Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our pump stopped working on 9/21/2023, leaving us with no water at our home. We pulled the pump 350ft from the ground. We brought the pump, receipt and warranty (which *****- an employee with S&H- photocopied) to S&H supply to trade it in for a new pump. After looking at the pump, ***** informed us that he needed to send the pump out to find out what was wrong with it and that this would take approx one month. When we heard that, we had to buy a new pump because we had no water. ***** told us which one to buy by looking at our old pump. He charged us $959.93. At that time, **** with S&H also came out and after looking at the pump, stated that this specific pump we were returning was only warranted for 1 year. We had supporting documents proving that on 3/31/2021, this pump was warranted for 3 years. S&H supply is continuing to deny that the pump is warranted for 3 years even with our proof of warranty. S&H is also now claiming that the failed pump was never taken from us nor sent out. We left the old pump on the counter at the store, and returned home with the new pump to install. New receipt, old receipts, old product info and old warranty are attached.

  Business Response

  Date: 12/13/2023

  The customer ************************* and his contractor *********************** came in with a defective ****** pump, we explained that we can't give a refund until the manufacturer picks up pump and they approve warranty claim, then they will credit our account and we credit our customer. It is their policy not ours! We did not have a another ****** pump at that time and sold him a ***** pump along with wire and other parts his contractor said he needed to install the pump. On October 5, 2023 we received a chargeback notification from our credit card processor to let us know that he had disputed the charge on 9/21/23 for $1,559.63 and they had reversed the entire amount from our account and we have never got any of that back as of today !!  Even though *************** has never returned any of the items to our store and is in full posession of them.  We then contacted him  when we received this notice and asked if the new pump was not working?  He said it works fine. He just wanted credit for the old pump he had brought back and we told him we did not even get credit yet so we can't issue credit to him until it is approved just like we have for the past *********************************************************************** the claim with his ******** card for the price of the new pump he purchased, however we told him that they took the entire amount of the sale! 

  Now he has a new pump, working well and water! Also other new parts and this did not cost him anything because his ******** card refunded him the entire amount of the sale.  We are out the new pump, wire and parts with no revenue on that purchase.  We have contacted the ****** representative that we do business with and they have not got a chance to inspect the pump yet, they do this to insure that they were installed properly, or not struck by lighting or the veins of the pump are not full of sediment from the well which would void the warranty, again their policy not ours.   So we are still waiting for them to validate this claim and issue us a refund, which we had full intention of passing on to the customer ****************

  At this point we will have to consider this theft as he took items from us, signed a credit card slip and kept all the items and went home and reported them to his credit card company to get a full refund. We will be taking the next step press charges and  contact the Pennsylvania State Police in this matter.

  Thank you for your cooperation and forthcoming reply.

  Customer Answer

  Date: 12/25/2023

  In response to the false claims in the store owner of S&H plumbing supplies response:
  1. When we contacted Discover card, we weren't expecting the entire amount to be disputed. Only the pump, in the amount of $953.93. Discover disputed all of it. Not us.  We tried calling to discuss this with ****, but he hung up. The charges have since posted to my account. Therefore he has been paid. He can call the state police if it's felt to be necessary. The threat does not worry us because we have followed the proper protocols and have all documents to prove our case. 
  2. We appreciate that **** is now acknowledging that the pump was in fact, brought in.  Especially since he wasn't truthful in our original dispute with ******** when he stated that we took the faulty pump home with us. Based on a few of these serial false claims, that continue to be made- it is easily assumed that is how he won the dispute with ********. 
  3. Today is 12/25/23. The pump was purchased on 9/21/23. **** has stated it takes 30 days for ****** to respond. It's been well over 90 days and we still have not heard from him.  What was the final decision from ******? I am now requesting in writing to see the final report.