Keen Well & Pump, Inc.

Thank you for notifying Keen Well & Pump of this complaintIt is unfortunate that such a complaint hasoccurredKeen Well & Pump, Inchas been in business since 1966, and has not had one complaint filedwith the Revdex.comThe company has been built on excellent reputation that
we are veryproud ofPart of the reason for this good reputation is due to the extent that we go to satisfy ourcustomers, and to resolve problemsThis is a key component to our growing success in Knox andsurrounding counties.Keen Well & Pump entered into a contract with the sole legal owner of the property to drill a new waterwell for her, as well as install a new pump and pressure tankThe amount of the quote was $10,971.25.The amount of the final invoice was $10,892.00, $under quoteThe well turned out very nicely andwas a very good producer at gallons per minuteThe customer expressed her satisfaction with the well.REGARDING THE RUTS IN THE YARD:Even in the very best of circumstances (dry weather), drilling a new water well is inherently a very messyprojectWe make considerable efforts to inform customers that the process is messy and that there will beconsiderable clean up that they will he responsible for after we leave the job site, i.e., drill cuttings, ruts.ditches that we leave mounded up because the dirt will settle, etcThis was made expressly known to thecustomer as well as expressly stated in our contract for servicesThis year we have had record rain fall,with flash floods and standing waterIn addition, the weather has been very volatile during the springsoscheduling the work has been difficult at timesWe usually schedule work for Monday on the FridaybeforeWe spoke with the customer on Friday, and told them we were planning to come Monday tohookup the pump.When we showed up to install the pump, it was apparent that the yard was wetHowever, thehomeowner's (adult) son seemed happy to see us, and allowed us to proceedHe wanted the pumpinstalledWe would not work on someone's property if they did not want us to be thereAlthough theground was wetit was not raining when we started the jobThe son was mowing the yard, and a smallchild was outside playingOur employees reminded him that there was a good chance that we might getstuck, and would most definitely leave rutsIn fact, we offered to come back the next day and try to "pad"the truck in, but we were told that he wanted us to proceedIt is true that the son was there monitoring theprocess the entire time, not once did he ask us to stop working or to come back another dayHe wantedthe pump installed so they could start to use their new wellOur crew did not see the actual homeowneruntil the end of the job.Again, getting stuck in yards, leaving rutsetcis not unusual in our industry, especially in spring,especially in a wet springWhen we were ready to leave, our crew spoke with both the home owner andher son and apologized for the rutsThey both said no problem don't worry about the ruts, in fact, the sonsaid that he had worked in construction and he understood that is "what happens" sometimes.Our contract calls for final payment to be made upon completionA couple of days after the job wascompleted, an authorized representative of Keen Well & Pump went to see the homeowner to take her thepaperwork and invoiceShe asked him about the rutsand they went out and looked at them togetherHetold her that she could have a discount on the bill to cover the cost of topsoil, seed, etcShe said thatsounded good, but she needed to talk with her son about itShe did not pay the bill.A few days later, we received a call from the sonHe questioned the invoice and said it was severalthousand dollars over quoteWe told him that it was in fact a little under the quoteThen he complainedabout the rutsWe told him we would be happy to come and repair the ruts as soon as it dried upHe toldus he did not want us to repair the ruts, but wanted a professional landscaperHe also told us that he hadquotes for two to three thousand dollars to repair his rutsWe asked him to send those quotesTo date, wehave not seen any of those quotesThe son then agreed to send us $9,towards our bill, and weagreed to make arrangements to get the ruts repaired by sending a landscaperAfter about a week, whenwe did not receive the payment, we called the homeownerWe were told that we could come and pick upa check for the $9,We went to retrieve the check from the actual homeowner and at this time wetold her that we would send a landscaper over to fix the ruts as soon as it was somewhat dryAfter receiptof the check, we noticed it was only for $8,(not the $9,that was agreed upon)Regardlessof the shortfall on the check, we went ahead and scheduled the landscaper to go to the property on June4th and repair the rutsWe called to confirm this with the homeowner, and the son answered the phoneand said he would be there when the landscaper arrived.Again, it is not a regular practice of our business to fix yards or ruts, and we make that very clear in ourcontractHowever, in an effort to please the homeowner (and her son), we agreed to hire a landscaper torepair the rutsWe hired a very prominent, reputable landscaping company located in Knox County torepair the rutsThe owner of that landscaping company and his nineteen year old son went to the propertyas scheduledAgain as far as we know, the homeowner was not home, as her son was the one who cameout of the house and spoke with the landscapers'The landscaper told us that the homeowner's son wanteda considerable amount of work to be done, more than what was agreed uponWhen the landscaper toldthe son that he was only there to fix ruts, the son became verbally abusiveThe son used very foullanguage, and would not let the landscaper proceed with fixing the ruts, so he left the site without doinganything.On June 5th, attempts by Keen Well & Pump were made to contact the homeowner to see how we couldresolve thisThe homeowner was never reached but messages were left on her answering machineThisphone call was never returned, and on June 17th our attorney sent a letter in an attempt to collectpayment for our services.Monday June 22nd, the homeowner's son called the office (we can only assume that at this point they havereceived the letter from our attorney)Similar to his treatment of the landscapers, he cussed and was veryrude to our office secretaryAt this time, we were first notified that water had made its way into thebasement of the home.SUMMARY REGARDING THE RUTS:*This type of work is inevitably messy; especially in the spring, especially in a WET spring.*The son could have asked us to leave, but instead allowed us continue the initial work becausethey wanted their pump installed.*We initially told the homeowner she could take some money off the bill to cover the cost oftopsoil, grass seed, etc., and she seemed fine with that, but said she would have to speak with herson.*Then the son called in and we told him that we would come and fix the ruts, and he said he didn'twant us to, he wanted a professional landscaper.*In efforts to resolve this with the customer, we hired a prominent landscaper in Knox County torepair the ruts at our own expenseThe landscape owner and his son went to the property to makethe repairs needed, but could not complete the job because they were treated with disrespect andverbally abused by the sonIt is not unreasonable to leave the job when such a hostileenvironment is created.*According to the feedback we received from the landscaper, the son wanted the entire yard to belandscaped not just the ruts to be repaired as we had previously agreed with the homeowner.REGARDING THE DOWNSPOUT DRAIN:Prior to the well being installed, the customer had a cistern system that was catching rain waterAs far aswe know, this was her only source of water for the entire house, and as such she was anxious to get thewell drilled and the pump installedThe downspouts would catch water from the roof, and the water wasdirected into a cisternThe cistern had a drain tile for the overflowThe homeowner's son did not knowexactly where the overflow drain was, but was outside with our excavator to help us locate itWe did hitthe overflow drain however, we did repair it.After the well was hooked up, the homeowner was no longer using the water in the cistern (to flushtoilets, or anything else that we are aware of)With the amount of rain that we have had, it is likely(although it is just speculation on our end) that the cistern became full and the drains just could not keepup with the overflow.There were torrential rains on Saturday June 20thThe news was full of information regarding flashflooding, farmers losing crops, basements having to be pumped out, roads being closed, etcWhether thecistern drain (approximately a 4" drain) could keep up with that amount of rain is unknown to us.Later in the afternoon on Monday June 22nd, the homeowner called the Keen Well & Pump officeThehomeowner stated she had to sneak out of her own house to callWe spent a considerable amount of timeexplaining our position to the homeownerSeveral times she was asked "what do you want us to do?,"and "what will make you happy?"She was unable to offer any suggestion, so we made oneThe landscaper we hired had told us that hewould have charged us $to fix the rutsWe suggested to the homeowner that she take $offthe bill, then pay the balance and we would call it evenShe (or her son) could hire her own landscaper tofix the yardShe said that she wanted to think about it and get back with us.Later that evening (after the office was closed) her son left a message on our voice mailAlthough therewas no cussing this time, we feel that it was a threatening messageAt this point, we decided not to speakwith the homeowner or her son any further, and that all communications were to be done through ourattorneyThe son did call our attorney's office and the attorney stated the son was rude and cussing on thephoneThe son even made threats to file a complaint with the Revdex.com.The homeowner herself has been speaking with the attorney at times when the son is not around, andseems to want to work with us to resolve this situationShe has told the attorney that she would like us tocome and fix the ruts, and then she would pay the bill in fullShe wants us to come fix the ruts on aTuesday when her son is at work, which is fine as we want no contact with her son.Based on the reasonableness and willingness of the homeowner to work with our attorney to resolve thisissueand given the statements by the homeowner's son, it is believed that the homeowner, and personKeen Well & Pump is under contract with, did not even file the complaint with the Revdex.comThe complaintwas written on June 25, 2015, we received our copy on June 29,Our attorney spoke with thehomeowner around 5:30PM on June 29, The discussion between the homeowner and the attorneywas about the fact that we could not come this week to fix the ruts because it was STILL rainingIt seemsirrational that she would still be trying to set a time for us to come fix the ruts after filing the Revdex.comcomplaint the week priorIt is possible that if her son typed the complaint that she may not even knowabout it.Again, the contract was signed by the homeownerHer son has injected himself into this situation andmade things very difficult and upsetting for everyone involvedWe have and will continue to try toresolve this situationThe work that we did for the customer has a five year warranty for the pump andtank and we will honor this warranty just like every other job that we do We will continue to work toresolve this issue in the most economical and friendly manner as possible so that if a future problemarises, the homeowner can feel comfortable calling us to do warranty work, and so that we can feelcomfortable taking care of her.We believe the homeowner would like to work with us and get this resolved, just as we wouldWe feel itis only fair to let the parties to the contract who want to resolve this issue, to do soAnd not let a thirdparty file a report that is contradictory to the actions of the contracted party.Thank you,Sandra H***Keen Well and Pump, Inc

RE; THE YARD. MY SON HAD LEFT THE HOME FOR A MEETING. HE HAD NO IDEA AT THE TIME THEY WERE GOING TO DRIVE TRUCK INTO ALREADY SATURATED YARD. ON TOP OF THAT IT RAINED A DOWN POOR THAT SAME DAY WHILE THEY WERE WORKING AND THEY STILL PROCEEDED. WHEN MY SON CAME HOME AND SAW THE DAMAGE ON GOING, HE STATED TO THEM< AND I QUOTE, " THAT WAS NOT A GOOD IDEA TO CONTINUE WITH THE WORK. AGAIN, THESE ARE NOT JUST RUTS!!!!! MY YARDS ABILITY TO DRAIN OFF WATER HAS BEEN BLOCKED AND DIVERTED TO THE HOUSE'S FOUNDATION. CAUSING MY HOUSE TO TAKE ON WATER FOR THE FIRST TIME EVER. AND THE PROBLEM IS ON GOING!!! YES, THE WELL HAS WATER, AND YES, IT PRODUCES WATER. BUT THEY DID NOT LEAVE LITTLE RUTS, IMPRESSIONS IF YOU WILL, THEY USED A TRACK HOE TO DRAG THEIR TRUCK THROUGH MY PROPERTY DESTROYING IT!!!  THE LANDSCAPER THEY TRIED TO SEND SAID, " IF I LIVED IN TOWN I WOULD CHARGE YOU OVER 1100.00 DOLLARS TO FIX IT, AND ADMITTING HE WAS IN NO WAY PREPARED TO FIX THIS MESS WITHOUT MACHINERY. I DO HAVE QUOTES AS HIGH AS 2500.00 TO RE GRADE THE YARD, ALTHOUGH I DO NOT KNOW HOW TO ATTACH THEM HERE. IM LUCKY TO SEND EMAIL AS IT IS. IM 74 AND DO NOT USE COMPUTERS. KEEN HAS THREATENED ME, MR KEEN, MRS KEEN AND THEIR ATTY.  MY PROPERTY WILL BE FIXED! KEENS ONLY ATTEMPT TO DO SO WAS A FAILURE BY SENDING 1 MAN 1 BOY AND A WHEELBARROW. LET ME PAINT THE PICTURE. THEY DID NOT JUST GET STUCK THEN PULL THE TRUCK OUT. THEY GOT STUCK, RE STUCK, DRAGGING IT FORWARD, BACKWARDS, SIDEWAYS AND EVERY OTHER WAY WITH A TRACK HOE, DESTROYING MY YARD. I HAVE PICTURES OF THAT DAY AND THE STANDING WATER I NOW HAVE EVERY TIME IT RAINS. ALSO QUOTES FROM LANDSCAPERS AND EXCAVATORS. I WILL PROVIDE THEM WHEN I CAN.