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Business Profile

Water Well Services

D & D Well Pump Service And Plumbing

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Water Well Services.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    In Nov of 2023 I paid D&D Well (I also have water test results with the owner's other company's name on it - ********************** to install a whole home reverse osmosis system because I have a lead casing on my well. I just had a handyman out for a different job and he informed me that not only was the system installed wrong, but it doesn't treat the whole home. It is only treating one spicket. The system was also tied in too early so any water going to the ** is bypassing my water softener and iron filtration system. This issue has caused iron to build up in a lot of my appliances and pipes. It has caused my washer to break, issues with my dishwasher, my shower clogged from the oxidized iron in the pipes, and my bathroom sink faucet is now clogging.The company is not refusing to give me my money back or fix the issue. I have repeatedly gotten *** ****** on the phone saying she just needs to do __________ and then we can figure it out and then can't get a hold of her for another week. She even blocked my phone number. I had to use a different phone to call her and get her to unblock it. I have proof of payment, but misplaced the original invoice as I was moving when they installed it. I do have texts that say the system is a 5 stage reverse osmosis that removed 99.9% of lead and the system installed is not that. I would like a refund rather than having D&D fix this issue considering I can't even get them to call me back and they installed it improperly to begin with.

    Business Response

    Date: 12/09/2024

    I have directly made multiple attempts to settle this issue with our customer. To our knowledge our warranty has been affected due to another company changing or altering work preformed. This typically lapses coverage of our warranty, but we are and have been willing to make an exception for our customer. We apologize sincerely for any inconvenience this may have caused. We have offered her multiple resolutions, but the customer has not been willing to compromise and come to an agreement. Our customer was happy with the work preformed at the time of service. In this circumstances our company had not even properly received payment for work preformed, due to our customer paying an employee directly. We have offered for a water softner company to come in sub contracted and install an entirely new reverse osmosis system. With the bill to be paid by out company.  

    Customer Answer

    Date: 12/12/2024

    The company has failed to follow through on any of her "solutions", specifically where she said she would replace the incorrect system with the correct system. She repeatedly schedules appointments pretending like shell fix it and then cancels at the last second. When she says she would hire another company, it was again for a drinking water system when they were supposed to install a whole home system. When i informed her of this, she again quit replying to me. I have decided to move forward with legal action.

D & D Well Pump Service And Plumbing is NOT a BBB Accredited Business.

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