ThermaSol

Mr [redacted] contacted us on 11/02/at 3:20pm in regards to his steam generator malfunctioningOur customer service determined a failure within the unit and advised the product would need to be servicedWe advised Mr [redacted] in order to repair his product it would need to be sent in to have our repair team replace the partsHe clearly expressed this wasn’t a valuable option for him and insisted we sent the parts instead which is out of our protocolAs a onetime courtesy he agreed to have the parts sent directly to himWe supplied the part at no cost but he would be responsible for the shipping charges associated which he agreedMr [redacted] contacted us again 11/09/stating when he went to install the part it fell apart, he then claimed the part arrived damagedSince we made a one-time exception sending the part I advised the product would need to be sent in to be serviced since we previously made a onetime exception and which follows the products warrantySince this once again wasn’t an option for Mr [redacted] we sent another part free of charge Attached you’ll find the following: 1) Invoice dated 11/3/indicating parts were supplied at no charge, only cost associated was $shipping and handling2) A second invoice dated 11/16/showing another replacement part was sent at no additional cost3) Copy of the products warranty4) Call recording signifying Mr [redacted] agreed to the terms and the original $shipping charge associated

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***2, and find that this resolution is satisfactory to me
Regards,
*** ***

This customer’s claim escalated to the management level after we had diagnosed her issue to the best of our ability over the phone and sent an independent field technician under warranty, at no charge to Mrs***, to further diagnose the issue replace productDuring this visit our technician
determined the problem was bigger than originally anticipated and wasn’t able to diagnose the problem due to unfinished construction which was described to us as “unsafe conditions”Once made clear to us the construction was finalized we asked for someone to perform basic electrical testing and offered to pay the labor cost associated which is outside of our protocol, after determining the issue was stemming from the product we came to the conclusion we will go ahead and replace the product under warranty but due to our independent field technician not available to schedule the job the homeowner was offered to hire her own installer of choice and we will cover any and all labor cost associatedSince the homeowner didn’t see this as an option, we’re still actively working on locating a field technician and have been reaching out to local companies near this customer’s residenceAttached to this response you will find well documented records indicting all the aboveOur warranty for our product is available to our consumers online at www.***.com and it is also included with the owner’s manual for our products when purchased which clearly states that *** does not guarantee that a local service person will be available for in-home servicePlease see the attached copy of this customers warranty card for further reference

Mr. [redacted] contacted us on 11/02/2016 at 3:20pm in regards to his steam generator malfunctioning. Our customer service determined a failure within the unit and advised the product would need to be serviced. We advised Mr....

[redacted] in order to repair his product it would need to be sent in to have our repair team replace the parts. He clearly expressed this wasn’t a valuable option for him and insisted we sent the parts instead which is out of our normal protocol. As a onetime courtesy he agreed to have the parts sent directly to him. We supplied the part at no cost but he would be responsible for the shipping charges associated which he agreed. Mr. [redacted] contacted us again 11/09/2016 stating when he went to install the part it fell apart, he then claimed the part arrived damaged. Since we made a one-time exception sending the part I advised the product would need to be sent in to be serviced since we previously made a onetime exception and which follows the products warranty. Since this once again wasn’t an option for Mr. [redacted] we sent another part free of charge.   Attached you’ll find the following:   1)    Invoice dated 11/3/2016 indicating parts were supplied at no charge, only cost associated was $18.00 shipping and handling. 2)    A second invoice dated 11/16/2016 showing another replacement part was sent at no additional cost. 3)    Copy of the products warranty. 4)    Call recording signifying Mr. [redacted] agreed to the terms and the original $18.00 shipping charge associated.

Mr. [redacted] contacted us on 11/02/2016 at 3:20pm in regards to his steam generator malfunctioning. Our customer service determined a failure within the unit and advised the product would need to be serviced. We advised Mr. [redacted] in order to repair his product it would need to be sent in to have...

our repair team replace the parts. He clearly expressed this wasn’t a valuable option for him and insisted we sent the parts instead which is out of our normal protocol. As a onetime courtesy he agreed to have the parts sent directly to him. We supplied the part at no cost but he would be responsible for the shipping charges associated which he agreed. Mr. [redacted] contacted us again 11/09/2016 stating when he went to install the part it fell apart, he then claimed the part arrived damaged. Since we made a one-time exception sending the part I advised the product would need to be sent in to be serviced since we previously made a onetime exception and which follows the products warranty. Since this once again wasn’t an option for Mr. [redacted] we sent another part free of charge.   Attached you’ll find the following:   1)    Invoice dated 11/3/2016 indicating parts were supplied at no charge, only cost associated was $18.00 shipping and handling. 2)    A second invoice dated 11/16/2016 showing another replacement part was sent at no additional cost. 3)    Copy of the products warranty. 4)    Call recording signifying Mr. [redacted] agreed to the terms and the original $18.00 shipping charge associated.

Review: I filed a warranty claim for an inoperable steam generator based on the language posted on Thermasol's website that read:"All ThermaSol steam shower generators also have alifetime parts & labor warranty at factory; no questionsasked and no exclusions! Even if your water qualitysomehow causes the generator to break, ThermaSol willhonor the warranty for life.These warranties are transferable should you sell yourhome, which is a great benefit and selling point if yousell your home.Summary:ThermaSol offers immeasurable advantages unavailablefrom others:When I filed the claim I was told that the unit in question was to old to be covered. I responded that the language on the site indicated otherwise. In response to my claim and in an effort to avoid paying my claim Thermasol fraudlently modified the language on the warranty page of their website to exclude my product. Theresa Neary with Thermasol then submitted that fraudulently modified language to me and represented that the language had not been changed to try and support the position my unit would not be covered. I asked Theresa directly if the language had been changed on the website regarding the warranty since I filed my claim 11 days prior. She assured me that it had not. I was then put in touch with her Supervisor Tom Chambers. Tom continiued to deny the claim and when I confronted him about Thermasol changing the language on their website in response to my claim he assured me "beyond a shadow of a doubt" that the language had not been modified and indicated it was ludicruous that I would imply Thermasol would modify the language.I then showed Tom evidence that the language was modified and he acknowledged that the change was made. All of this is documented in email. The conduct on part of Thermasol is grossly and deliberately fraudulent. The warranty language was changed in response to my claim in an effort to avoid paying my warranty claim. This is fraud and false advertising.Desired Settlement: Replacement of the system.

Business

Response:

The consumer contacted Thermasol to make a warranty claim on a unit built in 1965.

Thermasol

did not offer a lifetime warranty until 2001. His product is 48 years old and

is not, nor has it ever been, covered under a lifetime warranty.

We

did initially reply to the consumerthat we had not changed the website. When he

sent me the modified page to see I went to my GM and asked and he replied that

he had, In fact, changed a SINGLE WORD on the site without Theresa’s or my

knowledge in order to assure that someone did not mistakenly get the same

ludicrous idea as the consumer. Once I discovered this I then sent him an e-mail

letting him know we did indeed change the site, not to be deceitful, but to

avoid the same assumption being made by someone else that wanted to try and

make a claim on a nearly 50 year old unit. The consumer became very angry and

and felt we made the change specifically to support our denial of his claim,

when that was actually not the case. I tried to explain that if we were being

deceitful we certainly would not send him an e-mail confirming the change? But

to no avail.

Mr.

DeBerry is trying to have his unit replaced under a warranty that never applied

to product built in 1965. Additionally, he purchased the home with the unit in

it and knew the unit was not operational prior to buying the home, and then

made an assumption without fully investigating our warranty. Had he taken the

time to call Thermasol PRIOR to buying the home we would have informed him the

unit was not under warranty and the entire issue could have been avoided.

Additionally, if buying it in a home where it was installed by the previous

owner, he certainly could had it addressed by the seller prior to buying the

home.

Suffice it to say there is more documentation in our e-mails of our conversation but there is not enough room to paste it all here.I would be happy to provide the documentation should the Revdex.com like to review it.

Additionally, he has continued to e-mail us throughout the first two weeks

of May but he filed this complaint on May 1st indicating he never wanted to

resolve the issue at all, only to try to harass us into providing him with a free

steam unit.

Regards,

Director of Customer Care

Thermasol, Inc

###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: 9527059

I do not consider the matter resolved based on the response of Thermasol to the Revdex.com. The issue here has advanced way beyond weather or not my unit is covered under warranty but is the way that Thermasol fraudulently modified their warranty language in response to my claim and presented that modified language to avoid paying the claim. (On a side note I think it supports my position substantially that it was not unreasonable of me to assume the unit was covered under warranty since Thermasol felt it was necessary to modify their warranty language that they advertised on their site in response to my claim).