Artificial Grass Installation, Brick Repair, Custom Fire Pits, Custom Water Features, Drip Irrigation Installation, Excavating, Garden Design, Hardscaping, Hedge Trimming, Irrigation Repair, Irrigation System Installation, Land Clearing, Land Leveling & Grading, Landscape Lighting Installation, Lawn Seeding, Outdoor Fireplace Construction, Outdoor Kitchen Construction, Outdoor Lighting Installation, Patio Construction, Paver Installation, Pergola Construction, Planting, Retaining Wall Construction, Site Preparation, Sprinkler System Installation, Tree Planting, Tree Pruning
With that said, I would like to thank Lisa for the compliment to our Technicians and also, for the opportunity to reiterate our pricing structure that we already have posted on our website.
When Lisa called our office, she described her problem and requested an estimate. Additionally, she explained that she had been trying to "fix the problem themselves since they had lived in the home and had not had any luck". We explained that we do not make site visits for small repair jobs, as this is a cost that would be passed onto the customer, and therefore in some cases double the actual repair cost. Note that, in a lot of cases (Lisa’s included) staring at the ground doesn't really tell anyone anything, and therefore doesn’t add any value insofar as getting a repair accomplished. As such, after listening to the problem as she described it, Lisa was provided a "ballpark" phone quote of $600 -$700. It was further explained to her that we would charge our hourly repair rate ($65 for up to the first 45 min and $58 per hour after that) for the actual hours it ended up taking to correctly fix her problem. And that the "ballpark" quote was solely based on her description and our prior experience with repairing issues like hers. After the initial conversation, I contacted Lisa personally to try and get a little more info for scheduling purposes. I restated to her that she could be looking at $600 to $700, however that in some cases we have gotten lucky with her kind of repair, and they have cost as little as $200. I also explained to her that given her description of where things were in her yard that, that would most likely "not be the case".
Given her description of the problem we sent 2 technicians, as otherwise it would be a very long day for 1 guy. (it should be noted that, we always bill a second technician out at a reduced rate). When they arrived, not only were they able to repair her described problem, but taking full advantage of having 2 guys at her home, Lisa had them fix some additional problems she was having with her system. All in all she had 2 Techs out for 3 hours. (2 x 3= 6 hours). In that time, while working together, they were able to repair the problem that she and her husband "hadn't been able to figure out since they had lived in the home". Additionally, they repaired and modified other portions of Lisa's Sprinkler system at her request. The icing on the cake is that Lisa’s final bill was less than the "ballpark quote" she was given over the phone. Given the situation, I have to say I am somewhat shocked at her review. It doesn't matter what industry... HVAC, Electrical, Plumbing, etc. Per hour pricing is based on Labor hours. Sprinkler Repair is no different, in the case of our company, we go as far as to reduce the rate for the second technician. Therefore providing extra value to the customer.
In this particular case, when our Technicians came out the first time they replaced your leaking Main Valve and Drain Valve. Approximately 3 months (big difference from a few weeks), later when you called and said there was water in your access tube again, our Technician discovered that your Drain Valve (pictured) had a cracked packing nut. Upon further investigation it was discovered that a section of your Main Line was split and leaking. This section of Mainline-Pipe was approximately 3 feet away from the area where we did our original repair. And appeared to be either the result of an even earlier repair or, original tie-in attempt (neither of these were something we had anything to do with). It should also be noted that the damaged Mainline-pipe was only rated to 100psi. Plumbing Code requires the use of at least 160psi pipe.
Additionally, you had our Technicians do some wiring work on your system while they were at your home taking care of the Valve and Mainline Issue.
In the end we were willing to cover the cost of the drain valve under warranty. However, you were charged for repairing the damaged Mainline-pipe and the additional wiring work you had our Technician do while he was there.