ComplaintsforAquatek Well and Pump Service, Inc.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had Aquatek Well and Pump Service come out to replace my well pump on 6/27/2022. Christopher M**** was the worker and he had another employee named Jessica with him. He charged me $1,600 to replace the well pump. I reached out to them again because I was losing water pressure on 8/17/2022. He came out and said that I needed to turn my breaker off. On 8/21/2022 I woke up to no water in the house. I called an electrician*************** because I could see where the breaker had tripped at the Well Pump. The electrician came to the house and assessed the situation and said that my breaker was fine. The electrician said I needed to contact a well company to have them pull the pump out of the ground to find the electrical short. I called Charmaine F*********** and Christopher M**** back out to the house and told them what the electrician said. He went out to the well pump control box and then came back in the house and said the well pump was gone. He said that I would need to purchase another one. I was in shock because I had just had it replaced 6/27/2022 and on my receipt I was supposed to have a year warranty. He told me that if it hadn't been two months out that he would've honored my warranty. I called two other Well and Pump repair companies to come to my house to check the well pump and they said the well pump wasn't wired correctly. I ended up having to have another company to fix it which caused me extra money **************************** I emailed Aquatek Well and Pump Service on 8/29/2022. Aquatek hasn't tried to resolve the issue. They emailed me back 8/30/2022 trying to place the blame on me. I ended up having to drive to another county to take a bath because we had no water. I couldn't cook nor wash clothes due to not having any water. I am a single mother with a disabled child who is still in pull ups, therefore it was a major inconvenience to be without water. Also they had one of their employees write a good review for them. I feel scammed

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/08/30) */ Ms. ****** if your going to file a complaint then it's only fair to tell the truth. We did install a pump correctly on 6/27/2022 for $1,600.00 and this does come with a 1 year manufacturers defect warranty. When we were contacted on 8/17/2022 for low pressure the pump was checked at well head and and 18GPM was flowing steady. What was found on that day was the bladder tank had failed. You were advised that you needed to replace your bladder tank immediately. You asked if it would last a couple of weeks and "grunted". The tech stated "probably not" but if you were not going to address the problem immediately you would be required to turn the power off when water was not needed to save the pump from burning up. By your own admission when you called us back approximately 1 week later when you had no water, you stated that you NEVER TURNED OFF THE POWER TO THE PUMP!!!! We explained after 1 week of non-stop running due to a failed bladder tank that was not replaced, this caused the pump to burn out. The warranty does not cover customer negligence. Over the course of our relationship we have helped you out tremendously. We have come out for several emergencies on the weekends and have even repaired some items that were not well related at no charge, as well as giving discounts on well services on a number of occasions. We also offered to replace the burned out pump and bladder tank, at an extremely reduced rate with a low monthly payment plan which we do not offer normally. You chose to have your father call us and verbally attack our tech on the phone and still our tech advised if our help was needed to call us anytime. You chose to contact another company. Our price would have been half the amount of what you paid with **********************. You stated you feel scammed you should by the well company that you went with after us as they over charged you by $1,300. Again, the pump failure was due to your not replacing the bladder tank when needed and then not following the instructions from the tech. Thank you. Consumer Response /* (3000, 7, 2022/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept the response because the Well Pump wasn't wired correctly and I was told that I had a year warranty on my Well pump. The Well Pump shouldn't have went out in less than 2 months. The Well Pump wasn't constantly running. I'm willing to negotiate my refund to be returned of $1,100.00 Business Response /* (4000, 9, 2022/09/12) */ Again, the pump was not wired incorrectly as it is impossible to incorrectly wire a 2-wire pump. The pump has a 1 year warranty against manufacturers defect. This was not the case as the customer admitted to technician and witness that she never shut the pump off and it ran for 7 days straight, due to a failed pressure tank the customer chose not to replace. If the customer had replaced the pressure tank when we told her it needed to be replaced then the pump would not have failed. We have installed this brand pump in question for over 8 years and have never had a pump fail. Well pressure tanks/bladder tanks preserve the life of a well pumps by decreasing the number of times the pump must turn on and off. Without this vital component working properly it will cause your pump to fail and that is what happened in this case. The customer called us out there to diagnose the problem. We told the customer the pressure tank was failing and it would cause their pump to fail if not replaced. The customer chose not to replace the bladder tank. There will be no refund due to the customers negligence. Thank you. Consumer Response /* (4200, 16, 2022/10/04) */ This complaint has not been resolved because they need to refund my money. I'm not the not the only person that has been screwed by this company. Business Response /* (4000, 18, 2022/10/06) */ The BBB sent an email this case was closed. As we have explained several times in our responses the customer failed to address the failing bladder tank when she was told of the issue. We can not force customers to make repairs to their property if they choose not to do so. Therefore, not completing timely repairs, equated to burning up the new pump and this voids the manufacturers defect warranty. There will be no refund for customer negligence. Thank you.

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