Dr. Paul, (and anyone reading this- please judge the facts)
I'm sorry you feel the way you do.
I delayed response in this forum since, after our extensive discussions of the facts, you suggested this would be made right.
I expected you would do the honourable thing, but it never happened. (please also click on the reviewers name to read his other review)
For the benefit of the reader, here is our first-hand account of what happened:
1. You hired us for a season long package that included core aeration. When we called ahead the day before service we requested you mark the system heads and advise us of any deficiencies (like pipes or wires). We accept you may not have known, but in return, how did you expect us to know???
2. Our aerator machine nicked one of your poly sprinkler pipes. Immediately, our technician knocked on the door and your housekeeper would not answer the door.
Our technician then advised our office and we called you directly to advise turning off the water as a precaution. You and the housekeeper would not allow our technician inside the house to shut off the water for you.
3. You told Stephanie in our office you would do so when you got home. Our technician then left the site.
4. The owner of LawnSavers came to your house the next morning and repaired the pipe at no charge. (in addition to touching up the weeds) and prepared a report.
5. We advised you of the problem with the system over the phone
6. You thanked us over the phone.
7. Days later you cancelled your service, demanded a refund and berated our customer service staff upon learning of the sprinkler system deficiencies.
NOTE: Your sprinkler system's pipes were installed by your own installer (or yourself?) improperly, and directly under your sod. (LawnSavers did not install this system)
8. We refunded you according to our agreement with you at the single service price and only for services received. (you did not get an annual bundle discount and the prepayment discount no longer applied) (not including the sprinkler repair- it was still free)
You threatened a bad review- and there wasn't much more we could do.
We did everything in our power to help you in as timely a fashion as humanly possible.
Where is your bad review of your sprinkler system installer??? I can only assume it was a special deal from a less than reputable contractor who isn't around anymore- Are they a long-standing Landscape Ontario professional member like LawnSavers?
We posted a picture of your actual sprinkler line (available on the www.Lawnsavers.com/blog under the title "faulty sprinkler pipes").
No one left water running all day, the water and pressure that existed ONLY in that line leaked out (to this day, you did not produce a water bill showing any abnormal water usage, which I promised to pay-if any)
Despite your faulty and unmarked sprinkler system we made the repair at no charge and did everything in our power to accommodate and provide great service in an unfortunate situation. If any one feels there was more we could do - please provide suggestions in the comment section of the "faulty sprinkler" blog.
Reply created 13 Jan 2015
