Mid State Electrical Contractor, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We have contacted our Home Insurer and proceeding with this claim against AquaKleen. Thankyou
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted]The work order has the Aquakleen water refinement System name on it. It also states that it is an "Aquakleen Authorized Service Corporation. To deny that "they" are not responsible for a service Tech doing work under their name and business is ridiculous. Totally. The water supply was hooked up incorrectly and this led to the leak and subsequent damage to our home.  They are blaming it totally on someone who works for them and not taking any blame for this at all. We have also reported this to our Home Insurance Company and they will pursue damages from Aquakleen as well.
Regards,

Mr. and Mrs. [redacted] are our customers and had a water system since 2007. Last year, on 8/4/16 we sent a technician to install an upgraded Reverse Osmosis unit in their home. On 5/30/17, Mr. [redacted] called us to ask for a technician to re-install the Reverse Osmosis unit because he had disconnected...

it. On 6/27/17 the technician went back to their home to re-install the Reverse Osmosis unit and to replace the filters on it. The service order did NOT include a connection to the refrigerator, this service has an additional cost of $65 which was not charged, and not paid for by the customer. Because the service technicians are independent contractors, we cannot control if they offer other services to our customers when they are at a customer’s home, and therefore, the company cannot be held responsible for other work agreed to or performed outside the scope of the service order sent by the company. As indicated by the customer, if the contractor performed any other work, not covered in the service order, he would be responsible for such work.

Our service department was contacted by the customer in January of 2016 indicating they had a problem with their water softener. Our customer service representatives explained that we could correct the problems by servicing the system, but at that time the customer indicated that the cost of the...

repair was too expensive and that they couldn’t do it at that time.   We don’t have any record of any other call requesting service to their system until this month, but now the customer indicated that they thought that the service would be under warranty.   Since the customer purchased the system in 2008, they have had our written Warranty, which is included with the product manuals. That warranty clearly indicates the period of time that the components of the system are covered. The repairs currently required to their system are already out of warranty.   Regardless of the warranty, our company has always been able and willing to service the customer’s equipment, and we still are.   We are including with our response a copy of our Limited lifetime warranty and an e-mail thread which shows that we have been responding to their requests in a timely manner and are still waiting for the customer to request the service they require, understanding that it is not covered under the warranty anymore and there is a cost for this service.   As soon as we receive their confirmation, we can schedule a technician to go to fix the problem.

As we stated before, we stand by the work that our company was hired to do, which is included in the work order issued during the technician’s visit. Any other work that our company was not hired for, and thus the customer wasn’t charged for, cannot be assumed by the company. If the customer has contacted his home insurance company, we will be happy to clear this situation with them when they contact us.