Direct Support Resources, Inc.

After investigating there seems to be some miscommunication on the installation.  Due to the size and model of the [redacted] and the space the [redacted] was going into, the [redacted] installation team noted that this would be a non typical installation.  The correct procedures were...

followed regarding documentation and installation.  It was discovered that the installation team didn't have the correct tools to complete the installation and informed the customer they would return the next day to resolve the problem.  Unbeknownst to the [redacted] installation team, a plumber from the distributor was called in to complete the installation.  Only after the plumber installation was completed were the damages noted.  Since proper documentation was followed by the [redacted] installation team, we are in the opinion that it is possible the plumber caused the damage.  It is our policy that if any [redacted] is damaged we are not allowed to leave it at the job site, remove and notify the distributor.  [redacted] also refunded part of its delivery fee to the distributor, which should of in turn be refunded to the customer, but [redacted] has no way to verify that happened.In an effort to close this issue our Senior Vice President will call the customer to see if the distributor replaced the [redacted]s, which we believe they should have and had it reinstalled. Thank you,Jason M[redacted]Direct Support Resources, Inc.