ComplaintsforWestern Pacific Distributors Inc

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WPD supplied us with a water softener for our new restaurant and new water heater. ***- regional manager- insisted on ordering and helping to come assist with the install as he told our third party of equipment installers he was trained and capable of setting up the softener. He was not. The wrong parts were specified and *** prepared the softener to take these incorrect parts. ******** came and followed his instructions. After these wrong parts were installed, the softener would not distribute any salts. This caused over $150,000 worth of new equipment to receive extremely calcified water to run through them leaving large amounts of residue in dishwashing machines, pasta cookers, high end espresso machines, etc. As well as flooding our kitchen due to the wrong parts being chosen by what WPD considers a top employee and regional manager- ******************************After dealing with Rexs error and his disregard for professionalism, we try to get new parts through him. Despite being regional manager, he is unable to help us as he is in *****. He confirms he ships the parts. We find out they did not ship. We scheduled a plumber that will now be yet again an extra cost to cancel to try and fix **** sad attempt at installing one of his very own products. He claims no responsibility for wrongly choosing parts and prepping the softener to receive said wrong parts. PLUS he is now saying it is not the right softener for the place - despite him confirming and selling us this softener.His last words to my co-owner, chef, and husband were leave it on the curb We expect this be rectified with a proper machine - as the one they suggested and sold is now being described as wrong. This admittance of mistake. Sorry doesnt cover our costs, time of fixing Rexs error, and now needed to pay for the error to be fixed, and the possible need of a new machine.

  Business response

  08/26/2022

  As usual there is a whole other side to this issue that is being resolved by the water softener manufacturer :

  1. User called the manufacturer of a component on the water softener to complain that it was not working .

  2.Pentair who user called somehow didn't realize it was not a product they manufactured but only supplied components and told user he need red injectors not brown.

  3.*** / WPd was told to overnite Saturday ......we contacted Performance Water ( the actual manufacturer ...not knowing they talked to a component supplier ) to ship NDA/ Saturday .

  4.Shipment didn't make it On Friday because *** came before it was ready and went Monday NDA , but none of us knew why the injectors needed to be changed .

  5.*** only happened to be on site to supervise the installation of a new water system with the refrigeration contractor . The Plumber on the job installed the softener without any supervision from *** .

  6.The restaurant equipment contractor purchased the softener from WPD who purchased it from the manufacturer , Performance Water . *** was asked to order the red injectors not knowing directions came from a component supplier .

  7.When we finally figured out that user was not talking to the actual manufacturer , We got Performance water involved ( they said the injectors that came with the unit were the correct ones not the special ordered red ones ).

  Performance Water is now involved and their tech has been there once and did find someone actually broke a part ( not *** , there is a plumber and a restaurant equipment contractor as well as owner who we believe touched the softener ).

  Performance Water's tech is scheduled to be back on site today to complete the repair and startup and test the softener 9 he would have been there sooner but the facility was closed .

  Meanwhile , the user demanded that the softener be replaced without the manufacturer being allowed to fulfill his warranty obligation to get the softener performing as specified . The Chef's unreasonable demands turned into a messy exchange .

  So the problem should be resolved today ! Miscommunication and we believe mixup of individuals ( *** didn't have anything to do with installation or contacting the wrong factory , when he finally figured out , he brought the manufacturer in to solve the problem.
  

  WPD only received this notification , yesterday the 25th when the manufacturer was already scheduling warranty repair .
  

  Customer response

  08/30/2022

  I am rejecting this response because:

  
  1. Thank you for addressing this with us. Our experience trying to get help with this initially through your employee *** was unsuccessful and unprofessional.  We called Pentair on the manual tech support line while waiting to hear back from WPD and ***. There continues to be an issue not only with the water softener installed after calling Hatch Equipment. Who referred us to *** who came down specifically to instruct the install of the water softener and the ******** machine by their request because ********** had never done those installs before. Neither of these two machines are working properly.I watched *** myself take thanks for helping with the install. I thank him, and he said "no problem, that's what I'm here for, and call me if you have any issues."
  
  2. ******************************* determined they were the wrong injectors and has since replaced the original injectors with larger ones.
  3. Same as above. The "correct" parts did not pull brine from the tank. They have since been changed to the injectors quoted by the manufacturer.
  4. You did not over-night the injectors as you said. They were sent ground and took many days to arrive despite our urgent need. As per 2 & 3 above we have since used the injectors that were sent ground that are being called out as incorrect by your team. The device is still not operating. The technician believes something may have been damaged due to the wrong install.
  5. ******************************* has been to our property 6 times and it is still not working. It has created many spills of gallons of water on our new floor,covered our new equipment in hard water, and caused outages.
  ********* was there to advice on the installs of the ice machine, water softener,and the ******** machine. Two of the three are not working. ********, and water softener.
  7.
  8.  We agree there has been a lot of frustration.
  

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