2 Customer Reviews
Review from Randi C
1 star04/01/2024
Ive been having water issues in my yard after they dug around my well. They put all the dirt under my sidewalk and not around the well where it was. My sidewalk sticks up and now my gate cant close. They came out and said it was nothing they did. I asked for a manager or owner and I never spoke to one. They apparently only have 1 person who does the work. They wanted to charge me for another service call. My husband who is not a plumber or a well ‘expert’ figured out what the problem was. I hope you never have a problem with them because it will go no further
Matthews Well & Pump Response
04/12/2024
*November 30, 2023: We came out to investigate the dirty discolored water coming out of the taps. Our tech found obvious evidence of surface water entering the well and recommended a complete well seal to address the issue. The written recommendation did mention that we need suitable soil conditions to perform the work with a high likelihood of success. The homeowner agreed to the repairs but wanted them done ASAP. We then experienced record setting rainfall in December and wet conditions that did not improve the site conditions.*December 2023: I (*************************) stopped by to check on site conditions in December and the entire property was low ground and saturated with water. I discussed the conditions with ************* and said we would continue to monitor the situation. (No charge for this visit)*February 27, 2024: We attempted the repairs, but as we excavated at the surface and pumped the water level in the well down, we discovered problems that would make us doubt we could perform a successful well seal. We stopped work and discussed the situation with Mr. and ************* and they decided not to move forward with the proposed work but called a deep well driller while we were still onsite, planning to have a new well installed. We returned the site to its original condition as best we could, and the customer paid for the work performed.*March 24, 2024: Our tech came back with dirt to fill in a low spot the customer was concerned about. We had replaced all the original soil so this was just a courtesy on our part. (No charge for this visit)*Since then the office has fielded a number of calls from the customer complaining about her situation and the fact that we were not able to correct it.**No one is more disappointed than those of us at MWP who strive to correct problems to the best of our ability. In this case, we did not feel it was in the customer's best interest to spend time and money on the existing well. We also feel it is our responsibility to explain to the customer why we have come to this conclusion and in this case, we have been unable to do so.We wish the ***** all the best, but we also feel we acted in a professional manner with their best interests in mind and we do not deserve the low rating given.Sincerely, *************************Review from Joe S.
5 stars05/01/2022
Wow! I've been totally blown away by the customer service from Matthews Well & Pump. I started out the previous week, with troubling water pressure changes in my crawlspace pump. I had called another company, scheduled a service, (which was confirmed by email), took the day off from work, but no one showed up or even called to say they weren't coming. A week later, they still haven't called to apologize or admit their mistake. I searched on the Internet, and luckily found Matthews, which had incredible reviews. I contacted them online and was pleased to get a phone call later that morning from the most professional and friendly Office Manager, Kelly. She helped make sure all of my information was correct and scheduled Kent to come out in two days. Kent arrived this morning, and quickly diagnosed our issues, and installed two new pumps to replace my failing one. Kent was polite, professional, and took care of the installation and clean up. We couldn't have been more pleased with his performance from start to finish. Thank you so much Matthews Well & Pump!! You'll be the first company I call for any future needs.
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