Doug Schneider { * hecschneider * }
UPDATED July 26, 2024 =================== After a manager, Daniel Sanchez, at NAIAD read my original review below, I was contacted by him to discuss the...Read More
issues I presented in my review. He was super polite, professional and understanding of the complaints I raised and was willing to provide a complete explanation of the business policy and remedy the problems I experienced.
He apologized for any shortfalls NAIAD had made but also explained that he could not breach company policy and provide a splice on a system that was not sold and installed by them. Regardless of that, Daniel credited me back for the invoice for the uncompleted work which compensated me for the plumbing charge I paid for splicing the water line. In addition to this, he dispatched one of his experts, Josaphat Vazquez for no charge to go through the entire system exhaustively from end to end, program it, test it, and answer any further questions I had.
A shout out to Dylan who exercised his experience and due diligence to identify the root cause of the leaking issue to begin with and his ability to deal on a professional level with me considering the “sticky” circumstances.
I am more than pleased to award them 5 PLUS stars for their stellar customer service and attention to detail.
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Original July 24, 2024 Review
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2 STARS
At first, I was all in with these guys in terms of service. The initial visit was winterizing a revenue property for me. They performed that procedure correctly and identified and took photos of an issue they discovered and shared it with me.
Things were good until today when they went to activate the sprinkler system in that location. One sprinkler head had failed so they replaced and tested it. Good at that point. They inspected the rain monitor and found it to be unresponsive so they were going to get a quote for me.
And finally, they found a leak under the ground on one of the plastic pipes. They dug down to find the leaking pipe and found it to be slightly cracked. Here’s where it gets good…they told me they couldn’t splice that cracked pipe as it was not their policy in terms of warranty. I suggested they give me a document allowing me to sign off to remove all responsibility against them and apply a splice to that joint. Once again they refused citing their policy. They wanted $1000 to dig up the entire segment of that pipe covering 30 feet and I flatly refused. I couldn’t believe my ears to be completely honest. An irrigation company could not splice a pipe????
The story they fed me did not pass the “smell test”. The manager told me they couldn’t find a pipe like that in the entire city at other irrigation businesses. Another difficult story for me to swallow. Go to a hardware store in that case and purchase one I told him. Once again he cited warranty issues with that and I once again reminded him that I would sign off and not hold them legally responsible for this job. Not good enough answer for them.
SO…
I called my master plumber, he came on site, jumped in his vehicle and made one trip to home depot, returned with the parts, spliced the pipe and we tested it together…..SUCCESS!!
NAIAD simply dropped the ball “BIG TIME” in my opinion. I fixed pipes like these as a kid growing up on a farm in the ’60s. And I was being fed a bucket full of crap in which they wanted to “bleed” me out of $1000. Not in this lifetime.
I see a lot of 5 star reviews for this company which was the main reason I hired them in the first place. I have given them 2 stars based on their inability to provide a solution or even suggest a place to call to fix this issue.
I have not heard back from them with a quote for the rain detector so I assume they are not interested in doing further business with me.
Readers: make sure you ask a lot of solid questions BEFORE hiring this company. If it’s an easy job, they will do it without issue. But the very minute they are challenged, they run away. Plain and simple.
July 27, 2024
