Drake Plumbing and Heating

I replaced the customers water heater like she stated in September of The water heater was under warranty from [redacted] because it was within the six year warranty periodI purchased the water heater from [redacted] and companyI filed all the paperwork with them to get the warranty for the customer [redacted] and company stated that since I did not have a house account with them that I would receive a credit on the credit card I purchased the water heater withWhen I received that credit I would credit the customers credit cardI never received any credit from them to this dayI have followed up with them many many times and I think they either never submitted the paperwork or simply lost itUnfortunately the paperwork I gave them had the customers water heater tag attachedSo I have no record of the serial number or anything so that I could submit another claim form (I learned my lesson by not keeping a copy for myself)I did state to the customer that being it was taking so long and it seemed that nothing had been done I would send them a check and work with the supply house to resolve the issueI stated this to the customer in December of and unfortunately with the rush of the holidays it slipped my mind as well as I really didn't have those extra funds at that timeI did communicate with the customer since then that I had the supply house looking into it one last time and would get back to herThen I received this letter in the mail that she put in a complaint about my business, I was shockedIf anyone deserves a complaint against them it would be the supply house or the water heater manufacturerMy job was complete when the water heater was installed and the paperwork was filedI was trying to help her resolve the issue and get her creditI then out of the goodness of my heart offered to send her a check so I would take the hit on the job and work it out another way with the supply houseBeing that she filed this complaint I do not believe I am willing to that anymoreThis customer should follow up with the supplier and [redacted] Corp after all they are the ones who manufactured the faulty water heater not Drake Plumbing and Heating

I replaced the customers water heater like she stated in September of 2015. The water heater was under warranty from [redacted] because it was within the six year warranty period. I purchased the water heater from [redacted] and company. I filed all the paperwork with them to get the warranty for the...

customer. [redacted] and company stated that since I did not have a house account with them that I would receive a credit on the credit card I purchased the water heater with. When I received that credit I would credit the customers credit card. I never received any credit from them to this day. I have followed up with them many many times and I think they either never submitted the paperwork or simply lost it. Unfortunately the paperwork I gave them had the customers water heater tag attached. So I have no record of the serial number or anything so that I could submit another claim form (I learned my lesson by not keeping a copy for myself). I did state to the customer that being it was taking so long and it seemed that nothing had been done I would send them a check and work with the supply house to resolve the issue. I stated this to the customer in December of 2016 and unfortunately with the rush of the holidays it slipped my mind as well as I really didn't have those extra funds at that time. I did communicate with the customer since then that I had the supply house looking into it one last time and would get back to her. Then I received this letter in the mail that she put in a complaint about my business, I was shocked. If anyone deserves a complaint against them it would be the supply house or the water heater manufacturer. My job was complete when the water heater was installed and the paperwork was filed. I was trying to help her resolve the issue and get her credit. I then out of the goodness of my heart offered to send her a check so I would take the hit on the job and work it out another way with the supply house. Being that she filed this complaint I do not believe I am willing to that anymore. This customer should follow up with the supplier and [redacted] Corp after all they are the ones who manufactured the faulty water heater not Drake Plumbing and Heating.

Complaint: [redacted]
I am rejecting this response because:
Mr. Drake was informed last year that I had contacted [redacted].  I told him that [redacted] confirmed that they would only deal with the plumber and supply house and not directly with me.  I told him that I had a photo of the label from my old water heater and could provide him with the serial with the serial number or a copy of it if it would help him get the paperwork processed but he did not respond to me.  A copy is attached.  I contacted [redacted] again after a good amount of time went by and after each call I let Mr. Drake know that [redacted] did look up the serial number but said they had no record of paperwork being submitted in their system.  I had no idea until now that Mr. Drake did not keep copies of the paperwork or which supply house.  He offered to submit the paperwork and I agreed. I am also just learning that his credit card was supposed to be reimbursed.  He told me to check my bank statements for the credit, which I did because I was unaware that there were any issues between Mr. Drake and his supply house.
Regards,
[redacted]