I am writing to formally address several outstanding issues and discrepancies that remain…read moreunresolved following recent service interactions and communications. My primary concern stems from what appears to be a systemic failure to honor warranty commitments and address persistent problems.
Firstly, the electrical issues for which your team has conducted multiple site visits continue to be unrectified. This ongoing problem significantly impacts my home's functionality and safety.
Secondly, regarding the hot water tank, there has been a notable absence of clear communication regarding project details or potential warranty limitations from the outset. Crucially, during his in-home visit, Mr. Brendan, the Project Manager, explicitly assured me that both the hot water tank and the associated labor for its repair would be fully covered under warranty. While he mentioned an inquiry with the manufacturer regarding labor coverage, the current stance that labor is not covered directly contradicts this explicit assurance. It is pertinent to note that the hot water tank is only three years old and carries a six-year manufacturer's warranty, and a five year warranty with Delmar. During a recent service call, I personally overheard your plumber confirming the active warranty status of the unit.
Thirdly, the bathroom cabinet, also installed three years ago, has developed significant warping. Your representative, Mr. Mike H attributed this to alleged misuse, specifically suggesting infrequent fan usage or excessively hot water temperatures. I must clarify that I consistently use the bathroom fan during each shower, and my preference is for moderate, not extremely hot, water temperatures. These assumptions do not align with my actual usage habits and appear to be an attempt to sidestep the obligation to cover the associated repair costs.
The overall standard of service and communication provided by your company has been consistently below acceptable levels. Documented issues and findings have not been adequately addressed. Specifically, Mr. Mike's email stating that the warranty does not cover labor charges for necessary repairs is perplexing, they did however offer to give me an estimate for labor cost, provided for these very labor costs on items are still explicitly under warranty.
Furthermore, my experience has been marred by instances where initial work required rework due to apparent oversights, leading to considerable inconvenience. I have made multiple attempts to schedule a direct discussion with Mr. Mike H. regarding these pressing matters; however, I have consistently been informed of his unavailability, and despite my requests, my calls have not been returned.
I possess comprehensively documentation, including emails, text messages, and photographic evidence, which substantiates all the claims outlined above, and the many , many issues that happened during the rebuildMy objective is to achieve a fair and prompt resolution based on the original commitments and warranty terms. I trust that these documented concerns will be given the serious and immediate attention they require.
I would have preferred to share these photos with Mike H. In person but he refuses to meet with me. These are just a couple photos from the rebuild. I have many many more showing all the issues during the rebuild
Sincerely,
Jackie C.
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