Phoenix Pumps, Inc.

Phoenix Pumps,IncS36thStPhoenix, AZ85040Revdex.com Serving Central, Northern and Western ArizonaNlihStreet,Phoenix, AZGrove Ave., Prescott, AZW16thStreet, Suite 205, Yuma,AZ85364602-264-1721, 928-772-3410, 928-919-7940ArizonaRevdex.com.orgTo
Whom It May Concern:Thank you for your letter (copy enclosed) explaining that we could provide our side of the disputePlease see enclosed the timeline of events from our service and repair manager We definitely feel thatwe went out of our way to assist the customer, even when the issue was found to be the customer's equipment,etc.Please let me know if you have questions. Best Regards,Douglas CB*** ***CFOPhoenix Pumps,IncResponse to *** *** complaint:On August 18, 2015, Phoenix Pumps quoted Mr*** a replacement pump, since his pump that came in was beyond economic repairWe provided two replacement options to Mr***, the first option which was the exact same Berkeley that he brought in for repair and the second option which was a Goulds pump that would be a direct replacement for his Berkeley pumpThe Goulds pump was approximately $less than the Berkeley Pump.On August 24, 2015, Mr*** responded to our email, stating that he was hoping to have his pump up and running for a third of the cost of the new Goulds that I was quoting him, and wanted reassurance that the new pump would have the same bolt patternWe responded, explaining that it would be more for the repair than it would be for a new, and that the new pump would fit.After my August email response, Patrick calledHe wanted to purchase the new pump, so we requested CC payment, since he does not have an account with usHe was irritated about this, and said that he wanted to pay with a check, but only wanted to pay half up front, and the other half upon deliveryMr*** was told that we would need to receive full payment prior to processing his orderHe said he would bring us a check for the pump, so we let him know that as soon as he brings the check, we will process his order.On September (over two weeks later), Mr*** showed up in will call with a blank check for the purchase of the new pumpHe wanted the pump right away, but we told him that it would probably be two weeks before it even arrived here at Phoenix Pumps (based on standard Goulds purchases)He did not want to pay an expedite fee, so we updated his quote to show shipping chargesMr*** was irritated about having to pay shipping fees, and started trying to get us to reduce themHe was told that we could not do that.On Sunday, September 13, (only three days after paying for his order), his emails and phone calls started coming in requesting shipping infoAgain he requested shipping information on September 15, but no information was available.We were working with the factory to determine when this pump would ship.On September 17, Mr*** called our purchasing department and was demanding his pump “now”We called him back and let him know that I was working on getting him an answer from the factory, and that we would let him know something as soon as they let us know.On Friday September 18, we got an answer from the factory, and sent Mr*** an email explaining why he has not received shipping information, and the extended lead time of the pumpUp to this point, his pump had not even reached the lead time that he was quotedWe explained to Mr*** that there was a delay at the factory and the pump would not until October 2ndThis is when Mr*** told our service coordinator that he was incompetent, and accused Phoenix Pumps of being adept at collecting funds, but incapable of timely deliveranceAt this point Mr*** was becoming difficult to work with and our service manager got directly involved to assist Mr***.On Friday September 18th Phoenix Pumps service manager contacted Mr*** and let him know that we would do everything we could do to try to get his new pump by September th when he needed itOnce again Mr*** was very difficult to deal with even when we were trying to resolve this issuePhoenix Pumps contacted the factory and were trying everything that we could think of to get the pump shipped to us so Mr*** would have it on the 24thOur factory representatives were telling us that it would be very difficult to get this pump through production and ready to ship by the 24thWe even requested that they ship the pump to us disassembled and we would assemble it at our shopAfter it became clear that the factory would be unable to get the pump to by the 24th, we decided to start looking at other options to make sure that we got our customer taken care of. Later on Friday September 18th we decided that the only real option that we had was to repair the pump that cost more to repair then the new pump that we had quoted Mr***We reevaluated the pump and checke d the availability of parts to see if we could get this pump repaired by September 24thIt turned out that the parts were available and we decided that we could make this happen by the 24th if we re-arraigned our schedule and made this a top priority.On Friday September 18th our service manager contacted Mr***Our Service Manager explained to Mr*** that the factory would not be able to ship the new Goulds pump in time to have it by September thOur service manager explained to Mr*** that we could repair his old pump and have it back to him by September24th if this option was acceptable to himOur service manager also explained to Mr*** that the repair of hisold pump would cost more than the new Goulds pump that was on orderIt was made clear to Mr*** that repairing this pump was his decision and that we would not charge him for the additional cost for the repairMr*** said that he completely agreed with this option and thanked our service manager for finding a solution to this problemWe also communicated to Mr*** that the spline shaft on his old pump was being replaced due to damage to the spline on his shaft and we suggested that he replace the flywheel coupling on his engine.On Thursday September 24th we completed the repairs to Mr***’s pump and he picked it up at our facilityMr*** thanked our service manager for making sure that his pump was repaired on timeMr*** also expressed that he felt he should get some money back because he was receiving a repaired pump instead of the new pumpOur service manager once again explained to Mr*** that the repair cost more than the new pump and that Phoenix Pumps was absorbing this additional cost as a good will gesture, Mr*** seemed to be fine with that.Later that day on September 24th Mr*** called and stated that he was having a hard time getting his pump to primeI suggested to Mr*** to check his suction line to make sure that his pump was not sucking air which would not allow the pump to primeHe stated that he would check his system, our service mana ger told Mr*** to call him back immediately if he continued to have problems and we could send our field service team out to assist himWe did not receive any additional calls.On Saturday September 26th Mr*** sent a text to our service manager stating that he was able to get his pumped primed and working on the 24th, however he was having a problem getting it to prime on the 26thHe also stated that he was going to return the pump for a full refund on Monday September 28thOur Service Manager responded to Mr***’s text, he told Mr*** that obviously the pump is working but you are continuing to have an issue getting the pump to primeOur service manager once again explained to Mr*** that this typeof issue is usually related to a problem with the suction side of the pump and we could send one of our field service techs out to evaluate his systemOur service manager also let Mr*** know that we would look at his pump again if he brought it back in on Monday if he did not want us to look at his system.On Monday September 28th, our service manager called Mr*** because he did not hear anything else from Mr*** after he sent his text on the 26thNow Mr*** claimed that he had to rent a pump from rain for rent because he could not get his pump to primeMr*** claimed that the tech from rain worked on his repaired pump trying to get it to prime and the rain for rent tech stated that the clearances were not set properly which would cause the pump not to primeOur shop manager explained to Mr*** that the rain for rent techwas mistaken because this type of pump has set clearances that are not adjustableHe also explained to Mr*** that the pump does work when he is able to get the pump primed that’s why we believe that there is a problem with the suction line on his system, We told Mr*** that all of the internal parts had been replaced on the pump and the only thing that may affect the pump not being able to prime would be the suction casing (volute)Again as a good will gesture to Mr*** we offered to send our field service tech out to troubleshoot and evaluate his system to determine the problemOnce again Mr*** declined this offer and insisted on bring the pump back to our shop to have us look at his pumpMr*** said he was going bring the pump back down to our shopAt this point our shop manager decided to order a new volute for the pump just to eliminate this as a possible problem (at no charge to the customer).On Tuesday September 29th Mr*** brought his pump back down to our facilityWe told Mr*** once again that we believed there is an issue with his system and the pump is not the problemOur service Manager also explained to Mr*** that we purchased a new volute for his pump just to eliminate that being a potential problem at no charge to himIt was also explained to Mr*** that we would look at his pump and install the new volute, we told him that it would be ready in an hour or twoWhen we removed the volute Mr***’spump on September 29th, we immediately noticed that the impeller bolt and washer was missing from his pump,which was installed on the pump when Mr*** picked it up on September 24thWe suspect that Mr***and the tech from rain for rent disassembled parts of the pump to try to adjust the impeller clearance, which is not possible with this pumpWe did not find anything else wrong so we replaced the missing impeller nut and washer, we installed the new volute and called Mr*** to inform his that his pump was ready on 9/29/His pump was not rebuilt twice, we just inspected it at no charge to the customer.Mr*** picked up his pump on 9/30/2015.On October 2nd Mr*** called us and stated that he was still having problems with his pump primingWe told Mr*** that his problem had to be in his system and he would have to allow us to send our field service tech out to troubleshoot his systemMr*** agreed and we scheduled our Field service tech for October th.On October 5th Phoenix Pumps field service tech arrived at Mr***’s property to troubleshoot his systemOur tech found the problem was with his plumbing on the suction side of his systemHis system was the root cause of his problems and he could of avoided all of these issues had he allowed us to troubleshoot his system on the 24th when he first started having these priming issuesWe would also like to point out that we did not charge Mr.*** for the field service visit which ultimately lead to identifying and resolving the root cause of his problem which was his system and not the repaired pump.We have since received e-mails from Mr*** on October 18th, 25th and 27th in each of these e-mail’s Mr*** is demanding that we pay him for the rental equipment that he decided to rent instead of having our field service team troubleshoot his system problem.Doug below is red font is my response to Mr***’s complaint to BBThe Phoenix Pumps field tech did provide some reccomendations for the intake side of the pump on October 5th, which is ancillary to the multiple delays I had in acquiring a working pump from Phoenix PumpsHis system was the main problem, which our field service tech identified the problem with his system and made recommendation which ultimately resolved his system issueAgain we did not charge him for and he would have had the same issues even if the new pump was not delayed.The new Gould replacement pump I prepaid for on September 10th, was to be delivered by September18th(- business days), at the latest (unforeseen delays at the factory)On September 14th, Ibegan multiple requests for a tracking number and delivery time, requests that were ignored by your salesman (the pump never shipped therefore there was no tracking number available)I was finally alerted on September 18th by said salesman, that the Gould pump would be delayed by an unacceptable additional weeks (we tried everything to get these pumps shipped out so Mr*** would have it by the 24th and the factory could not make it happen). Later that same day, you contacted me and suggested that we rebuild the previously designated "ENR" Berkley pump, which I agreed toThe rebuilt pump was "ready" the morning of September 24th, a week after the originally promised date for the new Gould pump of September 18thThe pump ran the afternoon of the 24th ( Mr*** called and stated that he was having a hard time getting his pump to primeI suggested to Mr*** to check his suction line to make sure that his pump was not sucking air which would not allow the pump to primeHe stated that he would check his system, our service manager told Mr*** to call him back immediately if he continued to have problems and we could send our field service team out to assist himWe did not receive any additional calls.) , but would not restart on Saturday, September 26thAs germination had begun with the first sprinkling, it was crucial that the soil remain damp, to continue the processIt was absolutely necessary that I sprinkle on September 26th, and I was forced to call on Rain for Rent in Chandler, for an emergency pump (he should have called us and we could have sent our field service team out to identify and resolve his system problem)We sprinkled again on September 28th,30th, and October 2nd and 4th.At your suggestion (Mr*** insisted that he bring the pump back to our shop and refused my offer to send our field service team to his property to troubleshoot his system), I returned the rebuilt Berkley pump to your shop on September 29th, for examinationYou contacted me later that same day, informing me that the fasteners used to attach the impeller, had come loose(not loose, missing), which would prevent the pump from starting and/or running(I never said this, I told him we suspected it was removed when the rain for rent tech was trying to set the clearance on a pump that you cannot set the clearance on, which voided our warranty)Additionally, you informed me that you would be replacing the Berkley pump cast iron housing (I told him this when he dropped the pump off, and that we would do it as a good will gesture and no charge to him)The twice rebuilt pump (it was not rebuilt twice) was finally ready the morning of October 2nd (it was ready on the 29th and he was notified), two full weeks after the original promised date of September 18th.I requested that one of your field techs be available for the first run of the twice rebuilt pump on October 5th, after the previous difficulties, and the need for rebuilding the pump a second time (the pump was not rebuilt a second time, we replaced the impeller bolt that Mr*** removed and installed the new volute that we replaced as a good will gesture just to eliminate a possible problem)As stated previously, your tech's suggestions included shortening or the removal of the lengthy intake pipe, in addition to removing the 1/inch breather valve, which you yourself had suggested installing on the top of the pump housingWith those changes made, the pump started easily, and the rental pump was returned to Rain for Rent on October 8th (Mr*** would not have had to rent any equipment if he would have allowed us to go out and troubleshoot his system when I suggested it on multipleoccasions), after a brief delay due to heavy rain.As you can clearly see from the time line, the need for the rental pump, was a direct result of multiple delays caused by both administrative (unforeseen delays at the factory) and mechanical errors(his system issues) made by Phoenix Pumps, Inc., and those rental fees($1328.54)(not our responsibility) should be paid by Phoenix Pumps, Inc., either directly to Rain for Rent, or in a refund to ***'s Trading Company

Thank you for allowing us to respond to this complaint, once again.
I have spoken with members of ownership, as well as all employees involved, and our response stands as previously stated.  We understand that Mr. [redacted] is frustrated, but the individuals that have been involved in our previous explanation/response are all individuals of high integrity.  We believe the explanations that they have provided, and thus we believe that we went above and beyond in working with Mr. [redacted] to remedy his issue.  We can tell you that we had multiple employees involved to help Mr. [redacted], which consequently cost our organization much labor and some material.  
Ultimately, we believe there to be major communication failures throughout this process and unfortunately Mr. [redacted] is not happy with our services.  We strongly believe we went to great extents to help Mr. [redacted], and we are very unpleased that this situation has come to this point.

Re: Phoenix Pump's accusation that me, my employees or Rain for Rent's delivery driver attempted any adjustments to the rebuilt pump from Phoenix Pumps. No one attempted any adjustments to the rebuilt pump. No one unbolted any parts, fasteners or any other parts. The pump was improperly rebuilt at Phoenix Pumps' shop, and as a direct result of that misassembled pump, combined with their mishandling of the original new pump replacement, we were forced to rent a pump from Rain for Rent.
Sincerely,
Pat [redacted]'s Trading Company

Re: Phoenix Pump's accusation that me, my employees or Rain for Rent's delivery driver attempted any adjustments to the rebuilt pump from Phoenix Pumps. No one attempted any adjustments to the rebuilt pump. No one unbolted any parts, fasteners or any other parts. The pump was improperly rebuilt at Phoenix Pumps' shop, and as a direct result of that misassembled pump, combined with their mishandling of the original new pump replacement, we were forced to rent a pump from Rain for Rent.Sincerely,Pat [redacted]'s Trading Company

Thank you for allowing us to respond to this complaint, once again.I have spoken with members of ownership, as well as all employees involved, and our response stands as previously stated.  We understand that Mr. [redacted] is frustrated, but the individuals that have been involved in our previous explanation/response are all individuals of high integrity.  We believe the explanations that they have provided, and thus we believe that we went above and beyond in working with Mr. [redacted] to remedy his issue.  We can tell you that we had multiple employees involved to help Mr. [redacted], which consequently cost our organization much labor and some material.  Ultimately, we believe there to be major communication failures throughout this process and unfortunately Mr. [redacted] is not happy with our services.  We strongly believe we went to great extents to help Mr. [redacted], and we are very unpleased that this situation has come to this point.

Phoenix Pumps,Inc.5100 S. 36th. St. Phoenix, AZ. 85040Revdex.com Serving Central, Northern and Western Arizona4428 N. lih. Street,Phoenix, AZ. 85014213 Grove Ave., Prescott, AZ. 86301350 W. 16th. Street, Suite 205, Yuma,AZ. 85364602-264-1721,...

928-772-3410, 928-919-7940ArizonaRevdex.com.orgTo Whom It May Concern:Thank you for your letter (copy enclosed) explaining that we could provide our side of the dispute. Please see enclosed the timeline of events from our service and repair manager.  We definitely feel thatwe went out of our way to assist the customer, even when the issue was found to be the customer's equipment,etc.Please let me know if you have questions. 
Best Regards,
Douglas C. B[redacted]
CFO
Phoenix Pumps,Inc
Response to [redacted] complaint:On August 18, 2015, Phoenix Pumps quoted Mr. [redacted] a replacement pump, since his pump that came in was beyond economic repair. We provided two replacement options to Mr. [redacted], the first option which was the exact same Berkeley that he brought in for repair and the second option which was a Goulds pump that would be a direct replacement for his Berkeley pump. The Goulds pump was approximately $1500.00 less than the Berkeley Pump.On August 24, 2015, Mr. [redacted] responded to our email, stating that he was hoping to have his pump up and running for a third of the cost of the new Goulds that I was quoting him, and wanted reassurance that the new pump would have the same bolt pattern. We responded, explaining that it would be more for the repair than it would be for a new, and that the new pump would fit.After my August 24 email response, Patrick called. He wanted to purchase the new pump, so we requested CC payment, since he does not have an account with us. He was irritated about this, and said that he wanted to pay with a check, but only wanted to pay half up front, and the other half upon delivery. Mr. [redacted] was told that we would need to receive full payment prior to processing his order. He said he would bring us a check for the pump, so we let him know that as soon as he brings the check, we will process his order.On September 10 (over two weeks later), Mr. [redacted] showed up in will call with a blank check for the purchase of the new pump. He wanted the pump right away, but we told him that it would probably be two weeks before it even arrived here at Phoenix Pumps (based on standard Goulds purchases). He did not want to pay an expedite fee, so we updated his quote to show shipping charges. Mr. [redacted] was irritated about having to pay shipping fees, and started trying to get us to reduce them. He was told that we could not do that.On Sunday, September 13, 2015 (only three days after paying for his order), his emails and phone calls started coming in requesting shipping info. Again he requested shipping information on September 15, but no information was available.We were working with the factory to determine when this pump would ship.On September 17, Mr. [redacted] called our purchasing department and was demanding his pump “now”. We called him back and let him know that I was working on getting him an answer from the factory, and that we would let him know something as soon as they let us know.On Friday September 18, we got an answer from the factory, and sent Mr. [redacted] an email explaining why he has not received shipping information, and the extended lead time of the pump. Up to this point, his pump had not even reached the lead time that he was quoted. We explained to Mr. [redacted] that there was a delay at the factory and the pump would not until October 2nd. This is when Mr. [redacted] told our service coordinator that he was incompetent, and accused Phoenix Pumps of being adept at collecting funds, but incapable of timely deliverance. At this point Mr. [redacted] was becoming difficult to work with and our service manager got directly involved to assist Mr. [redacted].On Friday September 18th Phoenix Pumps service manager contacted Mr. [redacted] and let him know that we would do everything we could do to try to get his new pump by September 24 th when he needed it. Once again Mr. [redacted] was very difficult to deal with even when we were trying to resolve this issue. Phoenix Pumps contacted the factory and were trying everything that we could think of to get the pump shipped to us so Mr. [redacted] would have it on the 24th. Our factory representatives were telling us that it would be very difficult to get this pump through production and ready to ship by the 24th. We even requested that they ship the pump to us disassembled and we would assemble it at our shop. After it became clear that the factory would be unable to get the pump to by the 24th, we decided to start looking at other options to make sure that we got our customer taken care of. Later on Friday September 18th we decided that the only real option that we had was to repair the pump that cost more to repair then the new pump that we had quoted Mr. [redacted]. We reevaluated the pump and checke d the availability of parts to see if we could get this pump repaired by September 24th. It turned out that the parts were available and we decided that we could make this happen by the 24th if we re-arraigned our schedule and made this a top priority.On Friday September 18th our service manager contacted Mr. [redacted]. Our Service Manager explained to Mr. [redacted] that the factory would not be able to ship the new Goulds pump in time to have it by September 24 th. Our service manager explained to Mr. [redacted] that we could repair his old pump and have it back to him by September24th if this option was acceptable to him. Our service manager also explained to Mr. [redacted] that the repair of hisold pump would cost more than the new Goulds pump that was on order. It was made clear to Mr. [redacted] that repairing this pump was his decision and that we would not charge him for the additional cost for the repair. Mr. [redacted] said that he completely agreed with this option and thanked our service manager for finding a solution to this problem. We also communicated to Mr. [redacted] that the spline shaft on his old pump was being replaced due to damage to the spline on his shaft and we suggested that he replace the flywheel coupling on his engine.On Thursday September 24th we completed the repairs to Mr. [redacted]’s pump and he picked it up at our facility. Mr. [redacted] thanked our service manager for making sure that his pump was repaired on time. Mr. [redacted] also expressed that he felt he should get some money back because he was receiving a repaired pump instead of the new pump. Our service manager once again explained to Mr. [redacted] that the repair cost more than the new pump and that Phoenix Pumps was absorbing this additional cost as a good will gesture, Mr. [redacted] seemed to be fine with that.Later that day on September 24th Mr. [redacted] called and stated that he was having a hard time getting his pump to prime. I suggested to Mr. [redacted] to check his suction line to make sure that his pump was not sucking air which would not allow the pump to prime. He stated that he would check his system, our service mana ger told Mr. [redacted] to call him back immediately if he continued to have problems and we could send our field service team out to assist him. We did not receive any additional calls.On Saturday September 26th Mr. [redacted] sent a text to our service manager stating that he was able to get his pumped primed and working on the 24th, however he was having a problem getting it to prime on the 26th. He also stated that he was going to return the pump for a full refund on Monday September 28th. Our Service Manager responded to Mr. [redacted]’s text, he told Mr. [redacted] that obviously the pump is working but you are continuing to have an issue getting the pump to prime. Our service manager once again explained to Mr. [redacted] that this typeof issue is usually related to a problem with the suction side of the pump and we could send one of our field service techs out to evaluate his system. Our service manager also let Mr. [redacted] know that we would look at his pump again if he brought it back in on Monday if he did not want us to look at his system.On Monday September 28th, our service manager called Mr. [redacted] because he did not hear anything else from Mr. [redacted] after he sent his text on the 26th. Now Mr. [redacted] claimed that he had to rent a pump from rain for rent because he could not get his pump to prime. Mr. [redacted] claimed that the tech from rain worked on his repaired pump trying to get it to prime and the rain for rent tech stated that the clearances were not set properly which would cause the pump not to prime. Our shop manager explained to Mr. [redacted] that the rain for rent techwas mistaken because this type of pump has set clearances that are not adjustable. He also explained to Mr. [redacted] that the pump does work when he is able to get the pump primed that’s why we believe that there is a problem with the suction line on his system, We told Mr. [redacted] that all of the internal parts had been replaced on the pump and the only thing that may affect the pump not being able to prime would be the suction casing (volute). Again as a good will gesture to Mr. [redacted] we offered to send our field service tech out to troubleshoot and evaluate his system to determine the problem. Once again Mr. [redacted] declined this offer and insisted on bring the pump back to our shop to have us look at his pump. Mr. [redacted] said he was going bring the pump back down to our shop. At this point our shop manager decided to order a new volute for the pump just to eliminate this as a possible problem (at no charge to the customer).On Tuesday September 29th Mr. [redacted] brought his pump back down to our facility. We told Mr. [redacted] once again that we believed there is an issue with his system and the pump is not the problem. Our service Manager also explained to Mr. [redacted] that we purchased a new volute for his pump just to eliminate that being a potential problem at no charge to him. It was also explained to Mr. [redacted] that we would look at his pump and install the new volute, we told him that it would be ready in an hour or two. When we removed the volute Mr. [redacted]’spump on September 29th,   we immediately noticed that the impeller bolt and washer was missing from his pump,which was installed on the pump when Mr. [redacted] picked it up on September 24th. We suspect that Mr. [redacted]and the tech from rain for rent disassembled parts of the pump to try to adjust the impeller clearance, which is not possible with this pump. We did not find anything else wrong so we replaced the missing impeller nut and washer, we installed the new volute and called Mr. [redacted] to inform his that his pump was ready on 9/29/2015. His pump was not rebuilt twice, we just inspected it at no charge to the customer.Mr. [redacted] picked up his pump on 9/30/2015.On October 2nd Mr. [redacted] called us and stated that he was still having problems with his pump priming. We told Mr. [redacted] that his problem had to be in his system and he would have to allow us to send our field service tech out to troubleshoot his system. Mr. [redacted] agreed and we scheduled our Field service tech for October 5 th.On October 5th Phoenix Pumps field service tech arrived at Mr. [redacted]’s property to troubleshoot his system. Our tech found the problem was with his plumbing on the suction side of his system. His system was the root cause of his problems and he could of avoided all of these issues had he allowed us to troubleshoot his system on the 24th when he first started having these priming issues. We would also like to point out that we did not charge Mr.[redacted] for the field service visit which ultimately lead to identifying and resolving the root cause of his problem which was his system and not the repaired pump.We have since received e-mails from Mr. [redacted] on October 18th, 25th and 27th in each of these e-mail’s Mr. [redacted] is demanding that we pay him for the rental equipment that he decided to rent instead of having our field service team troubleshoot his system problem.Doug below is red font is my response to Mr. [redacted]’s complaint to BBThe Phoenix Pumps field tech did provide some reccomendations for the intake side of the pump on October 5th, which is ancillary to the multiple delays I had in acquiring a working pump from Phoenix Pumps. His system was the main problem, which our field service tech identified the problem with his system and made recommendation which ultimately resolved his system issue. Again we did not charge him for and he would have had the same issues even if the new pump was not delayed.The new Gould replacement pump I prepaid for on September 10th, was to be delivered by September18th(5 - 7 business days), at the latest (unforeseen delays at the factory). On September 14th, Ibegan multiple requests for a tracking number and delivery time, requests that were ignored by your salesman (the pump never shipped therefore there was no tracking number available). I was finally alerted on September 18th by said salesman, that the Gould pump would be delayed by an unacceptable 2 additional weeks (we tried everything to get these pumps shipped out so Mr. [redacted] would have it by the 24th and the factory could not make it happen). Later that same day, you contacted me and suggested that we rebuild the previously designated "ENR" Berkley pump, which I agreed to. The rebuilt pump was "ready" the morning of September 24th, a week after the originally promised date for the new Gould pump of September 18th. The pump ran the afternoon of the 24th ( Mr. [redacted] called and stated that he was having a hard time getting his pump to prime. I suggested to Mr. [redacted] to check his suction line to make sure that his pump was not sucking air which would not allow the pump to prime. He stated that he would check his system, our service manager told Mr. [redacted] to call him back immediately if he continued to have problems and we could send our field service team out to assist him. We did not receive any additional calls.) , but would not restart on Saturday, September 26th. As germination had begun with the first sprinkling, it was crucial that the soil remain damp, to continue the process. It was absolutely necessary that I sprinkle on September 26th, and I was forced to call on Rain for Rent in Chandler, for an emergency pump (he should have called us and we could have sent our field service team out to identify and resolve his system problem). We sprinkled again on September 28th,30th, and October 2nd and 4th.At your suggestion (Mr. [redacted] insisted that he bring the pump back to our shop and refused my offer to send our field service team to his property to troubleshoot his system), I returned the rebuilt Berkley pump to your shop on September 29th, for examination. You contacted me later that same day, informing me that the fasteners used to attach the impeller, had come loose(not loose, missing), which would prevent the pump from starting and/or running(I never said this, I told him we suspected it was removed when the rain for rent tech was trying to set the clearance on a pump that you cannot set the clearance on, which voided our warranty). Additionally, you informed me that you would be replacing the Berkley pump cast iron housing (I told him this when he dropped the pump off, and that we would do it as a good will gesture and no charge to him). The twice rebuilt pump (it was not rebuilt twice) was finally ready the morning of October 2nd (it was ready on the 29th and he was notified), two full weeks after the original promised date of September 18th.I requested that one of your field techs be available for the first run of the twice rebuilt pump on October 5th, after the previous difficulties, and the need for rebuilding the pump a second time (the pump was not rebuilt a second time, we replaced the impeller bolt that Mr. [redacted] removed and installed the new volute that we replaced as a good will gesture just to eliminate a possible problem). As stated previously, your tech's suggestions included shortening or the removal of the lengthy intake pipe, in addition to removing the 1/4 inch breather valve, which you yourself had suggested installing on the top of the pump housing. With those changes made, the pump started easily, and the rental pump was returned to Rain for Rent on October 8th (Mr. [redacted] would not have had to rent any equipment if he would have allowed us to go out and troubleshoot his system when I suggested it on multipleoccasions), after a brief delay due to heavy rain.As you can clearly see from the time line, the need for the rental pump, was a direct result of multiple delays caused by both administrative (unforeseen delays at the factory) and mechanical errors(his system issues) made by Phoenix Pumps, Inc., and those rental fees($1328.54)(not our responsibility) should be paid by Phoenix Pumps, Inc., either directly to Rain for Rent, or in a refund to [redacted]'s Trading Company.

Re: Phoenix Pump's accusation that me, my employees or Rain for Rent's delivery driver attempted any adjustments to the rebuilt pump from Phoenix Pumps. No one attempted any adjustments to the rebuilt pump. No one unbolted any parts, fasteners or any other parts. The pump was improperly rebuilt at Phoenix Pumps' shop, and as a direct result of that misassembled pump, combined with their mishandling of the original new pump replacement, we were forced to rent a pump from Rain for Rent.
Sincerely,
Pat [redacted]'s Trading Company

Phoenix Pumps,Inc.5100 S. 36th. St. Phoenix, AZ. 85040Revdex.com Serving Central, Northern and Western Arizona4428 N. lih. Street,Phoenix, AZ. 85014213 Grove Ave., Prescott, AZ. 86301350 W. 16th. Street, Suite 205, Yuma,AZ. 85364602-264-1721,...

928-772-3410, 928-919-7940ArizonaRevdex.com.orgTo Whom It May Concern:Thank you for your letter (copy enclosed) explaining that we could provide our side of the dispute. Please see enclosed the timeline of events from our service and repair manager.  We definitely feel thatwe went out of our way to assist the customer, even when the issue was found to be the customer's equipment,etc.Please let me know if you have questions. 
Best Regards,
Douglas C. B[redacted]
CFO
Phoenix Pumps,Inc
Response to [redacted] complaint:On August 18, 2015, Phoenix Pumps quoted Mr. [redacted] a replacement pump, since his pump that came in was beyond economic repair. We provided two replacement options to Mr. [redacted], the first option which was the exact same Berkeley that he brought in for repair and the second option which was a Goulds pump that would be a direct replacement for his Berkeley pump. The Goulds pump was approximately $1500.00 less than the Berkeley Pump.On August 24, 2015, Mr. [redacted] responded to our email, stating that he was hoping to have his pump up and running for a third of the cost of the new Goulds that I was quoting him, and wanted reassurance that the new pump would have the same bolt pattern. We responded, explaining that it would be more for the repair than it would be for a new, and that the new pump would fit.After my August 24 email response, Patrick called. He wanted to purchase the new pump, so we requested CC payment, since he does not have an account with us. He was irritated about this, and said that he wanted to pay with a check, but only wanted to pay half up front, and the other half upon delivery. Mr. [redacted] was told that we would need to receive full payment prior to processing his order. He said he would bring us a check for the pump, so we let him know that as soon as he brings the check, we will process his order.On September 10 (over two weeks later), Mr. [redacted] showed up in will call with a blank check for the purchase of the new pump. He wanted the pump right away, but we told him that it would probably be two weeks before it even arrived here at Phoenix Pumps (based on standard Goulds purchases). He did not want to pay an expedite fee, so we updated his quote to show shipping charges. Mr. [redacted] was irritated about having to pay shipping fees, and started trying to get us to reduce them. He was told that we could not do that.On Sunday, September 13, 2015 (only three days after paying for his order), his emails and phone calls started coming in requesting shipping info. Again he requested shipping information on September 15, but no information was available.We were working with the factory to determine when this pump would ship.On September 17, Mr. [redacted] called our purchasing department and was demanding his pump “now”. We called him back and let him know that I was working on getting him an answer from the factory, and that we would let him know something as soon as they let us know.On Friday September 18, we got an answer from the factory, and sent Mr. [redacted] an email explaining why he has not received shipping information, and the extended lead time of the pump. Up to this point, his pump had not even reached the lead time that he was quoted. We explained to Mr. [redacted] that there was a delay at the factory and the pump would not until October 2nd. This is when Mr. [redacted] told our service coordinator that he was incompetent, and accused Phoenix Pumps of being adept at collecting funds, but incapable of timely deliverance. At this point Mr. [redacted] was becoming difficult to work with and our service manager got directly involved to assist Mr. [redacted].On Friday September 18th Phoenix Pumps service manager contacted Mr. [redacted] and let him know that we would do everything we could do to try to get his new pump by September 24 th when he needed it. Once again Mr. [redacted] was very difficult to deal with even when we were trying to resolve this issue. Phoenix Pumps contacted the factory and were trying everything that we could think of to get the pump shipped to us so Mr. [redacted] would have it on the 24th. Our factory representatives were telling us that it would be very difficult to get this pump through production and ready to ship by the 24th. We even requested that they ship the pump to us disassembled and we would assemble it at our shop. After it became clear that the factory would be unable to get the pump to by the 24th, we decided to start looking at other options to make sure that we got our customer taken care of. Later on Friday September 18th we decided that the only real option that we had was to repair the pump that cost more to repair then the new pump that we had quoted Mr. [redacted]. We reevaluated the pump and checke d the availability of parts to see if we could get this pump repaired by September 24th. It turned out that the parts were available and we decided that we could make this happen by the 24th if we re-arraigned our schedule and made this a top priority.On Friday September 18th our service manager contacted Mr. [redacted]. Our Service Manager explained to Mr. [redacted] that the factory would not be able to ship the new Goulds pump in time to have it by September 24 th. Our service manager explained to Mr. [redacted] that we could repair his old pump and have it back to him by September24th if this option was acceptable to him. Our service manager also explained to Mr. [redacted] that the repair of hisold pump would cost more than the new Goulds pump that was on order. It was made clear to Mr. [redacted] that repairing this pump was his decision and that we would not charge him for the additional cost for the repair. Mr. [redacted] said that he completely agreed with this option and thanked our service manager for finding a solution to this problem. We also communicated to Mr. [redacted] that the spline shaft on his old pump was being replaced due to damage to the spline on his shaft and we suggested that he replace the flywheel coupling on his engine.On Thursday September 24th we completed the repairs to Mr. [redacted]’s pump and he picked it up at our facility. Mr. [redacted] thanked our service manager for making sure that his pump was repaired on time. Mr. [redacted] also expressed that he felt he should get some money back because he was receiving a repaired pump instead of the new pump. Our service manager once again explained to Mr. [redacted] that the repair cost more than the new pump and that Phoenix Pumps was absorbing this additional cost as a good will gesture, Mr. [redacted] seemed to be fine with that.Later that day on September 24th Mr. [redacted] called and stated that he was having a hard time getting his pump to prime. I suggested to Mr. [redacted] to check his suction line to make sure that his pump was not sucking air which would not allow the pump to prime. He stated that he would check his system, our service mana ger told Mr. [redacted] to call him back immediately if he continued to have problems and we could send our field service team out to assist him. We did not receive any additional calls.On Saturday September 26th Mr. [redacted] sent a text to our service manager stating that he was able to get his pumped primed and working on the 24th, however he was having a problem getting it to prime on the 26th. He also stated that he was going to return the pump for a full refund on Monday September 28th. Our Service Manager responded to Mr. [redacted]’s text, he told Mr. [redacted] that obviously the pump is working but you are continuing to have an issue getting the pump to prime. Our service manager once again explained to Mr. [redacted] that this typeof issue is usually related to a problem with the suction side of the pump and we could send one of our field service techs out to evaluate his system. Our service manager also let Mr. [redacted] know that we would look at his pump again if he brought it back in on Monday if he did not want us to look at his system.On Monday September 28th, our service manager called Mr. [redacted] because he did not hear anything else from Mr. [redacted] after he sent his text on the 26th. Now Mr. [redacted] claimed that he had to rent a pump from rain for rent because he could not get his pump to prime. Mr. [redacted] claimed that the tech from rain worked on his repaired pump trying to get it to prime and the rain for rent tech stated that the clearances were not set properly which would cause the pump not to prime. Our shop manager explained to Mr. [redacted] that the rain for rent techwas mistaken because this type of pump has set clearances that are not adjustable. He also explained to Mr. [redacted] that the pump does work when he is able to get the pump primed that’s why we believe that there is a problem with the suction line on his system, We told Mr. [redacted] that all of the internal parts had been replaced on the pump and the only thing that may affect the pump not being able to prime would be the suction casing (volute). Again as a good will gesture to Mr. [redacted] we offered to send our field service tech out to troubleshoot and evaluate his system to determine the problem. Once again Mr. [redacted] declined this offer and insisted on bring the pump back to our shop to have us look at his pump. Mr. [redacted] said he was going bring the pump back down to our shop. At this point our shop manager decided to order a new volute for the pump just to eliminate this as a possible problem (at no charge to the customer).On Tuesday September 29th Mr. [redacted] brought his pump back down to our facility. We told Mr. [redacted] once again that we believed there is an issue with his system and the pump is not the problem. Our service Manager also explained to Mr. [redacted] that we purchased a new volute for his pump just to eliminate that being a potential problem at no charge to him. It was also explained to Mr. [redacted] that we would look at his pump and install the new volute, we told him that it would be ready in an hour or two. When we removed the volute Mr. [redacted]’spump on September 29th,   we immediately noticed that the impeller bolt and washer was missing from his pump,which was installed on the pump when Mr. [redacted] picked it up on September 24th. We suspect that Mr. [redacted]and the tech from rain for rent disassembled parts of the pump to try to adjust the impeller clearance, which is not possible with this pump. We did not find anything else wrong so we replaced the missing impeller nut and washer, we installed the new volute and called Mr. [redacted] to inform his that his pump was ready on 9/29/2015. His pump was not rebuilt twice, we just inspected it at no charge to the customer.Mr. [redacted] picked up his pump on 9/30/2015.On October 2nd Mr. [redacted] called us and stated that he was still having problems with his pump priming. We told Mr. [redacted] that his problem had to be in his system and he would have to allow us to send our field service tech out to troubleshoot his system. Mr. [redacted] agreed and we scheduled our Field service tech for October 5 th.On October 5th Phoenix Pumps field service tech arrived at Mr. [redacted]’s property to troubleshoot his system. Our tech found the problem was with his plumbing on the suction side of his system. His system was the root cause of his problems and he could of avoided all of these issues had he allowed us to troubleshoot his system on the 24th when he first started having these priming issues. We would also like to point out that we did not charge Mr.[redacted] for the field service visit which ultimately lead to identifying and resolving the root cause of his problem which was his system and not the repaired pump.We have since received e-mails from Mr. [redacted] on October 18th, 25th and 27th in each of these e-mail’s Mr. [redacted] is demanding that we pay him for the rental equipment that he decided to rent instead of having our field service team troubleshoot his system problem.Doug below is red font is my response to Mr. [redacted]’s complaint to BBThe Phoenix Pumps field tech did provide some reccomendations for the intake side of the pump on October 5th, which is ancillary to the multiple delays I had in acquiring a working pump from Phoenix Pumps. His system was the main problem, which our field service tech identified the problem with his system and made recommendation which ultimately resolved his system issue. Again we did not charge him for and he would have had the same issues even if the new pump was not delayed.The new Gould replacement pump I prepaid for on September 10th, was to be delivered by September18th(5 - 7 business days), at the latest (unforeseen delays at the factory). On September 14th, Ibegan multiple requests for a tracking number and delivery time, requests that were ignored by your salesman (the pump never shipped therefore there was no tracking number available). I was finally alerted on September 18th by said salesman, that the Gould pump would be delayed by an unacceptable 2 additional weeks (we tried everything to get these pumps shipped out so Mr. [redacted] would have it by the 24th and the factory could not make it happen). Later that same day, you contacted me and suggested that we rebuild the previously designated "ENR" Berkley pump, which I agreed to. The rebuilt pump was "ready" the morning of September 24th, a week after the originally promised date for the new Gould pump of September 18th. The pump ran the afternoon of the 24th ( Mr. [redacted] called and stated that he was having a hard time getting his pump to prime. I suggested to Mr. [redacted] to check his suction line to make sure that his pump was not sucking air which would not allow the pump to prime. He stated that he would check his system, our service manager told Mr. [redacted] to call him back immediately if he continued to have problems and we could send our field service team out to assist him. We did not receive any additional calls.) , but would not restart on Saturday, September 26th. As germination had begun with the first sprinkling, it was crucial that the soil remain damp, to continue the process. It was absolutely necessary that I sprinkle on September 26th, and I was forced to call on Rain for Rent in Chandler, for an emergency pump (he should have called us and we could have sent our field service team out to identify and resolve his system problem). We sprinkled again on September 28th,30th, and October 2nd and 4th.At your suggestion (Mr. [redacted] insisted that he bring the pump back to our shop and refused my offer to send our field service team to his property to troubleshoot his system), I returned the rebuilt Berkley pump to your shop on September 29th, for examination. You contacted me later that same day, informing me that the fasteners used to attach the impeller, had come loose(not loose, missing), which would prevent the pump from starting and/or running(I never said this, I told him we suspected it was removed when the rain for rent tech was trying to set the clearance on a pump that you cannot set the clearance on, which voided our warranty). Additionally, you informed me that you would be replacing the Berkley pump cast iron housing (I told him this when he dropped the pump off, and that we would do it as a good will gesture and no charge to him). The twice rebuilt pump (it was not rebuilt twice) was finally ready the morning of October 2nd (it was ready on the 29th and he was notified), two full weeks after the original promised date of September 18th.I requested that one of your field techs be available for the first run of the twice rebuilt pump on October 5th, after the previous difficulties, and the need for rebuilding the pump a second time (the pump was not rebuilt a second time, we replaced the impeller bolt that Mr. [redacted] removed and installed the new volute that we replaced as a good will gesture just to eliminate a possible problem). As stated previously, your tech's suggestions included shortening or the removal of the lengthy intake pipe, in addition to removing the 1/4 inch breather valve, which you yourself had suggested installing on the top of the pump housing. With those changes made, the pump started easily, and the rental pump was returned to Rain for Rent on October 8th (Mr. [redacted] would not have had to rent any equipment if he would have allowed us to go out and troubleshoot his system when I suggested it on multipleoccasions), after a brief delay due to heavy rain.As you can clearly see from the time line, the need for the rental pump, was a direct result of multiple delays caused by both administrative (unforeseen delays at the factory) and mechanical errors(his system issues) made by Phoenix Pumps, Inc., and those rental fees($1328.54)(not our responsibility) should be paid by Phoenix Pumps, Inc., either directly to Rain for Rent, or in a refund to [redacted]'s Trading Company.

Thank you for allowing us to respond to this complaint, once again.
I have spoken with members of ownership, as well as all employees involved, and our response stands as previously stated.  We understand that Mr. [redacted] is frustrated, but the individuals that have been involved in our previous explanation/response are all individuals of high integrity.  We believe the explanations that they have provided, and thus we believe that we went above and beyond in working with Mr. [redacted] to remedy his issue.  We can tell you that we had multiple employees involved to help Mr. [redacted], which consequently cost our organization much labor and some material.  
Ultimately, we believe there to be major communication failures throughout this process and unfortunately Mr. [redacted] is not happy with our services.  We strongly believe we went to great extents to help Mr. [redacted], and we are very unpleased that this situation has come to this point.