Wallace Furniture & Hardware

In Reference to your letter # [redacted] , the customer purchased a 3/hp jet pump on March 6, Our Manager received a cal from a family member on March 9, 2015, stating "The pump will not come on at 30lbAnd go off at 50lb." Our manager tried to explain that it sounded like a problem with the pressure switch, which is not a part of the pumpLater that day the person who originally purchase the pump brought it back to the store, wanting a full refundI spoke to him, explaining the manufactures year limited warranty meant a service technician must examine the pump to determine if there was a defect, then report the findings to the manufacture and the decision to repairor replace would he made, if the pump is found to be defective The customer was not willing to leave the pump to be evaluated.On March 16, I was finally able to carry on a conversation with the person I originally sold the pump We determined that for their application (a shallow spring) they would need a jet package, which is an additional part that does not come with the pumpI agreed to order them the jet package at a reduced price to try to solve this issue We are celebrating our 25th year in business, because we try to treat our customers as we would want to be treated This problem would have been resolved on the first day if the customer had be willing to leave the pump for evaluation.Sincerely [redacted]

In Reference to your letter # [redacted], the customer purchased a 3/4 hp jet pump on March 6, 2015.   Our Manager received a cal from a family member on March 9, 2015, stating "The pump will not come on at 30lb. And go off at 50lb."  Our manager tried to explain that it sounded...

like a problem with the pressure switch, which is not a part of the pump. Later that day the person who originally purchase the pump brought it back to the store, wanting a full refund. I spoke to him, explaining the manufactures 1 year limited warranty meant a service technician must examine the pump to determine if there was a defect, then report the findings to the manufacture and the decision to repairor replace would he made, if the pump is found to be defective.  The customer was not willing to leave the pump to be evaluated.On March 16, 2015 I was finally able to carry on a normal conversation with the person I originally sold the pump.  We determined that for their application (a shallow spring) they would need a jet package, which is an additional part that does not come with the pump. I agreed to order them the jet package at a reduced price to try to solve this issue.  We are celebrating our 25th year in business, because we try to treat our customers as we would want to be treated.  This problem would have been resolved on the first day if the customer had be willing to leave the pump for evaluation.Sincerely[redacted]

Review: I got a water pump for this store for $262.50 and saved the receipt in case any problem the water pump did not work when I took it back they refused to exchange it or give my money back I thought company's were supposed to stand by the product they sale.Desired Settlement: All I wish is a refund of my money or it to be replaced.

Business

Response:

In Reference to your letter # [redacted], the customer purchased a 3/4 hp jet pump on March 6, 2015. Our Manager received a cal from a family member on March 9, 2015, stating "The pump will not come on at 30lb. And go off at 50lb." Our manager tried to explain that it sounded like a problem with the pressure switch, which is not a part of the pump. Later that day the person who originally purchase the pump brought it back to the store, wanting a full refund. I spoke to him, explaining the manufactures 1 year limited warranty meant a service technician must examine the pump to determine if there was a defect, then report the findings to the manufacture and the decision to repairor replace would he made, if the pump is found to be defective. The customer was not willing to leave the pump to be evaluated.On March 16, 2015 I was finally able to carry on a normal conversation with the person I originally sold the pump. We determined that for their application (a shallow spring) they would need a jet package, which is an additional part that does not come with the pump. I agreed to order them the jet package at a reduced price to try to solve this issue. We are celebrating our 25th year in business, because we try to treat our customers as we would want to be treated. This problem would have been resolved on the first day if the customer had be willing to leave the pump for evaluation.Sincerely[redacted]