Rayco Operating

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ In response to the complaint from [redacted] , please be advised that we have already been in contact with Ms [redacted] by phone, email and by letter (attached) and provided the information that we haveWe have been in contact with the plumber who did the work and provided the info he could rememberUnfortunately we do not have pictures I would like to point out that as per Ms [redacted] 's letter to us (attached here), she clearly states the fitting failure was due to high PH in her water that resulted in corrosionI realize this is an unfortunate incident for her, but it in no way is a direct result of negligence or poor workmanship by us or our sub-contractorAll work was done to the National Building Code and had been inspected by appropriate government inspectors and ultimately an Occupancy Permit was issuedFurthermore, Birkshire has had no other incidents or have we been accused of poor workmanship and/ or negligence I can appreciate that Ms [redacted] is upset by this, but she should not expect compensation from us for this matterHer home had been covered by a year Warranty which expired in *** Unfortunately time removes memories and there is/was no requirement to document in any manner the location of the fittingsTherefore Birkshire has nothing else to offer in this circumstance Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/08/05) */ I received the complaint response under cover of [redacted] 's letter dated [redacted] **thI did not receive it until today, [redacted] *th, ***The deadline for response was identified as [redacted] *rd We are not satisfied with the business' responseThe bottom line is that we have been advised fittings should never have been put under the slabWe know for certain that at least two fittings were under the slab, the one that failed and another that didn't fail but was only inches away If in fact the corrosion was caused by high pH, that is not the builder's responsibility, but the fact there were any fittings under the slab is the builder's responsibility and in the opinion of our plumber, as well as others we have consulted, poor workmanship and negligentFailure of fittings is the very reason they should never be installed under a slab, they need to be accessible to facilitate repair or modification The fact the failed fitting was under the slab made the repair of the fitting significantly invasive and expensiveWe have a large crater in our ceramic tiles bathroom floorThat would not be the case if the fitting had been in the wall where it should have been We want the cost of accessing the fitting and repairing the damage caused by accessing the fitting paid by the contractor The contractor has suggested the fittings are in the wallsWe want him to show us where they are so we can repair themIf he can't locate them in the walls then we want him to pay to have a new domestic water supply system installed in our home [redacted] Final Business Response / [redacted] (4000, 19, 2015/08/26) */ We are not trying to be difficult here but we just don't have the information to giveWe spoke with the plumber and he doesn't remember where things are locatedToo much time and too many plumbing jobs have occurredAs we didn't physically do this part of the work, we have no idea where they areSorry that we cannot offer more assistance - we just don't know the location Final Consumer Response / [redacted] (4200, 21, 2015/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) We still have a large hole in our bathroom floor as a result of accessing the joint that was under the slabOur plumber tells us the joint should not have been under the slabWe also have to find the other joints throughout the house We think the builder is responsible to repair the bathroom floor and locate the other joints [redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
In response to the complaint from [redacted], please be advised that we have already been in contact with Ms. [redacted] by phone, email and by letter (attached) and provided the information that we have. We have been in contact with the...

plumber who did the work and provided the info he could remember. Unfortunately we do not have pictures.

I would like to point out that as per Ms. [redacted]'s letter to us (attached here), she clearly states the fitting failure was due to high PH in her water that resulted in corrosion. I realize this is an unfortunate incident for her, but it in no way is a direct result of negligence or poor workmanship by us or our sub-contractor. All work was done to the National Building Code and had been inspected by appropriate government inspectors and ultimately an Occupancy Permit was issued. Furthermore, Birkshire has had no other incidents or have we been accused of poor workmanship and/ or negligence.

I can appreciate that Ms. [redacted] is upset by this, but she should not expect compensation from us for this matter. Her home had been covered by a 7 year Warranty which expired in [redacted].

Unfortunately time removes memories and there is/was no requirement to document in any manner the location of the fittings. Therefore Birkshire has nothing else to offer in this circumstance.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/05) */
I received the complaint response under cover of [redacted]'s letter dated [redacted]th. I did not receive it until today, [redacted]th, [redacted]. The deadline for response was identified as [redacted]rd.
We are not satisfied with the business' response. The bottom line is that we have been advised fittings should never have been put under the slab. We know for certain that at least two fittings were under the slab, the one that failed and another that didn't fail but was only inches away.
If in fact the corrosion was caused by high pH, that is not the builder's responsibility, but the fact there were any fittings under the slab is the builder's responsibility and in the opinion of our plumber, as well as others we have consulted, poor workmanship and negligent. Failure of fittings is the very reason they should never be installed under a slab, they need to be accessible to facilitate repair or modification.
The fact the failed fitting was under the slab made the repair of the fitting significantly invasive and expensive. We have a large crater in our ceramic tiles bathroom floor. That would not be the case if the fitting had been in the wall where it should have been.
We want the cost of accessing the fitting and repairing the damage caused by accessing the fitting paid by the contractor.
The contractor has suggested the fittings are in the walls. We want him to show us where they are so we can repair them. If he can't locate them in the walls then we want him to pay to have a new domestic water supply system installed in our home.
[redacted]
Final Business Response /* (4000, 19, 2015/08/26) */
We are not trying to be difficult here but we just don't have the information to give. We spoke with the plumber and he doesn't remember where things are located. Too much time and too many plumbing jobs have occurred. As we didn't physically do this part of the work, we have no idea where they are. Sorry that we cannot offer more assistance - we just don't know the location.
Final Consumer Response /* (4200, 21, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We still have a large hole in our bathroom floor as a result of accessing the joint that was under the slab. Our plumber tells us the joint should not have been under the slab. We also have to find the other joints throughout the house.
We think the builder is responsible to repair the bathroom floor and locate the other joints.
[redacted]