Last week, I arranged for Turf Rain to close our irrigation system for the year and was reminded by them twice to ensure that the water was shut off. No mention was made about payment being necessary prior to the closing.
On the agreed Sunday morning while we were at church, the technician attended but refused to close the system. He left a message informing us that since nobody was home he could not provide the service without first receiving payment of $130 and left.
We had in the prior year spent approximately $3,500 with this company to upgrade and to close our system and the implication that they would not be paid was insulting and unnecessary - we had paid those bills immediately, our house wasn't going anywhere and they could have easily left an invoice. Furthermore we likely would have been home before they finished the work anyway. At the very least they could have made their policy clear at the time of booking.
Worse, the technician had left the side gate to our garden propped open with a rock which allowed the escape of our 11 month old purebred puppy who we eventually found down the roadway.
Subsequent calls to the company were initially ignored despite the messages I left expressing my displeasure. Eventually I managed to contact a representative at their offices (Anna) and was told by her that she had received the message but simply been "too busy" to call back. I told her that I did not feel that I was a valued customer.
She then vaguely and insincerely apologized and offered to reschedule the closing several days later. A cheque could be left in the mailbox and Anna would mention to the tech that the gate was left open. Her comment was "What else did I expect her to do!?"
Not only was the apology insincere, it was curt and unfriendly and expressed no concern over our loose puppy or delayed service. We declined her offer and managed to have another company close the system the very next day with no fuss no muss and with a smile.
Turf Rain's policy may be effective for ensuring their invoices are paid but it is insulting and unnecessary for a client that has done the amount of business we have with them in the past.
If they cannot trust a significant customer to pay a small bill, then I simply do NOT want to work with them.
I will NOT be using them again for any reason.
