EAST BAY PUMP & EQUIPMENT CO

The person was very prompt in coming out to look at the leak, and said they would get back to us with a quote. That was three weeks ago. We have left repeated messages and emails, and they have not yet had the courtesy to get back to us with a quote. We are in the process of selling our home and need this quote in order to ensure we can either give credit to the buyer or get the pump fixed. Each time we call, the receptionist says that a) they will email the quote that day or b) the General Manager is out to lunch, out on a service call, or on a conference call and will call back. There have been 5 phone calls and one email. It feels as though they are intentionally avoiding us. We are going to try one more time, but thought this was poor enough customer service to warrant a warning to others who are looking for well and pump services.

The first time we called, it was during a storm and they were understandably swamped. We didn't get any real communication, but someone did come out that night and get the pump working again. I was very clear in asking if there was anything that should be addressed—the check valve had jammed up—and didn't get any advice. To be clear, this was an opportunity to recommend significant additional work. Because they didn't fix the root problem, in the next storm, the pump immediately stopped working again. We called back and emailed several times and didn't get any sort of response at all. I ended up tearing the whole thing out and redoing it myself—it's worked perfectly since.

My daughter handled everything and said they were great and really explained everything clearly to her.

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Extraordinarily responsive. On time or called if there were to be delays. They gave polite, thorough explanations. Can't judge whether the pricing is fair as I have no prior experience with pressure booster pumps.

They replaced pump and then found that the tank that stored water was leaking and they replaced that too. They came promptly, worked efficiently and addressed problems that came up with alacrity and in a friendly manner. I would have preferred never to have the problem, but they handled it well.