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:09/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 July 21, 2023, a team from the company changed the sprinkler heads in my front yard to accommodate new sod that I had put down earlier this summer. They did a great job, and I was happy to pay the service charge of $1110.40 using my **** ****** ****. According to my online credit card statement, the transaction was posted on July 24, 2023. Today, while scheduling a new service call I was told I have an outstanding balance from the July 21 service call (telephone conversation with Reuben). I was very surprised to hear this, as the payment had posted six weeks ago. To establish that I had I paid for the service, I sent a screenshot of the transactions posted to this credit card since mid-July (text to 281-494-3700). Reuben informed me that he would be getting back with me later today with any updates. (I think he has to get with the folks in billing.) I don’t know what happened at the billing office at Southwest Irrigation; I do know that they were paid promptly, and I would like that my account be corrected to reflect as much.

  Customer Answer

  Date: 09/12/2023

  Better Business Bureau:
  
  This letter is to inform you that Southwest Irrigation Systems, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/5/2023 and assigned ID ********.
  
  Regards - and many thanks for all your help,
  ****** ******
  

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Ive used **** several times and I have always been pleased with their services - so this complaint has really troubled me to move forward with reporting. Im not blaming the technician but there has to be some sort of answer to my question - why did I pay $600 for an irrigation issue that is still occurring?SWIS installed an air hammer arrestor that was suppose to correct the air-hammering in my house - that makes the pipes shake forcibly, every time the sprinkler system changes zones. The vibration is so loud and strong that my entire 3000 sq. ft. house shakes!SWIS sent a technician to review the repair - however, any further adjustments (valve replacements or zone controlling) was another added ******* unless Im just crazy - and Im far from it - what did $600 payment cover for a part that cost $30 on Amazon???Therefore, Im not satisfied or happy with a service job that still has me in the same situation as before the service cost.

  Business Response

  Date: 10/12/2023

  We are reaching out to customer to try to resolve. We left a message on 10-11-23. We use the best parts available and do not use the parts he mentioned on ******. We are a service company and our business model is different than ******. We stock ******* lead free water hammer arrestor brand.

  Our cost with tax is about $120. We use flat rate pricing which includes all labor and parts to install. Our price we charged was ******.. I will attach a copy of his invoice.

  Bill To ******, Gerard $0.00
  ******************************
  **************** *** Service Location ******, Gerard Non-Taxable
  ******************************
  **************** ***
  Invoice Summary Customer had persistent water hammer as each Zone transitioned to the next. We installed a water hammer arrested to prevent this. Also moved a head that was stuck under the fence.

  
  Service Charge 1.00 $125.00 $125.00 *************************************************  
  Install/Replace Water Hammer Arrestor ******* Lead Free 1.00 $****** $****** *************************************************  
  Relocate Spray Head/Rotor 1.00 $129.58 $129.58 *************************************************  

  We will continue to try to resolve issue. We want to make sure the issue is resolved. 

  Thanks ***** ******

   

   

  Customer Answer

  Date: 10/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  I received the first call yesterday on 10-11-2023 and called back immediately. A return call has not come back,
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   

  
  

  Customer Answer

  Date: 04/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.