Initial Business Response /* (1000, 16, 2015/07/30) */
Here is the misplaced response that corresponded with Ms. Martins product that has been out of warranty for 7 years.
Please find the following:
Harker Plumbing will respond to the letter from Ms [redacted] in factual status as per...
letter:
1- Ms [redacted] did in fact purchase an R O system from Harker Plumbing in 2008- The manufacture's warranty is one year from date of installation , this product is 7 years out of warranty ,all products sold by Harker Plumbing are warranted by manufacturer's warranty as the work order/ invoice states.
2-Ms [redacted] may have made several attempts for " assistance or direction " in changing the filters , but never wanted to schedule a service call and pay for a service man to change the filters. This is not covered under warranty and the R O unit is out of warranty 7 years. And actually we did speak to Ms. [redacted] at one point and realized she wanted to do it herself to save money which is understood , but she should have called tech support , which is in the manual , if she wished to proceed on her own. Harker Plumbing is a service based company that charges for it's services.
3-As stated prior , Harker Plumbing did in fact install an R O unit for Ms. [redacted] , in 2008 .
4- Ms [redacted] as stated , has the installation and service guide books , and invoice.
5- Ms. [redacted] is correct, there are no model numbers on anything , all information is in the installation manual and guide books. Which she has.
6-Ms. [redacted] has 5 filters that may need replace.
7- Ms. [redacted] may have called for assistance or direction , but that is a tech line issue from the manuals. Harker Plumbing is a service based company that schedules service calls for repairs , of products out of warranty.
8- Ms [redacted] removed filters and took them to Lee Supply for assistance , on her own , and has in the past, we believe purchased filters directly from Lee Supply . Ms. [redacted] has not purchased any products for the R O system from Harker Plumbing ( that our records indicate )since original installation 7 years ago.
9-Ms [redacted] contacted another plumber to assist with "all" the hoses and shut offs.
10- Ms [redacted] apparently replaced 4 out of the 5 filters ,on her own or with the assistance of another plumber , but she on her own purchased the wrong filter. Never have any filters been purchased from [redacted] Plumbing. When a home owner chooses too purchase , replace , and reinstall items on there own , [redacted] Plumbing is not ,can not, and will not be responsible for their actions.
11- We note that Ms [redacted] has filed a complaint on a product , that is out of warranty 7 years. The warranty ended in 2009 by the manufacturer.
12-Harker Plumbing sell many products , all are sold with a manufacture's warranty , after the warranty period is complete, all service calls are on a time and material basis. Which means that Ms. [redacted] would have needed to schedule a service appointment , and pay for our services . Which as the letter never states , Ms [redacted] never asked for a paid service call.
Ms [redacted] , we believe from her complaint , wanted technical support , which Harker Plumbing is not a technical support company. Harker Plumbing gladly accepts scheduled service calls , for hire , after the warranty period has ceased on any product sold.
And Ms [redacted] , as the letter states , has the service manuals and installation guides. Tech support and the information of the product, should be able to be found , if she did not want to pay for a service call.
Initial Consumer Rebuttal /* (3000, 23, 2015/08/31) */
Date: Sun, 16 Aug 2015 16:08:29 -0500
1-I know the systems out of warranty, that's not my issue.
2-I called Harker Plumbing to schedule a service call, SEVERAL times over a period of possibly 2-3 years. Never received a call back. Left, SEVERAL messages. At one point Mr. [redacted] did answer and told me he would come out that next Sunday, he'd be in touch, again nothing. I never wanted to do the work myself, I never spoke of saving money. It's a nightmare under the sink, plumber is needed, so I always expected to pay for a service call.
3-The Installation and Service Guide manual, that I have, is ONLY that. NOWHERE does it tell you any model#s, or part#s. There is no website or tech line number to contact, as Mr. [redacted] stated, for purchasing replacements when needed. I can provide a copy of this.
4-I had a plumber remove the filters, when a line blew. I did not take them out myself. I then took the filters to [redacted] I was forced to do this, due to Harker Plumbing not answering a SERVICE call to make an APPOINTMENT, which would be a PAID service call.
5-I have never replaced any of the RO system filters on this unit. Mr. [redacted] may be referring to a previous unit in my previous home, which was not as complex as my current unit. I recall one filter in the purifier in my previously owned home .
6-I never stated I wanted tecnical support, I never asked for it. I wanted the plumber that put my system in, to replace the filters, with a service call and fee.
7-If Harker Plumbing doesn't answer or return calls, how are you supposed to schedule a "paid" service call?
8-I don't understand Harker Plumbing stating that I didn't want to pay for service. That's strictly an assumption on their part.
Final Business Response /* (4030, 28, 2015/09/16) */
Revdex.com spoke to the business owner, Mr. [redacted], today. Mr. [redacted] explained that he is not willing to service this customer due to extenuating circumstances.
Initial Business Response /* (1000, 16, 2015/07/30) */
Here is the misplaced response that corresponded with Ms. Martins product that has been out of warranty for 7 years.
Please find the following:
Harker Plumbing will respond to the letter from Ms [redacted] in factual status as per...
letter:
1- Ms [redacted] did in fact purchase an R O system from Harker Plumbing in 2008- The manufacture's warranty is one year from date of installation , this product is 7 years out of warranty ,all products sold by Harker Plumbing are warranted by manufacturer's warranty as the work order/ invoice states.
2-Ms [redacted] may have made several attempts for " assistance or direction " in changing the filters , but never wanted to schedule a service call and pay for a service man to change the filters. This is not covered under warranty and the R O unit is out of warranty 7 years. And actually we did speak to Ms. [redacted] at one point and realized she wanted to do it herself to save money which is understood , but she should have called tech support , which is in the manual , if she wished to proceed on her own. Harker Plumbing is a service based company that charges for it's services.
3-As stated prior , Harker Plumbing did in fact install an R O unit for Ms. [redacted] , in 2008 .
4- Ms [redacted] as stated , has the installation and service guide books , and invoice.
5- Ms. [redacted] is correct, there are no model numbers on anything , all information is in the installation manual and guide books. Which she has.
6-Ms. [redacted] has 5 filters that may need replace.
7- Ms. [redacted] may have called for assistance or direction , but that is a tech line issue from the manuals. Harker Plumbing is a service based company that schedules service calls for repairs , of products out of warranty.
8- Ms [redacted] removed filters and took them to Lee Supply for assistance , on her own , and has in the past, we believe purchased filters directly from Lee Supply . Ms. [redacted] has not purchased any products for the R O system from Harker Plumbing ( that our records indicate )since original installation 7 years ago.
9-Ms [redacted] contacted another plumber to assist with "all" the hoses and shut offs.
10- Ms [redacted] apparently replaced 4 out of the 5 filters ,on her own or with the assistance of another plumber , but she on her own purchased the wrong filter. Never have any filters been purchased from [redacted] Plumbing. When a home owner chooses too purchase , replace , and reinstall items on there own , [redacted] Plumbing is not ,can not, and will not be responsible for their actions.
11- We note that Ms [redacted] has filed a complaint on a product , that is out of warranty 7 years. The warranty ended in 2009 by the manufacturer.
12-Harker Plumbing sell many products , all are sold with a manufacture's warranty , after the warranty period is complete, all service calls are on a time and material basis. Which means that Ms. [redacted] would have needed to schedule a service appointment , and pay for our services . Which as the letter never states , Ms [redacted] never asked for a paid service call.
Ms [redacted] , we believe from her complaint , wanted technical support , which Harker Plumbing is not a technical support company. Harker Plumbing gladly accepts scheduled service calls , for hire , after the warranty period has ceased on any product sold.
And Ms [redacted] , as the letter states , has the service manuals and installation guides. Tech support and the information of the product, should be able to be found , if she did not want to pay for a service call.
Initial Consumer Rebuttal /* (3000, 23, 2015/08/31) */
Date: Sun, 16 Aug 2015 16:08:29 -0500
1-I know the systems out of warranty, that's not my issue.
2-I called Harker Plumbing to schedule a service call, SEVERAL times over a period of possibly 2-3 years. Never received a call back. Left, SEVERAL messages. At one point Mr. [redacted] did answer and told me he would come out that next Sunday, he'd be in touch, again nothing. I never wanted to do the work myself, I never spoke of saving money. It's a nightmare under the sink, plumber is needed, so I always expected to pay for a service call.
3-The Installation and Service Guide manual, that I have, is ONLY that. NOWHERE does it tell you any model#s, or part#s. There is no website or tech line number to contact, as Mr. [redacted] stated, for purchasing replacements when needed. I can provide a copy of this.
4-I had a plumber remove the filters, when a line blew. I did not take them out myself. I then took the filters to [redacted] I was forced to do this, due to Harker Plumbing not answering a SERVICE call to make an APPOINTMENT, which would be a PAID service call.
5-I have never replaced any of the RO system filters on this unit. Mr. [redacted] may be referring to a previous unit in my previous home, which was not as complex as my current unit. I recall one filter in the purifier in my previously owned home .
6-I never stated I wanted tecnical support, I never asked for it. I wanted the plumber that put my system in, to replace the filters, with a service call and fee.
7-If Harker Plumbing doesn't answer or return calls, how are you supposed to schedule a "paid" service call?
8-I don't understand Harker Plumbing stating that I didn't want to pay for service. That's strictly an assumption on their part.
Final Business Response /* (4030, 28, 2015/09/16) */
Revdex.com spoke to the business owner, Mr. [redacted], today. Mr. [redacted] explained that he is not willing to service this customer due to extenuating circumstances.