Complaints

This profile includes complaints for Well Works, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Well Works, LLC

  65A North Rd Jamestown, RI 02835-1433

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  Well Works, LLC

  PO Box 1 Jamestown, RI 02835-0001

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/30/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company made installation error when installing equipment, resulting in basement flooding. Admitted to error on their part and said would be filing insurance claim and get back to me. Will not return calls or emails.

  Customer Answer

  Date: 08/10/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 08/20/2024

  The customer initially contacted us due to bacteria in their well. After
  discussing the issue with them multiple times and taking multiple water
  samples (3/25/24 and 4/15/24) with positive bacteria results. We quoted
  them a UV light system, which they accepted, and was installed on
  6/3/24. At that time there were no leaks in the system. On 6/7/24 we
  were made aware of a small leak and that there was some standing water
  in the basement. Due to the customer reaction they were informed that IF
  there was serious damage we would file an insurance claim. We responded
  to their location same day and re-seated an o-ring that was dripping
  slowly as well as vacuuming the water from their unfinished basement. 
  In addition the customers sump-pump is incorrectly positioned and has a
  3-4" high lip that will not allow water to drain into the pit from the
  basement. At no time was the water in contact with any of their
  possessions other than a single felt pad on the bottom of a table leg
  that got damp. We dried the pad thoroughly and verified that no damage
  existed from us. The leak has not reoccurred since re-seating the
  o-ring. In addition we also left an industrial fan on site for several
  days to dry out the basement.
  
  The customer asked if we had a dehumidifier, we informed them that while
  we did not have any on hand that we could acquire one and drop it off
  for them. At that time they declined. On 6/10/24 we returned to retrieve
  our industrial fan and check in with the customer and at that time we
  were informed that the customer had purchased a dehumidifier. Customer
  also asked if we had filed an insurance claim and we informed them we
  had not due to there being no damage to any of their property. Customer
  claimed to us that staining on floor was from leak. However stain is
  clearly from treatment system and there are no iron stains below UV
  light. We have pictures of the water level and of the area showing no
  damage after the water was removed. Customer claims moisture was never a
  problem however this statement is in serious doubt due to the serious
  amounts of silicone caulking in use in the basement. Customer is also
  claiming that there is water damage on a table but we have photo
  evidence that the damage was preexisting due to the dark coloring of the
  wood from dirt building up.
  
  After multiple communications back and forth with the customer the owner
  scheduled an appointment (6/27/24) to appraise the situation. Upon
  arrival the customer was not there and we were unable to reach them by
  phone. After regaining contact with them they told us we were late and
  the window we gave them was 8-9 however our first window is between 9-10
  making this claim implausible. Communication with the customer has
  devolved with the customer being unhappy with any outcome other than an
  insurance claim. At no time have we stopped taking their phone calls or
  responding to their emails. We assume this is their assumption due to
  our answering service receiving their calls during high call volume. Our
  second to last communication with them was by phone in which they
  informed us that "if you do not file an insurance claim I will be
  reporting you to the BBB" on 7/30/24 at 2:19PM with another call on 8/1/24.
  
  At NO TIME was an insurance claim promised to the customer. They were
  informed that if there was serious damage from the water we would file
  an insurance claim. They were requested to present pictures of the
  damage and they have failed to due so other than one photo that does not
  include the supposed damage.
  
  If more pictures are requested please let us know and we will be happy
  to provide them.
  
  Thank you for your prompt attention to this matter,
  WellWorks LLC

  Customer Answer

  Date: 08/20/2024

  I appreciate the business's efforts to continue communcation, however they're statements are wholly inaccurate. I left messages with ******** on 7/30 and 8/1 and ******** apoligized and said "I have given *** your messages but can't force him to call you back." Well Works have never returned either of those calls.

  The service call was scheduled between 8 and 9 and confirmed with ********. When the person didn't show, ******** said he was running late and didn't have reception.

  The technicians who vacuumed up the water from the error they had made were the ones who mentioned the insurance claim. If there is no damage, then the adjuster will note that.  I was not the one who brought up the insurance claim- the company's workers did. 

  I requested a refund for the installation cost, which was done incorrectly and sloppily, according to another well technician. I would like to be reimbursed for the installation cost only (not the equipment).

  In short, I am unable to receive a call back from the company after leaving several messages. I would like a partial refund for the installation cost. We can drop the insurance claim- even though there is water damage from the flood. 

  Regards,

  ********

   

   

  

  Business Response

  Date: 09/24/2024

  To Whom it May Concern,
  
  Let me state by saying this was not an installation error on our part. It was an unfortunate incident, which we did not have any control of. What we did have control over was cleaning up the water and fixing the ** light, which was done as soon as we received the phone call.
  
  We do our best to reply to all calls in a timely manor. Regarding the statement that Mrs. ***** said about ***. I find that hard to believe it was said, that would be a completely inaccurate statement regarding the ************************* is willing to refund the ***** for the 2 hours labor it cost for the installation. The amount would be for $330.00.
  
  Thank you
  ****