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Complaint Details
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Initial Complaint
01/30/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I contracted this company to install an irrigation system like one of their former customers had installed. Delay after delay. System installed while I was out of town (late summer 2023). Upon my return I found a system installed but nothing like the one my friend has!! I contacted them several times and actually told them about my displeasure. Unfortunately I did give them permission to install while I was not at home. So I did not make an issue. Fast forward to Jan 2024. My system was prepped for an impending freeze - or so I thought. After the freeze, it was determined the backflow valve was cracked and needed to be replaced. I have repeatedly tried to call and/or text Mr. Hernandez -- both his personal phone and the business phone. I have yet to have a response of any kind. The system is less than 6 mos old!! If this is how he treats his paying customers, I am baffled as to why he has a 5 star rating. I am slow to anger; patient; understanding... I just do not know why he will not respond. It has been over a week since I have tried and tried to contact Mr. **********
Business response
02/14/2024
We did have permission to install the system while you were out of town. We were never delayed in our initial installation process. We had agreed to be there while you were out of town. The system works perfectly and it is the same kind as the one we installed at your friend's house. We don't know how you came to that conclusion. Your duty as the home owner is to check the temperatures to avoid any damages to the system. I did contact you and you said you would call me back and never did. We care about our clients and it is our duty to get back as soon as possible. Unfortunely the number you were trying to reach was out of service due to techinal difficulties. When we did see the message I got in contact with you, but never heard back.
We have hundreds of satisfied clients due to our quality of work and great customer service. If there is anything we can do to still repair your system we are here to help like we have always been.
The repair has nothing to do with our initial installation of the system. That was done a few months and you approved the final inspection when I came by. The repair can be done by any other company if we weren't available at the time.
I hope this makes sense to you and helps you understand how the process works. Thank you!
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.