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Complaint Details
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Initial Complaint
10/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
TOP LINE DETAILS: Our sprinkler system was NEVER FIXED by Rain Pros, but:** RainPros charged us more than $1,300. ** After 10 weeks and 5 visits, our system REMAINED BROKEN, causing an expensive loss of plants. ** RainPros charged us multiple "destination charges and continues to bill us amounts we do not owe. ** RainPros will not pick up or return my calls to discuss the inaccurate invoices. ** Our new service provider successfully completed the work RainPros failed, but that cost us an additional $650. (Their techs did more in 1 hour than RainPros techs routinely did in 3.) DETAILS: JUL 8: ************* broke our sprinkler system. Scheduled service with RainPros. JUL 9: RainPros tech arrived; declined to fix the issue or look for additional breaks; failed to schedule repair. I called. JUL 18: Two techs fixed 1 break and identified 2 others. They left at 5 PM; failed to schedule repair. I called again. JUL 28: Techs made repairs and left, claiming they had fixed everything. I found another nonfunctioning head and called for service. AUG 12: Techs performed repairs, assured me all was fixed. But I found yet *another* broken head and reported it when scheduling prepaid Summer ******** AUG 25: Techs performed Summer ******** failed to make my requested adjustments; left *another* broken head. SEP 12: I cancelled my ******* Plan and scheduled a different sprinkler company. They fixed everything in 1 visit.SEP 13: RainPros billed my Summer ******* as a service call. I paid for actual time and parts. SEP 21 and OCT 1: RainPros continues to bill us charges we do not owe: $35 destination charge and $16.78 where techs were not here as long as billed Given the past, I actually timed them. MOST IMPORTANTLY, RAINPROS NEVER COMPLETED THE ****
Business response
11/10/2022
We appreciate this clients concerns and have reached out this was a very serious failure on our part. She his happy now and we are very thankful that she is giving us an opportunity to correct our failure. As a side note, we have an extension on our main phone line that is available for any client or prospective client that does not feel that they are recieving proper servic. ************ opt 6 allows anyone to leave a message directly for a manager. We know we do not always get things right on the first try, but we have never and will never turn away from our commitment to make things right for anyone that gives us the chance. We thank this client for this chance to redeem ourselves and continue our relationship.Customer response
11/11/2022
Better Business Bureau:
Rain Pros has made significant changes since I experienced service and billing issues during the summer. I believe they truly are on the right track to make major improvements both to their services and to their communications. I have been in contact with their assistant general manager, *****, over the last week or so. ***** took the time to hear my concerns, acknowledged the problems I had experienced, and then immediately set about resolving the issue to my satisfaction. I've been a customer with ********************** for years. I am very happy that we have resolved this matter, and because I recognize their good-faith efforts to work with customers when issues arise, I intend to continue to use their services into the future.
Sincerely,
*****************Initial Complaint
09/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The complaint is against: Rain Pros *** ************************************************************************************* On September 8, 2022, I paid Rain Pros of ****** $263, excluding tax, to repair my lawn sprinklers. The invoices and receipts are attached as Adobe PDF files. The attached photo (*********.jpg) shows how they left the job uncompleted along with their tools. I emailed their *************************** at ****************************************** asking that they finish the job. They never replied. I emailed the person ************************************ who scheduled my job asking that they finish the job. She never replied. I left a voicemail on their manager complaint line ************* option 7) asking that they finish the job. They never replied.I want them to finish the work (i.e., proper placement of wiring, replacement of cover, and removal of their tools).Business response
11/10/2022
We appreciate this clients concerns and have reached out. He his happy now and we are very thankful that he gave us an opportunity to correct our failure. As a side note, we have an extension on our main phone line that is available for any client or prospective client that does not feel that they are recieving proper service can use to talk directly to a manager. ************ opt 6. We know we do not always get things right on the first try, but we have never and will never let a concern go unresolved. We thank this client for this chance to redeem ourselves and continue our relationship.Initial Complaint
06/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Rain Pro replaced a sprinkler head in the lawn on 5/18/22. The repair is faulty. the cost was $172. The repair took place while we were gone to the emergency hospital, so the repair crew had no access to the water controller located in the garage to test their repair.The fault was not detected until late June when the sprinkler system was activated, Rain Pros claim that further repair is outside their 30 day warranty.Business response
07/22/2022
We have a 30 day repair warranty policy because so many people try to take advantage of us or blame us for issues caused by their gardeners/dogs/etc. Our service department staff is instructed to remind clients of this section of our service agreement that everyone signs. However, clearly grey areas exist, especially for long time clients. We have an extension on our phone line to leave compliments and complaints directly with a manager so that clients feel they can have their concerns heard when we are in these grey areas. Having said all of that, our service team called on 7/1 after learning of this complaint and we have not received any follow up. We hate to leave anyone feeling less than satisfied with their experiences with us and would like to make this right for this long term client?
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.