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:06/04/2024

  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.

  I called Springhill well and drilling for a problem with my water pump there technician came and pulled up the 20 ft section of pipe, at 80 feet we found the brake in the wire, he continues to pull up the pump and inspected the wire to the pump, he check the pump and told me that the pump is 15 year old and I should think about replacing it while he had it out I said no it's fine so he replace it and from the pump to the brake he reattach the wire with electric tape to the pipe repaired the brake and replaced the wire from there to the top and attached the wire to the pipe with electric tape, after the technician left I called them and asked how I could have a 15 year old pump in a well that they installed 7 yrs ago, the woman told me that she would find out, then two weeks later my wife pays them the balance and tells her that he only pulled it out to the break, I want the pump pulled at there expense and I want know if what is on my paper work is in the well, at 71 I truly believe that there's a scam going on seeing as I was told it was 800 to pull up the pump and inspected the wire and if it was the pump it's another2000 for the pump and the woman told my wife he didn't pull up the pump and I paid 800 so with what she said I over the phone I got over charge 400 by them saying he didn't pull it

  Business Response

  Date: 06/04/2024

  Hello,

  I stated on the phone to this gentleman. We pulled up the pump all the way to the bottom of the wire to make sure the wire was not broken down by the pump. Our technician did not say he checked the date code so we still dont understand why hes saying this. We told him we would gladly, pull the pump again at his expense. He declined and said he wanted us to do it for free.

  For the initial service fee, we even let him make payments for this because he couldnt afford for us to come out and fix it. We do not make payments plans normally only payment at time of service. Im a little disappointment in the blatant disrespect that this man has not only done to me, but my company. Attached to the correspondence on ******** as well as the image of the broken wire from his system. Like I said previously, we would be happy to pull the system at the Owners expense. I spoke with the technician and he had no clue what this customer was talking about. And then these people said he was a liar, and I should fire him. This is the only the second complaint Ive ever had on this  employee in 6 years of employment. The other complaint was because the people were racist. 
  The Well is functioning properly and there is no issues. We will gladly pull the system for an $800 pull charge that we are requesting before we step foot on their property. 

  Customer Answer

  Date: 06/09/2024

   
  Complaint: 21798612
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************* the tec pulled  the pump checked connections and date, showed me the date and suggested i get a new pump as this one is 15 yrs old, i denied as i dident have the money after he left i called spring hill well and asked them how a 15 yr old pump is in a well that they installed 7 yrs ago they stated that he must have read the code wrong and would get back to me, two weeks later when we made our 400$ payment seeing as i did not hear from them i asked about it, they stated that the tec only pulled to the splice, 80 ft, so i asked how fresh tape goes from the pump 150 ft to the top of the well, so now were at the top of the well, the only way to properly check connections is to pull it another 5 ft which the tec did and also checked the date , i am impressed with how thorough the tec was at his job and in showing me the date of the pump now i would like to know if there is a 1 hp franklen pump is in the well as the paper work or did the tec try to sell me a senior a pump that i did not need the only way is to pull the pump and i will not pay for there defence

  Business Response

  Date: 06/10/2024

  Hello,

  I said we will gladly pull the pump for a pull charge of $800 just like before. 

• Initial Complaint

  Date:09/11/2023

  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.

  On Sept 5, 23 we called Spring Hill well because our well appeared to have lost the prime. Pump was running, but no water. At first one guy came out and as soon as he looked at our setup stated that they do not work on above ground pumps! (Why would they not state this when we called for service?) Without doing any testing, his next statement was that we probably need a new pump and maybe a new well! We explained that the pump was working fine, but coming on & off frequently, loosing pressure quickly, then lost prime. We believed it was the foot valve. He began pulling up the pipes to get to the foot valve and said that the piping needed to be replaced. It was in fact very rusted and corroded. A few minutes later another truck pulled up to assist him. They replaced the foot valve and piping, put all back together and then attempted to prime the pump. They filled it up with water, and the water immediately went down. We were told we needed a new pump and it would cost upwards of $1800 for a submersible one. We declined and they gave us a contact for a company that works on above ground pumps. The next morning that company came out, attempted to prime the well. He stated, "it is not holding water, which indicates the water is going right back down into the ground. regardless of pump working or not, there is something else wrong" He then began bringing the pipes up to assess the issue, and found that the pipes were not replaced all the way down. A section of original pipe was left with 2 holes in that pipe. As he said, "that was your entire issue right there, the foot valve was most likely fine" Photos of piping with holes attached. I called Spring Hill well to discuss with owner and was told by owner that there was nothing she would do, period! She stated that we told her guys that we did not want anymore work done and we were charged for what was done. Clearly, either she doesn't understand how ***** work, or she runs a corrupt business. I will go to court!

  Business Response

  Date: 09/11/2023

  You started your conversation by threating me and ended it with a threat. I apologize for not communicating in the beginning while on the phone but based on your area jet pumps are very rare. When ************** arrived he told you from the beginning that we didn't work on your system  and didn't have  most of the tools to fix it and probably wouldn't be able to fix it, which is why someone else had to come out because he grabbed some extra products to try and help. It was communicated to him that it was an emergency and to please try and help in any way that he could. He gave you the options on what to replace and it was communicated to him that the different options that he was proposing wasn't an option for you. When the other company came out, the customer went with all of the options that were proposed the night prior. The cost that was given to you was less because the company put a used pump in your well, which why would someone have a used pump that still works should be your thought. After you told me that I cut ties with that company strictly because a pump works properly or doesn't. You got a lower price on something that someone else used and have no clue the longevity of it or how the company was able to acquire that pump. As a company we don't do that. The tech charged you a quarter of what we charge for what work that he did because he couldn't fix it. Even though it would have been able to be fixed the night before if you just took the advice that we were recommending. If you want to take me to court then please go ahead. I cant believe the way that you threated, slandered and treated someone that was trying to help but you were not willing to take their recommendations. Not only on this website but on our social media. 

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20575051
  
  I am rejecting this response because: The business response did not address our complaint.  The business completed work on our well stating that there was nothing they could do, that the issue was our pump. As reflected in the photos attached on the original complaint, the issue was not the pump, it was the holes in the piping which they missed.  I was charged for replacement of piping but only a portion of it was replaced leaving the bottom 4-5 feet of original piping with holes. As I already stated, we went with the submersible pump because our above ground pump works on our second well for sprinkler system, which we are already in the process of setting up. 

  My husband was not rude or threatening on the phone to the business owner.  From the beginning of the call the owner was rude, she had already spoken to the second well company and knew that her technicians were at fault and do not know what they are doing.  They do not understand the basics of well systems. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/02/2023

  You stopped payment on the check so still dont understand what you are wanting? You got everything for free. You got materials and labor all for free and slandered our company all over the internet because you didnt want to take our advice when we were out there and begged our technicians to help you.
  We know what we are doing. I simply asked your husband on the phone why did you not take our advice but took another companies advice that sold you a used pump.

  Business Response

  Date: 10/02/2023

  You stopped payment on the check so still dont understand what you are wanting? You got everything for free. You got materials and labor all for free and slandered our company all over the internet because you didnt want to take our advice when we were out there and begged our technicians to help you.
  We know what we are doing. I simply asked your husband on the phone why did you not take our advice but took another companies advice that sold you a used pump.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20575051
  
  We are not looking for anything at this point. It is obvious that you are not going to own up to your technicians lack of knowledge.  The fact that we decided to get the submersible pump with the other company is irrelevant.  That was not the problem with the well, as I have stated previously.  Your technician would have installed that pump for $1800 and still we would have had no WATER! I am not sure what your are not understanding about this? Nobody has slandered you all over the internet, we wrote an honest review of our experience with your company on a site created for exactly that purpose. Consumers have a right to make informed decisions before hiring a company.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/21/2022

  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.

  Spring Hill Well Drilling installed our well when our home was built. Our home is 2 years old. Long story short, sand and mud was flowing from the well and entering my home through the pipes. Spring Hill Well Drilling was notified and they advised me to run the well directly from the aquifer and this should resolve the problem. After numerous calls to Spring Hill Well Drilling they refused to help and only advised to continue to run my well from the aquifer. I have been directed to run my well for over 100 hours from the aquifer. It has not resolved the problem. After numerous more calls to Spring Hill Well Drilling and no assistance, my pipes, toilets, faucets and all water appliances are destroyed. As a final solution, Spring Hill Well Drilling advised me to steal water from a neighbor as a solution to my problem. When I told them that this was not a solution, I was told to call another well company. Horrible company with poor moral compass. Also told my 21 week pregnant wife, the water was safe to drink and bathe out children in without testing and knowing it was flowing mud from the well. Would not recommend.

  Business Response

  Date: 08/22/2022

  
  We originally spoke and we told you to run the well. You said it cleared up and did hear back from you for a few weeks. When we went out to your residence the above video was taken of the water clearing up coming straight from the well. We recommend to run the well over night and walked you through how to do it over the phone. You called a few days later and we discussed the next steps. I told you we were 6 months out for drilling and 2 months for emergencies and to ask your neighbors if you could hook up to their well until we could get to you. You told me that isn't an option and we're calling someone else. We haven't heard back from you until you left the above message on multiple ******** posts and out ****** page. You wanted us to repair it in this statement. I told you that we would repair the well that is out of warranty and you didn't like our timeline.
  See Attachment/File: 259CF512-73DF-4A81-B47B-A4326008D108.jpeg