Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Water Well Drilling

N.W. Poole Well & Pump Co.

Reviews

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

Find a Location

N.W. Poole Well & Pump Co. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Review Ratings

    1/5 stars

    Average of 1 Customer Review

    Want to share your experience?

    Leave a Review

    Review Details

    • Review fromBonnie D

      Date: 12/07/2023

      1 star

      Bonnie D

      Date: 12/07/2023

      I recently lost water pressure and eventually ran out of water at my home. I called NW Poole because I thought I needed a new water pump. Sure enough, that was their diagnosis after I was already out of water for a couple of days. Ok - let's install the pump. ...THEN the employees told me I was out of water... and either needed a new well or to get on county water. They didn't measure the water level correctly evidently and even told me they couldn't measure it without lowering a piece of equipment into the well, and that would probably break some pipes on the way back up. Knowing I couldn't afford a new well I opted to get on county water. It took a lot of my time, money and a day off of work to arrange everything. I had to find a plumber, get his license number and purchase his permit and pay over $2000 (the price of a well pump) to hook me up from the street. Arriving the very next morning, my new plumber said I needed a new well pump! This plumber actually opened the top of the well and said you have lots of water - look. I did and the water was quite high and visable to me. He asked how did they measure the well without taking the top off? I had no clue. So he replaced my pump and I had water to the house. When contacting NW Poole to request a refund for a wrong diagnosis, (wasting a whole day of my time and money by setting up one of their recommendations - getting on county water) they instead wanted to argue with me. They were taking their employees word for everything instead of listening to their customer. They said I refused to have a well pump installed cuz of money. Untrue. They gave me the option to get a new well or get on county water. It was their word against mine - they believed their employees. I've worked for many companies over the years and know that when in business, 9 times out of 10 - "the customer is always right". This is a BAD business practice, in my opinion. It's not about the money at this point. It's about integrity.

      N.W. Poole Well & Pump Co.

      Date: 12/08/2023

      As we have already responded to ****************** ad nauseam when she blasted ** over social media, our company has been in business for over 75 years. We have tried to explain this to this customer, as we do anyone in this situation, she has a BORED well. A bored well is a shallow, hand dug well which is designed to hold surface/rain water. In times of drought as we are experiencing now (and even with measurable rainfall) a bored well does not adequately produce enough water to sustain continued use. If a considerable amount of water is used and then the water is not used for a period (sometimes even just overnight) the well can recover. This is why bored ***** are no longer installed and equipment has allowed companies to DRILL new ***** with machinery which allows water storage and can use water from groundwater rather than surface water. When we went to this customer's home, her bored well was low, which we determined by using a water level indicator, but also something we already know based on the reasons above regarding a bored well. Our employees did tell the customer that we could install a new pump for her, to which she responded that she didn't have the funds for a new pump (which she later reiterated). They also informed her-as we always do to any customer because that is our job-that a pump would be a temporary fix because she had a BORED well. Eventually the water level would decrease again and cause her pump to burn up AGAIN and she would be back to where she was. The fee she states that we charged and would not return is a service call fee of $175 to diagnose her problem, which we did. We are thankful that we did not move forward and install her pump or she would be even more displeased when, as stated previously, the water level dropped again and the pump burnt up and was no longer of use. We are a well drilling and pump installation and service company. We would never recommend that a customer hook on to county water unless that was a last resort...because we are in the business of drilling water *****. Again, we have been in business for 75 years and there are some things that have remained the same since we began...including the fact that we treat our customers, vendors, etc the way we want to be treated. We will give customers our honest diagnosis and because we know most people are budget conscience we don't want anyone to spend money they do not need to. As this customer speaks of "integrity", it would be highly unethical not to give a customer all of the facts of their situation. We are not in the business of upselling and pushing products, we are in the business of educating the consumer and providing a service. Again, we do stand by our employees because this is how they have been trained and taught. We are a small family business and we would not have told our family members anything differently than what we told this customer. If you wish to learn more about bored ***** versus drilled *****, you can contact the environmental health department of your particular county and he or she can discuss it with you or direct you to online resources.

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.