For the last few months,I have been begging for service from the Big Iron, and this has been so, since the Big Iron Installed the system in my house about three years ago; After leaving repeated messages time and again and trying to contact, there is no responseThe solo serviceman has no contact number; call the office and leave a begging message for the service person there is no response; The only time I was able to get a call back from the service person; for an urgent request the response was " I will see what I can do for you "; no commitment for a scheduled appointment After repeated phone calls to the office, there is no response for last few days This, has been going on since I got the systemI have to beg for service and wait for days Big Iron system is a propriety system no one else can service this I am in a hostage situation Why do Big Iron install system if not going to provide service afterward [redacted] It will cost me a sum to have some one install a new water treatment system; It is not a fair practice [redacted]
Initial Business Response /* (1000, 12, 2014/11/14) */
The following is our response to *** *** of Edson, Alberta:
July 3, 2014, senior water treatment personnel attended site and found water treating equipment working properly - grains hard - mg/l iron
July 3, 2014, customer
claimed coliforms still present so Big Iron agreed to supply a UV light at no charge, installed
October 9, 2014, service technician attended site to install a new UV light but found the glass brokenPromised to bring an exchange unit
November 5, 2014, replacement UV light was installed
Between October 9, and November 5, 2014, *** *** complained to the Revdex.com*** Field personnel were unaware of the complaint when they left Big Iron's shop with the replacement UV lightUV light installed November 5,
Big Iron Drilling does not take responsibility for coliforms in this customer's wellSenior personnel (a ticketed journeyman driller with over years experience with Big Iron Drilling) attended the well on four separate occasions and he found extensive amount of top soil on top of pitless adapter in the well and on the submersible pumpThis occurred after Big Iron drilled the well and left the propertyThird party(s) installed pitless adapter and trenched line from the water well to the dwelling
Chemical water tests on the well reflect similar test results to other wells in the area
We have been aware of the coliform problem from the time the customer made us aware of it some (?) years agoWe have done our due diligence and have responded with due diligence to their concernsHowever, we do not take responsiblity for something we did not cause
There is no indication of a cracked casing, no sand nor silt nor mud emanating from the wellTherefore, no evidence of surface water entering the well
In our view, the contamination is coming from surficial formation that entered the well when pump was pulled from the well, laid on the ground, reinstalled in the well and backfilling materials were dumped in the well all after Big Iron Drilling left the well site
Today, to our knowledge, the customer has soft, iron free, bacteria free water
However, we are still willing and have never refused to work with the ***'s in stopping the growth of bacteria in their well
Initial Consumer Rebuttal /* (3000, 14, 2014/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Happy to have the uv light installed, how ever your ticketed journeyman has never mentioned this top soil problem***
Initial Business Response /* (1000, 11, 2014/02/12) */
In response to *** ***'s comments, I was not aware of Ms***'s request to *** *** before his passingHowever, we will honour our obligation regarding pricing and discounts etcwith no problemFurther, there will be no
nastiness whatsoever with *** *** in the future as there has been none in the pastWhen weather permits, we will do whatever it takes to see that *** ***'s water well situation is corrected and there will be no cost whatsoever to herUnder the circumstances in this particular situation, our major problem is the weather and it coinciding with drilling rig availablityIn any event, we are looking forward to having *** ***'s problem solved nearly as bad as she doesWe will be in touch with Ms*** shortly after she receives this reply and we hope to get things straightened around as soon as possible and weather permittinget
Initial Business Response /* (1000, 15, 2014/05/08) */
Since the installation of [redacted]'s water treatment equipment in her mobile home June 2011, we have serviced it at no charge several times. The floods were caused by the [redacted]'s frozen drain November 21, 2011, again the frozen...
drain February 29, 2014 and again the same frozen drain March 4, 2014. On March 4, we charged her a service fee for this call as it was again their frozen drain This drain is the receptacle for the water treatment's flush line and is not attached to our equipment. She has always been aware that this situation is their responsibility and she had been advised to fix the problem on a number of occasions by two of our service men and our service co-ordinator. It is the responsibility of the home owner to have proper and adequate drainage facilities. This is clearly stated on our signed purchase agreement and Ms. [redacted] is fully aware of this fact. Big Iron Drilling Ltd. does not supply heat trace or have we ever done so. This is the customer's responsibility and it is illegal for Big Iron Drilling Ltd. to do any electrical or journeyman plumbing work required in this regard. According to Alberta Government regulations, this must be done by a licensed electrician, a plumber or it can be done by the home owner. This was explained to [redacted] on a number of occasions and she knows it to be true. We have no intention of going against Alberta Government regulations. [redacted] is being charged $175.00 plus G.S.T. for the March 4, 2014 service call. It was the same problem each time we were called out, which they did not fix. We will not be servicing the [redacted]'s equipment in the future if this service fee is not paid.
For the last few months,I have been begging for service from the Big Iron, and this has been so, since the Big Iron Installed the system in my house about three years ago;
After leaving repeated messages time and again and trying to contact, there is no response. The solo serviceman has no contact number; call the office and leave a begging message for the service person there is no response;
The only time I was able to get a call back from the service person; for an urgent request the response was " I will see what I can do for you "; no commitment for a scheduled appointment.
After repeated phone calls to the office, there is no response for last few days.
This, has been going on since I got the system. I have to beg for service and wait for days.
Big Iron system is a propriety system no one else can service this.
I am in a hostage situation.
Why do Big Iron install system if not going to provide service afterward.
[redacted]
It will cost me a sum to have some one install a new water treatment system; It is not a fair practice.
[redacted]
Initial Business Response /* (1000, 13, 2014/05/19) */
We agree that the water problem Mr. [redacted] is experiencing now is not satisfactory. However, we do not assume responsibility for the problems he is experiencing for the following reasons:
In August 2009, using a water sample provided by...
Mr. [redacted], we performed a water test, made recommendations and supplied equipment that was designed to treat the water represented in that water test. 28 months later on Dec 13, 2011, Mr. [redacted] sent us an email (copy faxed to Revdex.com) stating "Everything seems to be working fine, except I m experiencing a 20 PSI lose lately after the Iron eater bottle....Any suggestions?" This established the veracity of the recommendations and the functionality of the equipment supplied to Mr. [redacted] up to that time.
We have never been to Mr. [redacted]'s residence as he lives in BC and have relied on information supplied by him.
Subsequent to Dec 13, 2011, 2 further tests have been performed on Mr. [redacted]'s water. One done by Caro Analytical Service for Mr. [redacted] and one done by Big Iron Drilling. Both these water tests were substantially different from each other and from the initial water test done August 2009. Conclusion: The water in Mr. [redacted]'s well has been changing and is not the same water quality today as we were contracted to treat initially.
We have made recommendations to treat his existing problems but he said he does not wish to purchase anymore equipment from us. We understand from his complaint to the Revdex.com that he has already purchased additional equipment to deal with his changed water.
We have never refused to service Mr. [redacted]'s equipment and have willingly fulfilled our warranty obligations to him at no charge to date. We are still willing to continue honouring our warranty obligations to him.
We are not and cannot be responsible for the change in quality and/or quantity of any water well.
Initial Consumer Rebuttal /* (3000, 15, 2014/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I m sorry but I disagree with the facts.
The big iron system effectively got plugged in 2011.
Big iron then changed the media bottle under warranty as well as the media contents.
Thank you , it was appreciated.
Since the system never removed the iron as per Canadian standard, only about 35% was removed and those analysis were done by [redacted] Dec. XX XXXX.
I also sent water samples to Big iron and they were delivered Feb XX XXXX at 10.08 am.
I had to email big iron on March XX XXXX since I had no reply from them.
I then drove, at my cost, their equipment to their shop in Edmonton in April 2013 and they told me that they don t understand why it s not working properly.
The amount of iron in my well has barely changed over the years , it fluctuates between 1.8 to 2.0.
Big iron claims that the system they sold me could remove iron even above 5.0....
Big iron offered me then to buy a USED tannin filter for over 3,000$,to improve the color of the water, but they did not do anything for fixing the equipment I brought them, so it filters the iron, which was the primary purpose of buying their equipment in the first place .
I contacted by Email Ms [redacted] at big iron on Feb 11 2014 asking if she could buy their equipment back from me, even at a fraction of the cost .
The answer was NO , even though they offered me to buy a USED system earlier.
The water got so bad then , that I had no choice but to buy,from a different place, a new iron filter for 1,100 $ and it s removing 98% to 100% of the iron now.
I paid 5,100$ for Big iron equipment in 2009.
These are the dates and facts and I have all the documentation to back it up.
Regards
Final Business Response /* (4000, 22, 2014/07/17) */
Mr. [redacted] has owned the [redacted] system since 2009. We will provide Mr. [redacted] with $1,100.00 plus G.S.T., the price he paid for the new Iron Filter. He is to return the [redacted] unit to Big Iron Drilling and it will be refurbished. Mr. [redacted] will have 30 days after refurbishing to pick up the unit.
For the last few months,I have been begging for service from the Big Iron, and this has been so, since the Big Iron Installed the system in my house about three years ago; After leaving repeated messages time and again and trying to contact, there is no responseThe solo serviceman has no contact number; call the office and leave a begging message for the service person there is no response; The only time I was able to get a call back from the service person; for an urgent request the response was " I will see what I can do for you "; no commitment for a scheduled appointment After repeated phone calls to the office, there is no response for last few days This, has been going on since I got the systemI have to beg for service and wait for days Big Iron system is a propriety system no one else can service this I am in a hostage situation Why do Big Iron install system if not going to provide service afterward [redacted] It will cost me a sum to have some one install a new water treatment system; It is not a fair practice [redacted]
Initial Business Response /* (1000, 12, 2014/11/14) */
The following is our response to *** *** of Edson, Alberta:
July 3, 2014, senior water treatment personnel attended site and found water treating equipment working properly - grains hard - mg/l iron
July 3, 2014, customer
claimed coliforms still present so Big Iron agreed to supply a UV light at no charge, installed
October 9, 2014, service technician attended site to install a new UV light but found the glass brokenPromised to bring an exchange unit
November 5, 2014, replacement UV light was installed
Between October 9, and November 5, 2014, *** *** complained to the Revdex.com*** Field personnel were unaware of the complaint when they left Big Iron's shop with the replacement UV lightUV light installed November 5,
Big Iron Drilling does not take responsibility for coliforms in this customer's wellSenior personnel (a ticketed journeyman driller with over years experience with Big Iron Drilling) attended the well on four separate occasions and he found extensive amount of top soil on top of pitless adapter in the well and on the submersible pumpThis occurred after Big Iron drilled the well and left the propertyThird party(s) installed pitless adapter and trenched line from the water well to the dwelling
Chemical water tests on the well reflect similar test results to other wells in the area
We have been aware of the coliform problem from the time the customer made us aware of it some (?) years agoWe have done our due diligence and have responded with due diligence to their concernsHowever, we do not take responsiblity for something we did not cause
There is no indication of a cracked casing, no sand nor silt nor mud emanating from the wellTherefore, no evidence of surface water entering the well
In our view, the contamination is coming from surficial formation that entered the well when pump was pulled from the well, laid on the ground, reinstalled in the well and backfilling materials were dumped in the well all after Big Iron Drilling left the well site
Today, to our knowledge, the customer has soft, iron free, bacteria free water
However, we are still willing and have never refused to work with the ***'s in stopping the growth of bacteria in their well
Initial Consumer Rebuttal /* (3000, 14, 2014/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Happy to have the uv light installed, how ever your ticketed journeyman has never mentioned this top soil problem***
Initial Business Response /* (1000, 11, 2014/02/12) */
In response to *** ***'s comments, I was not aware of Ms***'s request to *** *** before his passingHowever, we will honour our obligation regarding pricing and discounts etcwith no problemFurther, there will be no
nastiness whatsoever with *** *** in the future as there has been none in the pastWhen weather permits, we will do whatever it takes to see that *** ***'s water well situation is corrected and there will be no cost whatsoever to herUnder the circumstances in this particular situation, our major problem is the weather and it coinciding with drilling rig availablityIn any event, we are looking forward to having *** ***'s problem solved nearly as bad as she doesWe will be in touch with Ms*** shortly after she receives this reply and we hope to get things straightened around as soon as possible and weather permittinget
Initial Business Response /* (1000, 15, 2014/05/08) */
Since the installation of [redacted]'s water treatment equipment in her mobile home June 2011, we have serviced it at no charge several times. The floods were caused by the [redacted]'s frozen drain November 21, 2011, again the frozen...
drain February 29, 2014 and again the same frozen drain March 4, 2014. On March 4, we charged her a service fee for this call as it was again their frozen drain This drain is the receptacle for the water treatment's flush line and is not attached to our equipment. She has always been aware that this situation is their responsibility and she had been advised to fix the problem on a number of occasions by two of our service men and our service co-ordinator. It is the responsibility of the home owner to have proper and adequate drainage facilities. This is clearly stated on our signed purchase agreement and Ms. [redacted] is fully aware of this fact. Big Iron Drilling Ltd. does not supply heat trace or have we ever done so. This is the customer's responsibility and it is illegal for Big Iron Drilling Ltd. to do any electrical or journeyman plumbing work required in this regard. According to Alberta Government regulations, this must be done by a licensed electrician, a plumber or it can be done by the home owner. This was explained to [redacted] on a number of occasions and she knows it to be true. We have no intention of going against Alberta Government regulations. [redacted] is being charged $175.00 plus G.S.T. for the March 4, 2014 service call. It was the same problem each time we were called out, which they did not fix. We will not be servicing the [redacted]'s equipment in the future if this service fee is not paid.
For the last few months,I have been begging for service from the Big Iron, and this has been so, since the Big Iron Installed the system in my house about three years ago;
After leaving repeated messages time and again and trying to contact, there is no response. The solo serviceman has no contact number; call the office and leave a begging message for the service person there is no response;
The only time I was able to get a call back from the service person; for an urgent request the response was " I will see what I can do for you "; no commitment for a scheduled appointment.
After repeated phone calls to the office, there is no response for last few days.
This, has been going on since I got the system. I have to beg for service and wait for days.
Big Iron system is a propriety system no one else can service this.
I am in a hostage situation.
Why do Big Iron install system if not going to provide service afterward.
[redacted]
It will cost me a sum to have some one install a new water treatment system; It is not a fair practice.
[redacted]
Initial Business Response /* (1000, 13, 2014/05/19) */
We agree that the water problem Mr. [redacted] is experiencing now is not satisfactory. However, we do not assume responsibility for the problems he is experiencing for the following reasons:
In August 2009, using a water sample provided by...
Mr. [redacted], we performed a water test, made recommendations and supplied equipment that was designed to treat the water represented in that water test. 28 months later on Dec 13, 2011, Mr. [redacted] sent us an email (copy faxed to Revdex.com) stating "Everything seems to be working fine, except I m experiencing a 20 PSI lose lately after the Iron eater bottle....Any suggestions?" This established the veracity of the recommendations and the functionality of the equipment supplied to Mr. [redacted] up to that time.
We have never been to Mr. [redacted]'s residence as he lives in BC and have relied on information supplied by him.
Subsequent to Dec 13, 2011, 2 further tests have been performed on Mr. [redacted]'s water. One done by Caro Analytical Service for Mr. [redacted] and one done by Big Iron Drilling. Both these water tests were substantially different from each other and from the initial water test done August 2009. Conclusion: The water in Mr. [redacted]'s well has been changing and is not the same water quality today as we were contracted to treat initially.
We have made recommendations to treat his existing problems but he said he does not wish to purchase anymore equipment from us. We understand from his complaint to the Revdex.com that he has already purchased additional equipment to deal with his changed water.
We have never refused to service Mr. [redacted]'s equipment and have willingly fulfilled our warranty obligations to him at no charge to date. We are still willing to continue honouring our warranty obligations to him.
We are not and cannot be responsible for the change in quality and/or quantity of any water well.
Initial Consumer Rebuttal /* (3000, 15, 2014/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I m sorry but I disagree with the facts.
The big iron system effectively got plugged in 2011.
Big iron then changed the media bottle under warranty as well as the media contents.
Thank you , it was appreciated.
Since the system never removed the iron as per Canadian standard, only about 35% was removed and those analysis were done by [redacted] Dec. XX XXXX.
I also sent water samples to Big iron and they were delivered Feb XX XXXX at 10.08 am.
I had to email big iron on March XX XXXX since I had no reply from them.
I then drove, at my cost, their equipment to their shop in Edmonton in April 2013 and they told me that they don t understand why it s not working properly.
The amount of iron in my well has barely changed over the years , it fluctuates between 1.8 to 2.0.
Big iron claims that the system they sold me could remove iron even above 5.0....
Big iron offered me then to buy a USED tannin filter for over 3,000$,to improve the color of the water, but they did not do anything for fixing the equipment I brought them, so it filters the iron, which was the primary purpose of buying their equipment in the first place .
I contacted by Email Ms [redacted] at big iron on Feb 11 2014 asking if she could buy their equipment back from me, even at a fraction of the cost .
The answer was NO , even though they offered me to buy a USED system earlier.
The water got so bad then , that I had no choice but to buy,from a different place, a new iron filter for 1,100 $ and it s removing 98% to 100% of the iron now.
I paid 5,100$ for Big iron equipment in 2009.
These are the dates and facts and I have all the documentation to back it up.
Regards
Final Business Response /* (4000, 22, 2014/07/17) */
Mr. [redacted] has owned the [redacted] system since 2009. We will provide Mr. [redacted] with $1,100.00 plus G.S.T., the price he paid for the new Iron Filter. He is to return the [redacted] unit to Big Iron Drilling and it will be refurbished. Mr. [redacted] will have 30 days after refurbishing to pick up the unit.