Night Owl Mechanical

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I'm very glad that Dave is actually answering this complaint. I would like to state that the facts written in my original complaint can be easily backed up by text thread that I used to communicate with him. That's the beauty of a paper trail, it makes people accountable for their promises. The fact that my families house burned down, and my 5 year warranty with the pump replacement in 2014 was null and void is not the issue I wrote about; though some compassion perhaps might have been a little more human. We hired Dave in July to diagnose and fix a problem that he accepted as his job. He told me that he had to order a the pump because our area just didn't have one available. He also said it would be there the next day. I waited for him to come all morning and he eventually contacted me to say that the pump got lost in the mail. It is true that he contacted me at approximately 1:30 that same afternoon to tell me that the UPS service located our "lost" package and would deliver it the next day, but he is not being honest when he claims he came after 8pm because the pump came in at 7pm. He messaged me in the 11am hour the following morning to tell me that the pump was at his office and he would be right over after making a couple phone calls. I waited at my home all day and finally messaged him at 7:30pm to ask if he was coming the next day instead now. He showed up after 8pm and spent hours on my property and still never completed. Dave told my husband he would be back first thing in the morning to finish it up because he didn't have the right "fitting" to close it up and was saving us from having the pump fall into the well. The next day I waited until almost 11am to ask if he was still coming and he now he said that the was an electrical problem he had to fix. I was a little taken back because he never mentioned that to my husband the night before. He said that we had an "electrical issue" and if he didn't repair it the pump wouldn't last long. He sent me these messages at 1:30 in the afternoon when he promised to show up first thing in the morning might I add. When he finally came in to tell me he was finished, we filled out the paperwork and I asked for the receipt for the new well pump. Not his work invoice, a product receipt with item numbers, so that now the product would in fact have the 5 year warranty upheld. He told us it was in his other truck and he would bring it the next day. I specifically asked him for that receipt the next week after waiting and he text back not to worry he wouldn't forget me. After over a week, I asked my husband to call and tell him that the water was still tasting very funny weeks after the repair and that I was still waiting for the product receipt. He told my husband that that the smell and taste were normal and that he would drop the receipt in the mailbox soon. When my husband asked him about shocking the well he admitted to not doing it and also admitted his shortcomings when it came to his scope of work practice. We both attempted to contact Dave after that point and were getting no where so I made my first complaint. Barely two months later, just last week actually, our water stopped working again. My husband called Dave to make one last attempt to get the receipt so we could try to return the pump if need be. Dave told my husband he was done with us, that his wife(me) had filed a complaint, there was no receipt, and then hung up on him. My husband was actually a bit angry at this time and called him right back. My husband repeatedly asked him why he was lying to us and Dave told him that the receipt was "none of our fking business." My husband told him we were going to sue him and hung up. We hired a reputable plumber this time to come over, and he diagnosed the very problem that Dave said he was fixing with the wiring. The new plumber charged us a third less and had it done in about an hour and a half; he gave us a new pump, new wiring, and showed us the tape job Dave had done on our old wires that inevitably burned out the brand new pump. We agreed to pay Dave $1400 to replace our wiring and pump and I feel he did not hold up his end of the bargain. Dave was not honest about his capabilities as a plumber, or the product he installed on my property. He did not furnish the promised product receipt or conduct himself in a professional way. I am a very understanding human being but that does not mean that I have to accept being treated unfairly. I will be looking into small claims court for our future to resolve this matter. [redacted]

Please find our reply to complaint #[redacted] below.  Some honesty on the part of the homeowner would be nice here.  The homeowner did in fact have a 5 year manufacturer's  warranty on the pump we installed in 2014, however, she neglected to mention that between then and now her home...

burned to the ground due to an electrical fire.  As I stated to them at the time the pump manufacturer would probably decline coverage based on that.There was in fact a couple day delay between the initial call and installing the new pump, because the customer opted to have us order one online rather than source one locally, to save some money.  I would however like to thank them for pointing out that we went way above and beyond in trying to get there water back on asap.  The pump was delivered by UPS approx. 6 pm, we loaded our trucks and went to her home that night, working until after midnight, stopping only because we needed parts to correct a wiring issue that could cause the new pump to burnout prematurely.  (This was a house ground issue not directly with the well) We in fact returned the next day, fixed the wiring issue at no extra charge and completed the pump installation.  During the one and only call we have received from this customer post work, she mentioned a funny taste to the water. That is a normal thing that can happen for a short time after a pump "burns out". The "shock" treatment she is talking about was never discussed at any point with either installation, because, it is not a safe practice and we do not, and never have done it, nor will we reimburse her if she chooses to employ such an unsafe procedure.  As for a "proof of purchase" she has one,  she was given an invoice at the time of payment, so I'm not sure what she is looking for. (we also provided her with a duplicate invoice for the first pump, that was lost in the fire,  to assist her in dealing with the first pump manufacturer.) We as a company try to keep all customers happy, apparently that just is not possible sometimes.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.   I'm very glad that Dave is actually answering this complaint. I would like to state that the facts written in my original complaint can be easily backed up by text thread that I used to communicate with him. That's the beauty of a paper trail, it makes people accountable for their promises. The fact that my families house burned down, and my 5 year warranty with the pump replacement in 2014 was null and void is not the issue I wrote about; though some compassion perhaps might have been a little more human. We hired Dave in July to diagnose and fix a problem that he accepted as his job. He told me that he had to order a the pump because our area just didn't have one available. He also said it would be there the next day. I waited for him to come all morning and he eventually contacted me to say that the pump got lost in the mail. It is true that he contacted me at approximately 1:30 that same afternoon to tell me that the UPS service located our "lost" package and would deliver it the next day, but he is not being honest when he claims he came after 8pm because the pump came in at 7pm. He messaged me in the 11am hour the following morning to tell me that the pump was at his office and he would be right over after making a couple phone calls. I waited at my home all day and finally messaged him at 7:30pm to ask if he was coming the next day instead now. He showed up after 8pm and spent hours on my property and still never completed. Dave told my husband he would be back first thing in the morning to finish it up because he didn't have the right "fitting" to close it up and was saving us from having the pump fall into the well. The next day I waited until almost 11am to ask if he was still coming and he now he said that the was an electrical problem he had to fix. I was a little taken back because he never mentioned that to my husband the night before. He said that we had an "electrical issue" and if he didn't repair it the pump wouldn't last long. He sent me these messages at 1:30 in the afternoon when he promised to show up first thing in the morning might I add. When he finally came in to tell me he was finished, we filled out the paperwork and I asked for the receipt for the new well pump. Not his work invoice, a product receipt with item numbers, so that now the product would in fact have the 5 year warranty upheld. He told us it was in his other truck and he would bring it the next day. I specifically asked him for that receipt the next week after waiting and he text back not to worry he wouldn't forget me. After over a week, I asked my husband to call and tell him that the water was still tasting very funny weeks after the repair and that I was still waiting for the product receipt. He told my husband that that the smell and taste were normal and that he would drop the receipt in the mailbox soon. When my husband asked him about shocking the well he admitted to not doing it and also admitted his shortcomings when it came to his scope of work practice. We both attempted to contact Dave after that point and were getting no where so I made my first complaint.  Barely two months later, just last week actually, our water stopped working again. My husband called Dave to make one last attempt to get the receipt so we could try to return the pump if need be. Dave told my husband he was done with us, that his wife(me) had filed a complaint, there was no receipt, and then hung up on him. My husband was actually a bit angry at this time and called him right back. My husband repeatedly asked him why he was lying to us and Dave told him that the receipt was "none of our fking business." My husband told him we were going to sue him and hung up. We hired a reputable plumber this time to come over, and he diagnosed the very problem that Dave said he was fixing with the wiring. The new plumber charged us a third less and had it done in about an hour and a half; he gave us a new pump, new wiring, and showed us the tape job Dave had done on our old wires that inevitably burned out the brand new pump. We agreed to pay Dave $1400 to replace our wiring and pump and I feel he did not hold up his end of the bargain. Dave was not honest about his capabilities as a plumber, or the product he installed on my property. He did not furnish the promised product receipt or conduct himself in a professional way. I am a very understanding human being but that does not mean that I have to accept being treated unfairly. I will be looking into small claims court for our future to resolve this matter.
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