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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Coal Creek Landscaping LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Coal Creek Landscaping LLC include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMs. Agnes Wich, Owner/Manager
Landscape Contractors Sprinkler Companies Irrigation Systems & Equipment
Industry TipsHow to Hire Landscape Pro Tips for Hiring a Lawn Irrigation Installation Contractor
6932 NE Frontage Rd
Wellington, CO 80549 (970) 568-3807 Directions
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Complaint Trends - Last 3 Years
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|Neutral Review||3 points per review|
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Read Complaint Details
Complaint: False billing. The company offered a free estimate to evaluate replacing sprinkler heads. They did this and then charged me $50 and claimed it was to turn on my sprinklers. The person who turned them on, previously replaced my back flow pipe as it was broken.. about a $300 job. About 4 months later for a shut-down, I asked him if he was going to bill me... he stated he forgot, I got the bill the next week. Then I has my sprinklers evaluated and was charged for a turn on. The owner states she just can't fathom why the person would lie about it. Obviously there is a track record of forgetting things and absent mindedness that is happening. Thus, I was coerced into paying $50 for a turn on that was not done by this company.
Desired Settlement: refund.
Our company is pleased to have the opportunity to respond to this complaint. Regarding the complaint for our failure to bill until "4 months later" for a replacement of his "backflow pipe": Our computer records indicate that on May 20th of 2011 we replaced (2) ball valves on the backflow at his residence. On June 4th, 2011 we replaced (3) solenoids. We billed and mailed the invoice for these services on June 10th of 2011. (Please see submitted documentation). The cost for both services totaled $323.00. We received payment for these services on August 6th, 2011 with a mailed check, signed by this client that was dated May 20th, however, was not postmarked until August 3rd, 2011. This was noted in the computer. On June 7th, 2011, he was having trouble setting his timer, and we went to his residence and helped him reset the timer at no charge, because it was a simple and quick fix. No other repair work has been done for this client, except for a 'bonnet and poppet' replacement done at the Oct. 2009 blow-out (a freeze break). The only other work we have done for him is our annual sprinkler spring start-ups and fall blow-outs, but no other repairs. We never repaired his backflow "pipe" as described. What work we did do, referenced in his complaint, was billed out within 20 days of the initial date of service. I believe that this customer may be confusing us with an entirely different company that he may have hired to do some work, and who may have possibly not billed him for "several months" as he stated. It was not our company. Regarding the complaint of being charged for a "free estimate", our phone call-log, dated April 24, 2012 records a call from this customer specifically requesting a spring sprinkler start-up. It should be noted that we have done sprinkler start-ups and fall blow-outs for this client every year since 2007 (see attached documentation), with the exception of 2010, when we did only the fall blow-out. So, he has been a long-time client. Our phone log stated that he would like the "start-up asap", and then would also like to move forward with the job for which he received a written estimate in 2011, for the replacement/upgrade of several sprinkler heads. At that time (2011) he decided to wait on doing the project. However, on April 24th, 2012, he stated, per our phone log, he now wanted to do this work in the next few weeks, ideally, the next week, or the following week. On April 26th we called him and specifically told him we would be coming to do his sprinkler start-up that day. He gave us specific instructions about when everyone (he, his wife, and nanny) would be there. We also told him that we would review the estimate we gave him for the work (heads) he wanted done to see if any pricing needed to be updated since it had been a year since we gave it to him. (We did review the estimate - in the once (not on the site) - and revised the total cost. There were no changes to the work to be done, only the pricing. Basically it was the same estimate as before, to do the same work (changing out the same number of heads), and we all knew that. We included the updated estimate and pricing in the mailing with our June 10th billing. On April 26th two members of our crew (including our irrigation manager) went to do the sprinkler start-up. As it turns out, the backflow testing company had been there either that same day or the day before to do the backflow testing (a completely different process). In order to do that, the tester turns on the water to the backflow only. He left only one water valve open from the basement (per the tester in our phone conversation) and did not start-up or check any other part of the system. Our employees did the start-up as usual, which includes setting all valves correctly and turning on the water to the system, checking each head and zone individually, and adjusting any heads, if needed, checking valves, checking for leaks, changing out the battery, and setting the timer to appropriate watering times, everything that is typically done - All while this client worked on his car in the driveway. One employee communicated with the other by radio, as he moved the timer through each zone (from the timer in the basement), while the employee outside checked each zone. This is a sprinkler start-up. After we mailed the bill to the client for this service - just as we had done the last 7 years, he called after hours and said he refused to pay because the system had already been started up by the backflow tester. I then spoke with the back flow tester, and our employee as well. The tester said he did not do anything but turn the water on to the backflow so he could do the annual backflow test required by the town. He said he shut all valves but one when he left. Our employee states that he specifically remembers doing the start-up as usual and going through all steps. Since he had already evaluated the system for the estimate in 2011, he did not re-evaluate the system again. Nothing had changed - it was not something that was needed (and had not been requested). This client simply had said he was ready to go forward with the work. I called the client and left a message explaining all the above. He returned the call (again after hours) on June 19th, 2012, stating he had misunderstood, and agreed with my explanation, thanked me for the clarification, and said he would send a check. He never sent a check. We tried to collect on the invoice for several months. We sent letters with detailed explanations (see attached) and offered payment plans. We received no response what so ever. We finally charged 2 finance charges over the months. He finally called (after hours) on March 28, 2013, to say he did not owe the money because we did nothing, and that the testing service had "turned his water on", and he had in fact offered to pay the tester $40 extra dollars for doing so, however, the tester refused it. Our company followed up with a letter, which reminded him that he had called us for a start-up, had never cancelled the start-up, and we had indeed done the work of starting up and checking his system. We offered to drop the finance charges, if he would simply send payment for the service. He did finally pay for both the service and the finance charge, and hand wrote a message to us on the same letter, stating that if our explanation written in our letter (please see submitted letters), was correct, then he did indeed owe the bill. We had assumed from the beginning that he just did not understand what a backflow tester does, and what a sprinkler start-up is (and the difference between the two) so I explained it in detail, believing he was confused and just didn't know about sprinkler systems. As we had previously offered, after receiving a check for the full amount, including finance charges, we immediately mailed a check to him for the cost of the finance fees. We mailed the check on April 22, and he contacted the BBB on Friday, April 26th, and our check to him cleared our bank on Monday, April 29th. The case was closed, but he again contacted the BBB on May 13th. As you can see from the submitted letter, the statements in his complaint, in my opinion, twisted my actual comments and took them out of the actual context in which they were written. My final conclusion is that this client is confused, and that because quite a bit of time had passed, did not remember the chronology of events. Our company, however, does have all phone calls, letters and scheduled service calls documented and in writing. We find it unfortunate that even though we had no contact or response from this client for months regarding the several invoices and statements sent to him (after he had agreed in his phone message it was a bill he owed), and this client refused to pay this bill for 10 months after the service, and we refunded $50.00 worth of finance fees, just as a courtesy, when he finally paid, he still wishes to say that we charged him for services we did not provide, and that we charged him for a "free estimate". All documentation, as well as interviews with both the backflow tester and our employees, show otherwise. (Please see details in submitted documentation). This client twice agreed with our explanations and twice agreed that he owed the money and agreed to pay. In the end, it becomes a matter of principle. We felt we were fair and patient. We simply billed him for a service provided, as we had every year since 2007. As a courtesy, and unasked, we refunded the $50.00 of finance fees, even after 10 months of non-payment, and 9 mo. of no response to our phone calls and statements, for his annual spring start-up. He was never charged for an estimate, in 2011 or 2012, as he stated in his complaint. Because this client had agreed to, and did, pay for the invoice and finance fees, we feel our company has already compromised by returning the full total of finance fees in exchange for payment of services provided. Thank you, ***** **** Coal Creek Landscaping, LLC
(The consumer indicated he/she DID NOT accept the response from the business.)
After reviewing this client's most recent comments to the submission of our company's detailed response and detailed documentation of the issues he refers to, it seems even clearer to us, now, that this client is absolutely confused about each incident.
This business refuses to acknowledge their wrongdoing.