Our historic home had a leak in the irrigation, so we contacted TurfWorx to diagnose further. We…read morehad our handyman dig the problem area up in advance, so it would be accessible and visible to any workers coming by. We were quoted a $100 diagnostic fee, plus the cost of any repairs we chose to approve. After their field tech, Zack, inspected the system we were told by a manager, Ryan, the repair would likely cost between $400 and $600 and require replacing the existing leaking valve. We approved that work.
Shortly after the repair began, we received a call from the manager, informing us that our existing valve had already been removed, but they had now discovered they couldn't obtain the replacement part for approximately two weeks. We were then presented with the option of installing an entirely new system for just over $1,000 instead.
Because leaving the property without water for two weeks wasn't a reasonable option, we asked that the original valve be reinstalled until the correct replacement part could be obtained. Ryan seemed confused and a bit upset with this decision, and ultimately we were billed approximately $600, despite the repair not being completed and the system being left in the same, if not worse condition than when work began.
When I questioned the charge, the manager let me know it reflected the labor involved and also that TurfWorx "had 500 customers just * begging * for their service" and that we were "lucky they made time for us." Unfortunately, that response did little to address our concerns, or instill faith in his ability to follow through properly here. I completely understand that labor has value, and I don't expect people to work for free. At the same time, I also think it is more than reasonable to expect that replacement parts would be on hand, or at least confirmed to be available before starting a replacement job. Instead, I was informed later that "typically they're just available", which is a bold assumption to make and then stick a customer with the consequences of.
The one bright spot in all of this was the technician, Zack, who came out to the property. He was professional, courteous, and transparent throughout the visit. He took the time to explain exactly what he was seeing, provided helpful information, and helped us better understand our actual options. I left that conversation feeling much more informed than I had with Ryan, and I sincerely appreciated the time he took to help.
My biggest takeaway, and hopefully Ryan's as well, is that replacement parts should be confirmed or in hand before removing functioning components from an existing system. Had that simple step been taken, this entire situation could have been avoided.
Based on this experience, I cannot recommend TurfWorx. While the technician earned our confidence by himself, the way this job was managed, and the communication surrounding it, ultimately left us disappointed.
