Monticello Pump Service Inc

Service Provider Response

Clearly there was a miscommunication and the issue will be addressed within our office. As you can see from our history this does not happen. We sincerely regret the inconvenience.

Service Provider Response

Thanks [Member Name Removed] for giving us a great review and rating! We are honored to serve you whenever you need us. --Monticello Pump Services, Inc.

Service Provider Response

Thanks [Removed Member Name] for giving us a great review and rating! We are honored to serve you whenever you need us. --Monticello Pump Services, Inc.

Service Provider Response

Thanks [Member Name Removed] for giving us a great review and rating! We are honored to serve you whenever you need us. --Monticello Pump Services, Inc.

Service Provider Response

Thanks [Removed Member Name] for giving us a great review and rating! We are honored to serve you whenever you need us. --Monticello Pump Services, Inc.

Service Provider Response

Thanks [Member Name Removed]for giving us a great review and rating! We are honored to serve you whenever you need us. --Monticello Pump Services, Inc.

Service Provider Response

Thanks [Member Name Removed] for giving us a great review and rating! We are honored to serve you whenever you need us. --Monticello Pump Services, Inc.

Service Provider Response

We replaced a pump at [member name removed]'s residence on February 16, 2013. To the best of our knowledge the pump that we replaced last year is operating normally. Before performing any work for any customer we inform them of what the nature of their problem is and quote them a price for the work necessary to correct the problems. We never do any work that a customer has not authorized us to perform and agreed to a price. This was the case with [member name removed]. We have recently discovered her posting on Angie’s list complaining of the price we charged her and wanted to respond so all facts are known to our present and potential customers. First, we did not charge [member name removed] $3,000 for her pump. This price included not only the cost of the pump, but our labor to remove the old pump and install the new pump, the cost of new copper wire (190 feet), and other equipment needed to install the pump such as a check valves, brass adapters, etc. Also, we offered [member name removed] two different models of pumps to choose from and she elected to purchase the more expensive pump. We regret that more than one year after performing work for her she has decided to complain about our charge for our work. We did want to make clear to Angie’s List subscribers that she agreed to the price before we performed any work and that the charge paid was for more than simply the pump. If anyone reading this would like further clarification from us please feel free to contact us.

Service Provider Response

We have recently learned that [member name removed]posted some information about our company on Angie’s List and we wanted to post a brief reply to more fully explain the situation at her residence. We were contacted by this customer and informed over the telephone that she had a sump pump that needed replaced. During this telephone call we quoted the customer an approximate cost of the work needed to replace the sump pump. This quote included a charge for our service call, which is simply the first one-half hour of labor. The customer asked us to come and do the work. When we arrived at the residence we examined the sump pump and it did in fact need to be replaced. The customer then indicated that perhaps the replacement of the sump pump was covered by a home warranty and we waited approximately one-half hour while the customer called the company. The customer returned and indicated that in fact the sump pump would be covered by the home warranty so he did not want us to replace it. At this point we were ready to leave the customers residence without any charge whatsoever. The customer then asked us to look at an entirely separate issue associated with a well that they used to irrigate the lawn. After looking at the pump we determined that the customer needed a new pressure switch. We informed them what the cost of the installation of the switch would be, including the minimum first one-half hour labor charge. The customer said that no one informed them of the service charge. We reminded them that it was quoted to them for the work that was originally intended to be performed on the sump pump. The customer wanted us to perform the work on the switch for simply the cost of the switch which we politely declined. We are a business and need to charge for our labor. In this circumstance we spent approximately two and one-half hours on a call and received no compensation. There are certainly times when we go on calls and circumstances occur where we do no work and hence do not charge a customer. However in this situation the customer wanted us to perform work but not charge for our labor. As a business we cannot agree to perform work without charging for our labor costs. We are certain that Angie’s List customers understand this business practice. We would be happy to discuss this further with current or potential customers if they have questions!

Service Provider Response

Angie's List recently made us aware that a complaint had been posted against our company for a job that we did over 2 years ago. Until being informed of this complaint we had no idea the customer was unhappy with any work we had done for him. During this 2 year period the customer never contacted us to express any dissatisfaction with the work we had done at his home or the price he was charged for the work. Briefly, we were called to the customers home because he had no water. The customer's well was 660 feet deep and we pulled the pump from the bottom of the well to diagnosis the problem. We determined the customer needed not only a new pump and wiring (660 feet) but a pressure tank as well. Before beginning the work, we quoted him a price for the materials and labor for the job. We always provide the customer the opportunity to obtain quotes for the work we propose from other companies before doing any work. After explaining the work that was needed to be done and the cost of the work, the customer asked us to do the job. It was a large job and we were able to complete the work in one day and restore water to the customer's residence. I understand [member name removed] feeling of being pressured, but I can assure Angie's List customers it was not pressure imposed on him by my company. All individuals who live on a well and have lost water find themselves in a pressured situation. Our company has been in business for 38 years and the vast majority of our service calls are individuals who have lost water for a variety of reasons. We have always been careful to not take advantage of people in these situations and we treated [member name removed] with the same respect that we treat all of our customers. If [member name removed] reviews this response I would encourage him to contact me so we can discuss the situation. Monticello Pump Service NEVER wants a dissatisfied customer.

Service Provider Response

{Member name removed} called our company because he was having difficulty with his well and geothermal heating system. As the owner of the company I spent a great deal of time with {Member name removed} on the phone before informing him that I believed we could fix his problem. Our corporate headquarters are located in Falls Church, Virginia and {Member name removed} resided in Darnestown, Maryland. This is approximately a 45 minute drive each way from our office. We travelled to the home and diagnosed the problem with the system. Before performing any work we informed {Member name removed} of the cost of the work and material and he authorized us to do the job. We completed the work promptly and restored the system to functioning order. {Member name removed} comments that he believes the charge for our services was not fair. First, the price charged for the tank we installed has not changed since 2008. Second, as the owner of the company I spent well over 4 hours talking to {Member name removed}, travelling to his residence and assisting our technician with work. There was no charge to {Member name removed} for any of my time spent on this job. Nor was there any charge for our 1 ½ hour of travel to and from our office. What we ended up charging {Member name removed} for our work is what we have charged for the same service since 2008. Our price has not increased. While I am disappointed to read that he feels he was over charged for our services I would like to assure him he was not. I was extremely pleased to read that he was very satisfied with our work, our responsiveness and our punctuality. Although {Member name removed} unfortunately indicated he would not hire us again I would remind him that he has a warranty for our work and we will of course honor any and all warranty work we may owe him.