T R Plumbing & Water LLC

T R Plumbing, LLC [redacted] Boerne, TX [redacted] January 11, 2015 [redacted] Revdex.com [redacted] Austin, TX [redacted] Re: Complaint # [redacted] ([redacted] – Navien Tankless Water Heaters) Dear [redacted]: First, I wish to apologize for the delay...

in responding to your notice, but the notice was sent to the wrong email address. Secondly, upon reviewing the complaint by Mr. [redacted], I feel that I proceeded in a prudent manner and took the proper due diligent approach that any master plumber with over thirty-seven years (37) of experience would take and that Mr. [redacted]’s complaint is unfounded. For the record, TR Plumbing is not the original installer of the five unit Navien Hot Water System for Mr. [redacted]. I was contacted by Mr. [redacted] since TR Plumbing is an authorized Navien Warranty Service Provider for this area. Summary of the Problem: Too high of a water pressure existed, resulting in a thermal expansion in the system causing a flow sensor issue that caused the valves to fail. One must understand that a five unit system requires an extensive diagnostic approach to isolate the problem(s). Navien warrants the parts but does not warrant the labor to install the warranty parts. Mr. [redacted] instructed me to bill him for the fifteen (15) hours worked for the services provided. At this time, I submitted a bid to install a 2” pressure regulator and expansion tank, to remove the 3/4 “ check valves, and to install a 2” check valve according to Navien’s written and verbal instructions. Mr. [redacted] approved the bid, the work was performed to Mr. [redacted]’s approval, and payment received from Mr. [redacted]. Until notice of this complaint, I was unaware of any problems at Mr. [redacted]’s laundromat. TR Plumbing has attached a copy of Navien’s response to the issue at hand. I present this document for your review. If additional documentation is necessary, TR Plumbing has records on file. In conclusion: I decline to refund any monies for work that was correctly performed and the scope of the job was approved by Navien and Mr. Mark [redacted]. Sincerely, [redacted] Master Plumber: Terry Rogers License # M12512 email: trplumbingandwater.com Phone: 210 669-9806