Complaints

• Initial Complaint

  07/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I reached out to Outrider Pump and Water Well Drilling in Tome, New Mexico, for an estimate to remove an old pump that had fallen into our water well. We experienced low water pressure and suspected the pump might be the cause. Uncertain if the fallen pump was to blame, we sought professional advice. Speaking with ****, I described the issue with the shared water well used by multiple households. Whenever someone used an outside hose, water pressure in all homes significantly dropped, making it almost unusable. According to the company, the fallen pump was not the problem. A technician dispatched determined that we needed a new pressure tank, costing $1,450. The families involved agreed to cover the expense to have the issue resolved. Upon completion of the job (7 Jul 2023 @ *** ****** *** *** ****** ** *****), we discovered that the problem had not been resolved. When we asked **** about a resolution, he informed us that the current water pump (not the fallen one) was the culprit and needed replacement. He provided a new estimate of $1,600, in addition to the initial $1,450 cost. Why were we not initially informed about the issue with the working pump and given an estimate specifically to address it? This unexpected demand for more than double the original estimate is entirely unacceptable. Therefore, despite the substantial expenditure of $1,450 invested in enlisting Outrider Pump Service to address our water pressure problem, we are extremely disappointed to discover that we must now turn to another company for an effective solution to the exact issue for which Outrider Pump Service was originally hired. In light of this unfortunate situation, we request a full refund of $1,450. We intend to use this refund to engage a different company capable of successfully addressing and resolving the original problem of low water pressure, which Outrider Pump Service was contracted and paid to rectify.

  Customer response

  07/19/2023

  Hello, 
  
  I am reaching out to inquire about the process for amending our previously filed complaint. Following the receipt of the communication from your office, the company promptly contacted us (Sunday, 16 Jul 2023) and took appropriate measures to rectify the situation (Monday, 17 Jul 2023). We are sincerely grateful for the invaluable assistance and successful resolution your office was able to assist us with. Hence, I would like to kindly request that the resolution be acknowledged and incorporated into our original complaint.
  
  Thank you for your attention to this matter.
  ******* ****** ***** ** ****** *******
  

  
  

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