ComplaintsforHydro-Max Jetter

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Jetter from their company and was explained they stand behind their product with a lifetime structural warranty. trust me, not the case, finding out that they purchase jetters from another company and that company purchases the trailer from another company. I offered to take trailer 4 hours to where i purchased it at my cost to get it replaced due to cracks in trailer were severe. i asked if they might offer a loaner until mine was fixed. was told no, ship it to **************************** at my cost, repair at my cost, and ship back to me at my cost !!! That would cost more than my jetter cost new !! They did offer to rent me a jetter for $5700 a month, so nice of them. In 21 years of business never been treated more like trash than this. Now my warranty is void because i am getting someone local to do his best to repair it. This company and the other two state they have 5 star reviews , no freakin way this is true I am positive those are manipulated like we were !! Sincerely ****** Plumbing ************ **

  Business response

  12/13/2023

  ******* *** purchased a Eagle 600 Jetters Northwest Hydro Jetter from ** in April 2021. We are a dealer for Jetters Northwest.
  
  Two weeks ago we received a call about cracking on the trailer. As stated in many calls and emails; per the registration card they received at time of purchase and emailed to ******************** on 12/8/23 it states If a problem occurs which the owner believes is covered by this warranty, Great Northern will make its greatest effort to repair or replace the failure; if it is found to be within the terms of this warranty, within sixty(60) days. The owner shall deliver the trailer at his expense to the manufacturer for warranty service." (See attached card)
  
  ******************** has spoken with ***********************, manager of Jetters Northwest and 2 employees at the trailer manufacturer ********************** Works. All have stated the trailer must be inspected at the manufacture in **********, OR.
  

  He stated in his complaint that he would spend more than his jetter cost new then on transport of this trailer. In our experience the transport estimate would be $3k each way. Nothing close to the $44,098.01 his company paid for the new unit ($46,595 with nozzles and accessories) back in April 2021.

  
  As a courtesy we offered a Jetter rental at 50% off.For example, if he were to use it for one month it would cost him $2850 (not the $5700 as stated in his complaint) while his unit was down. This discount was offered as a customer service.

  Any product that has been in use for 2 and a half years having a possible warranty issue its not unexpected to be asked to deliver it to the manufacture for inspection and warranty work.
  

  For the safety of our customer this trailer must be inspected and repaired by the manufacturer ********************** Works in ******.

  We have appreciated ******* Plumbing business over the years.We hope to continue working with them. 

  Customer response

  12/14/2023

  Complaint: 20997310
  
  I am rejecting this response because :This is the first I heard of any warranty card sent to us because this is not true.  If I thought or was made aware that the trailer would need to be delivered to ****** I would not have purchased it.  Our sales person **** assured us that Hydro *** was a full service repair and assembly shop, we were not made aware of Jetters Northwest at any time.  ************ informed us that the trailer was also cracked on other side of axle and we were lucky to find issues because outcome would not be good.  I was not offered half price on any rental and feel , including my owner and CEO that needing to rent is truly a joke.  As a company I would be truly embarrassed with this situation.   I did speak with trailer builder employees stating I would get a call from owner but that never happened.  ********************* from Jetters Northwest agreed shipping trailer from ******** to ****** made no sense to him as a business man.  He also said to have it repaired locally and let him know what the cost was.  Honestly after repair company findings of further damage i wouldn't want a replacement trailer from this company.  I'm fine with voiding this so called warranty but maybe at least they would cover the cost of repair being that a month without a jetter has cost us thousands of dollars in revenue.
  ***************************

  Business response

  12/14/2023

  As stated previously and over the past couple of weeks to Mr. *************;per the registration card they received at time of purchase and emailed to ******************* on 12/8/23 it states If a problem occurs which the owner believes is covered by this warranty, Great Northern will make its greatest effort to repair or replace the failure; if it is found to be within the terms of this warranty, within sixty(60) days. The owner shall deliver the trailer at his expense to the manufacturer for warranty service." (See attached card)

  For the safety of our customer this trailer must be inspected and repaired by the manufacturer ********************** Works in ******. If you decide to repair it on your own, it will void the warranty going forward. 

   

  Customer response

  12/14/2023

  Complaint: 20997310
  
  I am rejecting this response because: I didn't receive a warranty card, but just throw salt in the wound (60) days a company will accept full responsibility for a product.  We give

  12 months on just a sewer repair, your company is laughable and i will see how bad we can tarnish your reviews.

  
  
  Regards,
  
  ***************************

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