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Complaint Details
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Initial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On March 12, Lawn Sense was hired to repair broken sprinkler system. Clients home is for sale. There were to be two visits to complete the work, and my client my client was charged $1400. When the second tech arrived to do his part the following week, he told us that 17 sprinkler heads were needed and the first tech installed only 5. On March 21, the company sent the tech back to finish the repairs, but the tech told my client she owed him $350. So, after finishing installing the sprinkler heads as his company instructed, he removed them. We were not told about the additional money owed until the back end, and my client refused to pay it.
Business response
03/21/2024
On March 12, we charged the client $893 as seen in the documents uploaded by the person complaining, not $1400. We informed them that some additional work needed to be done in the amount of around $550 but we would need to send a different technician with a specialty tool to perform these repairs. They agreed and we scheduled the next appointment. On the second visit, the other technician discovered this specialty tool was not needed. So we did not need to charge the $550 as we originally stated, we had mis-diagnosed a problem. He did however find several other heads that needed to be replaced that weren't on the original inspection report provided to us. We told them we could do these heads originally for $600. The customer and her realtor became very upset because these heads weren't found on the first visit. We told them we understood the mix up, we would give them 50% off and do the additional heads for $300. They agreed to this on the phone, we have the call recording. After repairing the additional heads two days later, they said they did not agree to spend any additional money. We could not come to a resolution so we left without charging them any additional money. All that her client has spent with us is a total of $893. We sent her the final invoice showing $0 that was uploaded by the complainant.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.