will be healthier for my yard, but he wants more money to do it the way he wants.  Hes ok, with continuing to destroy my yard the way it is set up now, vs making it slightly better to get me through this next year.  Until Im ready to do my pasture.  Then Ill rezone zone 3, that I have to manually water every day.  And zone 1, that I have to manually water every day because of organic solutions.  His suggestion for me to grow grass is to literally keep the area wet, but he wont optimize the water to it, and wants me to over run my sprinklers all day, to get a little water, to a large area.  If I could get someone to come walk through this with me, it would make a lot of sense to see in person.  It is really hard to describe via typing. 

  

  Business response

  07/29/2024

  To Whom It May ***************** Name is *************************. I am the Operations Manager and one of the owners of Organic Solutions! Inc. I will be responding on behalf of Organic Solutions! Inc. Much of what **** had to say is fundamentally inaccurate. I will not be addressing every item in this complaint as most of the complaint is centered around personal attacks. What I will says is that every employee of Organic Solutions! Inc. that had interactions with ****, from office staff to sprinkler tech, had a negative experience. Five employees of Organic Solutions! Inc. had interaction with **** and all five had a bad experience. **** has very little understanding of how a sprinkler system works. Any attempt from an Organic Solutions! Inc. employees to try and explain how a sprinkler system works, explain to him where a problem was originating, or explain to him what we could and could not do, was met with hostility. 

  I was scheduled to meet with **** after our sprinkler techs had refused to complete a task **** was demanding. I spoke with the sprinkler techs about the issue. They told me that **** wanted them to do something that went outside of industry standard, principles of good workmanship, and manufactures recommendations. I arrived on time for my meeting with ****. He was obviously very agitated from our first words. He was very rude, demeaning, and swearing from our first contact. He began by showing me some coverage issues in the front yard. As I began to try and explain the issues to him (I am a sprinkler tech as well), he immediately cut me off and said " that is what your sprinkler techs told me too and they don't know what they are talking about". He had no interest in what I had to say and no real interest in resolution.

  He then took me to the back yard. There were multiple issues in the back yard that still needed to be addressed but **** did no want us to address them in the correct way. He had low pressure is a couple areas, there was a sprinkler that needed to be straightened, and there was a "new" area of his lawn that he had recently seeded and was trying to get water to. I also discovered that he had recently had work done on his well (interesting because that was an issue one of my sprinkler techs had ****** up on the first visit) and he told me he had another landscaper which started working on his house but suddenly stopped showing up. I also found that either the well company or the other landscaper had installed an undersized valve manifold. When I ****** up the undersized valve manifold (this will cause pressure issues) he was angry and said some other company had "F*****" him and installed it. I asked him if my techs had brought this to his attention and he said "yes" they had but he did not want to pay to have it fixed. I tried to explain to him how this could be the cause of a lot of his pressure issues. He immediately cut me off, swore at me, and said I was just trying to find way to get him to spend more money! We then discussed the new seed area. This was the area where **** wanted my techs to do something out of industry standard and my techs had refused. I reviewed the area with **** and attempted to explain to him why the issue would not be resolved if we did it the way he wanted us to. He was very argumentative, had no interest in hearing what I had to say, and was very demeaning. I told **** that the sprinkler techs were correct to refuse to complete the work in that manner as it was not the right way to fix the problem and was out of industry standards. He swore at me again and claimed we were just trying to get more money out of him. I told **** that this has nothing to do with getting more money out of him, it has to do with completing good quality work. I told him that if we cant do the job " right" then we aren't going to do it at all.... not because we are trying to be difficult but because our name and reputation are on every job we do! **** did not like that answer, swore at me a few more times, and that was the end of the meeting. Basically, we told **** "No" and he didn't like it. The funny part is, fixing it correctly would have been very easy and would have been very affordable. **** just had an idea stuck in his mind and was unwilling to hear anything else. 

  Moving forward, I am not really sure what **** wants. He paid his bill and has no outstanding balance. For sprinkler work we charge hourly plus parts. So there isn't any way for us to overcharge, since you are only billed for the work that was actually completed. The "2 ***** League Mistakes" **** claims my crew made, were not mistakes at all. They were work that had not yet been completed. Since it was work that had not yet been completed, it is also work **** was not charged for. These 2 supposed "mistakes" are 1 sprinkler in the front yard that still needed to be replaced and 1 sprinkler in the back yard needed to be straitened. Not mistakes at all, just work that has not been completed yet and work that was not charged for. 

   

  Respectfully,

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

  Customer response

  07/29/2024

   
  Complaint: 21929560
  
  I am rejecting this response because:

  see attached document.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 20 Organic Solutions came out to diagnose why my mother's sprinkler system was malfunctioning. Apparently when this company came out the week prior to turn on the system, one of the stations failed to come on. At that point they set up an appointment to return on the June 20. According to the ****, the "technician" spent 2.3 hrs changing 2 nozzles, and replaced a working solenoid. They refuse to explain why they replaced a perfectly good solenoid. We were then charged for some 1" main line that they can not explain either. In reality they had no idea what was wrong with that station, so they simply replaced the solenoid, (5 min max *** no tools needed) replaced a couple nozzles and billed $250. Now they have already threatened to send this to collections. Keep in mind, my mother is elderly in her 80s and knows nothing about a pressurized irrigation system. If this company came out to diagnose the sprinkler system, they just plain didn't do that. The system had a main line clog at the 1st junction of the station. This was only discovered by digging it up. All in all they failed to do what they were supposed to be paid to do. Instead they tried to take advantage of elderly people who would of never known the difference. When questioned about any of the work done, they refuse to discuss it, only providing me with a parts list of what supposedly was used. I then asked to speak to the technician who apparently performed the duties and again they refused. The only person who will speak to me is a receptionist who knows nothing about sprinkler repair or can explain any part of the ****. Bottom line, they came out to diagnose they system, spent a few hours and couldn't figure it out so he replaces a part that wasn't needed and bills $250. I am suppose to pay $65/hr for complete incompetence? Sounds to me more like a scam on the elderly

  

  Business response

  07/22/2022

  Good morning,
  
  There is a lot of information missing in this complaint so thank you for giving us a chance to explain. I am the office manager and have spoken to three different people in this family over eight different times to explain the **** and issues at this property; ***************, who is the client, her husband who was present for both visits, and Jan's son who was not present for either visit. ************ asked us to come out on May 26th to complete a sprinkler turn on. Our sprinkler turn service is $45 and that covers about ***** minutes of our technician coming out to look at the system, turn it on (if possible), and diagnose or suggest repairs. We sent a technician out there to do just that, and he was there for 30 minutes on May 26th. He was not able to turn the water on because there were two pipe breaks with one of them being next to a tree. He also wrote down that zone #2 had four nozzles that needed replaced; zone #3 had two nozzles that needed replaced; and that there may be pressure issues caused by a root pinched line. He brought his paperwork back to me and I emailed that information to *************** (the client). She said she was refusing to pay the sprinkler turn on invoice because we didn't turn her water on. I let her know that if we had turned the water on with that pipe break there, she would have been left with a flood in her yard. I told her that we do not diagnose systems for free, and that was part of the service. 
  *****, Jan's husband/boyfriend, called on June 15th to ask us to come back out. He said that he tried to make some repairs himself but it had turned into a disaster and he needed our help. So I scheduled another appointment for June 20th. The same technician went out there to work on the original problem. However, when he got there, ***** had dug holes all over the yard, repaired one broken pipe with tape, and had messed up just about everything else we had suggested be repaired. Our technician did the best he could under the circumstances and repaired one broken pipe, the poly pipe that the complaint mentions. The technician also repaired some of the sprinklers by replacing the nozzles. When we have pressure issues, we go thru the process of elimination. Our technician replaced a solenoid and also a valve. There was a zone not turning on. When that did not correct the issue, he told ***** that he believed the lines must be clogged or there must be a root pinched line still causing issues. ***** once again told our technician that he would complete that part of the repair on a different day. ***** did not want our technician to be there longer because he was worried about cost of having him there. Our technician wrapped up what he could and then left. We have GPS on our company trucks, and I confirmed the amount of time he was at this location.
  I sent them the invoice and once again ************ was very upset about the invoice. Then a couple weeks later her son **** called to ask me questions about the service. He told me that he would not suggest us doing any more work for them because Jan and ***** were trying to get a diagnosis for free and then make the repairs themselves, and that they did not seem to understand that you have to pay for repair visits. He told me he would not personally do any more work for them. He said his mom had just got out of surgery and had no understanding of what was going on with the sprinkler system. I told him I would email him all the information I had, and I did email him on June 29th. I never heard anything back from anyone until I sent them a reminder that their invoice was past due. I will attach all emails as well for you. I have spoke with them on the phone multiple times, and have emailed multiple times. By ****** own words to me, his mom and step dad were trying to get a free service or diagnosis and then were not able to complete it themselves. So they called us and are now disputing this ****. **** told me that ***** made a mess of the sprinkler system, and I told him on the phone yesterday (July 21st) that whatever someone does to their own sprinkler system after we leave is not our responsibility. Jan emailed on Tuesday, July 20th, to tell me we did nothing at this property and that they would not pay the **** until I told her what we did. So I emailed her back to tell her that her and I had discussed this **** multiple times as well as the conversations I had with **** and ***** about the same thing. She then apologized yesterday and told me that ***** had confessed his part in the mess. She said that if he ever touched the sprinklers again, she would have him put into a home for the rest of his days. I told her in my email back that I would be happy to accept monthly payments and to let me know how she would like to proceed. 
  But then I got another phone call from ****, her son. He was insulting the integrity of our company, calling our technicians incompetent, and would not let me talk. I told him that I had already explained this enough times to everyone and that I would not continue listening to him talk bad about our employees. Over the last month, I have spent more time explaining this invoice to three different people for the same property than I have spent explaining all invoices to over 500 clients. **** was not present during either visit. He admitted to me that ***** (his step-dad) was incompetent when it comes to repairs, but now is claiming it is our technician who is incompetent because of the reminder I sent about the past due invoice. Both of our sprinkler technicians have personally asked me to not send them to this property anymore because of the mess that is there. They cannot fix anything if ***** is going out there after they leave to dig up things and damage other parts of the system in the process. I explained this to **** in my conversation on the phone with him yesterday. 
  
  If you need any other information from our company, please let me know. 
  
  Sincerely,
  ***********************
  Office Manager
  Organic Solutions! Inc.
  

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