Bryant Group installed the water heater at [redacted] **, Silver Spring, Md in July of Both Bryant Group and [redacted] & [redacted] Homes have a rigorous inspection at time of completion in addition to a walk through with the new home owner This home had no plumbing issues noted or communicated to Bryant Group during these inspections or walk through in August of Per the complaint this damage was found months later in October of A dent in the shell of a water heater might possibly have been overlooked originally, but missing parts would not likely have been missed by different parties This water heater's performance was not effected by the dent, missing screw or plate, therefore Bryant Group's recourse was not to replace the water heater when the request came in October of It is Bryant Group's stance that the water heater was not damaged when we installed it It has and continues to work for its intended purpose and does not require replacement
First off let me express my apologies to Mr [redacted] for the bad experience with an unfortunate issue I believe we have a different interpretation of what is considered an emergency, as well what a warranty covers On Sept 26, Bryant Group received a call after business hours The problem was described as pipe shaking and now leaking A service technician was dispatched to [redacted] in Ellicott City and upon arrival saw there was no leak The float on the discharge pump was hung up causing the pump to run non-stop This float is simply an air filled bulb riding on a vertical rod that triggers the pump to kick on when the water level reaches a certain height Unfortunately, it merely got snagged and likely needed a one finger nudge to correct Without drawing water and still running would likely cause more excessive noise that when running normally As a standard of practice Bryant Group considers an emergency leaking/overflowing water, no water or no hot water, none of which were present at this service call The homeowner was informed this was not an emergency and was a chargeable call since there was no leak and nothing to repair Bryant Group’s warranty covers workmanship and faulty components There was neither an installation nor part issue The pump is installed correctly and functioning properly In addition no parts needed to be repaired or replaced For the reasons just stated this service call would not fall under warranty Bryant Group’s billable hours include travel for emergency calls Bill T***, the service technician who went on this call resides at Sparrow Point (East of Baltimore) miles (min) from Ellicott City and Mr [redacted] ’s residence The technician informed Mr [redacted] prior to coming that if there was no leak or interruption of water supply that this would be a chargeable service call at non-scheduled (emergency) rates Mr [redacted] replied that he understood and needed him to come out immediately The hours charged was for minutes in the house and hour minutes travel In conclusion, Bryant Group will not reimburse Mr [redacted] $for services that were rendered We feel that customer was not overcharged or charged unfairly Thank you, Eric R**
Bryant Group installed the water heater at [redacted] **, Silver Spring, Md in July of Both Bryant Group and [redacted] & [redacted] Homes have a rigorous inspection at time of completion in addition to a walk through with the new home owner This home had no plumbing issues noted or communicated to Bryant Group during these inspections or walk through in August of Per the complaint this damage was found months later in October of A dent in the shell of a water heater might possibly have been overlooked originally, but missing parts would not likely have been missed by different parties This water heater's performance was not effected by the dent, missing screw or plate, therefore Bryant Group's recourse was not to replace the water heater when the request came in October of It is Bryant Group's stance that the water heater was not damaged when we installed it It has and continues to work for its intended purpose and does not require replacement
First off let me express my apologies to Mr [redacted] for the bad experience with an unfortunate issue I believe we have a different interpretation of what is considered an emergency, as well what a warranty covers On Sept 26, Bryant Group received a call after business hours The problem was described as pipe shaking and now leaking A service technician was dispatched to [redacted] in Ellicott City and upon arrival saw there was no leak The float on the discharge pump was hung up causing the pump to run non-stop This float is simply an air filled bulb riding on a vertical rod that triggers the pump to kick on when the water level reaches a certain height Unfortunately, it merely got snagged and likely needed a one finger nudge to correct Without drawing water and still running would likely cause more excessive noise that when running normally As a standard of practice Bryant Group considers an emergency leaking/overflowing water, no water or no hot water, none of which were present at this service call The homeowner was informed this was not an emergency and was a chargeable call since there was no leak and nothing to repair Bryant Group’s warranty covers workmanship and faulty components There was neither an installation nor part issue The pump is installed correctly and functioning properly In addition no parts needed to be repaired or replaced For the reasons just stated this service call would not fall under warranty Bryant Group’s billable hours include travel for emergency calls Bill T***, the service technician who went on this call resides at Sparrow Point (East of Baltimore) miles (min) from Ellicott City and Mr [redacted] ’s residence The technician informed Mr [redacted] prior to coming that if there was no leak or interruption of water supply that this would be a chargeable service call at non-scheduled (emergency) rates Mr [redacted] replied that he understood and needed him to come out immediately The hours charged was for minutes in the house and hour minutes travel In conclusion, Bryant Group will not reimburse Mr [redacted] $for services that were rendered We feel that customer was not overcharged or charged unfairly Thank you, Eric R**