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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
03/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On Nov 06, 2021, I purchased at ****** a water hose for $69.98 + tax & on Feb 06, 2023, I called ************* to report that the hose was leaking (close to the Pistol grip). I was informed by ********** needed to file a claim which I did on Feb 9, 2023. I sent a picture of the hose & the receipt. I got a message stating thank you for your submission, a member of our customer service team will review your claim and provide a response within 5-7 business days. I did not get a response and I sent another e-mail on Feb 22, 2023, inquiring on the status of my claim again, no response. Actually, this is the 2nd water hose (same brand) I bought at ****** & was leaking too but, I decided to buy another one, I didn't want to go through the hassle of the claim but, no this time. The brand is Teknor Apex Zero-G 100ft 5/8 in and 5 years warranty. Thank in advance for your time.
Business response
03/14/2023
We contacted ************** on Thursday 03/09 via phone and then again on 03/10 via phone and e-mail regarding this complaint. ************** had sent in a claim in Feb 9th and we replied to her at that time that we needed a picture of the ends of the hose removed. We had not heard back from her so the claim remained opened.
Once she replied to the e-mail that was sent by the Hose Manager it was decided that we would make a one-time exception to process the claim although not all the requirements of the claim process were fulfilled. Attached is the confirmation of the resolution for this claim.
Customer response
03/14/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************
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