ComplaintsforExceptional Landscape Lighting & Irrigation, LLC

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The week of July 11th, I met with sales representative Blanden who stated their sprinkler system had a feedback control that would sense the soil moisture and would not water when the ground was saturated. This turns out to be a false statement and misrepresented the feedback control to stop watering. Early November I received a bill from Howard County for $381 for water usage which had been $90 previously. I contacted Exceptional to say that the feedback control was not working. The app set up timed watering with feedback control setup by Blanden to stop watering based on weather conditions. A closer look at the app showed that there were zero water savings for the entire time the irrigation system had been installed; over 4 months when it rained most of the time. I made a complaint through Thumbtack and withdrew my recommendation for Exceptional that I filed on their website. The sprinkler system worked but the app feedback control failed. Bladen made two appointments to resolve the issue with two individuals remotely supporting the effort. The first appointment, a representative in Florida stated that Bladen's account of a moisture feedback control for the lawn was not the way the feedback control worked. My request was that the control feedback be checked and confirmed that it was working. The next week Bladen showed up and this time a rep called Marcos was on the phone. It was resolved that the control would be replaced and tested in the spring. Then I received an email in Thumbtack from Exceptional stating all my complaints about the system were never before heard of even though they had access to my phone app that clearly showed there was no water savings. In fact, the Exceptional email contradicted the 2 previous conversations such that this email represented outright fraud. I want an immediate replacement of the feedback controller. As a certified fraud examiner, I swear these statements are true. ********

  Business response

  11/28/2023

  Declaratory statement for the complaint ID 20902501 filled by Ms. ******** Kerwin in November 21,2023 

  the week of July 11th, 2023, our experience and license irrigation contractor whose name is Bladen. Which provided the client with a quote. during the quote visit our irrigation expert recommended Ms. ******** Kerwin a popular irrigation part called hunter industries, since we are not a manufacturer or app developer. our job is to install and repair irrigation systems. Ms. ******** agreed after during her research about the hunter app/brand to have that particular system install by our company. immediately we provided Ms. ******** with the service agreement which detailed specifically the service that we will be providing her or any promise. once we sent the services agreement Ms. ******** reviewed it and signed it with that being said we never said that we would help by saving water on Ms. ********s water bill. since Ms. ******** Kerwin irrigation installation completed, she has requested serval services in which we have attended, and our irrigation expert has performed all kinds of test on Ms. ********s irrigation system the result from those tests came back phenomenal no issues were found from the test. I would like to mention that our business goal is to satisfy our clients. we gave Ms. ******** an option in which Ms. ******** decided to decline one of the options was to have Ms. ******** to hire another irrigation company who she trusts to inspect her irrigation system in which we were more than happy to pay for any charge that she incurred in order she can have a second opinion about her irrigation system performance. sadly Ms. ******** wasn't happy with any of the solutions available. has Ms. ******** stated that " her irrigation is fine it's just the hunter app" which unfortunately we do not have any control over since we are not the app developers. the second solution is to replace Ms. ********s rain Sensor and the irrigation control by another irrigation brand or by the same hunter brand but without the app which will additionally charge. since we deliver the services that we sell but we more than happy to do it for free. I would like to request the BBB to ask Ms. ******** proof of the service agreement that she signed with our company because the BBB complain mentioned above is not related to the service, we provided her with. we swear these statements are true. Rosetty. exceptional landscape lighting and irrigation co-owner and manager.

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