Carolina Plumbing & Water Systems

Initial Business Response / [redacted] (1000, 6, 2015/11/11) */ In regards to the complaint from Mrs [redacted] , We did go out on separate occasions in regards to the well pumpIn diagnosing the issue, and replacing the well pump twice with brand new pumps Our company was trying to figure out what was causing the water to dissipate randomlyThe reason for the initial out of pocket cost was for non-covered charges that their warranty contract did not coverUnfortunately, That is out of our hands what is and what is not covered under their contract, we work through the warranty companyHowever, the 2nd and 3rd time we went to work at the home, they were not charged for labor nor a new pump, nor any parts that were usedWe also were not paid by the warranty company to go out the 2nd or 3rd time as wellThe owner of Carolina Plumbing with years experience went out the final timeHe explained to Mr [redacted] that the well itself is 260feet deep, that our pump is working properly but their well had collapsed on top of an old well pump a certain portion of the way down in previous years before the [redacted] 's had purchased the home, not allowing our pump to drop to the proper water level to feed the house properlyOur pump is dropping to only 100feet, their well yields only gallons of water a minute, the pump pulls gallons a minute, causing the well to run drythe [redacted] 's as well as our company knew nothing of the well collapsing in previous yearsNot initially knowing of the well collapsing did make it very difficult to know what was causing the water to dissipate so rapidlyMrRicky D [redacted] explained how apologetic he was for not being able to do anything else, but we did not have the license to drill a new wellUnfortunately these situations do occur with submersible well pumps Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/11/11) */
In regards to the complaint from Mrs. [redacted], We did go out on 3 separate occasions in regards to the well pump. In diagnosing the issue, and replacing the well pump twice with brand new pumps Our company was trying to figure out what was...

causing the water to dissipate randomly. The reason for the initial out of pocket cost was for non-covered charges that their warranty contract did not cover. Unfortunately, That is out of our hands what is and what is not covered under their contract, we work through the warranty company. However, the 2nd and 3rd time we went to work at the home, they were not charged for labor nor a new pump, nor any parts that were used. We also were not paid by the warranty company to go out the 2nd or 3rd time as well. The owner of Carolina Plumbing with 32 years experience went out the final time. He explained to Mr. [redacted] that the well itself is 260feet deep, that our pump is working properly but their well had collapsed on top of an old well pump a certain portion of the way down in previous years before the [redacted]'s had purchased the home, not allowing our pump to drop to the proper water level to feed the house properly. Our pump is dropping to only 100feet, their well yields only 2 gallons of water a minute, the pump pulls 12 gallons a minute, causing the well to run dry. the [redacted]'s as well as our company knew nothing of the well collapsing in previous years. Not initially knowing of the well collapsing did make it very difficult to know what was causing the water to dissipate so rapidly. Mr. Ricky D[redacted] explained how apologetic he was for not being able to do anything else, but we did not have the license to drill a new well. Unfortunately these situations do occur with submersible well pumps.
Initial Consumer Rebuttal /* (2000, 8, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)