George Morlan Plumbing
2222 NW Raleigh Street
Portland, Oregon 97210
November 6
Dear Mr. Bradshaw:
My husband and I purchased a new Bradford White water heater from you on June 7. We were replacing an 11-year old Sears water heater that was just starting to show signs of wear. We heard the commercial claiming that your company was The Water Heater King and we thought we would upgrade from what we had to your best model. We have always been happy with Sears products because Sears guarantees their products and their installations and always aims to please.
When we researched your company, your mission statement impressed us with the words, Value Added Service to all your customers.in your creed you state that you aim to supply total customer satisfaction and that you hope to exceed all expectations of customers.
Unfortunately, you do not live up to your mission statement nor to your creed.
When you installed the water heater, your installers left our garage floor in complete disarray. There were screws and bolts all over the place and when your men used our ladder, they just left it standing in front of the water heater. My husband called to have your men come back for the implements, but no one returned his five (5) calls. He even called the president of your company, Mr. Rick Kramien, who, also, did not bother to return his call.By this time, we were NOT very happy nor satisfied with your lack of concern for your new customers. You quickly took our money and then promptly forgot about us.
I am disabled and feel that as a disabled female, I was completely taken advantage of by your team. Not only did I NOT receive value added service, but I am most definitely NOT a satisfied customer. If you do not live up to your mission statement, then why would you live up to your creed? These words are just meaningless to you. They just look good on paper.
Yesterday, we had the misfortune of smelling rotten eggs in our garage. My husband immediately checked the garage for gas leaks and determined the odor was coming from your water heater. When he called your company, he was told that our warranty was good for the defective part, but that there would be a small labor fee. My husband was further told that they knew which part was defective since theyve received many complaints about this particular part. So this top-of-the-line water heater that you recommended to us was now defective after only 17 months.
But does your company stand behind its products? No! We were told that the product was defective and although we dont have to pay for a new gas control valve we will have to pay a small labor charge. Your sales person further indicated that that particular model was obviously flawed. Oh, well! I guess, then, that its someone elses problem. Certainly not yours.
The gentleman came out today and did, indeed, replace the gas control valve, but the small labor charge turned out to be a service call of $99.00, plus an additional labor charge of $25.00. As if this was not enough of an insult (bait and switch), the actual amount charged to our credit card was $149.00. So, not only did your people lie about the amount of this small labor charge, but your service technician cannot add correctly. When I called to tell them about this error, I was told that we actually had received a discount and that we should have been charged an additional $26.00 since the technician was there for exactly 46 minutes.
After two very unpleasant experiences with George Morlan, I feel it is my civic responsibility to inform the public of your fraudulent advertising slogan, your sloppy workmanship, and your lack of ethical standards when it comes to full disclosure of your so-called warranty.
Needless to say, we will NOT be recommending your company to any of our friends, family or associates. One cannot go wrong with Sears. Theres a reason theyve been around for such a long time and have a stellar reputation. Unfortunately, your company is not even in their league.
Sincerely,
A very dissatisfied customer,
Cc:
The Oregonian
Hillsboro Argus
usacomplaints.com
Oregon Construction Contractors Board
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