ComplaintsforHometown Lawn, LLC

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Hometown out in November of 2021 to winterize sprinkler system. I told them to call before coming which they did not do, I turn system on myself every year and when I went out to do could not find main gate valve in ground. I called company and they were to come out or at least tell me where they turned off. The year before they shut off in valve box both inlet and outlet. Well I waited all day and late afternoon called and asked when they were coming and she said we’re not we don’t work in rain. Owner called me and said he would ask tech we’re he shut off which never happened. I spent 2 days digging and finally found valve box buried and packed down with clay and mulch 15 inches deep. I’m assuming so I would have to call them back for startup which they offered to do for a charge. They were told to call first for exactly this reason. I requested my money back for winterizing since they did not perform as requested and wouldn’t come back out or assist in locating now buried valve box. Owner was given opportunity to refund money or reveal where they had shut off and buried valve but no response. He was asked to tell where they shut valve off no response. I sent emails and texts and only response by owner was he would ask tech. Owner was unapologetic that woman who takes calls left me sitting all day thinking they were coming out and than late afternoon said we don’t work in rain like no big deal.

  Business response

  03/24/2022

  What we have is someone that hired a professional to perform a service and said service was performed, charged and paid in November of 2021. We have performed the same service since 2015 for the same client, but at a new address in 2020 & 2021.

  The new address is setup differently than the previous addresses and this setup was not installed or designed by us.

  From phone discussions with the client on 3-21-22, it is our understanding that the shut-down service was performed differently between the two years with respect to how the system supply was turned off. Year 2020 it was done at the backflow device, in 2021 it was shut-off at a gate valve in the landscape bed. 

  Client commonly performs his own Spring start-up annually and does not hire this service out. I think it's a fair assumption that in 2020 he was present, or independently discovered, the supply source. Since the source was terminated at a different location in 2021, it was not familiar to the client. Note email 1 attachment that does not request contact to be made at time of service, but is referenced in the complaint. The part of the complaint is a mere convenience to assert we did not do as asked. We were not asked. Nor is it common for a client to be in attendance for this service. Consequently he deemed our service to be done incorrectly, instead of different. Ref: Email 2 "Your tech has left inlet and outlet gate valves in the on position as well as all 1/4” screw valves." Never was any damage noted from the Winter, which would have been present had the service not been performed.

  We have a fellow owner that was witness to the phone conversation on 3-17-22 that client was not told we would "be out" but that he would be added to the "Urgent" list and contacted soon. We strive for a 24-48hr response time. Client asked specifically to speak to an owner and the owner that addresses this was out until 3-21-22. 

  On 3-21-22 PM client was contacted via phone by owner. Civil discussions were had. Sidenote: Client had already at the time of this call left a 1-star review on ****** ******** on 3-21-22 AM, don't know why. In this phone conversation discussions were had regard the methods of water termination. Owner, advised client that his description was that of a remote shut-off valve between the water source and what he said was the termination point the previous year. Owner explained that the tech that serviced in 2021 had more experience than the tech in 2020 thus the explanation of different shut-off points. Still an existing property of the subject system and not any change of appurtenances by provider. This information via the phone call from the owner was used by the client to self-perform and locate the shut-off point. It's location was inferred to be "hidden" by provider of which is not true, since provider did not install or change shut-off point. Another attempt to devalue the service provided and defam provider because of client's ignorance to subject system. There was never an attempt to defraud or persuade client to hire provider for start-up other than offering to provide start-up service as a chargeable service if we had to visit the jobsite. This is a standard practice. 

  A refund is not deemed valid by provider as the service provided was performed at, or above, an industry standard and no damage had resulted from service provided for paid fee. Client is simply angry and looking for someone to blame for his own ignorance to his own sprinkler system as an attempt to save face for his accusatory and defamatory statements said on the phone with our office manager and in email. REF email #2.  Client is also over exaggerating his "2-days" to search as the phone call was on 3-21 and email of found device was on 3-22. Again in an attempt to defame provider.

  Once client was able to find subject shut-off, his story changed from us leaving the system in an improper form, to attempting to defraud and hide subject shut-off. This is untrue and proven by the time taken to call and describe subject issue and resolution via phone with client that resulted in a successful turn-on by the DIY client.

  Client has a history of treating provider staff with crass.

  Respectfully submitted and performed.

  Customer response

  03/24/2022

  [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 as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *** *****

  The bottom line is when I initially called in lady told me she would get someone out the next day. The next day I sat till late afternoon and finally called to see when company would be out. She said oh we don’t work in rain and was unapologetic just said oh will get you on urgent list said it could be 2 or 3 days. It’s not unusual for a company to do the courtesy of a 1/2 hr before so client doesn’t have to sit at home all day wondering if it rained at there shop. Major utility companies etc do call befores all the time. All that aside the tech came out shut off in a different location and than packed it down with clay and mulch 15 “ deep. My request was to tell me where they shut off and owner said he would ask tech. Well he never responded back so my son in law who’s a master plumber came out and we used metal detector to locate. Note this is now day 3 and I had fertilized and wanted to run sprinkler not knowing they had shut off at new location. The owner even admitted it was actually shut down the previous year wrong and said if I knew of good help he would hire them. So I guess he’s saying shutting down and packing the pit with mud and mulch making it difficult for homeowner to locate. I will not drop this till I’m refunded for winterization which was not done properly. And for his information we did have damage on 2 zones. Which may or may not be from freeze up. There lady that answers phone is condescending and doesn’t apparently care whether you want them out or not. He can refund the money because I’m not dropping it. Also for his information there’s many other outlets to describe companies who think customers are going to put up with poor service. ******** app. ******, the list goes on. I don’t need them on my property again. I’m hoping BBB can hold business like this accountable for there actions. Side note owner might want to invest in cell phones for his employees to make call befores because some people including myself want to be home and witness there work or in this case lack of.

   

   

   

• Initial Complaint

  09/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I wrote a one star review on a website about this company, so they started posting my private information - first my phone number and next my address. Is this legal? I put this information in a web form asking for a quote. I've attached a revised response they gave. I had changed my review as I was trying to get them to take down my cell #. This is ridiculous!

  Business response

  09/27/2021

  They are not a client. We have never done work for them. They created a one star review for no reason. I googled info and responded as seen, leaving off actual house number, which is actually available via any web search through his google name, for other companies if he were to contact them. He has since changed it to a 4 star review again, no reason for this person to review us at all. I’m tired of being bullied by people we don’t do work for via random star reviews. 

  Customer response

  09/27/2021

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because:
  
  Regards,
  
  *** ********

  They posted my private, unpublished cell # on Google, changing it to my address after I told them they could be held liable for publishing my private data. They got my cell number and address from a web form I submitted to their office for a quote.  They know darn well who I am. What they're saying isn't true but please just close this. I won't deal with these people. They lie. 

*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. ↩