The water
heater was installed the first week of August. Two weeks after the install, the
customer called...
concerned about the noise. As I was out of town, I called the
plumber to go over and check it and heard nothing from either the customer or
plumber and considered it taken care of.
Last week
the customer called and said she still had the noise. She also stated that she
had called the manufacturer, was given three plumbing outfits to call and have
the problem checked out and none would come out or respond. On her behalf I started
the process of getting the problem resolved. I called the supplier and learned
that since the water was heating that it might be a part in the heater. If so
and since it was heating the water, that it was not a danger, but could be
replaced since it was under warranty. Next I called the manufacturer. There is
a process that is followed in these cases. I was coordinating an appointment
between the manufacturer’s recommended service representative and the customer
when she filed her complaint. As of this response, she has not returned my
calls and I do not know if she has contacted the representative through the phone number supplied to
her.
As for the
disputed amount, she told me that she had contacted my supplier and asked what
the cost of the heater was without markup. Since she did not talk directly to
my salesman, I am not sure what information she gave him. My cost for the
particular water heater installed for her at my cost was approximately $450. The price of the water heater she would have
paid directly from my supplier with their markup is just over $900. The plumber
charge was just over $300. There was a $50 delivery fee and a take away fee.
The rest doesn’t even cover my overhead.
The desired
settlement is of a repair with the manufacturer's part by their recommended
service representative or the removal of the water heater and refund of the
$900 to the customer so that she may secure her choice of water heater and
plumber. She may contact us when she has this scheduled so she is not without
hot water. It has been our policy for 24 years to see a fair outcome to the
customer should a problem arise.
Revdex.com:
I received a refund for the problem hot water heater and Mr. Korfonta removed it.
Aside from the problems with the plumber and the hot water heater, I am completely satisfied with my new kitchen (I love it), floors, lighting and electrical work.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The water
heater was installed the first week of August. Two weeks after the install, the
customer called...
concerned about the noise. As I was out of town, I called the
plumber to go over and check it and heard nothing from either the customer or
plumber and considered it taken care of.
Last week
the customer called and said she still had the noise. She also stated that she
had called the manufacturer, was given three plumbing outfits to call and have
the problem checked out and none would come out or respond. On her behalf I started
the process of getting the problem resolved. I called the supplier and learned
that since the water was heating that it might be a part in the heater. If so
and since it was heating the water, that it was not a danger, but could be
replaced since it was under warranty. Next I called the manufacturer. There is
a process that is followed in these cases. I was coordinating an appointment
between the manufacturer’s recommended service representative and the customer
when she filed her complaint. As of this response, she has not returned my
calls and I do not know if she has contacted the representative through the phone number supplied to
her.
As for the
disputed amount, she told me that she had contacted my supplier and asked what
the cost of the heater was without markup. Since she did not talk directly to
my salesman, I am not sure what information she gave him. My cost for the
particular water heater installed for her at my cost was approximately $450. The price of the water heater she would have
paid directly from my supplier with their markup is just over $900. The plumber
charge was just over $300. There was a $50 delivery fee and a take away fee.
The rest doesn’t even cover my overhead.
The desired
settlement is of a repair with the manufacturer's part by their recommended
service representative or the removal of the water heater and refund of the
$900 to the customer so that she may secure her choice of water heater and
plumber. She may contact us when she has this scheduled so she is not without
hot water. It has been our policy for 24 years to see a fair outcome to the
customer should a problem arise.
Revdex.com:
I received a refund for the problem hot water heater and Mr. Korfonta removed it.
Aside from the problems with the plumber and the hot water heater, I am completely satisfied with my new kitchen (I love it), floors, lighting and electrical work.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]