Rainbow Pump Co Inc

Dear Ms. [redacted],
Thank you for the opportunity to respond to Mr. [redacted]'s letter. We are a small familyowned business that has been operating in Lane County since 1978. I have been workingin and managing this company for over 15 years. I strive to treat all our customers withrespect and perform...

repairs on systems as if I was working on my own homes. RainbowPump Company has an excellent reputation with our customers.
On October 23, 2015, Mr. [redacted] called [redacted] Co., Inc. for serviceand since they don't do repair work, the call was referred to Rainbow Pump Co., Inc ..Mr. [redacted] asked for a quote for the repair of a foot valve before we even had been to hisproject. Without looking at his system and the problems associated with his system, afirm price cannot be determined and I explained that to Mr. [redacted]. There are manyvariables in making repairs to each individual pump system. I would have estimated thepotential cost for a repair but would never have set a firm price over the phone.I have attached a copy of the hand-written invoice for your review.
Mr. [redacted] said on the phone that he had put air on his lines and heard bubbles in thewell. Below are the notes my technician (Jon S[redacted]) made for the service call on 10-23-15:"Service call-pulled pitless up. Drop pipe was not holding water. Pulledrest of set. Found failed foot valve. Replaced foot valve. Reset jet body & foot valve.Tried to prime pump, found vacuum leaks in sucktion (suction), saw moistureat joints & could feel air being sucked into joints. Said he (Mr. [redacted]) wouldrebuild plumbing."
My technician talked with Mr. [redacted] by phone and informed him of the vacuum leaks atthe galvanized plumbing. Mr. [redacted] said he would rebuild the plumbing. These vacuumleaks were not related to the foot valve replacement, they were pre-existing leaks.
Mr. [redacted] called back to report he was still having problems, saying the foot valve wasstill not holding water. We returned on 10-27-15 and below are the notes my technician(Jon S[redacted] and Jeff[redacted] made:
"Service call. Pulled the pipes out of pitless. Foot valve was holding. Waterholding in drop pipe. Tightened all fittings in pump house. Found broken pvcin offset. Dug up and repaired pvc. Got pump to prime. Jet nozzle clogged do(due) to heayy build up & rust in pipe. Clogged jet nozzle 3 (three) times &cleaned out. Advised customer that offset had to be replaced. "
The technician's notes indicated that there were no leaks down the well to the foot valve.With more investigation and with putting air on the lines to the well, we determined therewas a leak on the outside of the casing at a pvc connection to the pitless adapter. This wasa pre-existing condition that was not connected to the foot valve repaired on 10-23-15.Before the repairs were made, we showed the female occupant of the house the airbubbles we were getting when air was put in the system.
We got the pump to pump, but the jet nozzle clogged up due to a heavy build up of mudand rust in the pipes. We had to remove the pipes from the well to clean the jet assemblyat the bottom of the set. The jet nozzle clogged up three times and was pulled three timesand was cleaned out three times due to the heavy buildup of iron getting knocked looseand plugging the jet nozzle. Again, not related to the replacement of the faulty footvalve. At this time, our technician advised Mr. [redacted] over the phone that his offset pipesneeded to be replaced. This 2nd service call was not related to 1 '1 service call to replacethe faulty foot valve.
A third service call occurred on 10-29-15. We had previously advised the customer on10-27-15 that his offset pipes needed to be replaced. The ground at Mr. [redacted]'s propertywas extremely hard where the pipes were run in the area of his rocked parking location.An excavator \WS brought in to dig the trench and we then installed new pipe in the offsetand new pipes down in the well. We hooked the well system back up again and primedthe pump and set the cycle.
The 3rd service call was not related to replacement of the faulty foot valve. This call wasto replace the water lines because of the mud and heavy iron build up in the existingpipes. I discussed the replacement of the pipes with Mr. [redacted] before the work beganI was personally on the project during the replacement of the pipes on the third servicecall. Mr. [redacted] did help us hand dig some of the project and help up locate a power linethat went to a shed so we wouldn't tear it up with the excavator. Mr. [redacted] could havestopped us from working at any time. At this time I became suspicious that he would tryto dodge payment so I took pictures of our work and can provide these pictures uponrequestMr. [redacted] had made no effort to pay any part of our billing. He was invoiced forthis work on 11-12-15 and he has made no payment. He had not contacted this officeregarding his complaint until we sent him a final statement and collection notice on hisaccount. At that time, Mr. [redacted] called and seemed confused by who completed the work on his project even though our trucks are clearly marked and we wear company uniforms and our name is on our invoices. He refused to listen to my reasoning about how his billing was determined. He just kept accusing me of scamming him. At that point, there was his threat to "see us in court". I asked him if there were any problems with how his system operated and he said no.
In addition to the complaint with the Revdex.com, Mr. [redacted] has continuedhis tirade with a complaint letter notification to the Construction Contractors Board. Inhis complaint he happens to mention that he had been quoted $1100.00 for everything forthe work on 10-29-15. (Please see attached letter) He is mistaken, that estimate of$1100.00 was for the replacement of the piping only, not for the two previous servicecalls. In fact, the foot valve that we installed on the first service call is still in his systemtoday and is working fine.
In conclusion, there were 3 separate visits to Mr. [redacted]'s property. One call to replace afaulty foot valve. A second call by Mr. [redacted] to repair what he mistakenly thought wasa faulty foot valve but was due to other existing problems. A third call to replace the oldpipes in the ground and in the well, again not related to a faulty foot valve.
I certainly take issue with being accused of scamming Mr. [redacted]. He complains aboutme sending only one technician on the first service call. Not sure why he would complainabout that? The technician was able to complete the work in a timely manner and repairthe foot valve as requested by Mr. [redacted]. Only using one technician saved Mr. [redacted]money! I only billed for the time of one technician.
Mr. [redacted] says he has over 50 years of pump and well experience. He was welcome todiagnose his own problems with the leaks and yet he called back to have Rainbow PumpCo. make the repairs. Again, we would have stopped at any time if he had made therequest.
My request is to have your office reject Mr. [redacted]'s unjustified claim. I am more thanwilling to provide any information you may require to solidify my position.
Respectfully submitted,John J[redacted],.President/Manager