Fountain Mountain

Review: I bought a fountain from Fountain Mountain ~1 year ago. The pump recently stopped working. We took it apart and found the pump bearing falling out and the impeller seized up. There was nothing blocking the impeller. We maintained the fountain and cleaned it regularly. The bearing failure happened from regular operation. The warranty is for 18 months. Fountain Mountain will not even consider the bearing falling out of the pump a problem because the electrical cord had been shortened. Which was done by a licensed electrician. I assume they expected us to ship the pump back to them to shorten the cord. The bottom line is that the pump failed because of bearing failure not because of shortening an electrical cord. But they are taking the easy way out of their warranty and refuse to replace the pump. They do not care about the customer.Desired Settlement: I would like the pump replaced.

Business

Response:

We try very hard to honor warranties. But we do warn on our site against cutting pump cords. Every manufacturer we know of voids warranties for cutting a cord. Please check out the major pump manufacturers and you willl find that this is the case.

Here is our directly stated policy: