Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $320 for the opening, back flow certificate and repair of sprinkler system in May only to learn that the back flow was not even turned on and my system did not operate all summer. No wonder my grass looked horrible! I had to pay another company to turn it on and fix the situation. Limon refused to give me a refund.

  

  Business Response

  Date: 10/10/2024

  Hello *****, I deeply apologize if you felt as our company has not provided you the services you are needing in a correct manner. We strive to provide the best quality of work in a timely manner. We have invested into our company to do so. This year the switch we made to a different software has helped us tremendously. The system will automatically clock them in with active GPS point when they arrive to their destination for the project. I provided those screenshots along with the notes from our crew leaders when they were at your home. We have made it mandatory for them to upload pictures so when we have issues like this we can always show the work we have provided.

  We do not need to turn on your Irrigation control box that was located inside of your garage to test or turn your systems water on we do it manually from your valves. You called in about 3 weeks ago to ask if we had turned your Irrigation system off from your backflow device and I called our crews that maintenance your home and they said that backflow valve has been turned off but they did not do it or have a clue as to why it was shut off if the system was working fine when they manually did there test. I did look into it Mrs. ****** and talked to all of them personally because if we damage or make errors we train our crews to fix it right away at the time of damages or we always return to make it right with our customers. We do value the relationships with all our customers because with out you guys we would not be here today. 

  We declined the refund because as shown on the pictures we have submitted to your water provider and completed your backflow test, we have spent money on material and labor for those services agreed upon. I deeply apologize for the inconvenience and frustrations this may have caused. We can agree to give you a discount for Irrigation maintenance services for 2025 for the inconvenience this may have caused. Please feel free to reach out to me if anything is ever needed or any questions I will make sure we get it taken care of. Thank you so much. 

  If there is anything else you may need it will be our pleasure. Thank you so much for your time and support.

  Customer Answer

  Date: 10/10/2024

  Limon could not explain why my backflow was turned off if they supposedly turned it on and they were the only company servicing me yard and irrigation system so there is no explanation as to why it wasnt turned on.
  Interestingly they only have one certified member of their team who has completed the appropriate training on irrigation systems but have multiple people who worked on mine who cannot provide a certification number.

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The company says they came to my home but have no evidence that the actual back flow valve was left open and that water was flowing when they left. I am also attaching photos showing that they did not accurately document their back flow inspection by not providing tester registration numbers and names with each of the three times they did

  this. Apparently not all their employees have this so they have a number that is provided that doesnt match names or no name is provided.

  Regards,
  
  ***** ******

  
  

  

  Business Response

  Date: 10/14/2024

  I deeply apologize for the inconvenience this has created for you. I can ensure you everything was tested and documented correctly. The water provider already has your information in there system so if we were to input your information wrong it would give us an error and make us contact your water provider or they reach out to us. We have sent pictures and screen shots showing we have gone to your home and completed your repairs, Backflow test, and your backflow tester registration certification showing his name and registration number, because we do have several certified backflow inspectors in this company. We can not test your backflow device with out turning on your water and running it through your backflow device. I truly understand your frustrations Mrs. ****** I know you have been in the hospital most of the summer and have not had much time in your yard as your landscape company I feel that is something we should have reached out to you about but unfortunately all of our customers have different expectations and needs. Some customers turn the water off from the backflow device when they are on vacations, or don't want to water, the water is saturating your yard etc. It is hard to determine those needs if we are not instructed. Please let me know if there is something I can help with. It will be my pleasure.

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:
  
  II have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear they did not attempt to verify that water was flowing once during the summer. If it was on why was the back flow off when you came again in October and no one else touched it in between. I deserve a refund and you know it! 
  
  Regards,
  
  ***** ******
  

  

  Business Response

  Date: 10/22/2024

  Hello *****, We had to leave your water up and running if we did your backflow we can not complete your backflow with the water turned off. The water pressure is what gages our readings when we hook up the backflow device tester. Unfortunately we are not going to refund because we have already paid for all the labor and material for the work that was preformed. I have sent over pictures and confirmation that we sent to Carmel ********* which they are a bit more time consuming then Citizens water or even American water because we have to get online and fill out 10 sections verifying and confirming your information to be able to submit a backflow with Carmel *********. We went and turned the water on and made sure I sent someone out there to inspect your system as soon as you gave us a call with this issue thinking it was something else, we typically charge for those inspections as well but since I know you have been a customer with us and talked to me about your concerns I waived the inspection fee, which that was the last time they came out for your Irrigation system because I know we were mowing your lawn as well and that is a different crew.  Unfortunately we can not refund your money for the work we have done but if there is anything else I can do please let me know it will be my pleasure to assist you as I understand this is an inconvenience.   Thank you.

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  The company did not remove this to my satisfaction and has not succeeded in explaining to me why back flow was off when they were the only company to service my yard. They keep talking around the issue but this is very cut and dried. There was no other person touching the system and no explanation for why it was off if they did such a thorough job of turning on the system. 
  Regards,
  
  ***** ******