Nature’s Helper

My customer service experience recently with Nature’s Helper was poor. While the company seems competent and established, I feel their administrative staff charged me unnecessarily and didn’t respond to my requests for information on the charges.
I called with a broken sprinkler pipe where the water comes out of my house due to a freeze in the winter. I explained where in the line the break was, that was right where it came out of the house and before the bell shaped housing that lead to the rest of the irrigation system. They scheduled an appointment. The worker came out. He was very friendly and courteous. In about five seconds he determined they couldn’t help me with the problem and that I would need a plumber. Needless to say I was disappointed at wasting leave time from work when I had clearly explained to the person making appointments where the problem was and this shouldn’t have been an issue. While he was there he provide a free estimate on adding a zone to my sprinklers which took about 5 minutes.
To my surprise I received a bill for a full service call which was about $ 75. I called in to find out why I was charged when he couldn’t even provide me service. I explained I had told them where the problem was well before he came out, he came out, and then determined in a few seconds he couldn’t help. On the estimate she agreed they didn’t charge for estimates. So it was all about the «service» call. She said she would talk to management and take care of it.
Almost a month passed and no one called me back, I got another bill but now with a late charge attached. I called back in and explained the situation again and my previous interaction. Again I was told they would talk to management and take care of it. I got no response in a week or two so I called yet again. This time I was told they had to charge me just for his visiting. I explained again I had made clear the issue before he came out and then he had promptly declared he couldn’t do anything. To placate me she offered half cost of $ 35. I agreed just to get the problem off my back. An adjusted bill finally came. It was followed closely by a $ 50 bill that included late charges and an assertion it would be sent to collections.
I’ve sent in my payment to get this monkey off my back but I do not recommend working with Nature’s Helper. I’m sure their field techs know their stuff, but I have zero confidence in there management who I feel exhibited poor customer service and then sought to charge me unreasonably for no service provided and then threaten me for lateness which was all caused by their lack of responsiveness to calls; all of which I had to be the initiator on.
Barring resolution on their part to erase this matter and refund my money, I can’t recommend using their services.

I’ve only had some minor work on my irrigation system performed by Nature’s Helper (so far), but I am impressed by their high level of customer service. Lance, one of their technicians, is very professional and friendly. He made quick work out of replacing some leaking valves.
When the time comes to upgrade our sprinkler heads and to address issues with some of the zones on my system, I will definitely be giving Nature’s Helper a call.