Back in April 2012 a local Well Drilling company was called to fix my well pump/tank issue I was having at the time.  The problem required replacement of both the pump and the tank and came with a hefty price tag.  Recently the pump has been cycling on/off quickly.  When I checked the system I determined the bladder tank was no longer holding air.  I checked online, the tank was "supposed to" carry a 5 year warranty from the date of installation.  Rough math, I'm at 3 years 11 months.  They come out and won't honor the tank warranty.  They say they "can't get that tank anymore".  At this point, I need water in the house.  So they install the new tank.  I get nailed with a $750 bill.

 

I called the tank manufacturer (PENTAIR) about the warranty.  The customer service agent asks for the date code.  When I gave it to him he says "whoah, that tank was 4 years old when they installed it".  Now I feel like even more of sucker.  PENTAIR gave me a glimmer of hope.  I didn't let the installer take my old "defective" tank.  PENTAIR asked for the original sticker off the unit and a copy of my original receipt from 2012.  I'm not sure what they can do for me. 

 

I've had 2 lousy experiences with JW Jenkins & Sons Well Drilling.  Unfortunately, they installed the original unit so I thought they would have handled this better.  I fully expected to pay for labor and any odd ball parts but to get screwed like this on a product that should be covered is painful.  So I thought I'd share my experience and hopefully save others from similar misfortune.

 

 

Do you have the original install contract?

Please say you paid with a credit card..

If so call and dispute charges, if by check call bank and stop payment. If cash I would call company and start a major shitstorm with them.

I'd get all the info you can from the manufacturer and any proof that the tank was "old" before it was installed.

Contact the installer and tell them all this and request they honor the warranty on the unit since they sold you an old one to begin with, by refunding you the price listed on either your original bill for the original tank, or the price of the new tank, which ever is higher.

Regardless of the outcome i'd contact the state AG and talk to whatever licensing agency they're supposed to be paying and inform them of this incident.

 

I have ZERO tolerance for "utility" companies that fuck people over.

Keep hounding the installers. Like sota said get all the info you can.

If all else fails contact the division of consumer affairs. Good contractors will work with you. Bad ones need to be removed

I just installed a tank for a customer yesterday. $775.00 that price is in the ball park. But they should have only charged you labor, and taken care of the tank warranty with you & the manufacturer. As good business practice. Although they're not obligated to from a legal standpoint after 1 year. Chances are though if they can no longer pick that brand up locally, you would be waiting a few days without water, for PENTAIR to send you a warranty replacement. BTW the tee, Guage, switch, nipple, relief valve, check valve, drain valve, and pressure switch, aren't part of the tank nor covered for more than a year. So they would probably charge you for that as well. There's a reason I sell Amtrol or AO Smith well tanks. They always honor the warranty for my customers from the installation date. The tank could sit on the shelf at my suppliers warehouse for a few years before I buy it to install. Sounds like this company is lazy and don't want to take care of their end of the legwork to try to get you a tank under warranty. It's a shame, but as they say hogs get slaughtered.

If the manufacturer is as willing to document the situation as it seems, small claims court is also a viable possibility if you still have your initial paperwork. 

I'd get all the info you can from the manufacturer and any proof that the tank was "old" before it was installed.

Contact the installer and tell them all this and request they honor the warranty on the unit since they sold you an old one to begin with, by refunding you the price listed on either your original bill for the original tank, or the price of the new tank, which ever is higher.

Regardless of the outcome i'd contact the state AG and talk to whatever licensing agency they're supposed to be paying and inform them of this incident.

 

I have ZERO tolerance for "utility" companies that fuck people over.

The installer has no control over the date of manufacturing on a part they sell. Could be sitting at the warehouse for eons before we buy it. State law requires us to warranty material and labor for 1 year from the install date. Even if the manufacturer only has a 90 day warranty, I would have to eat it under state law. Now after that year is up, it's between the customer and the manufacturer to honor the warranty. Every manufacturer I've dealt with begins their warranty from the date of install. As long as you have a receipt. Shouldn't be a problem. And this is why I sell good high end mainstream brands. Not Pentair? Never even heard of their well tanks, and I've been doing this a while. The installer in this case should have helped the homeowner with the warranty, sometimes a phone call to the manufacturer on their behalf goes a long way. I go as far as I can to help my customers when something like this pops up.

 

BTW you would call the DCA, they regulate our licenses. but they would probably tell you the law just as I did. And they only take formal complaints against licensed companies in writing.

I would hope you would at least track such things that you keep in stock. Unknowingly selling a customer something that's out of or nearly out of warranty because it's sat on my shelf collecting dust would make me feel some responsibility. KNOWINGLY doing it and not telling the customer, especially if you used the warranty as a selling point, at least to me borders on outright fraud.

 Every manufacturer I've dealt with begins their warranty from the date of install.

 

This.  Warranty typically starts from date of install or date of substantial completion (on larger projects) - in some cases it may start on the day that the factory rep starts up the equipment (when the tech does the initial checkout to ensure the unit is operating properly).

I would hope you would at least track such things that you keep in stock. Unknowingly selling a customer something that's out of or nearly out of warranty because it's sat on my shelf collecting dust would make me feel some responsibility. KNOWINGLY doing it and not telling the customer, especially if you used the warranty as a selling point, at least to me borders on outright fraud.

Most plumbing companies don't keep well tanks "in stock" maybe have one of the most popular sizes I could see. Tanks come in big boxes, and take up valuable shop space, if you have a shop. Most of us buy them as needed from the local supply house we deal with. And like I said we have no control over how long it's been sitting there. Or any way of knowing how old they are when we receive them. I doubt they're made the same day I pick them up. The manufacturer date is a code within the serial number usually, that makes zero sense most times. Except to the manufacturer. All I know is I buy it "new" and install it. I give my required 1 year state mandated warranty, and a receipt showing date of install. After that year I'm no longer legally obligated to do anything. It's up to the manufacturer to make a decision. All my receipts, estimates, and contracts state this as per state law. I also verbally explain the warranty on any product i sell. If my warehouse changes brands tomorrow, and no longer carries a label any longer, I can't control that either. Happens all the time. But I would try to help my customer however I could, because I like keeping my customers. Now if the customer started acting like a douchebag, I probably wouldn't be as likely to assist. You get more bees with honey then with vinegar.

Just because the installers have no control over the tank age as it may, "sit in a warehouse for eons", the expectation was still set to the client that they have a 5 year warranty on the tank. Phrasing is key. If you do not have accurate information on the warranty at that time, do not supply it.

 

I would call the installer up and say exactly that. If they give you trouble or unwilling to assist, there are legal avenues that can be taken to assure that their reputation precedes them.

Just because the installers have no control over the tank age as it may, "sit in a warehouse for eons", the expectation was still set to the client that they have a 5 year warranty on the tank. Phrasing is key. If you do not have accurate information on the warranty at that time, do not supply it.

 

I would call the installer up and say exactly that. If they give you trouble or unwilling to assist, there are legal avenues that can be taken to assure that their reputation precedes them.

Unless the installer gave the customer a warranty in writing above, and beyond the mandatory 1 year that the state requires. There's nothing false or misleading on the part of the installer. And his responsibility for warranty has since expired. Manufacturer should honor whatever warranty they offer to the end recipient (customer) from the date of install. That's the entity to hold true to their warranty. And legally speaking the installer is absolved of any further burden at the 365 day mark of the original date of install. It's in the NJ business manual, which is the guideline to business practices in NJ.

If the manufacturer offers a warranty to the end user, it starts when the end user receives the product.  I've never seen a manufacturer's warranty that starts the day it's delivered to the supply house.  They all start the day the product is put in use.