California Faucets

Review: I purchased two pop up drain assemblies from [redacted], [redacted] Blvd, [redacted], CA, [redacted] at a cost of $88.00 each. They ordered them from California Faucets, 5271 Argosy Drive, Huntington Beach, CA. We obtained a plumber for installation. He installed the first assembly successfully. He installed the second assembly, turned on the water and it leaked from the assembly. He took it off and inspected it to determine the problem and found it was defective. I have talked to [redacted] at [redacted] and he has ordered another assembly at no charge in accordance with the warranty.My problem is that I now have to pay the plumber to return to my home and install the new assembly when it arrives, so I am paying him twice, and plumbers are not cheap. I have talked to [redacted] at California Faucets [redacted] and he offers no relief for this cost even though they sent a defective product. He says it is standard practice and policy in the industry to only cover the replacement of the defective product but not any part of the additional installation cost. I feel this is wrong and very unfair the I should be penalized because they sent a defective part.Desired Settlement: I feel that California Faucets should pay for the cost of the plumber when he returns to install the replacement Pop Up Assembly.

Business

Response:

To the attention of: [redacted] Case ID: [redacted]

Our warranty, and the warranty of virtually every other faucet manufacturer, specifically excludes labor. Through years of data gained through experience we know that a substantial percentage of “defective” product replaced under warranty in our industry is actually caused by faulty installation, bad system design, or incorrect application.

However, after receiving and testing the product returned by this customer, we determined that in this case, there was a true, albeit rare, manufacturing defect that caused the leak. As a result, we have contacted the customer directly and informed him that we will cover the cost of labor to reinstall the new part. A check for the full amount was mailed on 5/14/2014 to the customer.

We at California Faucets take our commitment to quality and customer satisfaction very seriously. We are glad that we were able to get to the root of the problem and apologize for any inconvenience to the customer.

President & CEO, California Faucets

800.822.8855 (phone)

714.891.2478(fax)

Consumer

Response:

Thank you for assisting me with my complaint. California Faucets has responded and apologized for the inconvenience caused by their defective product. Today I received a check for $170.00 which almost pays for the second service by the plumber. I am very happy with their response and have accepted their apology.

Sincerely,

[redacted] L. [redacted]