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Complaint Details
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Initial Complaint
10/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 25th, 2021 Nature's Helper was out to start up irrigation system and run through the zones and replace heads etc. The technician broke the drain valve on the sprinkler line. Their invoice mentioned that the handle broke off, but I did not say it had to be replaced anyway. In fact, I spoke with a customer service representative asking for an adjustment on the bill. The customer service representative refused. My wife wrote a letter along with the payment explaining that this additional cost is a lot for us ************************************************. Today the plumber came out to fix it and it cost $******. We paid Nature's Helper $******.Business response
11/10/2021
Business Response /* (1000, 5, 2021/10/15) */ Homeowner has been a repair customer with us since July 2013, with a gap from April 2014 to September 2018. On, June 24th a technician arrived to perform the spring Start-up, in which we close the drain and turn on the water before running through the system and checking heads. The technician's notes say "inside drain leaking, handle broke off when I turned it, homeowner said that it was okay since he had to get the drain replaced anyway." This note was included in the invoice sent to the homeowner on 6/25/2021. The invoice included a charge for the Start-up service (this is normally a pre-pay only service, but since the homeowner had been with us many years we billed afterwards) as well as 2 replacement heads, their corresponding nozzles, and the 15 minutes of labor to change the 2 heads. During discussions with the homeowner on June 29th & 30th the office conveyed that upon our arrival the drain was dripping heavily which indicated that it needed to be replaced, and that the handle breaking off when turned without a tool showed that it had likely been in need of repair for some time. The homeowner told the office that the drain had been like that for five years and it was fine because there was a bucket under it. Therefore, Nature's Helper determined we were not at fault. While we have compassion *********************************************************************, unfortunately parts do fail over time through no fault. As the homeowner stated, this has been an ongoing issue for five years. At the time of service we recommended the homeowner contact a licensed plumber. Although Nature's Helper accepts no fault in this situation, we will issue a full refund of the paid invoice.
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Contact Information
Business hours
Today,8:00 AM - 5:00 PM
MMonday | 8:00 AM - 5:00 PM |
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TTuesday | 8:00 AM - 5:00 PM |
WWednesday | 8:00 AM - 5:00 PM |
ThThursday | 8:00 AM - 5:00 PM |
FFriday | 8:00 AM - 5:00 PM |
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.