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Business ProfileforEast Bay Pump & Equipment Co., Inc.
Pump Service
At-a-glance
Customer Complaints
2 complaints closed in last 3 years
0 complaints closed in last 12 months
Customer Reviews are not used in the calculation of BBB Rating
Related Categories
Overview
East Bay Pump & Equipment Co., specialize in commercial and residential sales, service and installation of sump, sewage, well, booster, circulator and fountain pumps, systems & equipment.
Products & Services
Business Details
- Location of This Business
- 4900 E 12th St, Oakland, CA 94601-5110
- BBB File Opened:
- 11/27/1995
- Years in Business:
- 46
- Business Started:
- 11/10/1977
- Business Incorporated:
- 11/10/1977
- Accredited Since:
- 7/13/2020
- Licensing Information:
- This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
- Type of Entity:
- Corporation
- Number of Employees:
- 10
- Alternate Business Name
- East Bay Pump & Equipment Company, Inc.
- Hours of Operation
Primary
- M:
- 8:00 AM - 5:00 PM
- T:
- 8:00 AM - 5:00 PM
- W:
- 8:00 AM - 5:00 PM
- Th:
- 8:00 AM - 5:00 PM
- F:
- 8:00 AM - 5:00 PM
- Business Management
- Mr. David Rolon, General Manager
- Contact Information
Customer Contact
- Mr. David Rolon, General Manager
- Additional Contact Information
Fax Numbers
- (510) 217-2396Other Fax
Email Addresses
- Primary
- (510) 217-2396
Customer Complaints
2 Customer Complaints
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File a ComplaintMost Recent Customer Complaint
01/16/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Below you can see, from the bottom up, a chain of correspondence regarding this transaction. We were given one price verbally and then charged much more on the provided credit card. I have reached out to the vendor on several occasions and NEVER received any response. They simply charged my partner's credit card and would NOT engage with us at all to clarify why they had charged more money than originally agreed upon. I am at a loss as they will not respond to any of my outreach. I would like to receive a refund of the DIFFERENCE, not the full amount of the charge. I am happy to pay what we agreed upon PRIOR to having this work done.
?---------- Forwarded message ---------
From: **** ******* <****[email protected]>
Date: Thu, Oct 27, 2022 at 3:11 PM
Subject: Re: For **** re: ***** ******* **** * **** ****** **** *** **** *** **** * ********* ***** & ****,
I am very disappointed not just in the way my billing situation was handled, but also in the fact that my emails were completely and utterly ignored as if I have NOT been a many year, loyal customer of East Bay Pump. We neighbors share information about local vendors and I was very happy to share and refer East Bay Pump in the past. This is NOT the behavior that encouraged me to make such referrals. I am requesting the dignity of a reply and will await your response. I surely hope you will be professional and address your customer.
**** *******
On Wed, Sep 21, 2022 at 12:52 PM **** ******* <****[email protected]> wrote:
Hi **** (& *****),
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My name is **** ******* and I am writing to you regarding a recent service that I had done at my home. ****, to be clear, I have been using East Bay Pump since 2004 at my home in the Oakland hills. I have not had any bad incidents until this most recent experience. I have referred East Bay Pump to several neighbors when they had needs in these areas. So, I am someone who has been a loyal customer for over 18 years.
In my most recent situation in August of this year, my pump died and needed to be replaced. I spoke with *****, who I have dealt with in the past, and he quoted $95/hour and $1,250 for the pump. The first man from EBP arrived and assessed the situation. He called for a 2nd man who brought the pump to my residence and they proceeded to make the replacement. I believe the 1st gentleman was at my home for about 2 1/2 hours total and the 2nd gentleman was here about 1 1/2 hours total. That amounts to a total of 4 hours of labor at $95/hour. With their labor and the new pump, I anticipated the bill being a total of approximately $1,800-$1,850 or so with taxes.
Instead, I received two invoices charged to my partner's credit card - one in the amount of $520.80 (invoice #: 226372) from a service in 2019. Mind you, I have NEVER received an invoice for a service at that time. I pay ALL of my bills and, again, I have an 18 year history with EBP and have referred many others to EBP over the years. The 2nd invoice (invoice #: 226371), which I had spoken with ***** in advance to agree upon an estimated price, was billed not around $1,800-$1,850 as anticipated, but rather at $2,345.49, over $500 more than we expected based on the actual amount of time the 2 EBP men were working on replacing our pump.
****, this is NOT how I do business and I am very disappointed that when I have left many messages and sent emails to ***** to discuss this situation, I have been entirely ignored. I have just spoken with your assistant at the ************ phone number and she said she would be passing my phone number (************) on to you so that you and I might speak and resolve this matter.
I appreciate your attention to this matter from a long-standing, loyal customer.
With gratitude,
****
On Mon, Aug 29, 2022 at 1:48 PM **** ******* <****[email protected]> wrote:
Hi *****,
We did receive an invoice and I wanted to inquire about it. You actually sent two invoices - (1) for a total of $2,345.49 dated 08/04/2022 for which we have some timing questions based on the amount of the invoice and a (2) invoice for a total of $520.80 dated 09/06/2019 which is unclear why we are being charged something from nearly 3 years ago. We did NOT have any outstanding invoices and we need to clarify what this invoice / charge is for. Please reach out at your earliest convenience so that we can resolve this matter.
****
On Mon, Aug 29, 2022 at 1:11 PM ******** ****** <********[email protected]> wrote:
Hi *****,
I wanted to follow up with this. Can you please email an invoice with a breakdown of costs?
The first person arrived here about 2pm; I asked that he call when he arrived. The second person didn't arrive until over 90 minutes after the first person.
They completed the job and left the premasis about 5:30pm; I walked up/out with them when they left.
The invoice would help us clarify the cost. As it stands, the account charged to my credit card seems inconsistent with the time spent here and the price we were quoted for the unit before it was installed.
Thank you in advance for your help to clarify this matter.
Best Wishes,
********
On Mon, Aug 15, 2022, 2:53 PM **** ******* <****[email protected]> wrote:
Hi *****,
I wanted to reach out to you with a question to clarify the amount charged to ********'s credit card. ******** just shared with me that she was charged the following:
EAST BAY PUMP AND EQUIPME:
$520.80 & $2,345.49
Total $2,867.29
Given the cost of the pump was quoted at $1,200 and there was one person at our home for about 1.5-2.0 hours until a second person arrived and stayed for about 1.5 hours with the first person. I am just wondering how these charges got so high, especially after we talked about it on the phone and you shared that you were respectful of my long time loyalty and referrals to others in my neighborhood. Can you please let us know how this got to be so expensive.
Thanks,
**** *******
On Thu, Aug 4, 2022 at 6:13 PM **** ******* <****[email protected]> wrote:
Hey *****,
Many thanks and we appreciate the information and your acknowledgement and respect for the longevity of the relationship and the referrals that I have made in the past on behalf of East Bay Pump. We look forward to working out final details/costs with you.
With gratitude,
****
On Thu, Aug 4, 2022 at 5:27 PM East Bay Pump & Equipment wrote:
Hello,
Nice speaking with you today. I have attached the pump info as discussed. The warranty is 1-year from installation, or 18 months from the date code on the pump. The pump we are installing is a Zoeller E295. Thanks for the opportunity to be of service.
***** *****
East Bay Pump & Equipment Co., Inc.
CA Contractor's License #****** ************
www.eastbaypump.net
On Thursday, August 4, 2022 at 02:33:41 PM PDT, **** ******* <************************* wrote:
Hi there,
You guys have a person inspecting our pump, which you have serviced in the past. My partner, ********, indicated that your guy is cleaning up our pump and it appears to be "dead". He is suggesting that we need a new pump. I just want to confirm that IF we move forward, that the replacement pump would be new, warranteed, and want to understand the terms of the warranty. Can you please let us know so that we can make a decision about moving forward with the right information?
Thanks in advance,
**** *******
**** ****** **** ******** ** *****
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