Initial Business Response /* (1000, 5, 2016/04/27) */
Contact Name and Title: *** ***, President/CEO
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aol.com
MWD installed a new Well Pump for the former owner at Mr***'s residenceThe repairs were necessary to allow the property to
closeAt that time, it was recommended to the executor of the estate that the "wire" down in the Well also be replaced, since it was old and did not have a current "ground wire", as per codeThe executor of the estate declined and the old wire was reinstalledHe was cautioned, that defective wire could create a problem on a new pumpHe insisted, if the old wire worked, he did not want to pay to replace it
There is a "limited Year Warranty" on a Well Pump to the original ownerThe Warranty is transferable to a new owner for a *** transfer feeThe executer of the estate was informed to tell the new ownerThe Limited Warranty for the Well Pump is for "manufactures defect" against failureWarranty does not include damage caused by an "outside influence", such as lightening, flooding, freezing or faulty wireMr*** never called to transfer the warranty
As the new owner, Mr*** called to say he was "out of water"He spoke to me and I gave him a couple of simple ideas to look forHe informed me he knew an electrician to look at it first and would let us knowIn his complaint he stated he was told by me "there was no way the Pump went out in month"That is a statementHe was told "it would be unusual" for a Pump of this quality to fail in such a short periodI further explained it would be far more common to find a "simple" fix, unless an "outside influence" caused it to failThat is the reason it was suggested and he accepted the responsibility to have the electrical power checked out first
Mr*** called back to say he had power going all the way to the Well, but still did not have any water and he requested a Service Call to fix the problemI told him a crew for a Service Call would be the next dayHe was called the next day and informed a general window of time that the crew should arrive
Due to the deep setting of the Pump, a Service Truck with a Pump Hoist was dispatched to pull the Pump, should it be necessaryThe crew arrived, but Mr*** was not presentThe crew went through their routine to determine the problem and eventually found that the Pump needed to be pulledThey had an issue with one of the test meters, but Mr*** did not have any conversation with them, as he was not presentIn his complaint, he suggested that he spoke to them, which is not accurateHowever, the muddy ground conditions did not allow the truck the ability to get close enough without causing damage to the yard and there was a large tree that prevented the Pump Crane from extending properlyHis two sons offered to help and together they pulled it outWithout their help, Mr*** would have had to wait another day, until we returned with a different pulling deviceMr*** questioned our ability as a Well Company to bring the right equipment to pull the pumpWe had the right equipment, but he didn't have the right conditionsHe would not have been happy with a damaged yard
It was discovered that the Pump would not functionSince it was not very old and these particular Pumps are very dependable, while at the job site, we could not identify why it failedHowever, we eventually found the actual problem for the pump failure was most likely the "old original wire"Since we didn't replace it the first time, as recommended, we replaced it this time, along with the PumpAt this time, Mr*** was still absent from the job site, but stated in his complaint that the crew called and spoke to meHowever, that is inaccurate, as I was unavailable and they spoke to my managerHe inaccurately stated in his complaint that I told them "it was not possible to be bad in months and to retest"Since he was not yet present, he obviously was not present to give testimony as to what was said
The crew was instructed to test a new Pump with the existing wires coming from the house and if it worked, to replace the Pump and the wire going down the WellMr*** finally arrived in time to see what was replacedIt was explained to him why the wire was replaced going down the WellMr*** inquired about the wires leading from the Well to his house needing replaced, since it also did not have a "ground" wireIf the wire from the house is in conduit it can easily be replaced by pulling new wireAn attempt was made to pull it, but unsuccessfulMr*** was advised it would be a good idea to replace the wire to include a ground wire, from the Well to the houseHe asked if a ground rod could be used, instead of replacing the wire and was told it was an unusual way of providing "ground", but it might workIt was at this time, the crew told Mr*** the Pump should be under warranty, but not the wireHe was never told that, "everything was under warranty"The original Invoice # XXXXX clearly shows that new wire, with a ground, was not listed as being installed down the Well when the Pump was installed
The crew was instructed how to charge Mr***, but he had left and his son was presented the billingMr*** called me and I stated I would likely be able to warranty the Pump, but not the wire, since it was the original wire and had not been replaced prior, thus there would be a charge for thatI also told him that I would need to confirm why the Pump failed, before I could guarantee it could be covered under warrantyI also told him that I would look over the invoice and try and make some adjustments on the overall cost of the Service CallMr*** said he understood and asked that I "be kind to him when figuring the bill"This comment answers the question about him being notified of a charge for the work being performedPrior to all the work being done, he might not have known the exact cost for the repairs, but he also never askedAny customer request for either a cost of a product or an estimate, is promptly and easily provided the information
Mr***'s Pump was brought back to our shop and tested againIt was found to not have any "manufactures defect" that caused it's failure, thus concluding the defective wire created the problemIn lieu of this, as per my prior conversation to "be gentle", I decided to help Mr*** by waiving the warranty transfer fee and covering the warranty on the Pump anywayIn addition, I would allow the new Pump installed to stay with a renewed updated warranty, to the current date, even though it was not defective due to a manufacture's defectI was also going give him a break on some of the labor for the Service Call
When I called Mr*** to discuss the conclusions on his Pump and what I was going to do to help him, before I could even begin, he announced that he was NOT going to pay the bill and continued to complain that he didn't authorize us to make the repairsI reminded him that I personally spoke to him, where he personally requested a Service Call and how we discussed the problem with the wire that had not been replaced priorI also reminded him of his acknowledgment that there would be a bill and how he asked me to "be gentle" when I figured what he owedHe continued on about taking me to court and insisting that he wasn't going to pay anythingHe did not give a reason as to why he left the jobsite and did not return prior to the crew finishing
Mr***'s statement that he called me to discuss the smashed wires is not accurateI initiated the call to discuss how I was going to adjust the billingReading about it in his complaint was the first time I heard about it
Mr*** has a couple of choices to consider how to go forward to resolve the issue:
1) He can pay his current billing and I will reinstate and update the Limited Pump Warranty to the current installation date for yearsIf he pays promptly, within days of this letter date, I will extend the Limited Warranty to Years, at no extra chargeIt is normally *** to extend the Warranty to Years and the cost of the Pump to replace in the future is approximately ***
2) We will return and remove the wire and return his original Pump and wire and credit the wireMr*** will still owe for the Service Call, since he requested our assistance and he can call whoever he wishes to make the necessary repairs
3) He can still refuse to pay the billing and we will file a "mechanic's lien" on his propertyHis billing will then be turned over to our attorney for collectionAt this point, all Warranties will permanently be canceled, including all other Warranties on any/all other equipment that was installed prior to his taking possession of the propertyOnce we file the mechanic's lien and the matter is settled, none of the Warranties on any of the equipment will be reinstated
4) He can call me and we can discuss a reduction in his bi
Initial Consumer Rebuttal /* (3000, 7, 2016/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never talked to Moss Well about the wire or any charges that I would have to pay till I called *** back and asked why I was getting billedI was there till all the work was completed and did not leave to go back to work till the workers told me everything should be under warranty and got into there truck to leaveThere are several untrue remarks in *** *** statementBottom line is I should have been told about any charges before they did any workI did not authorize or sign anything to let them to do work
Initial Business Response /* (1000, 5, 2017/07/29) */
Contact Name and Title: *** ***-President/CEO
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aol.com
Ms*** sent a down payment in the fall of and stated she would contact us in the Spring of to perform the workI did a
follow phone call in February and left a message to touch base with us againThere was no responseIn April she called complaining we had not performed the serviceShe was reminded that "she" was going to call us when she was readyShe was verbally abusive and had to call back after calming downHer Well was scheduled and drilled, then her *** deposit was applied to her billMs*** currently owes approximately *** difference for the work completed, but she has not paid her billHer pump was ordered, but when the main body was delivered there were some missing parts because they were on backorderThe back order was filled, shipped and received on 7/Ms*** was contacted and informed the installation was scheduled for the week of 7/31/Except for the initial conversation where Ms*** ordered the work, she has been rude and used vile language, including calling my secretary a "***"When the work is completed, Ms*** will be expected to pay her balance in full
Initial Consumer Rebuttal /* (3000, 7, 2017/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no idea why he would think I called anyone any such name it has to be hearsay from the woman that was totally rude to me so if that is a flat out lie I have no problem paying the balance in full as long as the job is done today is Friday and no one has even tried to call me even though he had sent an email stating that the work would be done on Tuesday Wednesday or Thursday
Initial Business Response /* (1000, 5, 2016/04/27) */
Contact Name and Title: *** ***, President/CEO
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aol.com
MWD installed a new Well Pump for the former owner at Mr***'s residenceThe repairs were necessary to allow the property to
closeAt that time, it was recommended to the executor of the estate that the "wire" down in the Well also be replaced, since it was old and did not have a current "ground wire", as per codeThe executor of the estate declined and the old wire was reinstalledHe was cautioned, that defective wire could create a problem on a new pumpHe insisted, if the old wire worked, he did not want to pay to replace it
There is a "limited Year Warranty" on a Well Pump to the original ownerThe Warranty is transferable to a new owner for a *** transfer feeThe executer of the estate was informed to tell the new ownerThe Limited Warranty for the Well Pump is for "manufactures defect" against failureWarranty does not include damage caused by an "outside influence", such as lightening, flooding, freezing or faulty wireMr*** never called to transfer the warranty
As the new owner, Mr*** called to say he was "out of water"He spoke to me and I gave him a couple of simple ideas to look forHe informed me he knew an electrician to look at it first and would let us knowIn his complaint he stated he was told by me "there was no way the Pump went out in month"That is a statementHe was told "it would be unusual" for a Pump of this quality to fail in such a short periodI further explained it would be far more common to find a "simple" fix, unless an "outside influence" caused it to failThat is the reason it was suggested and he accepted the responsibility to have the electrical power checked out first
Mr*** called back to say he had power going all the way to the Well, but still did not have any water and he requested a Service Call to fix the problemI told him a crew for a Service Call would be the next dayHe was called the next day and informed a general window of time that the crew should arrive
Due to the deep setting of the Pump, a Service Truck with a Pump Hoist was dispatched to pull the Pump, should it be necessaryThe crew arrived, but Mr*** was not presentThe crew went through their routine to determine the problem and eventually found that the Pump needed to be pulledThey had an issue with one of the test meters, but Mr*** did not have any conversation with them, as he was not presentIn his complaint, he suggested that he spoke to them, which is not accurateHowever, the muddy ground conditions did not allow the truck the ability to get close enough without causing damage to the yard and there was a large tree that prevented the Pump Crane from extending properlyHis two sons offered to help and together they pulled it outWithout their help, Mr*** would have had to wait another day, until we returned with a different pulling deviceMr*** questioned our ability as a Well Company to bring the right equipment to pull the pumpWe had the right equipment, but he didn't have the right conditionsHe would not have been happy with a damaged yard
It was discovered that the Pump would not functionSince it was not very old and these particular Pumps are very dependable, while at the job site, we could not identify why it failedHowever, we eventually found the actual problem for the pump failure was most likely the "old original wire"Since we didn't replace it the first time, as recommended, we replaced it this time, along with the PumpAt this time, Mr*** was still absent from the job site, but stated in his complaint that the crew called and spoke to meHowever, that is inaccurate, as I was unavailable and they spoke to my managerHe inaccurately stated in his complaint that I told them "it was not possible to be bad in months and to retest"Since he was not yet present, he obviously was not present to give testimony as to what was said
The crew was instructed to test a new Pump with the existing wires coming from the house and if it worked, to replace the Pump and the wire going down the WellMr*** finally arrived in time to see what was replacedIt was explained to him why the wire was replaced going down the WellMr*** inquired about the wires leading from the Well to his house needing replaced, since it also did not have a "ground" wireIf the wire from the house is in conduit it can easily be replaced by pulling new wireAn attempt was made to pull it, but unsuccessfulMr*** was advised it would be a good idea to replace the wire to include a ground wire, from the Well to the houseHe asked if a ground rod could be used, instead of replacing the wire and was told it was an unusual way of providing "ground", but it might workIt was at this time, the crew told Mr*** the Pump should be under warranty, but not the wireHe was never told that, "everything was under warranty"The original Invoice # XXXXX clearly shows that new wire, with a ground, was not listed as being installed down the Well when the Pump was installed
The crew was instructed how to charge Mr***, but he had left and his son was presented the billingMr*** called me and I stated I would likely be able to warranty the Pump, but not the wire, since it was the original wire and had not been replaced prior, thus there would be a charge for thatI also told him that I would need to confirm why the Pump failed, before I could guarantee it could be covered under warrantyI also told him that I would look over the invoice and try and make some adjustments on the overall cost of the Service CallMr*** said he understood and asked that I "be kind to him when figuring the bill"This comment answers the question about him being notified of a charge for the work being performedPrior to all the work being done, he might not have known the exact cost for the repairs, but he also never askedAny customer request for either a cost of a product or an estimate, is promptly and easily provided the information
Mr***'s Pump was brought back to our shop and tested againIt was found to not have any "manufactures defect" that caused it's failure, thus concluding the defective wire created the problemIn lieu of this, as per my prior conversation to "be gentle", I decided to help Mr*** by waiving the warranty transfer fee and covering the warranty on the Pump anywayIn addition, I would allow the new Pump installed to stay with a renewed updated warranty, to the current date, even though it was not defective due to a manufacture's defectI was also going give him a break on some of the labor for the Service Call
When I called Mr*** to discuss the conclusions on his Pump and what I was going to do to help him, before I could even begin, he announced that he was NOT going to pay the bill and continued to complain that he didn't authorize us to make the repairsI reminded him that I personally spoke to him, where he personally requested a Service Call and how we discussed the problem with the wire that had not been replaced priorI also reminded him of his acknowledgment that there would be a bill and how he asked me to "be gentle" when I figured what he owedHe continued on about taking me to court and insisting that he wasn't going to pay anythingHe did not give a reason as to why he left the jobsite and did not return prior to the crew finishing
Mr***'s statement that he called me to discuss the smashed wires is not accurateI initiated the call to discuss how I was going to adjust the billingReading about it in his complaint was the first time I heard about it
Mr*** has a couple of choices to consider how to go forward to resolve the issue:
1) He can pay his current billing and I will reinstate and update the Limited Pump Warranty to the current installation date for yearsIf he pays promptly, within days of this letter date, I will extend the Limited Warranty to Years, at no extra chargeIt is normally *** to extend the Warranty to Years and the cost of the Pump to replace in the future is approximately ***
2) We will return and remove the wire and return his original Pump and wire and credit the wireMr*** will still owe for the Service Call, since he requested our assistance and he can call whoever he wishes to make the necessary repairs
3) He can still refuse to pay the billing and we will file a "mechanic's lien" on his propertyHis billing will then be turned over to our attorney for collectionAt this point, all Warranties will permanently be canceled, including all other Warranties on any/all other equipment that was installed prior to his taking possession of the propertyOnce we file the mechanic's lien and the matter is settled, none of the Warranties on any of the equipment will be reinstated
4) He can call me and we can discuss a reduction in his bi
Initial Consumer Rebuttal /* (3000, 7, 2016/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never talked to Moss Well about the wire or any charges that I would have to pay till I called *** back and asked why I was getting billedI was there till all the work was completed and did not leave to go back to work till the workers told me everything should be under warranty and got into there truck to leaveThere are several untrue remarks in *** *** statementBottom line is I should have been told about any charges before they did any workI did not authorize or sign anything to let them to do work
Initial Business Response /* (1000, 5, 2017/07/29) */
Contact Name and Title: *** ***-President/CEO
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aol.com
Ms*** sent a down payment in the fall of and stated she would contact us in the Spring of to perform the workI did a
follow phone call in February and left a message to touch base with us againThere was no responseIn April she called complaining we had not performed the serviceShe was reminded that "she" was going to call us when she was readyShe was verbally abusive and had to call back after calming downHer Well was scheduled and drilled, then her *** deposit was applied to her billMs*** currently owes approximately *** difference for the work completed, but she has not paid her billHer pump was ordered, but when the main body was delivered there were some missing parts because they were on backorderThe back order was filled, shipped and received on 7/Ms*** was contacted and informed the installation was scheduled for the week of 7/31/Except for the initial conversation where Ms*** ordered the work, she has been rude and used vile language, including calling my secretary a "***"When the work is completed, Ms*** will be expected to pay her balance in full
Initial Consumer Rebuttal /* (3000, 7, 2017/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no idea why he would think I called anyone any such name it has to be hearsay from the woman that was totally rude to me so if that is a flat out lie I have no problem paying the balance in full as long as the job is done today is Friday and no one has even tried to call me even though he had sent an email stating that the work would be done on Tuesday Wednesday or Thursday