Berkshire Mechanical

October 22, 2015Dear *** ***,Thanks you for your letter of October in reference to *** ***'s complaint*** *** has been a customer of Berkshire Mechanical since and we consider her a valuable customerWe went out on a service call to her residence at *** *** ***
***, Robesonia, PA in 4/regarding no water in the houseWe found the we pump was bad and were given permission to replace the pumpThe pump was set at a depth of 100'During the replacement, we were only able to drop the pump down to a depth of 80'This is a problem that can happen and it points to the integrity of the well itselfWe believe that part of the well collapsed and that is the reason the pump could not be dropped back to the original position*** *** Complained of the dirt that she was dealing with in her faucets since we changed the pumpWe informed her that it may be due to us pulling out the pump and it may take some time to settle out*** *** asked if she could make payments against the invoice and we agreed to allow her to do soFrom 4/to 9/she made monthly paymentsWe didn't receive a payment in 10/and we called herShe mentioned that she was unemployed and that she would do her best to make a paymentStill no mention of an issue with our ServiceWe notified her in 1/that if we didn't receive a payment that our policy is to forward the past due invoice to the District JusticeOur office spoke to *** *** 2/and she stated that she now has a new job and she will start to make payments againWe received payments in 3/and 4/and still no mention of issues with our service.In May of 2015, *** *** called with an issue in her systemThe water was dirty and the pressure in the home was poorShe also needed to change the water filter in her house every few weeks instead of every several months like before the pump was pulledWe suggested that we raise the pump another 10-feet and see if that would help the situationWhen the service tech pulled the pump up he realized that there was a liner installed in the wellThe liner was marked on the well cap as being installed, but our technician did not pick up on itWe pulled the pump up another 10' and saw the liner come up with itWe did our best to set the liner back down to where it wascalled the company that drilled the well and asked them about the linerThey informed me that the liner was installed because of the poor integrity of the wellI don't feel that Berkshire Mechanical did a good job in communicating the problems we had with the well to *** *** I spoke with *** *** after I spoke with the well driller and left her know that we can't be held responsible for the poor integrity of the well and that it may be necessary to have a well driller come out and clean out the welloffered *** *** a $credit for the issues that we incurred, which she acceptedShe then sent me an email stating that her husband was not happy with her decision to accept the credit and she changed her mind.I feel that we are justified in charging *** *** the remaining $1,which covers the cost of the pump, pipe and wire still in the well and can be reused if the well is cleaned outI am sympathetic to fact that this is an unforeseen event, but I remain firm that we can't be held responsible for the integrity of the existing well.Sincerely,Michael M.General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Berkshire is guessing that my well has collapsed.  Their words "points to" & "believe". confirms this.  They cannot know this because they cannot see into the well.The statement regarding my being notified on 1/2015 that their policy is to forward the past due invoice to the District Judge is a Lie.  I was never told that.  I was asked to make payments and I did so whenever I could.I called in May of 2014 and complained about low water pressure and dirty water.  The technician told me the only solution, to both problems, was to change the filter every couple of days. In May of 2015 I called, made a payment, and asked if anything else could be done since it had been an entire year of us changing filters often, and we had the same problem with low pressure and dirty water.  When the technicians came, they first checked and changed a faulty water pressure switch which fixed the problem with the water pressure - Finally!  This switch was never even looked at on the 5/2014 service call.  Yes, they suggested raising the pump, I was willing to try anything.  While pulling the pump the technicians stopped and told me they pulled up the casing.  (in fact they pulled the liner not the casing)  The technicians told me to call a well driller because I probably needed a new well.  Another lie is the following statement: "When the service tech pulled the pump up he realized there was a liner installed in the well" - the technicians said they pulled the caseing.After they left I  called to the company who installed my well.  I was able to provide the name of the builder who hired the well drilling company.  Therefore, I know we were discussing my well.  The person I talked to was able to provide all the details of the well.  The well company  told me that they installed liners as a preventative measure in my area.  It was no sign of the integrity of my well.  They also confirmed that it is not possible for a human to pull up a well casing.They also provided the information about wells being designed for the pump to work at a particular depth. The Berkshire technicians and the service manager did not know the difference between the liner and casing.  The Berkshire technicians and the service manager did not know that the depth of the well pump should not be changed.  In my opinion they are not qualified to work on wells.  Also, when they changed the pump and could not get it back to 100 ft., I believe they should have stopped then and informed us.  Instead they decided to just put the pump at 80 ft. and left.  The first we knew the depth of the pump was changed was when we received the invoice.The service manager who replied to my complaint stated that he talked to the well driller about MY well.  That is another lie.  He talked to him about wells in general.I know this because the builder of my home hired the well company to drill the well. Berkshire's General Manager does not know who the builder was.  Therefore, he could not have possible discussed my well in particular.I agree that the well pump can still be used.  I do not think the 80 Ft. of pipe and wire can be used because the pump needs to be put back at 100 Ft. where it belongs. Please see the attached documents.  You will find a letter from Berkshire and my reply. My reply includes pictures of the well liner that the Berkshire technicians pulled up.   Both letters provide additional information and proof of my attempt to work with Berkshire on this issue.
Regards,
[redacted]