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Custom Touch Irrigation Inc
Outdoor Lighting Plan and Installation, Outdoor Lighting Repair, Concrete Driveways & Floors Installation,
About us
20 employees. No subs. Charges an hourly rate. No travel charges. Extra charge for after hours service. Ask about Angie's List discount. Additional DBA - Custom Touch Landscape Lighting. Additional contact - Mark Mcallister. Award winning.
Business highlights
Emergency services offered
47 years of experience
Services we offer
Irrigation system installation, back-flow testing, renovation, repairs & start-up, seasonal monitoring & enhancement & low-voltage landscape lighting installation., upgrades
Amenities
Emergency Services
Yes
Accepted Payment Methods
- CreditCard
Reviews
4.8449 Reviews
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 90% | ||
| 2% | ||
| 2% | ||
| 1% | ||
| 3% |
Showing 1-25 of 449 reviews
Jake K.
Jul 2024
I had been a customer of Custom Touch for 25 years. It was a great company, prior to about 2012. Several years ago, a technician from CTI winterized the system, but the schedule was delayed until November - temperatures were in the low thirties when the technician came to do the Winterization. The following Spring we discovered that an issue had been caused due to attempting to switch off the system when there had been a freeze that morning. The technician must have known that he had caused this issue, but said nothing. CTI's response was 'that employee is no longer with us'. This year, I was told that I needed a $450 repair, as the system could not be switched on again due to failure of the 'pipes and attachments'. I called CTI as there were several instances of miscommunication and appointment mis-alignments. I expressed my dissatisfaction at how the appointment chain and quote for repair was handled, and was told 'that employee is no longer with us. I was a little suspicious about the repair, and got another company to come have a look. Imagine my surprise when I was told that there was nothing wrong, no repairs were needed. The system was switched on without issue.
Jan B.
Jun 2023
Initial installation went well. I chose not to use them for winterization so they cancelled my warranty. The previous system pumped water from our lake. They left a tangle of old wires floating in the lake. I called 4 times before they finally sent someone out to address my concern. Chris came out and removed the wires. He was very rude. Today I received a bill for $156!
Jeremy T.
Apr 2022
I have used this company in the past to both start my irrigation in the spring and shut it off in the fall. I had them come out on 4/1 to start it up and they said that the backflow needed replaced. The tech said he did not have the piece on the truck, and that someone would call to schedule a fix. I never heard from them, I emailed multiple times and called 4x. Each time the woman that answered said she would call me back - and I never heard from them. I would not recommend using these folks - they seem to not be very organized and waste time.
GERALD K.
Mar 2020
They've done a good job with opening and closing our system for the past few years, but the problem is that they are hard to get a hold of during the summer. We are now looking for a new company.
Beth M.
Jan 2020
Did not show up or call for scheduled and pre-paid winterization. Tried to invoice/collect on prepaid services as well. Extremely disappointed.
DAWN K.
Sep 2019
On May 29th someone came out to repair a leak, he was unable to do so, and said that he would make a note that it still needed repair, and that someone would be back to repair it. August 6th I called and had to leave a message to say that it was still not repaired. I called again on September 11th and had to leave another message to say it was still not fixed and that I still hadn't heard from anyone. September 12th I received a call and they were out the next day. Since then I received a survey asking about my service. Instead of filling out the survey, I answered the questions in a letter. I received a call on September 24th, unfortunately I missed the call but called back in 15 minutes. They wanted to talk to me about my survey. I have left 3 messages now and still no response.
BRIAN S.
Jul 2019
Project went great and they were very easy to work with. Due to the rainy Spring the project was difficult to get underway because they preferred to wait until the ground was dry enough so my yard wouldn't be damaged too much. Keith was easy to communicate with and keep me abreast of possible windows to do the install. We even got the job halfway done and then rain hit making the ground too soft to use the big equipment so they sent a crew out to hand dig my backyard so that I wasn't stuck with a half completed job. Follow up walk through went smoothly and showed me how to work my system. After several weeks, I'm loving having a system set up.
Doug C.
Jun 2019
Summarizes, found leak, said would return for repair, ... crickets. Not professional (don’t return calls). Left 4 messages asking when they will return. So confused. Just wish they would have called. Will never use to winterize or summarize again.
Jeremy T.
May 2019
Fence company hit my irrigation line while putting in my fence. Custom Touch came out the next day and fixed it.
Aaron M.
Apr 2019
They got it done quickly and efficiently. Very happy. I would recommend them to anyone needing irrigation. They also do maintenance on several properties that I manage.
Response from Custom Touch Irrigation Inc
"Thank you so much for being our customer and sharing your experience. Please let me know if any more irrigation needs arise, and have a great Spring.!!! Thanks Cliff Hankins Vice President Custom Touch Irrigation"
Rebecca M.
Apr 2019
Great. I appreciate that they stay on track each season as to when to air our irrigation out to get ready for winter and when to turn it back on late spring.
Response from Custom Touch Irrigation Inc
"Mrs [Member Name Removed], thank you for taking time to share your experience with Our company, and choosing Custom Touch as you Irrigation service company. Have a great weekend"
Sarah F.
Apr 2019
My experience with Custom Touch was great. Just when I was losing faith in customer service - they restored it. They provided exactly what I asked for. The pricing was fair and consistent throughout the process. Everything was installed impeccably and we love the way our house looks at night. Thanks to John and the Custom Touch team
Response from Custom Touch Irrigation Inc
"Hello [Member Name Removed] - Thank you so much for your kind review. We appreciate your time in doing this and look forward to providing service to you for many years. John and the lighting team will be pleased to see this."
Rita D.
Apr 2019
New lighting was installed recently to match lighting that we had on the other side of the house. Custom Touch was professional, punctual and reasonably priced. We have used Custom Touch for years for our irrigation needs. Another company installed our original outside lighting but soon discontinued that service. Custom Touch was able to match our existing lighting and tie into our current system. John Hurd from Custom Touch was easy to work with. The installer was professional and left the install area just as he had found it. It all looks great and we are extremely pleased with the outcome. We would recommend Custom Touch for both irrigation and outside lighting needs.
Response from Custom Touch Irrigation Inc
"Thank you so much for the A rating! It is always great for our teams to hear this positive feedback. We look forward to continuing excellent service to you and making your outdoor living experience enjoyable."
John C.
Feb 2019
I was overcharged, all stations were not working with spring activation. Back flow was charged and not completed. Sent back flow test results in to the state which were in erro as system was not working
Response from Custom Touch Irrigation Inc
"Hello Mr. [Member Name Removed] - We are sorry to hear that you have given us an F rating. The last record of service we have for you was May 26, 2017. You were refunded for all services as we recognized an error we made in the activation. We believe we made all attempts to make things right with you. We would be happy to have you back as a customer and hopefully you see that when our company does make an error, we will work to correct."
Nate B.
Nov 2018
Not good. I had the irrigation system put in and after the fact they are not willing answer calls or return calls for service. I've problems with the irrigation system, along with busted pipes. Seems that they are using cheap material. The Service Manager has also been very rude and not very helpful. I've asked the different people to have the owner call me and I was told that they are not going to that.
Response from Custom Touch Irrigation Inc
"[Member Name Removed], It is unfortunate that you have posted an "F" rating for our company. Repairs were necessary, not because of faulty equipment but because you failed to make your payment on time which resulted in freeze damage. Your account has been in past due status several times and the staff appropriately shared with you they cannot schedule your winterization until your payments for service were caught up and a pre-payment for winterization was made. You have since paid for your services and all repairs have been made."
Barbara K.
Nov 2018
Once we got on the schedule, it went fine. They are pleasant and accommodating IF you can get a hold of them. Their communication method is the customer leaving a voice mail. They don't get back to you very promptly. Winterization didn't occur until November 2nd. With the early frost, I was a little frustrated that they never contacted me to set up a date for service until I called them. I had to leave a couple of voicemails before they returned the call with the work date. I was about ready to go with another company, but had already paid for the year's service. Kind of frustrating. I'm getting quotes from other providers before signing up for next year.
Response from Custom Touch Irrigation Inc
"Hi [Member Name Removed], Thank you for your posting and we are sorry that you were not able to give us an "A" rating. We track all incoming and outgoing calls. Our first record indicate a call to you on October 22 and left you a message asking if November 2 worked for the shut down of your system. On the same day you returned our call and confirmed via voice mail twice within a few minutes that the date worked and gave us your garage code. We called you back and left message that all was set and we would see you November 2. I am happy that your system was taken care of. We continue shut downs up to Thanksgiving each year. We hope to continue to maintain your system for many years to come. Please call me directly at 317-764-2232 if you have any questions. Thank you, Tammy"
LaDonna S.
Oct 2018
fast and neat job
Margaret M.
Oct 2018
Techs are good and know their job. It's the office staff and scheduling department that irks me. I had a appt. from noon to 5:00. I warned scheduler that I might be out in the AM until about 11:00, As it happened I did not go out ... tech showed up at 10:30 am. I called office and complained ... phone answer-er was stiff and not very polite or friendly, said if tech was finished with earlier appointments he would come to next on list ... me ... no matter what the hour. They have told me they will not call ahead because *it takes too much time*. Bull -- 2 minutes? They will if you request it but they do not tell you that. I asked them not to come early but he did anyway. tech probably was not told. Their customer relations are not good. Tech was excellent and fast and did a couple of small favors for me in garage.
Response from Custom Touch Irrigation Inc
"Hello [Member Name Removed] - Thank you for your feedback. I'm sorry that your experience was not pleasant with our customer service team. Our paperwork shows the technician was notified of a later arrival. A customer will not be called in advance on day of service if the customer had not requested, as our technicians move relatively quickly within a neighborhood, and may only be 2 minutes from your house. He had completed work earlier in your area, attempted to call you because he knew he was early, with no answer, and decided to drop by to see if home anyway. You were home and technician provided service. He would have returned later in day had you not been available as planned. I've spoken with our customer service team member that assisted with you. Again, our apologies the experience with our customer service team was not as expected."
Mike K.
Jun 2018
TO Jacki: Thanks so much for sending the guys out yesterday. Darnell and Jesse did all the work. They turned heads, fixed heads, changed direction. Virtually did all the work yesterday. All of the guys including Daniel have been a great help and gave us good advice. We are back to having a system that waters the correct spots and not my driveway and new patio. Looking to possibly add 2 more heads which Darnell suggested and we just need to discuss. GREAT GUYS! Will always recommend Custom Touch.
Response from Custom Touch Irrigation Inc
"Thank you, Mike! We have a great team at Custom Touch and it is always nice to see a happy customer. Have a wonderful summer!"
Jie Z.
May 2018
The company sent two men to repair the irrigation system that was damaged by the new deck construction. After relocating the backflow, rerouting the new underground pipeline, and installing 5-6 new sprinkler heads, they left our home without testing if the new sprinklers can be operated from the controller unit. When the same company came to open the system in Spring, they found the controller does not control the newly installed heads. Instead of completing their repairing work, they asked for additional charge to replace the valve and wires, which they blamed to be the reason the controller does not control those heads. When I argued with them why they didn't test it during the repair, they simply replied that part is not under their warranty. I paid $2200 to have the new heads installed, and now to operate them, I have to pay another $245! What a rip-off! Besides, the technician who came to open the system in Spring is very rude and impatient, basically say "no" or "I don't know" to most of my inquiries. He also complained about the ongoing mowing in my yard (the mowing company was working on my lawn at that time) and left my house without a fully check the whole system.
Response from Custom Touch Irrigation Inc
"[Member Name Removed] - We are very sorry to hear of this experience. I understand you spoke to our customer service team yesterday and was given the information you have written here. Your concern has been forwarded to the management team to further investigate and someone will be reaching out to you within the next day or two. Please allow us some time to better understand your system and concerns as we hope to remedy the problem and keep your system in excellent running condition."
Ben R.
Apr 2018
I've used Custom Irrigation for about 5 years for the listed services. Initially, they were responsive and did a good job. However, in 2017 their service seemed to fall off. The technician didn't assess my system thoroughly. He spent about 5-10 minutes at the house. I chalked that experience up to one bad technician. This year I was contacted about their spring start-up plan. They schedule a couple of dates for my neighborhood and offer discounts if you start-up on one of those dates. I called back multiple times during regular business hours and no one answered the phone. The prearranged dates passed. I finally got a call back and their first available time for start-up is June 2, which is over a month away. The combination of these factors has led me to seek sprinkler system service elsewhere.
Response from Custom Touch Irrigation Inc
"Hi [Member Name Removed] - I am sorry to hear of your frustration. I have met with customer service and pulled the notes from your account. We reach out to our current customers, like you, as early as possible to begin the scheduling process because we know it will get very busy as the weather starts to change. We left a voice mail message for you on 3/23 and because we had not heard back from you we left a message again on 4/11. "Busy season" has now arrived and our team works very hard to return voice mail messages within 24 hours. We are continuing to place priority on our current customers like you. Additionally, we were not able to control weather including snow and freezing temperatures in mid-April. In order to prevent costly damages to systems, we were forced to push back our start-ups. We hope to gain your business and trust back. We have an excellent team of service technicians and customer service staff. Thank you!"
CN B.
Mar 2018
Great! Brian was very helpful in determining our needs and re-scheduling a longstanding conflict with our system
Heather S.
Jul 2017
Great..they really knew what they were doing...even if we did get lost in the shuffle with the front office.
Response from Custom Touch Irrigation Inc
"THANK YOU, and I hope we are able to provide better front office service to you in the future. We work hard to keep things moving smoothly during "busy season"."
ARVIE A.
Jul 2017
We've used them for years. We pay an annual fee. It took one day to complete the work. The workers are okay.
Scott A.
Jun 2017
Their representative was very professional and pointed out several service items that our system needed, We have hired Custom Touch to handle all maintenance and repairs for us. Their prices are very reasonable.
Licensing
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FAQ
Custom Touch Irrigation Inc is currently rated 4.8 overall out of 5.
Custom Touch Irrigation Inc accepts the following forms of payment: CreditCard
No, Custom Touch Irrigation Inc does not offer free project estimates.
No, Custom Touch Irrigation Inc does not offer eco-friendly accreditations.
No, Custom Touch Irrigation Inc does not offer a senior discount.
Yes, Custom Touch Irrigation Inc offers emergency services.
No, Custom Touch Irrigation Inc does not offer warranties.