Home Furniture Store

We would like to apologize for the ongoing issues that Mr [redacted] is experiencing with the installation of his Clearstream Wastewater Aerobic Treatment SystemAlthough Clearstream does not have control over the way in which the wiring is installed, this is up to the contractor, we do take steps to ensure each contractor is properly trained and performs each installation to the proper electrical codesWe have contacted Mr [redacted] regarding this customer and he is aware of the issueHe tried to fix the system as best he could without completely redoing the entire system, but was limited due to the way it was originally installedWe tried to contact Mr [redacted] to offer further assistance in getting his Clearstream in good working order, but he has not answered our phone callsWe will continue to attempt to contact Mr [redacted] regarding this issue

***, I am in receipt of letter concerning the above referenced complaintPlease be advised that we do not have a contractual relationship with the complainantWe manufacture aerobic systems and we exclusively sell to licensed installers who duly licensed by StateThe complainant may have a contractual relationship with [redacted] Plumbing, the entity that installed the aerobic system that may have made the basis of this complaintFurther, our systems are warranted for a period of two (2) years from the date of installationConsequently, I would strongly suggest that the complainant contact [redacted] Plumbing directlyIf you have questions, you may contact at your earliest convenience Thank you for your assistance and cooperation with this matterVery truly yours, [redacted]

Claim No. ***Once again, Clearstream did not have a contractual relationship including but not limited to a direct transactional relationship with the complainant. Clearstream sells directly to Installers duly licensed by the State. Clearstream warrants its tanks for two (2) years from the date of installation. Also, Clearstream does not offer an extension on to its 2-year warranty. If you have any further questions, please contact me at your earliest convenienceThank you for your assistance and cooperation with this matter. Very truly yours,*** ***

Complaint:
I am rejecting this response because: The business has not given any evidence or timeline of when they propose to resolve this issue
Sincerely,
*** ***

Response:We are very happy to send you a new pump, but we need to verify which pump needs to be replaced. We sell a variety of different pumps and it is important that we send you the correct replacement.I, [redacted], have looked into this matter and have worked with Mrs. [redacted] to confirm the dealer that installed your system was [redacted]. We do not deal directly with home owners since we have an extensive dealer network that is able to keep home owners satisfied. In this case, we have tried to contact Mr. [redacted], but have not yet heard a response. However, we have found a dealer that has already been to your home and has verified your address. He is willing to work on your system with no additional fees in order to resolve the issues of this particular matter. We are currently processing this warranty issue with [redacted] of Aerobic Inspection & Maintenance and hope to resolve this in a timely manner.

We would like to apologize for the ongoing issues that Mr. [redacted] is experiencing with the installation of his Clearstream Wastewater Aerobic Treatment System. Although Clearstream does not have control over the way in which the wiring is installed, this is up to the contractor, we do take steps to...

ensure each contractor is properly trained and performs each installation to the proper electrical codes. We have contacted Mr. [redacted] regarding this customer and he is aware of the issue. He tried to fix the system as best he could without completely redoing the entire system, but was limited due to the way it was originally installed. We tried to contact Mr. [redacted] to offer further assistance in getting his Clearstream in good working order, but he has not answered our phone calls. We will continue to attempt to contact Mr. [redacted] regarding this issue.

[redacted], I am in receipt of letter concerning the above referenced complaint. Please be advised that we do not have a contractual relationship with the complainant. We manufacture aerobic systems and we exclusively sell to licensed installers who duly licensed by State. The complainant may have a...

contractual relationship with [redacted] Plumbing, the entity that installed the aerobic system that may have made the basis of this complaint. Further, our systems are warranted for a period of two (2) years from the date of installation. Consequently, I would strongly suggest that the complainant contact [redacted] Plumbing directly. If you have questions, you may contact at your earliest convenience.  Thank you for your assistance and cooperation with this matter. Very truly yours,[redacted]

Complaint: 12024094
I am rejecting this response because:since this is the second tank from your corporation that cracked, I believe your product is inferior and should not have been replaced with the same like tank that failed the first time.  I was also told the tanks have a 10 year warranty on them, the 2 year warranty I was lead to believe was on the pump, aerator and control panel.  I filed this complaint against clearstream as well as [redacted] plumbing since no one would return my call from either company.  my  expectations is that you and [redacted] plumbing will talk and determine how this is resolved, since I have not heard back from [redacted] plumbing I am not willing to accept this answer from clearstream.
Sincerely,
[redacted]

We at clearstream do our best to warranty any items that are within the warranty timeline.  We have an excellent track record but, we failed to communicate with Mr. [redacted]' urgent request. A resolution is in the process to solve Mr.[redacted]'s  require.

Revdex.com:The message from Clearstream is a step in the right direction.  I will wait for them to replace the defective pump before I will say the issue has been resolved.
I have reviewed the response made by the business in reference to complaint ID 10748587.
Sincerely,
[redacted]