Complaints

This profile includes complaints for Just Sprinklers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Just Sprinklers

  9140 Montgomery Blvd NE Albuquerque, NM 87111-2406

• 

  Just Sprinklers

  9170 Coors Blvd NW Albuquerque, NM 87120-3100

• 

  Just Sprinklers

  4500 Bogan Ave NE Albuquerque, NM 87109-2215

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  Just Sprinklers

  408 Frontage Rd NE Rio Rancho, NM 87124-1406

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  Just Sprinklers

  858 Saint Michaels Dr Santa Fe, NM 87505-7608

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have attached a summary of my correspondence with Mr. ****** of Just Sprinklers, as there are many details. The bottom line is that in early October, 2023, I asked them to send out a technician to do a full fall pond cleanout. When the technician arrived on October 11, 2023, I noted that he was not draining the pond as per the usual procedure for cleaning. When I asked him why, he said that he was there to do a "winterization", which meant cleaning the two pumps and installing netting over the pond to keep leaves out. This was not what I asked for, but let him proceed. In the weeks following, some of the fish began to die and I again contacted them to do the full pond cleanout I had originally asked for and expected. By the time the technician arrived on December 12th, 2023, of the 17 fish in the pond, only 3 were still alive. Within a day, one died and within a week, the last remaining two also died. As the attachment indicates, you can see my attempts to find a resolution, which were answered by excuses as the holidays, too busy, the owner was "slammed", etc. and as of today, January 21st, 2024, he did not even respond as he indicated by the end of last week. I am seeking restitution for the "winterization" that I paid for, but which I had not asked for and it is my belief that had the full cleanout been done when I asked, my fish would still be alive. A strange coincidence that in 9 years/36 seasons, each year with a full spring and full fall cleanout, the fish were fine. The first time the fall cleanout was NOT done, all of the fish I had cared for over 9 years, died. I blame Just Sprinklers for this negligence and the apparent inability of the owner to respond other than he is too busy, etc. I think that after several e-mails and almost a month, I should have some response to my request and complaints. The money below is just for the "winterization", and I also had to pay $566.61 for the (eventual) fall cleanout, which was too little, too late.

  Customer Answer

  Date: 01/22/2024

  *** ******* <***********************>
  Thu, Jan 4, 9:05 AM
  
  to ****, bcc: me
  
  Good Morning, ****
  
  I have not heard back from you after acknowledging my previous email about my pond disaster, and I understand that the holidays slowed things down.  However, I'd like to know if you've had a chance to investigate the circumstances and am hoping that we can come to some kind of amicable resolution.  This really was a disaster for me, and one, which, in my opinion, could have been avoided had I received the full fall pond cleanout that I requested, when I first contacted Just Sprinklers in the first week of October, but received a "winterization", instead.
  
  I look forward to hearing from you.
  
  Regards,
  
  *** *******
  *** ***** ***** *** **, ************ **  *****
  
  **** ******
  Thu, Jan 4, 6:26 PM
  
  to ******, me
  
  Thank you for your follow up.  We have been short staffed due to the holidays but my full staff returns Monday. I should be able to dig down and have a response for you next week.
  
  Thank you for your patience
  
  ****
  
  

  Business Response

  Date: 03/11/2024

  Just Sprinklers has worked on This pond multiple times.   we are saddened to hear of the loss of ***’s fish.  However, there was nothing we could have done that would resulted in the death of her fish.  There are many reasons why fish die.  The reasonable thing to do at this point is to replace the fish.  I am willing to provide replacement fish at cost if Sue is willing to accept my offer.  

  Customer Answer

  Date: 03/11/2024

  Complaint: ********
  
  I am rejecting this response because:  I do not wish to deal with the death of any more fish, as I still believe Just Sprinklers was negligent.  However, if the proprietor is willing to substitute some pond plants instead of fish, I'd be willing to accept.
  
  
  
  Regards,
  
  *** ******* 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 03/14/2024

  Hello ***, 
  We accept your revised request. Please reach out to us with the plants you would like and we will work out the details. All we would request is that all of the bad reviews are removed across social media platforms, including ********, bbb, and ******. 
  Thank you

  Customer Answer

  Date: 03/14/2024

  Complaint: ********
  
  I am rejecting this response because: I still believe that Just Sprinklers played a major part in the death of my fish as I explained in detail in all of my e-mail messages to the owner.  Based on what I observed and what occurred, or didn't occur, I am not going to withdraw my comments on ********, as I fully believe that Just Sprinklers was at fault in this disaster.  I have no interest in any further contact with them.
  
  
  
  Regards,
  
  *** ******* 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 03/19/2024

  At this time we have done all we can to rectify the situation with ***. We have met all of her requests; however, she has rejected every offer we extended at her request. We do not see that we can do anything to make the situation right in ***’s eyes. If it were possible to bring her fish back or prevent them from dying we would have done so. We apologize for the situation but there does not appear to be a way to make peace with *** in regard to this matter.

   

  ***** ****** ************************ *****************************

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The first few days of August, I was purchasing flagstone from this business. ****** in Santa Fe gave me a " free" estimate of $750 for 120 square feet and his estimate turned out to be less than half of what the materials would end up costing up costing ($1960). He then misrepresented the size of flagstone he sold me as 12x12 when it was 10x12, a size he then claimed they don't even carry. After I bought up this odd lot and laid it on the floor, I discovered that the flagstone tiles must have been from a special order and they had no more so we had to cut two inches off 66 more tiles. I gave the owner of the company a chance to compensate me for the trouble we were having and he offered me a measly 10 percent discount which he should have done because we had been paying for 12 X 12s and not the smaller 10 X 12's. I believe he sold me an odd lot which would not carry a lot of value for him. It has taken my husband hours of time to cut the second batch of stones and we've found someone who will custom cut the rest of the stones for more than what we were paying. ****** also insinuated that we had cut the 12"X12" down to 10"X10" basically accusing me of lying. Due to their lack of customer service and the fact that they misrepresented their product creating a very difficult situation for us and they didn't want to do anything to rectify except giving us a measly 10 percent discount, I would like a full refund of the $983 we spent on the purchase.

  Business Response

  Date: 08/11/2023

  ***** went to our Santa Fe store to buy snap cut flagstone. According to ***** she thought she was buying 12” x 12” snap cut pieces which is what we sell at the Santa Fe store. When she got home she says she measured the pieces and they were 10” x 12”.  This is where the story gets very confusing.  Rather than bringing back the pieces she decided to lay them down.   According to her story she bought more pieces and she decided to cut the new 12 x 12 pieces down to 10 x 12.  I was very confused at this and still wondered why she didn’t bring back the wrong size pieces. So she called me asking for 66 more pieces for free because we sold her 10 x 12.  She told me she didn’t want to bring them back because of the dirt road they live  on and it is a long and she lives in Pecos, NM. Again I was very confused at her story.  I talked with ****** the manager at the Santa Fe store and he told me also that he also asked her to bring back the 10 x 12 pieces and she refused. The whole transaction on *****s side seems really confusing, however I offered her 10 percent discount on the 66 additional pieces she would need. She declined my offer via a text message. 

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last fallI hired Just Sprinklers to blow out my irrigation system as part of winterizing. During the process they broke a pipe. At the time they said they would fix it free of charge. They were scheduled to fix it yesterday, but clearly did not come by and fix it. When I called today to inquire, they rescheduled for tomorrow. However, they requested to put a credit card on file, which makes no sense since they are repairing a issue that they caused. I would like to make sure that they fix this problem with no expense to me.

  Business Response

  Date: 07/31/2023

  The customer requested their very old system to be winterized and as we performed a winterization of the system, a fitting broke. This was no negligence on our part but a weakness in the system due to the age of the system. Old systems break and this is a case of maintenance not negligence. If we did anything wrong, it would be that we accepted the job to winterize their system so the customer would not have any worse damage or loss of water through the winter.
  
  **** ******
  Owner
  
  

• Initial Complaint

  Date:06/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked Just Sprinklers (**** ***** *** **,ABQ 87109) to give an estimate for installation of drip irrigation system in our front and backyard. When the technician came to my property 6/1/22 for the estimate, he turned on a very old existing and non-functioning system in the front yard. It had not been tuned on by us or used at all since we have been in property for 10 years. it was not leaking. I was not advised of the risks of turning this on. The technician also did not ensure that it was turned off when he left our property. Several days later we noted water pooling in the front yard and sidewalk. I phoned the company to ask them to please turn off the system they turned on. They sent a man 6/8/22 to turn off the front irrigation system that they had turned on, and he spent less than ten minutes to turn off the system and checked the water meter to ensure it was properly off. I then received a bill for $269.69 for the work of turning off the system they had turned on for the estimate one week prior. I called the company to explain that this was not a problem that existed before they visited my property, as they were the ones who turned on the old system, and I was advised that they would not null the charge and that the bill stands. This is a very dishonest way to do business, and I don't feel that creating a problem for a potential client and then billing them to resolve that problem that was created during a visit to give an estimate for work is ethical or good business practice.

  Business Response

  Date: 08/09/2022

  The customer called for an estimate.  Asked us to evaluate their old sprinkler system to give them an estimate of what it would cost to fix the sprinkler system.  The customer gave us permission to turn on the system which we had to do to give them an evaluation. A few days later they noticed that a valve wouldn’t completely shut down. We sent a technician back to the house to shut down the valve that had opened due to the valve being turned on for their evaluation.  This was a very old system and in retrospect we should have never touched the system to begin with.  However, we did touch this old system and as a result several days later it leaked.  We do not believe ourselves to be responsible for their old sprinkler system.  We touch a lot of old sprinkler systems by our customers request, and we don’t believe that because we are doing our best to give our customers the information, they are looking for that we at no time own any part of the sprinkler system.  In good conscience we immediately sent a technician to the house after 6PM to address the emergency and we believe we performed the service they requested and should be paid.

• Initial Complaint

  Date:05/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Just Sprinklers came out on May 6, 2022 to give me an estimate for fixing my back yard sprinkler syphon valves. Their quote was extremely high so I said not to having them fix the issue. The technician then wanted to check my front yard drip system so I allowed him too. He claimed he found an issue with the valve, which I felt was odd because me and a friend had just checked that valve 2 weeks before and there was no issue. All in all, the technician stated I would have a big water bill if I don't fix the so called leak and I felt pressured to fix it. I asked him how much to fix it and he said $250, so I just said to do it. Well I came inside my house and 20 min later he knocked on my door so I can pay the invoice. Well the invoice was $317. I asked why so much more and he said he found issues while he was fixing the valve. I paid it because again I felt pressured and he had already done the work and I did not know I could have told him to just take his equipment off and I will fix it another way that was not going to cost so much. He charged me $140 for a valve that costs $20 at an irrigation store and then charged me $30 for a rebuild fee. I then had a retired city inspector come see the work this technician had done and the inspector said that only the top portion of the valve was replaced, yet I paid for a full price part. I called the business owner to come take his equipment off my system and I will get it fixed another way, but the owner said he can't do that and was not willing to resolve this issue. I feel I was over charged and was taken complete advantage of.

  Business Response

  Date: 02/02/2023

  On May 6th, 2022, we completed a standard service call for ***** ******. At the time of the call
  our irrigation technician completed an inspection of the backyard system, finding that we were
  unable to make repairs to her system. Our technician then inspected the front yard system. He
  found that one of the customers valves was weeping. Meaning that the internal diaphragm of
  the valve was not closing properly, allowing water to continually flow through the valve. This
  problem is not visible from the valve box but can be observed when inspecting the sprinkler
  heads or emitters. Irrigation system require lots of attention, and can break at any moment,
  especially if the system is older. Even if the system appeared to be in great working condition
  two weeks prior, a problem could have developed between that time and our arrival to property.
  
  Our technician made the approved repairs to valve by rebuilding it. He completely took apart the
  valve and replaced all the internal pieces. This can only be accomplished by using a brand-new
  valve and taking its new internal parts and placing them into the valve that was there. When we
  find an issue with the internal components of the valve, we prefer to replace the parts that are
  broken rather than install a brand-new valve body. It saves the customer time in labor charges
  and accomplishes the goal of repairing the internals. We charge for a new valve because that is
  what is required to rebuild a valve.
  
  While the technician was making those repairs, he found an issue with the backflow device. He
  rebuilt the Atmospheric Vacuum Breaker, which was an additional $30.
  
  We understand that the some of the parts we install can be purchased for cheaper on amazon or
  elsewhere. When we install any part at a customer’s home, we are providing more than that
  part. All of our service comes with a warranty, ***** now has a 1-year warranty on everything
  that was done. We back our parts, and our installation, all which we see as an added value. Not
  only that, but we also install only commercial grade products.
  
  There was a manager discount that was added to the invoice providing ***** with an
  adjustment to the original invoice. We do not believe a further refund is justified. A service was
  quoted to *****, and she approved it. We stand behind our work, and only recommend what is
  needed to help keep our customers systems working properly and avoid high water bills.
  We apologize that the total invoice amount was not more clearly communicated however the
  work was approved prior to the technician beginning.

  Customer Answer

  Date: 02/10/2023

  To whom it may concern, 
  
  I noticed my case was closed yesterday with this company and I didn't realize there was action on my end. I would like to reopen the case. I read the email Just Sprinklers sent to you, but i still don't agree with then. 
  
  When they decided to fix the other issue they found, they should have knocked on my door to ask if I was ok fixing it for an additional amount of money. They did not and just fixed it without getting my approval. I never even had an issue with my front system, but all of a sudden he said sometime was wrong so I believed him.  I had approved the original invoice of $250, but not for the additional work. I felt pressured to sign the final invoice because he had already done the work so, I felt I needed to sign it.
  
  So they were in the wrong for not asking me if I approve the additional charge.
  
  Thank you,
  *****