Look, let's talk about what this review is and what it isn't. This is the last "reputable" company in town that will drill/redrill a domestic well (or even call you back). I imagine that this is not a high-margin business, that it is difficult work, and requires a big up front investment and a hefty payroll.
That said, here's how it goes:
1. you call and there is a lengthy delay before they send someone out, even if you no longer have access to water
2. they come out, make a brief inspection, and then tell you that the solution is to redrill to a depth of 150' and to first file a complex permitting process with the city or county and NM Office of the State Engineer -- once you have accomplished this, they will charge you $2,000 for the service itself
3. for coming out to look/estimating the job, they then present you with a bill for $100 -- this must be paid before work can continue
4. for the next 2-4 weeks, you are in steady contact with NMOSE and your city or county natural resources office...if you manage to put together the Byzantine documentation they need, you eventually get permitted
5. you set up an appointment Rogers & Co. several weeks out (you are still without water)
6. on the day of said appointment, they ghost you...they don't call to reschedule or to apologize for being tardy...they ghost you
7. you call their office 3 times, talking to everyone from the secretary, to the dispatcher to the GM...no one knows what's really going on...they present various delays and reschedules and meet NONE of the newly negotiated times.
Make your peace with this. You are still going to hire these guys. It's like being in a strange city and needing a pharmacy. You don't get to choose NOT to go into the sketchy looking CVS. You get the medicine you need and you put up with the rest of it.
Still, basic customer service is lacking here. It is clear that between their monopoly on this business and the complex permitting process, they have you over a barrel. And they don't mind reminding you of that. read more
