Sprinkler Pros
About us
service & installation
Business highlights
Amenities
Emergency Services
Yes
Accepted Payment Methods
- CreditCard
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 67% | ||
| 0% | ||
| 0% | ||
| 33% | ||
| 0% |
"Thanks for the great review! We will continue to give our very best to all of our customers."
"Thanks for a great review. We will continue to offer the best in service to earn the trust of our over 4,500 customers in the [Member Information Removed] area."
"The customer called our office to schedule a SPRING START UP for their system. We informed them of the price for this service and they agreed. When we were there to start the system up, we found that repairs were needed. The technician only priced the repairs and when the customer received his bill, he wasn't happy, thus the bad review. I am sorry, but we try to work with everyone but it was not a good phone conversation with the customer and I decided that we would not work for them again and our invoice price was not changed for him."
repaired two sprinkler heads. We have another head that is not working. Today is Friday,
I left a message about it on Monday, then Wednesday and this morning and
finally got an appointment scheduled for 10 days from now! They have no
sense of urgency, their customer service representatives are not
remotely pleasant and they don't return calls.
winterization when you made payment in August", to which I responded that I never had to do that in the past 8 or so years I have been doing business with Sprinkler Pros (formerly doing business as Liberty Irrigation). I was obviously not pleased with this person, but I recalled how professional and responsive the owner, Randy Fincher, had been when I communicated with him directly in the past, especially the year that I paid Sprinkler Pros about $750 to add a zone in my back yard. I was very pleased with the installation and the care taken to ensure that the healthy grass was disturbed in the least invasive way possible. They exceeded my expectations. And so when I had this frustrating encounter with the receptionist/office manager, I remembered Randy and contacted him. He arranged for my winterization the very next day on 10/23/13, a day ahead of the hard freeze. I was very appreciative.
I think Sprinkler Pros is a great company with very professional and competent estimators, installers, and service technicians. I simply attribute my less than A+ experience this time to the person who answers the phone and schedules the appointments. That person should be someone who is willing to go the extra mile for customers, especially those like myself who have been with them year after year for 7-8 years. Still, I would highly recommend their services to anyone and plan to continue doing business with them.
First and worst If you get a straight answer from the manager, this is a lady who must be a relative because she is just plain nasty. She will tell you one thing then forget you ever called. Expect a call back forget it.
First with the start up they did not check the system they just turned it on and left, yes there were issues. I had to disconnect the rain sensor after they fixed it because the system did not come on during dry weather. MY WIFE HAD TO TAKE IT APART AND DO THIS SINCE I WAS AWAY. When I get to it I will need to fix it.
Then the back flow certification for Chesterfield county. She said they would do it in March, then April, then do you need one in Chesterfield?? Then it may be on the desk there are a bunch of papers we have not gotten to yet. Still not sure it was done.
Randy who must own a part owner is great, a real nice guy. A straight shooter but cannot control the office.
They are ruining his business. If I received a straight answer I could deal with everything else.
When they were Liberty there were little issues now I am sorry to say after 5 years I am looking for a new vendor. Enough headaches without paying for it.
"We responded immediately to [member name removed]. He was very difficult to deal with and we did take care of his issue."
The second time we used them, they said they would come out on Wed. I was not called with a specific timeframe. When I called in around 9AM, they said they would be there before 1PM. I called again at 1:30, they said they would be there at 3:15. When I called again at 4PM, I don't think I was given a specific time, just that they would be out that day.
They showed up around 6:30PM and said they could not perform the work that day, but would be back the next day. Again, no time was given. I was called at 8AM Thursday morning to let me know they would be by before 9:30AM. They did show up by then, but I could not stay since I had a previous appointment. When I returned, they were almost done. When I was called on Thursday morning, I expressed my displeasure at their not being able to get to me the previous morning. The technician had told me something completely different. I would tend to believe the tech as he seemed much more concerned that he could not get to me the day before and seemed to care much more than the people in the office.
I was charged $39 for a sprinkler head which I could have gotten at home depot for $12.
In the next day or so, I had a leak from the backflow. When I called, they asked if the system had been winterized. When I old them my husband does that, they then proceeded to infer that since my husband did that, the backflow was probably cracked and a new part would be around $350. My husband has been winterizing our irrigations systems for about 10 years and we have not had a problem before, even in Connecticut where it gets much colder.
My husband took the backflow apart and cleaned it out, fixing the problem. I cancelled the return service call.
I will not have them back out to my house after the two experiences I have had with them.
"This customer was extremely abusive over the phone to our customer service rep. We tried to schedule to make a service call, but she would not. We perform over 8,000 service calls each year and have the largest and most well trained service technicians in our area. We take pride in our ability to schedule and perform the proper service. In this instance, the call to make the complaint from the customer was over a month after the services were performed."
"When making service calls, we do not make firm appointments because we never know just how long the other service calls will take. With lawn irrigation you are working with problems under the ground and in most cases when a customer calls for service they don't know what the problem is themselves, so therefore we end up troubleshooting. Some repairs are quickly done while others may take longer than we anticipate. That is why we do not set appointments. We will give a window and advise customers that we will give a call 30 minutes or an hour out so that they can be home. Having said that, when a customer is adamant about an apoointment, we will set one with a service call fee of $55.00. The reason for the fee is we will probably have to pull off a job to meet the appontment and go back to the previous job. In this members case, he refused to agree to a service call fee and he could only have service after 4:30 p.m. or 1st thing in the morning. Not only that, but we went to his home 4 times to winterize his system and were not able to because he wasn't there. We have over 6,500 customers that we perform repairs and maintenance on their systems. It is sad to say, but you meet all kinds of people and we try hard to satisfy each one. some you cannot regardless of what you do for them. Also, to be correct about this, we installed a sprinkler system for him on 9-02-2008. The cost was $2790.00, not $4500.00. Big difference. His backflow preventer did in fact freeze and burst due to the winterization being performed late because 4 times we went there and no one was home. When you winterize over 100 homes per day, for 1/2 the price that other companies charge you cannot wait or set an appointment. On 5-27-2009 we replaced his backflow preventer for him and then on the next day, we performed the spring startup at no charge for him. I find it strange that in May of 2010 he is complaining when he hired us again on 10-17-2009 to winterize his system for him, which we did that day. Then on 4-15-2010 we went back out to his house to perform his spring startup. Why has he not contacted us to voice his complaints? If his problem was in the fall of 2008, why is he still using us when he could easily have gone somewhere else? I think this says something about him. Again, we have over 6,500 customers and the number grows by about 400 each year. We strive to provide the best in customer service. Any questions, please contact us."
"This is an unforunate situation. Yes, our failed to install 5 spray heads that were in the original quote. However, we did add a hose bib in the rear of her house for her dogs and we did make reimbursement to the member. I am unaware of any damaged property and we DID NOT let her dogs out of the yard. Her dogs are not friendly to strangers at all and she herself would not let anyone in her yard without the dogs being restrained in the house. I have apologized to the member and the reason it took so long to resolve is that we had to deal with weather issues."
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Contact Information
3420 Pump Rd, Ste 120, Richmond, VA 23233
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