Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to get my sprinklers fixed. There was a leak in the sprinkler box. During the call I mentioned I needed to get the leak fixed and they told me a technician will come.They asked me to pay upfront and they send me a link to a third party.Not during the call or the site before paying there was any notice that the trip was only a diagnostic trip and it will not be deducted from the service call.If I knew that ahead of time I would not have used them as that is not what the service industry does.Every other company, will include the trip call as part of the payment for rendered services.Now, when the technician came, he did not know this was a repair call. He thought he was going to tune up my sprinkler system.When I told him this, he was surprised and asked to see the sprinkler box. He acknowledge there was a leak in there and needed to be replaced.He quoted me 190 and told me he needed to come back because he did not have the parts. (which is understandable)Then he told me, the money I was charged was for him to diagnose it. But we already knew the problem when we call up for the appointment and that will not be included.Which to me seems to be deceptive practice.Both the technician and the receptionist, were courteous and professional. I do not have a problem on how they presented themselves.I do have a problem with the company not being upfront and trying to do bait and switch.

  Customer Answer

  Date: 06/01/2024

  I texted with someone from the business as they did not introduce themselves and started talking about the quote.

  Since I called to make the appointment, I was never told upfront, over the phone, they have a non refundable non applicable to services charge. If I knew this I would not schedule them.

  Over text, this person told me this was in the quote. What this person seemed to omit was that the scheduling an appointment takes 4 emails and 3 web pages and in one of them they describe their policy.

  It is hidden in the process and their response is, "it is in the quote".

  They are putting the onus on the customer to know their policies. The only moment I came to know this policy was when the technician told me it was not going to be discounted; which goes against the standard service companies have had for years.
  

  Business Response

  Date: 06/25/2024

  There is no bait or switch or fine print. Attached is the signed quote specifically saying that the payment does not cover the cost of the repairs. We are a 25 year old company that is honest and up front to avoid these situations. We stopped conducting free diagnosis over 10 years ago because it cost time and money to send a trained professional to someone's home.

   

  Sprinkler Diagnosis Up to 45 min. During the visit, technician will check
  your system and quote you on site for the
  necessary repairs or additions, if any are needed.
  This charge will not be applied towards any parts
  or future repairs.
  If available, please forward us picuture/ video of
  the problem areas. You can text us as at 720- 807-
  1418 or email us at
  *************************
  * Repairs - We will identify the problem while at
  your property and promptly send a quote. If you
  chose to opt out of the quoted repairs, no refund for
  the Sprinkler Diagnoses applies.

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Nature's carpet several times to fix an issue that arose during their 5/16 visit. I called them to replace a leaking hose connector for $190. After their visit, the connector was still leaking, several Zone 3 sprinkler heads no longer worked, water was backing into the valve box, and Zone 4 no longer activated. Everything worked prior to their visit, excluding the hose connector that had a small leak.They came back out on 5/26 to investigate and did fix the leaking connector, but then also decided that the Zone 3 valve needed to be replaced for $200, since the plunger had been damaged by debris. I was then advised to replace the Zone 4 valve myself. I did so, and everything was still not working. So, they sent out someone else, who provided a quote for $1,400 (which included replacing the brand new valves).It was at this time I decided to obtain a quote from another company. They came out and determined that Nature's Carpet was negligent in their repairs. The electrical line to the backyard sprinklers was cut in several places (see photo) when they replaced the hose connector on their first visit, because they used a reciprocating saw. They also found a bunch of mud clogging several of the sprinkler heads and debris in the line that was causing water to back up into the valve box. They said it was because Nature's carpet did not flush the line when they replaced the connector, which caused damage to the Zone 3 plunger. I have documentation from the other company confirming the above assertions. I eventually paid the other company $500 to do the proper repairs and havent had any issues since.

  Business Response

  Date: 09/22/2023

  As you can see in the picture labeled "kyleholleylasttimewewerethere" dated from 6/5, the wires were untouched by our staff. As you can see from one of the pictures he provided, someone had cut the sheath years ago and tapped into one of the wires. I would guess that wire came undone causing his issues. The solenoids located at this location and the wire nuts were simply underground instead of in a protective box. The hole is also much larger than when we were there which would have been needed to repair the additional leak that was exposed after we correctly repaired the issue. 
  
  Dear ****,
  
  We sincerely appreciate your detailed feedback regarding your experience with Nature's Carpet Lawn & Sprinkler. We take customer concerns seriously and aim to address them promptly and professionally.
  
  We apologize for the issues you encountered after our initial visit on 5/16. Our team strives to provide high-quality service, and we regret that we fell short of your expectations. We acknowledge the challenges you faced with communication and the problems that arose during and after our service.
  
  Our lead technician, as you mentioned, assessed the repair during his visit and confirmed that the initial repair we performed was holding up as expected. It's important to note that the additional issues you encountered were not part of the original scope of work we were hired for. It is also very unfortunate that ****** does not allow us to post photos in this section as the picture from our lead tech shows the electrical lines fully intact on 6/5. It appears from your photo that you attempted to repair the additional leak yourself and cut your line.
  
  Regarding the dispute with your credit card company, we are pleased that they reviewed our thorough notes and photos and recognized that we correctly addressed the issues we were contracted to resolve and that there was no further damage caused by our team.
  
  We understand your frustration and disappointment, and we apologize for any inconvenience you experienced during this process. Customer satisfaction is of utmost importance to us, and we continuously strive to improve our services.
  
  Should you have any further questions or concerns, please don't hesitate to reach out to our customer service team. We appreciate your feedback, as it helps us to identify areas for improvement and ensure a better experience for our valued customers in the future.
  
  Thank you for taking the time to share your feedback with us.
  
  Sincerely,
  
  Nature's Carpet Lawn & Sprinkler Management Team

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20637104
  
  I am rejecting this response because:

  I don't understand how the company can assert that the line was cut years ago when all the zones were functioning prior to their visit or what they mean when it was tapped into one of the wires and that it came undone. There is no tapping or splicing on the wires anywhere, and so I'm confused by that comment. Perhaps what they think is tape is dirt residue? Also, I don't understand how the solenoids being underground and not in the box is relevant. Both this company and the second I had come out verified that they were working properly and nothing had been pulled free from them. Furthermore, if the wire was cut previously then how would the zones have been functioning for the past several years? The wire that was cut goes to the backyard zones. Those two zones worked prior to their visit and did not work after. They were only called in originally to fix a small leak in the hose connector. I called them the same day as the original repair to notify them that the backyard zones were no longer working and asserted something must have happened on their visit, which is one of the reasons they came back out on the 26th. The original leak was finally fixed on that date, but they failed to diagnose the reason for the backyard zones not working and charged me for services that were unrelated and actually caused by their initial visit (this was later confirmed by the second company). The second company found mud in the line and heads going from Zone 3, which could only have gotten there from when they replaced the hose connector since they never flushed the line. It was also only when I got the second quote that they found the wire had been cut. In the picture the company provided the larger cut is actually on the underside of the wire in the the middle of the bend. It's grainy, but you can see the black coating splaying outward, and if you zoom in you can see the smaller one closer to the ground where a red wire is exposed which matches the cut on the top of IMG_7803. You can also see that the wire is close to the hose they replaced, and when doing that replacement the technician was using a reciprocating saw (I watched him use it), which is not a ************ for cutting when close to electrical wiring. You can actually see several cuts along the length of the wire, which is consistent with a reciprocating saw. As the company noted, the hole is larger than their last visit because the second company need to dig out a little more mud to do their investigation, but based on their invoice and what they showed me as they working on it it was not caused by them since they were using a small handheld shovel to slowly dig out and around the hose. So, based on the evidence I have, I believe the technician cut the wire when cutting out the original hose, and so I'm requesting to be refunded for that work plus the additional work that was performed on 5/26 because those issues were a direct effect from the negligence on 5/16.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/10/23, I called Natures Carpet Residential ***************************** because I was in need of a repair to my sprinklers system and also 2 sprinkler heads replacements. The rep. said I would need to purchase the Sprinkler Start Up for $99. I did so. On 5/20/23, the technician arrived. Because we needed the pipes to be tightened and sprinkler head replacements, he was not able to complete the Sprinkler ***************** He stated that he could make the quick repair to our system instead. However, his manager called him and gave him the directive that No, we cant do that, they need a whole new system and then we can do the repair. Not wanting the $99 to go to waste, I asked the technician to aerate our grass, which he obliged. I received an additional bill of $70 for the aeration of the grass. I texted the manager, I paid $99 for a startup that he couldnt do. The aeration should come out of that. The manager replied, The Sprinkler **************** will be completed after the repairs on the manifold are finished. The technician will send you a quote for the said repairs shortly. I did not approve the $70 charge for aeration since I had already paid $99. On 5/22/23, I received the quote for the full system repair totaling $1,260. $1,260 to tighten pipes and replace sprinkler heads which the technician stated he could complete but was instructed to cease and desist. On 5/23/23, I received an email stating that my bank account had been charged the $70 for the aeration despite my lack of approval. I called the company and asked the rep. why I was being charged an additional $70 when I never received any services for the $99 Sprinkler Start Up. I did not receive a reasonable response. Natures Carpet Residential *****************************, charged me $99 for services I did not receive, an additional $70 that should have come out of the $99 (for a loss of $29 to me), and then proceeded to quote me an additional $1,260 for a full system repair that was completely unnecessary.

  Business Response

  Date: 06/08/2023

  Dear *****,
  
  We are sorry to hear about your dissatisfaction with the services provided by Nature's Carpet Residential Lawn & Sprinkler. We appreciate the opportunity to address your concerns and provide our side of the story.
  
  Based on our records and the information provided by our office staff, it appears that there might have been a misunderstanding regarding the services and charges involved. On 5/20/2023, when you called our company, you requested aeration to be done while ***** was at your property. Our office staff informed you that we would need to check *****'s schedule and get back to you regarding the availability of the service. Additionally, it was mentioned that we would provide you with a quote and schedule any necessary repairs for your sprinkler system.
  
  Upon contacting *****, he informed us that he had already started working on your property when you called. As a result, our office staff proceeded to send you the invoice for the aeration service. It's important to note that during this phone conversation, there was no mention from you about substituting the aeration for the Sprinkler Start Up or utilizing the $99 payment towards the aeration service. If such a request had been made, our office staff would have informed you that it is against our company policy to make such substitutions and explained that the Sprinkler **************** would be completed once the necessary repairs were performed.
  
  Regarding the charges, it appears there was a misunderstanding about the $99 payment and the additional $70 charge. Our office staff sent you an email on 5/23/23 explaining the charges, the company policy, and pointing out the service description. In our service description, it is clearly stated that if major repairs are required, the Sprinkler **************** will not be refunded, but it will be completed once the repairs are done. We apologize if there was any confusion or miscommunication about these policies.
  
  We regret any inconvenience or frustration this situation may have caused you. As a valued customer, we strive to provide excellent service and ensure customer satisfaction. We would like to work towards resolving this matter to your satisfaction. Please reach out to us directly, and we will be happy to address any further concerns or questions you may have.
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding.
  
  Sincerely,
  Nature's Carpet Residential Lawn & Sprinkler

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20094383
  
  I am rejecting this response because:

  Misinformation provided by the company. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 06/16/2023

  See my responses below in italics.
  
  Based on our records and the information provided by our office staff, it appears that there might have been a misunderstanding regarding the services and charges involved. On 5/20/2023,when you called our company, you requested aeration to be done while ***** was at your property. This is false. When I initially called your company, I requested a repair to my sprinklers and sprinkler head replacement. I was then told that I would first need to purchase the Starter Kit for $99. I only asked for an aeration via text when the technician came to my house and wasnt able to complete the starter kit; so as not to waste $99 I asked that the technician to at least aerate the grass. Our office staff informed you that we would need to check *****'s schedule and get back to you regarding the availability of the service. This is false. I spoke to ***** directly who said he didnt have a problem aerating the grass. I never spoke to an office staff member about aerating the grass. Additionally, it was mentioned that we would provide you with a quote and schedule any necessary repairs for your sprinkler system. A quote was provided for services that were not required. Nearly $1,300 for a new system module when all we needed was a leak repair (which ***** said he couldve done that same day) and head replacements.
  
  Upon contacting *****, he informed us that he had already started working on your property when you called. This is false. Due to the leak in the sprinklers,he was not able to begin the Start kit process. As a result, our office staff proceeded to send you the invoice for the aeration service. It's important to note that during this phone conversation, there was no mention from you about substituting the aeration for the Sprinkler Start Up or utilizing the $99 payment towards the aeration service. Again, I never had a phone conversation with office staff regarding aeration. If such a request had been made, our office staff would have informed you that it is against our company policy to make such substitutions and explained that the Sprinkler **************** would be completed once the necessary repairs were performed.
  
  Regarding the charges, it appears there was a misunderstanding about the $99 payment and the additional $70 charge. Our office staff sent you an email on 5/23/23 explaining the charges, the company policy, and pointing out the service description. In our service description,it is clearly stated that if major repairs are required, the Sprinkler **************** will not be refunded, but it will be completed once the repairs are done. Again, there were no major repairs required. All that was needed was a leak repair and head replacements (which ***** stated he could repair same day). So under your policy, the charges are not valid and since the Starter Kit was not performed, I paid $99 for the aeration (at a $29 loss to me). We apologize if there was any confusion or miscommunication about these policies.
  
  

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked and paid for my sprinklers to be blown out. They postponed due to they weather. Ok fine that happens. They came out and wanted to charge $705 in repairs prior to the blowout. I said no. They said it has to be fixed prior to being blown out, asked what happened, the guy said, Im imagining your pipes froze. Ok that could have happened. Maybe because they rescheduled, but again weather so I cant blame them on that. Had a different company out today, he originally didnt find any problems and said it just needs to be blown out. Then he found some underlying problems. He charged me $275 for repair and blow out. Now I cant get this company to return my call or return my money. Consumer Be aware! I go back to the deposit information and it says if its broken and you dont do the services you cant get a refund. How do I know that it was actually broken in the first place? They didnt send any pictures, theres no proof thats how they found it.

  Business Response

  Date: 12/13/2022

  Nature's Carpet has been doing sprinkler blowouts for over 20 years. If certain areas are cracked all the air goes out of the line and you can't do the blowout. That was the situation here. You can always find someone to do something cheaper, but I would bet that she will have more issues in the spring from the repair not being done correctly. 

   

  We have a signed quote from her with the understanding that if the system is damaged and we can't do the blowout, we will either do the repair or there is a return fee to do the blowout if they do the work themselves. She's saying that there was nothing wrong with the system, but then goes on to say that someone else charged her $275 to do a repair before they could do the blowout. 

   

  Sprinkler Blowout (up to 6 zones)
  IF YOUR SYSTEM IS DAMAGED AND WE CAN NOT PERFORM THE BLOW-OUT THERE IS NO REFUND, SEE BELOW.
  No one needs to be home for this service as long as your valve boxes and backflow are visible and accessible.
  Upon inspection of the system, the technician will quote you for any repairs needed to complete the blow-out. The Sprinkler **************** will be completed when the repairs are done.
  If you choose to complete the repairs yourself or with another company, a return fee of $45 applies for the follow up visit.
  If you chose to opt out of the service and the repairs needed for the successful completion of the job, NO REFUND for the blow-out applies.
  The client is required to shut off (prior to arrival) and drain (after blowout) the basement valve. There may be very little or no water that drains out prior to the blowout being done. Please note that there is an additional $35 charge, if you prefer for a technician to access the sprinkler system shut off valve in the basement, turn it off and drain the interior sprinkler pipes after the outdoor portion of the system has been blown out.
  ************** will attach his large volume compressor to the backflow on the outside of the home.
  He will then manually open the valves through the green valve box in the ground. Make sure all of your valve boxes are visible and clear of debris. If you can not find your valve box, we can't find your valve box.
  
  When the blowout is completed, the technician will leave your backflow valves at 45 degree angles to protect them over the winter. Look to make sure your valves are in this position after your blowout. Contact the office immediately if they are not.
  
  Monitor your basement drain over the winter. If it continues to drip or fills back up with water, it is indicative of a bad valve. The basement valve will need to be replaced or will lead to costly damage. Leave your timer plugged in, but turn it to the off position. Must have Nature's Carpet do spring start-up for guarantee.
  NON-TAXABLE
  1
  $99.00
  $99.00
  Available date for service in your area is Wednesday, 11/16/2022.
  
  This quote is valid for the next 30 days, after which values may be subject to change.
  Signature
  11/13/2022
  Date