Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/14/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After installing a new pressure pump and water filtration system (more than $25K investment), the well pump kept failing. I was charged for every follow-up visit, none of which solved the problem(s). I had to have two emergency water deliveries because we were left without running water in the middle of a heatwave. I finally asked another well/pump company to come take a look, and they immediately saw significant issues with the wiring Specialty had done (not to code, not grounded, using too small, unprotected wire for conductor to filtration system, everything crammed into a too-small junction box) and that the contactor was bad. As a result of their repeated misdiagnoses and refusal to take responsibility for them, I incurred $2,127.22 in expenses (emergency water, service visit charges, and hiring another company to fix their errors). I have attempted to resolve this with the company, but the most they were willing to do was refund a single service charge.

  Business Response

  Date: 12/23/2023

  With regard to ******************************* complaint, we have a record of the history of work. In July, ********* did hire us to install a new tank and new filtration and upon testing her system, we discovered that her well pump and filtration were receiving the power necessary to run. In August, we were called by ********* to address an issue with the pump. Upon diagnosing the well we discovered that someone outside of our company had tampered with or altered the wiring and also turned off the automatic backwash filter. Because the problems were clearly stemming from a physical interruption by another person outside of our company and not an issue with the product or work we performed, ********* was charged a fee. Roughly a week later, there was another call from ********* with claims that the pump wasnt working. While on this call, we discovered that there were electrical issues and even presented ********* with options to address challenges. The estimate was declined and later we discovered that ********* had hired another company who came out and apparently ********* addressed electrical issues with that company. In short, the pump that was failing ********* was addressed appropriately and we stand by the work done to bring water back to *********. The electrical issues she is claiming that we are responsible for are do not accurately reflect the scope of our contribution and when we attempted to speak to those issues, we were declined.

  Attached is:

  - Invoice ******** from 07/13/23 documenting that we tested newly installed well pump with no issues.
  - Invoice ******** from 08/17/23 where we discovered wiring had been altered and automatic backwash filtered had been turned off from someone outside of our company.
  - Invoice ******** from 08/23/23 where wire tests from the pump controller out to the well tested below manufacturer spec.
  - Estimate ******** from 08/23/23 where we provided an estimate to address below manufacture spec wire tests.

  Customer Answer

  Date: 12/23/2023

   
  Complaint: 21009915
  
  I am rejecting this response because:

  (1) No one tampered with the electrical work done by Specialty.  No one who has access to the system has either the incentive or the expertise to sabotage their own water supply.  The outside technician who finally correctly diagnosed the issue correctly described the wiring done by Specialty as "janky" and pointed to several issues that violated code and created an unsafe condition.

  (2) The problem (diagnosed by another well technician) was a bad conductor.  Since the conductor was replaced (and the problems with the wiring installed by Specialty were corrected), we have had no further issues with the system.  This fix cost $1,021.78.  In three visits, Specialty failed to diagnose the problem, and instead sent an estimate to "Install up to 100 feet of 10Ga thhn three wire with ground Powerline underground in conduit" for over $9,000.  This would not have fixed the problem, which, again, was a bad conductor.  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 01/30/2024

  Per your request

  Business Response

  Date: 01/31/2024

  We are happy to reimburse ************** for the amount listed in **************'s invoice of ********. As to her original requested refund of $2,127.22, if she can provide invoices for the additional $1,105.44 we will gladly consider reimbursing that as well.

  Customer Answer

  Date: 01/31/2024

  Thank you for the progress on this.  $205.44 of the remaining balance is Specialty's own service charge which they offered to refund to me previously.  I am attaching a copy of their invoice.  The $900 remaining is for emergency water deliveries that we were only able to get on short notice by paying cash.  We were not able to shop around for a company that would take a check or provide an invoice as we were in the middle of a severe heat wave and had 5 households and a barnyard full of animals without water.  The Specialty technician, ***************************, was well aware of these deliveries taking place, as he referred me to the water delivery companies.  The first charged me $400 cash, and the second $500 cash.  We would not have had to have water delivered if Specialty had correctly diagnosed the problem during one of their three visits. I am attaching a copy of the text exchange in which ***** referred me to two water delivery companies.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21009915
  
  I am rejecting this response because:

  See previous communication and attachments.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/12/2024

  Specialty Pump & Well agrees to refund **************** in the amount requested, $2,127.22. We value our relationship and agree to this out of a heart of customer service. This refund brings this conversation to full and final resolution. We can write a check and have it mailed. Please advise best mailing address to send it to.

  Customer Answer

  Date: 02/12/2024

   
  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.  Thank you!
  
  Sincerely,
  
  *****************************

  ************************************************************