City Grille

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, In my last communications with the vendor, I asked if they would be willing to purchase the unit from me as they had done $worth of work to it and thus would probably in nearly "rebuilt" condition at that point I was told that this was not of interest to them.Of course I agreed to have them service the unit as they are a [redacted] dealer and they had serviced it in the past At no time did they suggest that it was a waste of my time and money to spend money on this unit as the subsequent plumbers who came out to provide estimates did.If they are not willing to provide me with a partial credit against the $600+ I've already paid, I am happy to chalk this up to experience However, I will be extremely diligent in letting friends know about my experiences with this firm I am equally diligent about letting folks know about good experiences and the bad experiences get equal exposure.Thanks,***

06/24/UPDATED RESPONSE Our technician maintains that the customer was told that it was not certain that replacing the parts would solve the problem and again, Mr*** was given the prices for the parts before they were ordered. Mr*** gave us approval to order the parts. With regards to Mr***’s request to “purchase the unit”, we do not dabble in used water heaters. We do not purchase or sell used water heatersAt this time, our apology and regret at not being able to fix his 10+ year old water heater is all we are willing to offer. There will be no monetary adjustment made. Perhaps we will join the ranks of the other plumbers that have declined to work on *** units that are over years’ old

Response to complaint filed by [redacted] w/ Revdex.comThe Hot Water Guys regrets that we were not able to get Mr. [redacted]’s water heater up and running.These water heaters can be difficult to work on and it is often in the customer’s best interest to explore the option of getting a new unit.  Our...

technician states that he did tell Mr. [redacted] that he would do his best to get the machine operable.  Mr. [redacted] was also informed of the price for the parts upfront and before they were ordered.  Unfortunately, once parts are installed we cannot receive credit for them or use them again as new parts.  We recognize that it is extremely difficult to have 100% satisfaction although that is something that we strive for.  With regards to this case we feel that the customer made the choice to move forward.  Tankless water heaters generally have a life expectancy of around 20 years as long as they are maintained and we generally have success getting older ones back up and in good working order.  Knowing that a new tankless water heater with installation can run upwards of $4000 many homeowners elect to try repairing the existing unit.  When the situation arises that we are not able to repair an older unit we often give the customer a reduced quote for a new unit taking into consideration the dollar amount they have spent with us attempting the repair.  During the last phone conversation with Mr. [redacted], we expressed our apologies and stated that there was nothing more we could do with regards to his tankless unit as we had replaced the water valve and the gas valve and this did not solve the problem.  It was our recommendation that he not put any more money into this unit and we gave him a discounted rate as stated above. At no point did Mr. [redacted] ask for a refund until he filed the complaint with the Revdex.com.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
In my last communications with the vendor, I asked if they would be willing to purchase the unit from me as they had done $600 worth of work to it and thus would probably in nearly "rebuilt" condition at that point.  I was told that this was not of interest to them.Of course I agreed to have them service the unit as they are a [redacted] dealer and they had serviced it in the past.  At no time did they suggest that it was a waste of my time and money to spend money on this unit as the subsequent 4 plumbers who came out to provide estimates did.If they are not willing to provide me with a partial credit against the $600+ I've already paid, I am happy to chalk this up to experience.  However, I will be extremely diligent in letting friends know about my experiences with this firm.  I am equally diligent about letting folks know about good experiences and the bad experiences get equal exposure.Thanks,[redacted]