Upkeep, LLC

"Hi Everyone, We won't waste time responding to Jennifer - she's one of the unfortunate realities of the service industry. For transparency's sake, the whole reason KalXXXX was for sale is because they had downsized themselves into nothingness and were unable to make it work with an out-of-state owner. This was the 4th owner of the company, and they were far from "excellent" as Jennifer claims here. They were desperately in need of saving, because they were neglecting over 500 customers - letting the phone ring without answer. They found themselves in such a desperate situation, that they ended up selling to Upkeep for 40% of their original asking price. That's just Layer-1 of Jennifer's misrepresentation of this situation. Everything else she's said here is false as well. We did replace six ancient malfunctioning Rainbird sprinkler heads, and raised five of the functioning heads - but this was all at the customer's request. She was left with industry-standard, state-of-the-art Hunter sprinkler heads, and later decided she didn't like those and wanted a free swap to the sprinkler heads of her choice. When we declined to do that work for free, she lost what little decorum she had, and went ballistic. She was even refusing to speak with our very patient Lead Irrigation Tech, handing the phone to her son instead (Amazing). She claims here that we billed for work we didn't do, which is the first we've heard of that. The bill we're talking about is only $316.67 - to repair 11 sprinkler heads, with four trips to her property - does that seem fair to you? My plumber recently installed a single irrigation valve at our new home in 3-hours one morning, and my bill was $984.74. Jennifer doesn't mention that she received three of those service calls 100% free of charge, to try to make up for her frustration dealing with the formerly defunct KalXXXX. Our attempt to build goodwill with this bitter individual was met with nothing but venom, as you can see. Regarding the "hole" in her lawn - she is referencing a flap of sod cut out around one of the sprinkler heads during its replacement. It's a 5-second fix, not even worth the time it takes to talk about it - but we do not believe that the sod flap was left flipped over, as the customer says. Our theory is that the customer's son unknowingly lifted the sod flap while mowing over it - the vacuum from the mower deck will lift loose sod - happens all the time with new sod installs. You be the judge. We will say a little prayer for the next poor contractor who has to deal with her. -Sean V., Founder, Upkeep LLC"

"Hi Kim, I am sorry to hear that you feel that way. I have discussed your job with Eli and Holly at length, and it sounds like they did everything in their power to manage your expectations about when we would be there to perform the work. We told you that we would call before your visit, and give you a heads up. So I am not clear on where the miscommunication occurred, and why you expected us there at noon, or felt you couldn't eat lunch in the meantime. Regardless, I have made changes to improve our client communication going forward. I am very sorry you had a bad experience, and felt the need to leave us a bad review. If you would like to discuss this with me directly, you can email us at service@getupkeep.com, or call us at 471-0724. Thank you for your business, Sean V., Founder, Upkeep LLC"