AQUASENSE

Service Provider Response

5 years ago we created a written warranty policy for all services we perform including installations , repairs, tune-ups and all products that we sell - we do stand by all of these warranties. Our full warranty policy can be viewed on our website at https://aquasense.bz/warranties/ . When an Aquasense tech arrives at your property their printed schedule includes a list of all products purchased within the last 10 years and lists which items are still under warranty. This allows product warranties to happen immediately - there is no need for the tech to call the shop he can simply remove the defective product and install a new one right on the spot. Unfortunately this very simple repair was not covered under our warranty because of the following reasons. #1 We did not install the system. #2 The system is old - most likely 20 years or older. #3 The small lateral line leak was not a part of repair that we had made to the system. Basically what happened here is something broke on a 20 year old sprinkler system that we did install. Unfortunately we are not able to warranty all items that break on an old sprinkler system just because we activated the system in the spring. If we were to provide a warranty like this we would have been out of business many years ago. We do however strive to keep our customers happy and offer a reduced repair rate for customers that have had their systems activated by us. Instead of charging our minimum 1 hour repair rate we charge labor at a continuation rate for the actual time of the repair. Often simple repairs like the one requested here take as little as 10 minutes. If the customer had called us any time during the season we could have quickly and economically addressed the problem. Because we were not alerted about this issue until after winterization we recommended that we wait until spring. We also did offer to come back - do the repair at continuation of labor and then re-winterize the system at no charge. The customer however did not want to do this.

Service Provider Response

We offer 3 different types of Sprinkler tune-ups - our spring activation service which was preformed for [Member Name Removed] is a system functionality tune-up that confirms the system main line and lateral lines are not leaking and that all the electrical components such - valves - controllers - rain sensors are working properly. We also confirm the controller does not have extra start times and that sprinkler heads are working properly. Our late season tune-up or dry spot tune-up focuses on coverage issues. This tune-up is most efficiently performed in the late summer after several weeks without rain fall. The problem is that dry spots can happen in areas with good coverage - this is usually the result of either the micro climate or soil conditions but other factors exist including plants that are grouped together that have different water needs. Consequently we can fix these issues much more efficiently in the late summer just by viewing the actual health of the landscape. The 3rd tune-up we offer is our deluxe tune-up which focuses on documenting the zones and creating a water efficient sprinkling schedule that is also suitable for use as base program for ET or wi-fi sprinkler controllers. This service also calculates estimated system consumption by zone for each month of the watering season and includes a laminated sprinkler zone list to keep with the controller.

Service Provider Response

This turns out to be a simple billing mistake / miscommunication. Customer called us out to see if we could get his sprinkler pump system going but upon arrival we found that the pump had freeze damage so it needed replacement. We sent him an estimate for replacement but accidentally billed him our minimum repair charge because the job was scheduled as a repair and not an estimate. This was back in April and apparently they never paid the bill when it went out. We recently sent them a 2nd bill and instead of contacting our office regarding the bill they decided to post a negative review. In the future we recommend contacting the office to resolve a billing issue.

Service Provider Response

We usually slow down quite a bit in August but with the hottest driest summer on record this year the usual slow down never happened. To assure our existing customers get the best service possible we make a habit of not taking on more business than we can handle. :)