Putnam's work was satisfactory, but scheduling was difficult and took a long time. They also left a mess in my yard and refused to offer any assistance cleaning it up.
Almost a year later, while the system was still supposed to be under their stated warranty, I had an issue with the over-pressurization valve opening, so I called to ask the front office if someone would be able to stop by and take a look under warranty. I made it clear on the phone I did not want to pay a service charge, and they told me "no problem." Hunter, the tech, arrived shortly thereafter, looked at the pump for about 30 seconds and told me the filter was in the wrong location. He spent less than 5 minutes on our property and never mentioned any fees or billing for this visit.
A week later- to my surprise- I received an invoice from Putnam for $140. When I called to inquire about the charge, Bailey in the office told me that since the issue was "user error" that they had to charge me for the service call. When I tried to explain that I explicitly stated to the person I spoke with a week ago that I only wanted service that was covered under the warranty and was never advised of any potential charges or billing- even though I specifically asked about it- she became very abrasive, stating they still need to charge for the service call. I was not 'okay' with paying $140 for a 30 second diagnosis with no actual work performed when my system was still under 'warranty.' When I responded that I never approved of or was even made aware of the potential for a service charge- and that "I can't pay for a charge that I wasn't advised and didn't approve of" she became very rude on the phone and said, "how about this? Just don't call us anymore. If you have any issues with your well, call somebody else." I was shocked by this response, as I've never had an actual business respond like this over any disagreement.
Furthermore- the next day, Hunter reached out to me to supposedly "resolve the issue." In reality, wanted to harass me because he didn't like my review on Google. I tried to explain to him that when I called his office for help, I explicitly stated that I was looking for a diagnosis of the malfunctioning pump UNDER WARRANTY and that I did not wish to pay a service charge since the system is still new and was supposed to be under their stated warranty, and that the office told me this was "no problem." During this visit, Hunter did not perform any work or even get his hands dirty. He never mentioned- either before, during, or after this 'service'- that I would be charged or that there was any potential to be billed for this visit. After the fact, he asserted that I owed him $140, and that if I did not pay him, he would place a lien on my property.
I do not appreciate threats or the harassment on the phone. I also do not appreciate being charged a fee without my approval or being billed without consent to the aforementioned fees. After spending thousands of dollars on a well system, I would expect certain level of customer service and support when issues arise, but Putnam clearly does not understand this. I have never experienced this level of disrespect from any other business I've ever dealt with, and I would strongly recommend you look elsewhere if you need a well. I will be contacting the Better Business Bureau about their business practices. I thought her response was very disrespectful, and I cannot recommend this company as a result of the issues we have experienced. In my opinion, the installers and techs do good work and provide a nice product, but the front office is very difficult to deal with. I would recommend finding a company who appreciates and respects their customers. read more
