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:11/13/2024

  Type:Service or Repair 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.

  Valley Pump was supposed to come out.Quoting us $2800 to replace the bladder on our pressure tank Once the job was done they sent an invoice showing Unauthorized charges and labor over $4400 with no contact, customer signature, or communication. They took all of our good parts, did a horrible job and none of us homeowners have no water pressure after they messed with things they should not have touched. I've requested a call back several times and still haven't received a call back. Why would we pay for unauthorized charges not to exclude none of the homeowners have water pressure after their services? Please help resolve these issues

  Business Response

  Date: 11/13/2024

  We got onsite and drained the pressure tank and installed the new tank. Then we turned the power on and the pump lost its prime and would not pump water.  We took the priming port loose and it broke unthreading it.  We quickly replaced the broken plumbing and installed a manual pump we have and primed your pump to energize. I made a deduction on the invoice already and deducted the overtime.  Things happen with ***** that are unforeseen, that is why we estimate and not bid.  We are passionate about saving everyone money when we can as we forward cost savings over to our clients.  The other times we worked for you the invoices were different than the estimates and had no problems.  Your system is very old and not many things have been worked on in decades.  If you have another problem that is causing low pressure it was not caused by us.  We replaced a broken tank and broken plumbing when there was not space to couple to.  Your glued pvc had no space to adapt to. That is why we cut the bad pieces out and only replaced that section due to money being tight.  The work we did was needed in order to restore water to the ************** Water System. If the few well drilling companies took liability for everyones old stuff breaking when we are working near anything old, we would not work on old stuff and definitely BID for that large amount.    

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22550996
  
  I am rejecting this response because:

  Before they came out, all of the homeowners had water pressure.  Now we don't. The estimate I signed wasn't around $2800, after they performed the work we asked,  they did more than what we asked them to do then invoiced me a $4400 bill with no communication. They require a signature on the estimate which I never was informed of the unauthorized work they performed.  And we still have not resolved the water pressure which was working just fine before 

  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 11/22/2024

  Hello, 
  
  We have come to a resolution with this matter. Please send me details of how to discontinue our complaint.  
  
  ****** McFarland 
  

  
  

• Initial Complaint

  Date:08/26/2024

  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.

  Date of replacement 7/22/24 of group B well pump. Estimate cost just shy 13,300$ Bill sent **********. paper check *********. Billing has over lapping labor charges multiple charges for same item. Had sit down meeting with company rep **** 7/30/24 agreed to reduce bill by 400$ Got a call from Vally Pump rep **** on 8/8/24 stating that an error had accrued and that they had forgot to bill for pump and that the bill would stand. When in fact the bill did include pump charge. and is on the bill twice On 8/17/24 I had to shut my well pump down due to a pump head pipe leak. A fitting had been fractured during Valley pumps disassemble or re assemble. ****** then replace said fitting they choose to keep going. I had to replace the well head piping during a lighting storm which was very dangerous. 2 of us had 4 hours labor. 30 min. travel for parts. ***** $ in parts. plus the 400$ that rep. **** said he would reduce bill.

  Business Response

  Date: 08/28/2024

  *********************** and ************** Water System,

  You called in emergency status out of water. We dropped what we were doing as we were booked out many weeks and came out the same day. The pump was not billed twice. The issue was in emergency status the estimate that we performed in a rush accidentally forgot to include the motor. The estimate was to budget as we did not have the equipment craned out of the well yet. On the ESTIMATE is a projection of what may be needed. When we had the equipment extracted we needed to replace the motor as well.  After we performed that work a fitting broke on the old existing plumbing.  We would have fixed that if the breakage was our fault. The estimate was not a bid. You got a new pump and motor and equipment because the existing was not able to be re-used. We only bill for equipment and services that are needed under time and material to protect ourselves and our clients. I hope to have a phone discussion sometime regarding this.

  *******************

  Customer Answer

  Date: 09/03/2024

  Complaint: ********... After noticing surging at the tap we went to the well and found a leak at the well head. Tried calling Valley Pump late Saturday afternoon, got an answering service. They wanted overtime charges just to speak with someone if they could be found? With 6 homes out of water and a leaking well head I and a licensed electrician decided we could repair ourselves much quicker. The leaking fitting ****** in picture was from being torqued on during either holding the pipe during disassembly which is more likely or reassembly? In either case who ever was holding the pipe wrench or expandable plyers would have heard and or felt the fitting crack... My electrician had pinpointed the problem as being the pump before Valley pump had arrived and they were informed of that finding. Labor ***** started taking the electrical pump control panel apart to test and try a new control. I sent a picture of ***** taking apart the control panel to my electrician and he immediately called ***** to stop him from causing unnecessary wasted time and expense, explaining that the test he performed had pointed to the pump being the issue ***** then agreed and replaced the control panel back on the wall. We have lots more pictures then I am able to up load here and my electrician is willing to testify to all I have explained here. I will be submitting my billing based on your labor rates in an effort to resolve.
  
  I am rejecting this response because: 
  
  
  Sincerely
  
  
  ***********************
  

  
  

  Business Response

  Date: 09/10/2024

  If the cracked pipe was caused by us then we would have fixed it on warranty during normal business hours.  We were there and serve our community to help you not harm you.  The techs onsite were checking as they were trained to do to make sure the controller was not the issue that was causing the domestic emergency. It was not so we stayed there to get your community back into water and that is what we did in emergency status even though we were booked out. In emergency status sometimes it is difficult to be perfect sometimes but it is something we all must deal with in order to restore your water immediately as we did.  What is it that you want? Is there anything that I can do to make you happy?

• Initial Complaint

  Date:08/07/2024

  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.

  Had valley pump inc come out for a maintenance on a private residential well. Was quoted $450 for the maintenance, several bags of salt, and a tech to answer technical questions about my system. The tech was not knowledgeable, was late, and was slow. Wouldn't normally complain about speed but they charge by the hour and drive time( to and from the shop) , both factors we weren't informed of until we got the invoice for $1600.. charged us for a diagnostic as well that I solved over the phone, because he didn't want to walk out the the well head. They did us a "favor" and lowered it to $1200. Valley pump had helped us in the past with an emergency situation but the above mentioned experience was in July of 2024. Won't be using or recommending again unfortunately..

  Business Response

  Date: 08/14/2024

  ****, ************************* & BBB,

  I apologize for the delayed response, I just got back from being out of state. I am the one that took the call and scheduled the service on 7/11/24.  What was quoted over the phone was that our service calls including drive time is $320.00 for the first two hours then is $320.00 per hour after the ** is used up, which was the same form 2022. Also I informed you of the cost of the Salt at $21.64 per bag and if sampling was wanted or desired it is $30.00 per test for minerals to see if the filter was working properly. I apologize he was 15 minutes late to the discussed window of the appointment which was 9 to 9:30 arrival.  He was held up at the office as he was out late at emergencies the night before.  He left the office at 8:41 and arrived at 9:45 and worked on your system as discussed until he left at 12:04 and the drive time ended at 1:25pm. If you had questions that the tech did not answer to your satisfaction onsite, we are happy to answer those questions.  I was personally onsite in 2022.  ************ have not raised since then.  We did not raise our rates as we are passionate about saving anyone any expenses we can.  The labor was the same and drive time was billed the same in 2022.  I am sorry that you are not happy with our services now.  The deduction that we did is all we could deduct.

• Initial Complaint

  Date:07/12/2023

  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.

  I called Valley Pump because my water pressure was low. *** came, and said I need a new pressure tank. He noticed the galvanized 90 degree angle on our plumbing and said it should not be touching any copper material. He said ask a plumber to change it. Your pressure tank right now is good for one month, I called a plumber to change the galvanized part, he said if it is not giving you any problem you shouldn't replace it. I told *** the plumber said not to change it if it is not giving me any problem. On June 8th, I went to their office and gave a check for $2000.00 deposit, the total amount for the job is $3,806.14. **** told me that in 2 days he will call me to schedule. Valley pump called on June 13th that they are available in the afternoon, or the next appointment will be June 27th. They came on the 13th, at around 2:40pm. At 6:00pm the technician told me, they are going home and I have no water. He said the 90 degree angle that they replaced with is not fitting right with the plumbing and the water is leaking. He said, " I don't have the right part for the plumbing. And we are already on overtime, we only work until 5:00PM. They came late and now on OT. I said I have water before you came and now you are leaving me without water? The technician said, if I keep your water open it will flood in your garage. I asked if they are coming back tomorrow, they said they don't know. I called the office the next morning, I said I dont have water, your technician didn't tell me until 5 minutes before they leave that I don't have water, when are they coming back?. He said he will call me back. *** called me back and said " you are accusing my technicians and went off on me, he said you know **** I don't want to work with you and I am frustrated with you", then he asked me do you want us to come back and fix it". I called another company to fix it because I am not comfortable to have someone who does not like to work with me and frustrated with me to fix my plumbing.Then I received a statement with the amount of $2, ******. They left me without water. Did not inform me that they are having a problem and dont have the correct part for the plumbing.Did not ask me if I want them to continue working and pay overtime.They installed the pressure tank blocking the door of my furnace. I sent them pictures but *** said I didn't have them fix my plumbing so they are not going to move the pressure tank. Their emails are insulting and humiliating.

  Business Response

  Date: 07/12/2023

  The emails back and forth are not to humiliate you. I am trying to have a discussion to educate you on how things went. When you were out of water and we were booked weeks out, I left my duties in the office managing to come out and help you due to your domestic emergency of not having domestic water the day you were out of water. I saw electrical problems that I fixed onsite and they were primarily caused by having a totally water logged/broken pressure tank. The tank and controls are located in the garage squeezed in between your filter and your furnace. We did not originally install your system like that in copper & galvanized. I explained to you onsite pointing out to you what exactly I was talking about. That is when I said I could probably get a temporary air charge in your broken tank like usual. That would give you about a month until either air needed to be put in the tank again or have the tank replaced. The tank was broken in such a way that I could not get the majority of water out of the air chamber of your broken tank. I told you that onsite along with your pump is also damaged due to your tank failure. A few years ago we installed a new pump and we saw that there was no air in the air chamber of the pressure tank and explained to you, your father and your son, and taught you all how to maintain the pressure tank and the water system and the filter system. I also explained that we recommended a new tank years ago along with the importance of the tank being the number one cause of pump failure. I pointed out the copper touching the galvanized that causes electrolysis and rots out your whole plumbing system. You said you were having a residential plumber onsite performing other work, is when I mentioned that the residential plumber could replumb those areas giving you the option of having us perform or them. That would have been a great time when I was pointing those issues out to inform us that your have had a leak that leaks every once and awhile right above that area within a few inches of where I was pointing out one of the issues. You paid the deposit and the next day we called wanting to come onsite as fast as possible so the short cycling system could be fixed asap to not damage your system further. I talked to you multiple times that overtime services start at 5pm Mon-Fri. We were not trying to have OT Ma'am, we were trying to save your system from failing and breaking the pump. Our goal is to save our community any expenses we can. We are booked out weeks all year round. But when people are out of water we come running to help people have water to survive on and we do not charge more for doing that. When the crew got onsite to replace the tank things went well until we were trying to adapt to the copper that had the leak that you never told us about. We were trying to save you from having to totally replumb the whole area. That day the crew was attempting to restore water by any means necessary to restore water. Having the tank encroaching the furnace door was not a big concern. The concern was trying to contain the leak that got worse when the plumbing was being worked on to restore domestic water. That was not possible and that is when the crew informed you that the area needed replumbing in which they were not prepared to perform on overtime, and we notified you that we would be back tomorrow to fix the issues. We were coming out to replumb the area and obviously move the tank from encroaching the furnace door. You called us off from fixing the issues. I believe we have been having communication. Not that we do not respect each other. We did everything we could to help you and communicated very well and directly for the years we have been working together until now. It is not our fault that your plumbing is rotting. We spent a lot of time and money to help you and your family and deserve to be paid for services rendered. 

  Customer Answer

  Date: 07/23/2023

   
  Complaint: 20308687
  
  I am rejecting this response because:
  We're not out of water before they came , thats why when I called Valley pump, I told **** they left me without water. The technician told me when they were about to leave " you will not have water tonight". I asked why, he said " we dont have the right oart to replace your 90 degree angle if i turn on your water , it will flood in your garage.  I said,  I have water before you came and now you're leaving me without water?

  They did not ask me if they can continue working ehile on overtime 

  They did not inform while ther working that there is a problem

  They  blocked my furnace door without informing me. It is common sense not to block a furnace door. 

  Sincerely,
  
  *************************

  Business Response

  Date: 08/03/2023

  Your system was needing emergency work due to your broken pressure tank short cycling your pump.  That is the number 1 reason of premature pump failure.  We rescheduled other work to attempt to help your emergency. Your plumbing that was rotten was the reason we went into overtime and not having the parts.  Your system was plumbed in copper.  Copper is not used professionally on well systems due to the ** altering throughout the year and seasons rot that plumbing. We only carry adapting plumbing to convert the plumbing to brass or pex.  We only knew the issue was happening when we cut into it to adapt to and also remove the copper into galvanized.  We were there to help you.  We were attempting to restore water and not short cycle your pump.  Your issue with your plumbing that we did not install was the issue. We deserve to paid for services rendered.

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20308687
  
  I am rejecting this response because: It is not true that my initial situationwas an emergency, it became an emergency when your technicans left me without water.  I mentioned more than once in my previous  emails that if it was an emergency, I would be running to your office the next day  after the initial appointment to give the 50% deposit as you required it before letting me know your availability. I waited for a few days before I went to your office. When I paid my deposit on June 7th, your office said that they will call me in 2 days, but I did not receive a call. I called on the 12th (Monday) and still didn't get an answer. Then in the afternoon, your office called and said that your technicians finished early,  (so you did not reschedule your other work to work on my pressure tank) and I have an option either that afternoon or on the 27th of June for a technician to come see me. If it was an emergency I would have said yes right away, but I had to call my husband first if he is available that afternoon, otherwise we will schedule it on the 27th because it was not an emergency. You replaced the 90 degree angle because you told me on the first appointment that galvanized shouldn't be touching a copper plumbing. You said I can ask my plumber and I did, my plumber said if you are not having any issue don't touch it, and thats exactly what I told you. But on the estimate, you included to change the 90 degree. Your technicians could have put the galvanize 90 degree back, so we wouldn't lose water that night since they don't have the correct part. After they changed the galvanize part, that's where the problem started.

  1. You keep claiming that it was an emergency- it wasn't we had water before you came. When you left we had no water and that's when it became an emergency. During the first appoinrment you said that my pressure tank is good for a month, we had water even before our first appointment.  It is NOT an emergency.

  2. You are claiming that you rescheduled your other work- it is not true because you finished your other work early and asked me if I would like you to come.

  3. Your technicians did not inform me while they are working that they are having a problem, and that they don't have the right replacement for the 90 degree

  4. Your technicians did not ask me if I would like them to work on overtime, and even with that overtime that you are claiming you did not even finish your work. You charged an extra hour of overtime for your technicians travel time until they reached home. You came late in the afternoon, if you came in the morning, you probably didn't have to stay overtime.  My situation became worse after your technicians came - I lost water.

  5. As the owner of the home and as a customer, I have the right to know what is going on, not letting me know 2 minutes before you leave that my garage will flood if you open my water, because you don't have the correct part. And not knowing when you are coming back because you already have scheduled appointments.

  6. You blocked my furnace door. It is common sense not to block the furnace door. Your technicians should have informed me before installing the pressure tank that it will block my furnace door. I have the right to say NO, don't block it. You even expected the other company to correct your mistake as you have written on the email. Or as you have offered, you will correct your mistake but I have to pay you.

  7. All I said to **** the next day was, "I have no water, they didn't tell me until they were ready to leave. When are they coming back?" **** said, "Yes they are just telling me now. I don't know. I will have *** call you". 

  8. You called me and the first thing you said was, " You are accusing my technicians". Then you got very upset and told me on the phone" You know ****, I don't want to work with you and I am frustrated with you". Then after that you asked me " Do you want us to come back?" You know that I have no water and you have the advantage to ask me that question. The trust is lost, why would I have someone who does not want to work with me and  frustrated with me fixed my plumbing. 

  Sincerely,
  
  *************************