Wilcox Brothers Irrigation Co - Michigan at 85 Minnesota Drive, Troy, Michigan.

Wilcox Brothers has TERRIBLE CUSTOMER SERVICE when it comes to follow up appointments and fixing issues you may have with your sprinkler system after it's been installed. I had a great experience with them when they initially quoted and installed my system but now that I have an issue there is zero willingness to help me, the customer. It's not like I am asking for them to do the work for free or something reasonable, I asked for them to come out an fix our system which was broken when we had our patio put in. I called Wilcox Brother on 5/31 and the first appointment I could get was two weeks later (6/14). They scheduled my appointment from noon to dusk (which this time of year is after 9pm allowing them a 9+ hour window to show up). I willingly rearranged my schedule in order to be available since I desperately need to get my sprinklers fixed. The two man crew showed up at about 1:40pm on Friday 6/14 (turns out I didn't need to cancel my evening plans after all, but too late now) and they were only at my house for about 5 minutes. They assessed the damage and told me they "did not have enough time to fix the problem that day." They said the main office would call me back to reschedule a minimum 3 hour time-slot, but not until Monday, also mentioning that the next earliest available would be about another two weeks. This means that 1 month after my first call to Wilcox Brothers, if I am lucky enough to get an appointment for 6/30, my sprinkler system will finally be repaired.

After the on site technicians left my house I was not satisfied waiting until Monday to set up a follow up appointment so I called the office (I mean it's hot and getting hotter, and my grass is drying up more and more with each passing day). When I called the office they gave me the run around, telling me they could not reschedule until Monday when they had the paperwork in hand. Come on, it's 2017, go digital or have the technician who just left my house send a picture of the paperwork. I am a very dissatisfied customer and even after speaking with the manager (Shelly) no one was willing to support my request to set up a follow up appointment. Shelly did confirm that she would assess my file on Monday morning and follow up with me promptly.

I called the office Monday (today) at 11:10am and still no one was willing to look at my paperwork and set up my follow up appointment. Which, by the way, should have been properly set up for the correct amount of time the first time I called in on 5/31 since I gave a pretty detailed description of what the issues were - main line broken, valve box flooded and half of my zones not running even when system was on.

Seriously, the owners of Wilcox Brothers need to reassess their service team's customer service. I will continue to share this post and other experiences along the way until my sprinklers are fixed. Hopefully they truly do call me back today, I'm not going to hold my breath though...