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:09/29/2023

  Type:Sales and Advertising 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.

  The Westfield Sprinkler Company installed an irrigation system for **. During the install our lawn lamp was broken, our air conditioning unit was damaged, our underground dog fence was broken and we paid $800 to repair it. They also installed the system too shallow in spots and we had to have them come back to repair those spots (3 total were identified thus far). They are refusing to claim responsibility for the air conditioner damage and they are refusing to fix the lamp post, which can be a simple fix and their company has done for other companies in the past. We would like compensation for the costs that we will incur to have the lamp fixed and the air conditioning unit repaired and reset as it was knocked off the base.

  Customer Answer

  Date: 10/02/2023

  Videos added of the conversation with the tech telling me that a downspout company caused the damage to the lamp line when we have not had a downspout contractor come to the house. The company also states that the tech said he would complete the work another day but he did not. 

  Customer Answer

  Date: 10/02/2023

  Photos of damage to air conditioning unit and the distance between the homes showing that this is not somewhere that large equipment can fit often and that the damage was likely caused by the irrigation equipment trying to fit in between the houses. 

  Customer Answer

  Date: 10/02/2023

  More photos of air conditioning unit damage

  Business Response

  Date: 10/09/2023

  1-Customer did not have private lines marked upon our arrival, per the What to Expect email we provided and they replied to, we are not liable for damage to these lines that are not marked (for their complaint, this would be their dog fence and yard lamp)
  2-In good faith, we made a visit to review the yard lamp and see if we could repair.  When our tech discovered the condition of the yard lamp wire, buried through a downspout and not up to code, we advised we would need more parts to make this repair and could do so but wanted to show them we did not cut this wire during our install, still offering to make the repair.  The customer was then upset that we were not admitting we damaged it (clearly can see in the photo attached that we did not) and asked our tech to leave the property.
  3-The A/C unit damage was not reported until more than 30 days after we had completed our work onsite.  We asked our team that was onsite if they recalled any damage and they did not.  Our policy is to report damage immediately to the office so we can follow up with the customer immediately.  We advised the customer of our findings and are not liable for damage we did not create.
  4-We have made several free visits to this customers property to address all their concerns as we do stand behind our product and service.  See file Follow Up Jobs Completed and email regarding their follow up concerns.  What they are asking for is unreasonable given the damage was not created by our company.

  Customer Answer

  Date: 10/09/2023

  1-Customer did not have private lines marked upon our arrival, per the What to Expect email we provided and they replied to, we are not liable for damage to these lines that are not marked (for their complaint, this would be their dog fence and yard lamp)

  We did have both lines marked per the what to expect email. The lamp line was cut in the same area as the irrigation had to be repaired in the front of the house on the visit when the lines were buried too shallow. The lines in multiple places were buried only to 1.5 inches of depth and had to be repaired. One repair took place only about two feet from where the lamp line is broken 

  
  2-In good faith, we made a visit to review the yard lamp and see if we could repair.  When our tech discovered the condition of the yard lamp wire, buried through a downspout and not up to code, we advised we would need more parts to make this repair and could do so but wanted to show them we did not cut this wire during our install, still offering to make the repair.  The customer was then upset that we were not admitting we damaged it (clearly can see in the photo attached that we did not) and asked our tech to leave the property.

  The line was not damaged where the tech took the photo. The line is damaged just about a foot from where the photo was taken and the tech did not remove the soil in that area to find where the line was broken, he stopped just short so the damage from the line would not be uncovered. 

  
  3-The A/C unit damage was not reported until more than 30 days after we had completed our work onsite.  We asked our team that was onsite if they recalled any damage and they did not.  Our policy is to report damage immediately to the office so we can follow up with the customer immediately.  We advised the customer of our findings and are not liable for damage we did not create.

  We reported the damage as soon as we saw it. Per the photo I posted, you can see that the fit was so tight it would be impossible to have another service there outside of irrigation that could cause the damage. When we reported the damage it was practically dismissed, then when the tech came to your house and made up a story about the down spouts when we have not had a down spout contractor, that excuse was also used for the air conditioning unit. ****, one of the owners, also sent an email which is attached that said no one is claiming the down spout contract work was done recently, yet in the email from ******* that is what she blamed the A/C unit damage on. 

  
  4-We have made several free visits to this customers property to address all their concerns as we do stand behind our product and service.  See file Follow Up Jobs Completed and email regarding their follow up concerns.  What they are asking for is unreasonable given the damage was not created by our company.

  The free visits that were made are part of the service, not an above and beyond measure. The visits were for resetting irrigation heads and repairing lines that were buried too shallow. 

  All emails from the company with the excuses and made up stories and threats of legal action to cover their fault are attached. The requests we are making are not unreasonable. 

  Customer Answer

  Date: 10/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  We are requesting a credit of $802.00 which is the amount of the quote attached to fix the lamp that was damaged. We do not accept that Westfield Sprinkler is not responsible for the damage mentioned in our complaint and we have entered many comments and communications to explain as to why we do not accept their response. 
  
  Regards,
  
  *********************
  

  Business Response

  Date: 10/13/2023

  We have previously provided our concrete replies to the complaint. The only consideration we are willing to make here is to make the repair to the yard lamp wire ourselves. An $800 quote is absolutely ridiculous as this is a 15 minute repair with about $30 in parts, at most. If we proceed with the repair, as we previously offered to do, we will not return to the customers property or take liability for any other damage.