Aqua Well & Pump Systems, Inc.

Review: When the service guys showed up to fix my problem of not having any water at my house and they told my wife (who was the only one home) it was going to be "a flat rate fix" I asked (over the phone, through my wife) that they leave my old broken well pump so I could have it inspected. Both my wife and I heard both servicemen agree this would be ok and said they would leave it, WHICH THEY DID NOT. Also, according to their own procedure for decontaminating a well, the chlorine must be recirculated through the well and the well cover and casing must be rinsed down with the chlorinated water to ensure proper decontamination. My hose never got touched, I know this because the valve inside my house that turns that hose spigot on and off was still off when I got home from work that afternoon, therefore it stands to reason that when I got my water test results back a week later in the mail and it said that my water supply was contaminated with Coliform bacteria and was unsafe to drink, that this came from the improper decontamination procedure performed by the company's servicemen. Upon finding this out I contacted Aqua Well and Pump to find out what they would be doing to fix our water as was our contract and I was told they would be doing nothing. They advised me not to continue drinking from our well as it could make us very sick and told me they would be willing to come back out to our house to re-clean the well for an additional $200. I asked why I would need to pay more after already contracting them to fix our water problem and I was told that my well could have been contaminated before their work so they would not be held liable for it after their work was complete. Also, Aqua Well and Pump had our test results stating that our water was unsafe to drink and that it posed a potentially SERIOUS HEALTH ISSUE for our entire family but failed to call and/or leave a message. They also had my email address on the form sent with the water sample but also failed to send me any email warning me of the contaminated water. Instead, they mailed me the sample results, which meant my family was drinking contaminated UNSAFE water for several days before we learned of the problem. I feel I had a reasonable expectation for clean drinking water after they came to service my well and that was not delivered, along with my old well pump they said they'd leave but didn't.Desired Settlement: As a mechanical contractor who works for a company with a plumbing division, I am able to find out what a supplier will charge a contracted installer for the parts listed on my invoice so I researched the cost of the materials they used, and came up with a total of $1,114. I added one hour of labor at $20/hour for each of them which brings the total to $1154. Minus my costs for decontaminating and retesting of the well quality of $150. This brings the final cost of our total transaction at $1000.

Business

Response:

Regarding the well pump replacement for the [redacted]'s for the property located at [redacted] invoice #[redacted]. The replacement of the well pump on July 2, 2014, was completed in a professional and code complying manner. Aqua Well & Pump Systems, Inc. and it's employees are State Licensed Pump Installers by the Wisconsin Department of Natural Resources both corporately and individually. Aqua Well & Pump Systems, Inc. uses only the best quality of materials available and provides one of the best of the industries warranty on these materials. To date the [redacted]'s have failed to pay for this service and materials in full. They have a remaining balance with our office of $1,450.00 and at this time it is 60 + days past due. All balances over 30 days are subject to an interest rate of 18% APR and possible legal action. The [redacted]'s were provided a copy of invoice #[redacted] and warranty, dated July 2, 2014, on which they provided signatures both authorizing the work, satisfaction upon completion of the work and a partial payment (check #[redacted]).

Consumer

Response:

03/01/15 - we had no water. Called Aqua as we had done business with them before. They came, replaced the pump & pressure tank. Serviceman took a water sample from the garden hose & a few days later, [redacted] calls to tell us not to drink the water or use for cooking, as our arsenic level was 89. She gave us the name of a business that would install equipment to rectify this to the tune of several thousand dollars. We were very upset about this. This caused a great deal of stress & anxiety for us. Hauled gallons of bottled water home. This was heavy on our minds during our 2 week vacation, not knowing what we were going to do.Returned from vacation 3/28 to find we had a leak in our well pipe, called Aqua, they came & repaired on 3/30.Easter Sunday, we again had no water & the well pipe was leaking worse than before. I called Aqua & the phone was answered by the most insulting (I ruined her Easter by calling) obnoxious women I have ever dealt with. They did come back & repair for no charge, when weather permitted. In the meantime, we are bringing bottled water home & getting buckets from neighbors for bathroom use. To not drag this our further, I called the lab that did the arsenic test & the gentleman told me this result of 89 is an anomaly & we should send a second sample which came back NO arsenic detected. I called [redacted] but not even so much as an apology from her.For 2 months, we bought & hauled water home. We believe we are entitled to some compensation for this. I posted 2 reviews on their web site but they only post favorable reviews and have not even acknowledged my review.How do they get an A+ rating ?

This review is to thank Aqua for their prompt courteous service and standing behind their products. My warranty was out of force on our well pump and I was aware of that. Aqua's technician came right out and took care of the problem. The office staff worked with the distributor to get my system covered under warranty. As a businessman I fully acknowledge this was not Aqua's problem nor fault, yet they responded as if it was. Good deeds are returned ten fold! I would highly recommend Aqua for their superior service.

I had my well pump replaced this morning by Aqua Well & Pump. The technician was [redacted] Lookalike) and & must say he is the nicest, most pleasant service tech I have ever dealt with. He answered my questions without hesitation or being demeaning to me when I asked. He explained everything very well and he was very specific with the instructions. Also I was pleased with price, a little less than quoted which is always nice too.

Prior to calling Aqua this morning I was in contact with one of their competitors and not knowing much about this the representative was very rude and demeaning to me when I asked questions. His quote was also way out of line compared to one other company & Aqua. Their response to my family not having water was exceptional. If anyone needs pump service I highly recommend Aqua as well as [redacted].

My experience with Aqua Well was horrible. Last December we noticed our water pressure was going down and called Aqua Well to check on the problem. After checking the well they told us it was possible they could clean out the existing well to restore the pressure and if that didn’t work they would need to drill a new well. Based on our discussion we agreed that it would be best to wait until spring to do the work. In spring we contacted Aqua Well and set up an appointment. The technician was unable to clean out the existing well and told us a new well needed to be drilled but no one was available until the following week – meaning we would be without water for about a week. I called Jean at Aqua Well and she told me that they don’t drill wells (despite that being listed as one of the services they offer on their web site) and the sub-contractors were busy until the following week. I questioned why they would even do this on a Friday if they didn’t have the ability to complete the job and Jean told me it was my fault for allowing them to do it on a Friday. She also told me the technician offered to reconnect the well but we refused. I explained to Jean that the tech told us if they reconnected the well, the sludge from trying to bail out the well would cement all of our water fixtures shut and we would have to replace all of them, and her response was “They did offer and you refused” – what kind of reputable company would even consider that an offer? Aqua Well then sent us an estimate for a new well at over $15,000. Due to the horrible customer service and the bind they left us in I started calling other companies. One company who used the same sub-contractor to dig the well was about $500 cheaper for just the sub-contractor than Aqua Well. Another company told us that a non critical job should never have been started on a Friday and especially not in spring when all the well drillers were busy with new constructions. Another company asked us why they weren’t re-drilling the existing well which I didn’t know myself. We decided to use another service provider, they re-drilled the existing well, got us strong water pressure the same day and saved us over $11,000. In all fairness I do need to thank Aqua Well for providing such rude customer service and dragging their feet on completing the job – if they have been professional and able to do the job right away it would have cost us $11,000 more than it did so my sincere thanks them for their horrible service.

Review: On the date of 2/20/14 I contacted Aqua Systems to repair a well pump issue. A service man came and determined the well pump was bad and needed to be replaced. I was instructed to remove a small building that housed the pump and to cut down some large tree limbs that were obstructing the pump. I was charged $80.00 for this trip, witch was paid immediately by check. The next day, I cleared the structure and cut down the tree limbs. Once again I contacted Aqua and they sent out a service man. He attempted to remove the pump and failed. The service tech. instructed me to soak the pump with soda and call back after the weekend, I did so. On Monday I contacted Aqua again, they sent a tech. again. The tech. tried again to pull the pump and failed, but this time they broke off the top of the well. I was told the well needed to be dug up and that they could not do that due to the fact "the boss doesn't want to damage his new tractor and that he would be better off installing a pump somewhere else, making money, verses monkeying around with my problem". The tech. then told me that "this was the second job he had to walk away from in his 11 years with the company and that he broke the top off of the last well he worked on". So, now not only the pump was broken, the top of the well, a need for excavation and repair and was told to "call somebody else". I was then presented a bill for $600.00 for Aqua services witch included two failed attempts to remove the pump and destroying my well. I contacted Jean at Aqua and she said that the bill was fair and I was responsible for the bill in full. I didn't think that was fair and she agreed to take off a hundred dollars for my inconveniences, I paid them $500.00, this whole time I also had no water. I then contacted Huemann well & Pump services to set up an appointment. Huemann well came out 3/17/14, almost one month without water, they hooked up a tractor and removed the pump within 10 minutes. They then could have installed a new pump if the well was not broken by Aqua, instead they had to dig up the well resulting in a big mess and a bill of $1971.00 for excavation and repair of well. The job was completed the same day.Desired Settlement: I believe I owed for two service trips at $80.00 resulting in a bill of $160.00, witch in itself is high because most of the time the techs. were here they sat in their truck on the phone. I am requesting a refund of $340.00. I have all of the work done documented with dated pictures and the invoice to repair the damage. If an agreement can not be reached I will pursue legal action holding Aqua responsible for the initial $500.00 charge and the $1971.00 to repair the well totaling $2471.00. A refund of $340.00 is fair for the job Aqua didn't want to do after they made my problem worse....

Business

Response:

Response to ease #[redacted]With regards to the home owner's complaint, we all experienced extreme weather conditions this yearand most equipment used in our industry is sensitive to the extreme cold. Aqua Well & Pump Systemshas five (5) plus hours in labor invested in the attempts to remove the well pump from the well.Although Aqua doesn't accept any liability either acknowledged or implied. we are offering the homeowner a settlement amount of $200.00.

Business

Response:

A check for $200.00 was mailed immediately after the complainant accepted the offer. We have placed a stopped payment on that check and another check (#[redacted]) for $200.00 has been mailed out on December 17, 2014.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Check #[redacted] in the amount of $200.00 was received on 12/19/14 from Aqua Well & Pump. I consider this unfortunate matter closed...Thank you!

Regards,

We had a well issue and called Aqua Well. We were quoted the trip charge and an estimate best/worst case scenario. Within 45 minutes of our call, we had a technician at our home. It was a minor fix but our system is old. They are going to send us a quote for a replacement system which allows us time to budget for this repair. We thought this was exceptional. Arrival in less than an hour, technician very professional and repaired not replaced what was necessary. A detailed quote for future repair/replacement as it becomes necessary. In today's age of rude "we will get there when we get there" business this service was fantastic. We could not recommend them any higher!!

I recently had Aqua Well come out for a service call. Our appointment was for noon and I was running 20 minutes late and Ezra, who kindly greeted me in driveway, had no problem with me running late. He was extremely meticulous and thorough. He even took the time to replace a burnt out light bulb in my basement for me! I would recommend Aqua Well to anyone needing well servicing.

My well pump was leaking and I called Aqua and they were out to my house with in 24 hours. They had me sign an estimate for the repairs and completed the repairs with in 4 hours. They were very professional and I was happy with their service. Would highly recommend.

What a great company I can not say enough about their service. I had a leak in my pressure tank and called them frantic. The ladies in the office told me how to shut off well pump & drain system, which averted my basement from being completely flooded. A technician [redacted] was sent out, he replaced my tank and cleaned up his work area when done. The best part was my invoice amount was less than quoted. I received top notch service at an affordable price for what I considered emergency service. If you need any well service call Aqua

Aqua saved me thousands of dollars & a huge mess in my yard. I was having problems with my well running out of water, I had another company out and they said I needed to abandon my well & drill a new one. I was calling around getting estimates for a new well when I called Aqua. I explained the situation & they said before we quote you for a new well let us try to find your original well log on your existing well. Within an hour they called back with this vital information and told me they thought our well could be saved. They explained the process of pulling the pump out and taking a large air compressor and blowing the well out. You can see a picture on their website under airlifting. So [redacted] came out pulled the pump and proceeded to blow large amounts of what looked like oil from my well, after about 3 hours the water started to run clear and lots of it. I couldn't believe my eyes. [redacted] put a new pump in and started to run my outside hose and I never lost the water, he told me it went from running out of water to making over 15 gallons per minute, the same that it made when it was originally drilled. Airlifting cost a quarter of the price of drilling a well along with all the yard damage and headache. They truly are an amazing company Thank you AQUA

We have a well and pressure tank system, and our water pressure had been reduced somewhat over the last year, so I contacted this company for an inspection. Technician took a very cursory look at our (bladder type) pressure tank -- after rocking it a couple of times, and before draining it and checking bladder pressure, he told me the tank bladder had "definitely failed". He quoted me $1,200 to replace the tank, and conveniently had the correct replacement tank already in his truck. I said "we'll think about it" and in the meantime asked that we drain it and check bladder pressure, which showed a few PSI below normal. I requested he pressurize it back up to 38 PSI (we have 40-60 PSI switch settings), and "we'll see how it performs over time". Just rechecked it, and there is no change in pressure yet. There apparently is NO significant bladder leak -- at least not enough to warrant an very expensive tank replacement. This appeared to be a "spring loaded" attempt to sell us on a new tank without any realistic assessment. I deeply resent that type of abuse of the customer trust, and will no longer do business with this company.

[redacted] came and fixed my well the same day I called. Very fast and reasonable bill. I'm very happy with the service.

Our water stopped on Sunday March 16th We have a joint well with our neighbor with two pumps in the well. Aqua's service man was right on time Monday morning. He identified the problem with the power to the pump quickly. He pulled two pumps from the well. Found the broken electrical wire at the pump level, repaired it and reset both pumps. He also identified and fixed other problems with my system and repaired those as well. He also had to deal with the neighbors & found a faulty pressure gauge on their system and repaired that too. The work he had to do was extensive. He was courteous, knowledgeable, diligent and a hard worker. I would recommend Aqua to anyone needing service, especially if it is emergency service. [redacted]