Business ProfileforNew England Landscape & Design

New England Landscape and Design has been our go-to for various yard and home needs for the past ten years or so. We have always been happy until this point. Our sprinkler servicing company closed during COVID, so we had New England Landscape and Design winterize our sprinklers in November 2021. According to my husband, he asked the owner if he needed to get into the house to access the water shut-off and was told no. Yesterday we opened the sprinkler lines to find an exterior pipe had burst in the winter due to improper winterization. According to the owner, my husband told him the water was shut off and he didn't need to come in the house. Classic case of two differing stories, but knowing we have always had someone come in the house to do this task, I know my husband wouldn't have said this. I emailed the owner a video of the broken pipe and he claimed several times my husband told him the inside was taken care of. He is unwilling to fix or even work with us to rectify this mistake. I was looking for a compromise and go nothing. Additionally, he brought up that he felt this was the "gutters all over again." I had forgotten about that, but his team was a week and a half late to clean our gutters. I inquired about them coming from my office one day and learned they were in the middle of cleaning our gutters when I inquired. I didn't know that because I wasn't home. My gutter inquiry must have unknowingly struck a nerve, because the owner reminded me of the gutters today when I was trying to work with him to come up with a resolution. Now I am stuck paying for a plumbing repair for his mistake. His customer service attitude is terrible, and he isn't taking responsibility to make things right. Beware. I am disappointed because we have always been pleased up until this point and have recommended this company to many others in town. But, his callous behavior today has changed our minds and we will be warning others about this company from here on out.

Some of our clients turn off the water to the system before we come and sometimes week before we come, so they don't freeze up during., cold snaps. During covid lot of the clients close their own valves, they didn't want people in the house. So, we ask each client if they turned off the water before we started. You husband was ask, a simply question did you shut off the water to sprinkler. He reply yes so I believe him. In your statement you say he wouldn't have, done that. Why isn't he the one calling me or email me. He was the only one at the house at that time, you were not there at that time. So how do you know what was said. I also recommend that you install a backflow preventer to the system, The sprinkler system was installed by a homer. All sprinkler systems need a plumbers permit to install backflow preventer. You only have a $5.00 valve hooked up. Its illegal to run it and dangerous because the sprinkler water gets sucked back into the drinking water. How about your husband take responsibility for his own action, he was the only one that was there when we spoke. Unfortunately in this world no one take responsibility for his or her actions, they just like to blame us, for there actions. As far as the gutters we didn't make it that one week and had to reschedule it for the following week. Really that's what's your problem was with that. I'm one who had the problem with you, that you didn't believe me that the crew was there that day until I send pictures over to you, of them cleaning the gutters. I just cant believe your ranting and raving about a company you used for 10 plus years. When you warn people, don't forget to say we used him for 10 plus good years, great work at a good price. We must have done something right for 10 plus years. Look I'm old school, if you want to talk about it call me.

Thank you for providing a response. We have contacted three sprinkler companies since I filed this initial review to fix the broken valve and look into installing a backflow preventer. Each person stated that it is protocol and common knowledge for anyone to turn on outside faucets once they are done blowing out the line to ensure there is no water in the line. Had you done this we would not have had a broken valve because you would have realized the water wasn't turned off inside. Each person also told us backflow preventers are typically installed inside and indeed, we had our new sprinkler person verify and locate our backflow preventer. You are correct that no one takes responsibility for their actions. A simple "Gee, your husband I misunderstood each other! What can we do to come up with a solution?" would have solved the problem when I first approached you withi this. Instead, you refused to take any fault and continued to blame the customers over and over. Then you brought up something about the gutters that we had no recollection of. I recalled you supposedly scheduling us for gutter cleaning on 11/1 and you came instead on 11/11. We didn't see your crew when I texted you and then apologized that there were there and we hadn't seen them. We were happy customers of yours for years and are disappointed in your demeanor and business response. It's too bad, because we are about to install a huge retaining wall in the back and were going to have you do the job.Attitude is everything, and we are not pleased with your approach to this situation at all. Others in your industry have all said you made the mistake by not checking the faucets before you left last fall after blowing out the lines. We paid $200 for someone to fix your mistake.