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Home Plumbing & Hardware, Corp.

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Reviews Home Plumbing & Hardware, Corp.

Home Plumbing & Hardware, Corp. Reviews (2)

Review: We have bought a part for bathroom tub on and of valves which had to be sent out. This was on10/23/2013. At that time we payed for the parts. Every week since we did this we call to see if parts are in. They have not . we get put on hold or told they will call back and never do.Then they said part came in and sent back. The people on phone are rude.It is now 11/26/2013.No parts.Our renter has to put up with things not finished for over a month. This is not how we run our business.Thanks for your helpDesired Settlement: We would like our parts right away if it takes to over night ship them Also noted of the poor service this company gives its customers on the Revdex.com.

Business

Response:

In regards to complaint 10 [redacted], the pan that the customer ordered was on back

order. They were told that in one of their calls. The part never came and was shipped

hack a.q they stated. We checked on this part from our supplier a couple of times for them.

We did set an order from them but their was not on the order, backed ordered as they

were told. I j ust talked to my supplier and they said we should see it the beginng of the

week (12-1) As to the statement that they were put on hold. that is true. Some times we

get busy at the store and the customers that are in front of us come first.. 1 apologize ror

their inconvenience and assure them that as some as we receive the part at our stole we

will call them ASAP.

Thank You [redacted]

Review: I REQUIRE YOUR HELP!!!!

I called Home Plumbing Supply 7828 w Appleton Ave, Milw, WI (I was referred here by the 1st plumber as he stated the location as well as Crown always have these parts available) I asked if they had the part and the individual that answered the phone said yes we carry that.

I was asked if I could call back on Monday due to the store was busy and was closing at 2pm. I called in on Monday, October 14 and was told yes we carry Smart valves however we are currently out of stock and it is possible that our delivery guy will have them with him when he comes in today.

I finally purchased the part on 10/18 ($205.92 includes the tax). And I called back on 10/21 to advise the part had stopped working and was possibly defective per the plumber and an electrician; however we were waiting on the plumber to return and run test. I was asked if the part had been special ordered I asked how would I know that? The individual said did you fill out a special order form and I stated no I came in and purchased the part. The individual said as long as the part was returned within the 30 day period I would receive a refund. The 2nd plumber said after testing the smart valve is working when it wants too which is not a good thing as the smart valve was releasing the gas when there was no pilot, (we turned off the gas line to the water heater) and one day the water would be hot and then two days later back ice cold again, then back hot for a few days and back ice cold a few days. Another plumber now finally came out (now a third plumber) on 10/26 and found the part defective said it would be best to just purchase a new Water Heater (this is what the 1st two plumbers said however I wanted a third opinion) which was installed on 10/31 ($1,125) and the plumber was kind enough to take the part back off the old water heater so I could return it. Went to the place to return the part on 11/4 (which Home Plumbing Supply have in their possession) and was asked to come back due to not enough cash in the register, came back later to be told the same thing and that the owner would be in on Thursday. Called to the place on Thursday evening only to be told I would not receive my refund as this was a special order and the best thing they could do is give me a new part. (Well I just paid $1,125 for a brand new water heater that does not utilize that particular type of smart valve. So, why would I want a new part?)

I explain, no it was not a special order! I didn't fill out any forms and when I purchased the part no one stated it was a special order and regardless the part is defective and works when it wants too. The owner asked how is he supposed to get his money, I would guess the same way any other company would go back to the supplier. As I explained to the owner right is right and wrong is wrong and all he has to do is refund my $205.92 and this will be water under the bridge as well as a learning experience for him and his employees. Always ensure if it is a special order item, you have the customer fill out the form as well as have the customer pay for the item upfront and contact the customer once the part comes in. That is how all other stores do it. Why should they be any different?

We have been to Home Plumbing Supply on at least three to four different occasions trying to get a resolution on my refund and the owner, [redacted] continues to say the same thing, this is a special order item that we do not carry, however when I called originally it was oh yes we carry smart valves.

[redacted] even had the nerves to ask, well why did you buy a new water heater? One, we had no hot water, two I'm not going to take a chance on purchasing another smart valve when I can just go ahead and invest in a new water heater and three, it was recommended by not one, not two but three different plumbers that its best to just purchase a new water heater. But when we asked does your family take baths and showers in cold water he said no, so why should my family have to continue to take baths in ice cold water? [redacted] also said well this part has been used, and as we explained, well how else would we have known the part was not working properly if we didn't have it installed? The smart valve was installed on 10/18 worked for two days, stopped working. It was as if he was just trying his best to belittle me. As if I was the one in the wrong. I know I will never purchase anything from his business again or recommend anyone there. Such terrible customer service and mistreat of customers.Desired Settlement: I wish to receive my full refund of $205.92 (includes purchase price of $195 + taxes) an apology and it would be nice if I could receive a portion for my time and effort spent on trying to work out a resolution which I'm sure cannot be done but this business needs to understand what "true" customer service is. I understand that running a business is hard but when you as the owner know that you are the one that made the mistake at least admit that you were wrong, provide the refund per your receipt, and go back to your supplier and advise of what has happened to get your refund. And know that if you are considering an item to be a "special order" then you follow protocol and have the customer come in to fill out the necessary form and pay for the product right then and contact the customer once the product is there. This is what Wal-Mart, the car dealerships, etc. Just do not penalize me for your mistake.

Business

Response:

Dear Revdex.com

I received a call from a lady inquiring if we carry a smart valve for a water heater. I responded that I do not stock them but I should be able to order them. I told her that I would check on it and get back to her. One of my suppliers did in deed have one in their branch in a different city.

I called her back and told her that I could special order it. She said OK and I went ahead and ordered the valve. When she called me, she had all the numbers and told me that her valve was defective. When the part came in we called her and she picked it up. Now I do not remember when the date she picked it up but it was a least a couple of weeks if not longer before she called and wanted to return it. I was not here then and my employee told her that she would her to check with me but seeing it was special ordered, my employee told her that it probibly is not returnable. A week or two later her husband came in and demanded his money back. He also told me that the part was installed. He changed his story and then said it was defective. And that point I offered to get him a replacement. He said no. This controll has electronics on it. I don't if he installed wrong and burnt out the electronics or not. He told me he was going to get his money back one way or another. I have been doing this for along time and know that when you special order an electronic part and install it there are no refunds. She also said that they went ahead and had a new water heater installed so they didn't that part any more. She should have check first about the refund stasus. I am sorry for what happen but I think I am the right here

Thank. [redacted]

Home Plumbing Supply

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am just getting access back to my email. This response from the business is all lies. When I orignally called the claim was yes we carry these and can you call back because we are busy. I called back that Monday per their request and they stated oh, we don't have the item on the shelf however our driver should have some with him today on the truck. [redacted] never called me back, I called him. We had a licensed plumber install the piece and the licensed plumber came to return the piece and to explain what was wrong with the piece. The piece worked for one day and stopped, then decided it wanted to work again.And why would it take him a month to respond? That tells me he had to get his story right. My boyfriend came in to try to obtain the refund and no one changed the story except for the business. I was never told this was a "special order" item and that is the whole complaint. If this was indeed a "special order" why wouldn't you tell me that upon when you claim you ordered it?

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Description: Hardware - Retail

Address: 7828 W Appleton Ave, Milwaukee, Wisconsin, United States, 53218-5309

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