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Wm. A .Zachow & Sons, Inc.

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Reviews Wm. A .Zachow & Sons, Inc.

Wm. A .Zachow & Sons, Inc. Reviews (4)

Review: On 9/30/2013, I called WM. A. ZACHOW & SONS, INC (Plumbing Contractors) to inquire about a replacement water heater. I spoke with a [redacted]. I was told by Mr. [redacted] that they offered only 1 brand, Bradford-White. It carried a 6-yr warranty. He felt it was a very good product. Based upon Consumer Reports research & recommendations, I inquired about the availability of water heaters with longer than a 6-year warranty. He told me that Bradford-White offered an upgraded anode rode that would “keep the tank cleaner, make it last longer” and extend the warranty period up to 10-years. I asked what the availability to install a new tank would be, and he offered that they could do it later that same day if I let them know within the hour. After consulting with my husband, I called them back and agreed to the tank with the upgraded rod.

When the installers arrived later that day, they completed the installation & removed the old tank. However, as I was observing and talking with the plumber near the end of the install, he revealed that there was no extra rod, just a sticker that he put on the tank. I was shocked and dismayed. He called his dad ([redacted]) so that I could talk to him. At that time, I expressed my anger and concerns that they knew BEFORE beginning the install that they would not be installing any extra rods or parts, and that the “warranty” was just a sticker. He tried to tell me that he thought it was a rip off, and I shouldn’t have made that decision. He tried to tell me that what I wanted was a 10-year warranty, and that’s what I got. I disagreed, since he had “sold” me on the fact that it was an extra part being added to my tank to keep it cleaner and make it last longer. He never called it and “extended warranty” until that moment. He also tried to tell me that he went out of his way to add me to the service call that day, and his son had to make an extra trip to their supplier just to get the “sticker”. He tried to explain that he didn’t know Bradford-White no longer offered upgraded anode rods.

I was never informed of this change in status, nor was I given any opportunity to change my mind, amend the install, or proceed anyway. They just went ahead with it as if it was OK. (In fact, I would never have known about their omission, had I not asked the plumber DIRECTLY, about the special anode rod!) This was NOT an emergency install. I did NOT have to have same day installation. Had I been informed of the change, I would have canceled the install and done further research into the availability of a tank with heavier duty construction, better anode rods, etc. I only accepted the same day install because they offered to be there, and I was home from work that day anyway. I also based my decision 100% on the anode rod / 10-year tank, based upon the suggestion of consumer reports that tanks with longer warranty periods are generally constructed better in some way.

This is the second time I have used WM. A. ZACHOW & SONS, INC (Plumbing Contractors) in our home. The first time, they did a small ½ bath install, and we gave them glowing reviews. I understand that issues do arise. However, they failed to give me an opportunity to make an informed decision as a consumer.Desired Settlement: I feel that it is not right to bill me for the full price of the tank + extended warranty, since they did not provide what they sold me. I have offered to pay for the cost of the standard tank install ($895.00), and asked that they “waive” the additional charges for the sticker ($275.00). They have refused, stating that I should contact Bradford-White to discuss their products. I understand the warranty, I disagree with the fact that they did NOT provide me with what they sold me, so I feel that I should not have to pay for a part they did not install.

Thank you again for looking into this matter.

Business

Response:

On September 30th we received a call regarding a water heater replacement. We were asked for pricing on heaters and extended warranties. I explained to the customer that the standard water heater with a 6 year warranty on the tank and parts generally last 10-15 years. We even explained to the customer that we do not recommend getting the extended warranty and don't usually get them. Even with our suggestion the customer said she would like the prices for the water heater and an extended warranty. We quoted the customer a price and she discussed it with her husband. The customer called back and agreed on the proposed price for the water heater with a 10 year warranty. The problem the customer is having with the water heater is that they don't want to pay for the extended warranty. When asked about the warranty we were told to direct the customer to the manufacturer so that they could explain how they are comfortable with the parts in their tanks being made that the 10 year warranty is more of an insurance policy. This complaint is merely about the warranty and not the services rendered. When we received the call we acted promptly shuffling around our schedules to accommodate the customer. We would like the customer to pay the bill. Upon payment we will give the customer a lien waiver and receipt of payment.

The estimate was twice the bill. The serviceman broke a part and took an hour to go and get it, of which he charged me $60 per 15 minutes. He also charged me for the part he broke. If you use this plumber get a written estimate and stand there and watch as he works.

This company was efficient and knowledgeable. I felt very comfortable with [redacted] coming into my home. I felt like the prices were fair. We already have plans to ask them to fix a few more things.

On 9/30/2013, I called WM. A. ZACHOW & SONS, INC (Plumbing Contractors) to inquire about a replacement water heater. I spoke with a [redacted]. I was told by Mr. [redacted] that they offered only 1 brand, Bradford-White. It carried a 6-yr warranty. He felt it was a very good product. Based upon Consumer Reports research & recommendations, I inquired about the availability of water heaters with longer than a 6-year warranty. He told me that Bradford-White offered an upgraded anode rode that would “keep the tank cleaner, make it last longer” and extend the warranty period up to 10-years. I asked what the availability to install a new tank would be, and he offered that they could do it later that same day if I let them know within the hour. After consulting with my husband, I called them back and agreed to the tank with the upgraded rod.

When the installers arrived later that day, they completed the installation & removed the old tank. However, as I was observing and talking with the plumber near the end of the install, he revealed that there was no extra rod, just a sticker that he put on the tank. I was shocked and dismayed. He called his dad ([redacted]) so that I could talk to him. At that time, I expressed my anger and concerns that they knew BEFORE beginning the install that they would not be installing any extra rods or parts, and that the “warranty” was just a sticker. He tried to tell me that he thought it was a rip off, and I shouldn’t have made that decision. He tried to tell me that what I wanted was a 10-year warranty, and that’s what I got. I disagreed, since he had “sold” me on the fact that it was an extra part being added to my tank to keep it cleaner and make it last longer. He never called it and “extended warranty” until that moment. He also tried to tell me that he went out of his way to add me to the service call that day, and his son had to make an extra trip to their supplier just to get the “sticker”. He tried to explain that he didn’t know Bradford-White no longer offered upgraded anode rods.

I was never informed of this change in status, nor was I given any opportunity to change my mind, amend the install, or proceed anyway. They just went ahead with it as if it was OK. (In fact, I would never have known about their omission, had I not asked the plumber DIRECTLY, about the special anode rod!) This was NOT an emergency install. I did NOT have to have same day installation. Had I been informed of the change, I would have canceled the install and done further research into the availability of a tank with heavier duty construction, better anode rods, etc. I only accepted the same day install because they offered to be there, and I was home from work that day anyway. I also based my decision 100% on the anode rod / 10-year tank, based upon the suggestion of consumer reports that tanks with longer warranty periods are generally constructed better in some way.

This is the second time I have used WM. A. ZACHOW & SONS, INC (Plumbing Contractors) in our home. The first time, they did a small ½ bath install, and we gave them glowing reviews. I understand that issues do arise. However, they failed to give me an opportunity to make an informed decision as a consumer.

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Description: Plumbers

Address: 4040 N 126th St, Brookfield, Wisconsin, United States, 53005

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