The Power Shop

May 22, 2015[redacted] established an account with Mack services group in February 2002.On 8/18/2014 [redacted] made arrangements with Mack to have an Idirect water heater tank removed and a new one installed.The arrangement was for Mack to bill customer $710.00 dollars for the labor to perform...

the work. Also, agreed was we would bill customer or provide a deposit of $1150.00 for the cost of the tank as it was unclear whether the tank would be covered under warranty, as it takes time to process these claims and customer needed the leaking tank replaced. The arrangement was when we received credit or warranty coverage for the tank, we would refund the customer for the amount received.EVENTS:Warrant information was completed and submitted in August 2014. See attached - AClaim was denied November 2014 See attached - BClaim denial reason requested and sent to our supplier on 12/3/2014 see attached – C- Reason – lack of maintenanceSecond request for warranty coverage submitted by Mack and customer via a letter on 2/6/2015 see attached - DSpoke to customer about claim status and his account balance. Indicated we would follow up with our supplier and [redacted] directly. April 2015Instructed our supplier to make contact (email) with [redacted] requesting additional consideration of warranty coverage. April 22, 2015 - See attached- EOn May 21st, 2015 our supplier rep. notified us that [redacted] will not consider this claim anymore, Fully deniedAccounts receivable events:Any finance charges that accumulated on account have been removed throughout this process.2/4/2015 - $139.50 – removed3/24/2015 - $35.72 – removedMay 15th, 2015-spoke to representative at collect agency to cancel collection requestVerified per the agency that nothing was reported to any of the 3 credit bureaus.Resolution:Mack services Group is willing to remove any remaining balance from customer account and Mack will continue to pursue credit reimbursement through our supplier and [redacted] Based on the above job arrangement that we would refund customer based on what Mack received from our supplier and since we did not manufacture the tank and since paid in full to our supplier for this tank, no refund at this time will be given. . If any credit is received for this incident from our supplier or [redacted], we will refund that portion back to the customer.