Big Blue Plumbing

I’ll address the last of your points first. You have a failed pump that is not under Big Blue warranty. We do offer extended warranties, but you did not purchase this option. The pump is under factory warranty. We provided you with the paperwork and gave our supplier permission to support you in the warranty process. This allows you to purchase a replacement pump at cost, and avoid installation costs. We did this to assist you.

I was a factory representative for mechanical equipment for several dozen suppliers for nearly 10 years, so I can tell you without a doubt that requiring a client to purchase a replacement item, and then wait upon a reimbursement from the party offering the warranty is very much a standard practice. If it were an item under a Big Blue warranty, we would replace it immediately at no expense to you. Since this isn’t the case, I’m very unclear why you want us to pay for your pump.

7/16: Hired Big Blue to install replacement water system booster pump. Failed to notice 220 voltage in home, pump 110 voltage - Big Blue had to send an electrician to resolve discrepancy between voltages. We also discovered that the pump could not be isolated form the main water supply. There was no valve on the water intake side of the pump. This should have been a red flag that the company has incompetent employees.

I don’t know the specifics of your installation in 2016, but we do understand the difference in voltages. If we were trying to take care of your immediate needs, it is likely that we would have found a solution from what local suppliers had in stock, and would have adjusted electrical to suit. We would have a licensed electrician handle the electrical changes.

1/13/18: Notice leak from pump and contacted Big Blue, client emailed photos to assist Big Blue in diagnosis of the issue. Client wanted Big Blue an apt to resolve issue to prevent a larger problem. Original appointment was for a week from contact, however client insisted upon a sooner appointment as leak was continuing.

We did send a technician to your jobsite ahead of other scheduled work to diagnose the issue. We found a defective leaking pump out of warranty.

(1/18) Big Blue sent out RJ and he turned off pump, said our pump was defective and we needed a new one.

He also wanted to up-sell us with a $5,000 water purification system. Client checked other neighbors in the area, none recommended that as EBMUD water quality is good; one neighbor being a toxicologist.

We did discuss this, and that EBMUD provides some of the best water in the country – from Hetch-Hetchy. Then chloramines are added to treat the water. Many people do not want to drink or absorb through their skin these treatment chemicals. Many people also have lead plumbing fixtures in their homes. Our technician offered you a filter. Then you changed your mind, so we canceled your order. It is completely your choice. We don’t wish to sell anyone anything they don’t want or need.

Big Blue processed a $745 credit card charge (deposit) even though we emailed that we decided not to order the $5,000 water purification system within 24 hours (Saturday); and found we had to reverse a charge when we called the credit card company Sunday noticing it had been charged. Emails were sent to document all of this to Big Blue.

You paid a deposit for work you wanted, then canceled, and we were processing your refund. You also have a three day right to cancel.

2/2/18: As of today, we are with minimal water pressure (15psi) for a second story house. From 1/18/18 - 2/2/18 two weeks: Big Blue has had to:1. Look for the original invoice to prove to themselves the warranty issue2. Numerous emails and phone call messages to *** (Receptionist), *** (Service Manager) and an email to *** (Owner) were sent to resolve and understand when the pump would be ordered and when the warranty / refund situation would be resolved - as Big Blue is the original purchaser and the refund would be given to them for warranty.

3. Our latest understanding is that Big Blue wants the client (US) to order the pump and if/when the refund is given, they would receive it and in theory, pass it on to the client.

This isn't standard business practice and the customer service is non-existent. It is unacceptable that the client has had to pursue/follow up and request information without satisfaction. The client has now had to order more durable pump and contact an alternate plumber to resolve the issue that Big Blue should have taken care of promptly and without conflict. Obviously, Big Blue doesn't care.

We want them to compensate us what they paid for the pump ($874.67).

Sincerely,
***, Service ManagerBig Blue Plumbing