We've used Next Rain Irrigation for a number of years for Spring startup and Fall blowouts and have never had a issue. We scheduled an appointment to fix two solenoid valves, the date was selected by Next Rain Irrigation because they were in the area. The technician was at our property a total of 30 minutes. However we were charged a Call Out Fee ($90.00) + a minimum hour of labor ($110.00) and parts. When the appointment was booked no mention of these charges (most notably the Call Out Fee) were discussed or mentioned - nor was a quote provided. We tried to contact the owner on a number of occassions to discuss the excessive charges (notably the Call Out Fee) he declined to speak with us. Later his receptionist left a message that "nothing can be done". In the past we have never been charged for a Call Out Fee and knew beforehand the cost of service.
- Approximate cost of services:
- $300.00
- Company Response
** Same response as on his Google review
Hi Chris M.I have your invoice in front of me, Invoice #2226. The call out fee we charged you was $83.50, not $90. We charge $110 per hour billed in 30 minute increments for a senior service technician. Our service technician showed up at just after 8:00am on May 3, 2016. Between 8:05am and 8:08am as per our GPS records. GPS records for your house can be viewed at our office, if you would like. Again, you Chris M. where not on site at the time of repairs, your wife or another lady was. Most of our complaints stem from people who are not at the property at the time of repairs.
Our service technician showed up at your house, rang the door bell and then proceeded to wait approximately 13-18 minutes at the door for your wife or the lady at the house to come to the door. He waited, rang the door bell again and once again a child came to the door. The child said his mother was coming. If this was not a good time for us to show up, an appointment should have been booked at a better time. Our service technician then called our office as he could not wait any longer, as our service techs work between 12 and 14 hrs a day, during this time of year and his salary is based on how much he bills in a day. He has a wife and two kids at home, if you are making him wait, and taking the largest percentage of money out of his pocket, not my business. The lady at the house, we assume is your wife finally came to the door as he was talking on the phone with our office. He waited at least 15 minutes.
Our service tech was on your property for over 1 hour. Again, GPS records can confirm this. The work might have taken only 35 or 40 minutes to complete, a few minutes to test the system is working correct, that our work has been done properly, time to bill and answer any customer questions. Our time is money, in this world, and we believe respecting others time is important, that is why we work so hard to show up on time, to each service call.
Our prices, unlike a lot of companies, are straight up and forward on our website. All service repair businesses that come to your home either have a minimum service charge, a call out charge, or a first hour bill charge that is significantly higher then the hourly rate.
We also returned $28.75 to the credit card that this was billed too, as a show of good spirit.
BlueFox Tracking GPS Records: Accurate to about 50 meters *** Edited to allow for privacy.
16 07 GMC Cube #03 26 Went***** **** Southwest, Calgary, Alberta, Canada, T3H *C* 0 km/h - -114.**** 51.** 2016-05-03 09:28:37
17 07 GMC Cube #03 24-26 Went **** *** Southwest, Calgary, Alberta, Canada, T3H *C* 0 km/h - -114.**** 51.** 2016-05-03 08:10:17
18 07 GMC Cube #03 35 Went **** *** Southwest, Calgary, Alberta, Canada, T3H *C* 0 km/h - -114.**** 51.** 2016-05-03 08:08:04We feel like you are trying to damage our business reputation by making false claims on the internet. We understand that you are upset with the bill, but lying on the internet is a serious offence that we can't take lightly..
Yours truly,
Todd Mansfield, BSc. , Certified Irrigation Designer, Certified Irrigation Contractor.