ComplaintsforPrier Products
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Failure to fulfill warranty obligation on newly purchased(3-07-2022) defective product(outdoor) faucet. Problem: defective hydrant. Contacted customer support(Name: ***** **** ***************) and provided all necessary information regarding issue, who refused to satisfy warranty request.Business response
03/28/2022
Dear BBB of Greater Kansas City,
Thank you for giving us the opportunity to present our side of the case referenced above. The customer referenced
in this case reached out to PRIER Products via email on Wednesday, March 16th at 11:18 am. They informed the
customer service representative about an issue they were having with one of our products.
After a few back and forth emails, the customer service representative was going to send them a replacement kit to
resolve the issue they were noting. Upon entering a new order, they discovered that we sent the exact same kit to
the same customer back on January 24th, 2019. Since our products come with a 3 year warranty, the customer
service representative questioned if this was the same product we serviced and sent a kit for back in January 2019.
Pictures sent by the customer also referrenced an older model, with a vacuum breaker that has not been produced
for a few years now. The customer was adamant that the product was a brand new purchase and even offered to
send us their **** ***** receipt to reference the purchase. (Receipt was never received.)
With the information we had at our disposal, the customer service representative requested permission from a
manager to send the customer a repair kit. The request was approved on Thursday, March 17th and the customer
was informed via email that we were sending a replacement kit. The order was entered on March 18th, the product
shipped on March 22nd and records show it was delivered to the customer on March 25th
.
Since the customer was informed on March 17th, that we would send them a replacement kit to resolve the issue,
we are not for sure why they would have contacted BBB on March 21st to submit a complaint. The customer’s
statement, “ failure to fulfill warranty obligation” is unwarranted as we never received any official documentation to
prove it was under warranty. As a good faith gesture on our company’s behalf, we sent a kit to satisify the
customer’s request.
Attached is a PDF documentation of the email thread between the customer and our customer service
representative. If any additional information is required, please do not hesitate to contact me directly.
Apprecaite your time and assistance on this matter.
Sincerely,
****** ********** ******** ******* ******* **************** ************
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This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.