Todd Anderson in Airdrie Ab

** Update: Next Rain performed the Spring Startup for the customer in 2018.

**Update: Customer booked fall irrigation shut down / sprinkler winterizing with us in October 2016. We can only conclude that he is happy with our services.

Hi Todd,

** On April 15, 2016 we returned to your house and placed your valve box at the correct angle for you and closed your valves for you and cleaned out your valve box in the ground. **

Key Points:
1) Customer was not on site at time of repairs in May 2015.
2) Next Rain bills per hour, not per job.
3) Cost was an issue, Next Rain tried to keep the cost as low as possible.
4) Repair site was very muddy and wet due to water in the sprinkler system at time of repair.
5) Customer waited 5 months to complain that his valve box was not at the angle of his liking.

Here is our original response to your BBB Complaint:

May 9, 2015 We arrived at your house to fix your sprinkler system. We determined that you had 5 leaking electric valve assemblies.

We dug up the valve box, which was in a dog run, with dog crap in the area. We replaced the five electric valves, tested the system and back filled the box, programmed the controller, and replaced a sprinkler part. Yes we agree the box where the valves go was not put back perfect, however we charge you by the HOUR to do the repairs. The box had to be dug up to do the repairs as the valves could not be replaced with out doing so. We do not charge you per job. Our rate is $115 per hour. 99% of our customers, even those living in 1 or 2 million dollar homes, are very happy to do the little bit of extra clean up to avoid the added cost. The bill total came to $725.40 and included GST. There was over 3 hrs of repairs. Digging up the valve box, replace one valve, check valve, replace next leaking valve, until we had replaced all the valves.

You where NOT on site for the repairs, you had another lady at the house looking after the repair for you. We always request that the customer is on site when booking, as this allows them to understand the amount of hard work that is involved in repairing irrigation systems and the time that it takes. That way we have no issues with billing and minimizes if not eliminates complaints. A lot of our customers will work with our service technicians to finish the job quicker and in more timely fashion.

We provide a 30 day warranty on all service repairs. Longer if we believe it is our fault.

In September, you called and complained about the mess around the valve box that we had left. This is a total of 5 months after the work was done.

We booked you in for winterizing and winterized your sprinkler system. We also agreed after being told by you that you wanted us to come out and tidy up for FREE. Again, we charge by the hour, so this is a totally free service we offered you and had to be done on our time, not your time. We got a very good impression from the lady at the house, the day of the repair, that money was an issue and we did not want to spend more of your money then we needed to. Either way we agreed to come out and see what we could do to fix your situation. Our goal is to maintain a relationship with our customers. On the winterizing day, We did not do the tidying up on the valve box as promised, but we did send a service technician back within two weeks to tidy up. He said that it looked reasonable and spent 25 minutes trying to organize the rocks and repair around the box the best he could.

Please realize that the irrigation valve box is in the ground, in the dirt and mud. When we repaired the valves, the area around the box gets very wet from the water that runs back into the box from the lines.

Now, we have you booked you in for Friday, April 15, 2015 to further fix your issue, however you have posted this complaint after we had booked you in to solve the problem.

We also did not appreciate the tone of your email this spring, nor the phone conversations that you had with us last year fall.

It is very demanding and could have been worded in a more correct way for better results with both me, my service technicians and our office manager.

"Todd

I need you to come out and look at my system, last year you did a bunch of work on my system.
The box and internal clean up in the box is horrible. Then you blew down my system, I turned the water on
Tonight and the valves are leaking inside the control box.

I would hope you have some kind of warranty and better yet more pride in the work you perform.

Please let me know when you can come and meet me to fix this.

I live in Airdrie at (CUSTOMERS ADDRESS)

Regards

Todd XXXXXXXXX

Regardless, we feel like we have tried very hard to satisfy your needs, however we are an HOURLY service business and charge per hour for our work.

Please tell me what it will take to satisfy you.

Thank you

**AGAIN, at this time, it appears we have solved your issues **

** Customers, we require you to be home when irrigation servicing is being performed, it is time consuming and the communication channels are open and we can make everything perfect for you the first time. It also allows you to see how hard our staff are working to solve your problems. **

Have a great summer!

Todd Mansfield