C J Logan Pump & Electric, Inc

Initial Business Response /* (1000, 10, 2015/12/15) */
On 3/27/we went to trouble shoot the customer's well at his requestThe motor down well megged bad and pump needed to be pulled in order to further diagnoseWe quoted the customer $to come back with a pump hoist to pull the pump, and
invoiced him that day for serviceman, hrs@ $per hrfor that initial service call
The customer wanted to go forward, and left a check with his neighbor for the $to pull the pumpWe returned to pull the pump for further diagnosisWe began pulling the pump which was installed by the prior owner on plastic pipe instead of steelWhen plastic pipe is used in place of steel, most installers will put a cable or rope going to the pump as a safety in case the pipe breaksThis was not the case hereThere was no safety cable or rope installedWe do not know who installed it previously, if the prior owner installed it himself or hired a professional to do itWhen our technicians had puled approximately 190' the plastic drop pipe snapped in half and began to fall down the wellThe wire caught the top of the casing and was sheared off allowing the pump, motor and some wire to fall down well since there was no prior safety cable or rope installed to prevent thisThis safety measure is something that would have been installed at the time of original installation, not something we could have installed at the time of our serviceA safety cable or rope is still no guarantee that in the case of the pipe breaking, it will support the pump from fallingThere is still a chance the cable can break allowing the pump to fall down well
Our techs brought the broken pipe back to the shop for inspectionIt had grooves cut in it every couple of feet, and it broke at one of those groovesThose grooves could have been caused by something when the prior owner originally set the pump, or by something down well, but those grooves weakened the pipe allowing it to break more easilyWe used factory built tools and followed standard procedure on this job as with all jobsIt is rare, but we have had pipe break and pumps fall down well in the past, however this is the first time that a customer has placed the blame on us for something that is clearly out of our controlIt is important to note that the neighbor who the customer left the $check with was there at the time of the incident and was a witness to the pipe breakingThis neighbor showed concern for our techs and stated that it was lucky nobody was hurt, and that there was nothing they could have done differentlyCell phones do not work at that job site, so the owner, *** ***, was not made aware of what had happened until the technicians returned to the shop
*** called the customer to discuss the job and the customer informed him that the prior owner did tell him there was a problem with the well previously, and that the prior owner had installed a 4" liner in the 6" well because the well had collapsed at approximately 200'Given that information, we told the customer we thought it was possible that the well could be collapsing again and that may have caused the grooves we found on the pipe that brokeAt this point, we told the customer the next step would be to run a camera down the well to assess how far down well the pumphad fallen, and what kind of tool it would take to retrieve it
On 4/2/we did video the well, but we couldn't run our camera down past 152' because this is where the wire sat blocking our cameraWe told the customer we had a tool that could be used to fish out the pump, but due to the 4" liner, we would have to modify the tool to allow it to fitAfter modifications were made, we tested the tool on pipe at our shop and did not feel confident that even with the modifications, the tool would fit without getting stuck down wellWe discussed another option with the customer, of fabricating a piece of steel to use as a wedge to hold the wire against the inside of the 4" liner, so that we could attempt to pull up the liner with the pump, motor & wire all together at the same timeWe felt this was a safer option, rather than trying to hook onto the broken pipe and taking a chance on the wire balling up and wedging the pump down well making it impossible to removeWe didn't want to take that risk*** made it clear to the customer that if he would rather find another company to fish the pump out, that was always his option, but we were happy to help and would put him on our job list
Due to the drought we have been suffering here in California, we have a tremendous work load and a long waiting listThe nature of our business dictates that we make emergency calls (customers without any water source available to them at all) our first priority and always put them at the top of the listThis customer had water available to him from his neighbor's pump, so he was not without water and therefor had other customers ahead of him on our wait listWe explained to him that we did have him on our job list, but we would not be able to get back to him immediately as we had other customers with urgent calls ahead of himHe was not happy with this, but it is our practice to always take care of the customer without any water available to them firstIf he had been completely without water, he would have been bumped up in priority, and he would have appreciated that policyWe have customers that have been on a wait list for well over monthsDuring a drought, this is common place in our fieldOn 6/3/we sent servicemen with one of our larger pump hoists out to the job site to pull on the 4" liner to see if it would come up so that we could determine whether or not our fabricated steel wedge tool would workOur techs were able to break free the liner and raise it approximately 20' indicating that we would have success with the fabricated steel tool6/22/*** sent a text to the customer making him aware that we had the machinist fabricate and prepare the tool we needed and we would be there on 6/with the new tool to pull the liner, pump, motor and wire all at onceThe customer text back and told us that the job was already done and he wanted his money back*** asked him if he had successfully used the idea *** had for a wedge tool to pull it out and he responded shortly that he fished it out himself and wanted his money refundeddays later on 6/25/the customer sent a text to *** again stating that he waited long enough and he felt that it was only fair -for us to refund him $of the XXXXX he had paidAt that point *** called the customer to discuss
Overall for the job so far, the invoice totals were as follows1)We had the initial service call to trouble shoot (serviceman, hrs@ $ea.) for a total of $Envoice #XXXXX given to the customer, never paid2)The first time we went out with a pump hoist to pull the pump, when the pipe broke there was an invoice for $(servicemen, hrs@ $ea.)Quoted $and received $3)The well video was $Never invoiced the customer4)Breaking the liner free with the large pump hoist was servicemen, hrs@ $eafor a total of $Never invoiced the customerThis brings us to a total of $2,before we include the machinists charges to customize and fabricate tools for the project (approximately $2000), as well as the 4" plate and lifting ring we left at the job site which were supporting the liner after we broke it free (approximately $300)Those were left at the job site holding the liner when we left intending to return to finish pulling with the new tool we fabricatedThe customer never returned those items after telling us not to come back as he had already completed the project
We collected $from the customer in total, which was our quote given to pull the pump for further diagnosis*** determined that he would rather not invoice the customer for any of the additional fees since the customer was so unhappyIn ***'s mind, he was forfeiting well over $on the job already, and thus had no plans to reimburse the customer the $1,he was requestingPlease keep in mind that the pipe breaking and the old pump falling down well was not our responsibility or caused by anything we didIt was a combination of factors stemming from weak plastic piping that had been compromised down well prior to our getting involved on the projectThis is a risk the customer takes when pulling an old pump from an old wellWe do not normally fish things out of wells, and it was not our obligation to fish the pump out of the well once it fellBut, because we like to help our customers and try to keep them happy, we opted to try to find the best way to help retrieve the pump/motor from down well in various ways, keeping in mind that we couldn't risk getting the items stuck/jammed on the way upThe customer decided to take that chance, and from what he said, he was able to bring them up without getting stuck, but that was a risk we could not take
Several months later, after no contact with the customer, we received notice from the Revdex.com that the customer has filed a complaint and is no longer seeking the $he initially told us he felt was fair, but now wants us to pay him $5,We already took quite a loss on this jobThe fact that the pipe broke and pump fell down well was not our fault, nor our responsibilityWhile we understand the customer being frustrated with the delay on the job, the drought brought us all extreme circumstances and our wait times grew to in excess of 6-months for many non-emergency customersWe always strive to keep our customers happyWhile we are confident that we provided the best service we possibly could for this customer, and followed standard procedure, it is apparent that he is not satisfiedThis is why we didn't bill for the balance on work performedNot because we were at fault or responsible for the damage, but because we care about our customer's satisfaction
In summary, we do not feel that we are responsible for the pipe break and subsequent pump falling down wellWe had a total of $2,in invoices on the job (hot counting approx$in tool fabrication, customization and parts left at job site that we were not returned to us)We received $from the customer, leaving a balance of $(plus said tools/parts which we chose to waive fees on)We did not seek to retrieve that balance due, and waived the additional fees for fabrication of tools/parts, as a show of good will toward the customer and in an attempt to smooth things over with them after it was apparent they were unsatisfied
On a side note, I find it odd that the customer went directly to the Revdex.com without contacting our office firstThe complaint noted that he called several times without return phone callHowever, we went through our message book from April to present and have only message received on the office phone line from the customer on 5/20/If the customer had called the office, instead of Mr***'s cell phone (which can rarely receive messages because the mailbox becomes full on a daily basis due to the abnormally large quantity of calls due to the drought), we would have taken his call and been able to discuss with him directly and hopefully come to a compromise without getting the Revdex.com involvedWe always attempt to please our customers firstWe are disappointed that we weren't able to do that in this case
We have been in business for over yearsThis is the first complaint we have ever received from the Revdex.comWe are disappointed that we couldn't make this customer happy, but we understand that regardless of how hard we try, we cannot please everyone all the time
Initial Consumer Rebuttal /* (3000, 12, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
***'s employee was at our home for approximately minutes, not hoursI was never given an invoice or quoted a price for repairsI called *** the next day and he then quoted me $to pull the pump to diagnose the problem***'s employee came back a few days later and worked two hours when the pipe connected to the pump broke! Employee stated, to our neighbor, he would NOT be coming back since he did not know how to handle the broken pipe and promptly left***'s employee was not using any safety equipment to roll the electrical wire up as it is coming out of the well or to keep it from falling back down the wellInstead they were using a home made stand and a wooden spoolNo safety straps were in use to hold the spool in the event of the pipe breaking or coming loose from the pump hoistIf the proper equipment had been in use to roll the electrical wire up as it is being pulled from the well, when the pipe broke, the electrical wiring wouldn't have fallen back to the bottom of the well(There are "cable trailers" that are specifically designed to roll the cable up onto the spool with safe guards in place to keep wiring from falling back down into the well.)
*** was advised from the very beginning of this situation of the 4" sized pipe in the 6" wellDue to it collapsing a few years ago(The well continued to functioned without issues.) ***'s employee did NOT come out on April 2, to video the wellDue to the fact that the camera was in the shop being repairedLater *** stated *** (employee) was sick and couldn't come outA few weeks later *** stated his employees had left the camera at a job they were doing up north
***'s employee did not show up until the end of April beginning of May to video the holeWe never seen any video or heard of anything to do with the videoI contacted *** who advised me he did not have a tool to fish the wiring out of a 4" pipeHe stated he was going to try to make something that could go into the hole and cut the wiringI told *** I had called around and found a company that would rent him a tool to fish out the wiring*** said he knew the company I was referring him too, but never made contact with them
By the end of May, *** had not returned any of my calls or text messagesJune 3, I spoke with *** and explained I would pull the 4" pipe out so he could go in and fish out the wire and pump*** said he would send an employee out to try to pull the 4" pipe up, if it would come up, then he would have someone come out another day to wedge the electrical wire into the 4" pipe to pull the wiring up with the 4" pipeThe employee pulled the 4" pipe up ft then tried to cut it off with a battery operated saws-allThe battery went dead, so again, the employee leftThis pipe could has to be unscrewed, to be used later, and not cut off
Weeks later, on Monday, June 22, I again called and text *** and asked him to call me,he finally text back and said he would have *** out the following Thursday,machinist will have tool ready tomorrowI responded tell him to stay homethe job is done already, I just need my money backOn June 25, I texted *** again and explained why I was requesting a refundI stated he had three months to complete this job but never didI told him I thought a thousand dollar refund to me would be fair since his employee had done a few hours worth of work*** called back later that day, stating that I owed him more money since he was charging me driving time and the time it takes his employees to load their trucks with tools and needed equipmentWhich I was never told there would be a drive time or loading time charge.or machine shop to make a tool
*** stated to the Revdex.com that they don't normally fish thing out of well but he told me that he fish thing out all the time, and does it for all the other well companies around here, so if I went with someone else that they would call he to do the job
I did call his office more then once, his message said to call ***,s cell phone or text him
I would cell ***'s cell and text himMost of the time he would not answer the phone or textIf I called on a different phone he would answer the call but not if I called on my cellI text *** time in May , called his office and his cell and NEVER got a call or text when I left a message
*** employees would never show up when *** said they where coming out, or call to say they couldn't make it
*** should have been honest up front and said his company didn't fish things out of wells
I could have taken other actions to get the well repair in May
The pipe breaking may or may no be ***'s employee faultThe fact that *** didn't supply his employee with the proper equipment to roll the electrical wire up is way the wire was damaged and when back down the well
*** should be supply his employee with the proper equipment to do the job they are do, someone could have been hurt or killed by not having the proper equipment or training
Final Business Response /* (4000, 16, 2016/01/21) */
We have read the customer's response to our statementUnfortunately we find it to be full of misinformation and falsitiesWe firmly stand by our initial statement which includes only true and factual informationWe choose not to dispute word for word of their statement, however, one point does need to be made clearOur company takes great strides to provide proper procedural training as well as safety training to each employeeWe follow proper, industry standard techniquesThe employee who provided service at the job in question has been with us since With over years of training and experience in the field, we find it hard to believe that the customer knows more about proper pump installation and service technique, than our employee doesOur employee has disputed the customer's statements regarding their interactionThe last point we will make is regarding the customer claiming that we did not properly spool the wire, making us liable for the pump falling down well when it brokeAs stated prior, we use industry standard techniquesIt is common for the wire to be spooled back onto the wooden spools that they come on from the factory, and this is exactly what was doneThe wire is not meant to be used as a restraint to catch the pump if it fallsThat would be the purpose of a cable, had one been installed by whom ever initially set the pump down wellWe did not set the pump initially, so the lack of safety cable was not our responsibility, nor was it anything we could have changed once we did come on the job siteWhen the pump dropped down well and wire was detached, the wire above ground all stayed on the spool, as it shouldSo it wouldn't have made any difference what we used to spool the wire up on, as the customer has complained aboutAgain, we firmly stand by our initial statement and feel that there has been absolutely no neglect or wrong doing on our partHowever, we do want to make every attempt to resolve this matterWe are offering to refund the customer $contingent upon him returning our tools from the job site which we were not allowed to return to collectThe customer stated to both the owner of ** *** *** as well as in his response given to Revdex.com in regards to our statement, that he felt $1,would be a reasonable amountWe can not understand why, then, his requested amount has now jumped to $5,This, coupled with the misinformation being given to Revdex.com by the customer makes it difficult to come to an agreementWe would like to make a good faith effort to resolve things, howeverSo the offer of $to be refunded to the customer after they return our tools is our way of attempting this resolutionIt should be noted that we have been in business since and have never had a complaint beforeWe take pride in our relationships with customers, which can be noted by the large number of referrals and repeat customers we haveWe hope to come to some kind of peaceful resolution with this customer, and wish him all the best