Watts Water Technologies, Inc.

Dear Mr***,Upon reading your complaint filed through the Revdex.com, I checked our records to determine if we had received any notifications from *** Solutions and I could not find any record of receiving the product back or being contacted by ***. If we had been contacted
directly, an RGAT (Return Goods Authorization - Testing) would have been issued to return the product for testing & evaluationHowever, our records do not show issuing a return authorization***' takes great pride in the quality of its products and as such, we do take all maters of potential product quality issues seriously. We will investigate this matter and someone will be in touch with you directly very shortly Sincerely,*** ***Customer Service Director

To whom it may concern,In response to complaint #***, I have alerted the appropriate Watt's division that handles the product as noted by *** *** in the aforementioned complaint letter (***)Once the details are reviewed, a response will be forthcoming addressing *** ***
issue. In addition, I will note all correspondence between *** *** and the cognizant Watt's Customer Service Manager until this matter is addressed to the customer's satisfaction and once addressed, can be closed at that time.Sincerely,Gary BouchardWatts Customer Service Director

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
The following email was sent to [redacted] after several email exchanges that resulting in their offer of reimbursing my deductible on July 17. Thank you for your response.  As you are aware, I will have to respond to the Revdex.com today as I’m going on holiday for a few weeks starting tomorrow.  This means that the request for all the documentation you requested will take me considerable time to dig out; time which I do not have.  Furthermore, I’m not sure that is really relevant to customer service and a company doing what is right, versus what they HAVE to do.In essence, I hear you admit to a product that failed.  I think when you look at the amount of the claim of close to $8000 damage to my home, it is easy to surmise that your product invoked a considerable amount of inconvenience to me.  Yet, your company is only willing to do what is minimally required of them, which is only paying documented expenses.  This is actually poor customer service.  I even asked you to make an offer on what would be fair for one-half of my home being unavailable use for at least two months because of your product’s failure.  Your response is that is basically limited to receipts and expenses and we are both aware the documentation of those issues will be debated.  For example, you don’t take into consideration that I paid taxes on a million dollar home that 50% was unusable for 2 months because of your product’s failure.  All I am asking is for you to be fair.  I will take the $1000, which is really just giving me my deductible back that you offered and respond to Revdex.com accordingly as to how I feel you handled the situation. The initial statement to the Revdex.com that you did not receive the claim was false, taking 9 months to respond to the claim and only responding when turned in to Revdex.com is unethical, and the offer for qualified expenses only without taking into account the customers inconveniences, all demonstrate the quality of customer service.  Basically, you are giving me nothing for the damage that was done to my home by your product.  The $1000 deductible is already my money.  If you want to offer more that is your choice and that will affect my response.  Regardless, I will respond by the end of today.  If you feel giving me my $1000 back is absolutely fair, I will take that amount and forward this letter to the Revdex.com as my response to how the situation was handled. Following is the summary of their response to this email. They responded to the above email that they would reimburse expenses related to repainting by my wife and me and any documented expenses not covered by my insurance.  Of course, as we all know, how do you document the hours spent moving furniture, repainting, etc.  This wasn't about "how much money I could get from them" as I only asked for up to $3000 of which $1000 of it was my deductible.  Fifty percent of the taxes that I paid on the unusable part of my home due to their product failure was approximately $835 for two months.  I kept asking them to be fair, to which their response was to give me by deductible back and document very empirical and nebulous hours spent.  I feel their management of this situation was very poor beginning with the denial that they had a claim, their response time of 9 months and only after contact you and then how they handled the "fairness" of their product failure.
Regards,
[redacted]

In response to Dr. [redacted] recent rebuttal:  Following the incident on 06/18/15 Dr. [redacted] presented a claim to his homeowner’s insurance carrier.  The total amount of damage was $8,732.53.  Dr. [redacted]’s insurance policy had a $1,000 deductible and he was paid $7,732.53.  His insurance company notified [redacted] of their subrogation claim in November 2015.  The subrogation claim included the $1,000 deductible.  Dr. [redacted] was not making a direct claim against [redacted].  It was not until the Revdex.com complaint of 06/23/16 that Dr. [redacted] requested compensation for damages not paid by his homeowner’s insurance carrier.  Following receipt of the complaint we spoke with Dr. [redacted] and offered to reimburse him his $1,000 deductible directly.  As for the other items he was seeking compensation for, we requested he provide documentation to support the damages.  Dr. [redacted] has refused to provide any documentation.   Sincerely,[redacted] Customer & Technical Service Director   Customer & Technical Service Director

[redacted]I do not want to close this case until completely resolved and receive funds for all damages.  This is second time this pipe has failed us and we never were aware or informed of Watt faulty product.  Once we receive compensation for damages we will close this case.  Thank-you!Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

A separate response was sent to Dr. [redacted] today (8/2/16) from Watt's Risk Management department. We sincerely believe that that we have made every effort to address all of Dr.[redacted]'s concerns and we also believe that our separate response sent today will meet all of Dr. [redacted]'s expectations.   Sincerely,[redacted]Customer & Technical Service Director

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 I’m responding to the response from the company I am having difficulty with resolving my issue.  The following letter was sent to Watts on July 21, 2016 in response for their need for documentation.  I have had no response from them.  I’m also attaching documentation of my receipts. RE: Property Damage Claim / [redacted]Claims AdjusterWatts Regulator Co.Dear [redacted],As you know, you have offered to pay me my deductible back on my claim for a Watt’s product failure.  Although I am not comfortable with the timeliness, denial of the claim being in process and the response only after reporting this to Revdex.com.  The whole time I have only asked for you to be fair to me.My basement (approximately 50% of my home) was unusable from June 18 to mid-September, 2015, when the last repair was complete.  You will notice on the picture of the paint care the purchase date was 8.14.15, when we were beginning to paint.  Therefore, from my calculations this would be 50% of 3 months of costs for my home, plus additional repair costs not billed to insurance. If we take into account the additional cost to me that was not covered by insurance, it would break down as follows:Item                                                                                                                           3 months at cost of 50%1.        Homeowners Insurance is $1607.08 annually or $134/month.                                $201.002.        Consumers Energy bills for three months were $859.70                                            $529.853.        Property Taxes ($2805 + $5985=$8790 or $732.50/month)                                     $1098.75Total Additional Costs not reported to Insurance                                            $1829.60I have attached documentation of the above for your records.  I estimated the time my wife and I spent painting and moving furniture twice to be approximately 60 hours between us.  I think I am correct that insurance paid us $412 for painting.  Attached is a copy of the lid for the type of paint used.  I lost the receipt but called [redacted] at [redacted] on Plainfield, [redacted] (phone number [redacted]) and he stated the retail for 5 gals is $235.65.  That leaves $176.35 for 60 hours of labor.  If our labor was worth $20/hr. (I’m not sure the rate you use for homeowners, that would be $1023.65 short, if we would have hired that out.If we add the $1000 deductible, then that leaves a combined total of $3853.25 as my out of pocket costs that weren’t billed to insurance. If that seems fair to you, let’s close this out and move on.I appreciate your consideration of my request. [redacted] Thanks for helping me out in this matter. Dr. [redacted]CEO, [redacted]

Dear Mr. [redacted], We are in receipt of your e-mail that you sent to [redacted] dated 5/27/17.  The product photos you included confirm that the product is a Watts water heater connector. Please be aware that this particular product is currently covered by a class action settlement which...

was recently approved by the court.  Please direct your claim to [redacted]. The claims administrator will be responsible for processing your claim. Thank you.  Sincerely,[redacted]Watts Customer Service Director