JSW Plumbing & Electrical

"Mr. [Member Name Removed], Your review is not accurate and is very misleading. You contacted us on July 16 regarding an issue with the Bosch on demand water heater we installed for you in Nov 2014. You and I spoke on July 16 at almost 5:00 pm. You described the code you were having and that you believed the code was caused by a power surge from some severe weather over the preceding weekend. After I got the information from you, I told you I would get with James about it and call you back; I told you at that time it would most likely be the next day. After gathering more information from both James and Gage, we spoke again on July 17 at about 12:25 pm. At that time I relayed to you that James had stated the water heater had a 6 year manufacturer's warranty, and that you should reach out to them about how to proceed. Since the issue wasn't with the labor portion, we did not want to void the remaining warranty. You seemed fine with that. You called back while I was out and left a voice mail stating that you had contacted Bosch and that you were informed by them that there was no warranty on the unit because it was purchased used or second hand (I do not recall how you worded it). The tone of your comment in the voicemail about the used appliance gave me some concern, so I spoke again with James and Gage about where the unit came from. They both informed me that you had purchased it online and had it on site when they came out to do the install. After they filled in that information for me, I called you back on the same day you left the voicemail - July 17 - at about 4:50 pm. When you and I spoke, I relayed to you that we install the units, but we are not an "Authorized Service Provider" and could not do warranty repairs to the unit. I advised you that the manufacturer should be able to at least tell you the names of service providers in the area, but to call us back if they were not of help. I stated that James could come out and call Bosch to go through the trouble shooting steps; manufacturers frequently will do this with home owners also. You indicated that you were going to reach out to Bosch again. We never heard back from you. As a company, we do not just "show up" somewhere to do work. We set up appointments with clients. In the event that an opening pops up during a normal work day, we do call a customer that we know needs work done to see if they want us to come out at that time. At no time did we EVER have an appointment with you to come out and look at your water heater. As for your comment "We arrived home 2 days ago to find out they had never shown up!? So I called them & got the voicemail... knew this was a bad sign." We do not work weekends. I do not know when you got home from your vacation, but you called our business line on July 28 - a Saturday - at 2:34 pm. I checked the voicemails on Sunday July 29. We called you back on a Sunday - less than 24 hours after you left your voicemail - to try and be of assistance, even though your voicemail was hostile and threatening. As for me "yelling in the back ground", I was sitting a mere 2 feet from James when he called you, so there was no yelling. I told you on July 17 that we do not do warranty repair work (service work) on these units. For the record, you did not thank anyone for anything during that phone call; you just hung up on him and I know this because I was on the other line. We originally advised you to go through Bosch because we believed you had a warranty on the unit. We are not in the habit of just going out to do work and charging customers for it if we think there is a way to help them save money. Had you called us back after speaking with Bosch the second time and asking for an appointment, I would have gladly set you up with one. After telling you to call us back if you needed us and not hearing anything else back from you, we believed Bosch must have provided you with the help you needed."

"Mr. [Member Name Removed], We apologize for the inconvenience you experienced. The delays on the original appointment were because of jobs going sideways. You should have been called sooner to notify you of the delays. As far as the final appointment, we had a death in the family. A number of things were overlooked, including stopping by the post office to mail your check back to you. It was our intention to send your payment back to you in consideration for your inconvenience. Again, we apologize for the issues."