ComplaintsforLilac City Sprinklers & Landscaping, Inc.

• Initial Complaint

  06/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of so called attempted service was 05/03/2023 . ******************* said on his invoice in the amount of $65.34 that he left on my door that he could not test my backflow device because of corrosion and leaks around a top plate and that the whole system needs to be replaced as my system was obsolete and couldn't get parts for it. I called the office next day and talked to the office lady who was very rude and said I need to pay for the invoice #***** in the amount of $65.34 , before they would give me a written quote for replacement of my backflow system. She gave me a oral quote over the phone of $750 to $800 . I gave her my email address where she could send the quote. After approximately 2 weeks without getting the quote and not being able to use my sprinkler system I called another backflow tester and had him come just to get another bid on replacing my system. He was able to test my system with no problem at all , and it also passed which made it possible for me to use it for another year !!I had him give me a price on installing a new system anyway which he said would be about $400.00 . ******* office person had made the appointment with me on May 3rd between 2 and 5 PM . I was there the whole afternoon working in the backyard, I had my cell phone with me but he never attempted to find me or call me !! I believe now that ******************* did not give me the service that I paid for and I dont want this happening too other people *********************

  Business response

  06/13/2023

   In response to ************** complaint I have called *** multiple times, leaving voicemails with no response. I even stopped by his house posting a business card on his front door on June 2, 2023 asking him to call me .
  I have tested *** and ****'s **** backflow for the past 13 years and never had an issue until this year when his assembly failed. This year's appointment on Wednesday May 3rd 2023 had a time window between 2 p.m. and 5 p.m. of me arriving. I showed up to ***'s house at 2:51 p.m. to perform the backflow at which time he did not answer the door. While testing his backflow assembly (which is in his backyard ),where he claims to have been all afternoon. The number one and number two checks on his double check valve assembly would not hold the minimum one (1.0) PSI differential needed to pass. I tested the assembly again and it failed again. While opening the number four test ****, water would shoot out of the side of the top plate . At that point I went to ***'s front door to show him that his assembly was failing, but he did not answer once again. After getting a socket set and trying to tightening the two bolts on the top plate , I retested the assembly again and got the same results. A value of less than 1 PSI on my differential kit which is a failure. *************** 1-inch ***** 775 DVCA (double check valve assembly) has not been manufactured for probably 15 -20 or more years and parts are no longer available . I wrote on his invoice that the assembly needs to be replaced and that the winterization blowout, which he has before the double check needs to be relocated after the double check. As requested by most water purveyor's, *** was billed $50 for the backflow test and $10 additional for the multiple retests and the attempt to get the unit to pass .
  *** called the next day and was upset that his assembly had failed and then proceeded to demand that I come back to his house free of charge and retest the unit in front of him. The office manager related to him had he been home (answered his door ) I could have shown him the failure. *** proceeded to say that he was "in his shop " which is behind his house and that I should have come and found him. Had *** left a note on his door that he was in the shop that day, I would have found him. His failure to answer his phone or call me back to follow up and discuss the situation has only compounded this issue .
  I have spoken with the tester that tested his assembly after I did which *** states had "no problems at all," and was told that in fact the unit also failed for him and that he had to take it apart and attempt to clean it . He spent nearly an hour there attempting to get it to pass so that *** could use his sprinkler system. He relayed to ************ that the unit would need to be replaced at a later point in time.
  I'm really dissapointed that this has happened but was taken back when *** took a month to pay me and inserted a threatening note that if I cashed his check he would " turn me into the BBB."
  I called him again (6/2/2023) and left him a message saying sorry that his backflow failed but I had provided a service , had come out to his house at the scheduled appointment time, performed my job and would be cashing his check.
  Sincerely, ******************* - President ********************* City Sprinklers ************
  
  
  
  

  Customer response

  06/14/2023

   
  Complaint: 20172832
  
  I am rejecting this response because: ****** has responded with several inaccurate and false statements. I stand by my original complaint. The main point of my complaint was that he charged me for a backflow test that he says he couldn't do , but another tester was able to do the same test approximately 2 weeks later without experiencing any of the problems that ****** said he had  !!  
  Also Burger trespassed on my property about a month later without giving me any notice that he was going to. This was obviously right after he got my note and check from the mail !  
  Sincerely,
  
  *********************

• Initial Complaint

  06/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an appointment with said company on June 2nd, 2023. I called said company 20+ times the 3 days prior and the line was busy. Today I received a bill for $54.50 for under 24 hour cancelation policy. The job in total was a $70 job (back flow test). Cancelation policy appears to be made up on the fly, no notice of this policy anywhere, not on website (appears there is none), nor told on the phone when scheduling appointment. Further, this appointment would've been cancelled well before 24 hours if I was able to make a call to *************.

  Business response

  06/19/2023

  When I set up the original appointment with **** on 5/8/23 at 12:34 pm. I scheduled the appointment for June 2, 2023 with a time frame of 1-4 pm. I did at that time remind Beau of our 24 hour cancellation policy.  This is not something new, we have had this policy for over 5 years due to customers attempting to cancel the same day of their service. This allows ** to schedule other customers for the designated time slot. The morning of the scheduled appointment day, June 2 at 8:06 am we received a voice mail from ******* (wife of ****) stating that they are requesting the appointment to be cancelled. She then calls back again at 8:09 am and leaves a second voicemail stating that **** told her to leave their address. We still have both voice mail recordings. Our sprinkler technicians and backflow tester work in the field and leave the shop each evening with their schedule of appointments for the following day. 

  Customer response

  06/19/2023

   
  Complaint: 20163689
  
  I am rejecting this response because:

  I called the business multiple times the week of the appointment. The line was busy at every call. Since i do not have unlimited time on my hands to call and call and call i had my spouse call the morning of to see if she could get through. She did leave voicemails so this is correct because I WAS UNABLE TO GET THROUGH days before the appointment. The attempt was made on my part to cancel the appointment. The 50 dollar cancelation fee is ridiculous. All I am asking is that this be dropped and I will not use this company again.

  
  Sincerely,
  
  ***********************

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