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Business Profile

Irrigation Equipment

Pro Outdoor
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/15/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 paid a bit more than $5,000 to have the irrigation system installed. Within a week there was a leak and the install team did not put a rain sensor in so the system rain when it rained. After a large water bill again, we realized there's still a leak, and a sink hole began to form in the front yard. Technician comes out, **** there's been a leak since the install". They have not fixed the indent in the yard, no compensation for the water bill, and there was so much runoff, the area under my front porch has lost soil as well. I have called 5 times and no one has called me back to offer a resolution or even speak about this. They came out and fixed the leak and the technician said they were going to help, but nothing has been done.

    Business Response

    Date: 11/05/2024

    *** ******** our Service Manager has been in contact with Mr. ******* and has taken care of all his concerns noted.  We have also taken care of water bills for the homeowner. We are unsure why the complaint was sent after all of his issues where addressed and he informed our Service Manager he was happy. Our service manager will be reaching out again to see if anything else is needed to resolve their concerns. 

    Items taken care of. 

    - Leak/Tap repaired under warranty

    - Water Bills taken care of. 

    - Holes filled with additional dirt

    - Free Winterization

    -Free Aeration and Overseeding completed to help repair lawn. 

  • Initial Complaint

    Date:07/18/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 have had service with this company since 2012. I have a package for once a year and they take out of my account the services that they are going to give me. They take $289 approximately. This includes turn on and off and maintenance during the summer. The problem is that I can't reach them. The last time they were here was in April. I had a really high bill from the water company and they said there must be a leak. I called the company and they sent someone out in June but he said he didn't find anything. I asked for documentation of that visit and I still haven't received it. He thought it might be the meter. The water company came out and said that it was indeed a leak that was coming from my side--coming from my system. I contracted with a plumber, they dug up my yard which cost me $3000 and they found that it was my system and they showed me the part with a hole in it. I have tried calling them yesterday and I get a strange outgoing message.

    Business Response

    Date: 08/04/2023

    Pro Irrigation has provided routine ala carte maintenance since fall 2013.

    Pro Irrigation has no warranty on the irrigation system nor installed the irrigation system for this property

    The exact age of the irrigation system is unknown, but based on typical life and time Pro has serviced it is near expiration.

    If plumbing challenges exist(ed) or irrigation challenges liability for repair would be born on the homeowner. No matter who repairs it.  In this case the homeowner retained a plumbing contractor to fix their plumbing needs and it sounds as if their reported problem was resolved. 

    We are excited to continue servicing the irrigation system but not in alignment to compensate for plumbing repair work that may have failed as we are merely an ala carte service provider performing service on the irrigation system of the property. 

    There is no record of an inbound call in the last 7 days.  Our phone number is ###-###-#### and promptly being answered during business hours.

    Glad to chat with homeowner directly but this type of a complaint is viewed as a point of reputational leverage in trying to get an unassociated claim paid by an entity that bears no liability.

    Business Response

    Date: 08/07/2023

    We are always happy to stand behind our work if we are at fault.  Our phone system had a brief outage last week but we are here 8am -4:30pm M-F with numerous people answering the phones.

    From your account the system is not under any sort of warranty through Pro Irrigation and this complaint is the only inforamtion we have to go on.  I do see on the account we were out in June to test the system for leaks which was completed.  Your complaint does not indicate where the leak was found as there is a small portion of the system that is untestable leak wise with a pressure gauge.  If there was a leak present when we were onsite it is possible that it was missed but regardless this would have had to been repaired by someone(Pro or a Plumber) and we did not cause this leak by any work we have completed at your home.  We do not feel it is our responsibility to pay the $3,000 you paid to have this repaired but would be happy to help out with your water bill that would have increased due to this leak being possibly extended by Pro missing this leak when onsite in June.

  • Initial Complaint

    Date:04/24/2023

    Type:Billing Issues
    Status:
    Resolved
    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.
    Pro Irrigation came out on 19 Apr to prep system for use for the year. Was asked to adjust heads and controller due to new landscaping. Was requesting a 200-400 dollar controller and got billed for $900. Heads were not changed or adjusted as required/requested. Now they want more money to fix and incomplete job and are not doing so in a timely manner.

    Business Response

    Date: 04/26/2023

    To be clear the controller in question was under $700 not $900.  You chose to add a Rain Sensor for another $200 increasing the cost to $900.  This includes the controller, all other needed materials, labor and the online programming and setup of this controller.  This work was approved cost wise by you prior to completing this work so not sure what we could have done better in this situation.  We have also provided an estimate for the further work needed casued by some work being done in your back yard damaging the system.  This was totally unrelated to the controller being upgraded.  After listenting to all communications you have had with our office we understand there are a couple heads needing follow up adjustments on.  We have this and the estimated damage work(approved by you) schedueld for 5/1/23(We have schedueld for a time when you are not out of town this time so you can fully understand what is taking place for full transperancy) which is only a week out when our schedule is booked into June currently.  We appreciate your business but do not feel that this situation deserves a bbb complaint and should be removed immediatly.

    Customer Answer

    Date: 04/26/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.



    Sincerely,



    ******* *****

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