Good finished work, but this experience changed my opinion significantly…read more
TL;DR: I previously gave Hicks 5 stars after our first project, and they still feature that review on their website. We hired them again and have now spent tens of thousands of dollars with them. Both pergolas look very good. On this second project, Hicks chose to handle an unexpected sprinkler conflict rather than have me bring someone else in, the repair failed, and it appears they never performed the basic test to make sure it worked. When I raised it, the owner became hostile, insulted me, and hung up on me. I later gave Hicks a written opportunity to inspect or fix it before anyone else touched the repair and received no response. That experience changed my opinion of the company significantly.
I hired Hicks again because our first project had been a genuinely good experience. Across both jobs we had worked through material and scheduling delays, possible conflicts with power lines and solar panels, and changes involving the patio flooring without major problems. Both finished pergolas look very good.
The sprinkler issue came up immediately before excavation. Nothing in the estimate or our earlier discussions gave me reason to think the footings would extend outside the existing concrete patio and into the grass. I first realized that when I saw the red excavation markings and noticed they conflicted with a sprinkler head and the line serving other heads.
I raised it immediately. Since the contract says Hicks is not responsible for sprinkler routes, placement, or repairs, I specifically offered to coordinate and pay for someone else to handle it. Hicks told me that was unnecessary, that they had the fittings they needed, and that their crew would cut, move, and reconnect the line. I took that as a professional courtesy and relied on what they told me.
While they were excavating, I also offered to turn the sprinkler zone on remotely from my phone so they could test the repair. They did not take me up on it. Since the system is easy to activate in person, I assumed they would simply test it themselves.
Project delays had compressed the schedule, and we were rushing to finish the walkthrough and final payment before I left on a business trip the next day. We carefully checked the pergola itself, which looked good, but forgot the sprinklers.
A day or two later, while traveling, I realized we had missed that check. I activated the zone remotely and could see through my backyard camera that something looked wrong. Rather than bother Hicks based only on a remote view, I waited until I got home to verify it. Several heads that were clearly working immediately before excavation no longer worked, and a substantial amount of water was leaking beside the new installation. The zone was effectively unusable for around two weeks, and parts of the lawn it normally waters developed obvious dead and brown patches.
Hicks later acknowledged in writing that "a fitting must've came loose" and that perhaps there had not been enough glue.
The repair itself is not what turned this into such a big issue for me. The way it was handled did. During about a five-minute phone call, the owner got heated and defensive, used foul language, called me names, spoke disrespectfully, and hung up on me. He later told me that I "don't know how this works" and that he was not going to read my written explanation. This was completely unlike anything I had experienced with Hicks before.
After that, I sent a written notice giving Hicks an opportunity to inspect or arrange to fix the problem before anyone else touched it. I got no response. After the deadline passed, I had the area excavated and repaired. The sprinkler pipe was physically separated at a connection in the area of the leak, which I documented with photos. The system is now working again.
What bothers me most is that Hicks chose to take on the sprinkler work, apparently did not do the most basic test afterward, and then treated me this way when I raised the problem.
That is especially disappointing because they previously handled a warranty issue very well. A few months after our first pergola was installed, the integrated lighting controller failed after apparently getting water in it. Hicks came back promptly and fixed it at no charge, which increased my confidence in using them again.
Both pergolas look very good and Hicks deserves credit for that. But part of hiring a contractor is trusting how they handle problems after final payment. After this experience, I no longer feel comfortable recommending Hicks, I am concerned about relying on them for potential future warranty work, and I would not hire them again unless this is made right.
That is why I am updating my previous 5-star review to 2 stars. I will update this review again if and when the situation is resolved.
EDIT: Not a warranty claim. I offered to hire a pro; Hicks chose to do the repair, so they still had to use reasonable care.
