A J Lawn Sprinkler Co Inc

"The tech who was there last has over 25 years of experience. He'[Member Information Removed] over 40 years old, so for you to call him a boy is really odd. I saw a picture of the area after he made the repair and put the grass back. It was as good as you can get when you have to dig into the ground. He cut out a square of grass, and put it back over the hole when he was done. The reason it may have looked a little messy was because the dirt had turned to mud. This happens when a pipe leaks into the ground. Also, the tech had warned you that the pipe had become brittle in that section and should be re-done. He had to make the repair twice because the pipe kept breaking as he tried to repair it. His notes indicate that you just wanted the leak fixed, and nothing to be redone as we advised. As far as year after year- your system is 15 years old. I see most years there is an activation invoice and winterization invoice. Occasionally, there is a service invoice or two in the middle of the season. Nothing unusual for a system that was installed in 2008. I am the owner of the company, and I have been to this property before to make a repair and spoke with you on the phone while there. I remember you pressuring me to somehow fix an underground leak without digging. I had to almost argue with you to assure you that I can't do that. I also remember you begging me to hurry up and do the job as quickly as possible because you didn't want to pay for over an hour. My tech reports the same thing from this year. I understand wanting to save money on labor, but repairs take the time that they will take and should not be hurried. I am now looking back in your customer record. Over the past 5 years, you have paid between $150 and $420 per year for service. Hardly extortion. You have been accusing us of intentionally messing things up so we can come back, hassling us to keep repairs short, and arguing over valid invoices since at least 2015. We honestly should have ended our business relationship with you long ago."

"Hello [Member Name Removed] Thank you for review- we always appreciate feedback from our customers, and we take your feedback seriously. However, it seems that there has been some sort of miscommunication. Our records do not indicate that you were charged over 800 dollars as you say here. Our records indicate that you were billed according to the estimate that our service technician made on his first visit. Please contact us directly if you are showing otherwise, at 518-785-1192, so we can get this straightened out. The technician did replace six valves at the time of his visit, and noted that the pump was only putting out 4 gallons/minute which would not be enough to run your system properly, which is why he advised there might be a pump problem. We are happy to hear that this is not the case and that your system is running well. If you need anything else, please don't hesitate to contact us. We thank your for your business and again, always appreciate the feedback as customer service is very important to us."

"Hi Mr. [Member Name Removed], I am sorry to hear that you had this experience with our company. In the early spring, it is true that our service technicians have a long list of appointments to get through, and when they run into extra repairs, it can be stressful. There is a small window of time where all of our customers want their sprinkler systems activated within the same couple of weeks and we are extremely busy. While we do allow some extra time for travel and running into problems, sometimes our technicians have to leave and come back at another time, in order to make it to their other scheduled appointments for the day. Our service technician was attempting to be thorough by checking the whole system and doing all the repairs that he thought were necessary. Since you were unsatisfied with our service, we did, as you state, perform the third service call at no charge. Customer service is very important to us and we always strive to have satisfied customers. Again, I apologize for the miscommunication."

"Thank you for the review! We work hard to provide a quality product and service to all our customers, and hearing feedback like yours really brightens our day. Let us know if you need anything! -Jesse Napolitano, Manager"

"I would like to clear a few things up in regards to this issue. As far as our punctuality goes, according to my time records (where the service tech times in to your work order on a computer or tablet) we made it to your property within every time window we gave you. Our records show that we hadn't been to the property since 2009 for service, so this was the first time we had been to the property in 4-5 years. The office comment on the work order from our initial visit on 5/16/14 reads "CUSTOMER STATES 3 BREAKS IN THE PIPE- CUSTOMER WILL SHOW YOU." We discovered that there was a problem we had to address before the broken pipe problem: that four control valves needed to be replaced. This is a lot more work than a few broken pipes, thus the need to reschedule. We gave a verbal estimate of about $450-550 for this work. We weren't called back to schedule the work until 6/2, and scheduled for 6/10, only seven days later in our busy season. The work came to $403.80, fifty dollars under the low end of our estimate. Because we had to glue PVC pipe, we couldn't turn the system back on right away, we had to return at a later date. At this time, our schedule was full with Spring Activations for our regular customers that we do every year, most of these booked weeks or months in advance. We returned 10 days later, the first time we could in our busy schedule, to address the problem from the original service call: three line breaks. Our technician spent a little under four hours on the property, after we discovered even more work was needed to bring the system to functionality. We replaced the old timer with a new one, replaced 8 broken sprinkler heads and repaired 3 pipe breaks in the backyard, all approved by the customer. These problems couldn't have even been diagnosed properly until the previous fix was complete. The total of all the work came to about $1,150.00. In October, months after our last visit to the property, we hadn't received payment for any of the work at all, not even the first service call. Here is the note our office person made after calling to collect payment on 10/2/14: "JOHN SPOKE TO HIM ABOUT PAYING HIS BILLS AND HE WAS NOT PAYING BECAUSE HE WAITED TOO LONG FOR US TO GO BACK. SO HE HAD AGGRAVATION. HE SAID HE WOULD PAY 1,000.00 ABOUT 150$ LESS." The quality of our work was never in question. We were forced to accept this settlement in order to collect anything at all. We did a lot of work at this residence fixing up a very old sprinkler system that we did not install originally, and which to our knowledge hadn't had regular maintenance for many years. When doing service it is impossible to plan for every contingency, and we have a schedule to keep with other customers, we cannot leave them hanging with the appointments we already made. So sometimes we have to move on to the next service call and reschedule. We are unbelievably busy in the spring and early summer, and do our best to be fair to all our customers with scheduling and timing. We took about a hundred and fifty dollars off of the final price, essentially making no profit for all of the time we spent on this system. We determined that this was an account that we would rather not have to service in the future, due to the cost involved. We regret that any customer would have such a low opinion of us when we try very hard to provide excellent service. -Jesse Napolitano, manager"

"Thank you! It was a pleasure working with you, and I look forward to working with you on the servicing of your system in years to come. Please let us know if you need anything. -Jesse Napolitano, Manager"

"Sir, Thank you for your review of our work. Please let us know if there is anything we can do to earn that "A" rating, especially if it is some kind of oversight with the work, we will correct it as soon as possible. Jesse Napolitano, Manager"

"Thank you for your kind words and recommendation! I'm glad you found us! -Jesse Napolitano, Manager"

"Thank you so much for using us and for taking the time to write this review. It's always been a pleasure working with you. Jesse Napolitano, manager"

"Thank you very much! We're looking forward to working with you on the service end of our business for many years to come. Please don't hesitate to call if you need anything. Jesse Napolitano, Manager"

"Thank you for your review! I will pass along your words to the technician that came out. We look forward to working with you this fall and in the future. -Jesse Napolitano Manager"

"Thank you for your review! I'm pleased that you are happy with our product and our service, and it was a pleasure working with you as well. I'll pass along your words to our installers. Jesse Napolitano Manager"