I called Naiad to winterize my irrigation system on my home. They chose the date which turned out to be the 1st call on the morning of Oct 13. It was a frosty morning and I briefly chatted with the fellow who was going to do the work. I had to head to work so I could not stick around. He said he would have to come back next week if the lines were frozen. It turned out that he did blow the lines but did a fast job as my wife explained to me. My concern is the fact that the technician broke my outside valve that hooks the water to the irrigation system. This is how cold it was at 9am when he tried to do the job. I wish they had waited until the weather was warmer to properly blow the system and not break the valve! Also compensation for the broken valve would be in order.
Update: After they read my review Naiad did contact me to explain they would come around in the spring to replace the valve. They did indeed replace the broken valve in the spring to my satisfaction. I'm very pleased that they rectified the problem and will recommend there services.
- Approximate cost of services:
- $75.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
UPDATE: Thank you for contacting me and for offering us a second chance to make things right.
As per our conversation over the phone, I have set up a pending appointment for early spring, next year. We will contact you then, to have a technician go over your system and make the necessary repairs, at no cost to you of course.Thank you, for choosing Naiad Irrigation Systems Ltd.
ORIGINAL RESPONSE:
Dear Client,Thank you, for bringing your concerns to our attention. We truly apologize for the inconvenience this has caused you.
Here at Naiad Irrigation Systems, customer satisfaction and customer service are our top priorities, and it is through feedback such as yours that we are able to better adapt our training and work procedures to provide the most professional and pleasant customer experience.
Although, we normally expect to show up at a home and be able to winterize an irrigation system without issues, there are times when unexpected issues may come up during this service. And they may arise as a result of the process itself, or previous conditions that led to the issue in the first place.
Regardless of this, our technicians are expected to record any problems they encounter, so that once things wind down, we can to email these notes to our clients at the end of the busy season. This way we can discuss in detail and propose the best solution possible.With this in mind, when we are doing winterizations, our vehicles are fully stocked with parts that only pertain to effectively winterizing the many types of irrigation systems that we service, but not for actually repairing any damage to the system, so any repairs noted during the winterization would need to be taken care of in a separate service appointment in the spring of next year. There are a few other reasons for not performing service work at the time of the winterizations namely that we are not able to test our repairs with water to ensure that they are properly repaired.
Please know that we understand your concern, given the freezing weather conditions in the first weeks of October. However, we believe that carrying out the winterization on the date as scheduled, was the proper course of action. And delaying the winterization for another date, hoping that the weather would turn around, would have definitely been negligent from our part, as this would have increased the chances that your mainline and valves would have frozen even more; not to mention the potential damage that this would've caused.
Having said that, please rest assured that your system was properly winterized and know that we stand 100% behind our work.
Should there be any damage, due to an improper winterization or freezing, we will take full responsibility and repair them at no cost to you in the spring.All this being said, If you could please call me, so we can chat more about your experience? My name is Daniel Sanchez and I can be reached at 403-618-3767.
Thank you, kindly