Green Touch Irrigation, LLC

Disappointing. Our experience started out fine with Green Touch for our first 3 routine service calls. We called them out a couple weeks ago for the 4^th time to troubleshoot a leak. Our valve box in our yard (which houses 3 valves) was filled with water. The technician was at our home for the 2:30 p.m. appointment when my wife got home from work at 2:20 p.m. He said he already looked at the valves, they were old and all 3 needed replaced. My wife asked which valve specifically was leaking so we could decide whether to replace them all or just the leaky one. He could not tell her and insisted the proper course of action was to replace all 3. We can appreciate a recommendation but feel we should have the option to make that decision ourselves. After spending no more than 5 minutes with my wife he left her with a quote for $ 300 for the repair. (We will spare you the details of the extreme lack of customer service and rude demeanor from this specific technician.)
A week or so later we received an invoice for a $ 20 service fee. This seemed odd because at our last 3 appointments we were presented with an invoice on the spot and we paid the technician the same day with a check. We assumed because the technician spent only a few minutes and no work was performed we were not being charged– we have no problem with paying a service fee for a visit, but this seemed off to us. Especially because he never pin pointed the source of the leak which was the entire reason for the call out.
We contacted Jessie in the office to express our disaapointment with the visit, the lack of professionalism from the technician and the fact that we still don’t know where the leak is coming from. We told her we would happily pay their service fee once they could tell us where our leak was coming fom. Instead of hearing our side of the situation she responded by sticking up for their technician and going on and on about how knowledgable he is, how well liked he is, and agreeing with him that old valves do often need replaced. She never grasped that he did not complete what we asked him to do– troubleshoot a leak.
Only after we informed Green Touch that we would look to use a different company did Jessie offer to send the owner of the company (her husband) out to troubleshoot. Way too late– that should have been offered after our first contact to notify her the leak was never assessed– not 3 emails later. (Even more frustrating– she offered in her last email to look into installing a master valve to prolong the life of our other valves and cut the cost of the repair. If this was an option, why were we not told about this at our appointment? Or in her first response to us?)
We called out a 2^nd company who found the source of the leak and replaced the part for a third of the price Green Touch had quoted. We are happily working with this new company and we are paying the service fee (for a service that was never performed) to Green Touch simply to be done with them.