Rehabilitation Specialists

Dear Mr. [redacted],
Thank you for contacting the Revdex.com regarding the recent shower door issue for Ms. [redacted] back on July 25, 2016.  The manufacturer of the shower door is our sister company Liberty Shower Doors.  They have been in contact with you for this resolutions.  If you should...

need further help let me know.  As this is not a DFC manufactured product you will need to work with Liberty Shower Doors directly for resolution.
Here are a few notes from our contact at Libery Shower Doors - Gene B[redacted] at Liberty -
After speaking with [redacted] I find that we immediately  assisted this customer with glass replacement on July 25th  per the correspondence below under the name of [redacted] which is why I didn’t find it the first time. If there was another issue not sure why they didn’t reach back out to us via our confirmation. Not sure where we dropped the ball  but it looks as the glass shattered twice and they purchased a replacement panel and were never reimbursed. The $590.00 amount below is not the refund amount being requested. There is another shower door involved but it belonged to the contractor and is not a part of this issue. Not sure why this ended up with the Revdex.com.
Now that I have solid information I will need to follow back up to confirm the refund amount which is $139.00 per the receipt. As far as a Revdex.com post from us-there are probably several options but I will finish processing the refund and have all the facts of this case .
I have reached out to [redacted] a few more times in order to resolve. [redacted] now says the refund amount the he is requesting is $546.72 as noted below. I’ve asked for medical documentation and left him a voice mail to help verify the breakdown of the requested amount. I’m sure he will follow up with me but not sure how soon I can get information. And now that a medical claim has come up when it didn’t previously it will need to go to Masco. As far as the Revdex.com –we have adhered to our standard operating procedures which are quite extensive as well as followed up to be as timely as we can.
 
 
Regards,
 
Gene B[redacted]
Sr Customer Care Tech Provider
800-542-3789 Ext 6868
Fax 336.293.1798
 
 
 
Thank you!
Rhea Z[redacted]
Sr. Consumer Specialist
Delta Faucet Company
Phone: 317-848-0775
Email: [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

Dear Mr. and Mrs. [redacted],Thank you for contacting Delta Faucet Company through the Revdex.com.  Please accept my sincere apology for the inconvenience you have experienced.I would be more than happy to help get you a resolution with your two tubs.  I would like to offer you the...

following for resolution.1.    Submit copies of the proof of purchase from when these were installed to your home.  We will be happy to refund you the money for these units. (Then you can go out and purchase whatever you would like to replace the units with.)2.    Submit 2 estimates of having the 2 units replaced for us to approve the amount that we will cover for the labor reimbursements. Please submit these to me personally for review and follow up at the following address. Delta Faucet CompanyRhea[redacted]-Consumer Escalation55 E. 111th StreetIndianapolis, IN 46280Or you may email me directly at [redacted]@deltafaucet.com We appreciate you and your business.Thank you!Rhea[redacted]Consumer Engagement –Escalation LeadDelta Faucet CompanyPhone: 317-848-0775Email: [redacted]@deltafaucet.com

Dear [redacted],
Thank you for reaching out to the Revdex.com regarding your touch faucet.  Please accept my sincere apology for the inconvenience you have experienced.
Unfortunatly I can not find any of the contacts into our call center that you have previously made by your name and phone...

number.  As for resolution, I will be sending out a new non-touch faucet to you to have your touch replaced.  If you are having a plumber install this new faucet, please send me a copy of that labor billing and I'll be happy to refund you those charges as well.
I will be reaching out to you via the phone for the exact address for shipping purposes and will be sending you a call tag to have the old faucet sent back to me here for quality to review your faucet's issue.
We appreicate you and your business. 
Thank you!
Rhea [redacted]
Sr. Consumer Specialist
Delta Faucet Company
Phone: [redacted]
Email: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] I will send them the receipt again for the THIRD TIME!     I will send photos for the SECOND TIME!   How do I do so?  Please assist me in this.   I want this resolved and don't want more back and forth.    I can only attach one item to this, so I chose to attach the receipt.   How do I send the pictures too? 
Regards,
[redacted]

We think the Delta warranty would include parts and labor.  Our worry is about the faucet not shutting off sometimes.  Delta has directed us to contact a local plumber for installing the service part that Delta had sent to us.  My worry is that the plumber may be unable to repair the...

problem by installing Delta's service part.  And what then?  .Our original request of Delta was for them to dispatch a service person to install the part that they had sent us

Dear [redacted] Family,
Thank you for writing to the Revdex.com regarding your recent issue with the pull out hose on your faucet.  Please accept my sincere apology for the inconvenicne you have experienced with your kitchen faucet.
Unfortunately our warranty does not cover the labor charges, see what our warranty states below about Labor.
What Is Not CoveredAny labor charges incurred by the purchaser to repair, replace, install or remove this product are not covered by this warranty. Delta Faucet Company shall not be liable for any damage to the faucet resulting from reasonable wear and tear, misuse, abuse, neglect or improper or incorrectly performed installation, maintenance or repair, including failure to follow the applicable care and cleaning instructions. Delta Faucet Company recommends using a professional plumber for all installation and repair. We also recommend that you use only genuine Delta® replacement parts.
 
LIMITED WARRANTY ON DELTA® FAUCETS
Parts and FinishAll parts (other than electronic parts and batteries) and finishes of this Delta® faucet are warranted to the original consumer purchaser to be free from defects in material and workmanship for as long as the original consumer purchaser owns the home in which the faucet was first installed or, for commercial users, for five (5) years from the date of purchase.
What We Will DoDelta Faucet Company will  replace, free of charge, during the applicable warranty period, any part that proves defective in material and/or workmanship under normal installation, use and service. If repair or replacement is not practical, Delta Faucet Company may elect to refund the purchase price in exchange for the return of the product.  These are your exclusive remedies.
If you should need further assistances let me know.
Thank you!
Rhea Z[redacted]
Sr. Consumer Specialist
Delta Faucet Company
Phone: 317-848-0775
Email: [email protected]

Dear Mr. [redacted],Thank you for reaching out to the Revdex.com regarding your touch faucet not working properly.  Please accept my sincere apology for the inconvenience you have/are experiencing.Unfortunately, Delta Faucet Company does not staff Plumbers to send out for repairs on our faucets today.With that said I would be happy to help get this faucet up and working properly for you.  I can reach out to our Reps in your area to have them recommend a plumber for you to call and have the work done.  As one-time customer courtesy, I'll pay for the plumber’s fee if you will send me a copy of the bill.  This being we will write you a check for the billing of the plumber’s fee for the reimbursement.I have personally reviewed your case in our warranty system and we show sending a new solenoid that was for the original faucet you stated, since you have the 19940T -SD-dst model, we would have to send you the correct new solenoid. There are some things you should know about the faucet.  It will shut off automatically within 4 minutes of not being touched, this is a safety feature.  If the faucet is leaking then the solenoid is not closing all of the way and you will need a new one.Please let me know how you would like to resolve this issue.Thank you.Rhea Z[redacted]. Sr. Consumer Specialist; phone: 317-848-0775; email: [email protected]

Dear Ms. [redacted],Thank you for your reply, unfortunately without a receipt of purchase we are not able to refund you the $100 you are requesting.  Our warranty covers repair parts to fix your faucet.Our only other option would be to have you go out and purchase a new faucet, have it installed.  Send us back the faucet in question that is leaking for our evaluation.  Understand that reimbursement request are beyond the scope of the Delta Faucet Warranty and will undergo an increased level of scrutiny regarding claimed product failures.  Along with this faucet being returned you would need to submit the receipts for both old and new faucets, any labor billings or damage claims, receipt for shipping cost back to us here.  Once, the faucet has been received back and evaluated you will receive a report of this evaluation.  If the report shows the faucet to have a non conforming part (s), then and only then would a refund be processed.  If the faucet shows to be fine and in working order no refund would be paid out.I look forward to hearing from you soon.Thank you.Rhea Z[redacted]Sr. Consumer Specialist.

Dear Mr. [redacted], Thank you for contacting the Revdex.com regarding your recent faucet issue.  Please accept my sincere apology for the inconvenience you have experienced.  Delta has a program with the Home Depot that they should have taken the defective faucet back for you.  I am sorry they...

did not do this.I would be happy to refund your purchased price for the faucet you purchased at home depot.  All I will need is a copy of the receipt that you purchased the faucet for us to refund this to you.Please know that Delta Faucet Company does stand behind our products 100%.Unfortunately, you did not give me a full address to be able to mail out a check once we have a copy of the receipt.You may contact me directly at the following phone number [redacted] or email address at [redacted].  Email me a copy of the receipt, or you may mail me a copy at the following address: [redacted]Delta Faucet Company 55 E. 111th StreetIndianapolis, IN 46280if you should have further question let me know.We appreciate you and your business.Thank you![redacted]Consumer Engagement –Escalation LeadDelta Faucet CompanyPhone: [redacted]Email: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] Hello,We still have not yet received or been assured that we will be reimbursed for our purchase. This is unacceptable. Please note that we still haven't received our replacement part, even though we don't need it anymore. The response indicates that we should have received it today. This is just an indication of how poor the warranty service has been. Thank you.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

Dear Mr. [redacted],Thank you for your response back to the Revdex.com regarding our fulfilling the warranty claim you made with our company.  Our warranty is for replacement parts not full faucets.  We show that you contact us through the contact us form from our website and put in the model # P188501LF-SS with a purchase date of 01/05/2009.Since, we have received incorrect information about the faucet you had the complaint on, we will need the following to get this resolved for you.  We will need photos of the faucet you have installed with low flow to better identify the faucet with the issue.  Please submit these pictures to me directly ([email protected]) or mail them to me at Delta Faucet Co.; ATTN: Rhea Zink ; 55 E. 111th Street; Indianapolis, IN 46280.  We will need photos of the faucet from above the sink with the sprayer included in the pictures, and close up to show the words Peerless under the spout.  Without these photos we will not be able to help you any further as we have fulfilled your warranty claim over and above our normal warranty as a one-time consumer courtesy with a replacement faucet.Unfortunately, the Revdex.com did not allow me to see any photos you may have sent in of the faucet you received.  Please email  or call me directly so that we can get this resolved for you. Thank you.Rhea Z[redacted], Sr. Consumer Specialist317-848-0775 phone

Dear Mr. [redacted], Thank you for reaching out to the Revdex.com regarding your recent issue with your Delta Faucet.  Please accept my sincere apology for the inconvenience you have experienced.I understand that you have our P188501LF-SS model which has a limited lifetime warranty from Peerless...

Faucet.  This warranty covers replacement parts for the faucet not replacement faucets.As a one-time customer courtesy, I will be sending out a new faucet to you, due to the fact that you have had to replace the sprayer twice and it has not stopped leaking.If you should need further help in this matter let me know.Thank you!Rhea Z[redacted]Sr. Consumer SpecialistDelta Faucet CompanyPhone: 317-848-0775Email: [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.First, Ms. [redacted] cites the limited warranty however in my first email I ask what that warranty is and am never giving a response until just now.  I have attached the limited warranty clause in my installation paperwork for the shower unit and no where in that clause does it cite that I need the original receipt.  Second, in my original email I say that I cannot provide the original receipt but I can provide other supportive documentation.  Again, I am not told at this time that an original receipt needed to be required.  I am only told that I can take a refund or have the unit replaced.  I am then given links for which shower unit is comparable.  Third, I did deny replacing the unit as a) further paperwork would have to be filled out by me and b) I could go a [redacted] 1/2 hour away and pick up a new unit myself.  I have denied this option as I am 9 months pregnant and this option is unrealistic.  Last, in the links of the comparable shower unit no where does it say  "retail" price.  Ms. [redacted] cites that this "retail" price is not what I would pay for the unit therefore the refund of $880 is short-changed down to $400-350.  I have attached this email as again there is no where it cites this is not what I would get in return.  I have not seen any evidence to support why I should NOT get a full refund of $880.  I am a truthful and honest person and am not looking for further stress as my baby boy will be arriving in 2 weeks.  That said, I would settle this claim and sign a release for $675.  Best and final.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In the response from Rhea [redacted], she said that she would personally overnight these checks via UPS yesterday morning(7/9/15)and would be calling me with the tracking number. I (Mrs. [redacted]) called her approximately 2:30 pm yesterday(7/9/15) to see if the checks had been sent overnight via UPS like she said she would do and what was the tracking number. She said that she had taken the checks down to the mail room and told (them) to overnight the checks and that she still did not have the tracking number for the overnight UPS. She said she would call me back at 4:30pm yesterday(7/9/15) to get more information about the checks, but she never did. I attempted to call her several times and so did my husband,and we only got her voicemail and we left several messages asking her to call us back,but she never called us back. I feel like Rhea [redacted] and Delta Faucet has been stalling and been giving us the run around and not doing what they say they will do.
 
Regards,
[redacted]

Dear Mr. and Mrs. [redacted],Thank you for contacting the Revdex.com regarding your recent issue with your Delta Kitchen Faucet.  Please accept my sincere apology for the inconvenience you have experienced.We are showing that the first order that was placed was delivered to you by your local post office...

on 11/15/2016, this was last Tuesday.  This would have been with your local mail that you receive from your post office.  I understand this was the wrong part sent to you.I show that we did place a new order for you on the 11/15/2016 and this part is at your local post office for delivery most likely today.I agree this 2nd order should have been put on a 2nd day air shipment and it was not.  This is error of our warranty department not placing the order correctly.  I see that you have gone out to [redacted] Plumbing and purchased the part RP44647 for the repair of your kitchen faucet.  I’ll be submitting a request for the $83.42 based on the copy of the receipt attached to your case in our files.  This is being processed today as a one-time customer courtesy for your case. Our normal reimbursement requests are not processed this quickly. Please know that reimbursement request is beyond the scope of the Delta faucet Warranty and will undergo an increased level of scrutiny regarding claimed product failure.  If you should have further questions or need assistance  let me know.We appreciate your and your business.Thank you.Rhea Z[redacted]Sr. Consumer Specialist

Dear Mr. Cook,
Thank you for the follow up on the return of your Delta Faucet to our company for evaluation.  Please accept my sincere apology for the inconvenience you have experieced.
Our warranty is a limited lifetime warranty for replacement parts to the original owner of the...

faucet.  Labor is not covered in our warranty.  According to our records from our product service department we sent a new faucet out to you on 7/26/16.  Per our records the tracking number [redacted] was delivered to you on 8/1/2016.
If you should need further help let me know.
Thank you!
Rhea Z[redacted]
Sr. Consumer Specialist
Delta Faucet Company
Phone: 317-848-0775
Email: [email protected]
Please see our warranty policy below:
LIMITED WARRANTY ON DELTA® FAUCETS
Parts and FinishAll parts (other than electronic parts and batteries) and finishes of this Delta® faucet are warranted to the original consumer purchaser to be free from defects in material and workmanship for as long as the original consumer purchaser owns the home in which the faucet was first installed or, for commercial users, for five (5) years from the date of purchase.
What We Will DoDelta Faucet Company will repair or replace, free of charge, during the applicable warranty period, any part that proves defective in material and/or workmanship under normal installation, use and service. If repair or replacement is not practical, Delta Faucet Company may elect to refund the purchase price in exchange for the return of the product. These are your exclusive remedies.
What Is Not CoveredAny labor charges incurred by the purchaser to repair, replace, install or remove this product are not covered by this warranty. Delta Faucet Company shall not be liable for any damage to the faucet resulting from reasonable wear and tear, misuse, abuse, neglect or improper or incorrectly performed installation, maintenance or repair, including failure to follow the applicable care and cleaning instructions. Delta Faucet Company recommends using a professional plumber for all installation and repair. We also recommend that you use only genuine Delta® replacement parts.

Dear Mr. [redacted],
Thank you for your reply along with the pictures of the faucet and the receipt.  Please accept my sincere apology for the inconvenience you have experienced.
I will personally be entering the check request for you today for the amount you are request $138.03.  The check will be mailed out to you this week, due to the upcoming holiday you might give it an extra day or two for the mail.
We appreciate you and your business.
If you should need further assistance let me know.
Thank you!
Rhea [redacted]
Sr. Consumer Specialist
Delta Faucet Company
Phone: [redacted]
Email: [redacted]