RE Sanders

Dear [redacted] ***,This is in response to a complaint filed about our business from [redacted] ID# [redacted] Our technician stopped at [redacted] 's house at approx7:a.mon January 12th, to see why his well pump was running when no water was being used He found a leak in what appeared to be the adapter fitting where the pipe comes out of the well The well is in a very unusual place It is in a narrow pit in his garage floor and the leak was approximately feet down The techexplained to him he would need a second man to complete this job The techreturned to the shop to pick up the 2nd man This portion was done at no charge When they tried to pull the well pump they found threads in the fitting were damaged when the pitless adapter was worked on before so we had to find an alternate method of getting the pitless adapter apart and pull the pump They ran to the local hardware store and purchased a piece of steel cable (that was trip one) They were able to pull the adapter and pump from the well It was at that point they could see the entire pitless adapter had to be replaced which the other half was still attached to the well casing in the bottom of the pit This also required two men, one hanging upside down in the pit and one in the basement pulling the pipe We only use about two pitless adapters a year and with six service trucks on the road it would be poor business to stock them on our trucks which I explained to [redacted] in our first phone conversations Thus our second trip to the supply house to get a new pitless adapter This is not a common part that you will find on any plumbers truck Whether you know anything about well pump or not by now I'm sure you can see this was not an everyday repair Well pump replacements and repairs are a large piece of our business and the only thing we claim to be experts at [redacted] seems to be very happy that the tech.'s were able to complete the task but became very unhappy when he got the invoice Our itemization of the invoice shows the parts used that make up the material and the labor he was charged for Since his complaint was with labor this seemed sufficient Our tech's are dispatched by computer tablets and their time is tracked which read time on 8:a.m./time off 1:p.mwhich is hours per man (excluding the stop in the morning that was mentioned above) Please see the attached invoice where [redacted] was invoiced for only hours In a second conversation I had with [redacted] , after I reviewed the job with the techs and the invoice I told [redacted] due to the difficulty of the job I was surprised they got it done in that short amount of time His response to me, which he neglected to put in his complaint was "Are you smoking dope?" At that point I hung up the phone R E Sanders, Inchas been servicing York County for over years and we have a large number of repeat customers We do not stay in business by deceiving our customers Due to the fact that our tech's were able to repair [redacted] 's problem in a timely fashion and get him back in water, I feel our charges are very fair and there will be no refund

Response to [redacted] concerns:Number 1When the technician stopped in to look at the repairs (an hour that was not charged) the technician was asked "what do you charge?"The technician told ** [redacted] $an hourThe technician looked the job over and explained he would need a second man (because of working in a pit), that one man could not do the job** [redacted] s response was the leak has to be fixed do what you have to doI apologize if the technician did not stop to explain our billing procedures in more detailI'm amazed that ** [redacted] does not understand that $an hour does not mean unlimited workersWe charge $an hour we had hours (techs., hrseach) G) $which is $As stated on my prior response RE Sanders, Inchas been servicing York County for years, and have a large file of repeat customersWe do not do this by running a deceptive business.Number 2I stand corrected; stated the pit was ABOUT ftdeep when it is actually 39"Also, ** [redacted] was informed that we needed a second manThe man was needed because it was not a one man job periodHe was needed in the pit and in the basement and even to help the other man out of the pit when he was upside down in the 39" pitOur technician is only 68" tall.Number 3The pump rope in question is just nylon ropeThe technician bought nylon rope at the hardware store because the pump rope on his truck was not long enoughWhen the technician looked at the job he could not see what fittings were down the well until it could be pulled (thus the need for a second man)Once pulled there was a couple of fittings the technician did not feel comfortable putting back in the well because of their deteriorated stateHe then made a trip to pick up the needed fittings.Number 4When ** [redacted] asked if I was smoking dope I hung up the phoneNo comment on the rest of that paragraph I'm not sure where he is going with that.Number 5The cable that was bought is part of a set called stake & cable tie out 20! The general purpose for this is to put the stake in the ground, connect the cable to the stake and then connect the other end to an animal (dog, cat, goat, whatever)The reason it was purchased was because it had a pre-formed loop on the end which was used as a choker style connection around the pitless fitting to keep the cable from coming loosePlease see attached sales receiptIn spite of what ** [redacted] believes about the cable we needed something thin and strong to fit the job and this stainless steel cable worked perfectAlso, it was not charged to the job.Number 6Itemizing the bill is definitely not the issue hereWhat is the issue is we were hired to complete a task that is way outside the textbookTherefore, because of our experience which is due to the amount of well work, well pumps and pumping System work, our technicians are able to work through a challenge such as this oneIronically, ** [redacted] told the men how pleased he was that they were able to make the repair then his tune changed when he was presented the bill for the repairI don't know how else to say this but I refuse to believe that ** [redacted] actually thinks that $an hour would be for multiple menOnce again $an hour times hours is $There will not be any refund