Henry Smith Plumbing & Heating, LLC

Initial Business Response / [redacted] (1000, 6, 2018/01/02) */ First of all, no one "lied" to anyoneOur licensed plumber obviously was mistaken if the existing unit is stamped March as its manufactured dateFor that we are extremely sorryWe are a family owned yrold company who takes pride in the level of care we deliver to our many customers to ensure they always return for service After our plumber tried to remove the anode rod he decided it was likely the water heater would incur possible damage during that processHe called the manufacturer to verify whether or not the unit was within warranty limitsHe was told by the manufacturer it was outside of its warranty limitsThat was all we had to go by at the timeWe don't deal with big box retailersWe only support our local wholesale vendors so we had no other options to pursue for verification of the Richmond brand water heater warranty other than the manufacturer themselves We feel that due to the confusion and inconvenience we have caused [redacted] we will apologize and reverse her remaining charges to a zero balanceI will personally call her again on Wednesday to confirm this resolutionI only have a work number which I tried all day today Initial Consumer Rebuttal / [redacted] (2000, 8, 2018/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2018/01/02) */
First of all, no one "lied" to anyone. Our licensed plumber obviously was mistaken if the existing unit is stamped March 2016 as its manufactured date. For that we are extremely sorry. We are a family owned 65 yr. old company who takes pride in...

the level of care we deliver to our many customers to ensure they always return for service.
After our plumber tried to remove the anode rod he decided it was likely the water heater would incur possible damage during that process. He called the manufacturer to verify whether or not the unit was within warranty limits. He was told by the manufacturer it was outside of its warranty limits. That was all we had to go by at the time. We don't deal with big box retailers. We only support our local wholesale vendors so we had no other options to pursue for verification of the Richmond brand water heater warranty other than the manufacturer themselves.
We feel that due to the confusion and inconvenience we have caused [redacted] we will apologize and reverse her remaining charges to a zero balance. I will personally call her again on Wednesday to confirm this resolution. I only have a work number which I tried all day today.
Initial Consumer Rebuttal /* (2000, 8, 2018/01/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)