Business ProfileforN.W. Poole Well & Pump Co.

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.

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.