ComplaintsforBell Pump & Well Inc

• Initial Complaint

  08/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Bell Pump & Well originally in the summer of 2022 and told them I was getting dirty water in my well after it rains and asked them if they could fix this. They sent someone out and raised the pump up about 10ft in the well to attempt to resolve the problem. I paid them for this service and waited to see if it had fixed the problem. After several months it was obvious that our problem still existed so I called Bell Pump & Well again and told them and asked if there was anything else they could do to help and they said they would send someone out. On May 31st they sent the same technician who performed the original service to address the issue. He arrived and said that there was nothing he could do to prevent groundwater from entering my well and gave me an estimate for a large filtration system that he admitted wouldn't even fit in my house. I called and hired them to come and service my well because I am getting dirty water only when it rains. They didn't perform any service whatsoever on May 31st yet proceeded to send me a bill for $178 for the "service " call. I called and asked them why they were charging me so much when they didn't do anything and I was told that was their minimum service charge. I just received a new bill from them for $184.23 which includes late fees and was informed that they will be filing a mechanics lien on my property if payment isn't received by August 22, 2023

  Business response

  08/28/2023

  In regards to this complaint; sometimes when a well is producing dirty water the solution can be to pull the pump up some in the well, because the well may have silted in. This is always the first try/attempt because filtration is very expensive and this action usually solves over 50% of the time for these dirty water problems. So ****************** called us almost a year later, after we had done this for his well, complaining of the same problem. We didn't know we hadn't fixed the problem the first time so we did go out to check on this again. The system was running correctly at that time, and so we gave him two solutions. One was to put a finer filter in the existing filter he had, and the only other solution was to give him an estimate for filtration like we install, but would require him to add a small closet to house it. We feel ****************** got the proper service and answers to his questions. A minimum service charge was invoiced after checking things out at our second visit, and after 30 days finance charges are automatically added to any late invoices. In the mean time, we have dropped the charges as we realized after hearing from ******************, that he did not think we performed the proper service or didn't feel he should be charged for a second visit. And we are sorry he felt he needed to take it this far. Sincerely, ** ****/Bell Pump & Well, Inc.
  

  Customer response

  08/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

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