Complaints

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Cardinal Plumbing installed a watersoftner on 3-29-18. They also installed a non auhthorized sediment filtet that voided the warranty. They came to change the filters and it started leaking. I waited 2 weeks for a new o-ring which they destroyed, It still leaked. I decided to get another plumber who installed a new Novu water softner. , I was informed by the authorized Nuvo dealer that my old unit was not warreted because ther warranty says only Nuvo parts are coverd. I informec Cardinal Plumbing and they refused to do anything about it. They told me I had a past due balance even though it still leaked.

  Business response

  11/08/2023

  Good Morning ******,
  
  Our response to complaint ******** is:
  
  We were called out on 9/18/2023 by the homeowner *********************. Invoice 33344JH2 (attached #1 and unpaid) states: CALLED OUT FOR A NUVO WATER SOFTENER LEAKING AROUND ***. REMOVED THE *** AND FOUND THAT THE GASKET WAS DAMAGED AND IN NEED OF NEW **RING. THE HOMEOWNER HAS ORDERED NEW **RINGS.
  
  We believed that the homeowner was ordering the necessary o-rings as he said he would. We later received an email from him on 10/17/2024 (attached #2) stating that he purchased a Nuvo water softener from us on 3/29/2018 (attached #3) and thinks "we are responsible for the warranty." The warranty on the water softener is for 5 years. This unit has been installed for over 5.5 years. The warranty is not being honored solely based upon the warranty expiring. In addition, it would not be abnormal to need new o-rings every few years as they dry out and fail. The homeowner was advised in the estimate for this job that he would need to build an insulated box to contain this unit to protect it from the elements. There is a box, but it is not insulated. It is not in direct sunlight. 
  
  We spoke with our supplier Desert Industrial and they advised us that they recalled this customer and his new plumber. The new plumber showed them the water softener in a photo. The employee at the supply house forwarded the homeowner the warranty information on the Nuvo (attached #4). In that email, the supply house employee does not say, "My old unit was not warreted because ther warranty says only Nuvo parts are coverd." 
  He also does not say, "The warranty was voided because Cardinal plumbing installed a GE sediment filter." The supply house employee told us the new plumber came in later and purchased a new Nuvo and told them the warranty did not matter because the homeowner was going to have them install a new unit. 
  
  It is disingenuous for the homeowner to have work done by another plumber and then try to hold us responsible for paying for it. His claims that we destroyed his o-rings are unwarranted. **rings are very inexpensive, choosing to replace an entire unit because it needs new **rings is wasteful. If he believed he was paying the bill would he still replace it with a new unit or just the **ring? 
  
  The homeowner had already moved on to a new plumber never giving us the opportunity to resolve the issue with the **ring. 
  
  Please see Nuvo's warranty information in its entirety Warranty & Returns Note the first sentence "within 5 years of the purchase date."
  
  Feel free to call us with any additional questions regarding this matter. We look forward to this being resolved.
  
  Best ******************************************* STAFF
  
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