Complaints

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************************* of A Touch of Green had been maintaining my yard for quite a few years. He had told me for several years that I should get a sprinkler system in the back. In summer of 2022 he again told me I really should let him put in a sprinkler system. Said it would be great for me since I am a senior citizen, it would be totally automated, I wouldn&#**;t have to do a thing! By August of 2022, almost half my yard was dead. He did come out a couple times for some adjustments and then winter came. Again, in spring of 2023 the sprinkler system was not keeping my yard H32333736**313335****H. He had mentioned the times that he did come out that he was going to change out the sprinkler heads. His employees were still coming to do my yard work and they also saw that my backyard was half dead. They called him and he apparently told them to add an additional day of watering on the timer. That did NOTHING for my yard - still half dead but with a higher water bill. He never came and replaced the sprinkler heads as he had mentioned multiple times. I wrote to ******************/A Touch of Green on June 20, 2023. I advised of my dissatisfaction and asked for a $350.00 partial refund so I could pay someone else to come look at this sprinkler system. I have never heard from him at all. I am having to water my yard as I always did with a hose.

  Customer response

  11/29/2023

  I have nothing new to add to my complaint - it appears you have my letter.  i am just still waiting on a response from Touch of Green and/or any adjustment of my payment for the defective sprinkler system.  Thank you for your assistance in this matter.

  Business response

  12/05/2023

  I am in receipt of a letter of complaint from a previous customer. 
  
  Yes, I did install an irrigation system and installed it (along with parts) in July 2022.  Since I knew her personally, I gave her a huge discount, as it was.  She was charged $1478.00, which was extremely low for what was done. 
  
  I did go back and make necessary adjustments, as she had complaints, and the system worked exactly as it was designed to.  She always had a habit of shutting the system off or changing the run times.  If you dont run the system as it was set, it will not do what its intended function is. This has been explained several times to her, to accommodate the needs of her yard.
  
  With the sprinkler heads installed,the system is required to run for 30 minutes per zone, and it wouldnt matter what type of heads are installed, the system still needs to run the 30 minutes per zone.  She has one of the top of the line irrigation systems on the market today. The irrigation clock will accommodate all needs, be it summer or winter. The clock automatically adjusts itself going by the weather determined at the ******* Weather station.  Every time my crew serviced her property (lawn maintenance), the clock was turned off. They would check the system if they had access to it. 
  
  As far as her saying her yard was dead, the system needs to run and let it do its job.  Her property was on a bi-weekly service, but many times, she was out of town and the yard could not be serviced and the system couldnt be checked.  A lot can go wrong in a 2-4 wk time frame. 
  
  Then, she would expect us to service her property once/month for the same price, when it would take longer to service.  When she was out of town, she expected us to service her front yard for the cost.  Thats not how **************** and that was explained to her as well.  By the time the crew and gas are paid, we are actually losing money.  At times, she would try and have my crew take care of additional duties (that were not listed on the maintenance agreement).  Her services were terminated as we were unable to satisfy her. 
  
  She has tried to get me to change the address on her invoice to reflect work done at one of her rental properties.  I refused, and told her that we dont do dirty work like that. 
  
  I will not be issuing a partial refund, as her system is not defective. She could have other issues with her yard, also.  She has ******* grass and that is hard to kill and will not grow in the shade of any trees.   
  
  Respectfully,

  *************************

  Customer response

  12/15/2023

   I am rejecting this response because:
  
  To my knowledge there has been NO response which is unacceptable to me. I responded to your last email and said I have no additional information to submit.  I never heard further until this email of 12-12-23.  . Thank you and I await a final resolution.

  Customer response

  12/21/2023

   I am rejecting this response because:
  
  I do not accept the response as it is full of false information.  Many of his statements are not accurate although when I wasn't in town they could still do the front yard.  I was in disagreement with his wanting to charge me as if they did front and back as they would only be spending half the time, etc.  I have no further attachments and at this point it is my word against his.  I would like this complaint to remain on their record however. 

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