Complaints

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• Initial Complaint

  Date:11/05/2024

  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.

  I tried to resolve my issue with this company. I asked as the bill was VERY high for “routine maintenance”. He stated that it was not routine maintenance and he didn’t know how the well was running without his proposed fix. I mentioned that the well had been running since 1976 without these items and they weren’t needed. He said this was the problem.
  
  Every time a well servicer has come to the well, the electrical ballast for the well needed to be replaced. It is a humid environment and there is corrosion on the capacitors typically. This plumber did not even check – he simply did his fix (detailed in the BBB review). Note - there was a snake in the pit. If he wouldn't service the well with the snake - that's fine: Say that and move on. He instead did this very expensive fix and wouldn't budge on price or see my side of the story.
  
  I was looking for a reduction in the bill, and he responded how his truck cost $250,000 and since it was a community well I could pass the cost on to the others.
  
  I paid the bill in full.
  
  I placed a poor review with the BBB of WI and a poor google review detailing my experience (on the BBB site). He then went to the DNR and reported the well as being non-compliant and notified the WI DNR. Note – he has serviced this well multiple times now and only reported it after the expensive service and refusal to work with me on the high bill.
  
  As a business, this is retribution and extremely petty. He was paid in full, and sought revenge against a fully paying customer! Childish, petty, and all around unprofessional.

  Business Response

  Date: 11/11/2024

  We welcome reviews whether positive or negative.  I am required by our state DNR to inform and
  report any systems which are not in compliance with our state codes. This was
  not done out of revenge or retribution as this customer states. The customer
  states I have been there several times over the years.  This recent service was my second time to this
  property, the first time was 2 years ago.
  The recent call to the property. Yes, the customer called to
  have me come and look over the system to make sure the system was working properly.
  When I arrived the customer’s father and I walked over to where the pressure
  tank and control box are located, and we both heard the system cycling on and
  off.  Diagnosis, the system was not
  working properly, and I discussed with his father what steps would need to be
  taken and the father was also on the phone with the customer during the repair.
    I
  was not the original installer of the system so, until I pulled up the Well
  pump, I had no idea that bleeders were not installed into the system.  In my first response to his original complaint,
  I explain the measures taken to correct the issue and why.  The control box was not the issue this time.  The customer states because of the four-foot snake
  in the pit, I would not go in the pit to service, and I should have moved
  on.  One, I had no need to go down into
  the pit when I and his father heard the pump cycling on and off.   Secondly,
  the customer had every opportunity to speak with me since he was on the phone
  to his father at the time. Which at that time he could ask how much it may cost
  or to say not to move forward. He did not. With the cycling on and off and if the
  issue was not taken care of, the Well pump would eventually fail.  The cost to replace the pump, control box and
  the installation of the bleeders would be required and much more costly.  Later, I talked with the person who maintained
  the system for years prior to me.  In our
  discussion, he mentioned the customer was told a few years ago that the pit was
  not legal and the tank would need to be moved elsewhere. I also learned the previous
  person also would add air to the tank sometimes twice a year and change control
  boxes.  The customer received copies of
  the state code and what the requirements are for the pit along with the
  non-compliant form. The pit had standing water in it, along with a snake which
  is considered unsanitary; as well as; a pit can no longer house a pressure
  tank. If the pit is to be used for valve pit, it also needs to be watertight
  and sanitary and meet strict codes. The customer also received water tests at
  no charge.  When I contacted the customer
  to let him know I had to return to take water samples to be tested because that
  also is a requirement.  He asked that I
  email him the code stating that water tests are a requirement for the service I
  provided.  He received that information.  The service I performed was to correct the
  issue and installing the bleeders is the proper way to fix the issue.   Most often when there are multiple cabins on
  one Well system, they all share in the cost of the repairs.   I
  performed the service as was required to have the system work properly and I
  followed the requirements with regards to code. 
  The customer received free water tests.  As with any business, the cost of the service
  provided is not all profit and several expenses come out of each service. There
  will not be any refund since he received a discount by receiving free water tests and his
  Well system is now working as it should. 

  Customer Answer

  Date: 11/11/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  This business is substandard and does not follow plumbing code.

  1. There was water at the bottom of the well.  Was it checked?  Was this a problem?  It could still be a problem, but it was never discussed.
  2. The electrical was never checked.  For the past 40 years, that was what was causing the well to cycle inappropriately.  It was never checked.
  3.  As for this company's claim that this was a non-compliant well and his reporting was not out of retribution, this is false.  He knew it was substandard two years ago and this year as well.  BUT after receiving a negative complaint, he reported it to the DNR.  He needs to show the date - if it was after the first time or BEFORE the complaint.  This didn't happen and now the company is lying to a paying customer.
  
  I am requesting a full refund PLUS the changes needed to make this a compliant well - resultant in this company's blatant lying and retaliation due to his poor service.

  
  Regards,
  
  
  
  ****** ****

  Business Response

  Date: 11/12/2024

  In response the customer for
  each item listed.

  
  1) The standing water was in the PIT where the snake was located
  as stated in earlier responses. The pit is to be watertight and sanitary.
  Customer received copies of the code.  The Well, which is located outside
  of the pit and away from the pit is where the bleeders were needed to be
  installed for the system to work properly. The Well should have water in it. The pit should not have standing water in it and not a snake. The pit can no longer house a
  pressure tank and once again the customer was told by the previous company who
  serviced the Well prior to me that they needed to move the tank out of the pit,
  and they did not do so.  The customer received copies of the code
  requirements regarding PITS.

  2) The pump was cycling on and off. The control box was working.
  If the control box was not working, then the pump would not have been running
  at all. The pump was running but cycling on and off as stated. The issue was NOT
  an electrical issue this time. There was no need for me to check the control
  box since it was working and the bleeders, I installed down in the Well added
  the air to the tank and the system no longer cycled on and off. It was not an
  electrical issue. 

  3)  The PIT is the
  non-complying feature in which the customer already was aware. The Well which IS
  NOT located in the pit is fine. This had nothing to do with retribution on
  the customer filing a complaint. I am a licensed Well pump installer and I am
  following the codes of the WI DNR.

  I will not give a refund or
  cover the cost of upgrading this system to comply with WI DNR code. The
  customer had every opportunity the day I was there to ask what it may cost
  since I explained to his father the bleeders were required and why to make the
  system work right. The customer was on the phone with his father the day I was
  there installing the bleeders.  As for
  the dates on which I filed with the WI DNR in relation to you submitting a
  complaint, is irrelevant. The pit is non-complying and the pit can no longer house the pressure tank.  These are the rules and codes of the WI DNR because your pit is non-compliant I am not required to pay for the cost to upgrade your system to comply with code. 

  Customer Answer

  Date: 11/12/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  It seems as this business is blurring the timeline and
  details to suit his purpose.  I will go through a timeline:
  
  Past companies maintenance:
  (Latest fix:  14Jan2016)
  Control Panel
  Pressure switch
  Sniffer valve
  Labor @ $100/hr
  Total:  $293.00

  
  In the past:
  Electrical ballast
  One bad outlet to the pump –
  electrical problem
  Drain pressure tank, electrical
  ballast.
  Never discussed how the valve
  system that “should have been in place; not sure how the well worked at all”
  Never had a discussion over the
  non-compliant well.
  
  Business in question:
  Previous service:  14Apr2022
  Control box
  0.5 hours labor
  Service call
  Total:  $358.70
  
  Great service.  Responsive. 
  Good to work with.
  Never discussed how the valve
  system that “should have been in place; not sure how the well worked at all”
  Never had a discussion over the
  non-compliant well.
  
  Phone call, 9Sep2024, 1 minute.  Left a message requesting service.  Business was on vacation and would respond when they returned.
  Phone call, 19Sep2024, 1 minute.  Left another message.  They did not call back when they returned from their vacation.
  Phone call, 19Sep2024, 47 seconds.  Left another message – if they were busy I could reach out to another business.
  Text message to business, 20Sep2024.  “Hello **** * ** **** Here.  Have you received my phone messages?  Is it possible to check out our well?”  Read by business on 20Sep2024.
  Call received 20Sep2024.  Business can stop by to look at well in the afternoon.
  
  Latest Service, 20Sep2024
  Snake in the pit – should have simply said no work done!  Here’s your $180 and we’ll meet again once you take care of that problem.
  Water at the bottom of the well pit – no mention.  Is the tank leaking?  Is the pump leaking?
  Electrical never inspected – this was the problem the last 40 years due to the humidity in the pit.  Company in question replaced two years ago.
  Never had a discussion over the non-compliant well.
  Total: $909.41
  
  Bill received by customer, 10Oct2024
  
  Call to business, 10Oct2024. 
  Left message.
  
  Call to business, 14Oct2024 – spoke with business
  partner.  As discussed in the complaint,
  she was rude, condescending, and not helpful to a customer at all.  Poor customer service.
  
  Call from business, 14Oct2024
  Flippant attitude about the costs.
  Needed money for the upkeep on his $250,000 truck (His statement)
  When I complained about the cost and could he meet me in the middle, his response was “Have the group pay for the cost because it’s a group well."
  Statement that the valves he installed were needed – not sure how the well was running. (It had been running for 40 years!  Unnecessary service performed!)
  No budging on cost or his solution up front.  Sticker shock (as can be seen by previous bills)
  No checking electrical
  No mention of water at the bottom of the well
  Never had a discussion over the non-compliant well - was not mentioned in this follow-up phone call.
  
  One week later
  Bill was paid in full.
  Bad reviews were placed online about the lack of customer
  service.
  e-mail from Business, 15Oct2024
  Business emails and states that he needs to test the water
  in the well at his cost.
  e-mail from Business, 24Oct2024
  When the results are sent, a note was added that the
  non-compliant well was reported to the DNR.
  CLEAR RETALIATION!
  

  
  The business did not want to go into the well with the snake,
  so this large bill was created to avoid that occurrence.  When and if this well fix the company put on
  the well has a problem, I will be taking this business to court.
  
  I was looking for a reduction in labor costs initially, but
  now I am pursuing a complete refund AND compensation for his dishonesty,
  retaliation, and bad business practices by covering the changes required to
  bring the well into compliance.  It is clear from the timeline above that
  it is in retaliation and is a poor business practice.  As for the claim
  that he is required to report this, my question is why didn’t that happen two
  years ago, or why wasn’t it written on the bill?
  
  Horrible business practice and poor customer service.
  
  
  
  Regards,
  
  
  
  ****** ****

  Business Response

  Date: 11/14/2024

  I have stated why the bleeders were essential to have the system operate
  correctly in all my previous responses to the customers’ complaint.  Why another company did not install them, I
  do not know.   I have worked on air over water tank systems
  over the years and bleeders are essential in having the system operate the way
  they should. Otherwise, without them, the system will cycle on and off when the
  tank does not have the proper amount of air. The bleeders add a small amount of
  air to the tank every time the pump turns on. Without the bleeders to add the
  air, over time the tank runs out of air and begins to cycle on and off.  Once again, your father (whom I
  believe is the owner) was onsite with me and when we walked to the pit, we both
  heard the system cycling on and off. Your father commented that is not
  right.  I explained to your father what
  needed to be done to have the system work properly; however, at this point I
  also assumed the bleeders were in the Well and the bleeders were no longer
  working properly and needed replacing. They were not installed previously. To
  repeat, the customer was on the phone to his father and had every opportunity
  to ask me what it may cost or talk to me himself, but you did not.  He mentions, I should have left and come
  back at another time after they removed the snake. That would not have changed
  what needed to be done. I did not need to go into the pit on this particular day, the electrical part
  (control box) as stated in earlier responses was working because the pump was running but it
  was cycling on and off. The issue was air was not being put into the tank
  because the bleeders were not installed.  With the bleeders now installed, the system turned on and shut off as it should, there was no further cycling on and off after I finished. 

  As far as what others may or
  may not have said in regards to code issue, I was not there. I do know I did speak with the person to
  whom worked on your system prior to me, now whether he told you or your father
  that your pressure tank should be moved to another location I do not know, he
  just said I told them they need to move it to another location. My understanding you were made aware of the code issue by the previous maintenance person.  I emailed you  information regarding codes and construction codes for the pit. You can
  call the DNR and have someone come out, look at your pit and let them decide
  whether you can keep the pit as it is and if it is ok to leave the tank in the
  pit, or they will give you suggestions on how you can upgrade it to meet the
  codes. I spoke with our local DNR Agent prior to completing the form. 

  Timeline on phone calls. We
  were busy and on vacation and I had projects already scheduled when I returned that
  took priority over looking at your system.  You were on our list to set up when we had an
  opening. You could have contacted someone else if you felt we could not get to
  you in the timeframe you would have liked.

  As far as the bill is concerned
  you were charged for service call, labor and parts. I did perform the work
  required to have the system operate correctly. Your father was aware of what repair I was making and I assume he made you aware as well since you were on the phone to him.  If I did not make the repairs,
  and left because of the snake, the cycling on and off would eventually burn out
  the control again and possibly cause Well pump failure. Who knows how long the system
  had been cycling on and off before the day of the repair. This would have
  resulted in a higher repair cost should the pump have failed as well.  I would still be required to report the
  non-compliant issue. Whether you upgrade it, it is up to you. Read over the
  codes and should you feel your pit meets every required code then no concerns. As I mention above have a DNR Agent come out and verify.   You received free water tests in which we
  absorbed the cost, and I do not see where you can call and demand a reduction
  in cost because you do not like my hourly labor rate. Especially, when, as mentioned
  several times, you had every opportunity to ask me what it may cost. It would
  have taken less time, if the bleeders would have already been installed and only needed replacing, but the bleeders were not installed, it added extra parts and labor time.  I did what was required to have the Well
  system run properly.  Regarding your
  remark on “when and if this well fix the company put on the Well has a problem,
  I will be taking this business to court.” As stated by you your system is 40 years
  old. I do not know when and if you ever had the Well pump replaced or the age
  of the pump.  Just to be clear, the
  system was working correctly once I added the bleeders. There is no warranty on any parts and/or mechanicals in your Well or connected to your Well system nor any guarantee on your Well system.  As far as your request to have me be
  responsible for the costs of upgrading your pit to comply with code, that is
  your responsibility. I was not the one or company who constructed your pit. 

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  It is clear that this business ignores the facts, works in conjecture, contradicts itself, and is a poor example of a small business in WI.  This does not resolve my complaint.  To summarize:
  
  Revenge:  Reported a non compliant well AFTER receiving negative feedback
  Changing stories:  Valve system was required, but it wasn't required two years ago (or for the past 40 years?)
  Customer service:  Severely lacking.
  
  I will need to pursue other options against this company.  Please publish my feedback, timeline, attachments, and the business's response.  This is a good example of a poor business and poor business response.

  
  
  
  Regards,
  
  
  
  ****** ****