In response to Ms [redacted] ’s complaint, we did not fail Ms [redacted] as a customer#1f497d;"> On March 20, we replaced Ms [redacted] ’s hot water heater with a Bradford White hot water heater The hot water heater was installed according to code and operating normal The hot water heater is a standard hot water heater and is installed in basements with sump pumps all the time There are no special hot water heaters for basements with sump pumps We did not hear from Ms [redacted] again until May 2, At this time, Ms [redacted] contacted our office and informed us that her hot water heater was not working and that there were electrical wires coming from the hot water heater onto her basement floor When installing the hot water heater, there are only three connections; connection to the gas line, connection to the hot water, and connection to the cold water There are no electrical wires that touch the floor We promptly arrived to her home the same day to check the unit We found the unit to have malfunctioned due to water damageThe previous day, we experienced severe rain in our area As a result, Ms [redacted] accumulated water in her basement, which caused the hot water heater to flood The malfunction of the hot water heater was not a result of the wrong hot water heater being installed nor a result of the hot water heater not being installed properly The hot water heater malfunctioned because of the the water that accumulated in her basement due to the rain storm The manufacturer warrantee does not cover damage due to rain damage This is a matter the customer would have to pursue through her home owner’s insurance We have been in business over years and we pride ourselves on customer service Our trained professionals perform quality work If for some reason a system malfunctions as a result of our work, we have no problem resolving the issue However in this case, we were not at fault
Complaint: [redacted] I am rejecting this response because: If I had done the job myself, then I would take full responsibility for the poor installationSince I am not a plumber by trade, I hired professionals with many years of experience in the business Based on their experience, these guys should have the ability to evaluate the job and complete a solid installation Let me kindly point out the differences between the Water Heater that was replaced and the one that was installed Original Water Heater (Replaced): The Water Heater was solid from top to bottom thus, no protection needed (such as elevation from ground) The Water Heater lasted for at about years This is the original Water Heater that was in the home when I purchased it Mann’s Water Heater (Installed): Water Heater had slots at the bottom and wires hanging to the floor thus; it should have been lifted off the floor for protection The Water Heater lasted less than months As professionals in the business for over years, they should have evaluated and analyzed the job prior to showing up with a Water Heater in the back of their truck Proper evaluation could ensure that the installation was proper and solid The fact still remains true that the job was not done properly Again, I am asking that Mann’s take responsibility, move on and use this as a teaching moment for their Technicians They should never show up for a job without doing a thorough evaluation and having the proper tools Regards, [redacted]
We understand that the customer is disappointed that her newly installed hot water heater malfunctioned due to water damage However Mann's Heating & Air Conditioning is not at fault As stated previously, there are no special hot water heaters for basements with sump pumps The appearance of a sump pump does not warrant a hot water heater to be elevatedThe only way we know to elevate a hot water heater is if the existing hot water heater is elevated or if the customer requests it The existing hot water heater was not elevated and the customer did not request the water heater be elevated As a result, we performed a direct replacement as requested by the customer We did use the sump pump to empty the water from the old water heater, which is practice The sump pump was fully functional while we were there Mann's Heating & Air Conditioning refused to refund the customer their monies because outside weather conditions caused the basement to flood which ultimately caused the hot water heater to breakdown The hot water heater we installed was fully operational
In response to Ms [redacted] ’s complaint, we did not fail Ms [redacted] as a customer#1f497d;"> On March 20, we replaced Ms [redacted] ’s hot water heater with a Bradford White hot water heater The hot water heater was installed according to code and operating normal The hot water heater is a standard hot water heater and is installed in basements with sump pumps all the time There are no special hot water heaters for basements with sump pumps We did not hear from Ms [redacted] again until May 2, At this time, Ms [redacted] contacted our office and informed us that her hot water heater was not working and that there were electrical wires coming from the hot water heater onto her basement floor When installing the hot water heater, there are only three connections; connection to the gas line, connection to the hot water, and connection to the cold water There are no electrical wires that touch the floor We promptly arrived to her home the same day to check the unit We found the unit to have malfunctioned due to water damageThe previous day, we experienced severe rain in our area As a result, Ms [redacted] accumulated water in her basement, which caused the hot water heater to flood The malfunction of the hot water heater was not a result of the wrong hot water heater being installed nor a result of the hot water heater not being installed properly The hot water heater malfunctioned because of the the water that accumulated in her basement due to the rain storm The manufacturer warrantee does not cover damage due to rain damage This is a matter the customer would have to pursue through her home owner’s insurance We have been in business over years and we pride ourselves on customer service Our trained professionals perform quality work If for some reason a system malfunctions as a result of our work, we have no problem resolving the issue However in this case, we were not at fault
Complaint: [redacted] I am rejecting this response because: If I had done the job myself, then I would take full responsibility for the poor installationSince I am not a plumber by trade, I hired professionals with many years of experience in the business Based on their experience, these guys should have the ability to evaluate the job and complete a solid installation Let me kindly point out the differences between the Water Heater that was replaced and the one that was installed Original Water Heater (Replaced): The Water Heater was solid from top to bottom thus, no protection needed (such as elevation from ground) The Water Heater lasted for at about years This is the original Water Heater that was in the home when I purchased it Mann’s Water Heater (Installed): Water Heater had slots at the bottom and wires hanging to the floor thus; it should have been lifted off the floor for protection The Water Heater lasted less than months As professionals in the business for over years, they should have evaluated and analyzed the job prior to showing up with a Water Heater in the back of their truck Proper evaluation could ensure that the installation was proper and solid The fact still remains true that the job was not done properly Again, I am asking that Mann’s take responsibility, move on and use this as a teaching moment for their Technicians They should never show up for a job without doing a thorough evaluation and having the proper tools Regards, [redacted]
We understand that the customer is disappointed that her newly installed hot water heater malfunctioned due to water damage However Mann's Heating & Air Conditioning is not at fault As stated previously, there are no special hot water heaters for basements with sump pumps The appearance of a sump pump does not warrant a hot water heater to be elevatedThe only way we know to elevate a hot water heater is if the existing hot water heater is elevated or if the customer requests it The existing hot water heater was not elevated and the customer did not request the water heater be elevated As a result, we performed a direct replacement as requested by the customer We did use the sump pump to empty the water from the old water heater, which is practice The sump pump was fully functional while we were there Mann's Heating & Air Conditioning refused to refund the customer their monies because outside weather conditions caused the basement to flood which ultimately caused the hot water heater to breakdown The hot water heater we installed was fully operational