ComplaintsforBedford Well Drilling and Pump Company, Inc.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I paid for this company to drill a well on my property (back in August 2023) and nothing has happened so far. I keep asking for but keep getting excuses. I was told I could expected to wait 4-6 weeks but its been months now.

  

  Business response

  12/20/2023

  We have been working with you since August. Over the course of the last several months we have sent an estimate, received the well contract, and conducted a site visit. The property was in poor condition and needed excavation before we could successfully complete our job. We asked you to let us know when that was completed. Our office was notified on November 30th that the excavation was finished.  We let you know we would be coming to check the property so we could begin the work you need. However, before we could have that, we received your complaint from the BBB and the request for refund  of your deposit. Your refund has been issued and will reach you in 10-15 business days.We are sorry that we were unable to help you in the way you expected. Often this is a process and we did our best to assist you every step along the way. Customer satisfaction is always our priority. Please let us know if there is anything further you need from us. Thank you, ******** *****Office Manager

  Customer response

  01/03/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** **********

• Initial Complaint

  12/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My spring dried up at the end of Oct. 2023. I contacted Bedord Well Drilling to drill a well and paid them 4,700.00 deposit. At first they said they had to wait for the health department permits. After receiving the permits, I contacted bedford welldrilling again. They said some trees needed to come down at the property. I had trees cut down. *** said they could be out within this week to make site preparations. I called today and ***** said they were on a more difficult well and did not know when they would get to us. I have been completely out of water for over a month and I am disabled in a wheelchair and can't go anywhere else to bathe or even wash my hands. I am at the mercy of bedford welldrilling because they have a no return deposit. I need help for water. I feel like I am getting the run around from these people.

  

  Business response

  12/13/2023

  To Whom it may Concern,On October 23, 2023, our office sent an estimate to the complaint Ms.*****.On October 25, 2023, our office sent the Well Contract. At this time, the client's daughter, ******* *******, was then advised our estimated time frame was 4-6 weeks, weather depending, but that her mother was on our No Water list. Our no water list is our priority list that we try to push ahead of others that are already committed. Ms. ***** and Ms. ******* were advised that the permitting process could take longer than normal due to the holidays and the health departments being closed.We received the signed paperwork and deposit. Check number **** in the amount of $3,750 was received by our office on October 31, 2023. Proof of the deposit amount is attached below. A site visit was conducted on November 8, 2023 in order to file for the well permit. The application was sent to ********* Health Department. We received the approved permit 7 days ago on December 6, 2023 during that time, our office spoke to the ********* Health Department in reference to getting this permit completed. Ms. ***** and Ms. ******* called the *********Health Department several times throughout the permitting process. Both were told by our office personnel that once the approved permit was received, that our estimated time frame was two weeks weather dependent.Another site visit was conducted on November 29, 2023 Ms.******* was advised at that time there were trees in the way and would need to be taken down.Ms. ******* called December 11, 2023 and advised our office the trees that needed to be cleared were cut down. Our office informed our driller that the work was completed  Our office personnel told Ms. ******* said that she would advise our driller  and schedule another site visit so that we could ensure our equipment could be brought to site safely. Today December 13, 2023 our office personnel spoke with Ms. ******* again when she called requesting our time frame. We informed her that the well the equipment was currently on is taking a little longer from complications and she advised her our driller still needed to do a site visit before moving equipment to her location. This morning our office received an email from BBB with the customer's complaint. Our explanation is listed above. We do not feel this is a valid complaint as we have honored everything that we have advised the customer from the beginning. We were going to her site next, and now we will gladly return her deposit and take her off our list. I do not know where she came up with the amount of $4,700 but as shown below this is all our office received. We do not believe this complaint should go on record as it is not valid.Thank you, ******** *****Office ManagerBedford Well Drilling & Pump Co., Inc.*** ********** *************, **. *****P: ###-###-####F: ###-###-####

  Customer response

  12/13/2023

  I just want my well to be drilled and given some type of time frame when this can be done Regards, ****** *****

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company completed drilling a water well for me on 8/23/21 for which I paid $5,601 on 9/01/21 after receiving the Uniform Water Well Completion Report. The completion report and invoice indicated the well was 425 feet deep and delivering 7 gallons per minute. On 10/19/21 my contractor (******** **** ***** *** *******) arrived to install the well pump and distribution lines. Upon arriving they were measuring the depth of the well to ensure the pump and electrical cable were sized correctly. The weight (5lbs) encountered what feels like sludge, muck or something not solid, but thick at approx. 310 ft deep. The weight would continue to go deeper very slowly if we moved it up and down. We extracted the weight and tried to measure several times, all with the same result. At this point I called the drilling company to report the issue and ask for help. They returned my call and I explained what the situation was. They asked what color was the residue on the measuring weight. I explained there was no color as any residue was washed off as we brought the weight back up through the water column. I requested someone come to the well site and determine what the problem was and lay out an acceptable solution. They said they would get back to me. Since I had no response I called the well driller again on 10/25/21. I again asked for an appoitment to be scheduled for them to visit the well site to determine the problem and solution. They again said they would be back in touch. Again no call back, so I called them on 10/29/21 and left a message for a response. They will not respond back to me. I have paid for a new well that is not usable in its current state. A 425 foot well that has muck up to the 310 foot level is unacceptable. I cannot install a pump or do anything until a resloution is reached. These people are refusing to work toward a resolution.

  

  Business response

  11/11/2021

  We did respond to customer after they called to let us know there chosen pump installer could not get a weight to drop into the Well any further than roughly 320'and that we would schedule to come check it out as soon as we could. We asked the customer if there installer had tried installing an actual pump into the Well and the customer let us know that the installer did not want to install a pump do to them thinking there was muck or something blocking the well bore. We went out to customers Well and installed a pump to 400' without obstruction and pumped water from the well. There was no muck or obstruction in the well bore, the weight the installer was using to check the well bore before installing a pump must have been hanging up at one of the water bearing fractures due to its light weight and not allowing it to pass through which can happen quite often when using a string and weight or a weighted tape for well measuring. Thank You, Bedford Well Drilling & Pump Co, Inc.

  Customer response

  11/12/2021

  The business did respond to my complaint and sent a crew to the well site. I have accepted their response and consider the case closed. Regards, *** *****

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