H&W Landscape and Irrigation

H&W Landscaping and Irrigation installed an automated sprinkler system at my residence on April 15, 2017. The system included a rain sensor, designed to prevent the sprinkler system's automated operation when sufficient rainfall has occurred. On April 18, I discovered that the sensor had not been programmed into the system's controller and reached out to Victoria Rodriguez requesting assistance. She replied on 4/19 with instructions on how to do it myself, but the steps provided were insufficient. She then told me a technician would visit my house on 4/22 to set up the sensor. No one came to my house that day, so I sent an email requesting an update.

By 4/25, I had still not heard back from Victoria, and sent her a follow up email. She responded saying someone would be out on 4/26. No one came out on 4/26, and so I sent a follow up email that evening, as well as another the following day. I received a swift response stating the sensor was now active in the controller, which I was able to confirm. However, once the sensor was activated, it continuously showed 1 inch of rainfall, regardless of actual precipitation or lack thereof. The result was the scheduled irrigation cycle was always aborted at the time it was supposed to initiate, as the sensor reading took precedence. I discovered and reported this issue to Victoria on 5/7. With no response, I sent a follow up email on 5/9, to which Victoria responded she'd have someone out as soon as possible. She asked that I leave my garage door open to allow her access to my controller, to which I obliged. I was not able to tell if anyone came out that day or not, as no communication was made notifying me of any actions taken.

At some point between 5/9 and 5/15, a change was made to the sensor so that it no longer continuously read 1 inch of rainfall. However, the sensor continued to prevent the automated operation of my system. I reported this on 5/15, to which Victoria responded that she'd be out on 5/17 to troubleshoot and/or replace the controller, provided I again leave the garage open to allow her access. The garage was left open, and again I was left to wonder if anything actually happened as there was no subsequent communication.

On 5/31, I reported to Victoria that the issue still had not been resolved. She responded on 6/1 she'd come out on 6/3 to look at the system again. As with our previous interactions, there was no subsequent communication. On 6/15, I sent the review above to Victoria advising her that if the issue was not resolved by 6/19, I'd be posting it online. Within 8 minutes, I received a reply, stating she'd have someone out on 6/17 to take care of the problem. When I pressed and asked for a specific time, she responded a day later (after a subsequent follow up email was sent) that it'd be taken care of at 5pm. On the day the issue was to be resolved, 3 hours before the appointment, she wrote me to let me know they had gone to purchase the necessary replacement part that day, but it was out of stock. Therefore, the appointment would need to be pushed to Monday morning. When pressed for a time exactly when to expect the technician (another follow up email), she responded Monday morning that he'd be there around noon. A few hours later she emailed me letting me know they had to push the appointment back to 6pm. At around 8pm I sent an email asking for a status update. At around 9pm she responded with an apology and assured me I'd be getting the "newest and fastest controller" to fix the issue, but they wouldn't be out until Tuesday evening, after 5pm. At 6pm on Tuesday, I asked for a status update, and was told they just needed to finish up their last appointment and they'd be at my house to install the new controller. Around 9pm I asked for a status update, and haven't heard anything since.

Despite two months of repeated requests to resolve the issue, the system installed by H&W Landscape and Irrigation fails to operate as designed.