Patriot Water Heater Company

Whom it may concern,We here at Patriot Water Heater Coreceived a letter from Revdex.com regarding a complaint a customer had recently filedThe homeowner *** *** filed a complaint on April 4th and 12:amFrom what I understand the client was unhappy with time span he had
to waitHe initially called us in February but was unable to afford the service feeHe later called in March of this year to have someone come diagnose the problem he was having with his hot waterAfter this call followed our first dispatch to this homeowner.Patriot is an authorized service provider for *** gave him our information and referred him to our companyI don't know how much knowledge you have on warranty work but, we cannot go out to a homeowner to do any diagnosis, installs, repairs, or services without having authorization from themWith this, after our first dispatch the homeowner then called back stating the issue was still presentSo, we asked that he contact *** again to get another authorization number so he could avoid any unnecessary chargesThe homeowner was highly upset when we made this requestAlthough, it was the same authorization as the first time we were dispatched we have no way of knowing thatSo, if we have to return to the home for any further issues we ask them to first contact the warranty providersThose are the policies we have in place.He also stated in his complaint that no one showed for his appointment, he never received a confirmation call, and he was charged $in feesAll of which is untrueI have information logged, dated, and time stamped for our attempts to call him to confirm and the invoice of only $dollars that we collected.I notified the customer yesterday 4/9/to confirm an appointment we had set for today 4/10/for the installation of a part for his water heater system and he made it known to me he was pretty happy with our service and was willing to drop this complaintHowever, we already notified *** to cancel the serviceWe did not want to have any further issues with this customer due to him providing informationIn turn, we recommended for them to offer another service provider.I have ail the information I need to dispute this complaintAll of our calls are recorded and put in our system along with the information passed between customer and our service providers.Thank you for your time,

Review: My hot water heater has been not working all winter. We have a [redacted] and discovered it was still under warranty, I contacted the warranty department and they gave me the name of the Patriot water heater company. After contacting them they came out and serviced the unit. told me exactly what to do to know my hot water was back. I followed the instructions to the letter. There was still no hot water. I contacted them to let them know, they refused to come back till I got a new authorization number. after calling them they said the company was to use the same number when they originally came. I was told I'd be contacted as to when they were coming, I wasn't. I was given a time frame of between 9 am to 1 pm. no one came. I called and they claimed they tried to call. which is false.this house has been without Hot Water all winter. boiling water for bathing and doing dishes etc.I am not happy with how I have been treated. Something must be done to secure prompt service especially when it comes to a hot water heater.Desired Settlement: I spent about $300 to have the heater looked at plus labor fees. I would at least like that $300 returned for failure to give good service and repair the hot water heater right the first time.

Business

Response:

Whom it may concern,We here at Patriot Water Heater Co. received a letter from Revdex.com regarding a complaint a customer had recently filed. The homeowner [redacted] filed a complaint on April 4th and 12:00 am. From what I understand the client was unhappy with time span he had to wait. He initially called us in February but was unable to afford the service fee. He later called in March of this year to have someone come diagnose the problem he was having with his hot water. After this call followed our first dispatch to this homeowner.Patriot is an authorized service provider for [redacted] gave him our information and referred him to our company. I don't know how much knowledge you have on warranty work but, we cannot go out to a homeowner to do any diagnosis, installs, repairs, or services without having authorization from them. With this, after our first dispatch the homeowner then called back stating the issue was still present. So, we asked that he contact [redacted] again to get another authorization number so he could avoid any unnecessary charges. The homeowner was highly upset when we made this request. Although, it was the same authorization as the first time we were dispatched we have no way of knowing that. So, if we have to return to the home for any further issues we ask them to first contact the warranty providers. Those are the policies we have in place.He also stated in his complaint that no one showed for his appointment, he never received a confirmation call, and he was charged $300 in fees. All of which is untrue. I have information logged, dated, and time stamped for our attempts to call him to confirm and the invoice of only $115.00 dollars that we collected.I notified the customer yesterday 4/9/14 to confirm an appointment we had set for today 4/10/14 for the installation of a part for his water heater system and he made it known to me he was pretty happy with our service and was willing to drop this complaint. However, we already notified [redacted] to cancel the service. We did not want to have any further issues with this customer due to him providing false information. In turn, we recommended for them to offer another service provider.I have ail the information I need to dispute this complaint. All of our calls are recorded and put in our system along with the information passed between customer and our service providers.Thank you for your time,