Complaints

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There will be no resolution, except in court. Contractor installed 3 well pumps all have been defective. They are not allowed back on my property.

  Business response

  06/23/2023

  We received a phone call from the customer on 01/28/2023 saying he was out of water.  Sent a tech out on 01/29/2023 to see what needed to be done.  We told him that he needed a pump for $800.00 an he said okay a we went ahead and installed everything and he signed the work order for $10,500.00.  He paid $4,000.00 by credit card on 01/29/2023 and then paid $6,500.00 on 02/02/2023 by credit card.

  Then they called on 04/25/2023 and said the well stopped working again and we told them that we would be out the next day, 04/26/2023.  They called that morning and I told them they would be out by that afternoon (as I recall we had several other out of waters before them.)  By 12:00 PM that day, the customer brought in a letter (see attached) stating if we did not get it fixed right away, what they would do. Our tech (just like I told them the day before) was out there that afternoon.  He installed a new pump and fixed everything and spoke with the customer and he said he was happy with everything.  Next thing we know we get another letter on 06/02/2023 stating that they were out of water again and demanded that we pay the $4,911.00 that ******************* and Pump charged them.

  I called the customer on 06/22/2023 and spoke with him and said we should try to resolve this and he ask if we were going to pay for the other company coming out and pay the bill.  I told him no. He then said I'm done talking to you we will see you in court.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company can to our house to look at a well issue. The person who showed up, took the top of the well house off, broke the existing piping and wiring and almost killed the young woman he asked to guide the wire pulling the well pipe. Very unprofessional decision making and unprofessional employee sent on this job. The person sent on this job asked a very petite woman to hold his winch line as he sat in his truck and pressed a button to pull up the pump. When the pipe broke, the steel cable snapped and hit the hat she was wearing (she could have been killed). He charged her almost $600 and left without making any repairs. He didnt fix the roof of the pump house, he didnt fix the pipes or electrical wires he broke, he just asked for money and left. I called the owner as soon as I learned what had happened, they said go ahead and file a lawsuit. Now Im looking to file.

  Business response

  05/15/2023

  This was a job done for ****************** on Nov 30 2022 invoice #***** . Mr ******** called me on April 19 2023 almost 5 months after the fact.  We do not know what was done in the last 5  months or who was there, and I do not know who Mr. ******** is. There was no injuries recorded from this job and I do not know who he was talking about in his complaint to you about to guide the wire while he pulled the pump up .  No body called us to let us know if the pump was not fixed and there was any problems until know . Therefore we feel we do not owe any money back on this job.

  ******************;                                                                                                                                                                                                                                                                                      Office Manager                                                                                                                                                                                                                                                                          Dearman Pump

   

   

   

   

  Customer response

  05/15/2023

  I am rejecting this response because:

  This Dearman Pump employee was unprofessional, unsafe, unqualified and too lazy to complete the job  He failed to do the job he was hired for, almost killed the home owner, and left without repairing the damage he created  The house was occupied by 2 owners, one is a 92 year old man and the other is a young woman who has only been living in America for a few years (doesnt speak the best English)  this company took advantage of the situation, took $690 and walked away with no resolution. 

  
  

  Business response

  06/23/2023

  As of Dec 2022 the tech that went out to the property at ************************************** in Oak Run is no longer employed by Dearman Pump. I checked the invoice for this job and all that was on it was the service call,travel time and labor. for $590.00 The tech did not report that anything happened  and the customer did not report anything was wrong. This job took place on Nov 30,2022. Then in April I am not sure if this person is related or what called to report that the tech left a mess. Said the wires were broken and broken pipes all over the place. I then asked him why he waited 5 months to report this he then threaten to go his lawyer. He did not want to answer me when I asked again why wait 5 months to report this and he just got more upset. Then he said we took advantage of someone who did not speak good english which  disagreed with . Therefore for it being so long after the time that we were there we do not know what took place in the last 5 months on the property that we do not have any responsibility to take care of this 

   

  *****************

  Dearman Pump

  .  

• Initial Complaint

  07/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They install my complete well system 3 years ago. It broke down and I had no water at all so I called dearman. They would not answer the phone and texted a friend of min saying they were out of town. So I called someone else. The parts for the unit are under warranty and they now tell me They wont help me with doing the warranty because I called someone else. My original paperwork says nothing about voiding the warranty on parts if they dont do it. Or they dont bother calling or answering calls. I still can not get the owner *** to talk to me.

  Business response

  07/28/2022

  In regard to complaint # ********:

  we received a call on 7/15/2022 from a customer stating she was out of water and we and we told her (just like ever out of water phone call that we receive) that it would be a few days before we could get to her. At that time, we had 48 out of water calls ahead of her. She called back in a couple of days and sad she had another pump company come out and they pulled her pump, and wanted to know how to collect on the warranty, we then pulled her records and according to our records her warranty for the pump has expired the only thing under warranty at this time was a 80-gal diaphragm tank. Our policy is that if someone else works on our systems that it voids all warranty. When it is under warranty, we collect the item and sent it to the manufacture company then they in return send us a replacement item. Therefore, we only replace warranty with the same product, we do not give any credit back to the customer.  

   

  We are sorry for any inconvenience that she received. But due to the drought we are working seven days a week 13 to 14 hrs. a day just to keep up with overwhelming phone calls that we have daily. 

  Customer response

  07/29/2022

  I am rejecting this response because: THE ENTIRE FIRST PART OF THE LETTER IS A LIE.

  
  

  I called the first time on Sunday July 10th and it forwarded to the on call phone which says the mailbox is full and you can not leave a message.

  I called that number both sunday and monday july 11th to that message.  When I could not get a hold of anyone I search other numbers on line and found a spot

  that said they were permanently closed.  I then went to ******** to ask if anyone knew if they were out of business.  A friend that knows them sent a text to the wife and ask

  if they were still in business and was told that they were out of town but were still in business.  See pictures attached.

  The July 15th date that he says I called is just the first time anyone answered and talked to me.  I call everyday all week long.

  Even then I was told that *** would call me back to discuss and I still have not gotten a call from him.

  Actually no one has EVER called me.  I called yet again and the secretary told me he wasn't going to do the warranty.  This was 2 weeks later.

  I still have never gotten a call from anyone.

  As far as what is under warranty.  I understand that it is the tank that is what I want warrantied.  That is all I have ever asked for help to get warranty on but he wouldn't know that because he wont call me

  
  

  I have talked to both the manufacturer of the tank and proffered pump who does the warranty and have been told they get a credit on their account for the tank when the warranty goes thru.

  There is no reason that credit can not be passed on to me as the customer.  I do it at my job and am familiar with how it works.

  Being mad because I called someone else when I still haven't gotten a call back 3 weeks later is unethical and wrong.

  
  

  
  

  
  

  
  

  Business response

  08/01/2022

  she said she called on July 10 th maybe that was on a Sunday.  July 11th was a Monday, and I was here from 8:00 until 5:00 all week long. As far as the company being   permanently closed, we are not and have no intention of closing.  The only time we were closed was over the 4th of July. We were closed on the 2nd 3rd and 4th and the owner worked those days.  As far as not answering the phones I may have to put someone on hold, so I can answer another line, because I was the only office help for the weeks she is referring to.

  I did call her and told her that we could not give her the warranty because another company pulled the pump out of the well as which is our policy, and we only would give them a new tank if we would have pulled it. She then said she would call the manufacture.and after that we received an e-mail from BBB. She also stated that it has been 3 weeks and I did call her and talk to her about the tank, and it was not 3 weeks 

   

  *****************

  Dearman Pump

  Customer response

  08/03/2022

  I am rejecting this response because:

  All these responses are is he said she said.  But here is another receipt to prove the date.  After getting the on call that I could not leave a message on for 2 days I called another company and they

  fixed the problem.  See attachment with the date of the 11th of July.  Also in past responses you added the receipt showing the 5 year warranty on the tank.  Can you please show me where it says that the

  warranty is void if someone else does it.  And telling me that someone was in the office on the 11th is a bold face lie when i have a text from owner showing they were and no one ever answered the phone.  

  And again I have NEVER gotten a call from you.  I have called and talked to you to try and resolve the issue and always get that you will call me back and never do.  I even left a message with a **** who said the same

  thing and then never got a call back.   have NEVER received an incoming call from your office.  

  I also work in the construction industry so I am completely familiar with how the warranty works.  There is no reason once a credit is given that it can not be passed on to me.  that is your company being *****

   

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩