ComplaintsforThe Westfield Sprinkler Company

• Initial Complaint

  09/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The Westfield Sprinkler Company installed an irrigation system for **. During the install our lawn lamp was broken, our air conditioning unit was damaged, our underground dog fence was broken and we paid $800 to repair it. They also installed the system too shallow in spots and we had to have them come back to repair those spots (3 total were identified thus far). They are refusing to claim responsibility for the air conditioner damage and they are refusing to fix the lamp post, which can be a simple fix and their company has done for other companies in the past. We would like compensation for the costs that we will incur to have the lamp fixed and the air conditioning unit repaired and reset as it was knocked off the base.

  Customer response

  10/02/2023

  Videos added of the conversation with the tech telling me that a downspout company caused the damage to the lamp line when we have not had a downspout contractor come to the house. The company also states that the tech said he would complete the work another day but he did not. 

  Customer response

  10/02/2023

  Photos of damage to air conditioning unit and the distance between the homes showing that this is not somewhere that large equipment can fit often and that the damage was likely caused by the irrigation equipment trying to fit in between the houses. 

  Customer response

  10/02/2023

  More photos of air conditioning unit damage

  Business response

  10/09/2023

  1-Customer did not have private lines marked upon our arrival, per the What to Expect email we provided and they replied to, we are not liable for damage to these lines that are not marked (for their complaint, this would be their dog fence and yard lamp)
  2-In good faith, we made a visit to review the yard lamp and see if we could repair.  When our tech discovered the condition of the yard lamp wire, buried through a downspout and not up to code, we advised we would need more parts to make this repair and could do so but wanted to show them we did not cut this wire during our install, still offering to make the repair.  The customer was then upset that we were not admitting we damaged it (clearly can see in the photo attached that we did not) and asked our tech to leave the property.
  3-The A/C unit damage was not reported until more than 30 days after we had completed our work onsite.  We asked our team that was onsite if they recalled any damage and they did not.  Our policy is to report damage immediately to the office so we can follow up with the customer immediately.  We advised the customer of our findings and are not liable for damage we did not create.
  4-We have made several free visits to this customers property to address all their concerns as we do stand behind our product and service.  See file Follow Up Jobs Completed and email regarding their follow up concerns.  What they are asking for is unreasonable given the damage was not created by our company.

  Customer response

  10/09/2023

  1-Customer did not have private lines marked upon our arrival, per the What to Expect email we provided and they replied to, we are not liable for damage to these lines that are not marked (for their complaint, this would be their dog fence and yard lamp)

  We did have both lines marked per the what to expect email. The lamp line was cut in the same area as the irrigation had to be repaired in the front of the house on the visit when the lines were buried too shallow. The lines in multiple places were buried only to 1.5 inches of depth and had to be repaired. One repair took place only about two feet from where the lamp line is broken 

  
  2-In good faith, we made a visit to review the yard lamp and see if we could repair.  When our tech discovered the condition of the yard lamp wire, buried through a downspout and not up to code, we advised we would need more parts to make this repair and could do so but wanted to show them we did not cut this wire during our install, still offering to make the repair.  The customer was then upset that we were not admitting we damaged it (clearly can see in the photo attached that we did not) and asked our tech to leave the property.

  The line was not damaged where the tech took the photo. The line is damaged just about a foot from where the photo was taken and the tech did not remove the soil in that area to find where the line was broken, he stopped just short so the damage from the line would not be uncovered. 

  
  3-The A/C unit damage was not reported until more than 30 days after we had completed our work onsite.  We asked our team that was onsite if they recalled any damage and they did not.  Our policy is to report damage immediately to the office so we can follow up with the customer immediately.  We advised the customer of our findings and are not liable for damage we did not create.

  We reported the damage as soon as we saw it. Per the photo I posted, you can see that the fit was so tight it would be impossible to have another service there outside of irrigation that could cause the damage. When we reported the damage it was practically dismissed, then when the tech came to your house and made up a story about the down spouts when we have not had a down spout contractor, that excuse was also used for the air conditioning unit. ****, one of the owners, also sent an email which is attached that said no one is claiming the down spout contract work was done recently, yet in the email from ******* that is what she blamed the A/C unit damage on. 

  
  4-We have made several free visits to this customers property to address all their concerns as we do stand behind our product and service.  See file Follow Up Jobs Completed and email regarding their follow up concerns.  What they are asking for is unreasonable given the damage was not created by our company.

  The free visits that were made are part of the service, not an above and beyond measure. The visits were for resetting irrigation heads and repairing lines that were buried too shallow. 

  All emails from the company with the excuses and made up stories and threats of legal action to cover their fault are attached. The requests we are making are not unreasonable. 

  Customer response

  10/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  We are requesting a credit of $802.00 which is the amount of the quote attached to fix the lamp that was damaged. We do not accept that Westfield Sprinkler is not responsible for the damage mentioned in our complaint and we have entered many comments and communications to explain as to why we do not accept their response. 
  
  Regards,
  
  *********************
  

  Business response

  10/13/2023

  We have previously provided our concrete replies to the complaint. The only consideration we are willing to make here is to make the repair to the yard lamp wire ourselves. An $800 quote is absolutely ridiculous as this is a 15 minute repair with about $30 in parts, at most. If we proceed with the repair, as we previously offered to do, we will not return to the customers property or take liability for any other damage. 

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired The Sprinkler Company to add a new zone around my newly constructed concrete patio for the sole purpose of watering the newly created flower beds. Additional movement of sprinklers was noted to ensure that all of the backyard area is covered. The quote came in at $1,200. I agreed to get the work done. When the company showed up and did the work I came to find out that the new zone which was put in did not cover the needed flower beds but was simply adjusting the sprinklers to cover the backyard grass. I noted to the ******* that the purpose of the job was to add a zone around the concrete porch so that the flower beds are watered. The ******* reluctantly agreed to put in another zone in to complete the order. ******* was noticeably unhappy as this would take extra time. When leaving the ******* let me know that he had to turn off one existing zone as it was leaking and that he will send a new quote to get it fixed. I was not aware and did not have any zones leaking at that time. The quote came in for an additional $850 to fix the issue. I thought that was too much to fix a leak. I was told by the owners that its to put in a new zone. I questioned the need for a new zone so I got a second opinion. The other company came in and visually inspected the work which was done and came to the conclusion that the zone that was turned off was taken off of a valve so that it would be freed up to add a second zone which the ******* put in. What The Westfield Sprinkler Company did was turn off one of my zones without getting my approval and repurposed it for their mistake. I asked for the company to come out and review their work again. Appointment was set for 4pm. I waited until 6pm and had to leave my house. I was later told that ******* got there right at 6 and that I stood him up thus they will not be back again. I would like help on getting them to come back and fix the issue which they caused during their work on the $1,200 quote which I paid.

  Business response

  06/24/2022

  Hello-

  We received the letter informing us of the complaint that was filed.  We will not be opening an account with the BBB, you can close out the file with this email chain confirming we do not owe the customer anything.  The customer paid their invoice upon completion of the work and we have no other pending items for them. 
  

  Thank you-
  

   

  ********************************* - Owner 

  The Westfield Sprinkler Company

  Phone     **************

  Fax          **************

  Customer response

  06/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The company in question lied to me about the work being done and there being a leak in the system.  I took their word and paid the invoice as they stated.  I had no way to prove them wrong at the time of invoice.  When I got a second opinion from a third party they let me know that the work performed was not what I paid for.  I am not an irrigation expert and could only make that determination after paying the invoice so its not past due and getting a second opinion.  I asked The Westfield Sprinkler Company to come back to show me the leak which they have refused to do since they know there is no leak and that they were not truthful.  I encourage you leaving a bad review for The Westfield Sprinkler Company on your site as other consumers need to be aware of how The Westfield Sprinkler Company does business.  This matter is not resolved until they come out and show me either the leak they wanted extra $850 for or fix the zone they incorrectly disconnected.  

  *******, who is the owner and respondent to this complaint, has been very rude and pushy through her contacts over email.  I posted my dissatisfaction with their service on a local neighborhood ******** page and had neighbor respond back that they just had The Westfield Sprinkler Company do work at their house and they have big issues themselves for which they have submitted a BBB complaint as they are refusing to fix their mistakes.  Please make this company be accountable for their poor performance and ensure that others are not tricked by their deceitful business tactics.  Shame on them.
  
  Regards,
  
  ***************************

  
  

  Business response

  06/27/2022

  Per customer email 6/20, attached, he asked for a refund for prepaid service and agreed we "could never do business again".  We have no further obligation to this customer.

*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. ↩