Capital Well and Pump Service

We scheduled our inspection on Friday July 15, 2016. We ended up having to reschedule the appointment due to personal reasons. Later that day we called back and spoke with the lady in the office and told her that we were able to work it out and if we could keep our original appointment date. She stated that she never removed us off the schedule, so we were good to go for Friday. Our Real Estate agent sat at the property for about 3 hours waiting on the guy to show up. No one showed and no one called to let us know they couldn't make it. After SEVERAL phone calls we finally got someone to answer. The owner answered the phone and was very rude and very unprofessional. He made the excuse that the property was too far away for his company to look at and that it would take his guy 3 hours to do it. So of course we asked why this was not stated in the beginning before the appointment was ever made. They claim that they called us to tell us that, but no one ever called us or returned any of our calls. The guy got very agitated and stated that he was not arguing about it. Worst customer service we have ever experienced! You can never get them to answer the phone or return messages (had to call over 6 times in one day for someone to finally answer). All this company had to do was say that we are a little out of their way and that it would be extra to do the inspection. We were willing to pay extra to have it done but due to the experience with this company they will NEVER get any work from us and we will not be referring this company to anyone!

While attempting to replace older parts, the pressure control valve broke off.  Since proper repair tools were not available to the amateur, we called Capital Well & Pump to help us out.  They replaced the control and got us back with running water.  Noting that the pump was running slowly (over 20 years old w/no maintenance) we elected to have the pump replaced.  The very old controller did not "speak well" with the new pump so also had to be replaced.  We've had no problems since. 

Clay, who did the work, always came promptly, was polite and professional at all times.

Service was prompt and efficient, but parts were quite expensive, about twice normal retail prices. The owner was rude and insulting.

Saturday 12/26/15 we had no water pressure.  We called about 9:15 am, and Clay the tech arrived about 11:00 (30 minutes early) and quickly diagnosed the problem as the pump control box.  He replaced the box.  He asked, and we gave him the go-ahead to replace several other parts.  He finished in about an hour.  The bill seemed high at $495.95, but I didn?t realize just how high until I saw what we had paid before for the same parts.  A check of current prices on the internet, at the nearby Lowe?s, and with several people in the business on the following Monday confirmed that the parts prices were high, ?excessive,? as one man in the business put it, about 2X normal retail.

I called Capital Well on Monday to ask if someone could double check the prices.  Ed, the owner, called me back and said, ?You can get prices like that from crackheads who refurbish used boxes.?  He kept interrupting and talking over me when I tried to tell him the prices I found and where I got them.  He accused me of ?trying to destroy? his business. He said he ?couldn?t possibly sell parts at those prices.?  His said his parts prices include labor, on top of the service call.  He said he didn?t charge us a weekend service call rate. He repeated several times that ?Some people are impossible to please.?  I was able to say very little.

Ed ended the conversation with a very lewd insult. It was totally out of line and uncalled for. 

Here's what we paid, vs other prices we found on 12/27/15 and 12/28/15:

1.5 H.P. Control w/Reset               $259.50   (vs $109 for a CR1521 1.5 HP at Amazon to $150 for same Pentair Pentek from a

                                                                       local driller/well repair company)

30/60 Pumptrol Pressure Switch   $ 44.00    (vs $23.98 for a 30/50 Pumptrol & $26.98 for a 40/60 Pumptrol, both at Lowe's)

F93B1 Air Volume Control           $ 69.95     (vs $35.01 for the same F93B1 at Amazon)

S.Valve & 100 lb gauge                 $ 27.50

Service Call                                    $ 95.00

Total                                               $495.95

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PS of 01/18/2016

We will not respond to the exaggerations and untruths in the Company Response, nor will we go into a subsequent telephone call we received from the owner.

We will say we were careful in our Review of 01/02/2016, and we stand by it.