Smith Pump Company, Inc.

The customer doesn’t have a clear picture of the problem. Here are the facts as I understand them ORIGINAL VISIT: We responded to a request from the customer on 12/4/2015. Our service tech found moisture leaking from the control panel that operates the customer’s grinder pump
lift station. There was moisture throughout the panel, and several electrical components had corrosion damage. The moisture was dripping from the top of the panel. The damaged components were replaced, and the grinder pump was tested. All control features were found to be operating the pump properly before we left. The moisture was found to be leaking through the top of the control panel enclosure due to how it was installed (by others). In essence, the door would not close squarely against the enclosure to engage the seal. Our service tech added caulk and used additional screws to prevent further rain water entry into the top of the panel. Our final invoice was for $ DENIED CUSTOMER REQUEST: I spoke with the customer on 01/24/at length. The customer had another firm inspect a report of the high water alarm light flashing. That firm told the customer that there was corrosion from hydrogen sulfide gas causing damage to electrical components inside the control panel. The firm said the damage was due to the panel not being sealed. The customer requested we correct the problem at our expense because we were supposed to have sealed it on 12/4/2015. I told the customer that we would could come out and inspect the panel, but that it would not be a warranty visit. I explained that he would have to agree to pay us for the trip. The customer declined to agree to pay. Shortly thereafter we ended the phone call CONCLUSIONS: Our December visit was to fix leaks into an improperly installed control panel from rain water or sprinkler water. We performed that service properly. The improperly installed control panel likely was not sealed well at the bottom allowing H2S gas to enter and corrode the electrical components. From my discussion with the customer, I learned that the panel is located very close to the lift station in an area that might not allow H2S gas to dissipate. I recommended since the panel was installed improperly that it be removed and moved farther away from the lift station. It is difficult to seal out H2S from a lift station, and we see this problem a lot when it is installed in an area close to the station where the H2S gas cannot dissipate It seems in summary that the root cause of these problems was a panel enclosure that was warped during installation so that the hinged door would not adequately compress the door frame rubber seal around the box perimeter. That one fact along with the location of the panel so close to the lift station caused this problem. Smith Pump did not install this panel, and we are not responsible for the customer’s maintenance costs I hope this clears up this matter. Please let me know if you have any questions Regards, SMITH PUMP COMPANY, INC

Complaint: [redacted]
I am rejecting this response because:Smith pump's employee informed me that the cause of the damage was moisture and that they had sealed the box.  They failed to seal the entire box and it continued to allow moisture inside.  A year later I was forced to pay $900 to entirely replace the box.  I will also add the owner NEVER offered to come back out to inspect the box.  So all in all I ended up pay for the initial box (over $1000), another $500 to supposedly get it repaired and sealed and now another $900 for a new box.  Smith Pump did all they could to place blame on others and not stand behind their product.
Regards,
[redacted]