ComplaintsforRain One, Inc.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Constituent hired Rain One Inc to do work in his home. He hired them to do his irrigation and he claims they were not at his home very long and are charging him over $500.

  

  Business response

  09/22/2023

  This work was performed and invoiced on March 28th, 2023 and it is now being disputed at the end of September.  The homeowner had informed us that the sprinkler system had not been winterized the prior year which led to the necessary repairs.  The homeowner was also informed that there were additional repairs that were needed which were declined.  This is clearly avoidance of homeowner responsibility,  there is nothing to dispute and the invoice will go to collections.

  Sincerely

  Customer response

  09/25/2023

         In response to the complaint #********, I read the BBB response to complaint #*******, their responded that they will forwarded their claim to third party the collection. Rain One Company did replace the Backflow Prevention Assembly sometime the Month of March 2023, I already paid that job in the amount of $268.50, I have a proof detailed in bank statement of account, but because they did not do it properly, as a result parts of Backflow Prevention Assembly still leaking. For the second time I called Rain One to fix the problem of leak. Just like I stated my first complaint first time, the service Technician did not stay more than 20min time, I was watching him the whole time he was doing the job. They are to charge $533/20=$26.65 or $27/min time?
  Where as the service technician said that he is to charge not more than $100 for small job.
  ******** * ********* 
  

  
  

  

  Business response

  10/16/2023

  To be crystal clear there were two visits and two invoices.  The first invoice was in fact paid for $268.58 and included the repair from the frozen piping on March 7th, 2023.  The second invoice was for repairing the backflow preventer and starting the sprinkler system on a later separate date of March 24th, 2023 once the temperatures warmed up.  The amount of labor is being disputed and we clearly had two people on this project for a total of 3 man hours and not 15-20 minutes as stated.  Attached is a copy of the outstanding invoice.

  Sincerely

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021 we had Rain one come and winterize our irrigation system. We have been at this residence for 5 years and prior to having Rain one winterized our system all of the zones were working, and every sprinkler turned on and off perfect. We decided to turn on the sprinklers for the first-time due June 2023 since Rain one came out due to several days of sever heat and the zones are not coming on. During the winterization the tech that came out applied so much pressure to the lines that one of the sprinkler heads flew up like a rocket. I questioned that while they were there, and he said that was normal although this has never happened before during a winterization which we have done every season following the use of the system. Therefore, I am writing because logically speaking the system worked prior to the service being performed and not it doesn't and the only thing that happened in between it is working and not working is that Rain one winterized our system. I believe that something wasn't done properly causing the existing issues that I don't believe would have happen otherwise.

  

  Business response

  06/16/2023

  Good morning. I have spoken with the customer at the address listed above. The customer had us out a few years ago and was concerned that some of the work that we had done had failed causing the issue of the system not coming on this year. In my opinion, it seems that the two issues are unrelated. However, we want to serve this customer well and have elected to schedule a complimentary service call with the customer. Once the service call occurs, we can further determine root cause and work toward resolution with this customer. The conversation with the customer was pleasant and I appreciate the time that she took to discuss her concerns. We have scheduled this appointment for June 30th.

  Customer response

  07/24/2023

  On June 16th I spoke to a representative from Rain one to address my BBB complaint regarding his company. Prior to having their company winterize our irrigation system worked great and then the very first time trying to use our irrigation system after their company winterized it no longer worked. The only difference between it working and not working was the winterization. The associate  that called me on the 16th agreed to schedule a complimentary service call to come to determine the root cause and work toward a resolution. On June 30th,   a tech from the company came to the house around 4pm and was there for approximately an hour. He said that he didn’t have the correct tool that he needed to complete the diagnosis of the system and that he needs to schedule a follow up appointment. He said he made a note that he needed to come back to complete the diagnosis. Additionally, before making the appointment, I advised the tech that this service call was due to a winterization that was completed by his company, and I believe this caused the system to malfunction. I asked him what he thought was the cause and he advised he could not determine the cause at that time as he didn’t have the right tools to fully diagnose the system. I advised him while at the home on the 1st visit that I wanted to make sure that the 2nd service call would not be charged, and he advised me that he was making a note as well as noting that he was unable to complete the diagnosis and needed to schedule a follow-up appointment to determine the root cause.

  On Wednesday 7/5/2023 I received a call from the Rain One scheduling department to set up the follow up appointment which was to be the following day 7/6 between the hours of 12-3pm. During the call there was never a mention of charges, nor did I think there would be as this was just a continuation from the first visit due to the p tech not having the tools to access the problem. Additionally, when the technicians arrived to complete the complimentary service call nor during any point of the work being completed (which we didn’t know exactly what the cause was). At no time did we get the impression that the work being completed would not fall under the complimentary service call. As the owners Wesley or LaTeka would have required and invoice and would have needed to authorize any charges prior to competition. Because the 2nd visit was a continuation of the first and there was never a mention of the repairs not being covered it was our understanding that it was determined that the cause of the system malfunction was indeed due to the company.
  

  That would be equivalent to taking a car to have it inspected and then prior to the mechanic reviewing the cost of the repair and what they found wrong with the vehicle the made the repairs and then handed you the invoice for payment. If we were made aware that the technicians’ findings determined that the cause of the system malfunction was not related to their business, we would have elected to wait on the repairs as we have some more pressing home maintenance needs. 

  
  

  

  Business response

  07/27/2023

  We have reviewed the response from the homeowner. The reason for the issue was a stuck valve which was not closing causing the system to function incorrectly. This can be due to having not been used in a few years causing calcium to build up on it, something getting stuck in the valve, etc. Age also plays a factor as the valve was older and could not be repaired but needed to be replaced as we can no longer purchase parts. Our technician stated that he had a conversation with the husband at this location and communicated this repair was not covered under warranty, the warranty having been expired for over a year regardless. It is true the service call was complimentary, but the resulting repair was not. We truly do want this customer to be happy with the result of the services that we rendered. It is our intention to ensure that we provide a high level of customer service, however issues with systems are frequently outside of our control. We have determined, in an effort to keep a high level of customer commitment, that we will credit the invoice amount of $ and we respectfully decline further business with this customer. 

  Customer response

  08/29/2023

  In response to Rain One technician discussing anything involving a price with my husband is simply not true. I have used Rain One for over the past 4 years of owning our home and was very happy with the service in the past. We've used them to winterize our home multiple times as well as a service call involving multiple sprinkler repairs in which we gladly paid Rain One over $500. Likewise paying for this service call would not have been an issue if it was conveyed upfront. Then we would have been able to decide if this repair was something we wanted to do now or later.
  
  The premise all along was that the service call was covered; respectively saying that the technician advised my husband that the repairs weren't covered or that any cost would be involved is simply untrue. I've been married for over two decades and my husband and I involve each other in every financial discussion we make. My husband was aware of the circumstances in which the technician was there and would've talked to me immediately if at anytime money was discussed. 
  
  Its unfortunate that a lack of communication has mutually caused us to no longer do business with one another. All the best. 

*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. ↩