Complaints

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• Initial Complaint

  Date:19/09/2023

  Type:Order 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.

  We received a quote for drilling a well for about $7300 for 100 feet deep. We agreed and drill was drilled over two days and when they were done we were informed they drilled to almost 400 feet and got no water. Bill for the drilling alone was almost $19000 and then we had to pay another $4200 to another company to get it 'hydro fractured'. We did get a well but their quoting and invoicing process was not communicated well and the final bill was way higher than we expected. We did pay the bill but want future customers to be aware and would like to recover some of the fee is possible.

  Business Response

  Date: 28/09/2023

  September 28, 2023
  BBB Complaint #********
  
  To Whom it may ********
  Re:  **** HWY#***, ******,A384984
  WHSONS has been a family owned water well drilling business for the past 50 years.  I personally have been drilling for 36 of those years and have gained an extensive knowledge of the ***** in Plevna and the surrounding area.  A family member lives in the property adjacent to #****. I have been head of sales for the past 20 years.  Over the two decades, I have given the exact same sales speech to over **** customers. Having drilled several ***** in this particular block of land, I know that there are many deep ***** with very little water.  With that in mind, I know for a fact that in 2021,upon my first site visit the customer that I met was given the pertinent information - Depths of neighbouring ***** and that is a hard piece of ground to get water out of.  The quote you have produced was from 2022.  I would have given the estimate with the numbers for a 200, 300, and 400 well. This is standard procedure with all customers in Plevna.  It was here that he mentioned his daughter would be paying the bill.  I expected the information to be relayed.
  This job was attempted by another contractor prior to my first visit and they failed to get the equipment on site.  They did not return.  When I visited the site the summer of 2022, I had the same concerns.  I did not get to drilling due to the overwhelming amount of work during 2022.  At this point they were asked to try to contact another driller with all terrain equipment.  That driller does not work in Plevna.
  That brings us to 2023.  Contacted to do the job.  A new estimate was provided to the father at this time, and the same sales speech was given. 
  On our first attempt to get the equipment onto the property, we failed to get up the steep hill due to soft soils (sand).  We made 3 attempts.  Two tandem heavy trucks, 4 men, 2 half tons and a trailer were on site - tied up approximately 3 hours with no charge - at significant cost to WHSONS (diesel, wages and not drilling).  Could have left at this point and called it.   But no my crew and I spent another hour measuring and figuring out an alternate location that might work if a temporary driveway was put in and hedge removed.    WHSONS provided the customer with a contact name to get this work done. 
  During this time, the well depth was definitely discussed with the father as all of my employees heard me. The lead driller also mentioned it at the same time because of his experience in Plevna.  It was a group discussion. The team will collaborate this. 
  On Friday, August 18,2023, we were contacted that a lane was put in and the work could commence.  I assumed I was talking to the father and he was informed that the work would be done on Monday morning,August 21, 2023, giving ample time for anyone else to come and see the operation.
  Morning of August 21,2023, work started and was talking to the father.  Throughout the morning they loaded the car for a camping trip and left around noon. This didnt seem right to me at the time.  You have had water issues for years and we come to drill a new well after three years and you leave.  That day we stopped at 260 and left the machine set up overnight so as to perform a procedure called surging to the well the following day. 
  This surging in simple terms, means we force water down the hole with the hydraulics of our machine.  We can get to about **** psi pressure in the hole and tried to break some fractures open to get water.  This work 50% of the time and we do it on about 20% of our *****.  No extra charge for the set up and completion of this. We did it twice.
  There was no place for the water to go (i.e. no fractures) and it lifted a 33 ton machine off the ground with NO water.  Knowing that they were camping in the ****, we couldnt make contact.  On August 22, 2023, knowing the depths of the surrounding ***** we continued drilling to 380 at which time the well was surged again with the same results. Tools and equipment were removed. Waited for the father to get back from camping vacation.  Did not hear from them.
  This is when the 2nd contact called for the results and it was explained what the situation was and the well would need to be hydro fracked. Gave the contact information for this company.  When the well was fracked, I just happened to be going by and stopped to talk with the crew and owner to hear that they did get a decent flow out of the well (more than most of the nearby *****). 
  After this was all completed, on August 25 we started dealing with the 2nd contact and we realized that something was amiss. After dealing with the second contact there were concerns, changes to names on Well Record,  and complaints.  Had to call father and ask who the second party was.  Again, after three years, we admit that names can be forgotten; perhaps text messages for the Plevna job were from different parties. I realized that I had been dealing with two different people. 
  It was very apparent that I had given the pertinent information to the father, and it had not all been relayed to the 2nd contact. Perhaps I was talking to the 2nd contact on the cell telephone sometimes thinking it was the father.  I had been dealing with the father face-to-face and was thinking it was him on the phone as well.  So perhaps all the information you think I should have given to the client was given to the client, but not the right one. 
  As soon as I was told that someone else was going to pay the bill, I should have insisted that all parties be on site for the initial quote and site evaluation.  Then there would have been no surprises. 
  As of September 20,2023, all clients will have to sign a contract before work will commence so that this situation never arises again during my drilling career.
  There are public sites where water well records can be looked up free of charge.  Most of my clients have already been to this site before they contact me, and if they havent we encourage them to go online during most first contact phone calls. Customers calling prior to purchasing rural property are all encouraged to use this resource.
  We are very sorry that your experience with our company wasnt perfect.  We strive to make all our customers happy if possible.  We strive to do our best to get water for people that have challenging properties, like this particular lot.  We thought we were all on the same page.  Our reputation in the area speaks for itself.  Your expectation of a 100 well is unreasonable when there are at least 5 ***** on that hill that are between 314 and 400, with about 1 gpm.  One well, right next door is completely dry, and another is 350 with 0.5 gpm and a family of 3 living in the home.  Please find attached five well records for this particular parcel of land.  Note depths and flow rates. 
  There ARE shallower 2 ***** drilled several decades ago.  This was the issue we were trying to fix.  Your 2 well was not producing enough water to run a household and it is too close to a septic system, so should not be used because it is a major health & environmental issue.  The home had no water, and we were trying to rectify that.  
  We could have left the site the first time we were there, and there would be no water supply for your family.  Instead, we gave you a well that increases the value of your property and your ailing father can drink.  Water potability testing is your responsibility.
  Now, as for compensating you, before we even spoke and you filed your complaint, I had already given a $5.00/foot discount of the price of the well ($2,100).  I have covered about half of the cost of hydrocracking.    There was no charge for the 3-4 hours lost on the first attempt when we couldnt get onto the site. I think as far as the price goes, I have done what I can.  We would far sooner drill four 100 ***** and get full price and happy customers than one 400well and lose half of our profit and have an unsatisfied client. 
  We apologize for the communication breakdown.  I think we have addressed that issue and it will never happen again.  Most other drillers use contracts and we are the last to go to this system.  Our old school ways will go by the wayside.  By getting a written contract signed before any work starts, ALL parties will have the pertinent facts in advance.
  
  Regards,
  ********************
  ***************** & ******************
  
  (T)************
  (C ) ************ 

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20625152
  

  To *********************************** 
  Re: BBB Billing Adjustment Request Response 

  To begin, my husband ***** and I would like to thank you for your thorough response to our complaint and we are very happy to hear that you have already made some changes to the way you conduct your business transactions. We feel this was a very unfortunate situation of miscommunication, however from your response it does clearly state that you did indeed understand that we were the well purchasers and under the ******* Well Regulations the well purchasers are the only party that should be provided with work contracts, points of communication and well reports which clearly did not occur here. 

  We are aware that this well drilling was not a simple job to complete, however, we once again feel that a proper quote with the possible depths as well as clearly outlined expected expenses would have been appropriate. I can assure you that if we had been provided with a quote of over $20,000 we would have explored other options. We realize that you had to make more than one site visit, however it is worth noting we did comply with all of your requests regarding the temporary driveway and the well fracking both of these services were completed on time and on budget and to added expense to us. If this had been a repair on a vehicle a mechanic would never do repairs beyond ones in the original plan without calling and at least receiving verbal permission to do so. And under *************************** Act it is clearly written that the final price for all goods and services cannot be more than 10% over the original estimate unless you have agreed to new work or a new price. 
  We also take great exception to the idea that you were not able to contact us after your first day of drilling. One phone call or text to update us on the progress after day 1 would have again let us as the well purchasers decide what to do next. You were certainly able to contact us and our father in a very timely manner once the complaint was initiated so this argument about not being able to contact us simply holds no weight.  
  It is because of the reasons listed above that we feel we are being fair in requesting a billing adjustment for the drilling that was done on day 2 of the job 100 feet X $35/foot = $3500. We feel this is very reasonable as it is at the discounted drilling rate, it does not include the *** and paying this would be a show of good faith for this unfortunate situation. We are also requesting an updated copy of a well record that states we do have a well that is better than others in the Plevna area as you suggest as we are yet to see any official documents that has an updated flow rate.  We have also never received a receipt for paying the original invoice in full which is also concerning and a bad business practice. 
  If we reach an agreement and receive all of our requested items by Friday October 27th, 2023 we will close our file with the Better Business Bureau and there will be no negative record on your company moving forward. If you are not agreeable to this solution we may open a file with the *************************** agency, follow up on our concerns with the Ministry of the Environment and Climate Change and/or investigate possible litigation. 
  We are very sorry that this business transaction has come to this however we were quite disappointed and hurt that you did not offer any sort of billing adjustment for this huge, unexpected cost we incurred one that has had a large negative impact on our bank account. We are not people who would refuse to pay a bill in full, however we shudder to think of a $20,000 bill going to another family with children (like us) or an elderly couple on a pension.  Again, we were never debating your ability to drill ***** we are simply concerned that your lack of communication of prices, expected work and your overall business practices are not meeting consumer and/or regulatory expectations. 
  We hope to hear from you again soon, 
  Sincerely, 
  ******* and ************************;
  Owners and well purchasers of property