ComplaintsforJackson Water Well Drilling & Service, LLC

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It was within the year that I learned what the company did wrong. I purchased an iron breaker and filter for $2,200; & sand filter for $1,300 from ******* Water Well Drilling. I must now replace my washer; dishwasher; three toilets; kitchen; three shower heads bathroom faucets, drainage parts; & some internal plumbing. The equipment is still under warranty. ***************** came out & informed me that the equipment was working correctly although there was clearly a problem with the water quality. Prior to replacing I emailed ******* Well asking if they would at least buy back the equipment so I can use the money toward the purchase of new equipment. They did not respond. I had a more reputable company to replace all of the equipment. They found that the filter had been incorrectly installed. The filter media was flowing in the wrong direction causing the media to ****** at the top. The sand filter simply didn't work. I asked the other company to leave it behind. Lots of videos&pics.

  

  Business response

  10/18/2021

  We did install the equipment and it was doing the job as it should have. Ms. ******* damage was already caused from years of no treatment. I tried to work with ***** to resolve the real problem that she had and that was her well produced a lot of sand. 
  we did not drill this well. Another contractor drilled this well and installed the pumping equipment. 
  I sent service technicians on a scheduled appointment and no one was home as previously scheduled. 
  I am very sorry she has had these problems and I am willing to work towards a resolution. 
  

  Customer response

  11/01/2021

  Complaint: ********
  
  I am rejecting this response because:

  ********* Response

  [1] We did install the equipment and it was doing the job as it should have. 

  [2] Ms. Hunters damage was already caused from years of no treatment.

  [3] I tried to work with Detra to resolve the real problem that she had and that was her well produced a lot of sand. 

  [4] we did not drill this well. Another contractor drilled this well and installed the pumping equipment. 

  [5] I sent service technicians on a scheduled appointment and no one was home as previously scheduled. 

  [6] I am very sorry she has had these problems and I am willing to work towards a resolution.

  
  My Rebuttal and Evidence:

  [1] We did install the equipment and it was doing the job as it should have."

  May 2019, I noticed the water in my home had began to emit an oder. There were no hard water build up stains. ******* Plumbing (*******) visited my home; determined necessary repairs; and on 15 May 2019, provided me with an invoice. (attachment 1 a) I was unable to afford *******'s prices. On 19 June 2019, I hired ******* Water Well Drilling installed an Iron Breaker and Calsite/Corsex Filter for $2,2000. I was told the system was maintenance free. I later confirmed that statement at least twice during 2020. The invoice I received was from Texas Groundwater Solutions, LLC. (attachment 1 b) Attachment 1 c shows that ******* Water Well Drilling and Texas Groundwater Solutions, LLC are affiliated. 

   

  [2] "Ms. Hunters damage was already caused from years of no treatment." This statement is false and intentionally so. ******* is implying that the damage existed PRIOR yo their install. On 26 July 2019, approximately one week AFTER ******* installed the filtering equipment, I had a weekend event at my home.  (attachment 2 a) There are about 50 people that can attest to the fact that the damage to my plumbing did not exist at the time of that event. I also had weekend events in August and October 2019. There were anywhere from 30 to 50 people in attendance; a large number stayed the entire weekends. Attachment 2 b is a collage showing omlt a few of the comments made in a couple of the chat groups by people that attended. All in attendance can testify to the fact that my plumbing was not damaged and again this was just months after ******* installed their equipment. 

   

  [3] "I tried to work with Detra to resolve the real problem that she had and that was her well produced a lot of sand." Another false statement, evidence that this company does not take me or my complaint seriously. ******* did not try to work with me. ******* merely kept saying the equipment was working as intended. Additionally, when I contacted ******* and ******* in June of 2019 sand was not an issue. Sand did not begin coming from my fixtures until about June 2020. To be clear this is about two separate transactions; the iron filtering equipment that never worked and the sand filter that never worked. 

  In April 2020, I began emailing John with Texas Groundwater Solutions LLC asking for help with the equipment because the calcium and rust stains were building up faster than I could clear them and my water began looking cloudy. John is the name of the individual listed on the invoice.. Attachment 3 a is a copy of an email I sent to John asking for the name of the manufacturer of the equipment and clearly stating that I wanted the equipment removed. The invoice shows the equipment has 10 and 5 year warranties. Attachment 3 b is a copy of an email correspondence between me and ******* dated 25 June 2020, in which ******* suggests I get a sand filter. Attachment 3 c is a copy of an email dated 1 July 2020, in which I clearly indicate that the sand did not become an issue until a few months prior. In other words the issue did not exist in 2019. 

  Subsequently, I paid ******* $1,300 to install a sand filter. Attachment 3 d is a picture taken from a video. That video was taken AFTER the sand filter was installed. The video shows water running into the tub in my bedroom and you can clearly see the accommodation of sand in the tub. The video is also included with the attachments. This is clear evidence that the sand filter never worked. 

   

  [4] "we did not drill this well. Another contractor drilled this well and installed the pumping equipment." This statement is moot. What company drilled the well back in 2011 when the home was built has nothing to do with my claim 

   

  [5] "I sent service technicians on a scheduled appointment and no one was home as previously scheduled." This is another statement which clearly indicates ******* had nor has any intention of working with me to resolve this issue. Mr. ******* visited and we spoke once after I mentioned getting the Better Business Bureau involved. However, AFTER meeting me in person ******* has ignored all my attempts resolve these issues. I missed one appointment with a technician. My grandmother passed suddenly and I left town forgetting about the appointment. Attachment 5 a is a copy of an email dated 30 July, 2020, where I apologize and provide my credit card information offering to pay a trip fee for them to return. I'm located approximately 12 miles from *******'s location.

   

  [6] "I am very sorry she has had these problems and I am willing to work towards a resolution." On 20 November 2020, I sent an email asking ******* if they would consider buying the equipment back from me. I desperately needed to have the equipment removed to prevent additional damage and I needed money to purchase new equipment. ******* ignored my email just as he had previous ones. Attachment 6 a.

   

  In a desperate attempt to get this company to help me I've 'bowed down' because of the extensive damage done to my major appliances and plumbing. As seen within my evidence I couldn't even pay then to come look at their faulty equipment which is still under warranty. ******* is fully aware that I am a permanently disabled veteran with a rating of 100% and that my resources are minimum.

   

   

   

   

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

*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. ↩