Complaints

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:03/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Today, 3/28/24, I received an email from ** ********,/ Rainscapes Install Manager, that Rainscapes would not finish the installation of the sprinkler system purchased by me, in accordance with Rainscapes proposal of January 1, 2924. Rainscapes claims that, despite the mutually accepted proposal, their approach to installing the system would not provide the four zone “ goal of this project is to add on to a functional pump irrigation system at the Mallory residence”. It is my assertion that Rainscapes, in their hurry to gain my business did an grossly inadequate job of examining the system they were intending to expand. The four expansion zones agreed to and paid for ********** by me are now only three operational zones, the fourth zone doesn't operate within my system because there approach to providing this capability was apparently dependent on 20 year old wiring which they failed to fully examine before submitting their proposal. Now Mr. Langford, representing Rainscapes, requires additional money in order to make the fourth zone operational.

  Business Response

  Date: 03/28/2024

  Rainscapes did an estimate to add 4 zones the the customers system.  We install the 4 zones promised. We did not agree to make repairs for free to a the system that we did not cause. We are not charging anything additional to do what was estimated but we will charge to fix any outstanding issues with the system.  We have contacted the customer and have set up a time for our install manager to come out and review in detail with the customer.  Thank you 

  Customer Answer

  Date: 04/02/2024

  Rainscapes has resolved my complaint.

  Thank you!
  

• Initial Complaint

  Date:03/21/2024

  Type:Customer Service 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 a contract to weatherization of my sprinkler system. I received a text message on March 08, 2024 that the sprinkler system would be turn on by March 10, 2024. I wait until today to find out that they are not going to change my sprinkler system until May 10, 2024. I reach out to the Branch Manager who is very rude and told me to take it. I have left a phone message to Maria B**** via phone call this afternoon. I went further and made a customer complaint with Fairway Landscape the holding company of Rainscape of Knoxville TN. The Branch Manager was rude and unprofessional and told me to either take or shove it my _ ss.

  Business Response

  Date: 03/21/2024

  I have reached out to this customer to resolve the issue.  

• Initial Complaint

  Date:07/07/2023

  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.

  On June 22, 2023 I was asked to renew my maintenance agreement for my 2nd year for the property located at 1706 Lovell Landing Ln Knoxville TN 37932. I explained that my sprinkler system was not working properly and the representative of the company wants to charge me after spending over $7000.00 for a new sprinkler system. The sprinkler system comes on when it rains and I have made number of complaints, no response. I will pay for the annual maintenance agreement but please fix the system.

  Business Response

  Date: 07/07/2023

  Our Service Manager reached out to Mr. ******** It was a simple miss understanding that his system was under warranty and our CSR did not know.  We are scheduled to go out free of charge to replace the rainsensor on the Mr. *******'s system.  Mr. ******t is going to renew his package with Rainscapes. 

• Initial Complaint

  Date:07/06/2023

  Type:Customer Service 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.

  Rainscapes installed an irrigation system March 2023. I have had numerous issues with coverage. They have been out there 5 times to adjust the heads and have ignored the suggestions of their own warranty/ service manager. They came out last week to address the back yard after a service technician had been there the week prior. In his notes he stated he had not adjusted anything in the back yard. When the service manager and Tyler came out they said he had increased the head capacity. The problem is that they did not catch the fact that the heads are now spraying significant water into the dog houses. Their solution is to now adjust the heads where it won’t hit the houses but that will once again reduce the amount of water hitting that side of the yard. They did not follow the suggestion of the warranty department who came on site. I also have several heads in the front where the water is not hitting the curb so the grass is not being properly watered. This is a minor adjustment. They also did not properly clean up the area and left a huge rock cover up by my monkey grass that damaged my lawnmower when I ran over it yesterday. Just very frustrated with the level of response. It is absolutely unprofessional to miss twice that water is spraying my dogs living quarters. I should not have to baby sit them on a lawn project. This should be easy. They gave me a 5 hour window to wait once again to try to fix their issues. I talked to the COO and her response was that we just don’t have theses types of problems? Well obviously you do now. I have zero idea how to adjust these heads. And I certainly did not leave the rock you dug up for my lawn mower to be damaged.

  Business Response

  Date: 07/06/2023

  We have made several attempts (documented) to resolve Mr. *****s issues.  We had two managers out on more than one occasion to review issues with Mr. ****** The last visit out Mr. ***** stated that everything was satisfactory.  Mr. ***** called in again about his dog house being hit with water and we set up an appointment to return.  Mr. ***** called in upset because of the time frame of arrival.  We tried to work with him and he became very irate and cussing at our staff.  He stated he did not want us to come back out.  At this point I am not sure what we can do after we have been told not to return to his property.  We have all conversations documented and recorded.  He has repeatedly cussed and yelled at our staff.  We have done everything in our power to work with Mr. ******  There is no evidence that we left any rock in his yard for his mower to hit.  No one is perfect but one thing we do at Rainscapes is do everything in our power to make things right and give the best customer service possible.  We would be more than happy to come out one last time and adjust a head to not hit his dog house but he has told us not to despite what he has stated in this complaint would resolve this issue.  

  Customer Answer

  Date: 08/28/2023

  Still haveing issues the original complaint went to Spam. While no one expects perfection, I think it is reasonable for someone to expect that when you pay 7,000 plus for a spribnkler system that it should properly water your yard. The pictures do not lie. I have spots where the grass is dying and the rest of the yard is thriving. I have a sprinkler head shooting into the dog houses still. The argument that you had two managers come out works both ways. You are trying to suggest that by having managers come out it excuses the pictures of the dead grass and the dog houses. The managers looked at it and said it was fixed. They are the experts. Should I expect dead grass and my dog houses getting sprayed if it is fixed? Lastly you stated time and time no one is perfect. I own a medical distribution company. If you needed surgery and a surgeon gave you that reply on the success of a surgery you were having; how confident would you be in him? If our community sees your reply to these complaints along with the corresponding picutres I have presented, how confident will they be? How confident will you be when we go to small claims court? At no time are you stating these are not issues. You are stating that you tried. That does not work when you were hired to do a job. I want it fixed or I am taking you to court. I dont care what you have to do. i just want it fixed. This is not my problem but your companies.

  Business Response

  Date: 08/28/2023

  This complaint was resolved and closed by the BB over a month ago.  Like stated before and with all the documentation that we submitted previously we tried to set up additional service to come out but that service was denied by Mr. ***** and we were told not to come back out.  At this point there is nothing more we can do and we have already provided lots of documentation previously.  This customer has slandered the company on many review sites and at this point it is harassment due to the fact that we have tried to fix any issues and been turned away. Thank you 

• Initial Complaint

  Date:10/13/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  see attached complaint

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 6, 2022/10/20) */ Contact Name and Title: Rita Picon Service Mgr. Contact Phone: XXX-XXX-XXXX Contact Email: *********@rainscapes.com We reached out to ******* ******* and sent out our Field Service Manager Dave Buckner to evaluate her irrigation system. Dave's notes are: 10/17/22... DB... Today when I arrived I met with ******* and we turned on the water at the meter for the irrigation system and the meter stopped. We went to all valve boxes together and open each valve manually and each valve closed. Looked at a few areas that she was concerned with by hooking up the remote control and looking at the zones. I Filled out a zone location card and programmed the controller to start at 1:30 AM Monday Wednesday and Friday per her request. As far as the drip tubing goes I'm not sure why this is here but I feel like this is extra from a previous job. She requested that I leave the drip tubing behind the shed so I did. I also recommended that she could have a master valve installed on this irrigation system to help with seeping valves. ******* ******* was very satisfied with the out come. ******* called the next day to thank us for coming out and apologized for the misunderstanding on her behalf. Business Response /* (1000, 9, 2022/10/20) */ ***Document Attached*** Please see letter from ******* *******. Recanting her complaint.