ComplaintsforGroundsPro Landscape Group LLC

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The worst issue is that when the installers of my new sprinkler system left their work was not finished, but one of the owners came to get them to work on another installation.I was told that the installation would take one day, but that definitely did not happen. They knew they were not finished because only two of the four men were experienced in this area and one literally had to sit in the trailer most of the day because of heat sickness. I own half and acre which is impossible to do in one day in my opinion give nothing was flagged and three of them just watched as the owner and one of the guys measured and decided where to put the heads. I was informed that they were not coming back to finish the next day because they had to go to another job. I called the owner and he confirmed it. I expressed my disagreement. I was told that the guys, could come back one last time the next day. He told me that the system was easy to run and that I could adjust the heads myself adding that one of the guys was supposed to give me a tool to do it. Needless to say they still were not finished when a supervisor literally came to get them to go to another job.I discovered a leak in the pipe the next morning and the owner said they would be here early the next morning. Of course they dint come and nobody responded to my calls and messages. He ghosted me. I finally had to call another company to fix the leak and make other changes in the system, including adjust and adding headsI paid $681.00.There was no communication with me before the installation, so I had to call to confirm they were coming because nobody showed up to mark the position of the heads as he said he would. When they arrived, nothing was done ahead. The owner had told me that he would be here for the installation, but left after they got started and only returned to handle a problem with cutting a internet cable.I have many more complaints, but they will not fit within the limitation of characters.

  Business response

  11/02/2023

  On behalf of myself ******* and my company GroundsPro Landscape group I am at a loss of words as to how this complaint is so false and misleading. Fact of the matter is that I personally met with ****** after she had contacted me to come out and take a look at her lawn for a possible irrigation installation. I met with her and her ex-husband onsite and walk through the yard for over an hour. After we had walked through the yard and talked about every component of the new irrigation system, I left them both stating that I would put a proposal together and get it sent over to them yet that day which in fact I did. Once she received it, she had more questions which most of them were the same questions that we had went through only 12 hours prior but that is understandable for some customers, and we just go through those questions again. After answering those questions, she then proceeded to try and get me to lower the price but as I told her the price was the price and understood if she was unable to do it at that time. She then asked me to change the address on the formal proposal which I did, and she then accepted the proposal and said that she would like to proceed with the project. We then set a time to meet onsite to collect the 50% down payment which my wife who works in the office collected as i was personally tied up with another crew on a project that was already going. At the time she didn't seem to mind until now when she is making her complaint. I did in fact tell her that the install would take one day to complete as it was about 25k sq ft. and an open area anyone in this industry would say that's a reasonable timeframe. On day of installation, we did everything that we normally would do. I met with the crew onsite and walked them all through the plan as well as the obstacles that we had such as drain fields and very old/large trees. We marked it out where all the heads would be with flags which again is standard in the industry. During this time ****** was right there with us so she knew the plan and at the end I asked her if she had any questions and she did which one of which was about the amount of water that was going to be put on the yard as she did not want a large water bill I had told her again that she should expect a 25% water bill increase during the summer months. I then said goodbye and that I would be stopping back to check on the guys as well as bring them a few things that they needed. I did just that but did not have any contact with her but did ask the guys how it was going as it ended up being one of the hottest days of the year and the guys were giving it there all but knew that we were going to fall short of that one day install. At the end of the day I spoke with the ******* that has over 8yrs experience and another lead of the job that has over 10yrs experience both in ** & ** to see where they were for the day at that time they were going to stay late and try to push through it which they did stay late but did fall short of that one day install due to the heat and a new guy first day on the job was not pulling his portion due to the heat. I did tell them that was fine and to let her know that we would be back tomorrow after our morning stop which was an inspection of a commercial irrigation system installation (which passed) apparently, she did not like that and contacted me directly at which point I explained to her what the plan was and that we would be back. After an hour of complaining I finally told myself it was not worth it and decided to change some things up and we actually sent the same crew back minus the new guy to finish up the job. The time to finish up the system and get it running was about 2hrs. After not hearing from that crew, I did reach out to see what was going on as we had rain coming. I was then told that she was making them go through and reset every sprinkler head to her liking at that point I sent one of my project managers (not owner as my wife and I are the only owners) to see what in fact was going on as this sounded crazy. When he arrived it was relayed back to me that in fact this lady was having the guys do exactly what they said they were doing at that point the ** instructed them to go through and finish up so that they could get to the next project. No crew member was ever walked off the job or was stated that's it we are leaving you will have to figure it out yourself. That is so far from the truth it's ridiculous I have been in this industry since **** and a business owner of sorts in this industry since 2011. The old saying that the customer is always right is completely untrue but in the service industry sometimes you have to bite your lip in order to move on which was exactly the case here. I still to this day think that ****** is a nice lady but she is one that feels that she needs to always have the upper hand and when someone pushes back and lets her know that she is not in the right she doesn't like it. So, she does what she can to try and show her power through bad mouthing people to others or use the BBB in the wrong way and not the purpose that it is meant to be used. So that is all time that I am willing to give to this issue as its completely false and the saddest part is that she knows it but that is something she will have to live with.

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