Complaint Category: Defective, damaged, or incorrect product received
Complaint: Made approximately $500.00 for a filter housing and it has leaked since purchase. WITHIN WARRANTY TIME PERIOD.
Have brought lid of housing to store on 6 occasions and they keep replacing the hair release valve instead of replacing the lid. I believe it is defective. Now they want me to pay an additional $90.00 to replace the lid. If they would have replaced the lid from the beginning, we wouldn't have this problem.
Initial Business Response
I'm sorry to see that this customer decided to take this complain in this route. It is totally UNFAIR to us due to the fact that she has been complaining about a filter's leak that is no longer under warranty per the manufacturer. We on the other hand, have been trying to help her filter's situation at no charge at all. We have gone out of our way sending our technician to her house at no cost to try to resolve her problem. We also try new parts at no charge (at our cost) when we didn't have to do so, but we tried out of our hearts any how.
Additionally, we offered to split the cost of the replacement lid with her but she refused. We are still willing to do that if she decides to accept our offer.
THIS COMPLAIN IS TOTALLY UNFAIR TO US.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. ****** is not being truthful. This leak has been going on since 3 months after installation which was wellwithin the year warranty. They have replaced the air release valve a total of 6 times instead of replacing the defective lid. If they would have done the right thing to begin with, we would absolutely not have this problem. They dragged it out so now the warranty has expired. This is very disturbing to me as this Pinch a Penny has been my store for 11 years.
Final Business Response
Mrs. ******'s declaration are not true. The first time we heard of a leak the filter was already out of warranty (more than a year had passed). However, we tried fixing it at no charge. Furthermore, we are still willing to help her solve the problem. We are not hidiing, we are here to help all of our customers so she is welcomw to come back.
Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.