ComplaintsforWaterWorks, Inc.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I would not recommend this company to anyone - They are shady. They came out and installed our sprinkler system about 2 season ago. While installing, they ended up cutting all 4 of my bubblers without even looking, which I had let it go. ?? Now 2 season in, I currently have one area which the hose is becoming unearthed since it was not done properly, also I currently have 2 leaks in the line. I have contacted them in regards to this, since they strongly say, LIFETIME LIMTED ********. - This means that if we stayed with there services, which I did, they are not going to cover this and states it is ACT OF GOD and they want to charge me $750.00 to just get them out to our house and then additional $500.00 an hour. Please tell me if you think this is wrong or not - since we had this for only 2 seasons. The owners have spoken of this company as they say and there is nothing more they can do, unless I pay them such HIGH prices. So - be very weary dealing with these guys. Thank you again. B. Regards.

  Customer response

  08/25/2024

  This is a complaint, for service. 

  States, lifetime warranty on.parts if we stick with using their service. 

  I stuck with there services, and haven't made it 2 seasons, and found 2 leaks, which they **** ACT OF GOD, and will not cover under warranty.  

  Want to charge me $750.00 to get a crew out, and additional $500.00 an hour. 

  They ate not honoring there Services as ut states lifetime warranty on parts and service,  only if we still k with them for all services, and there has not be any work in front to cause this leak, to poor equipment.  

  Business response

  08/26/2024

  This customer has been installed for almost two years and has not had this issue until now. At no point after or at installation did this customer mention anything about bubblers. It does state in everyones contract that ********* will not mark private utilities and would need to be marked by the homeowner before installation. Please see the contract and sign off from his installation. This customer has not contacted us about any problems or needing any service outside of the normal start up and shut down until now. On August 9th **** called the office and said he had a leak in his system. We sent out a tech on August 11th at no charge and found his tree roots have grown through his system and are pushing his piping to the surface, as well as growing into the piping creating leaks and kinks in the pipe. Our tech did try to cut through the tree roots with a Sawzall unfortunately the roots are too big.  The zone will need to be taken out and a chain saw will need to be used to cut through the roots and then replace the zone. We gave him pricing for that service and talked to him about the concerns for the health of the tree, he was very upset that this would not be covered under warranty. We did tell him the warranty covers malfunctions and defects, and this is classified as an act of Mother Nature. As he stated, he is aware that the warranty is limited.We told him he could cut off the zone where the tree roots are and try to have the other sprinkler in that zone cover the watering for that area, he did not want to do that. I attached a photo of the pipe before my tech exposed it and after with the roots shown. We have and will always honor our warranty but with any warranty there are guidelines and coverage outlines. Which are all given in the warranty paperwork and are handed to the homeowner at installation, as well as mailed to the homeowner after installation.
   We would like to help this customer with getting this situation taken care of and have offered him two options to do so but he will have to pay for the services. His system,other than the one area, is fully operational. We do understand this customer is upset but nothing that is happening here is something Water Works, *** installed wrong or could have been foreseen. If the roots were there at the time of installation, they would have been cut out by our pipe pulling machines or in heavy rooted areas where our machine cant get through the roots they would have rerouted the zone, this is something our ****** is equipped to deal with.  Attachments will be 2 pictures, sign off form install, our copy of Todds warranty, and the terms in the contact. 

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an underground sprinkler system and booster pump installed in 2020. Well this past winter I had a pipe burst and had a plumber fix it . When it go warmer I had plumber come out to inspect and replace some other pipes. I was told by plumber that the booster pump pipes that were put in by water works needed to be replaced due to the corrosion. I have warranty on those pipes so I called water works several times. I sent them pictures and they said nothing was wrong with the pipes, I asked for their plumber to come evaluate it and was told I would be billed. I asked to speak to owner who never called back . I ended up speaking to the same manager who told me that the owner was too busy to call me and that he had looked at pictures and saw nothing wrong. I explained to him I didnt want any more pipes to burst and have another flood. His answer was to call them if it does. I dont understand if I have a warranty why wouldnt they send out their *******. I was told their ******* did a messy job with not cleaning off the acid. I am very disappointed with this company. On their paperwork they states Congratulations! you have just found the best warranty in the irrigation industry thats just a lie. Very disappointed customer.

  Business response

  06/20/2023

  Water Works spoke with the customer, as the customer stated they had separate plumbing issues that they hired their own plumber to come out and fix. With that being said, having the separate plumbing issue in their basement would cause moisture in the air. The attached article shows that it is a natural reaction for copper pipes to oxidize when there is moisture in the air. Oxidation does cause the copper to turn green, however, this is not harmful or dangerous in and of itself. Water Works warranty, also attached,does not warranty this customers issue. We did offer the customer the option of having *********** come out to correct the oxidation as this is a cosmetic situation not a system malfunction. Cosmetic issues are not covered under warranty so there would be charges for the plumber to come out. The customers irrigation system is 100% operational and the pipes that we installed are not leaking or defective. Again, please refer to the attachments for warranty and oxidation reference. Please feel free to reach out with any questions or clarifications. 

  Customer response

  06/21/2023

   
  Complaint: 20204644
  
  I am rejecting this response because: The issue with a pipe that busted in my basement has nothing to do with that corrosion on the pipes they put in. I had a leak from a pipe in my family room not laundry room where they put the booster pump. The leak was found right away and only caused problem with carpet in a corner of the room before we turned off the whole house water and had it fixed. By the way most of the leaked water went in a container we placed right under the leak before water was shut off which was right away.  It could been bad if no one was at home thats why Im very concerned about the corrosion on those pipes they put in my house. What if they burst when no one is home? I had noticed that green stuff on the pipes the year before and had no idea that it was corrosion. I fell like the company should have come to the house to make an assessment and not just say nothing is wrong with the pipes and then say when the pipes burst then call them. What kind of response is that for a business to say to a customer? Prevention is the correct action for me. Who wants a flood to happen if it can be prevented? Everybody that I have shown the pipes to say that they are defective. Just look at the picture I sent, thats not normal. Their warranty is false advertisement and not being able to talk to the owner is beyond my understanding. So again I am rejecting their response to this situation. 
  
  Sincerely, *******************************, very disappointed customer!!!!!!
  
  *******************************

  Business response

  06/21/2023

  
  As we have stated, there are no leaks or defects with the copper piping. Oxidation of the copper pipe is a natural process and has no impact on the system. *********** that installed your piping has reviewed your file, including the pictures that were sent over and providing a statement. Oxidation is a natural process and will continue to happen as long as there is some type of moisture in the air. If you would like the plumber to come out and replace the piping we can arrange that but there will be charges as there is not defect with your system. Your irrigation system does have a warranty and we are happy to address and issues that occur, however, oxidation of copper pipes is not a warrantied issue it is cosmetic. I have also attached a picture that shows the normal process of oxidation on copper pipes. 

  Customer response

  06/21/2023

   
  Complaint: 20204644
  
  I am rejecting this response because: I do not agree with their response once again. Like I said before the plumber should come to the home and assess in person the situation under my warranty. I paid a lot for those pipes. If I have to pay for new pipes it will not be with water works. It will be with a honest company. I see they will say anything to get out of honoring that warranty. As they say they have the best warranty around. Such a lie. There is no warranty. I have never in my lifetime had to go through anything like this for a company to honor a warranty. Please post the complaint, I cannot continue to go back and forth with this unreasonable company!
  
  Sincerely, unhappy customer 
  
  *******************************

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a system installed for our front and backyard with a auto pump liquid fertilizer 2 years ago. They have replaced the unit 3x and still doesn't work properly, so we just have given up using it. Last time they replaced it they cut a supply line and caused a $120 water **** increase over 6 weeks flooding our side yard as well as flooding our neighbors back yard. We also complained we don't have proper coverage in the front yard and they only replaced one nozzle with a stronger head and still lack the needed coverage. This season we went to open everything back up and discovered when they installed the system, they cut thru the underground downspout lines and didn't repair it or at least let us know. The issue was causing massive errossion that portion of the yard. We contacted **** (the owner) and sent pictures and they didn't even acknowledge their mistake or reimburse us for the $56.00 in materials. Not to mention their annual contract to open snd close the system is absurd when it's 10min of work twice a year.

  Business response

  04/28/2022

  Dear BBB,
  
  After looking at this customers file and talking with them, we figured out what was happening. They had our ********* installed in June of ********************************************************************* July 2021, which is something that is out of our control. At the June appointment we did address the coverage problem they said they were having with putting in a more powerful sprinkler head. All of these appointments they made through the office. At this point last year they never contract the office about any flooding or that they were still having any problems with their system. Fast-forward to this year 2022 they were sending and calling our employees work cell phone for service not the office. That employee is on a family vacation out of state and does not have his work cell phone with him. That is why when this customer tried reaching out to him he did not reply. If they would have reached out to the office with any problems we would have been able to take care of it for them, but all is said and done and we have reach out them about the problems they are having and have resolved it. .

  Customer response

  04/28/2022

   
  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,
  
  *****************************

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