Complaints

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• Initial Complaint

  Date:06/10/2024

  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.

  On May 29th A1 Quality Well Service technician can to replace the filter material in our whole house water filter to remediate the iron in our well water. For the second time the system did not work after that service appointment. Last time the devise that regulated the pump no longer worked and it was around $500 to replace it. This time we were told that the board wasnt working and he did not charge to replace that because of the issue the last time. But he said since the system was completely nonfunctional- the rust in the water was as bad or worse than before they came, and the backwash was running constantly, we now needed a new tank. This causing a concern that our well pump would burn out. We called and told them we were going to get two bids to determine what company we would go with. We did not realize that A1 would not deal with the urgent issue of the water constantly running. We got a call someone was on the way over but no appt had been set and we were not there. When we called A1 the next day and asked when someone would be here to deal with the backwash water running. We were told that they had tried to come the day before! No suggestion about what could be arranged. We asked what we could do ourselves to preserve the well we were told we could unplug the unit, so we did. The backwash continued to run. We got a reply from one of the companies we were setting up for a bid and they told us that the well pump could burn up, and that there was a valve on the back of the system to turn off the water completely to preserve the pump. Now we have no water coming into the house at all.

  Business Response

  Date: 06/28/2024

  We did perform a service of rebedding the clients iron filter on May 29th, 2024. The service included changing the media in the iron filter, which is the correct process for servicing the filter, and we have done so multiple times for this client. We also changed the switchboard at no cost to the client. When the filtration system was put back together, everything was functioning correctly according to my technicians. While my technicians, ****** and ***********************, were there he checked the pressure tank as a courtesy, which is completely different from the iron filter. The pressure tank is what tells the well pump to turn off and on. Theirs had failed and was causing rapid cycling of the well pump which can lead to the well pump failing. ***** was notified of the pressure tank failing and she said she would make arrangements for us to perform the replacement. She did not call the office to schedule that appointment. 

   

  On June 5th,  I received a phone call that her filter would not come out of backwash. I told her I would have *******, my husband and the owner of the company, come out the next day to evaluate the issue. We did not set a time and she did not either. She also asked that we replace the pressure tank while we are there. She then called me later and said she DID NOT want us to replace the pressure tank and only wanted us to fix the filter. On the morning of June 6th,  ******* attempted to call her multiple times to let her know that he was on his way to her home. I also attempted to call her multiple times with no reply. At 11:50 am, I sent a text message stating that ******* would be there in **************************************************************************** ******* at this time. At 12:05, She responded and said "we are not there until afternoon". I responded with "okay well he was almost there. He won't be able to come today then. We will have to reschedule." I did not get a response from her. She later called and I said I would have someone come out the following week but did not know an exact date. I walked her through how to turn the filtration system off and she said she would do that. I told her that she would need to unplug the filter and turn the valves off to stop the backwash. She did not follow up with any questions or concerns about the filter continuing to backwash. 

   

  I sent her a text message on June 11th at 10:25 am stating "Hey I was going to see if sometime tomorrow (6/12) afternoon would work for ****** to come out." She responded at 1:05 "sorry, who is this?" and I said "***** with the well company." That is when she replied "Nope we are done with your lack of service". (See text message screenshot below) 

   

  One thing to point out in her complaint, the iron filter constantly backwashing and the pressure tank failing are two completely different issues. I am not sure why she does not have water coming into the house now. When we left on 6/5/24, she had water in the home. She did not call me once stating that she was without water. The filter being off does not cause water in the home to stop. The filter is simply bypassed if she turned the valves off correctly like I had instructed. My understanding from her message on 6/11 was that she did not need our services anymore so I assumed she found someone else. 

   

  Last year when we serviced their filtration system, my husband and I had determined we were no longer going to work for them. We were on vacation when ***** called to make the initial appointment to have the filter serviced this year and the person answering and scheduling appointments was unaware we did not wish to work for them anymore. We felt we had to honor the appointment that was made. ***** and her wife both have spoken to my technician in a degrading and unacceptable manner multiple times. They also have constant complaints about their water and unrealistic expectations for how much iron can be removed with one filtration system, which we have discussed with them before. They would call us multiple times, all hours of the day. My husband nor my technicians feel comfortable working with them. 

   

  Please call with questions or concerns and I will be happy to do anything we can to resolve this issue. 

   

  Thanks, 

   

  **********************;

  A 1st Choice Well Service