Southern Pride Plumbing

I am sorry that you have had an unpleasant experience with our company Please send me documentation of the $5,and I will refund the money to you

We did do the remodel work at Mr [redacted] home in Mr [redacted] called our office and spoke to our receptionist regarding his complaint that the water heater quick working She asked him to make sure that there was still power to the unit She also mentioned to him that typically after a year (if the problem was product related) parts are covered but labor is not By this point he was NOT willing to listen any further We did not have a chance to explain that if it was faulty installation, we would cover the cost no matter what He told us at that point that he did NOT want us coming to his house to look at the unit After a second phone call and a discussion with our office manager, he still would not allow us to come to his home to look at the water heater He said specifically do not come to my house and do not have the owner call me back I don't know how to respond to the wrong size pipe, wrong installation when the remodel was permitted and inspected by the city Therefore, according to code, everything was correct Additionally, the heater has been working for the last years without incident The unit was purchased by us through a local plumbing supplier at the time we needed to install it, no earlier We do NOT keep product at our office, and only pre-purchase as we need it for installation Obviously, there was a problem with the water heater But we were not given a chance to look at it or correct it I am willing to cover a portion of Mr [redacted] cost to replace the water heater; but not all since we were not given the chance to fix it ourselves

We did do the remodel work at Mr [redacted] home in 2010.  Mr. [redacted] called our office and spoke to our receptionist regarding his complaint that the water heater quick working.  She asked him to make sure that there was still power to the unit.  She also mentioned to him...

that typically after a year (if the problem was product related) parts are covered but labor is not.  By this point he was NOT willing to listen any further.  We did not have a chance to explain that if it was faulty installation, we would cover the cost no matter what.  He told us at that point that he did NOT want us coming to his house to look at the unit.  After a second phone call and a discussion with our office manager, he still would not allow us to come to his home to look at the water heater.  He said specifically do not come to my house and do not have the owner call me back.
I don't know how to respond to the wrong size pipe, wrong installation when the remodel was permitted and inspected by the city.  Therefore, according to code, everything was correct.  Additionally, the heater has been working for the last 4 years without incident.
The unit was purchased by us through a local plumbing supplier at the time we needed to install it, no earlier.  We do NOT keep product at our office, and only pre-purchase as we need it for installation.
Obviously, there was a problem with the water heater.  But we were not given a chance to look at it or correct it.  I am willing to cover a portion of Mr. [redacted] cost to replace the water heater; but not all since we were not given the chance to fix it ourselves.

I am sorry that you have had an unpleasant experience with our company.  Please send me documentation of the $5,700 and I will refund the money to you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.First of all there never was any offer to come out and look at my water heater. I was told I would have to get an electrician out to check the power. I verified power was working. Next I was told they did not service this type of unit any longer and they could not get the parts. I was told that I might could order parts myself from manufacturer and fix issue myself. I would not have known about the incorrect installation issues had I not brought in a service company recommended by the manufacturer. It was at this point I found out about the multiple issues. Upon finding out about these issues, I did call the office manager at Southern Pride and let her know why I was very upset.  I did state to her at this point, I did not want them involved because of the issues at hand. Who wants a contractor that botched the first installation, to install a second unit?  Plus, This unit was beyond the point of being repaired to my satisfaction. The unit already had posed a significant fire threat and I would not have taken the risk just to band aid it. Most importantly, this water heater was a older unit when installed and was not serviced annually as recommended by the manufacturer. For the owner of Southern Pride, by law there is a six year statue of limitations in the State of Alabama, and yes your company is liable. 
Regards,
[redacted]