The customer called reporting they had not had hot water, a technician was in the area and stopped by the residenceThe customer told the technician they had the unit re-wired by an electrician because they were selling the house, and had not had hot water sinceThe technician determined something had been shorted out and let them know we do not do warranty work for [redacted] He gave them the name of a warranty contractor and also called the contractor to let them know what what the issue seemed to beThe contractor found the transformer and module board had been shortedthey ordered parts and [redacted] sent the first part ( a transformer) and it did not arrive and had to send anotherThen they sent the module board, they would only send one part at a time [redacted] covered the parts under warranty, but does not cover the laborThe charges in question are for the travel and labor of the warranty service contractorSuburban is not a warranty service contractor for [redacted] The dispute should be with [redacted] , not the contractor or Suburban
Hello I would be more than happy to consider your offer if you would supply a phone or email contact for [redacted] *** I am rejecting this response because:
The tank was plugged after trying to reach the customer for over a month both by phone and mailA notification of shut off was sent notifying the customer of the shut off if no response was made by 6/ We will offer to credit the gas in the tank and not charge a restocking fee if the customers chooses not to sign a contract
The customer called reporting they had not had hot water, a technician was in the area and stopped by the residenceThe customer told the technician they had the unit re-wired by an electrician because they were selling the house, and had not had hot water sinceThe technician determined something had been shorted out and let them know we do not do warranty work for [redacted] He gave them the name of a warranty contractor and also called the contractor to let them know what what the issue seemed to beThe contractor found the transformer and module board had been shortedthey ordered parts and [redacted] sent the first part ( a transformer) and it did not arrive and had to send anotherThen they sent the module board, they would only send one part at a time [redacted] covered the parts under warranty, but does not cover the laborThe charges in question are for the travel and labor of the warranty service contractorSuburban is not a warranty service contractor for [redacted] The dispute should be with [redacted] , not the contractor or Suburban
Hello I would be more than happy to consider your offer if you would supply a phone or email contact for [redacted] *** I am rejecting this response because:
This situation has been resolved with the customer
The CSC Manager called and discussed and has agreed to credit gallons due to the leak at the regulator and low usage over the past years
We would like to resolve this matter as quickly as possible and are waiting to receive the certified letter to do so
The tank was plugged after trying to reach the customer for over a month both by phone and mailA notification of shut off was sent notifying the customer of the shut off if no response was made by 6/ We will offer to credit the gas in the tank and not charge a restocking fee if the customers chooses not to sign a contract