ComplaintsforMontgomery Irrigation

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Did not check system when opening, and then charged me to come back out.

  Bureau response

  08/10/2023

  Timothy ******
  Montgomery Irrigation 
  **** *** ****** ** ****** ** *****
  
  
  Dear Timothy ******: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 8/9/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: ***************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Stephen ******

  * ** *****

  Daytime Phone: ###-###-####
  E-mail: ********************************
  

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Service Issues 

   

  Customer’s Statement of the Problem:
  
  Did not check system when opening, and then charged me to come back out.
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Billing adjustment; Refund
   

  Bureau response

  08/10/2023

  Stephen ******
  
  * *** *****
  
  
  Dear Stephen ******:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/9/2023 against Montgomery Irrigation.  Your complaint was assigned ID *********   
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Business response

  08/10/2023

  The client is requesting an invoice adjustment and refund.  As was explained to the client on the phone yesterday the invoice in question has been written off and nothing is due, and a refund has been issued for the winterization service that they prepaid.  The client was also told that we will no longer provide services for him due to the fact that we have made a total of 3 visits to his property over the last 12 months and 2 out of those 3 visits, after the work was complete, he refused to pay the bill.  The first instance from June of 2022 we gave the customer a partial credit as a courtesy.  In this second instance we were not willing to do the same.   The resolution for us was to go ahead and write off the latest invoice and not continue doing business with the client.

  Bureau response

  08/10/2023

  Stephen ******
  *** ******** **** *** ************** *****
  
  
  Dear Stephen ******:
  
  This message is in regard to your complaint submitted on 8/9/2023 against Montgomery Irrigation.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Montgomery Irrigation. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  The client is requesting an invoice adjustment and refund.  As was explained to the client on the phone yesterday the invoice in question has been written off and nothing is due, and a refund has been issued for the winterization service that they prepaid.  The client was also told that we will no longer provide services for him due to the fact that we have made a total of 3 visits to his property over the last 12 months and 2 out of those 3 visits, after the work was complete, he refused to pay the bill.  The first instance from June of 2022 we gave the customer a partial credit as a courtesy.  In this second instance we were not willing to do the same.   The resolution for us was to go ahead and write off the latest invoice and not continue doing business with the client.

  Bureau response

  08/15/2023

  Timothy ******
  Montgomery Irrigation **** *** ****** ** ****** ** *****  
  
  Re: ID * ******** * Stephen ******
  
  Dear Timothy ******:
  
  Thank you for your recent response to Stephen ******. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau response

  08/15/2023

  Stephen ******
  *** ******** **** *** *********** ** *****  
  
  
  Re: ID * ********* Montgomery Irrigation
  
  Dear Stephen ******,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

*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. ↩