Custom Touch Irrigation Inc

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.

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!

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.

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.

Did not show up or call for scheduled and pre-paid winterization. Tried to invoice/collect on prepaid services as well. Extremely disappointed.

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.

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.

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.

Fence company hit my irrigation line while putting in my fence. Custom Touch came out the next day and fixed it.

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.

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.

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

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.

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

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.

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.

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.

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.

I called to schedule an appointment about 3 weeks ago which at that time was schedule for Tuesday, June 19th. I received a call from Jackie on June 6th confirming my June 19th appointment & letting me know they had an opening on June 18th if I wanted that. I told them I appreciated the call but would be at work that day and needed to keep my appointment for the 19th. I received a reminder call on Friday, June 15th for my appointment on Monday, June 18th. I explained that I didn't have an appointment for the 18th it was the 19th. I was told there wouldn't be anyone in the area on the 19th. I don't understand how that could be since that was the date I was originally given. THEN, I get a text from my daughter today, June 18th that someone was at the house to work on the sprinkler system. At this point I'm not even sure what they did this morning since they seem to not know what is going on in the office. I have a call in, we will see when I will get a call back. This company bought another company that I have been using for the past 6 yrs and needless to say I have in no way been impressed by their customer service. They would have to really redeem their self before I will think about calling them again!

During spring start up on April 26th, damage was found on the main intake area, called for days to figure out what was wrong and if system worked (never got a call back) and after 3 days finally got appt scheduled to fix but Desiree couldn't tell me what was wrong or if system was working (but tech (Seth)would call me but recommended I just get repair scheduled (so I did which was for 10 days later in the morning) on May 9th. I get a call after 5pm from Blake saying they were there but didn't have the part to fix area and since I wasn't there (mind you I was available in morning not in the pm) they couldn't schedule me to get it done so I would have to call the office in the morning. After once again a daily messages I get a hold of Jackie I believe on May 14th that a supervisor would be by on Friday May 18th to fix it - and of course no one called and no one showed on May 18th. On May 21st I get a hold of a supervisor (Rich) who apologies for the issues and personally guaranteed me that he would be out later that day to fix the area. Yep never showed and never called. I will never use them again---they were great last year but wow not this year.

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.

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.

Great..they really knew what they were doing...even if we did get lost in the shuffle with the front office.

We've used them for years. We pay an annual fee. It took one day to complete the work. The workers are okay.

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.