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ComplaintsforHico Lawn and Lock
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Complaint Details
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Initial Complaint
06/10/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On April 7, 2021, I contacted HICO lawn and Lock through Thumbtack for a sprinkler and irrigation installation. *****, the owner gave me a quote of $3,200.00 for automatic sprinkler system. I told him my budget was $3000.00 and he agreed to work with my budget. I signed the proposal and mailed a check for $1200.00 for the deposit. ***** gave me an estimated installation the 1st week of May 2021. Since then he has been having one excuse to another, postponing the installation date. December 3rd, 2021, I expressed my dissatisfaction with his company and requested for my refund. He came and installed some pipes on the left side of my yard and never came back to finish the job. After reaching out to him, he said the weather was cold and pleaded that I allowed him finish the job. He stated that he had the materials to complete the installation early spring of 2022 which I agreed.On May 10th 2022 I reached out to him and he told me he had me booked the week of May 16th. May 17th, He informed me he was sick and will come the following week. I never heard back from him.On May 27th, 2022, I finally got fed up as I have been patient with him all this while realizing that he was not reliable. I finally decided to cancel the job and requested for my refund. He promised I would receive the refund the week of May 31st. He also stated 25% of the job was done with materials and labor. I did not agree with this since I did not receive any receipts and gave him the option to remove the pipes as I do not intend to go through this process again especially after my experience with him. I have not heard back from ***** and he has not emailed my check I reached out again on Wednesday June 8th 2022 to ask for my refund and he has not responded till date.Customer response
06/20/2022
I have not heard from the business in response to my complaint.Business response
06/21/2022
We do have a contract to install irrigation which we did start in good faith by adding irrigation to the left side and rear of the house. We did fall behind on our schedule I can understand the frustration that caused. The weather, along with myself and family sick with Covid recovery and not wanting to spread the virus were cause for delay. Each day compounded delaying our schedule. We had and still have full intentions of completing the irrigation system. We are more than willing to set a solid schedule date to complete the irrigation project. On Thumbtack we have 60 reviews and have earned and maintain 4.9 stars. I understand a refund is requested we can agree on that based on how much of the project is already installed.Customer response
06/22/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
The response provided by HICO Lawn and Lock does not resolve my issue.
As rightly stated I contracted HICO lawn and lock out of good faith after reading all the positive reviews online and I contracted them to install an irrigation system to my property. The business did not keep its promise and did not take my work seriously.
Of note, this contract was established in April 2021, and HICO lawn had promised an installation date of the first week of May 2021. Several excuses came up and I was very patient. The business however, has not been credible and has never kept to their words. Its been over 1 year and I am still getting the same excuses.
The business mentioned that they added irrigation to the left side and rear of the house but forgot to mention that they only showed up after I had initially requested for a full refund back in December 2021 due to their lack of fulfillment. HICO showed up just once and installed pipes for irrigation and has never been back to my property since then; 6 months later, its the same excuses and now that I am asking for my refund, he claims that 25% of the work was done. So, as it stands I have no use for the installed pipes and I am very disappointed. The installation of the pipes is being used as a stalling tactic and if the roles were reversed, HICO will not be as patient with me.
I am sure others have had good experiences with them; my case has been different. I haven't had any positive experience with HICO hence the mention of the positive review does not help in my case.
As a matter of fact, the last text I received from HICO was from June 10 2022, which stated " I will have your check out this weekend to you". Today is June 21st and he wants to discuss about the refund. ***** has never kept to his word as far as am concern. Each time I demand a refund, he tells me he has all the materials ready to install yet, no installation has been done.
This whole process has been daunting and now I do not wish to carry on which this project.
All I am asking for is my refund. I just want all this to end already.
I have called out numerous times from work expecting that HICO will show up on the dates that were promised. They do not realized the inconveniences they have caused me and my family.
We have all been impacted by Covid in one way or another and businesses are still making efforts to satisfy their customers
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.