Allstar Water Systems Inc

As our previous response states, the valve was not sold by Allstar Water Systems on 11/25/or the technician would have written it on the work order and charged the customer for the part All we did at the service on 11/25/is replace the filters, clean, sanitize, and re-pressurize the tank, and install equipment supplied by the customer, which was purchased from another company As such, the valve could only have come with the new equipment purchased by the customer or from the original install If the valve came from the other company (which they state it did not), then they would be responsible for the defective part If the valve was from the original install, it was long out of warranty, as all parts carry a year warranty Either way, the manufacturer would be responsible for faulty parts, not the service company
Annual maintenance includes replacing the filters, cleaning, sanitizing, and re-pressurizing the tank Our technicians do not perform any maintenance on leak detectors unless specifically requested and paid for by the customer The reason being that leak detectors are designed in such a manner that they audibly beep and flash a light when there is a problem Our technician states that the leak detector was not visible when he performed the service 11/25/ When we returned on 12/11/2013, the technician found the leak detector without batteries and off of the floor of the cabinet We have no control over what a customer does with their leak detector
Oftentimes, technicians will review their paperwork prior to turning it in to make sure they fully expressed the situation and to look for missing words or double check parts and pricing The technician added "she saying" as an additional note to the office prior to turning in the work order There was no insinuation that there were no damages or that he did not observe damages At no time have we ever taken the stance that there are no damages at the customer's home We have always made it our position in this case that the damages that occurred were not caused by us or our technician but a faulty valve
We truly sympathize with the customer for the damages at her home, but we cannot accept responsibility for damages we did not cause

To Whom It May Concern,
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We stand by our decision that the damages that occurred at our customer's
residence were not due to any work that was performed by our technician on
11/25/ As noted in the attachment customer's name 1, our technician
replaced the filters and installed the equipment supplied by the customer
We provided no parts for the installation of the instant hot water
dispenser If we had, the technician would have marked it on the work
order and charged the customer for the part; which he did not We are
aware that the customer states that www.freshwatersystems.com confirmed to her
that the part which caused the leak was not included in the kit for the instant
hot water system or the faucet IF the part was not included with the kit
and our technician did not sell her the part, the only other explanation would
be that the technician used the existing union from the customer's previous
faucet (which the customer owned)We also stand by our statement that the
customer had a leak detector that was disabled and in the back of the cabinet,
unable to detect the leak and alert the customer as soon as the leak occurred
The system was installed with a leak detector with batteries; somewhere
between the system's install in July and November 2013, someone removed
the batteries, disabling the leak detector The leak detector is an owned
piece of equipment, which does not need regular service Our technicians
do not touch leak detectors unless specifically requested by our customers
In a gesture of goodwill toward a long-standing excellent customer, we
did not charge for a service call when we returned to her home on 12/11/2013,
nor did we charge her for the union that was leaking
We hope the information
above and paperwork attached helps you better understand our side of this
claim
Best Regards,
[redacted]

We have been pleased with the service we receive from Allstar Water Systems. They are very courteous and bend over backwards to work with our time schedule. The service personnel have taken time to explain the system to us and answer any questions we might have regarding how their product operates.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Allstar's response is misleading and dishonest.  A stated in my complaint, the 3/8" x 1/4" union/fitting/valve, which caused the leak, could ONLY have been supplied and installed by Allstar.  Allstar does not deny that it installed the Water System originally in July 2007.  Allstar does not deny that it performed Annual Maintenance on the Water System each and every year since that time.  The valve was either installed on November 25, 2013, at the original installation, or at one of the Annual Maintenance appointments.  Regardless of when, it was supplied and installed by Allstar, and Allstar is refusing to take responsibility for the faulty valve.  Attached please find the Installation Guidelines for the faucet, which specifically direct the installer to: "Connect [1/4" diameter blue cold water inlet tubing] to any cold water supply line with the use of a saddle valve (not supplied)..." Attached please also find the April 7, 2014 e-mail from Customer Support from Freshwatersystems.com for Order No. 461638 confirming that the valve was not included. Therefore, the valve that caused the leak and damages to our kitchen could only have been supplied and installed by Allstar. <br />
<br />
Regarding the leak detector, first, Allstar offered, and we paid Allstar, to perform Annual Maintenance, which included insuring that the entire Water System was working properly, including the leak detector.  Allstar actually used the words "Annual Maintenance" in the annual letters it send us to remind us to make an appointment.  Contrary to Allstar's claim that the Allstar technician does "not touch leak detectors", the leak detector was in fact placed on top of the filters that were changed by the technician, so he had to have touched it during the Annual Maintenance appointment.  Even if the leak detector had been working properly, the water leaking from the defective valve was a slow drip that leaked down the tubing onto the drywall at the back of the cabinet, and then down the drywall underneath the cabinet.  Very little water reached the floor of the cabinet, and the water that did was in the opposite corner of the cabinet from where the leak detector collection mechanism could be placed.  The leak detector would not have detected the leak, and the resulting damages to the cabinet, drywall, and flooring would still have occurred nonetheless. <br />
<br />
Furthermore, not only is Allstar irresponsible and incompetent, but they are dishonest. The 12-11-13 Invoice attached to Allstar's response to my complaint has been altered since the time that I signed it on that date.  Toward the bottom of the Instruction/Description section where the technician discusses the buckling of the floor and mold in the back of the sink, Allstar added the words, "she saying," attempting to insinuate that I was just saying there were damages, that there were no damages, or that the technician did not observe the damages.  The original 12-11-13 Invoice is attached and does not include that later-inserted language. <br />
<br />
Allstar refuses to take responsibility for the damages that resulted from their work.  We are no longer a customer of Allstar and would not recommend them to anyone.<br />
Regards,
[redacted]

I have never been so shocked disappointed and disgusted with any business.There is no and I mean NONE, zero ,zip customer service I spent over $4,000 to have Kinetco's water softer and water purifying system put in. This company has the exclusive right to sell Kinetico,which may or may not be a good product. You will not receive any follow up calls or help if you have problems. The sales rep for my area an older man who repeats over and over how the system runs great in other locations or how much more the system costs in another town. Those are his reposes to your issues. If you call for any kind of help you will wait weeks and weeks and then you will have to call to follow up. Allstar's Plumber punched a huge hole in the outside wall and then suggested to my contractor that he should patch it up. I told [redacted] (Allstars sales rep here in Palm Springs) that it was the plumbers job to repair the cracks and hole in the wall. I got the biggest, sloppiest job I have even seen in home repair. I ordered a water purifier and in addition I had a mineral cartridge added. They waited two weeks between time they installed the unit and actually turned it on. Allstar's plumber who lives two blocks from my house was too busy to come back and finish the job in a timely manner After two weeks of pure white chalky water and begging the sales rep to come out to the house it was agreed they would send their expert . [redacted] arrived in another two weeks and today it has been exactly fifteen days since he has been here. When I called Brandy in" service" she apologized and said she thought it was all taken care of At this point no matter what the out come is I would highly recommend you find another product or dealer If you like follow up and customer service you will not find that at Allstar Water Systems I I will be following up with the Revdex.com and Angie's list to warn others You may or may not have a good product but you are sure to have a company that cares nothing about your needs and service after the sales You can find similar reviews on YELP to mine as well

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business has failed to provide any resolution proposal. The faulty valve was provided by Allstar either at the original installation, during annual maintenance, or during the installation of the dual lever faucet. They fail to take responsibility for the faulty valve that they provided, and in fact, the technician took the defective valve with him when he replaced it. Thus, disposing of the evidence. They have caused thousands of dollars in damage to my kitchen and have refused to take any action.
Regards,
[redacted]

Prior to responding to the customer's complaint, we would like to provide some background information on this account.
We installed a cabinet model water softener and reverse osmosis system at her request in the customer's home on 10/1/2009.  At the time of purchase, there was a...

5 year warranty on the water softener itself and a 1 year warranty on installation labor and parts.  The warranty on the customer's water softener expired 10/1/2014.  Until the service call on 5/14/2015, there has been no issue with the actual water softener.  The following is a list of all services performed at the customer's home from 10/1/2009 to present:
10/1/2009 - Installation of water softener and reverse osmosis system - $2385.20 (both systems)
2/25/2010 - Customer called and said she had spots on her dishes.  We sent a technician out who determined the water softener was functioning as it should and that the customer was using too much soap.  Advised customer to use less soap. - no charge
4/24/2013 - Customer called for filter change on reverse osmosis system.  We sent a technician who replaced the filters - charged labor + parts
12/5/2013 - Customer called with a leak from her water softener.  We sent a technician who determined the stainless steel braided flex line had loosened on the left side.  He placed Teflon tape on both sides - non-warranty call,   charged labor
1/15/2014 - Customer called with leak again from water softener.  We sent a technician who determined that the leak was coming from the bypass.  Believes it was jostled during service call on 12/5/2013 - no charge
12/14/2014 - Customer called with a leak from bypass on water softener.  Repaired leak - non-warranty call, charged labor
5/14/2015 - Customer called stating that water softener overflowed and to request filter change on reverse osmosis system.  Technician found that the resin tank inside of the water softener had cracked.  Advised would need to replace tank.  Water softener's warranty expired 10/1/2014, advised would need to charge for tank.  Customer told the technician they did not want to repair the water softener, wanted Allstar to remove equipment and take it away.  Technician replaced the filters on reverse osmosis system.  Charged labor and parts for filter change only.
The customer is stating in her complaint that she has had nothing but problems with the water softener since it was installed; however, there were no actual issues with the water softener itself until the most recent visit 5/14/2015.  The bypass and flex line are auxiliary features and are not an actual part of the water softener.  The customer is also stating that she has had to pay for service each time we have been out, but of the 5 times we have been called out with problems on the water softener, we have actually only billed her twice because the customer expressed her frustration to us and we were trying to make her happy.
Following the service call 5/14/2015, the customer called and said she wanted the system removed.  She was advised that the system was out of warranty, but that Allstar would try to come up with a solution to make her happy.  After reviewing the account, as an act of goodwill, Allstar offered to replace the resin tank in the water softener free of charge and set an appointment for Friday, 5/29/2015.  On Thursday, 5/28/2015, the customer called the office to find out what time the technician would be at her home.  She was advised that her appointment was scheduled between 12-2pm on 5/29/2015.  This was repeated to the customer a couple of times.  The technician arrived at the customer's home at 1:00pm on 5/29/2015.  The technician received no answer at the door.  He attempted to contact the customer via telephone, received no answer there either.  After waiting 15 minutes, the technician went on with his day.  
On 6/1/2015, the customer called livid because were were not at her appointment on 5/30/2015.  She was advised that the appointment was on 5/29/2015 as had been confirmed when she called 5/28/2015.  [redacted] was not available when the customer called repeatedly throughout the morning.  When the customer called and found that [redacted] was not available around 2pm on 6/1/2015, she requested to speak with [redacted].  [redacted] spoke with the customer and advised her that we were sorry she missed her appointment, but that we had followed through on our end with our promise to replace the resin tank, even though it was out of warranty, but she was not home.  He offered her the next available appointment in her area.  Unfortunately, the customer's schedule did not permit her the next available appointment, so she was offered an appointment on the next day that she was available, 7/9/2015.
We believe that we have gone above and beyond to try and make this customer whole, including offering to replace an item that is not under warranty free of charge.  If the customer is adamant that her equipment be removed, we are happy to do so, but we do not believe a refund of any amount is warranted.

As we have advised the customer previously, we were saddened to lose a long-standing customer due to issues we believe we tried in earnest to correct. In response...

to the assertion that [redacted] "conveniently forgot" the customer's annual service, each rental customer's invoice (in this customer's case, 4 times per year), there is a note stating which month service is due and to call the office to schedule an appointment that is convenient for the customer.   We agreed that it was unacceptable that the technician was not able to make it to the customer's appointment at the scheduled time and offered the customer a free month of service, but subsequently issued a three month credit for the inconvenience.  This credit was issued on 01/15/2016.  As the customer had a [redacted] credit card on file for auto-pay and had already been billed and charged for services for January-March 2016 on 01/05/2016, she had a zero balance. We erroneously charged the customer’s card on 02/05/2016, which we immediately discovered and credited on the same day. On 3/26/2016, an invoice was generated for rental charges for April-June 2016.  The customer's [redacted] credit card was charged $93.96 on 5/5/2016 to pay for this invoice and the customer was in a credit status of $93.96 as a result of this payment. In June, the customer called to advise that the [redacted] credit card was charged, but that she no longer wanted to use that card for auto-pay. She then provided a [redacted] to use for the auto-payment of her rental charges. At this time, the customer advised that she had not received the quarterly credit promised.  She was advised that we would research and if the credit was still due, it would be applied.  A credit was issued to the [redacted] credit card in the amount of $93.96 on 06/24/2016 at 2:23am.  As we saw the charge to her card reversed on 02/05/2016, we mistakenly believed the credit had already been applied for the three-month credit, we believed no further credits were due to the customer, so the [redacted] provided was charged on 06/29/2016 to pay for the services for April-June 2016, resulting in what we believed to be a zero balance on the account. The customer further confused things by sending an email on 06/21/2016 at 3:00pm to [redacted] where the wording was vague and misconstrued to advise that the MC should be charged for April-July and a credit applied to the [redacted] card. The customer filed a complaint with her [redacted] card issuer advising we were not authorized to charge the $93.96 on 5/5/2016. Although we had already issued a credit on 6/24/2016, they reversed the charges as well. After receiving our response to their dispute, the customer’s [redacted] card issuer saw the customer received a double credit and returned $93.96 to us.  Next, the customer filed a complaint with her [redacted] issuer advising that we were not authorized to charge the [redacted] in the amount of $93.96 on 6/29/2016. The customer’s [redacted] issuer issued a credit to the customer.  After receiving our response as to why we charged the card, [redacted] also returned $93.96.  It appears that between all the credits and debits, there has been an extra charge to her [redacted] and we have issued a refund to that card accordingly. We were unable to communicate this to the customer as due to her abusive and demeaning email correspondence, we have chosen to cease all communication with her.

Revdex.com:
I respectfully reject the offer of Arbitration for complaint ID [redacted]. After reviewing the Rules of Arbitration, our damages exceed the $3,500 limit. We will therefore pursue recovery of our damages through other means. Thank you for your time.
Regards,
[redacted]

I have never been so shocked disappointed and disgusted with any business.There is no and I mean NONE, zero ,zip customer service I spent over $4,000 to have Kinetco's water softer and water purifying system put in. This company has the exclusive right to sell Kinetico,which may or may not be a good product. You will not receive any follow up calls or help if you have problems. The sales rep for my area an older man who repeats over and over how the system runs great in other locations or how much more the system costs in another town. Those are his reposes to your issues. If you call for any kind of help you will wait weeks and weeks and then you will have to call to follow up. Allstar's Plumber punched a huge hole in the outside wall and then suggested to my contractor that he should patch it up. I told [redacted] (Allstars sales rep here in Palm Springs) that it was the plumbers job to repair the cracks and hole in the wall. I got the biggest, sloppiest job I have even seen in home repair. I ordered a water purifier and in addition I had a mineral cartridge added. They waited two weeks between time they installed the unit and actually turned it on. Allstar's plumber who lives two blocks from my house was too busy to come back and finish the job in a timely manner After two weeks of pure white chalky water and begging the sales rep to come out to the house it was agreed they would send their expert . [redacted] arrived in another two weeks and today it has been exactly fifteen days since he has been here. When I called Brandy in" service" she apologized and said she thought it was all taken care of At this point no matter what the out come is I would highly recommend you find another product or dealer If you like follow up and customer service you will not find that at Allstar Water Systems I I will be following up with the Revdex.com and Angie's list to warn others You may or may not have a good product but you are sure to have a company that cares nothing about your needs and service after the sales You can find similar reviews on YELP to mine as well

Review: I purchased a water system in Oct. 2009 and since I have owned this system I have had nothing but problems, and I am charged each time they come out. This last time there seem to be a communicaation problem as to when I can get service to correct the problem. I spoke with Mrs. [redacted], and Mr. [redacted] and now they want to try and send someone out on or about the 17th of the month of June now that's a problem because I will be out of town until July 8 2015. Mr. [redacted] explained that they were booked and he made an appt. for July 9 2015 , it's been at least 3 weeks already since the problem has occurred and I have no soft water. The tank inside of the softner has cracked and leaked water all over the garage. I am not sure how ot turn it off by the bypass. Never the less this product has caused me nothing but problems. A water softer should last at least ten years without all the hassle. The way they spoke to me was not right Mrs. [redacted] would not even return my calls she left for lunch between 2:00, 2:30 P.M. without even calling me back. I called all morning long only for the recptionist to tell me she busyDesired Settlement: Please just pick up this product that does not work, please I am begging. I can no longer stay up worring if a the tank bust what will happen, or if the tank will leak and cause mold in my home? if they can't refund all of the money at least give half back please.

Business

Response:

Prior to responding to the customer's complaint, we would like to provide some background information on this account.

Review: Our problem relates to the water filtration system (the "Water System") installed and maintained by Allstar Water Systems, Inc. ("Allstar") at our home, and the resulting damage that it has caused.

The Water System was installed by Allstar in or around early 2007 at the time the home was built by Pardee Homes. The Water System has been maintained by Allstar each and every year since 2007. Each year, we receive a letter and/or phone call notifying us that our Water System is due for "annual maintenance." Annual maintenance included, but was not limited to, changing the filters, sanitizing and flushing the tank, recharging the system, and ensuring that the Water System was working properly (the "Annual Maintenance"). Often times, the Allstar technician, at the conclusion of the Annual Maintenance, would ask that we drain the tank in its entirety prior to using the water from the Water System.

In or around October 2013, I received a call from [redacted] from Allstar who inquired as to when an Allstar technician could perform the Annual Maintenance on the Water System. At that time, I inquired to [redacted] as to whether Allstar could install an instant hot water tank and dual lever faucet during the same appointment that Allstar would perform the Annual Maintenance on the existing Water System. [redacted] stated that Allstar would charge an exorbitant amount of approximately $900 if Allstar were to provide an instant hot water tank and dual lever faucet. She said that a much more cost-effective option would be for us to purchase a Quick&Hot instant hot water tank and dual lever faucet online, and that the Allstar technician could install them in approximately 15 minutes with labor at a rate of $99 per hour.

I researched both the dual lever faucets and Quick&Hot instant hot water tanks, and found only one dual lever faucet that was compatible with the Water System installed in our home by Allstar -- the Tomlinson 600 CBRHC Series Contemporary Hot and Cold Faucet (the "Tomlinson Faucet"). I then called [redacted] a few days after our initial phone conversation to confirm that the Tomlinson Faucet from Freshwatersystems.com was compatible with the Water System, and that Allstar could install the Tomlinson Faucet and Quick&Hot instant hot water tank. During that call, [redacted] confirmed that both the Tomlinson Faucet and Quick&Hot instant hot water tank were compatible, confirmed that Allstar could install them, and even admitted that the Tomlinson Faucet was the same faucet for which Allstar would have charged $650, and for which I could purchase online for $159.95. I told [redacted] that I would order the Tomlinson Faucet and Insta-Hot System, and call back to make the appointment once they were received.

Once the Tomlinson Faucet and Quick&Hot instant hot water tank were received, an appointment was scheduled for November 25, 2013 for an Allstar technician to perform said Annual Maintenance, as well as, to install a pre-purchased Quick&Hot instant hot water tank and Tomlinson dual lever faucet with the existing Water System (collectively, the "Insta-Hot System").

On November 25, 2013, an Allstar technician with the first name, Tom, visited our home to perform the Annual Maintenance on the Water System and to install the Insta-Hot System. Prior to beginning work, he examined the Insta-Hot System, including the tank and faucet, to ensure its compatibility with the Water System. He then removed all items from the cabinet under the sink and placed them on the countertop. He finished both the Annual Maintenance and the installation of the Insta-Hot System in approximately 1 hour. At the conclusion of the appointment, I inquired as to whether we were required to drain the tank prior to using the water, as we had done in previous years. He insisted that when he performs the Annual Maintenance (as opposed to other Allstar technicians), no further action is necessary and the Water System can be used immediately. Based upon his assurances, we began using the Water System, including the new Insta-Hot System.

During the evening of December 10, 2013, I opened the cabinet under the sink to retrieve dishwashing detergent and noticed a moldy smell. Upon further examination, I noticed green mold on the back drywall of the cabinet, dampness on the drywall, and dampness on the base of the cabinet. I also noticed a slow leak coming from the valve connecting the tubing from the Water System to the faucet. It is important to note that it was the valve connected to the cold water, and not the newly-installed Insta-Hot System.

The leaking water was traveling down the tubing and onto the drywall at the back of the cabinet. It soaked the drywall, causing mold to grow on the drywall. It was also apparent that the leaking water was traveling down the drywall and underneath the cabinet to the wood flooring, causing the wood flooring (surrounding the island in which the sink cabinet is located) to buckle. I immediately shut off the Water System.

I called Allstar as soon as they opened on Wednesday, December 11, 2013. I was told that an Allstar technician would come to my home between 10:00 a.m. and 12:00 p.m. At approximately 11:25 a.m., an Allstar technician, whom I believe was named [redacted], visited my home to ascertain the source of the leak. He found that the leak occurred due to a defective valve supplied and installed by Allstar. He indicated that he replaced the valve and that the Water System should now work properly. He indicated that the Water System's leak detector was not activated because the batteries were not connected. He also indicated that the leak detector collection mechanism had been placed on top of the filtration system instead of on the floor of the cabinet where it could have possibly detected the leak.

The Allstar technician noted and photographed the resulting mold at the rear of the cabinet, as well as the buckled wood flooring. He told us to contact Allstar regarding these damages. I contacted Allstar on Monday, December 16, 2013, and was told to leave a message with the Service Manager, whom I believe is named [redacted], regarding the damages. I did so, and did not receive a call back. On Thursday, December 19, 2013, I called Allstar again since I had not received a response and spoke to B[redacted], who I believe to be the Office Manager. She assured me that she would investigate the issue and return my call on Friday morning, December 20.

On Friday, December 20, 2013, Ms. [redacted] left me a message indicating that Allstar was refusing responsibility for the damages caused by the defective valve on the basis that the Water System's leak detector's batteries were removed in my home, and that I would make a claim with my homeowner's insurance. I immediately called her back, but was told she was unavailable and to leave a message. I did so, but again, did not receive a call back. I called her again on Friday, December 27. Ms. [redacted] indicated that she had sent me an e-mail on Friday, December 20. I did not receive an e-mail until Saturday, December 28, in which she reiterated the voicemail message of December 20.

In response, we sent Allstar a letter dated January 6, 2014 requesting immediate action, and outlined the issues, as follows: The Water System leaked from on or about November 25 until December 10, 2013. We were unaware of the existence of a leak detector on the Water System. Therefore, we did not remove the batteries for said leak detector. Allstar has performed Annual Maintenance on the Water System every year since Allstar's installation of the Water System in 2007. Each year, an Allstar technician has completed the Annual Maintenance and ensured that the Water System was working properly, including on November 25, 2013. Not once did an Allstar technician so much as mention a leak detector, the leak detector batteries, nor the leak detector collection mechanism. "Maintenance," by definition, requires that Allstar ensure the appropriate operation of the Water System during each Annual Maintenance visit. Since the leak detector is part of the Water System, the Annual Maintenance must include some examination and assurance that the leak detector is also operating appropriately. The batteries could have easily been removed by an Allstar technician during Annual Maintenance. Notwithstanding the fact that the Allstar technician apparently did not examine the leak detector during the Annual Maintenance performed on November 25, 2013, the leak would not have been detected by the leak detector and the resulting damages would have occurred regardless of the leak detector. On December 11, 2013, the Allstar technician that identified and remedied the leak due to the defective valve noted that the leak detector water collection mechanism was located on top of the filtration system, rather than on the floor of the cabinet. Therefore, it would not have detected the leak unless somehow water filled the cabinet, or somehow splashed up, to approximately 14 inches where the collection mechanism was located. Only then could the leak detector possibly have detected the leak. Additionally, no person in my home could possibly have moved the leak detector collection mechanism, nor removed the batteries in the leak detector, between November 25 and December 11 because no one moved any items under the sink, except to remove the dishwashing detergent from under the sink. It therefore stands to reason that the November 25 Allstar technician moved the collection mechanism to the top of the filtration system in order to perform the Annual Maintenance or install the Insta-Hot System, including the tank and faucet. Furthermore, even if the Water System leak detector had been working properly, the water leaking from the defective valve was a slow drip that leaked down the tubing onto the drywall at the back of the cabinet, and then down the drywall underneath the cabinet. Very little water reached the floor of the cabinet, and the water that did was in the opposite corner of the cabinet from where the leak detector collection mechanism could be placed. The leak detector would not have detected the leak for a long period of time, and the resulting damages to the cabinet, drywall, and flooring would still have occurred nonetheless.

In response to my letter of January 6, Allstar sent a restoration company representative, [redacted], to my house on approximately January 17. [redacted] indicated that the water damage and mold caused by the leak would require the cleaning, repair and painting of the drywall, perhaps the repair of the cabinet, and the removal and replacement of the wood flooring surrounding the island in the kitchen. I discussed with [redacted] that our wood flooring was manufactured by [redacted]. After the damaged flooring is replaced, [redacted] would need to come in and oil the kitchen floor ("refurbish") so that the old flooring and new flooring match. At [redacted]'s request, I asked [redacted] to inspect our kitchen floor and give me an estimate. They came on January 27th and conducted their inspection. The cost for [redacted] to remove the damaged flooring, install the new flooring, including the extra flooring and the refurbishment of the kitchen, would amount to $4,192.70. It is important to note that this estimate is for the damaged flooring alone, and does not include the damage to the cabinet and removal of the mold.

I sent [redacted]'s estimate to [redacted] on February 26th, and received no response. I then sent it to Ms. [redacted] on March 12th at her request. I received no response. I sent a follow-up email on March 28th and received no response. I then called the office on April 1st. I received a call from a man named [redacted], who I believe is the owner. It became apparent very quickly that Mr. [redacted] was not aware of all of the facts regarding the leak in question, and he immediately disclaimed all liability on the part of Allstar. He admitted that he was unaware of all of the facts and said he would call me back. When he did, it was still obvious that he was not aware of all of the facts, and I asked that he read my previous letter.

I received a response email on April 7 from Ms. [redacted], indicating that Allstar was again disclaiming liability. However, Allstar was now basing their claim on the fact that the Allstar technician noted that the leak occurred "at the 3/8” x ¼” JG union at the faucet, which was provided by [the customer] and noted such on the work order. This indicates that the union to the faucet was defective and [the customer's] recourse should be from the manufacturer of the faucet."

However, neither the Tomlinson Faucet, nor the Quick&Hot instant hot water tank, were equipped with the "3/8" x 1/4" JG union" referenced in Ms. [redacted]'s e-mail and the work order for the repair, which is confirmed by the specifications and installation manual for the product. Furthermore, I confirmed with Freshwatersystems.com (from which I purchased the Tomlinson Faucet and Quick&Hot hot water tank) that the "3/8 x 1/4 quick connect fitting wasn't included as a kitted part" with either item, and I received an April 7, 2014 e-mail from [redacted] from Customer Support for Order No. [redacted] confirming the same.

As such, the 3/8" x 1/4" union/fitting/valve, which caused the leak, could ONLY have been supplied and installed by Allstar on November 25, 2013. For the reasons stated in my letter of January 6, 2014, Allstar is solely responsible for the leak in the Water System and resulting damage to our kitchen.Desired Settlement: We would like the damages to our kitchen repaired, including clean-up of the mold, repair of the cabinet and drywall, and repair/replacement of the flooring.

Business

Response:

To Whom It May Concern,

We stand by our decision that the damages that occurred at our customer's

residence were not due to any work that was performed by our technician on

11/25/2013. As noted in the attachment customer's name 1, our technician

replaced the filters and installed the equipment supplied by the customer.

We provided no parts for the installation of the instant hot water

dispenser. If we had, the technician would have marked it on the work

order and charged the customer for the part; which he did not. We are

aware that the customer states that www.freshwatersystems.com confirmed to her

that the part which caused the leak was not included in the kit for the instant

hot water system or the faucet. IF the part was not included with the kit

and our technician did not sell her the part, the only other explanation would

be that the technician used the existing union from the customer's previous

faucet (which the customer owned). We also stand by our statement that the

customer had a leak detector that was disabled and in the back of the cabinet,

unable to detect the leak and alert the customer as soon as the leak occurred.

The system was installed with a leak detector with batteries; somewhere

between the system's install in July 2007 and November 2013, someone removed

the batteries, disabling the leak detector. The leak detector is an owned

piece of equipment, which does not need regular service. Our technicians

do not touch leak detectors unless specifically requested by our customers.

In a gesture of goodwill toward a long-standing excellent customer, we

did not charge for a service call when we returned to her home on 12/11/2013,

nor did we charge her for the union that was leaking.

We hope the information

above and paperwork attached helps you better understand our side of this

claim.

Best Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Allstar's response is misleading and dishonest. A stated in my complaint, the 3/8" x 1/4" union/fitting/valve, which caused the leak, could ONLY have been supplied and installed by Allstar. Allstar does not deny that it installed the Water System originally in July 2007. Allstar does not deny that it performed Annual Maintenance on the Water System each and every year since that time. The valve was either installed on November 25, 2013, at the original installation, or at one of the Annual Maintenance appointments. Regardless of when, it was supplied and installed by Allstar, and Allstar is refusing to take responsibility for the faulty valve. Attached please find the Installation Guidelines for the faucet, which specifically direct the installer to: "Connect [1/4" diameter blue cold water inlet tubing] to any cold water supply line with the use of a saddle valve (not supplied)..." Attached please also find the April 7, 2014 e-mail from Customer Support from Freshwatersystems.com for Order No. 461638 confirming that the valve was not included. Therefore, the valve that caused the leak and damages to our kitchen could only have been supplied and installed by Allstar. <br />

<br />

Regarding the leak detector, first, Allstar offered, and we paid Allstar, to perform Annual Maintenance, which included insuring that the entire Water System was working properly, including the leak detector. Allstar actually used the words "Annual Maintenance" in the annual letters it send us to remind us to make an appointment. Contrary to Allstar's claim that the Allstar technician does "not touch leak detectors", the leak detector was in fact placed on top of the filters that were changed by the technician, so he had to have touched it during the Annual Maintenance appointment. Even if the leak detector had been working properly, the water leaking from the defective valve was a slow drip that leaked down the tubing onto the drywall at the back of the cabinet, and then down the drywall underneath the cabinet. Very little water reached the floor of the cabinet, and the water that did was in the opposite corner of the cabinet from where the leak detector collection mechanism could be placed. The leak detector would not have detected the leak, and the resulting damages to the cabinet, drywall, and flooring would still have occurred nonetheless. <br />

<br />

Furthermore, not only is Allstar irresponsible and incompetent, but they are dishonest. The 12-11-13 Invoice attached to Allstar's response to my complaint has been altered since the time that I signed it on that date. Toward the bottom of the Instruction/Description section where the technician discusses the buckling of the floor and mold in the back of the sink, Allstar added the words, "she saying," attempting to insinuate that I was just saying there were damages, that there were no damages, or that the technician did not observe the damages. The original 12-11-13 Invoice is attached and does not include that later-inserted language. <br />

<br />

Allstar refuses to take responsibility for the damages that resulted from their work. We are no longer a customer of Allstar and would not recommend them to anyone.<br />

Regards,

Business

Response:

As our previous response states, the valve was not sold by Allstar Water Systems on 11/25/2013 or the technician would have written it on the work order and charged the customer for the part. All we did at the service on 11/25/2013 is replace the filters, clean, sanitize, and re-pressurize the tank, and install equipment supplied by the customer, which was purchased from another company. As such, the valve could only have come with the new equipment purchased by the customer or from the original install. If the valve came from the other company (which they state it did not), then they would be responsible for the defective part. If the valve was from the original install, it was long out of warranty, as all parts carry a 1 year warranty. Either way, the manufacturer would be responsible for faulty parts, not the service company.

We have been pleased with the service we receive from Allstar Water Systems. They are very courteous and bend over backwards to work with our time schedule. The service personnel have taken time to explain the system to us and answer any questions we might have regarding how their product operates.