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:04/22/2024

  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.

  This company purchased what was formerly Bio-Green irrigation. Bio-Green was an excellent and professionally run organization. Since purchasing Bio-Green, it is all but impossible to reach a representative. There appears to be one individual who answers all calls '*******'. This woman has consistently misrepresented the extent to which warranties will be honored, the scope of work that is required to conduct maintenance, and the availability to raise issues to a higher level for resolution, and she routinely terminates calls and forwards callers to a messaging service. In general, it is all but impossible to speak with a representative with any decision making authority or useful information without resorting to measures like this one.

  

  Business Response

  Date: 05/13/2024

  ************** was a customer of BG ******* Services (the successor company to Bio Green) and became a customer of Hydro-Tech ******************** after we purchased specific assets from BG in 2023 when he signed up for an annual service plan with us. Note that there is no warranty on ****************** system, which was installed by Bio Green.

  In October, 2023, ************** purchased a ************* Plan (BSP) for his irrigation system from Hydro-Tech for $270 plus a credit card processing fee of $8.10. Under the terms of the **** Hydro-Tech provides two services: Winterization and Spring Turn-on (see attached Service Plan Brochure). ****************** Winterization appointment was provided on 11/1/2023. A Spring Turn-on appointment on 4/24/2024 found issues with the customer's backflow device and some of the system valves; additional labor and materials were required to fix the issues, at a cost above the items included in the original appointment.

  As according to company policy, our technician provided the information regarding the issues with the irrigation system to our service manager, who provided a quote for either rebuilding or replacing the device and fixing the valves. The customer has actually spoken to more than one customer service representative in the past, and we believe our responses were timely and our quote was appropriate for the work required to properly fix ****************** system. ************** was always free to either accept or decline our proposal to repair his system, so we are at a loss as to what else we can do for this customer. 

  Customer Answer

  Date: 06/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21609543
  
  I am rejecting this response because:
  
  I am not ************** - I have no knowledge of who ************** is.
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/10/2024

  Our sincere apology to ****************** for the incorrect response filed with the BBB. Please see below for the correct response to the filing. 
  
  ****************** was a customer of BG ******* Services (the successor company to Bio Green) and became a customer of Hydro-Tech ******************** after we purchased specific assets from BG in 2023 when he signed up for an annual service plan with us. Note that there is no warranty on his system, which was installed by BG ******* Services. He does have a ************ Plan with Hydro-Tech, which covers certain repairs after deductibles as in the plan brochure uploaded with our initial response. 
  
  ****************** did have a less than satisfactory telephone conversation with a Hydro-Tech customer service representative (CSR) on 11/7/23, and our office manager ******* followed up by sending an email apologizing for his unsatisfactory experience, providing her direct dial number to the customer so if he had future issues, he could reach out directly. Perhaps that could explain how the customer described speaking with ******* as he *** have called that number. We have a number of service representatives available, so it would be unlikely a call to the main number would result in reaching our office manager on most or all incoming calls.
  
  We suggest that ****************** call our main number ************* in the future. There are a number of options for assistance, including leaving a message in our voicemail system. We also offer customer support on our website via text chat, and contact forms for billing questions and service requests, among other items.
  
  We believe that there was a phone conversation between ****************** and our service manager, **** that *** have resolved the issue. If there are outstanding items remaining, we hope to speak directly as Hydro-Tech is invested in ensuring positive customer service outcomes.