Complaints

This profile includes complaints for N.W. Poole Well & Pump Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  N.W. Poole Well & Pump Co.

  3500 Rolesville Rd Wendell, NC 27591-9134

  
• 

  N.W. Poole Well & Pump Co.

  PO Box 1958 Wendell, NC 27591-1958

  

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:02/13/2025

  Type:Sales and Advertising 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 to get assistance on a well issue where my water was very red with sediment that was clogging my plumbing. This business dug the well originally. After speaking with them they recommended a well clean out and scope of the well. I paid them $4300 and after the clean out there was little change in the water. Their technician even said the well scope was unsuccessful because the water was so murky. After a week and still no change I called them and they admitted they were aware that the water hadn't changed. I called 3 more times before they came out and checked a water sample. At that point they claimed the well clean out wasn't successful and they offered me a $300 discount if I purchased a $7000+ water treatment system. I had the same system quoted afterwards for half the price. They have refused any further refund.

  

  Business Response

  Date: 02/13/2025

  ***, I have reviewed the correspondence between you and our water treatment manager. I will copy and paste an email message he sent to you below because it explains the concept of the well cleaning better than I can. In every area of our business, we assess the problem with a customer's water and then we offer solutions based on our expertise and experience. In the issue of your well, with severe contaminant accumulation built up, it would have been negligible and unprofessional to simply recommend a treatment system for your well water. If we were to treat the water prior to cleaning the well the treatment system would have struggled to provide satisfactory effluent water. It would be like using perfume to cover odor rather than just taking a shower. 
  My water treatment manager continues to stand by the need for the well blow out and I agree. A water treatment system installation alone for your well water would have provided unsatisfactory results. Regarding the cost of the water treatment system, because every well is different and every well has a different water chemistry, we carefully recommended the system to address very high levels of source water iron and manganese, low pH water, and minerals making up hardness. I have no idea what your plumber quoted you so it could be comparing apples to oranges. When our manager met you on site the discussion with you was to not design a system that provided half measure. I can say with 100% certainty that we install very high-quality products not readily available from a box store, that have great warranties and exceptional local support. A plumber is great at plumbing, but they do not specialize in water quality. We specified a robust treatment system for your application at a fair price. We often receive customers calls with concerns regarding systems we did not install that are not improving their water quality and we discover they were not properly designed, not set up correctly, not maintained properly and/or low-quality equipment with minimal aftermarket product support. I hope you get the result you are looking for when the plumber installs your system but be sure that he/she will fully support this system, and the water quality results in the future. There is more involved in water treatment than parts and labor. A water treatment system must be installed and set up properly then fine-tuned with return visits as needed for each application, by qualified technicians. 
  Regarding the idea that you feel someone took advantage of you, I am sorry you feel this way. We do value your business, and we appreciate the opportunity to clean out your well so that whether we or your plumber were to install a system, you have a good baseline to dial in a treatment system to your source water condition. 
  Again, I am copying and pasting the email message from our water treatment manager below because it provides a good explanation. I feel he was very thorough in his correspondence (as I have seen from the emails he has forwarded me) and he said you were very delightful to deal with. I really appreciate that. 
  
  "When we first discussed your issues, you mentioned of poor water quality since the well was drilled and described symptoms that sound like very excessive iron build up and potentially iron bacteria colonizing. Based on your symptoms and the years of bad water quality (high iron) I informed you that a camera inspection with water quality this poor often results in needing to clean the well with an acidic solution, well brush and crane because of the accumulates on the walls of the well that exacerbates the water quality issues. As mentioned in our discussion, that does not change the source water quality and sometimes further filtration, or treatment is necessary. With that said, many well cleanouts result in water quality that is much better, and water treatment becomes optional to enhance decent water quality..."
  

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22934746
  
  I am rejecting this response because: The business clearly stated they based their recommendation after they reviewed my water which did not happen. Also, they verbally conceded that the well blow out was not successful and could not scope my well due to poor water quality. The well scope alone was $950. Therefore, I stand by my request for a partial refund.
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 02/19/2025

  We have reviewed the response submitted by Ms. ****** Since our last response to her complaint we have again gone over her paperwork and emails, etc. We performed the service that we agreed to perform at the agreed upon price. We have recently contacted Ms. ***** via telephone and email to discuss her dissatisfaction and come to an amicable solution. We were finally able to reach her via phone and gave her the option of further cleaning the well just to be absolutely sure the well was in optimal condition. Although we are satisfied with the initial results, we felt another well cleaning performed at NO COST to her would be a compromise we were willing to make. She has not responded to our emails nor has she returned our call after we briefly spoke to her so we consider this matter to be closed. Again, Ms. ***** has been nothing but pleasant to us and we appreciate her business.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22934746
  
  I am rejecting this response because: I have just now responded to the email from NW Poole and the offer to reclean my well at no cost. I spoke with ****** ****** on Tuesday and asked him to allow me time to respond to which he agreed. I am rejecting the offer and am attaching my response below. 

  ******, 
  
  
  While I do appreciate this as an attempt to improve the outcome of my service, I will respectfully decline this offer. I have spoken with multiple sources including but not limited to Nash County's Environmental Specialist for this area and as well as a local well competitor. I have also researched best practices for well cleaning through the ******************************** (****), of which you all are members. According to these resources, continuing with another well cleaning will not change the outcome for my water issues. In fact, it may stir up further sediment and cause more damage to my plumbing.
  
  
  I believe it is in my best interest to request a partial refund for the service I have already paid for and use that to combat my water issues by filtration. According to Nash county this is an ongoing issue and most of the new ***** drilled in this area are immediately receiving filtration systems. As a well drilling contractor providing these services in *********** I am sure you all were familiar with this when you received my call for assistance. Unfortunately, you did not follow best practice protocol to test my water prior to the service and you then scoped my well after stirring sediment, preventing the ability to see any issues with my casing. With those failures noted I feel warranted in requesting this refund.
  
  
  I am available by phone today to discuss further if needed. 
  
  
  Regards, 

  
  
  Sincerely,
  
  *** *****