Beck Construction

We are sorry that the customer is dissatisfied with the Service we provided for him in his Eternal Tankless Water Heater We were NOT the company that sold or installed the heater for this customerUnfortunately the Manufacturer for this product went out of business which voided the warranty Our company is the only plumbing contractor that in the Greater Phoenix Area that will attempt to service an Eternal Tankless because of the unavailability of parts and no technical support We made several attempts to service the customers tankless and did in fact get him back up and running We discounted our fees and made service calls at no charge on a couple of occasions The replacement parts that were suppose to be sent by [redacted] NEVER arrived and would have been sent directly to the homeowner We needed to use parts that we had in inventory and that we paid for This is why the customer was not reimbursed We could not reimburse for parts that we had already paid for If the Eternal company told him that they were sent, they lied to him which in the final days was standard operating procedure for that company Thousands of customers were treated the same way Just Google the company and you will see hundreds of similar stories Also, if you look at our reviews, you will see that we go out of our way to try and help Eternal customers throughout the country at no charge at all As to the agreement of splitting the cost of the part, we have no recollection of that conversation The defunct company [redacted] closed their doors without leaving any options for their customers and we have been trying to help them when we can with free tech support and salvaged parts from replaced units at no cost other then shipping This customer received a new part out of our inventory and paid only for that part We discounted the service calls and made some service calls at no charge Splitting the cost of the new part is unreasonable

After reading the response from Mr. C[redacted] for Exclusively Tankless, we have found several points of disagreement.  The gentleman who responded is not the person we dealt with.  We did send a letter to him at the business address, in another effort to resolve this.  He was listed as president for the company.  However, the letter was returned "person unknown" so we question how much he is actually involved with the business. (copy of envelope of returned letter to be faxed)  His second-hand account is not what we remember from our dozen plus contacts via e-mail, letters, and many conversations.Yes, we did get a discounted service call the first call.  The discounted rate was $100, about the same or more than normal service calls.  The second call was no charge, as it was less than a week since first call and same part was defective again, plus another part.  When the first mixing board went out, it was noted how lucky we were because that was the last one he had.  When the second one went out, days later, he miraculously had another.  And, oh yes, he had never left any of our old parts, as is customary.  So there is some question here about where the second mixing board came from.  And the warranty was still in effect at this time and for another two plus months but evidently proper procedure was not followed for second part installation.  The replacement parts were to go back to business - not us.  What would we do with these parts?  This was an uninformed, uninvolved commentThe e-mail correspondence will be faxed, stating "Sorry for oversight.  I will check with bookkeeper and have her get on it".  This sounded to us as if a check would be sent. We have made every effort to resolve this fairly and given him every opportunity to keep his word.  This can remain on the Revdex.com records as unresolved, if that is the choice Exclusively Tankless wants.

Customer Service has always been an important part of our Mission Statement.  You need go no farther then to read the reviews by our customers from around the country that have taken the time to write them on our behalf. Reviews about our integrity and excellent work ethic.  The issue here is that there are individuals that find ways to exploit good companies for their own financial benefit.  Once this behavior starts, those good companies become targets to others that think nothing of harming a good company's reputation for their own self gain.  Exclusively Tankless has always made our customer’s needs our first priority.    Exclusively Tankless did NOT sell or install this unit.  It was NEVER our responsibility to service it.  But when almost all plumbers refused to work on Eternal Tankless because of the lack of support by the manufacturer who ultimately went out of business, Exclusively Tankless helped this customer restore their hot water and saved them thousands of dollars by avoiding the need for a replacement unit. Complainant states that even the discount service fee that the charge was high.  The lowest fee Arizona licensed plumbers charge is $95 with a $25 trip charge and some of the major companies charge over $200 per hour.  If this customer would like to be refunded the service fee because he was unsatisfied with the quality of service, we will gladly refund the $100.The parts that were installed at our cost on the customer's water heater enabled the heater to produce hot water to the customer's satisfaction at the time.  He has kept the parts that he paid for. There has never been any documentation from the customer indicating that any replacement parts were ever sent by manufacturer because there were not. To demand a refund on those parts while still using them and then threatening to damage our creditability by filing a complaint with a Consumer Agency is nothing short of extortion. (See Arizona revised Statute, 13-1804.6

We are sorry that the customer is dissatisfied with the Service we provided for him in his Eternal Tankless Water Heater.  We were NOT the company that sold or installed the heater for this customer. Unfortunately the Manufacturer for this product went out of business which voided the...

warranty.  Our company is the only plumbing contractor that in the Greater Phoenix Area that will attempt to service an Eternal Tankless because of the unavailability of parts and no technical support.  We made several attempts to service the customers tankless and did in fact get him back up and running.  We discounted our fees and made service calls at no charge on a couple of occasions.  The replacement parts that were suppose to be sent by [redacted] NEVER arrived and would have been sent directly to the homeowner.  We needed to use parts that we had in inventory and that we paid for.  This is why the customer was not reimbursed.  We could not reimburse for parts that we had already paid for.  If the Eternal company told him that they were sent, they lied to him which in the final days was standard operating procedure for that company.  Thousands of customers were treated the same way.  Just Google the company and you will see hundreds of similar stories.  Also, if you look at our reviews, you will see that we go out of our way to try and help Eternal customers throughout the country at no charge at all.  As to the agreement of splitting the cost of the part, we have no recollection of that conversation.   The defunct company [redacted] closed their doors without leaving any options for their customers and we have been trying to help them when we can with free tech support and salvaged parts from replaced units at no cost other then shipping.  This customer received a new part out of our inventory and paid only for that part.  We discounted the service calls and made some service calls at no charge.  Splitting the cost of the new part is unreasonable.