A.S.A.P. Pump & Well Service

I called this company for emergency well service due to the fact I had no water. The guy on the phone told me he would send out a crew the next morning after I had called earlier and they blew me off. They then decided to charge me emergency fees. The crew they sent out quoted me $1700 and said I needed a new pump. Well that wasn't the case as well as their knowledge expertise being at question, they charged me 562.50 for nothing except to drive out to my house and lie to me about what kind of pump I had. Upon further investigation (another contractor) we found that I had a busted pipe, not a broken pump. So when I was called about where to send the bill I thought maybe $150 for them to travel on a Saturday but it was $562.50. I said I wanted to speak with the manager and the clerk said he would call. I never received a call and three months later I got a bill that was posted 30-60 days past due. I then called them back to ask why I hadn't received any prior Buls and she said that was the third one she sent. I said no ma'am this is the first piece of mail I had recieved from them. Aside from the billing issue, the lack of professionalism was apparent when the crew they sent out was a couple young guys sweating out last nights alcohol. For a mother of a three year old home alone while her husband is away, that was a little uncomfortable. I'm reporting this company for poor customer treatment and blatant disregard for my requests. As well as, unprofessional behavior since they wanted to argue with me on the phone as well.Desired SettlementI feel that $562.50 is an unreasonable amount to charge someone for driving to their house, reading son wires and determining a false diagnosis. Not only did they advertise 24 hr service, they said it would be dark by the time they got to my house. I know what 24 hr service means to me and when there's no water in your house, I assumed this constitutes an emergency. All I got was BS and Big a Bill!!!Business Response The customer called on 10/9/15 late in the day. Her phone call was returned and when the customer notified us of her location, which is 74 miles away from us, she was informed that there are other companies closer that would be less expensive. The customer called us back and said no one could come on the weekend. At this time the customer was informed that we could come on Saturday but it would be charged at an hourly overtime rate and that this also included travel time form port to port. The rate was given to her verbally. The customer was asked if she had any information on the equipment in her well so we would know what supplies we needed to bring with us. She did not have any information. Our company sent a crew out to the customer's house on Saturday and our team found that the pump had shorted down the well and needed to be pulled to determine the exact cause of the problem. Our crew had taken a few different pumps to the jobsite, but determined on arrival we did not have the correct pump. The tech on site gave the customer a verbal quote of $1700 to replace the pump, but informed her that we would not be able to get the parts until the following Monday. At this time the customer agreed to wait until Monday. The customer called back later that weekend and informed us that she had found somebody else to fix it that day.An invoice was typed for the time already invested in the job and mailed on October 14. A statement is also mailed out at the beginning of every month. We cannot determine whether the customer received these. The customer called back at a later date and claimed that she was not informed of the labor rate and that the December statement was the first notice that she had received. The manager called her back and after explaining the charges once more, they came to a verbal agreement that the bill would be reduced by $362.50 and the portion left that the customer would owe would be $200.00. The mention of our company blowing her off was because we tried to inform her that it would be cheaper to have a company that was closer service the system. The customer still chose to have us come out after being made aware of the charges. After the customer called to complain about these charges at a later date, we agreed to reduce the bill for her. After reducing the bill the customer still has not made any payments. We feel that we have done all that we can to try and resolve this situation at this time.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I have sent the payment agreed on. I accept this part. I don't, however, accept there response on how they informed me of any of these details. I called during normal working hours first and they told me my well probably shifted and not to worry. so then when I had no water and exhausted all other avenues, I called them back. what I got from a 24 hr emergency service was, "well, it will be dark by the time we get there" maybe they shouldn't advertise that then, and maybe if they had honored the 24 hr emergency service they placed on their website then I might not have felt I needed to report them for this whole mess