My experience with B&E Irrigation & Landscaping was an astonishing display of poor communication,…read moreindifference, and unprofessionalism.
I initially contacted the company's residential installation representative on April 29 regarding a drainage problem at my Brentwood home. I left a voicemail and sent a text message containing photographs of the area. After receiving no response, I called again on May 12 and left another voicemail. Still nothing.
On May 13, I submitted a detailed inquiry through B&E's website. The office responded the following morning and referred me directly back to the same representative who had already failed to respond to my previous calls and text message. Nevertheless, I called him again on May 14 and left a third voicemail. Once again, there was no response whatsoever.
On May 26, I emailed the office and carefully explained the entire history. I made it clear that I would completely understand if the project was too small, if the company was too busy, or if the work was not a good fit. All I requested was the basic professional courtesy of an answer so I could stop waiting and contact another company.
The office replied that afternoon and stated that they were checking into the matter and "should have an answer tomorrow."
Tomorrow came and went. So did the remainder of May and nearly the entire month of June.
After receiving absolutely no update, I sent one final email on June 30. Only then did I receive a response stating that the installation team was "extremely busy," that they "probably" did not have time to perform the work, and that this "may be why" I had never heard from them.
That was not an explanation. It was speculation about why other employees had repeatedly failed to perform the most elementary part of their jobs: communicating with a prospective customer.
Being busy is understandable. Failing to respond to three telephone messages, a text containing photographs, an online inquiry, and multiple emails is not. Promising an answer the following day and then disappearing for more than a month is even worse. It would have taken less than one minute to write, "We are unable to take on your project." Instead, B&E allowed me to wait for more than two months before finally offering a vague excuse.
After this experience, I reviewed the company's Yelp and other public reviews. What I found was disturbingly familiar: other customers reporting poor communication, unanswered messages, no-shows, and a lack of follow-through. Apparently, my experience was not an isolated incident.
B&E advertises itself as Nashville's "most trusted" irrigation and landscaping specialist. Based upon my documented experience, trust and basic customer service were precisely what were missing.
The most revealing part of the company's final response was the admission that it was unfair for me to receive no response. On that point, we agree completely.
I would not recommend B&E Irrigation & Landscaping. If this is how the company treats a homeowner before receiving any money, I would have absolutely no confidence in its communication after a contract was signed, payment was made, or a problem developed.