A.A. Waters & Brookes Ltd.

Thank-you for your kind words, Carlo. We hope you enjoy your lawn sprinkler system as we are expecting a very hot summer.
Joanne

Mr. Kahriz has chosen to express his views with the Better Business Bureau and social media. This response will apply to both.

My recollection, those of the crew, and our records of events is very different than his.

The original meeting was held on June 16, 2017 to discuss a proposal for a lawn sprinkler system.
Because of the time of year and the number of plants they had, it was recommended that the installation be delayed to the end of the growing season, such as Oct.

A second meeting was held 28 Sept. to discuss proceeding.

The installation was discussed at the first two meetings. A picture of how pipe is installed and how deep it is installed, is part of the proposal and shown to the customer. Rockwood is an area where the front of glaciers left many rocks behind. We refer to this as bony material. The machine has the capability of installing pipe 12” deep but we try to install it at 8”, the height of heads. I tell potential clients when reviewing the proposal, we attempt to put pipe and wire 8” deep, but if we hit obstructions like construction rubble or tree roots, the pipe and wire will be shallower.

It was also made very clear that the irrigation is a non-regulated industry. This is written in the proposal. There are no rules or regulations as to how sprinkler systems get installed. There is no minimum depth required as Amir states. Bell Canada and Cable TV companies are under the same umbrella.

The installation was done on 10-11 Oct 2017 and tested. When this installation date was scheduled, we requested Amir to be there. He was unable. What we like to do is review the installation with the owner, layout the system and valve boxes, and then proceed. He was absent.

The foreman was advised of Amir’s requests. However, as sometimes happens when communicating through a third party, human error may occur and something got lost in the translation. If Amir had been there, as is our preference, there would not have been any misinterpretation.

Amir was present the following morning Oct 11. He requested changes which were complied with.

He has referred to pipes and wires being shallow, and wires damaged. Without seeing the actual situation, I would suggest that pipes and wires may have scratches, etc. on them due to the installation in bony material. Both the pipe and wires are designed for rugged installation. The wires are installed with an outer jacket. Once they are installed, it is unknown if the wires were damaged. Regardless, they were working on 1 May.

Amir is incorrect in saying the system was never tested. It was operational at the end of 11 Oct.
We would normally review the system with the owner when we are finished. However, he did not get home until 6 pm or later and sunset was 6:00 to 6:30. Unfortunately, in the fall there was not enough daylight with Amir getting home at or after 6 pm. to do a show & tell.

The foreman does not remember rain when he finished the job which inhibited any progress.

We were concerned about an early frost. We winterized the system on or about Nov 1. He was not charged for winterization.

Amir has referred to the office manager as being rude. If one reads other reviews on Homestars, there are numerous comments about how pleasant and courteous all the office staff is. Frequently, I receive verbal comments from others saying the same.

We returned on May 1 to review the system with Amir and do a show and tell. He requested additional changes and these were complied with.

He has referred to pipes and wires being shallow, and wires damaged. Without seeing the actual situation, I would suggest that pipes and wires may have scratches, etc. on them due to the installation in bony material. Both the pipe and wires are designed for rugged installation. The wires are installed with an outer jacket. Once they are installed, it is unknown if the wires were damaged. Regardless, they were working on 1 May.

Had Amir contacted us when the wires were dug up, we would have been there to correct deficiencies if they were our problem. Instead of giving us the chance to correct the situation, he chooses to write negative comments.

Did the landscaper digging around the wires damage the wires ?

We attempted to do a “Show & Tell” in 2017 when the system was finished, but we were unable to co-ordinate with Amir’s schedule.

The system was winterized at no cost , with the “Show and Tell” to be done in the spring.

When we arrived to review the system with him on 1 May, he had not done the spring start-up. In order to do the show and tell, we did the start-up. Work was required in 3 categories: changes customer requested, warranty, and non-warranty. Amir was not charged for the non-warranty issues. Additional heads were re-located

Amir has verbally objected to valve boxes being installed in the grass area. Valve boxes are part of the backbone of the system. We require access to them for service. Best practice (there are no rules or regulations for the installation of sprinkler systems) dictates that valve boxes not be placed in beds. When access is required, plants would get trampled. Consequently they are put in the lawn area. Amir has apparently covered a valve box with grass. It is no longer visible to a service technician. This is definitely not a good practice.

I am not in agreement with cancelling the start-up charge. For customer relations, I will not pursue collection.

Thank-you for your kind words. We pride ourselves in customer service and meeting our customers' needs.
Joanne

Thank-you for your kind review. We strive to excel in customer service and accomodating our customers in any way we can. Enjoy your lawn sprinkler system as we are expecting a hot summer this year.
Joanne

Thank-you for your kind review. Enjoy your lawn sprinkler system. We are expecting a very hot summer.
Joanne

This is a late response because I have been off work since 27 Nov. due to surgery.
All of us at the office, question what went wrong. We don’t know the circumstances referred to. The review states he/she paid in advance. We do not take payments in advance for work. We do not know the situation.
Comments were made about the office staff. These comments run contrary to what many other reviews state. For example “The technicians are well-trained and hard-working, and the office staff is friendly and organized, and most accommodating .”. Similarly, other responses say we are reliable.
If we were able to identify the situation, we would take corrective action.
If someone is going to make a negative comment, give us the opportunity to investigate

Thank-you for your kind review, Bob. We strive to excel in customer service and try to accommodate our customers in any way we can.
Enjoy your lawn sprinkler system.
Joanne

Thank-you for your kind words, Pauline.
We know you will enjoy your lawn sprinkler system, particularly this year as we are expecting a very hot summer.
Joanne

Happy to hear you are enjoying your new lawn sprinkler system.

Thank-you.