EZ Flow Plumbing and Heating

Complaint: [redacted] I am rejecting this response because:On the invoice I received it does not state that the labor and materials guarantee was only for daysIn addition, although their website says days their invoice doesn’t and there is no way of even knowing when their website was updated to state their guarantees are only daysFurthermore, the expiry of the guarantee should be in writing on the invoice to the customer for the service performedOn the invoice I received it does not have an expiry term for the guaranteeThe representative stated in their response that I did not contact them until after daysIt should be noted that there was no way possible for me to know there was a problem sooner because the part sits below the floorOver time, the leaking elbow accumulated enough water that causing visible leaking above the front porchThat was the only way we knew there was a problem.Yesterday, I hired a plumber to fix the leaking elbowI have a written assessment from the plumber stating that it is possible that the elbow was not tighten properly when it was installed causing thread corrosion and leakingI paid the plumber $I’m requesting EZ Flow refund me the $since the part was not properly installed causing the leakIf they refuse then I’m prepared to file my complaint through small claims and allow the judge to weigh the evidence and consider all facts to determine if they were neglible and whether they should have upheld their labor and materials guarantee according to the invoice which does not have an expirationThe judge can determine and render final judgement over whether me contacting them within days of them performing the work was reasonable for them to honor their work which I paid them forRegards,Kisha Regards, [redacted]

I am writing this letter in response to a complaint made against my business. In regards to the specific issue, my technician had replaced a radiator valve and elbow. The work was efficient, and the technician was professional and polite. The service and transaction were complete with no problems....

The service was completed on November 13, 2017. After more than a month passing by with no word from [redacted], she calls us on January 4th, notifying us of a leak found by another plumber. By the time she contacted us, it had been well over 30 days. When she requested that we come back to fix it free of charge, we explained why we could not do it free of charge, being the time frame for our labor and material guarantee has expired. EZ Flow's time frame for any labor or material guarantee is 30 days. This is and has been our policy from day one. It is clearly stated on our website, www.ezflownj.com. After respectfully explaining our policy to her and telling her that we would have to charge her for any further service in order to fix it, she proceeded to yell and use profanity, speaking in a vulgar manner in which case, we have the right to refuse any further services to her. I am sincerely asking for this situation to be rectified and for it not to affect EZ Flow's positive reputation that we have worked very hard to maintain.

Complaint: [redacted]
I am rejecting this response because:On the invoice I received it does not state that the labor and materials guarantee was only for 30 days. In addition, although their website says 30 days their invoice doesn’t and there is no way of even knowing when their website was updated to state their guarantees are only 30 days. Furthermore, the expiry of the guarantee should be in writing on the invoice to the customer for the service performed. On the invoice I received it does not have an expiry term for the guarantee. The representative stated in their response that I did not contact them until after 30 days. It should be noted that there was no way possible for me to know there was a problem sooner because the part sits below the floor. Over time, the leaking elbow accumulated enough water that causing visible leaking above the front porch. That was the only way we knew there was a problem.Yesterday, I hired a plumber to fix the leaking elbow. I have a written assessment from the plumber stating that it is possible that the elbow was not tighten properly when it was installed causing thread corrosion and leaking. I paid the plumber $348.58. I’m requesting EZ Flow refund me the $348.58 since the part was not properly installed causing the leak. If they refuse then I’m prepared to file my complaint through small claims and allow the judge to weigh the evidence and consider all facts to determine if they were neglible and whether they should have upheld their labor and materials guarantee according to the invoice which does not have an expiration. The judge can determine and render final judgement over whether me contacting them within 45 days of them performing the work was reasonable for them to honor their work which I paid them for. Regards,Kisha   
Regards,
[redacted]