Faulty Service on a Washer causing water damage to 11 month old wood floors in a new home.
On Wednesday, October 14, 2015, a Pieratt's service technician returned to my residential home in Lexington to repair a broken/cracked pump on a three year old Samsung top-load washer. I was home during the entire time that the service technician worked on the washer and was nearby in the kitchen when he worked on the washer. During the end of the service call, I did not hear the service technician perform any test to ensure that the washer had been repaired.
On October 21, 2015, I used the washer for the first time. After about ten minutes, I noticed waster coming out from the laundry room and from the walls surrounding the laundry room. My wife and I immediately grabbed countless towels, a mop, and a broom and cleaned up the water that had leaked all over a significant area of the wood floors in our home. In addition, we placed two fans near the areas that had been affected by the water spill.
On the same date, I notified Pieratt's of the occurrence and expressed by belief that the service technician had erred and/or had installed a faulty part in the washer. I also informed them that the water spill had likely caused damage to my wood flooring.
On October 21, 2015, I received an email from Pieratt's service manager, ***** *******, whereby he said he was sorry about what had occurred and requested a date to come and inspect the washer and the damage to the flooring.
On October 26, 2015, ***** ******* and the technician came to our home. I was not present but my wife told me what occurred. The first thing that Mr. ******* and the technician did was to take pictures of the damaged flooring. After taking the pictures, Mr. ******* and the technician examined the washer and took pictures of it.
On October 28, 2015, I received an email, stating that Pieratt's did not believe that they were at fault, but instead the brand new pump had cracked because of overloading the machine. Subsequently, I had a conversation with Mr. ******* whereby he repeated that Pieratt's was not at fault and that I should report the claim to my homeowners' insurance carrier.
Before and after my telephone call with Mr. *******, I had numerous conversations with various appliance servicers in the Lexington and Louisville, Kentucky areas. Each and every one of them stated that overloading is not the cause of a pump cracking. This is especially true if the machine was used one time. Instead, each and every servicer stated that the most likely cause was that the replacement pump was faulty, e.g., hairline crack, and this is what caused it to fail so quickly. Such a scenario also makes common sense.
I am very disappointed in Pieratt's and their failure to do the right thing and rectify their mistake. I do not believe that they knew the pump was faulty, but they are responsible for ensuring that a working pump would be installed.
I would like Pieratt's to repair my damaged floors.
We regret that Mr. ***** is dissatisfied with his recent service repair. We pride ourselves in providing the best service in Lexington, but on occasion repairs can have unexpected issues and we will always do our best to rectify issues to the customer's satisfaction.
After receiving Mr. *****'s request for service for a leaking washer, we sent a service technician, ******* ********* to the customer's home to determine the cause of the leak. The technician determined the leak was caused by a faulty pump. After receiving authorization from the customer for estimated repair costs, a new pump was ordered and Mr. ******** returned to install the new pump. At the time of completion of this service, our technician received full payment via personal check from the customer that work was completed satisfactorily and the machine was tested for proper operation. I spoke personally with Mr. ******** (who performed this service repair), and he has assured me that the washer was tested for proper operation at the conclusion of the service call. This is standard operating procedure for all service repairs.
Since receiving Mr. *****'s complaint, which was made 7 days after the service repair, *******'s has actively been working on a resolution to his concerns. We promptly filed a notice of claim with The ********** ********* ********* - Claim #XXXXXXX - last week. Earlier today, the insurance claims associate indicated she left a message on Mr. *****'s voicemail regarding this case.
Pieratt's will take responsibility as determined and directed by the insurance company after investigation on this claim. Pieratt's continues to recommend that Mr. ***** notify his home insurance agency of this ongoing claim so the insurance agencies may work together to find resolution in this case. We hope that these actions will show that we are doing what is necessary to provide a fair resolution to Mr. *****'s service repair concerns.
(The consumer indicated he/she DID NOT accept the response from the business.)
A review of Pieratt's four (4) paragraph response to my complaint reveals that its management does simply not get it. A review of Pieratt's response does not indicate how or why the pump would fail on the first use and not be their responsibility. The simple fact is that the pump was defective when it left Pieratt's and that they should take responsibility for the faulty part. I have talked with numerous service technicians who have all confirmed that the most likely and probable cause of the pump failure was that it was defective. I would not have filed a complaint if Pieratt's would have accepted responsibility. Instead, however, Pieratt's told me to contact my insurance carrier to repair the damage because they were not taking responsibility. While this may not see urgent to Pieratt's, I have new flooring that is now ruined and has to be replaced. Our own insurance carrier laughed at Pieratt's failure to accept responsibility.
Final Business Response
In the original complaint, Mr. ***** asked for the following desired resolution: "I would like Pieratt's to repair my damaged floors."
In our response to his claim, we indicated that we have taken the following action to achieve this desired resolution: "Since receiving Mr. *****'s complaint, which was made 7 days after the service repair, Pieratt's has actively been working on a fair and proper resolution to his concerns. We promptly filed a notice of claim with The Cincinnati Insurance Companies - Claim #XXXXXXX - last week. Earlier today, the insurance claims associate indicated she left a message on Mr. *****'s voicemail regarding this case." Also, in our initial response we agreed to take responsibility as determined and directed by the insurance carrier after investigation on this claim.
In our response, we did not ask Mr. ***** to "contact my insurance carrier to repair the damage because they were not taking responsibility" as he stated above. We did, however, advise Mr. ***** to notify his home owner's insurance agency of our filed claim with our insurance agency.
We have taken all necessary actions to bring about a fair and proper resolution to Mr. *****'s complaint.
In the initial complaint, Mr. ***** did not ask for an analysis of how or why a pump may crack after a single use, therefore, we did not offer this response. Since it is now requested, we can offer that from our professional observance, the cracked pump was caused from overloading of the washer which led to extreme imbalance of the outer tub. In this case, the extreme imbalance caused the wiring harness attached to the pump to be torn off and caused the pump to become cracked. If these issues had existed when our service technician left the home, the washer could not run a wash cycle and would have immediately shown an error code. The fact that the machine could run a wash cycle means that the wiring harness was properly attached and the pump was intact when our technician completed the service repair.
Despite our professional observance, we are - as stated above - actively working to offer Mr. ***** a fair and proper resolution and will follow the determination of our insurance carrier based on claim #XXXXXXX.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Pieratt's response shows a utter lack for the workings of a washing machine. Each and every service technician who I have spoken with about this issue has stated that the pump was defective when it was installed by Pieratt's. I do not believe that Pieratt's knew that the pump was defective when it was installed. It was likely damaged in transit from the parts supplier to Pieratt's. Moreover, since I am the one that loaded the washer on its initial usage after the Pieratt's service call, I am 100% certain that the machine was not overloaded. In fact, it was not even a full load, but, instead, was slightly over a half a load composed of children's clothes, t-shirts, and under garments. The simple fact is that Pieratt's is trying to avoid paying a claim for damage that was its fault. Moreover, I have left numerous messages with Pieratt's insurance carrier who has yet to return any of my telephone calls. At the current time, my flooring is severally damaged and it seems that Pieratt's could care less.