ComplaintsforKore Irrigation

• Initial Complaint

  20/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had KORE connect our existing irrigation system to the city water line at the end of August 2021. The quarterly water usage invoice we received from the ************** the next quarter was triple the amount of the same quarter the previous year but I wasnt concerned because of the very dry fall we had in 2021 however when the following quarterly bills were also higher than expected I went to the ************** to complain. They gave me advise as to how to go about looking for a leak in the system. Following their advice we determined there was a leak in the system. We determined that the leak was in the installation of the irrigation connection to the city water. A KORE technician came to look and agreed with us but said he could not do the repairs because it required a licensed plumber. Now KORE says we didnt need a plumber it was just that the technician didnt have the parts or time to fix it. Now they say the warranty has run out.

  Business response

  07/07/2023

  The work was done almost 2 years from when *****, the owner, called our office to report the minor leak.  Our warranty period on workmanship is 1 year.   Since there would be a cost to repair the issue and our tech's were booked for several weeks, our office and technician suggested that a service type plumber might be better able to do the work in a timely.  My staff may not have communicated this clearly or the owner may not have fully understood what my office staff said but the owner felt that we were saying that this work needed to be done by a licensed plumber - this is not true.  **** has never had a licensed plumber on staff and has never claimed to have one.  Our techs can do this work.   I had conversions with all my relevant staff on how to communicate and deal with situations like this better in the future.   Since ***** was not satisfied with my staffs response, she asked that I call her, which i did.  I found ***** very reasonable when I spoke to her on the phone and we made an agreement that Kore would repair leak and we would charge her only for our cost.   A tech and I made the repair.  There was a slow drip at a Philmac compression fitting -  I saw no obvious reason for the slow leak - all fittings were tight and installed correctly.  The grip ring seemed to be digging in unevenly and the pipe into the fitting could have been 1 cm longer but nether of these things make the seal.  We replaced the pipe and the Philmac compression fitting and there was no longer a leak.  i believe the issue has been resolved.  

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