Hess Plumbing

Dear [redacted],I will address an answer each sentence of [redacted]'s statement, and then summarize. I agree we did install a well pump with a 2-year factory warranty at his home on August 9, 2009 OVER 5 YEARS AGO. He was NOT told by Eric it would last at least 10 years. He was told the length...

of the manufacturers warranty. I did not see it but I will agree with him that his pump stopped working on August 30th, 2014. This was again over 5 years after our installation. I agree he did call at least 10 times. He also talked to 3 different people – 2 males and 1 female. All three of the people he spoke to described his call as extremely nasty, condescending and insulting. Two of the three refused to talk to him even if they were to lose their job. Anybody answering our phones is not required to give any personal information to any caller about themselves or anybody else from the company. Also there is nothing wrong with [redacted]'s pump. It was working intermittently as per him. Which means he only needs to clean and service his controls. [redacted] is or was in the automobile industry as in or affiliated with [redacted] of [redacted] PA. If it becomes precedent that everybody who loses confidence in the dealership where they bought their car 5 years ago gets a full refund we will be in that line with [redacted] for our full refund. All labor and material warranties were expired long before [redacted]'s phone call to us this year, It should also be known that any well pump in or out of warranty can be worked on by any authorized dealer. THIS IS A NUISSANCE, UNIUSTIFIED WITH NO BASIS COMPLAINT AS YOU CAN SEE. The only purpose of this is to try to harass and intimidate us. We will not let that happen. We do not owe [redacted] any refund. His pump is working and most importantly is OUT OF WARRANTY.Office Manager

Review: Hess installed a well pump at my house in Aug 2009.

I was told by Eric who installed the pump that it would last at least 10 years.

It stopped working the Friday Aug 30th 2014. resulting in my water not turning on.

I called Hess at least 10 times asking them to come out and look at it.

The guy on the phone who would not give me his name is rude and kept telling me it won't be for a couple of days.

Hess never came out. When I would call they would hang up on me.

The guy on the phone would not give me the owners phone number or his name. '

He would only hang up on me after being rude. I bought two well pumps from this company. The first well pump was bought in apox 2002.Desired Settlement: I have lost confidence in Hess and would like my money from the well pump returned.

Business

Response:

Dear [redacted],I will address an answer each sentence of [redacted]'s statement, and then summarize. I agree we did install a well pump with a 2-year factory warranty at his home on August 9, 2009 OVER 5 YEARS AGO. He was NOT told by Eric it would last at least 10 years. He was told the length of the manufacturers warranty. I did not see it but I will agree with him that his pump stopped working on August 30th, 2014. This was again over 5 years after our installation. I agree he did call at least 10 times. He also talked to 3 different people – 2 males and 1 female. All three of the people he spoke to described his call as extremely nasty, condescending and insulting. Two of the three refused to talk to him even if they were to lose their job. Anybody answering our phones is not required to give any personal information to any caller about themselves or anybody else from the company. Also there is nothing wrong with [redacted]'s pump. It was working intermittently as per him. Which means he only needs to clean and service his controls. [redacted] is or was in the automobile industry as in or affiliated with [redacted] of [redacted] PA. If it becomes precedent that everybody who loses confidence in the dealership where they bought their car 5 years ago gets a full refund we will be in that line with [redacted] for our full refund. All labor and material warranties were expired long before [redacted]'s phone call to us this year, It should also be known that any well pump in or out of warranty can be worked on by any authorized dealer. THIS IS A NUISSANCE, UNIUSTIFIED WITH NO BASIS COMPLAINT AS YOU CAN SEE. The only purpose of this is to try to harass and intimidate us. We will not let that happen. We do not owe [redacted] any refund. His pump is working and most importantly is OUT OF WARRANTY.Office Manager

I purchased a water tank and a well pump for $4,000 from Hess 3 years ago, in a panic, as our pump had failed on a weekend. Not only were we severly overcharged, but 3 years later the water tank has failed. When I called Hess to retrieve a second receipt for warranty purposes, I was screamed at over the phone and told that he seals the receipts in a box with tape in the basement and then burns them!!!!!!! I lost the first paper receipt, so now it was my TOUGH LUCK. (this is what he honestly said to me). Clearly this man has much to hide. The fact is, he never gave me the receipt or tank warranty information in the first place. In any case, his customer service is depolorable, his products are garbage. I am regretful I ever found his misleading website and used his services. Do not make the same mistake. The man is a crook.