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Complaint Details
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Initial Complaint
07/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Blue Jay came by or annual restart of our sprinkler system (May 11, 2022). While there, my wife agreed to pay for replacing two sprinkler heads. The bill I received said he changed 4 sprinkler heads at a cost of $524. I've been a customer for over 10 years now and have never had a technician replace parts without our approval. I also very, very rarely over the past 10 years have had to replace any heads at all, let alone 4. We did not authorize the additional replacements, and I believe it was not necessary for reasons explained below. Customer care received the above information and told me they needed to set-up an additional visit "to make it right." She indicated the technician would bring the damaged heads so I could see them and make a decision. Also we would talk after that visit. I have yet to hear back from customer care. - The same tech returned a few days later. He did not have the damaged heads and claimed that no one told him to bring them. He explained he was there to remove and cap existing sprinkler heads in the backyard. This was not what customer care told me. - I pointed out that since his visit, the backyard (largest zone) was not functioning properly (it had extremely low pressure and barely any coverage). I also noted some of the heads did not come up at all, and at least one of the newly installed ones was shooting water straight up (i.e., behaving like it was damaged). He stated that it was just a bad zone and not his fault. I explained that it had never been a bad zone in the past. His colleague then noted a missing sprinkler head. When plugged, everything worked. - Clearly the initial start-up was not done correctly. He confirmed customer care would call me given my concerns. I believe that at least 2 heads were replaced needlessly and without permission and we should not have to pay for them. I feel customer care was also not transparent in the reason for setting up the second visit. Company has not responded to attempts to contact them.
Business response
22/06/2022
Consumer Response /* (2000, 6, 2022/06/08) */ I had a conversation with the company today (Jun 8th) and they have resolved the issue quickly and completely to my satisfaction.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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