Do you replace sprinklers for free?

DFW Area Landscaper · May 17, 2005

If I knew that every sprinkler head we would ever bust would be a $2.00 sprinkler head that we have in inventory on the truck and would be a five minute repair, I would gladly offer to replace a busted sprinkler head.

We replaced one the other day. It is a perfect example of how a simple ten minute fix will eat two or more man hours. Here is the e-mail communication with the customer:

Me: My crew fixed the sprinkler head on Thursday when we mowed the lawn. If it is not working properly, please let me know.

Customer: I saw that, but assumed it was a temporary fix since it didn't match the other heads in the front. The one your crew put on does not work as well as the previous one. If you would, please replace it with a pop-up head that matches the others. Thanks.

Me: How does it not work as well? Is the spray pattern different than what it should be? In other words, did we replace a full circle spray head with a half circle spray pattern?

Customer: I didn't test it for very long, but the water output seemed different. But, most importantly, we need the heads to match -- we need the full circle pop-up version that is level with the ground, to avoid the head being clipped off in the future. Thanks.

We've already invested 10 minutes. By the time we go back there, figure out what he's got, find a dealer that sells the kind he insists on and go back and replace it, I would guess this one will easily eat two man hours.

I saw this head. It was butted up against a tree root. It's obvious the tree root swelled, causing the retraction to fail. Not our fault. But it has been our policy, up to this point, to repair any sprinkler heads that we are accused of damaging.

The above example is why I am considering changing the policy. The guy should be glad we fixed the problem promptly (within 24 hours of him reporting it). But he's still insisting on a top quality repair, with god only knows what brand of sprinkler, for free, from a company who is really not to blame. But since I've already told him we would replace it, I suppose trying to tell him we have done all we're gonna do would just lead to a cancellation.

If I tell him to call an irrigation contractor and we will credit his account, this could easily cost $100 to $150. As for the guy who says it is illegal to replace a sprinkler head without a license, the state needs to pull it's head out of it's azz on that issue. There is no way that any lawn mowing company can afford to pay a licensed irrigation contractor everytime we are accused of busting a sprinkler head.

Later,
DFW Area Landscaper

DFW Area Landscaper · May 17, 2005

Does this seem like a fair response the above customer?

Jeff,

If the sprinkler head is sticking up above the surface of the ground, we can replace it with a smaller head. We normally replace these with 4" heads, but if the chassis of the sprinkler is too tall when mounted to the existing pipe, causing it to stick up too far, we can replace it with a 2.5" head. That ought to solve the problem of the head sticking too far up above the soil surface.

As a policy, when a customer tells us that we have broken one of their sprinkler heads, we will replace it for free with sprinklers that we keep in inventory on the trucks. We do not keep every kind of sprinkler head, made by every manufacturer, on our trucks. The reason we replace sprinkler heads for free if our mowers damage them is because it is usually easier than arguing with customers over who is to blame. An underground sprinkler system is supposed to be just that...underground. The only way any portion of a sprinkler system could be damaged by our mowers is if the sprinkler was improperly installed or if the sprinkler is not retracting properly. In this case, the sprinkler failed to retract and that is why it was damaged by our mower.

I am sorry if the flow is not identicle to the rest of the heads on your system. If it is that important to you, we will offer this: You can hire an irrigation contractor to replace the head. Send us a copy of the bill. We will not charge you for lawn mowing until we have equalled the amount of the bill. Please note: This is not a credit on your bill, such that if you cancel service we will send you a check. This is an offer to mow your lawn for free, valuing each cut at $30.00, until we have mowed it enough times to equal the cost of the contractor's bill.

Also, if you want to hire an irrigation contractor to replace the head, and have us cut the lawn for free, that is fine. But please be advised that future service will be performed under the caveat that a properly installed and properly functioning sprinkler system will not be damaged by lawn mowers because with a properly installed and functioning system, there is nothing for a lawn mower to hit. In other words, if you hire the contractor, we will not replace any more sprinklers on your property if they are damaged by our mowers. Going forward, you will accept responsibility for any malfunctioning or improperly installed sprinkler heads. Again, if you can live with what we have installed, we will continue our policy of replacing irrigation components with parts that we inventory.

Please let us know what you want to do. We value your business and that is why we are offering to mow the lawn for free if you elect to hire a contractor.

Later,
DFW Area Landscaper

Precision · May 17, 2005

dishboy said:
If a head has a riser that has not retracted, by definition it is already broken as it has failed to function as designed. Nontheless I will change it out because it's the right thing to do. What's a three dollar head and a tax deduction worth compared to bad customer relations.

When I say riser, I am not talking about the part of the pop up that actually pops up. I am talking about the riser between the PVC and the head. The old type are rigid and screw directly into a PVC T or elbow. The newer kind is on funny pipe.

If my mower eats a pop up I buy and replace it. If I have told the client the pop up part is staying up and they need to replace it and don't and I mow it down, Then I replace it and charge them for the head and labor. Usually $20. That gets their attention and after that they get on the plan or do it themselves.

Precision · May 17, 2005

Mueller Landscape Inc said:
Precision,
What do you quote as the life span for the sprinkler heads? I like your idea.

I don't quote any lifespan on sprinkler heads. I just tell them that I will replace any heads that are going bad as part of their irrigation maintenance program free of labor fees. They buy the head or repair parts. If I bust it then I pay for everything. If there is vandalism or they bust it, they pay parts and labor.

example, a client digs a hole to plant a new oak tree and cuts an irrigation line. I will come out and fix it. Right away cost about $50, if you call ahead and let me know to fix it on my next scheduled visit, about $25. For pop ups I charge $4 (parts cost) for Gear heads I charge $12 (parts cost). If they want to buy them and have the parts ready thats ok to.

Precision · May 17, 2005

DFW Area Landscaper said:
Does this seem like a fair response the above customer?

Jeff,

If the sprinkler head is sticking up above the surface of the ground, we can replace it with a smaller head. We normally replace these with 4" heads, but if the chassis of the sprinkler is too tall when mounted to the existing pipe, causing it to stick up too far, we can replace it with a 2.5" head. That ought to solve the problem of the head sticking too far up above the soil surface.

As a policy, when a customer tells us that we have broken one of their sprinkler heads, we will replace it for free with sprinklers that we keep in inventory on the trucks. We do not keep every kind of sprinkler head, made by every manufacturer, on our trucks. The reason we replace sprinkler heads for free if our mowers damage them is because it is usually easier than arguing with customers over who is to blame. An underground sprinkler system is supposed to be just that...underground. The only way any portion of a sprinkler system could be damaged by our mowers is if the sprinkler was improperly installed or if the sprinkler is not retracting properly. In this case, the sprinkler failed to retract and that is why it was damaged by our mower.

I am sorry if the flow is not identicle to the rest of the heads on your system. If it is that important to you, we will offer this: You can hire an irrigation contractor to replace the head. Send us a copy of the bill. We will not charge you for lawn mowing until we have equalled the amount of the bill. Please note: This is not a credit on your bill, such that if you cancel service we will send you a check. This is an offer to mow your lawn for free, valuing each cut at $30.00, until we have mowed it enough times to equal the cost of the contractor's bill.

Also, if you want to hire an irrigation contractor to replace the head, and have us cut the lawn for free, that is fine. But please be advised that future service will be performed under the caveat that a properly installed and properly functioning sprinkler system will not be damaged by lawn mowers because with a properly installed and functioning system, there is nothing for a lawn mower to hit. In other words, if you hire the contractor, we will not replace any more sprinklers on your property if they are damaged by our mowers. Going forward, you will accept responsibility for any malfunctioning or improperly installed sprinkler heads. Again, if you can live with what we have installed, we will continue our policy of replacing irrigation components with parts that we inventory.

Please let us know what you want to do. We value your business and that is why we are offering to mow the lawn for free if you elect to hire a contractor.

Later,
DFW Area Landscaper

I think the better response would be.

Mr. Jones, We have replaced the head, then replaced it with again with the head you desired because we were not clear as to our policy.

For future reference, our policy is: We replace sprinkler heads if our mowers damage them. They will replaced with sprinklers that we keep in inventory on the truck, of the same style. A 4" pop up will be replaced with a 4" pop up with the appropriate nozzle or a gear head rotor will be replaced with a gear head rotor. If the client has a specific brand preference (other than what we use) they will need to provide the sprinkler and we will provide the labor for the repair. It is not reasonable or possible for us to carry every brand and size of sprinkler that is available, but we do carry the most common sizes and a quality brand.

I would eat it on this one and go ahead and make the fix. It is always better to fix something at your cost then pay someone else to do it. That way you are pro active and not paying someone elses profit.

For the future, make the policy very clear to all clients. Bottom line we fix it with what we carry, if that isn't good enough, then you buy the head you want and have it ready when we come by to fix it. I think you will find that most people could care less if it is rainbird, k-rain, orbit, Hunter or who ever, they want it to work and keep the grass wet.

Cutting for free is crazy, much harder to write off then just fixing it and being done with it. Maybe even do it personally (with a smile) and firmly (but nicely) explain the policy face to face and give him an memo to that effect.

DennisF · May 17, 2005

Precision has the right idea. Sprinkler heads wear out, come loose, etc. so the customer is responsible for breakage and wear and tear. If I've been mowing a lawn for a long time and all of sudden I clip a sprinkler head, something has happened to the head to cause it to be out of position. The mower can't bust a sprinkler head if the head is installed and functioning properly.

The customer is responsible for maintenance of the irrigation system, so charging for repairs to sprinkler heads is the right policy.

Mdirrigation · May 17, 2005

DFW Area Landscaper said:
.

If I tell him to call an irrigation contractor and we will credit his account, this could easily cost $100 to $150. As for the guy who says it is illegal to replace a sprinkler head without a license, the state needs to pull it's head out of it's azz on that issue. There is no way that any lawn mowing company can afford to pay a licensed irrigation contractor everytime we are accused of busting a sprinkler head.

Later,
DFW Area Landscaper

I have to disagree with this one , when the unlicensed lawn guy repairs a sprinkler , he is taking money from my pocket. Do the sprinkler contractors ask the customers if they want their grass cut? Its very easy to avoid hitting heads , look at what you are mowing , and flag the heads before airating. Simply replacing the head isnt always correct , sprinkler systems are balanced with matching precipitation rates.

If you hit the customers car , do you take it home and do the body work, If you break the sliding glass door , do you pick the replacement and install it?

My systems are under warranty , when I come to a house that has had heads replaced by someone else , I remove them and install the proper head and bill the customer .

If you dont want to pay for busted sprinkler heads , dont break them

DFW Area Landscaper · May 17, 2005

++++If you dont want to pay for busted sprinkler heads , dont break them++++

That's exactly where all the problems are coming from. Do people really think an LCO would intentionally damage a sprinkler head?

Again, if the system is installed properly and functioning properly, why would a mower hit a sprinkler head in the first place?

Later,
DFW Area Landscaper

PTP · May 17, 2005

DFW,

Solve the problem and move on.

If my foreman made such a big deal about small issues like this, I would fire him.

I have been thinking about problems a lot lately. I know another company that is in my area. He is my competition. He is downsizing and is complaining about how bad business is in our market. I am growing faster than anyone that I know of - except Justmowit. What is the difference between us? I have solved the problems. I have solved employee problems, customer problems, credit card problems, equipment problems, website problems, computer problems, and the list goes on. He seems to be using every obstacle as an excuse to give up.

Perhaps I am wrong, but you seem to be doing the same thing. Every small thing turns into a huge issue for you. If you can't solve problems, then get a job where someone else has the responsibility and you just show up every day. When there are problems, someone else has to handle it.

You broke a sprinkler head. Replace it. If the customer is being unreasonable about it, then fire them. Problem solved.

stumper1620 · May 17, 2005

Precision said:
I think the better response would be.

Mr. Jones, We have replaced the head, then replaced it with again with the head you desired because we were not clear as to our policy.

For future reference, our policy is: We replace sprinkler heads if our mowers damage them. They will replaced with sprinklers that we keep in inventory on the truck, of the same style. A 4" pop up will be replaced with a 4" pop up with the appropriate nozzle or a gear head rotor will be replaced with a gear head rotor. If the client has a specific brand preference (other than what we use) they will need to provide the sprinkler and we will provide the labor for the repair. It is not reasonable or possible for us to carry every brand and size of sprinkler that is available, but we do carry the most common sizes and a quality brand.

I would eat it on this one and go ahead and make the fix. It is always better to fix something at your cost then pay someone else to do it. That way you are pro active and not paying someone elses profit.

For the future, make the policy very clear to all clients. Bottom line we fix it with what we carry, if that isn't good enough, then you buy the head you want and have it ready when we come by to fix it. I think you will find that most people could care less if it is rainbird, k-rain, orbit, Hunter or who ever, they want it to work and keep the grass wet.

Cutting for free is crazy, much harder to write off then just fixing it and being done with it. Maybe even do it personally (with a smile) and firmly (but nicely) explain the policy face to face and give him an memo to that effect.

I agree precision.
this is a perfect example of how to solve this problem & all future problems plus in my case I would offer once again my irrigation maintenance program.

DFW Area Landscaper · May 17, 2005

Yes, I think the phrasing by Precision is better than what I had planned.

Jeff,

Our policy is: We replace sprinkler heads if our mowers damage them. They are replaced with sprinklers that we keep in inventory on the truck, of the same style. A 4" pop up will be replaced with a 4" pop up with the appropriate nozzle or a gear head rotor will be replaced with a gear head rotor. If the client has a specific brand preference (other than what we use) they will need to provide the sprinkler and we will provide the labor for the repair. It is not reasonable or possible for us to carry every brand and size of sprinkler that is available, but we do carry the most common sizes and a quality brand.

If the sprinkler that we have installed is not going to work, please call us after you purchase the brand you require and we will install it. Since you were not aware of the details of our policy, we will issue a credit to your account for whatever amount you pay for the sprinkler head.

Thanks,

This is what Lawnsite is for. Thanks for the help guys.

Later,
DFW Area Landscaper

Precision · May 19, 2005

DFW

No problem. That IS what this site is for. Some times I have a good idea. Sometimes I don't and need to borrow one from one of you guys.

And for the guys who keep complaining about DFW asking for help.

Lamblasting a guy who is trying to fix problems isn't the answer. Like someone should have taught you by kindergarden, if you don't have something positive to add, the keep your mouth shut.

Do you replace sprinklers for free?

DFW Area Landscaper

DFW Area Landscaper

Precision

Precision

Precision

DennisF

Mdirrigation

DFW Area Landscaper

PTP

stumper1620

DFW Area Landscaper

Precision

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