The Pump Man - Kappus Well Pump & Water System Services

"Hi Jamie, We?re glad to hear your water service was ultimately restored, and we sincerely wish you the best going forward. That said, we?d like to clarify a few key points for the record. When our technicians arrived Monday morning, it was clear that your well pump was stuck ? potentially in a collapsed section of the well. Our standard pulling equipment, which has safely removed pumps from wells up to 700 feet deep, was unable to free it. At that point, the only viable solution we could offer involved the use of a specialized pump hoist truck, which allows us to safely monitor the load placed on the pipe and avoid the risk of breakage. Due to the proximity of overhead power lines, and the layout of your driveway, garden, and retaining walls, the setup presented too much risk and liability to proceed without potential property damage. We also want to be clear that using an excavator is not a method we would ever recommend. It significantly increases the chance of well pipe breakage, which could have led to a much more complicated and costly recovery. Had that happened, we would have been held fully responsible ? even though the method itself would have caused the issue. Regarding pricing: You informed us that the well was estimated to be around 500 feet, but that depth was not confirmed. We also know that other wells in your immediate area have been drilled to depths of 800 feet or more, so our technician gave you a verbal estimate, off the top of his head, based on that possibility. This was not a written quote, and we make it a point to give verbal estimates on the high side to avoid surprising customers if deeper system components are required. As for the crane option: we explained that any crane operator would need to speak with us directly, due to potential road-blocking concerns and permitting issues. That call never came. Regarding communication ? we did not refuse to call you back. A day and a half later, we received a call from your household that was aggressive and accusatory, which only reinforced our decision to disengage from the project. For reasons not appropriate to discuss in a public forum, we decided it was best not to continue working with you. Our team?s priority is to serve customers in a professional, respectful, and safe environment ? and that expectation goes both ways. We understand that people often turn to social media to share their experiences. Our only hope is that others reading this also consider our long-standing reputation, the safety-based decisions we make on every job, and the fact that sometimes walking away is the most professional thing a contractor can do ? even when it?s difficult. If there?s a takeaway here, it?s this: Homeowners choose contractors based on experience, safety, and reputation. Likewise, contractors reserve the right to decline a job when it presents more risk than reward ? especially when both environmental and interpersonal conditions make it likely that any outcome could be used against them later. We?ve proudly served this community for over 45 years, and we stand by our team?s assessment, professionalism, and the decision to walk away when the situation no longer made sense for either party. ? The Pump Man Team Kappus Well Pump & Water System Services"

"We appreciate your feedback, but we must address the serious accusations made in your review. When you contacted us at approximately 11 am Monday April 22nd, we promptly dispatched two of our NYC DEC certified well pump service technicians to your residence in North Salem within approximately 2 hours, fully equipped with all necessary materials and tools to resolve your water supply problem that same day.Throughout the process, we maintained open communication with you, providing updates on when our technicians would be heading to your residence and offering an approximate ETA. After testing and before any work commenced, our technicians thoroughly reviewed the pricing with you, ensuring full transparency and approval from your end. You had an opportunity to deny our services at that time and we would have not charged for the diagnostics and emergence dispatch like our competitors do. The final price you were charged came in approximately $500 less than the original quote provided by our mechanic, and you signed off on the receipt at the time of payment without hesitation. We operate with integrity , offering competitive pricing for our services. We do not hide any costs; rather, we follow a comprehensive approach where labor and material costs are combined into a single price for simplicity. This is common practice in the service industry ( automotive , plumbing , general contractors, Etc. ) for over the past 20 years. We price our jobs as a set price for that particular horsepower pump that is needed, this factors in labor and material cost for the removal and installation of the new well pump, and additional cost for pipe and wire per. foot as needed. We do this so all our customers receive relatively consistent pricing depending on the scope of the job. Regarding your perception of our pricing, we assure you that we offer fair and competitive rates for our services when compared to any of our professionally run NYC DEC certified competitors. Don't compare us to your handyman that has to rent a pump puller to install a pump that you purchased on Ebay or amazon. As a fourth-generation family-owned business owner with over 35 years of experience in the industry, we take immense pride in our reputation for professionalism, reliability, and integrity. The two technicians who arrived at your home have been employed by us for over 8 years and have replaced thousands of well pumps and water systems, receiving constant compliments from customers for their professionalism, hence our great reviews. We are deeply disappointed to hear that you feel our reviews are fake. We value the feedback of all our customers, whether positive or negative, as it helps us continuously improve our services. Rest assured, the reviews on our platform are from genuine customers who have experienced our service firsthand. It's always our goal to provide exceptional service and exceed our customers' expectations, and acknowledge any questions or concerns that customers may have before we leave any jobsite, ?. like yourself."

"Hi Mary Ellen, Thank you for the great feedback ? we truly appreciate it! ? The Pump Man Team"

"Hi Peter, We?re glad we could get your water back up and running quickly. Thanks for taking the time to share your experience! ? The Pump Man Team"

"Hi Anthony, We really appreciate your kind words ? thank you for trusting us with your well system! ? The Pump Man Team"

"Hi Tom, Thank you for the 5-star rating ? we appreciate your support! ? The Pump Man Team"

"Hi Gregory, Glad we could get everything taken care of for you. Thanks for the review! ? The Pump Man Team"

"Hi Chris, We appreciate your detailed feedback and are glad we could respond quickly and get the job done right. Thanks again for choosing us! ? The Pump Man Team"

"Hi Scott, Thank you for the great review and recommendation ? we appreciate it! ? The Pump Man Team"

"Hi Edgar, Thank you for your kind words ? we?re glad you had a great experience with our team! ? The Pump Man Team"

"Hi Yolanda, Thank you for the review ? we?re glad we could get everything taken care of for you! ? The Pump Man Team"

"Hi Charles, We appreciate your feedback and are glad you were happy with the service. Thank you! ? The Pump Man Team"