Valley Pump

Valley Pump received a call from [redacted] regarding her rental property with a verbal emergency service request to restore drinking water to the tenants living in the rental, She agreed to the standard $250 Emergency Service Call fee. The service call included 2 hour travel time and diagnosis.... Upon diagnosis, [redacted] was called while we were at the job site with a verbal estimate for parts, boom truck and labor to pull and replace the submersible pump. [redacted] verbally agreed to the job. We did what we could that night, and returned in the morning with the needed parts to complete the job. [redacted] called stating he wanted wholesale cost for the pump we installed. He stated he found a pump online for only $400. We explained to him that our pumps can only be purchased to a licensed dealer from a distributor. The pumps sold online are old stock piles, have old date codes and no warranty. Distributors have asked us to let them know, as customers do not know what they are buying online.Attached is a copy of the invoice billed to Mr. [redacted] as well as a price sheet with the pump we installed and the distributors suggested retail price. The invoice is itemized for the customer and also shows we gave a courtesy discount of $200.Please feel free to contact me with further questions to resolve this complaint.Regards,Ruth A***Valley Pump Inc [redacted] @valleypumpnw.comwww.valleypumpnw.com [redacted] ***SUPPORTING DOCUMENTS REDACTED BY BBB***

Response to complaint # [redacted] February 24, Mr [redacted] phoned our office on February 7th at 5:30PM (after hours) After another company was out there and told them to call us because they were unwilling to attempt to get their truck out there The purpose of the call was they were not getting any water from their well Alex A [redacted] went out that night after hours to the property to assess the situation at no charge to the customer During the visit Alex asked Mr [redacted] if they could build a road down to the well as he was concerned about our vehicle getting to the well headMr [redacted] said he couldn’t do that The ground had a foot of snow at the time and was difficult to determine what was underneath the snow At that point Alex said he would try to get our vehicle to get down there but Mr [redacted] had to agree to pay for Labor and towing if we got stuckMr [redacted] agreed so we came out the next day February 8th and tried to get out to the well Unfortunately, the truck did get stuck None of us expected the truck to get stuck as bad as it did It took men two days of digging to prepare the truck to be towed out of the mud There was extensive damage to the truck caused from getting stuck We billed Mr [redacted] hour’s labor at the rate of $an hour, which he agreed on He paid us onsite with a check # We further agreed with Mr [redacted] to meet with him the following week to discuss the other options to get his water going and also to discuss the charges for towing/dozer and vehicle damageWe left the job with a plan to get their well pump replaced We are very interested in helping them get back into waterOn Tuesday the 14th however we received a notification from Revdex.com regarding this complaint and it stated we should not contact them On Tuesday 02/we got a statement from our bank stating the check had a stop payment placed on it and we were charged $fee for unpaid item As of this response February 24th our vehicle is still inoperable and complete damage costs are still not calculated A complete copy of charges will be submitted when the final numbers are in We are not willing to make a concession on the amount already billed as it has already been discounted.Regarding the fallen tree; the tree was down prior to us being out there and with MrHoults permission it was moved by the dozer along with a large amount of machinery and brush that was on the ground in the way of his attempt to tow us to the well, and then out when we could not reach the well This tree can easily be cut with a chain saw and rolled off the path, and was part of our plan when we were scheduled to return the following week.Valley Pump Inc.License # [redacted]