Nussbaumer Plumbing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
September 14, 2017As consumers, we reject the written response by Nussbaumer Plumbing on September 12, As consumers we expected a new product to be delivered and installed undamagedIt was stated by Nuesbaumer Plumbing that regardless of the inch gashing dent in the new hot water tank, that the integrity of the tank is not compromisedI would like to use this scenarioIf any consumer ordered a new stove and it was installed dented, would that be acceptable? Should have the installer have checked the product before installation? The fact that it is a hot water tank is irrelevantThe point is that we purchased a new hot water tank and expected and paid for a new and undamaged tank to be installed Nussbaumer Plumbing stated that they contacted the supplier of the tank (*** ***) about the damaged hot water tank and we were under the impression that *** *** would handle the situationWe were never contacted by *** ***Nussbaumer Plumbing stated that we were to contact and report the “defect” to the manufacturer (*** *** *** In other words, it is our problem to resolveThis is just another excuse in a long line of excuses with the blame being shifted and no one taking responsibilityWhy should the consumer have to do anything more than pay for the product and service?Furthermore, it was stated that Nussbaumer Plumbing contacted the manufacturer to determine the proper protocol and what to do about the situationNussbaumer Plumbing stated they received no information because *** *** *** needed the serial number, which Nussbaumer plumbing stated they did not haveA simple phone call or visit to our home would have been an easy way to get that serial numberTo date, the blame has gone from the supplier *** ***) to the manufacture (*** *** ***) with no responsibility taken by the installer (Nussbaumer Plumbing). All three received their money (our money) and we have a damaged hot water tankThis merry-go-round of blame with no action taken by the installer (Nussbaumer Plumbing) is not acceptableOur time and money is of value to us as consumersWe will be satisfied only when a new tank is installed and inspected by a different companySincerely, *** *** *** ***Consumers
Regards,
Wilford Parker

To whom it may concern: Regarding 12331954Thank you for taking the time to communicate to us why our service did not meet the expectations of a customer. We have every desire to address their needs and provide the best solution available to resolve the issue as soon as possible.On July 25, 2017 we...

installed a State 40 gallon gas water heater for [redacted] through his home warranty [redacted]. The following day the home owner did call us and notify us that the water heater we installed had a 5 inch dent on the outside of the tank. We apologized and explained to the home owner that the dent does not have any effect on the function or life of the heater. The outer shell of the tank is thin sheet metal and cosmetic defects are common and happen easily. There is adequate insulation between the tank and jacket which absorbs any shock and prevents any damage to the vessel. We let the home owner know that [redacted] supplied and delivered the tank to us and that we would contact [redacted] and notify them of the complaint.On July 27, 2017 we contacted [redacted] and gave them the customer’s information along with their complaint. We were under the impression that they would handle the situation. We then got another call from [redacted] stating that [redacted] never contacted him, we again called [redacted] and they advised us to let the home owner know to report the flaw to the manufacture because the warranty is through [redacted]. We spoke with [redacted] and explained to him that the proper procedure is to notify the manufacture of the defect.On September 1, 2017, in an effort to address the concerns of [redacted] we attempted to call the manufacture ([redacted] ###-###-####) to confirm with [redacted] the proper protocol and inquired about what we should do in this situation. They could not give me any information because I did not have the serial number off of the water heater, they said to have the owner of the water heater call them and give them the serial number of the tank and they will assist them on what to do in this situation. Unfortunately, the complaint is not with the installer Nussbaumer Plumbing but with the product from the manufacture [redacted]. We will be in contact with [redacted] in the coming days to make our best attempt in regaining his confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.Please accept our sincerest apology for any trouble or inconvenience we have caused Mr. [redacted] It’s our goal to satisfy our customers. Again, we highly appreciate any feedback as it will assist us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer.Your Truly, Todd N[redacted] ###-###-####