Matteson Pump and Water Systems, Inc.

Review: Extended Warranty terms not being honored. Overcharged on installation. General "Run Around". Invoicing and Purchase Paperwork not provided.

March 2012 received a quote on project installation and solar well pump purchase. Hired vendor to complete project in August 2012. Vendor did not provide the entirety of labor that was quoted as would have been unable to install solar panels appropiately if not for neighbor's assistance. I was charged well over the initial estimate with a great portion of the labor provided by friends, family and neighbors. March 2013 the pump slowed and water quality was low. Called vendor to come look at pump. Vendor diagnosed that well must have caved in and the pump was running slower than it should. Took pump to submit against extended warranty paid. No communication was received from vendor regarding of status of warranty, whether new pump charges would be refunded, and if extended warranty would apply to new pump. I had to regularly contact vendor directly to follow up on status. May 2013 vendor told me his supplier would not honor warranty due to sand. Vendor and I researched extended warranty and confirmed that sand is covered. Vendor said he'd send directly to Grundfos Manufacturer. Still no communication from Vendor. I called over and over again, and texted, and emailed. At one point he said that Grundfos had refunded $1700 of the $3100 in charges that should be refunded. Still no communication. Through incessant emails, phone calls and texts at one point vendor said he'd look into honoring warranty in house. As of 12/31/13 vendor informed me via email that Grundfos would not honor warranty due to sand. He could resend to Grundfos or I could pick it up myself and send it to Grundfos. Still no response regarding warranty information or final invoices for services and parts paid for with this vendor.Desired Settlement: Seeking full refund for replacement pump and labor charges. Confirmation of extended warranty on new pump, paid for by vendor if not covered, along with all written records requested.

Additionallu, I am requesting a re-evaluation of initial charges and actual work completed against initial project estimate, refunded accordingly.

Review: Matteson Pump came out to check out lack of water. First, they said we had a bad leak, none was found. Then they said we needed a new pump and replaced it. With still no water. After further consideration we called Diamond Well. They sent a tech out. He found they put a restrictor on our water line & several other problems to be corrected. Two days later we had water. The tech said it looked like they had made it look like we had no water, possibly to have us redrill the well.Desired Settlement: Half of original bill - 1003.00. Pay other well company's invoice - 425.66, re to fix all problems they created.

Business

Response:

Initial Business Response

Contact Name and Title: [redacted] (Owner)

Contact Phone: (XXX)XXX-XXXX

Contact Email: [redacted]@gmail.com

In response to the consumer's complaint Ms. [redacted], I would first like to bring attention to the simpl fact that Matteson Pump & Water Systems is not a well drilling company, thus we do not drill wells, we only fix pumps.

Second, Ms. [redacted] prior to our services had a restictor in called a DOLE VALVE. In her situation the dole valve was too big, her well did not produce enough water. Dole valves or "restrictors" have been used in wells for 50 years now.

Ms. [redacted]'s old well pump was bad, therefore Matteson Pump & Water Systems pulled and replaced it. The new pump filled the tank fine. It was then two days later that Ms. [redacted] had called and said she had no water. Matteson Pump & Water Systems had then sent a tech out and he had found a hose running in the yard, he shut it off and then she had water again.

That was a month ago and she also had a 1 year warranty on all our work done if she was unsatisfied. Ms. [redacted] could have called our office and any problems would have been fixed for free.

I do not understand why Ms. [redacted] is requesting for half of the original bill to be refunded when a Dole Valve cost $150.00 and we would have to see the original Diamond work in order to make a decision on the $425.66.

Final Consumer Response

I would like to thank you for reviewing my complaint at the Matteson Pump company.

I did contact the manager of the pump company and informed him of my dissatisfaction. He was kind enough to resolve my issue to my satisfaction.

Again, thank you for your time.