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:04/17/2023

  Type:Product 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.

  On February 8 2023 I ordered a Sta-Rite Pro Storm Self Priming Pump ********** from Locke Well and Pump. When it arrived I opened the box and observed that the pump appeared to have been dropped. The wood platform to which it was bolted was broken and the pump support frame was bent. I installed the pump and observed that it leaked from the drain plug and when I touched the pump body I received an electrical shock. I installed an 8 foot rebar ground and directly grounded the pump but still received an electrical shock when I touched the pump body. I called and emailed Locke Well and Pump on Feb 23 (case number ******) and eventually on Feb 28 received a shipping label and approval to return the pump. In the interim I purchased a another new pump from a local supplier. I returned the pump via ***** on or about March 1st. On March 3rd I received a call from David D***** who told me that they had received the pump and tested it and found no stray electricity. I neglected to ask if the pump had been plumbed into water when tested. Mr D***** asked what I wanted to do to resolve the issue and I told him that I wanted to be refunded the purchase price of the pump to my credit card since I had already purchased and installed a new pump which worked perfectly and did not shock me when touched. He agreed (verbally) to refund my money. This has not happened and I followed up with an email query on March 8 as to when I could expect my refund. I received no response. The total invoice was $890.63 which included $103.59 for shipping. I would like to be reimbursed for the cost of the pump $739 and sales tax on the pump $48.04, a total of $787.04.

  Business Response

  Date: 04/17/2023

  ******, 

  Your order was refunded over 2 weeks ago.

  Please check your credit card statement. 

  Thanks

  Business Response

  Date: 04/21/2023

  ******* 

  The refund was completed as discussed. 

  Please see attached.

  Customer Answer

  Date: 04/21/2023

  
  
  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:01/26/2023

  Type:Customer Service 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.

  I ordered a well pump Jan 19, 2022. It was shipped and I received appx one week later. After installing it was determined to be defective. Locke well send me a return RMA # ******. The Pump was returned and received by Locke well on March 3-25-2022. After multiple attempts to contact them via email and phone calls (left messages on voicemail) no one has contacted me to resolve the case. The cost of the pump was $1367.32. Ideally I would like to be contacted by the business to resolve the refund.

  Business Response

  Date: 02/08/2023

  ***** 
  
  We were able to trace the pump back to March and found that it was submitted for warranty. The warranty was approved but unfortunately the follow through slipped through the cracks on our end. I have refunded your card in full and again apologize for any inconvenience this has caused. Please contact me if you have any questions. 
  
  Thank You
  
  David D

  Customer Answer

  Date: 02/13/2023

  
  
  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:07/21/2022

  Type:Product 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.

  I ordered a pump from Locke Well and Pump on 06/25/2022.
  I received it 07/05/2022.
  I opened the box on 07/09/2022 (I had surgery on 06/30/2022 and was unable to open until then) to find the outlet port broken off. Serial number and model number are attachments.
  
  I contacted Locke immediately and left a message since it was Saturday.
  
  I called again on 07/05/2022, a taped greeting asked for me to hold for the next available representative. I waited 26 minutes until I was required to leave a message, I did so.
  
  I called 2 more times that day with no response from the company, only the same 26 minutes on hold, never speaking to a person.
  
  I called daily the rest of the week (07/06-07/08) leaving messages each time, never speaking to a person.
  
  On 07/12/2022 I filed a "work order" with Locke receiving an email back stating that it was received. I have filed subsequent "work orders" on 07/15 and 07/20, in hopes that I would get a response. Nothing except a notification that my order was received.
  
  I've called again on 07/20 and 07/21, the same 26 minutes on hold and then leaving a message.
  
  I need this pump working! It injects chlorine into our domestic well water that has sulfur. I've had untreated water now in the house water lines and water heater since 06/25/2022. The water is horrific, doing who knows what damage to the water system.
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 8, 2022/08/09) */
  Customer ordered a chemical feed pump which was damaged by the shipping carrier. We apologized for the inconvenience for the damaged item and gave some options to him. Customer had opened an RMA ticket to address the issue. We sent customer a return label to return the damaged item so we can either refund or replace at the customers choice.