Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the same time that my dad's house was having water issues, the small well serving my trailer went dry because my dad was getting drinking water from my tap during a dry spell. The same company that I had called to help my dad with his water situation, A.J. Pumps, was also involved in assisting with my issue. The initial technician who arrived the first day tried to hand prime the system without success. He pressure tested the system and found no problems with it. One would assume that his report would have been passed on to his two colleagues who came the next business day; however, that does not appear to have happened. Instead, they spent most of the day trying to hand prime the system again and inexplicably followed this up with installing a new foot valve and drop line that were not needed in a system that their colleague had confirmed was in working order. Of course, that did not resolve the issue either. The following business day, one of these 2 technicians from A.J. Pumps finally brought a shop pump for a "super prime" which did resolve the issue. I am fine with the work done on the first business day (Oct 6) and the third business day as those actions were what were needed to resolve the problem. However, I strongly object to paying the work of the second business day which was entirely unnecessary, as well as installing a new foot valve and down pipe in an operable system that their colleague had verified as operational.

  

  Business Response

  Date: 24/11/2023

  We find this complaint surprising, and we are somewhat blindsided by it. Several discussions with ******* before, during and after the work was completed without a single complaint or concern. In fact, the exact opposite. Additionally, weeks after the system had been up and running, we had a phone conversation regarding his father's property where he expressed how happy he was with the work completed at his home and he would pay later that day which never happened. Only after a complaint was filed under his father's property did a sudden problem also arise with his invoice. His property is a 30+ year old poorly designed dug well system that has a low water yield in the well. The well yield was so low ******* refused to connect his well water to his fathers because it had run the well dry in the past. Additionally, the old pump, pipe and fittings used to **** the water can struggle to do so. This can be a challenge on even new jet pump suction systems as the smallest of suctions leaks can cause the system to lose its prime. Additionally, if water is drawn down in the well to below the pumps suction capabilities the system will again loose prime and require manual labour to draw the water back up the suction line and into the pump. The technicians worked through a process of elimination to bring the system back into operation. That does not mean its guaranteed to stay running forever or even a day. Water levels can be drawn down low enough to where the pump is at its limits of suction. New suctions leaks can form. The parts installed were to aid the pump in its daily operations as much as possible and in doing so the system is now operational. Specifically, a foot valve will help the suction line hold water if the ***** water level drops below its intake. It will also trigger the pump to turn on if system pressure drops in the suction line which will aid in keeping the pump and line primed if there is a leak in the suction line. It will also make it easier for the customer to prime the system themselves if they lose prime overnight or on a weekend. Typically, if a customer has a concern regarding work completed or an invoice, they will speak with us directly first. But to receive appraisal and gratitude for the work completed followed by a BBB complaint with zero communication about any of these concerns has left us confused as to the customers objectives. 

  Customer Answer

  Date: 24/11/2023

  
  Complaint: ********
  
  I am rejecting this response because of the following:

  This well has never had problems with system pressure and has never before run dry until it was being used to supply drinking water to my father and sister in the main house during drought conditions. The original technician who arrived (******?) determined, after pressurizing the system, that there were no leaks and nothing was wrong with the new pump that was previously installed in Dec 2022. He advised that the problem was due to the water level in the well was drawn below the foot valve, and attempted to hand prime the system. After multiple attempts with the hand primer, ***** advised that a shop pump would be needed to perform a "super prime", and that was all that would be needed.

  It is my understanding from ****** that AJ Pumps technicians have crew meetings every morning to discuss issues and what the probable resolution would be. Despite this, the 2 technicians sent on the next visit wasted most of that day trying to hand prime the system again instead of bringing the shop pump to perform the "super prime" recommended by their own colleague on the initial visit, and performed replacement work that ****** had already determined was unnecessary.

  In the last visit 2 technicians arrived with a shop pump and proceeded to perform the "super prime" originally recommended by ****** on the original visit, and that was successful in restoring my water service. Of course I was happy about this and expressed my appreciation in having my water service restored.

  It was not until I received the invoice for this service that I was taken aback. AJ Pumps was charging me for the unproductive second visit where they were conducting activities that had already been deemed unnecessary by the original technician. That is the focus of my BBB complaint. I am not willing to pay for services that I did not need and AJ Pumps technicians should have reasonably known were not necessary. As I stated in the original complaint I am willing to pay for the services provided in the first visit and the third / final visit. I am NOT willing to pay for anything performed in the second visit, as I received no value whatsoever from that work. AJ Pumps's own technician had provided a solution but the subsequent technicians disregarded that solution, and I will not compensate AJ Pumps for their lack of oversight.

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/12/2023

  We will revise the invoice to remove the labour from day 2 and re-send it. Thank you. 

  Customer Answer

  Date: 11/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Basic summary only at this time, as this is a very recent incident and I'm still pulling together information.- Running water service shut off at my father's house (with whom I live) due to water leakage and pressure issues, and initial repairs from other companies were not successful in resolving the problem. When other techs came down with COVID (at this time, water service shut down for abt 3 weeks less 2-1/2 days), my brother contacted AJ Pumps to restore running water service as their advertisements stated they had been in business for over 30 years.- AJ sent out technicians but only managed to restore water service for 1/2 day before water began leaking and losing pressure again. At first service was prompt but, because I would not pay invoice before service was restored, company started to delay / withhold service.- I was provided information I required before paying the invoice, but offered resumption of service was delayed again. Although I planned to pay invoice (and requested additional invoice for subsequent service), I had had enough and contacted yet another company to provide a 2nd opinion on an emergency basis the morning of Thursday, 26 Oct.- I was going to pay invoices Thurs but by the time I called the administrator had gone home. I'm thankful for this as the tech from the other company I called arrived at 3 pm and had the water service resumed by 5 pm. At that time the tech advised of numerous deficiencies in prior service. It was at this time that I determined not to pay the invoices as they stood as I would be pressing this complaint with the BBB as soon as I received a written summary of the deficiencies found.- Today, Tues 31 Oct, I received the completed summary of deficiencies from the other company, as well as a payment reminder from AJ Pumps.- Desired settlement: payment only for materials installed plus 2 hours labour for 2 techs to install tank (foot valve does not appear to be installed properly). No travel time at present.

  Customer Answer

  Date: 02/11/2023

  I never even thought about having A.J. Pumps paying for the other company's work - I was only requesting a billing adjustment on behalf of my father. I personally paid for the other company's emergency call. However, the billing adjustment I am seeking is to have my father pay ONLY for materials installed and reasonable labour for installing the tank only as according to the information provided to me the foot valve they installed wasn't correctly installed (and to boot they'd removed the check valve which had to be replaced). Considering they were billing for many more hours of labour AND travel time (total invoice was over $3000) that would be a sufficiently substantial hit to their pocketbook, especially in light of the fact that none of our family will ever deal with them again in a million years, and they are going to get some mighty sad reviews in public forums due to this farce.

  Customer Answer

  Date: 03/11/2023

  My father assigned me as the primary person holding his legal power of attorney. I have attached a copy of that document for your reference. That document should be sufficient for your purposes.

  

  Business Response

  Date: 16/11/2023

  We were originally called out to, two properties that had no water. We had never been to these properties before and the ******* had never called us before to perform any type of inspections, advice or system maintenance. We were advised that they had a contractor out before us, but they were unable to determine the problem and the ******* were no longer able to make contact with them. We asked for a $261.45 deposit to cover the cost of one systems diagnostic which we received prior to arrival.Upon arrival we found two poorly designed water systems both estimated over 30 years old each. Both with work partially started by another contractor which included a water line that had been excavated and pulled on by the excavator causing visible damage and possible nonvisible damage to the line. Both systems showed no signs of regular maintenance. Additionally, we found an old water treatment system that was suspected to not be working, a well with low water, a compromised waterlogged pressure tank and old copper piping throughout. At this point a quote was provided for system repairs and to change the system design to a more efficient system less likely to have problems. This quote was declined, and the customer elected to just repair the visible damage to water line and replace the waterlogged pressure tank. These repairs were made shortly after the approval was given. At this point both ******* and **** home had water. **** home again lost water after a few days of operation. At this point I called ******* and expressed my concerns about the water system and its potential to be plagued with problems. We discussed the potential of continuing to spend money fixing multiple problems with a system that would not be guaranteed to work properly in the end. We discussed several of the variables that could be causing the system to lose prime (water). We made a few more visits to site where we pressure tested the repaired in ground water line and made minor repairs to old fittings both in the home and at the well. With the system still unbale to run properly we asked for the customer to pay for work completed before we proceed any further. They did not want to do that and instead made demands that the system be operational for several weeks before paying and they would only pay for equipment that has been installed. I then arranged a phone meeting with both ******* and ************************* to go over and discuss everything. We had a positive conversation where I outlined that we are not accountable for an old systems problem and we are instead here to help, offer advice and manage expectations. After our conversation we agreed to proceed. I would provide a detailed work outline which included the hours and work performed. Both ****** and ******* agreed to pay their separate invoices at which point we did not hear back for over a week until I reached out to follow up and I was advised to contact the BBB. 

  
  We have been nothing but supportive, accommodating and available for ********************** and ******. We have expressed and continue to express that we are here to help. I offered a large discount not for error in work but in good faith and sympathy for the customer's circumstance. There have been several lengthy conversations between *******, our technicians and office staff. We have sent detailed emails and prepared quotes. We have made recommendations which were not followed. We have been forthcoming about our concerns. We have completed necessary repairs for system operation on both systems at a total cost of $5,565.62. We advised them that we did not design, install or ever service this equipment and we will not be held accountable for its problems.

  
  The only system with ongoing problems was ***'s. The repairs and work performed at ********* property have still not been paid regardless of system being operational for several weeks.

  
  To this date we have still only received payment of the $261.45.Our stance is refusal of payment for required, quoted, approved and completed work is not acceptable. 

  Customer Answer

  Date: 16/11/2023

  
  Complaint: ********
  
  I am rejecting this response (complaint for main house only - secondary well problem is under a separate BBB complaint) because the company was called out to restore water service for a reasonable time not for 1/2 day. AJ Pumps did push for us to install a submersible pump and other system upgrades as Option A but offered Option B as repair of the system to permit restoration of water service. Since we needed to get the water operating before making any decisions on how to proceed with system replacement or upgrades (given that my father is a pensioner therefore must spend what funds he has wisely) we chose ************* reason for initial refusal to pay the invoice was because the service for which they had been called out was not complete and there was no indication of what was included in the labour costs. Most professional service companies detail how labour and related costs are derived. I and my brother did have a conversation on a Wednesday with *** after he'd provided somewhat of a breakdown of the costs involved, and I agreed to pay the invoice (and requested a second one for the subsequent work) because AJ Pumps would not continue with doing the work requested until they were paid but right afterward they still would not proceed with the work until the following Monday. Unhappy with this continuous denial of service I contacted another water service company to obtain a 2nd opinion on an emergency basis. I was still going to pay the invoices on Thursday but when I called at 4:19 pm after my work day ended the adminstrator had left for the day. I'm thankful that occurred. The technician from the other company arrived at 3:00 pm and before 5:00 pm had corrected the ill-performed work of the previous technicians and restored water service, which has been operating steadily ever since without any leakage whatsoever. I am attempting to be as fair and reasonable as possible by being willing to have my father pay for the actual equipment installed and for reasonable labour to install the tank since I was advised that the foot pump was not correctly installed. I will not recommend to my father payment for work that did not serve its intended purpose. As the system my father installed about 50 years ago and managed to work quite nicely for at least 49 of those years is reaching the end of its life cycle replacements do need to take place and I am seeking quotes for such work to discuss with my father. However, given the shoddy work performance and unethical behaviour we encountered with AJ Pumps that work will not be conducted by them.
  
  Sincerely,
  
  *************************