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Phelps Water Company complaints

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180 Mayo Road PO Box 117
Edgewater, MD 21037 | Get Directions

(410) 346-5561

http://www.phelpswater.com

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Total Amount in Dispute:
$351.00

Total Amount Settled:
$0.00

Complaint Experience

50%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

However, the company failed to respond to one complaint.

Complaint Closing Statistics

2 complaints against Phelps Water Company closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
1	Unanswered

2 complaints against Phelps Water Company

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10/17/2023

RESPONSE: Complaint was not answered Amount in Dispute: $1.00 Amount Settled: $0.00

Customer Complaint

9/21/2023

UPDATE: I purchased an AmTrol water pressure tank from Phelps Water Company in Edgewater on 11/4/21, less than 2 years ago. The bladder is leaking and filling up the tank. I was told by the incredibly rude girl there that they PRORATE THE WARRANTEE. Phelps said they are simply following the manufacturers warrantee and it's ONLY covered fully for the first year! After that you have to pay a prorated fee, starting at $350 after the first year for my tank (35 of the cost) after one year and it increases by $100 for every year that passes!! She said the money goes straight to the manufacture but I spoke to Jana today of AmTrol warrantee department and they said that is flat out wrong, my unit is covered for 7 years, period. They never get a cent, that's not their warrantee. She was very concerned. THIS IS NOT THE MANUFACTURERS WARRANTEE! AmTrol is replacing my unit for FREE, and of course I'm using a different company to install. just had Midatlantic out to replace the pressure tank (NO PRORATED WARRANTEE like Phelps were going to charge me) and it turns out THERE IS NOTHING WRONG WITH THE TANK!!! It was a little low on air, that's it! Phelps would have gotten $350 for me to replace a perfectly good tank!!! That's criminal. Resolution Sought Make this right. They need to be investigated for theft!

9/18/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $350.00 Amount Settled: $0.00

Customer Complaint

8/29/2023

I have a pressure water system that was installed on 11/4/21. It just failed, the batter broke and it started filling with water. Phelps said I would have to pay a PRORATED cost of $350 because it was 2 years old. Actually it's not. Every year that passed they charge another $100. I have just confirmed with the manufacturer, Antron, that my unit called under their 7 year warrantee and THERE IS NO PRORATED COST! The unit is free, only need to pay installation. They are charging a prorate to pocket and then return the unit on their own and have $350 in their pockets, minus installation. How does the cost of labor raise $100 every year for the same unit? They were rude and kept repeating that it the manufacturers warrantee, then hung up on me. I was with them for 5 years, now it's under different management and I'm wondering how much money I've lost to them. The installer told me this same units bladder broke and the customer had no choice but to pay. They caught it too late and they had no choice. Luckily we caught it before it ruined our well pump! Beware of the new Phelps. Many neighbors have had problems as well. How much money are they skimming off the top? Resolution Sought I would like it to admit the theft and return it to the customers they have scammed.

Company Response

9/6/2023

Company states; The tank has a 7 year prorated warranty. 1 full year after the first year there are charges to replace a new tank is $1365 installed. She cursed us out on the phone, as we politely had to go over the warranty. The company is not under different management. She was hung up on fter three times after trying to put a stop to her screaming & cussing, She never scheduled replacement or paid the $350, so there's nothing to return.

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