Family Health Care Center

Initial Business Response / [redacted] (1000, 5, 2017/05/04) */ Good morning, *** The summary of the situation is that [redacted] has corrected some damaged pipes and then thoroughly tested the pumpHe pressure-tested every pipe joint and can find no further problem For your suggestion about the pump cylinder -- There is nothing in the structure or functioning of the pump cylinder that could account for what you have reported -- the water level dropping further than expected but only part way to static( [redacted] reports sand is completely impossible, and if it were there present, the water would drop all the way to static.) By your own account "he is one of the nicest, hardest working dependable and humble men I have met." Given the quality of [redacted] 's work, his trustworthiness, and the fact that he can find no actual further problem, how best to proceed? We suggest we have [redacted] Pump Couninstall the pump now, and ship it back to us When he has uninstalled the pump, we will refund you the cost of the pump and the shipping We will get [redacted] to contact you to arrange a timeAll you'll need to do is tell him when he can do the workThey and we will take care of the rest Our hope is that these actions will inconvenience you the least Regards, Michael [redacted] for Gary [redacted] Simple Pump Co Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is only partial compensation for my expenses involved with purchasing and installing the simple pumpI am in the process of sending a detailed counter-offer to themThank you Final Business Response / [redacted] (4000, 39, 2017/08/17) */ "If requiring strokes six days later is considered normal, why has the simple pump company sent me pipes, rod guides and advised me to pull the pump several times" ANSWER: We didn't "advise" [redacted] to "pull the pump several times"He decided to have the pump pulled several times without consulting with us at allWe then offered him a FULL REFUND on May 4thHe declinedHe then wanted to proceed with more parts replacement, which, of course, requires pulling the pumpWe COMPLIED with what he wanted to doWe DID NOT ADVISE it "in an attempt to fix it?!" ANSWER: Most of this has not been to "fix" anything, as suchEven strokes after a week is only a little over a minute of pumpingYes, not absolutely optimumBut how big are those strokes? Maybe they are not fullAnd the well company (who [redacted] praises as a very nice and helpful person) told us [redacted] physically couldn't keep up a good rate of pumpingIf that is so, pumping slowly will mean more strokes are needed "I suspect that the pump is not truly capable of holding water in a deep well and now you are simply trying to minimize that fact." ANSWER: We can post a LARGE number of testimonials here about how utterly and amazingly wonderful the vast majority of people find their pump "I would never have purchased the simple pump had I been told that it is not capable of holding over a foot water level required by my well." ANSWER: [redacted] wasn't told it is not capable of that, because it IS entirely capable of that -- i.eholding up a 200' column of water, which then should sink slowlyThe difficulties here are unprecedentedThe usual situation is that people are amazed to come back a month or two later and have water in just a few strokes "I do not accept your resolution, but have stated in prior responses my proposals to resolve the situation given the defective item." ANSWER: MONTHS AGO, we offered to have the pump removed at our expense and to refund [redacted] 's moneyHE DECLINED THAT REFUND Since that, in response to his demands, A LOT of money has been spent -- in parts and in the labor of the well company -- with no apparent change in the situation Having demanded we spend all that money rather than accepting a full refund, asking NOW for a refund is not an option Final Consumer Response / [redacted] (4200, 41, 2017/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) You proposed solving the problem by pulling the pump more than once and resealing the pipes, replacing the rod guides, etcYou have repeatedly blamed the well contractor's installation as the cause of the problem and have pressured him to remove and re-install the pump on occasions to correct installation problemsPlease see your prior responses as proofUnfortunately, pulling and replacing the pump has done nothing to correct the problems I am perfectly capable of pumping the pump and have done so numerous timeI also have a 6'2" pound firefighter friend who pumps it once a week when he stops by In addition to my year old sonWe all get the same resultsI asked both of them if they consider over strokes "easy" and they both laughedI would not call each of the strokes difficult, but over strokes is definitely not "easy"I could post my experience with the simple pump on [redacted] and demonstrate pumping over full pumps at a steady rate as well as a video I recorded of the leaking pump cylinder if that would put to rest your repeated blaming of our pumping technique and insistence that the simple pump is not defective You admit that requiring over strokes a few days after the pump was primed is "not absolutely optimum" but continue to blame everyone but your pump for the problem You offered a full refund on the pump, but not on the labor or to cover the cost of re-installing the pipe stabilizers for my electric well pipe that had to be removed during the installation of the simple pumpI suggested that you re-imburse me for the simple pump and my labor expenses after removing the pump as one solution at the very beginning, but you did not agree You stated that you can provide testimonials about how wonderful the simple pump isI don't doubt that people who don't have electric power and use it multiple times daily to keep the water level up or who have a 50-foot well that can hold a column of water love itHowever, I suspect that a lot of people with a deep well such as mine have a similar problem with the water level quickly fallingMaybe a class action law suit advertised on the internet would help identify more of themI have already found people on on-line forums who affirm that their pump does not hold a water level as promoted and I assume there are many more like them A lot of money has been spent by me purchasing the pump and paying for the labor to install itYou paid very little to send me some inexpensive pipes and a cigar box full of pipe stabilizersYou pressured [redacted] to provide all labor on your behalf for free

Initial Business Response /* (1000, 5, 2017/05/04) */
Good morning, [redacted].
The summary of the situation is that [redacted] has corrected some damaged pipes and then thoroughly tested the pump. He pressure-tested every pipe joint and can find no further problem.
For your suggestion about the...

pump cylinder -- There is nothing in the structure or functioning of the pump cylinder that could account for what you have reported -- the water level dropping further than expected but only part way to static. ([redacted] reports sand is completely impossible, and if it were there present, the water would drop all the way to static.)
By your own account "he is one of the nicest, hardest working dependable and humble men I have met."
Given the quality of [redacted]'s work, his trustworthiness, and the fact that he can find no actual further problem, how best to proceed?
We suggest we have [redacted] Pump Co. uninstall the pump now, and ship it back to us.
When he has uninstalled the pump, we will refund you the cost of the pump and the shipping.
We will get [redacted] to contact you to arrange a time. All you'll need to do is tell him when he can do the work. They and we will take care of the rest.
Our hope is that these actions will inconvenience you the least.
Regards,
Michael [redacted]
for Gary [redacted]
Simple Pump Co.
Initial Consumer Rebuttal /* (3000, 7, 2017/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is only partial compensation for my expenses involved with purchasing and installing the simple pump. I am in the process of sending a detailed counter-offer to them. Thank you.
Final Business Response /* (4000, 39, 2017/08/17) */
"If requiring 77 strokes six days later is considered normal, why has the simple pump company sent me pipes, rod guides and advised me to pull the pump several times"
ANSWER: We didn't "advise" [redacted] to "pull the pump several times". He decided to have the pump pulled several times without consulting with us at all. We then offered him a FULL REFUND on May 4th. He declined. He then wanted to proceed with more parts replacement, which, of course, requires pulling the pump. We COMPLIED with what he wanted to do. We DID NOT ADVISE it.
"in an attempt to fix it?!"
ANSWER: Most of this has not been to "fix" anything, as such. Even 77 strokes after a week is only a little over a minute of pumping. Yes, not absolutely optimum. But how big are those strokes? Maybe they are not full. And the well company (who [redacted] praises as a very nice and helpful person) told us [redacted] physically couldn't keep up a good rate of pumping. If that is so, pumping slowly will mean more strokes are needed.
"I suspect that the pump is not truly capable of holding water in a deep well and now you are simply trying to minimize that fact."
ANSWER: We can post a LARGE number of testimonials here about how utterly and amazingly wonderful the vast majority of people find their pump.
"I would never have purchased the simple pump had I been told that it is not capable of holding over a 200 foot water level required by my well."
ANSWER: [redacted] wasn't told it is not capable of that, because it IS entirely capable of that -- i.e. holding up a 200' column of water, which then should sink slowly. The difficulties here are unprecedented. The usual situation is that people are amazed to come back a month or two later and have water in just a few strokes.
"I do not accept your resolution, but have stated in prior responses my proposals to resolve the situation given the defective item."
ANSWER: MONTHS AGO, we offered to have the pump removed at our expense and to refund [redacted]'s money. HE DECLINED THAT REFUND.
Since that, in response to his demands, A LOT of money has been spent -- in parts and in the labor of the well company -- with no apparent change in the situation.
Having demanded we spend all that money rather than accepting a full refund, asking NOW for a refund is not an option.
Final Consumer Response /* (4200, 41, 2017/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You proposed solving the problem by pulling the pump more than once and resealing the pipes, replacing the rod guides, etc. You have repeatedly blamed the well contractor's installation as the cause of the problem and have pressured him to remove and re-install the pump on 2 occasions to correct installation problems. Please see your prior responses as proof. Unfortunately, pulling and replacing the pump has done nothing to correct the problems.
I am perfectly capable of pumping the pump and have done so numerous time. I also have a 6'2" 220 pound firefighter friend who pumps it once a week when he stops by In addition to my 29 year old son. We all get the same results. I asked both of them if they consider over 70 strokes "easy" and they both laughed. I would not call each of the strokes difficult, but over 70 strokes is definitely not "easy". I could post my experience with the simple pump on [redacted] and demonstrate pumping over 70 full pumps at a steady rate as well as a video I recorded of the leaking pump cylinder if that would put to rest your repeated blaming of our pumping technique and insistence that the simple pump is not defective.
You admit that requiring over 70 strokes a few days after the pump was primed is "not absolutely optimum" but continue to blame everyone but your pump for the problem.
You offered a full refund on the pump, but not on the labor or to cover the cost of re-installing the pipe stabilizers for my electric well pipe that had to be removed during the installation of the simple pump. I suggested that you re-imburse me for the simple pump and my labor expenses after removing the pump as one solution at the very beginning, but you did not agree.
You stated that you can provide testimonials about how wonderful the simple pump is. I don't doubt that people who don't have electric power and use it multiple times daily to keep the water level up or who have a 50-100 foot well that can hold a column of water love it. However, I suspect that a lot of people with a deep well such as mine have a similar problem with the water level quickly falling. Maybe a class action law suit advertised on the internet would help identify more of them. I have already found people on on-line forums who affirm that their pump does not hold a water level as promoted and I assume there are many more like them.
A lot of money has been spent by me purchasing the pump and paying for the labor to install it. You paid very little to send me some inexpensive pipes and a cigar box full of pipe stabilizers. You pressured [redacted] to provide all labor on your behalf for free.