American Faucet & Coatings Corp

Re: Complaint ID [redacted] Dear Ms [redacted] ,Our records indicate that the customer complaint referenced above concerns a kitchen faucet originally purchased through a dealer in Georgia in November The purchase of this faucet includes a pair of Angle Stop Ball Valves with Filter The filter provides defense against debris in the plumbing lines that inevitable occurs over time.On or about August of 2014, we were contacted about a warranty issue relating to the inability of the diverter in the kitchen faucet to divert water from the spout to the hand spray During the conversation the owner stated that he had not installed the Angle Stop Valves with Filter Our solution at that time was (through the original dealer) to send a brand new faucet, again including the Stop Valves with Filter Our Customer Service person explained the purpose and necessity of the Stop Valves with Filter and strongly advised they be installed along with the new faucet When the original faucet was returned to us by the dealer for assessment, it was determined that the internal diverter was full of debris from the plumbing lines Just recently we were again contacted by the same customer with the same complaint of water not diverting to the hand spray In the conversation, the customer stated that, again, he had not installed the Stop Valves with Filter We declined to provide another brand new faucet, but offered to clean or repair the spout and return it to him The customer would not accept this as an equitable solution, due to his inconvenience.I have contacted the dealer, who has offered to provide a loaner faucet, and we will reach out to the gentleman one more time

Re: Complaint ID [redacted] Dear Ms. [redacted],Our records indicate that the customer complaint referenced above concerns a kitchen faucet originally purchased through a dealer in Georgia in November 2012.  The purchase of this faucet includes a pair of Angle Stop Ball Valves with Filter....

 The filter provides defense against debris in the plumbing lines that inevitable occurs over time.On or about August of 2014, we were contacted about a warranty issue relating to the inability of the diverter in the kitchen faucet to divert water from the spout to the hand spray.  During the conversation the owner stated that he had not installed the Angle Stop Valves with Filter.  Our solution at that time was (through the original dealer) to send a brand new faucet, again including the Stop Valves with Filter.  Our Customer Service person explained the purpose and necessity of the Stop Valves with Filter and strongly advised they be installed along with the new faucet.  When the original faucet was returned to us by the dealer for assessment, it was determined that the internal diverter was full of debris from the plumbing lines.  Just recently we were again contacted by the same customer with the same complaint of water not diverting to the hand spray.  In the conversation, the customer stated that, again, he had not installed the Stop Valves with Filter.  We declined to provide another brand new faucet, but offered to clean or repair the spout and return it to him.  The customer would not accept this as an equitable solution, due to his inconvenience.I have contacted the dealer, who has offered to provide a loaner faucet, and we will reach out to the gentleman one more time.