Chump pump

COMPLAINT: Karen Wilson, Enfield, Conn.

"I hired Connecticut Basement Technologies to install a backup battery for my sump pump. They told me I should go ahead and replace the sump pump and add an alarm. When they installed the system, they were unable to install the backup pump and the alarm.

"A week later, the sump pump wasn't working at all. When I called they said it would be $190 for them to come out and fix it, even though they just installed it a week earlier. My husband was able to fix it, but the next week it didn't work again and still doesn't.

"The invoice I received included the alarm and backup pump, but they never installed either. Right now, I'm left with a broken sump pump and an invoice for extra charges I didn't receive. I've contacted them on multiple occasions and received no calls back."

DESIRED RESOLUTION: "I want a full refund and the equipment removed from my home."

RESPONSE: Alisa Kiefer, office manager, Connecticut Basement Technologies

"The member seems to have some buyer's remorse about our product. I say that because the new pump is clearly working properly, as we have gone over it with her on three occasions over the phone.

"Looks not withstanding, the Bell & Gossett pump is a high quality pump. Having said that, I want the member to be happy with our services and our product. Therefore, I'm willing to install a square-sealed liner in place of her existing line.

"We'll also install the Zoeller pump as the main pump and install our Bell & Gossett pump as a backup. Finally, we'll connect either pump to the Power Patrol battery backup system."

STATUS: Resolved