Dear Ms [redacted] , Thank you for the opportunity to respond to Mr [redacted] 's letterWe are a small familyowned business that has been operating in Lane County since I have been workingin and managing this company for over yearsI strive to treat all our customers withrespect and perform repairs on systems as if I was working on my own homesRainbowPump Company has an excellent reputation with our customers On October 23, 2015, Mr [redacted] called [redacted] Co., Incfor 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 hisprojectWithout 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 systemI 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 thewellBelow are the notes my technician (Jon S***) made for the service call on 10-23-15:"Service call-pulled pitless upDrop pipe was not holding waterPulledrest of setFound failed foot valveReplaced foot valveReset jet body & foot valve.Tried to prime pump, found vacuum leaks in sucktion (suction), saw moistureat joints & could feel air being sucked into jointsSaid he (Mr [redacted] ) wouldrebuild plumbing." My technician talked with Mr [redacted] by phone and informed him of the vacuum leaks atthe galvanized plumbingMr [redacted] said he would rebuild the plumbingThese 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 waterWe returned on 10-27-and below are the notes my technician(Jon S [redacted] and Jeff [redacted] made: "Service callPulled the pipes out of pitlessFoot valve was holdingWaterholding in drop pipeTightened all fittings in pump houseFound broken pvcin offsetDug up and repaired pvcGot pump to primeJet nozzle clogged do(due) to heayy build up & rust in pipeClogged jet nozzle (three) times &cleaned outAdvised 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 adapterThis 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 pipesWe had to remove the pipes from the well to clean the jet assemblyat the bottom of the setThe 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 nozzleAgain, not related to the replacement of the faulty footvalveAt this time, our technician advised Mr [redacted] over the phone that his offset pipesneeded to be replacedThis 2nd service call was not related to 'service call to replacethe faulty foot valve A third service call occurred on 10-29-We had previously advised the customer on10-27-that his offset pipes needed to be replacedThe 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 wellWe 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 valveThis call wasto replace the water lines because of the mud and heavy iron build up in the existingpipesI 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 servicecallMr [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 excavatorMr [redacted] could havestopped us from working at any timeAt 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 billingHe was invoiced forthis work on 11-12-and he has made no paymentHe had not contacted this officeregarding his complaint until we sent him a final statement and collection notice on hisaccountAt 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 invoicesHe refused to listen to my reasoning about how his billing was determinedHe just kept accusing me of scamming himAt 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 BoardInhis complaint he happens to mention that he had been quoted $for everything forthe work on 10-29-(Please see attached letter) He is mistaken, that estimate of$was for the replacement of the piping only, not for the two previous servicecallsIn 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 separate visits to Mr [redacted] 's propertyOne call to replace afaulty foot valveA second call by Mr [redacted] to repair what he mistakenly thought wasa faulty foot valve but was due to other existing problemsA 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 callNot 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 years of pump and well experienceHe was welcome todiagnose his own problems with the leaks and yet he called back to have Rainbow PumpComake the repairsAgain, we would have stopped at any time if he had made therequest My request is to have your office reject Mr [redacted] 's unjustified claimI am more thanwilling to provide any information you may require to solidify my position Respectfully submitted,John J***,.President/Manager
Dear Ms [redacted] , Thank you for the opportunity to respond to Mr [redacted] 's letterWe are a small familyowned business that has been operating in Lane County since I have been workingin and managing this company for over yearsI strive to treat all our customers withrespect and perform repairs on systems as if I was working on my own homesRainbowPump Company has an excellent reputation with our customers On October 23, 2015, Mr [redacted] called [redacted] Co., Incfor 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 hisprojectWithout 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 systemI 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 thewellBelow are the notes my technician (Jon S***) made for the service call on 10-23-15:"Service call-pulled pitless upDrop pipe was not holding waterPulledrest of setFound failed foot valveReplaced foot valveReset jet body & foot valve.Tried to prime pump, found vacuum leaks in sucktion (suction), saw moistureat joints & could feel air being sucked into jointsSaid he (Mr [redacted] ) wouldrebuild plumbing." My technician talked with Mr [redacted] by phone and informed him of the vacuum leaks atthe galvanized plumbingMr [redacted] said he would rebuild the plumbingThese 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 waterWe returned on 10-27-and below are the notes my technician(Jon S [redacted] and Jeff [redacted] made: "Service callPulled the pipes out of pitlessFoot valve was holdingWaterholding in drop pipeTightened all fittings in pump houseFound broken pvcin offsetDug up and repaired pvcGot pump to primeJet nozzle clogged do(due) to heayy build up & rust in pipeClogged jet nozzle (three) times &cleaned outAdvised 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 adapterThis 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 pipesWe had to remove the pipes from the well to clean the jet assemblyat the bottom of the setThe 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 nozzleAgain, not related to the replacement of the faulty footvalveAt this time, our technician advised Mr [redacted] over the phone that his offset pipesneeded to be replacedThis 2nd service call was not related to 'service call to replacethe faulty foot valve A third service call occurred on 10-29-We had previously advised the customer on10-27-that his offset pipes needed to be replacedThe 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 wellWe 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 valveThis call wasto replace the water lines because of the mud and heavy iron build up in the existingpipesI 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 servicecallMr [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 excavatorMr [redacted] could havestopped us from working at any timeAt 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 billingHe was invoiced forthis work on 11-12-and he has made no paymentHe had not contacted this officeregarding his complaint until we sent him a final statement and collection notice on hisaccountAt 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 invoicesHe refused to listen to my reasoning about how his billing was determinedHe just kept accusing me of scamming himAt 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 BoardInhis complaint he happens to mention that he had been quoted $for everything forthe work on 10-29-(Please see attached letter) He is mistaken, that estimate of$was for the replacement of the piping only, not for the two previous servicecallsIn 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 separate visits to Mr [redacted] 's propertyOne call to replace afaulty foot valveA second call by Mr [redacted] to repair what he mistakenly thought wasa faulty foot valve but was due to other existing problemsA 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 callNot 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 years of pump and well experienceHe was welcome todiagnose his own problems with the leaks and yet he called back to have Rainbow PumpComake the repairsAgain, we would have stopped at any time if he had made therequest My request is to have your office reject Mr [redacted] 's unjustified claimI am more thanwilling to provide any information you may require to solidify my position Respectfully submitted,John J***,.President/Manager