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  Fehl Safe Water Systems LLC

  Myakka City, FL 34251-8834

  
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  Fehl Safe Water Systems LLC

  10715 Robinson Rd Myakka City, FL 34251-9485

  

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:12/26/2024

  Type:Service or Repair 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.

  Last year I hired **** safe to install a new well pump and pressure tank for $1`930. Within days the pump failed, they came out to fix it, two weeks later same issue. In our first year with this brand new pump it failed 8 times and needed to be warrantied, the pump was never replaced again and the fixes kept failing. Eventually the company told me I would have to dig a deeper well because my water table was lower than 35 feet. For this new repair they quoted me $4300. ********* I called another company. He was able to fix the issue in about an hour and did not dig the well deeper, In fact him and I measured the water table together, my water table was at 11 feet, not 35+ as **** had said. Now that we contacted them to ask them for pay for the repair they said it was our fault, had a big attitude with us and said they would remove the pump, leaving me and my family w/o water and refund us 75% of the cost because they are a "fair" company. The pump, pressure tank and foot valve (which was plastic and against code, and caused the issue) was installed by ****. Someone who represented them selves the the owner named ****** tried to fix the issue, each time trying to charge us for a service call even though we were under warranty. My pump had water leaking from the intake side causing my brand new pump to be covered in rust, he told me this wasn't an issue at all and that I should ignore it. Throughout the year the pump was pulling so much air from the well, due to the failed foot valve that multiple seals busted. This has been my worst experience with a construction company in my life. Not only do they use ******* quality parts and faulty craftsmanship, but every interaction was rude and abrasive. From the woman in the office to ****** in the field this company is a clown show. And to top it off all of this work was completed without a permit. If you want your water to fail nearly monthly and be left without the ability to cook, shower or clean, give **** Safe a call!

  

  Business Response

  Date: 01/15/2025

  As you can see per the screenshots they hav Only called us twice. Once for the day it was installed and another time shortly after which as they stated we came out to fix. If you look at the jobs you can see that the only othe charge for them was for $215- a water softener related issue. Irrelevant. The claims that we told them the well needs to be dug deeper is false. They even have sent me emails claiming that we "dug" the well deeper which is false. All we did was install a new jet pump. After we found out they were having repeated issues we decided to look further into it and gave an estimate on december 5th.(Attached) This estimate included crediting the amount they paid for the original pump and installing a submersible pump inside the well. (The pump they have now is currently an above ground pump) These pumps are not able to pull water from the well once the water level reches 25ft or below. Just because the (static) water level or visible water level in the well is 11ft does not mean that once the pump kicks on it is going to stay at that level. (the water will draw down) In this case below 25 ft.

  They called a Company(Invoice attatched that they sent me ) that supposedly fixed the issue on december 6th. If they "fixed" the issue then why would they tell me on december 17th "Additionally, today our pump stopped working, leaving us without water. This is now the sixth time in the last eleven months we have been without water after a new pump installation by your team." (also attached) Also what this other company fixed was not anything that my company had touched nor did they reach out to us to check it out or provide picture evidence they they were fixing a part that we installed.

  They state "The pump, pressure tank and foot valve (which was plastic and against code, and caused the issue) was installed by Mark." ***** off there is no code about plastic anything at all for a pressure tank, a pump or a foot valve. Second, the company that they had out to fix what we did that was "against code" installed pvc(plastic)pipe and fittings which completely contradicts their claims about being against code-there is none. And third *********** never installed a footvalve. (see attatched)

  "Not only do they use ******* quality parts" We (**** Safe) and the other company they used (New Life) Get our parts from the same supplier. i know them personally.

  "And to top it off all of this work was completed without a permit."- There is no permit required. Ask them if new life well pulled a permit....They did not. Call the county and ask if its required

  Please see attatched ****** search on the depth that jet pumps can pull water from. Hence why we recommended a submersible.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22731877
  
  I am rejecting this response because:

  **** Safe- As you can see per the screenshots they hav Only called us twice. Once for the day it was installed and another time shortly after which as they stated we came out to fix. If you look at the jobs you can see that the only othe charge for them was for $215- a water softener related issue. Irrelevant.
  KP Response - This is incorrect, see screen shots. We called twice on 9/3/24 twice on 9/4/24 once on 10/14/24 and three times on 12/5/24. And thats since I got a new phone in September. **** safe came out initially on 12/26/23 then again on 1/2/24, then 3/18/24 then 12/5/24. This is the minimum number of times they were out. This is because when ****** shows up, he doesnt call or text in advance. ****** was here at least 3 times as well.  ****** also showed up without a text once. (Screenshots included)
  **** Safe - The claims that we told them the well needs to be dug deeper is false.
  

  KP Response - They are not false,you said we need to pull water from deeper, even though our water table is at 11 feet.
  

  **** Safe They even have sent me emails claiming that we "dug" the well deeper which is false. All we did was install a new jet pump. After we found out they were having repeated issues we decided to look further into it and gave an estimate on december 5th.(Attached) This estimate included crediting the amount they paid for the original pump and installing a submersible pump inside the well.  
  

  KP Response - This is a complete fabrication, they can try to markup their estimate now that theyve been reported to the BBB but I have attached the initial estimate, there is no discount. You will see the market price for a submersible pump is not $8550. (Screenshot included)
  

  **** Safe- (The pump they have now is currently an above ground pump) These pumps are not able to pull water from the well once the water level reches 25ft or below. Just because the (static) water level or visible water level in the well is 11ft does not mean that once the pump kicks on it is going to stay at that level. (the water will draw down) In this case below 25 ft.
  

  KP Response - Again, this is not reality, we had one issue with our pump since the other company had a look at it, and it had nothing to do with water level, it had to with electrical contacts on the pump. Since **** safe installed a plastic foot valve that failed our pump was running none stop, causing it to overheat, which lead to multiple seal failures as well as frying the contacts. When this happened, the pump wouldnt kick on. So, I went out there and filed the contacts down so the pump would work. If the BBB would like to send someone out to look at the contacts and prove they were fried I am all about it, assuming that person is not from **** Safe.
  
  **** Safe- They called a Company(Invoice attatched that they sent me ) that supposedly fixed the issue on december 6th. If they "fixed" the issue then why would they tell me on december 17th "Additionally, today our pump stopped working, leaving us without water.This is now the sixth time in the last eleven months we have been without water after a new pump installation by your team." (also attached) Also what this other company fixed was not anything that my company had touched nor did they reach out to us to check it out or provide picture evidence they they were fixing a part that we installed.
  

  KP Response - This is explained above. This also tells you about who **** Safe is as a company, they said Id need a new submersible pump because mine wouldnt work. Why would I call them for service again the next day? Well we still have water to this day since New life worked on it. We clearly and specifically told **** Safe not to reach out to the other company, and yet they did anyway. Incredibly unprofessional. New Life has been amazing, no one is questioning their work. Although they did not have good things to say about you ******.
  
  **** Safe - They state "The pump, pressure tank and foot valve (which was plastic and against code, and caused the issue) was installed by Mark." ***** off there is no code about plastic anything at all for a pressure tank, a pump or a foot valve. Second, the company that they had out to fix what we did that was "against code" installed pvc(plastic)pipe and fittings which completely contradicts their claims about being against code-there is none. And third *********** never installed a footvalve. (see attatched)
  

  KP Response - **** safe did install a foot valve. When **** come out he said I changed your pump and pressure tank,I even put in 15 more feet of pipe and a foot valve for free. Their bad documentation should not be my liability. No one is arguing that PVC pipe cannot be used. I am saying pvc foot valves are not supposed to be installed below grade,anything below the surface should be brass, so that it does not break like the plastic one you installed.
  
  **** Safe- "Not only do they use ******* quality parts" We (**** Safe) and the other company they used (New Life) Get our parts from the same supplier. i know them personally.  "And to top it off all of this work was completed without a permit."- There is no permit required. Ask them if new life well pulled a permit....They did not. Call the county and ask if its required
  Please see attatched ****** search on the depth that jet pumps can pull water from. Hence why we recommended a submersible.
  

  KP response - Again, there is no issue with the water table, if ours was low so would everyone elses in the area with a surface pump. But that is not the case. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 01/16/2025

  KP Response - They are not false, you said we need to pull water from deeper, even though our water table is at 11 feet.

  ****- your water table is at 11 feet yes(static water level) when these pumps kick on they can draw that water level down 20 ft . Those pumps will only pull from 25 ft

   

  KP Response - This is a complete fabrication, they can try to markup their estimate now that theyve been reported to the BBB but I have attached the initial estimate, there is no discount. You will see the market price for a submersible pump is not $8550. (Screenshot included) 

  ****- the screen shot of an $8550 payment was uploaded by mistake as you can see not associated with this job at all.

   

  KP Response - Again, this is not reality, we had one issue with our pump since the other company had a look at it, and it had nothing to do with water level, it had to with electrical contacts on the pump. Since **** safe installed a plastic foot valve that failed our pump was running none stop, causing it to overheat, which lead to multiple seal failures as well as frying the contacts. When this happened, the pump wouldnt kick on. So, I went out there and filed the contacts down so the pump would work. If the BBB would like to send someone out to look at the contacts and prove they were fried I am all about it, assuming that person is not from **** Safe.

  ****- WE NEVER installed a plastic foot valve or any foot valve for that matter which would require us to go into the well. (See attachment of invoice) It is possible that your original foot valve did fail after the pump was installed which would cause the pump to lose prime. But it doesnt justify you getting a refund when we didnt touch or install a footvalve down the well.

  KP Response - This is explained above. This also tells you about who **** Safe is as a company, they said Id need a new submersible pump because mine wouldnt work. Why would I call them for service again the next day? Well we still have water to this day since New life worked on it. We clearly and specifically told **** Safe not to reach out to the other company, and yet they did anyway. Incredibly unprofessional. New Life has been amazing, no one is questioning their work. Although they did not have good things to say about you ******.

  Based on our experience and expertise reccommending a new submersible and crediting you for the jet pump was the best way to fix the issue. Okay so it is still working which means new life fixed it for now.... but nothing they repaired had anything to do with what we did since their repair was down the well. You told us not to reach out to what company? We didnt reach out to any company? Proof? They didnt have good things to say? completely irrelevant and bad mouthing another company is ACTUALLY ***************** dont talk about working with a professional company. 

  We sent you an estimate to fix what we believe would resolve the issue if what we did actually truly caused the issue for your pump not to work i would be more than happy to pay you for the work new life did. But we DID NOT CHARGE you for any of the times we came out to diagnose the pump after installation nor did we do any work down the well below the well seal which is what they fixed. So how can you ask for a refund for the pump installed? The pump we installed is still functioning right?

  KP Response - **** safe did install a foot valve. When **** come out he said I changed your pump and pressure tank, I even put in 15 more feet of pipe and a foot valve for free. Their bad documentation should not be my liability. No one is arguing that PVC pipe cannot be used. I am saying pvc foot valves are not supposed to be installed below grade, anything below the surface should be brass, so that it does not break like the plastic one you installed.

  ****- Do you have picture proof or as you say documentation that New Life removed from the well that we supposedly installed? You are correct no check valves in the well should be pvc they should be brass but above the well casing can be pvc

  KP response - Again, there is no issue with the water table, if ours was low so would everyone elses in the area with a surface pump. But that is not the case. 

  ****- Not sure where you get this misinformation but that is not true at all. Every well is different. If the new foot valve resolved your issue and you dont need a submersible gret but we will not reimburse you for something that is working or reimburse you for something fixed that we did not do

   

   

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22731877
  
  I am rejecting this response because:

  ****- your water table is at 11 feet yes(static water level)when these pumps kick on they can draw that water level down 20 ft . Those pumps will only pull from 25 ft
  

  KP- Again, we havent lost water once since the original,incorrect foot valve was replaced.
  
  ****- WE NEVER installed a plastic foot valve or any foot valve for that matter which would require us to go into the well. (See attachment of invoice) It is possible that your original foot valve did fail after the pump was installed which would cause the pump to lose prime. But it doesnt justify you getting a refund when we didnt touch or install a footvalve down the well.
  

  KP- Again, **** stated I even put in 15 more feet of pipe and a foot valve at no cost. I am not sure why your team offered to do it for free and did not make record of it.
  
  **** - Based on our experience and expertise reccommending a new submersible and crediting you for the jet pump was the best way to fix the issue. Okay so it is still working which means new life fixed it for now....but nothing they repaired had anything to do with what we did since their repair was down the well. You told us not to reach out to what company? We didnt reach out to any company? Proof? They didnt have good things to say?completely irrelevant and bad mouthing another company is ACTUALLY ***************** dont talk about working with a professional company.
  

  KP- Again, no credit was ever offered, this was completely made up after this complaint was filed. It has to do with the wrong foot valve you installed. This is all childish, if you want to do poor work, do poor work, but face the bad reviews. You installed the wrong part and now will not own up to it.
  
  **** - We sent you an estimate to fix what we believe would resolve the issue if what we did actually truly caused the issue for your pump not to work i would be more than happy to pay you for the work new life did.But we DID NOT CHARGE you for any of the times we came out to diagnose the pump after installation nor did we do any work down the well below the well seal which is what they fixed. So how can you ask for a refund for the pump installed? The pump we installed is still functioning right?
  

  KP- Per New Lifes diagnosis, the cause of the constant malfunctioning was the incorrect part installed. The only people we had work on the pump prior to this time calling New Life was **** Safe. So Im not sure how else that part would have gotten there if not for **** Safe. From the beginning, we have asked you pay for New Lifes work, since the pump was still under warranty at that time and your team could not diagnose the issue appropriately. We accept to have the billed from new life re-imbursed. You can mail a check to our address. BBB we will report back once we receive re-imbursement. 
  
  Sincerely,
  
  **** ******