Complaints

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This happened on 12/28/22. We paid 908$ to have running power for running water. Two men showed up. Never introduced themselves or seemed to plan on it. They dug into the ground to replace a wire. They cut through a mainline pipe running to our house. Never told me they wouldnt be responsible while i was standing there physically watching but they instead called my -boyfriend- to say something about not being responsible. "I" paid for it out of "my" pocket over the phone to Amy. The electric guys ran. Overnight my yard filled with water to flooded levels. The main reason i needed the wire to be replaced was to have running water to our house and these guys made it another several weeks before that happens. We cant even have water now because of them. Once we turn the water on, the yard floods and we cant even drive out. No clean clothes, no hot showers, no dish washing, nothing.I called Amy as soon as I could informing her about what happened. I have a picture of the broken pipe in the ground and the disconnected pipe i pulled out of the shallow grave where the wire line is. The water made their hole into a trench too. I told her that saying it to the person who wasn't paying for the service didn't count and the pipe was obvious enough that they should've said something about it. We had actual water well guys that could've helped right then and there on the property at the same exact moment but due to their negligence, they disregarded. I told that if they don't take responsibility I will bring the court into this, I don't care if its a 10$ fix or 3000$ fix. She laughed at me on the phone. There was no apologies, no respect, and the lack of communication made it worse. Spend the extra money and go further from this company.

  Business response

  01/26/2023

  I, Amy, received a call from Mike’s Pump & Well stating that they had a customer that needed electric ran as soon as possible so they could have running water. I was given a contact for Joel F*******, who was one of the owners of the property. Usually we go to the property and give an estimate first and come back for the work but given the urgency, we scheduled to just estimate and do the work the same day. When the electrician got there he scoped out what needed to be done. He called me, the receptionist Amy, and told me to call Joel F******* and let him know the price so we can proceed. He also said please let him know that if we hit a pipe, we are not responsible for the damage. It is always a possibility to hit a pipe when trenching when you do not know where the pipes are. Joel F******* said that was fine and to proceed with the work. We were never given another contact. At the end of the job when the work was already completed I was given a call from Emma S*******, the other owner of the property, to pay for the job over the phone. The next day I got a very heated phone call from Emma S******* stating that we had hit their pipe and the yard was filled with water. I explained to Emma that we had told Joel that if we hit a pipe we were not responsible and that he agreed to that so we could proceed with the work. She told me that I should have told her that, since she was paying for the job. Mind you, I did not ever have her as a contact until the end of the job. When I explained that to her, she said well your guys working there should have told me, I was there the entire time while they were working. Again, once we are given the okay to start a job, we assume both owners know what is going on. We usually only talk to one owner. She said she was not told this from Joel because they are on different sleeping schedules. Again, I apologized but reminded her that I never had her as a contact or I would have let her know. She also told me that pipe was ripped out and put to the side. I called the electrician to see if he was aware that he had hit a pipe and he reassured me that he had no idea and that he felt bad and he would have told her if he had known. The electrician has hit pipes before and has always told the owners. I called her back to let her know that he did not know that he had hit a pipe and the electrician told me that that was an old electric pipe that had nothing to do with the water. At the end of the conversation, after being cussed out, she told me she will be coming for us, to which I replied Okay, ma’am we will be here. During our conversation I apologized multiple times for the miscommunication but there was no way for me to contact her without knowing her name or number. Dru is a very professional electrician and always has everyone’s best interest. I get that compliment for him regularly. Unfortunately this was a situation of miscommunication between her and her boyfriend, to which we got the blame for. 
  
  
  
  
  
  If you have any questions or concerns, please let me know. Thank you and have a great day!

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