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:06/03/2025

  Type:Product 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 contracted for sprinkler installation AND fountain hookup. They refuse to honor the fountain hookup aspect of the contract which has already been paid for. On the sprinkler installation they completed the job terribly resulting in a leak and 3000 dollars in water billing from the village. Their contract also stated 100% coverage and that is still not occurring. They continue to breach the contract by being non-responsive and not refunding me for the fountain aspect of the Agreement that they are not honoring.

  Business Response

  Date: 06/16/2025

  Everything has been done by contract and ************************* has met all terms. Please see contract which states Run piping and water to existing fountain, we were not contracted to hook a fountain up and the fountain was not on site at installation. That is something their builder would have to handle; this is not a service we offer nor a service we are contracted to do. Please see sign off from Installation July 22, 2024. As far as a leak, the builder on site did contact us on August 7, 2024, saying that they hit our lines and were repairing it themselves, we did tell them this would void the homeowners warranty. We did try reaching out the Homeowner with no return callback from them regarding this matter. We did, in good faith, go out last year and repair damage for free done by others on 9-26-2024. The homeowner will need to reach out to the builder for any water bill problems due to the damage to the system that the builder repaired. We talked to this homeowner about this and told them to reach out to their builder. We have also been out to start up the system on May 28th. Please see signed service ticket there were no reported coverage problems. If they would like to reach out to us to set up an appointment, we can come out and look at those coverage area.
  We found this to be unfair and untrue as we have done everything per contract. If the builder caused problems or made promises that is something between them and their builder. The homeowner will need to reach out to them but has nothing to do with Water Works, **** We have done everything per contract,but we cannot fix a problem we dont know about. 

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23412914
  
  I am rejecting this response because: The business is lying through their teeth, they say our builder repaired damage caused by the builder. The attached email shows them acknowledging the problem and saying they needed to wait for a warranty claim to repair. THEY came out to repair their own poor work, not our builder who had nothing to do with this. How can we allow business like this to just lie and get away with it?
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:08/20/2024

  Type:Customer Service 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 would not recommend this company to anyone - They are shady. They came out and installed our sprinkler system about 2 season ago. While installing, they ended up cutting all 4 of my bubblers without even looking, which I had let it go. ?? Now 2 season in, I currently have one area which the hose is becoming unearthed since it was not done properly, also I currently have 2 leaks in the line. I have contacted them in regards to this, since they strongly say, LIFETIME LIMTED ********. - This means that if we stayed with there services, which I did, they are not going to cover this and states it is ACT OF GOD and they want to charge me $750.00 to just get them out to our house and then additional $500.00 an hour. Please tell me if you think this is wrong or not - since we had this for only 2 seasons. The owners have spoken of this company as they say and there is nothing more they can do, unless I pay them such HIGH prices. So - be very weary dealing with these guys. Thank you again. B. Regards.

  Customer Answer

  Date: 08/25/2024

  This is a complaint, for service. 

  States, lifetime warranty on.parts if we stick with using their service. 

  I stuck with there services, and haven't made it 2 seasons, and found 2 leaks, which they **** ACT OF GOD, and will not cover under warranty.  

  Want to charge me $750.00 to get a crew out, and additional $500.00 an hour. 

  They ate not honoring there Services as ut states lifetime warranty on parts and service,  only if we still k with them for all services, and there has not be any work in front to cause this leak, to poor equipment.  

  Business Response

  Date: 08/26/2024

  This customer has been installed for almost two years and has not had this issue until now. At no point after or at installation did this customer mention anything about bubblers. It does state in everyones contract that ********* will not mark private utilities and would need to be marked by the homeowner before installation. Please see the contract and sign off from his installation. This customer has not contacted us about any problems or needing any service outside of the normal start up and shut down until now. On August 9th **** called the office and said he had a leak in his system. We sent out a tech on August 11th at no charge and found his tree roots have grown through his system and are pushing his piping to the surface, as well as growing into the piping creating leaks and kinks in the pipe. Our tech did try to cut through the tree roots with a Sawzall unfortunately the roots are too big.  The zone will need to be taken out and a chain saw will need to be used to cut through the roots and then replace the zone. We gave him pricing for that service and talked to him about the concerns for the health of the tree, he was very upset that this would not be covered under warranty. We did tell him the warranty covers malfunctions and defects, and this is classified as an act of Mother Nature. As he stated, he is aware that the warranty is limited.We told him he could cut off the zone where the tree roots are and try to have the other sprinkler in that zone cover the watering for that area, he did not want to do that. I attached a photo of the pipe before my tech exposed it and after with the roots shown. We have and will always honor our warranty but with any warranty there are guidelines and coverage outlines. Which are all given in the warranty paperwork and are handed to the homeowner at installation, as well as mailed to the homeowner after installation.
   We would like to help this customer with getting this situation taken care of and have offered him two options to do so but he will have to pay for the services. His system,other than the one area, is fully operational. We do understand this customer is upset but nothing that is happening here is something Water Works, *** installed wrong or could have been foreseen. If the roots were there at the time of installation, they would have been cut out by our pipe pulling machines or in heavy rooted areas where our machine cant get through the roots they would have rerouted the zone, this is something our ****** is equipped to deal with.  Attachments will be 2 pictures, sign off form install, our copy of Todds warranty, and the terms in the contact. 

• Initial Complaint

  Date:06/19/2023

  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 had an underground sprinkler system and booster pump installed in 2020. Well this past winter I had a pipe burst and had a plumber fix it . When it go warmer I had plumber come out to inspect and replace some other pipes. I was told by plumber that the booster pump pipes that were put in by water works needed to be replaced due to the corrosion. I have warranty on those pipes so I called water works several times. I sent them pictures and they said nothing was wrong with the pipes, I asked for their plumber to come evaluate it and was told I would be billed. I asked to speak to owner who never called back . I ended up speaking to the same manager who told me that the owner was too busy to call me and that he had looked at pictures and saw nothing wrong. I explained to him I didnt want any more pipes to burst and have another flood. His answer was to call them if it does. I dont understand if I have a warranty why wouldnt they send out their *******. I was told their ******* did a messy job with not cleaning off the acid. I am very disappointed with this company. On their paperwork they states Congratulations! you have just found the best warranty in the irrigation industry thats just a lie. Very disappointed customer.

  Business Response

  Date: 06/20/2023

  Water Works spoke with the customer, as the customer stated they had separate plumbing issues that they hired their own plumber to come out and fix. With that being said, having the separate plumbing issue in their basement would cause moisture in the air. The attached article shows that it is a natural reaction for copper pipes to oxidize when there is moisture in the air. Oxidation does cause the copper to turn green, however, this is not harmful or dangerous in and of itself. Water Works warranty, also attached,does not warranty this customers issue. We did offer the customer the option of having *********** come out to correct the oxidation as this is a cosmetic situation not a system malfunction. Cosmetic issues are not covered under warranty so there would be charges for the plumber to come out. The customers irrigation system is 100% operational and the pipes that we installed are not leaking or defective. Again, please refer to the attachments for warranty and oxidation reference. Please feel free to reach out with any questions or clarifications. 

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20204644
  
  I am rejecting this response because: The issue with a pipe that busted in my basement has nothing to do with that corrosion on the pipes they put in. I had a leak from a pipe in my family room not laundry room where they put the booster pump. The leak was found right away and only caused problem with carpet in a corner of the room before we turned off the whole house water and had it fixed. By the way most of the leaked water went in a container we placed right under the leak before water was shut off which was right away.  It could been bad if no one was at home thats why Im very concerned about the corrosion on those pipes they put in my house. What if they burst when no one is home? I had noticed that green stuff on the pipes the year before and had no idea that it was corrosion. I fell like the company should have come to the house to make an assessment and not just say nothing is wrong with the pipes and then say when the pipes burst then call them. What kind of response is that for a business to say to a customer? Prevention is the correct action for me. Who wants a flood to happen if it can be prevented? Everybody that I have shown the pipes to say that they are defective. Just look at the picture I sent, thats not normal. Their warranty is false advertisement and not being able to talk to the owner is beyond my understanding. So again I am rejecting their response to this situation. 
  
  Sincerely, *******************************, very disappointed customer!!!!!!
  
  *******************************

  Business Response

  Date: 06/21/2023

  
  As we have stated, there are no leaks or defects with the copper piping. Oxidation of the copper pipe is a natural process and has no impact on the system. *********** that installed your piping has reviewed your file, including the pictures that were sent over and providing a statement. Oxidation is a natural process and will continue to happen as long as there is some type of moisture in the air. If you would like the plumber to come out and replace the piping we can arrange that but there will be charges as there is not defect with your system. Your irrigation system does have a warranty and we are happy to address and issues that occur, however, oxidation of copper pipes is not a warrantied issue it is cosmetic. I have also attached a picture that shows the normal process of oxidation on copper pipes. 

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20204644
  
  I am rejecting this response because: I do not agree with their response once again. Like I said before the plumber should come to the home and assess in person the situation under my warranty. I paid a lot for those pipes. If I have to pay for new pipes it will not be with water works. It will be with a honest company. I see they will say anything to get out of honoring that warranty. As they say they have the best warranty around. Such a lie. There is no warranty. I have never in my lifetime had to go through anything like this for a company to honor a warranty. Please post the complaint, I cannot continue to go back and forth with this unreasonable company!
  
  Sincerely, unhappy customer 
  
  *******************************