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"Bobby and his team were great"

"I had been using Mcclurg for the last 3 years. I only used them because the previous owners had used them and said they were the cheapest. I have not had any issues with the technicians who serviced my irrigation system but the office staff was terrible to deal with. When scheduling my irrigation system to be turned on, I noticed a cracked pipe and notified the office staff about it when I scheduled my system to be turned on. The technician who came out, was courteous and professional. And as I later found out, is the company president! He got right to work running the system, checking the heads and then attempted to fix the cracked pipe. I was in a virtual meeting, so my boyfriend checked the pipe the pipe and noticed it was leaking. He asked the technician to look at it again before he left. A few minutes later, the technician said it was all fixed and he was leaving. After he left, we looked at the pipe and unfortunately, it was still leaking. I called the office and asked them to send someone back out because the pipe was still leaking. They said they were booked up and would send him out in a week or so. Several days later, I received a bill for: Spring turn on, 4 different irrigation parts, and repair irrigation labor to the tune of over $300. I mistakenly, paid the bill knowing the technician was already scheduled to come back out to correctly fix the pipe. I didn't think about this until after the fact, but I was charged for 4 separate irrigation parts: cap, rebuild kit, fittings and pvc pipe totalling $110 for a 6-8" section of pipe that he seemed to have fixed with glue! I can only assume as a professional company, they would charge customers for only what was used/needed. When, the same technician (again the company president) came back out, he explained that it was probably old glue that he used. He bought a new can of glue and attempted to fixed the pipe again. Roughly 20 minutes after he left, I heard water gushing outside! When I went to see what it was, I found the pipe broke off where he had glued it and water gushing out like a fountain, flooding my yard!! After shutting the waterline off, I called the technician himself, and told him what was happening. He said he would come right out. A few hours later he returned and fixed the pipe correctly. Again, he was very courteous and professional. A week or so later, I received another bill for: service call/repair and irrigation parts for $105.00. My boyfriend called the office and left a voicemail explaining that this was not a new service call, but in fact a continuation from the initial call. He said the pipe was not fixed properly the first time and therefore the technician had to come out a second and third time to correct it. Several days later, I received an email from the office manager saying (direct quote) "He did leave a detailed message about a recent invoice for $105. First, I do not appreciate his statement in his message that we messed something up and didn’t do a good job. That simply is Not true." However, they DID mess it up...several times! She continued to state, and I quote: "I do not want to get into an argument over this. Customers think they are knowledgeable about the subject matter and if that is the case then why call us in the first place?" I was shocked to hear a person in the customer service industry respond that way to a customer! Not the mention the fact that her title is office manager! I guess I figured that somehow the billing department messed up and billed me incorrectly. I understand mistakes happen. So I sent a second email to her, again, explaining the situation was, in that, this was not a second issue and therefore shouldn't be billed a second time. Wow! So she was willing to lose a customer of over 3 years for $105 bill that was an error on their part? Or maybe they are just hoping to overcharge people and hope they don't notice? It wasn't fixed properly the first several times, plan and simple!"