Butterfield, Inc

Butterfield Inc., responds to well problems with a priority given to situations without water. Given that the above captioned was a pressure issue, we informed the people that we would check out the situation when we would be in the general vicinity to review the other
work thought to be a "band-aid" fix and report our findings. With summer time calls and heightened seasonal business, along with the fluid nature of well pump installs and/or service calls, it is not always feasible to call ahead for every service call, UNLESS WE KNOW THE PREMISES ARE NOT AVAILABLE FOR SERVICE. The well in this situation was located outside and able to be accessed for review. We received no call from the owners informing us that someone else had serviced them. On 9/15/techs called the husband/owner and reported that the crew was at the site and checked things out. The tech fully explained what was found and confirmed that everything was running correctly. We received a thank you with no other comment made. The reported service was thanked for and considered to be satisfactory from the feedback given by the husband/President of the Association. We are willing to accept 50% of the invoice to cover time, travel and reporting of our findings. *** Butterfield, on behalf of Butterfield, Inc

Review: We are disputing the charge for a service call by Butterfield Inc.

I have called them on November 9 and November 23 to try to get his resolved. I was told I needed to speak to [redacted] who was not in the office on November 9. They have both Tim's cell number and our home phone. I called today at 8:45 and left a message with my name and phone number regarding the invoice on the answering machine.To date no one has called back.

Following the history of our "service" with Butterfield Inc:

We started calling Butterfield, Inc. on June 26 asking for service on a 45 year old joint well on behalf of our village association. The well had been failing over several years but more often over the past year. While most of the properties are vacation homes there is a full time resident who has reported frequent outages. Our local plumber has replaced a switch numerous times which seems to get waterlogged. Our one full time resident has been able to get the well started on his own but the well had become more and more unreliable which is the reason we decided at the last village board meeting in June to call in a well specialist for repair after agreeing on a dollar amount in case the repairs were severe.

We received three recommendations from local businesses for Butterfield, Inc. which is the reason they were called. On August 4, when we visited the office of Butterfield Inc. we found out that they had installed the original well so we still felt we were on the right track but were getting anxious about the delay in getting anyone out there to look at it.

My husband called six (documented but there were more) times including the above 6/26, 6/30 7/8, 7/20, 7/24 and stopping into the office on 8/4 with photos of a leaking well. We did not get beyond speaking to the receptionist and never able to speak to anyone else. He was repeatedly told that we were ‘on the list’ and could never get any timeline when service might be scheduled or talk to a ‘technician’.

The photos we brought into Butterfield’s office were of the well dripping water from the switch taken while we were up that weekend of August 4 hoping this would get someone out soon to look at the well and fix the problem. On August 14, we called again and were told again that we were ‘on the list’. Our plumber replaced the switch and the village paid a second service fee to them while we waited for Butterfield to respond.

By early September we decided that Butterfield Inc. was not interested in our business and called another well company. On September 15 my husband received a phone call from the Butterfield Inc. from the well that two technicians were out there and that there was nothing was wrong with it. The other company had already been out to look at it in the meantime. The technicians were told to cancel the service call.

November 3 we received a phone message from Butterfield Inc. asking us to call to resolve an open invoice. November 6 we received our first invoice with interest. Butterfield Inc. had never contacted us for our billing information or to even let us know that service was scheduled.

On 11/9 I called to resolve the bill with [redacted] and was told that if we were disputing the bill we would have to talk to the owner. I asked [redacted] (the receptionist) if three months was normal turn time in requesting service and was told that our situation was not urgent! I was also told that that Butterfield Inc. does not let customers know when service has been scheduled which is odd since wells can be inside homes or may be locked up. If we had been contacted with a scheduled date at this point we would have canceled with the office and saved them the trip. If they had responded in a reasonable time with a scheduled date, we would have had our full time neighbor out there to meet them since he was most aware of what was happening on a daily basis and as a courtesy in case they needed to test or interrupt service to find out what was wrong.

In view of the above I am asking that the invoice be canceled.Desired Settlement: Cancel the bill for the service charge

Business

Response:

Butterfield Inc., responds to well problems with a priority given to situations without water. Given that the above captioned was a pressure issue, we informed the people that we would check out the situation when we would be in the general vicinity to review the other work thought to be a "band-aid" fix and report our findings. With summer time calls and heightened seasonal business, along with the fluid nature of well pump installs and/or service calls, it is not always feasible to call ahead for every service call, UNLESS WE KNOW THE PREMISES ARE NOT AVAILABLE FOR SERVICE. The well in this situation was located outside and able to be accessed for review. We received no call from the owners informing us that someone else had serviced them. On 9/15/15 techs called the husband/owner and reported that the crew was at the site and checked things out. The tech fully explained what was found and confirmed that everything was running correctly. We received a thank you with no other comment made. The reported service was thanked for and considered to be satisfactory from the feedback given by the husband/President of the Association. We are willing to accept 50% of the invoice to cover time, travel and reporting of our findings. [redacted] Butterfield, on behalf of Butterfield, Inc.