Arolo Pump & Well

One recent August morning, I discovered low water pressure at the barn and a dreaded "F code" on the control panel of my solar-powered well, which was DOA. With 30 head of livestock to water, "OOW" (out of water) in high summer is no joke. Arolo Pump and Well was the third service I called, and the first who could deliver a service call within 24 hours.

A team of 2 led by the very capable Dan arrived on schedule and did a step by step diagnosis that led to the complete disassembly of my well and pump, with over 400 feet of pipe pulled up and out of the ground. This was very educational for a new ranch owner, and they were great about answering all questions and volunteering information. Happily, they found what appeared to them to be the cause of the failure and were able to fix the system on the spot without needing to replace any major, expensive components(!) They reassembled everything in rapid, expert fashion; the well has worked reliably in the weeks since and better than it did before.

I did not receive a bill on the spot and was a bit nervous after seeing some of the reviews here. However, I was billed by mail timely and the amount was very reasonable for the work and expertise required, given what I have seen other well services charge. I'll definitely call Arolo again.

Never trust this plumber, he is very dishonest with an inflated price, please review hisi items on the bill.

BE AWARE...
they came to our property to give us a diagnosis of our issue. What they NEVER MENTIONED they would START charging the HOURLY RATE from the time they left the previous job site (BS).

NIETTHER did they mention they would charge fuel. And for a pair of black latext gloves misc. Charge $20..

This company are thiefs. I DO NOT RECOMMEND THEM. We had chosen a local company to not only support them but to use someone from our own town well big mistake. Someone had already mentioned to me they were not honest. I should of listened. Later talked to several people I got the same feedback.

Unfortunately this company was great when they were just Arolo but they have joined with Forester. I to have fallen prey to the scam the others mentioned. Forester installed an 8K booster pump in 2015 which leaked soon after which they charged for fixing then leaked again after that so I called Arolo who fixed it. Now in 2021 it sprung a new leak which is fine but when I called them they said they would have someone out to take a look and give me a quote if the cost.
The man, Dan, who came said they were booked out 6 weeks, he couldn't fix it today, and it was going to "be very expensive". He gave me no quote and left after 2 minutes looking at the pump. This all was followed by a $261 bill. A plumber fixed it for me for a minimal price and I will never do business with this company again.
Very disappointed in their misrepresentation of their availability and the cost of getting a quote. Obviously if I had known they were booked out I would not have waited three days for someone to come out only to tell us that our significant leak could not be fixed for a long time. This pump is what provides all the water to our house. Seems like they just wanted the fee to come out and look and didn't even bother looking since they knew they were booked.

So very impressed with these guys! Our sump pump that handles all rain water drainage from the house suddenly went out last night, just as today's outpour began. After business hours last last night I left a message and bingo, they were on the phone with me at 7:30 this morning. They sent an excellent tech (Ian W) this afternoon who diagnosed that the old pump needed to be replaced. He removed the old pump, installed the new one, cleaned out the pump well, and was out of here in not more than a half hour. Ian was knowledgeable, and courteous. Highly recommended. -Tom Nolan, San Rafael

Worker sat in his truck for close to an hour and then argued that I should be charged for that time. The owner was down right condescending about it.

Interestingly enough, a day after I gave my credit card information to the workman, fraudulent charges started showing up on my credit card account. Can't prove it was the workman but another reason to not use this company......

I can't speak to the quality of the billing practices or office manner which so many others have commented on, because I'm not the one footing the bill for their visit today. I'm the plumber on a project in Sonoma county and Arolo was called out to troubleshoot a well which was not working. The technician, who's name escapes me, arrived when they said he would, was friendly, funny, and efficient and even gave me an impromptu lesson on well pumps.

Super disappointed in their customer service. BEWARE of what you will be charged for! I first contacted this company in an emergency state since we had no water, the man I spoke to explained that it would be time and a half if they were out there after 4pm or we could make an appointment first thing in the morning at regular rate ($115/hr). I appreciated the honesty and we opted to purchase a new pump and install it ourselves that day in hopes that we would have water sooner than later. The new pump still did not fix the problem so my BF called the next day, explained the situation and they sent someone right up.

The service man was great and knowledgeable and explained that the electrical wiring was done wrong and that is also the reason why our previous pump had burned out. He fixed the wiring and a couple other issues that came up. He gave us a handwritten invoice at the regular $115 rate for the 4 1/2 hours he was there and included travel time, no problem.

Flash forward to today, we get a call saying that our invoice is being sent out at DOUBLE TIME due to the fact that they are working on "other people's equipment" and that they don't make money servicing pumps bought at Home Depot! Ummmm WHAT??!! After reviewing the handwritten invoice, my BF calls back and is greeted by an employee who says something along the lines of "oh yea, we heard about YOU already". This employee even had the audacity to say that he understands that we have the legal right to only pay the original invoice amount but if we do that then they will NEVER come out to our property again. Seriously, what kind of way is that to treat a new customer that is trying to clear up an obvious oversight on the multiple employees ends that we had spoken to over the course of this?

I can't believe that a company would try to turn an already stressful situation into a bait and switch to get a little extra cash in their pocket. If the policy is to always charge double time for "working on someone else's equipment" then they would never get new customers. Furthermore, don't make customers feel like they are in the wrong when we chose to give YOU our valuable business and hard earned money. Unbelievable!

They responded within one hour of my phone call and had me fixed up within 30 minutes. Jason was experienced, polite and gave me an excellent customer experience. It is no fun to wake up to no running water so the fact that they came right out, Diagnosed the situation, and got the system fixed before I even went to work was just fantastic.

I have been having Arolo servicing my well since the 1990's. Can't say more than excellent. For years the service techs very polite and knowledge. You tell them have no water there out to get you back going. They will always be the only one I call.