Complaints

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• Initial Complaint

  Date:09/05/2024

  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.

  On 8/13/24 Healthy Lawn Irrigation sent ******, and another tech. came to add an extra sprayer head to our front irrigation system. I requested a free quote before they started. ****** said it would be $119 for the job. I said okay so they started working but later he told me there would be another $100 on top of the $119. I said it would be okay. They finished in under 1 hr. but did not leave right away. My wife and I watched them during the whole job. We did not get an invoice until 9/4/24 and the total of the invoice is $309.16, much higher than the $219 ****** quoted me on 8/13/24. I called them on 9/5/24 and asked to talk to their manager. The lady answered the phone said she could help me, so I told her what happened. She did not listen to one word I said and so I asked to speak to the manager. Another lady, *****, came to the phone, and said she is the office manager and she is the one who decided the total amount of each invoice. I tried to explain to her what happened. Unfortunately, she never let me speak. She told me the $219 ****** quoted me was just an estimate and the real charge could be much higher. She said they spent 1.25 hours there so they had to charge me another $100 plus an extra $80 for the second tech. I told her they only spent about 45 minutes but she said she had GPS record of the length of their stay at my yards. She told me if I did not pay my bill immediately she would forward my invoice to a collecting agency. I once again asked her to transfer me to her boss. She said she is the boss and can handle all complaints. She kept yelling at me and I told her that and she said, "If I had yelled at you, the whole office would have heard it!!" So I gave up and hung up on her. I remember Healthy Irrigation was owned by ********** at *******, ** so I called their number to see if could speak to their boss. Unfortunately, it was ***** who answered the phone and she said she is the boss for Agriscapes and I could talk to her.

  Business Response

  Date: 09/20/2024

  Unfortunately, this customers complaint in completely invalid. They originally called asking for us to come and add a head to a zone. While on the phone we informed them that we could not give an estimate as we do not know what materials are needed or how long it would take as every property and system is different. We let him know that it would just be however long it takes the technicians at our labor rate and then materials cost. He said that was fine. When the technicians arrived, he tried again to get the technicians to tell him how much it would be. Since our technicians do not give cost for anything he informed him of roughly how long the service would take with the two technicians that were required for the job. After about 30 minutes the technician then let him know if would take a bit longer than originally expected and he approved and said that was fine. 

  After receiving his invoice Mr. ***** proceeded to call our office and question the parts that were on the invoice stating that he was not told the cost of them. Our receptionist explained that he was told in advance that we could not do so because we did not know the materials until after the technician was done. He then decided to change why he was upset and said the technicians were only there for 45 minutes (He was charged for 2.5 hours of labor total for 2 technicians) When in reality our technicians were there for 1 hour and 9 minutes, and we charge in 15-minute increments. Mr. ***** was also not charged for the 15 minutes of drive time typically charged to a customer. so that is a total of 2.5 hrs. We have verified this with GPS that we have on all the trucks as well as the time the technician said they arrived and then left. 

  Mr. ***** was not happy with this answer and kept saying our receptionist was not listening to him. She then got me, the office manager and person who make the final decisions for invoices. I Spoke to Mr. ***** and let him know ******** had explain his issues/questions, which he confirmed were the issues he had with the invoice. I then proceeded to explain in detail everything again to him. He then agreed that all of that makes sense but because the technician never gave him the invoice, he should receive a discount. our technicians have never provided him, or any customer with invoices, which I let him know. After realizing that tactic would not work, he started screaming at me telling me they only work for ***** minutes. He then put his who I assume to be his wife on the phone who also scream at me telling me "She has her own GPS". After allowing them to speak to me like this for approximately 10 minutes I informed him that his invoice is correct and that if he chose not to pay, we would have to send to collections as this was for work that was requested and approved by him while the technicians were on site. Mr. ***** then told me I was not listening to anything he said, and he proceeded to scream even louder at which, at which time I informed him that he could speak to me like a human being, or I would hang up the phone. He at this point started accusing me of yelling at him, which I let him know if I was yelling the entire office here would hear me and come tell me to stop. 

  After going back and forth for over 30 minutes with him he asked to speak to whoever was InCharge. I informed him that person is me and he would not speak to anyone else, which made him angrier. He hung up on me and proceeded to call our sister company, which I also manage and attempted to do the same thing until he realizes I was the one he was speaking to. 

  By the end of the conversation, he said he was very happy with the technicians and the work they did, and he was not questioning anything with that. He is only upset with me and that he "wants to get me in trouble". and thn hung up. he immediately paid the invoice. 

  We have marked his account for no more work and have a note for him to only speak to me if he ever calls again.

   

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22244714
  
  I am rejecting this response because:

  It is truly amazing that a good company like Agriscapes could become so bad so fast.  Healthy Irrigation aka Agriscapes was a good company and their two previous managers of Healthy Irrigation were excellent who provided great customer services.  Unfortunately after their last manager had quitted, everything went downhill, with *****, who was supposedly their office manager, yet she appeared to be in total control of both Healthy Irrigation and Agriscapes, would not allow their customers to talk to their new manager or anybody above her, basically shut off any complaints that might reach their upper management.  You could see that clearly in the response from Healthy Irrigation, that was without the name of the respondent, but was apparently from ***** herself.  Furthermore, instead of offering any apologies for her horrible customer responsiveness, her responses were full of lies such as (1) "only upset with me and that he "wants to get me in trouble"" I had never said that in our conversation;  (2) Her technician, ******, did give me exact prices for completing the job, as stated in my original complaint, yet ***** completely changed that in her response; (3) She also forgot to mention that she had threatened me that she would forward my bill if I did not their invoice right away.  Yet, it took her more than three weeks to send me her invoice (job completed on 8/13/24, invoice sent out on 9/4/24)  In short, this complaint is really not because of the charge, but is primarily due to ******* total lack of management skills in dealing with their customers.  I truly feel sorry for the company.

  
  Sincerely,
  
  ******* *****