Vern Dale's Water Center

Thank you for the letter dated 1/17/2014 expressing a customer
concern regarding service received and our equipment...

warranty. Vern Dale's
Water Center values our customers and places a high priority on good customer
service. I regret to hear this customer's experience was less than positive,
and appreciate the opportunity to address the issues presented. Our company
intends to rectify the situation to the best of our ability.
Regarding the issue of the Trip Charge; The
unit we installed is working properly. This particular problem was due to an
electrical malfunction at the customer's home, triggering the GFI outlet to
turn off. Upon careful review of the Limited Warranty statement given to each
customer, it clearly states that the warranty "...shall not include plumbing
or electrical installation". While we waived the service charge, the
customer was charged a nominal Trip Charge due to the fact our equipment was
functioning properly and the issue at hand was a direct cause of said customers
electrical system. Our warranties only cover our equipment. Existing drains,
plumbing, and electrical outlets not installed by us, are not covered under our
warranty. Furthermore, the customer has not paid the Trip Charge and we are not
actively pursing payment on this past due amount. We regret the
miscommunication related to the Trip Charge, and are making the necessary steps
to ensure our customers have a concise understanding of this policy.
We also regret the unpleasant experience with our office staff.
Anything less than excellent customer service is not acceptable and I will
address this issue accordingly.
Thank you again for bringing these issues to my attention,
allowing an opportunity to improve our performance, and continue to offer
superior customer service.
Regards,
Vern Dale's Water Center