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Sioux Chief

14940 Thunderbird Rd, Kansas City, Missouri, United States, 64147

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I have Sioux Chief 821 Series drain installed in a 2 year old stand up shower into the wet bed tile. The 821 series drain is deteriorating and corroding where ever there is a pin mark in the product. I use everyday household cleaners in all areas of my home and this 2 year old drain is the only one failing and deteriorating. The Sioux Chief Director of Quality feels that "The failure is due to chemical corrosion." If chemical corrosion should be the issue I should be experiencing this in other areas of my home. Also, if chemical corrosion can occur a care guide of what chemicals cannot be used should be provided to the customer. I purchased and additional drain "Sioux Chief 821 series (Cast)" and the new one has signs of failure in the same locations that the problem is happening on the one I have installed. I have pictures, details, and emails with 3 customer support reps from Sioux Chief and after going round and round they just want to say that its chemical corrosion out of their control. I have asked if I can send the new one to them so they can explain why it is failing in the exact locations and it never gets addressed. I try to call and speak to them and I get they are in a meeting and do not respond. I received a final email that according to Sioux Chief the matter is closed. I followed up and explained that I was not satisfied with this answer and I received a blocked email by the director of quality. I find this absolutely unacceptable since I have a new non used product with defects similar to the one installed in my expensive shower. This piece is the main artery to the shower system and should not be failing.

Sioux Chief Response • Apr 07, 2020

Thank you for your correspondence regarding claim ***.
Regarding the claim, as stated by the claimant, Sioux Chief did respond to the claim. Our observation indicated chemical corrosion. Sioux Chief’s Limited Lifetime Warranty is available on our website and states that corrosion is not covered. While we do everything we can to fully stand behind our product, outside factors, such as chemical corrosion, cannot be covered. We understand that this is not always a favorable response to customers. Please see the following notes from the claim.
Sioux Chief received a complaint via phone from Claimant in November 2019. Sioux Chief asked him for photos to be sent to us via email so we may review his complaint.Claimant believed that Sioux Chief should pay for a new shower bed to be installed because his shower drain was corroding. Sioux Chief responded to the claimant several days later after reviewing the photos that his shower drain was corroding due to chemical exposure. No defects in the plating or material of the shower drain were observed. It was clear from the photos provided that chemical corrosion was occurring.Claimant did express concerns and questions after Sioux Chief’s original response, which were answered in detail to him.Sioux Chief sent Claimant a replacement shower drain in December 2019.Claimant continued to repeat the same questions, which were answered in detail a total of four times between November 2019 and January 2020.Throughout this entire time period, each time Claimant called Sioux Chief, which were numerous times, he cursed and raised his voice at each Sioux Chief employee he spoke to.After continuing to repeat our findings to Claimant, we told Claimant that we have continued to answer the same question and that we were considering this matter closed.Claimant proceeded to call Sioux Chief and begin cursing and raising his voice at Sioux Chief employees once again.Claimant was harassing our employees; in which time it was decided to block him from our email server and instruct employees to no longer answer his phone calls.Throughout this time period, Claimant was adamant there was defect in the shower drain that caused the corrosion. However, in the photos provided by Claimant, it was clear that the corrosion was due to chemical exposure, which is not covered by Sioux Chief’s warranty. Sioux Chief has sold this drain for over 10 years with 2 million of them installed. Sioux Chief has not received repeated or multiple complaints about this product.
Again, Sioux Chief did repeatedly reply to the claimant.

All the best,

***
Communications Manager
Sioux Chief Manufacturing

Customer Response • Apr 07, 2020

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ***

I am rejecting this response because:

Consumer sent Photos multiple times, one person could see them, one person could not, was not treated professionally from the start, giving the runaround on multiple occasions with no responses. I am now on my fourth representative with this company.

Drain is the main artery of the entire shower should be able to withstand normal household cleaners. Deterioration like this should not be happening in a 2 year old product. Who in their right mind would pour detrimental harsh chemicals on a $10,000 bathroom why would you need to on a 2 year old drain.

Defects are absolutely in the material / product, How can you say that? Pictures are provided but Sioux Chief keeps saying the product is not defective.

Consumer has a brand new drain that has not been used and has shown with pictures the signs of defects in the same locations that customer’s is failing. Sioux Chief will NOT address this and has never answered why this would happen or will even take a look at the product on hand.

Sioux Chief also sent pictures of a brand new product and consumer showed them areas of defect in the picture they sent. Sioux Chief did not address this !

Sioux Chief sent a $30 replacement drain that will not even replace the one that is installed. It's a completely different size and if Sioux Chief cared about the customer they would have known that it would not work and would have suggested something different.

No customer service with this company, Customer repeats the same question because it never gets addressed.

Customer did at times raise their voice but never did he curse or harass an employee. Customer has multiple emails with the same questions that never get addressed. You get the same response 10 times and try to call and speak to someone and they dodge your call and say they are in meetings or left for the day. I think a raised voice would be appropriate. This defective product is going to cost customer thousands of dollars to fix.

Sioux Chief is even a month late responding to this Revdex.com request which shows how they value the customer, I guess they have some downtime since we are dealing with the COVID-19 Pandemic.

Sioux Chief decided that they were done dealing with a customer, they closed the case and blocked me via email. Once again horrible customer service.

Will Sioux Chief ever address the brand new drain that I have sitting next to me and why it has defects in the same locations of the one that is installed in my shower. Please contact me about this.

Regards

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Address: 14940 Thunderbird Rd, Kansas City, Missouri, United States, 64147

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