Complaints

• Initial Complaint

  13/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 2nd, our well collapsed. Called Rudderham's- they did the well 5 years ago. They attempted to remove the well pump. They said they could not, as too much rock had collapsed on it. Due to previously failed attempts at drilling on our property, they suggested we get advice from a hydro geologist. They gave us a phone # and we called him. The geologist said he would reach out to Rudderhams, as he normally speaks directly with the company, not the client. After weeks with no word, we followed up. Amber was supposed to have provided a well report to the Geologist. She did not. So we called her and she said she would get on it. In the meantime, we had been checking with our insurance company for coverage. They asked for a report from Rudderhams. The insurance company called to say that Rudderhams sent them nothing usable. We called and spoke to ****. He said he would redo the report. Again the insurance company called to say the report was not usable. Our adjuster said they had NEVER experienced a well company who was unwilling to put their camera down the well, because it was "too expensive to risk losing it". Insurance claim was denied. We called Rudderhams again to tell them this and find out if a plan had been worked out with the geologist. After 3 weeks, they had still not worked anything out with the geologist. We went the holidays with no water. Mid-January, they recommended we drill a new well, 8" wide that would need special equipment. We agreed to proceed. They said they would confirm when they could come. Probably next week. We did not hear from them, so we followed up. "Probably next week". Again, we heard nothing, so we reached out. "Probably next week". They said this over and over. When we got upset, they said, "oh the part arrived, but now we have to order a pump. 5 more week delay". We called Island and they came in 4 days, pulled the pump out, and we had water within hours. We worked with Rudderhams for 3 MONTHS.

  Business response

  14/03/2022

  Unfortunately, our well driller is still down. We cannot drill a well without the well drilling rig. They were not being ignored, we could not physically help them. It is unfortunate, and it is not what we wanted, but we are at the mercy of ordering other parts as well.

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