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:12/13/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** **********

  

  Business Response

  Date: 12/20/2023

  We have been working with you since August. Over the course of the last several months we have sent an estimate, received the well contract, and conducted a site visit. The property was in poor condition and needed excavation before we could successfully complete our job. We asked you to let us know when that was completed. Our office was notified on November 30th that the excavation was finished.  We let you know we would be coming to check the property so we could begin the work you need. However, before we could have that, we received your complaint from the BBB and the request for refund  of your deposit. Your refund has been issued and will reach you in 10-15 business days.We are sorry that we were unable to help you in the way you expected. Often this is a process and we did our best to assist you every step along the way. Customer satisfaction is always our priority. Please let us know if there is anything further you need from us. Thank you, ******** *****Office Manager

• Initial Complaint

  Date:12/13/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 just want my well to be drilled and given some type of time frame when this can be done
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 12/13/2023

  To Whom it may Concern,On October 23, 2023, our office sent an estimate to the complaint Ms.*****.On October 25, 2023, our office sent the Well Contract. At this time, the client's daughter, ******* *******, was then advised our estimated time frame was 4-6 weeks, weather depending, but that her mother was on our No Water list. Our no water list is our priority list that we try to push ahead of others that are already committed. Ms. ***** and Ms. ******* were advised that the permitting process could take longer than normal due to the holidays and the health departments being closed.We received the signed paperwork and deposit. Check number **** in the amount of $3,750 was received by our office on October 31, 2023. Proof of the deposit amount is attached below. A site visit was conducted on November 8, 2023 in order to file for the well permit. The application was sent to ********* Health Department. We received the approved permit 7 days ago on December 6, 2023 during that time, our office spoke to the ********* Health Department in reference to getting this permit completed. Ms. ***** and Ms. ******* called the *********Health Department several times throughout the permitting process. Both were told by our office personnel that once the approved permit was received, that our estimated time frame was two weeks weather dependent.Another site visit was conducted on November 29, 2023 Ms.******* was advised at that time there were trees in the way and would need to be taken down.Ms. ******* called December 11, 2023 and advised our office the trees that needed to be cleared were cut down. Our office informed our driller that the work was completed  Our office personnel told Ms. ******* said that she would advise our driller  and schedule another site visit so that we could ensure our equipment could be brought to site safely. Today December 13, 2023 our office personnel spoke with Ms. ******* again when she called requesting our time frame. We informed her that the well the equipment was currently on is taking a little longer from complications and she advised her our driller still needed to do a site visit before moving equipment to her location. This morning our office received an email from BBB with the customer's complaint. Our explanation is listed above. We do not feel this is a valid complaint as we have honored everything that we have advised the customer from the beginning. We were going to her site next, and now we will gladly return her deposit and take her off our list. I do not know where she came up with the amount of $4,700 but as shown below this is all our office received. We do not believe this complaint should go on record as it is not valid.Thank you, ******** *****Office ManagerBedford Well Drilling & Pump Co., Inc.*** ********** *************, **. *****P: ###-###-####F: ###-###-####