Business ProfileforSpecialty Services Unlimited, Inc.

Mr. Ingram brought a pressure washer in for repair. We took pictures and sent them to Simpson who DENIED warranty on said unit. See attached email from Simpson. I called the customer and asked him who was running bleach through the pump he said he was, its a pressure washer that's what you do. I explained to him that the bleach was causing the issue and that as per the warranty statement, that is NOT covered. In order to determine the failure, we would have to disassemble the pump head, and if this was the cause that diagnosis would incur a charge. We disassembled the unit advised Simpson and they agreed no warranty due to the abuse from the consumer. 

When the customer came to pick up the unit, we advised him it would be a $12 diagnosis charge. He flipped out, cussing be disrespectful. He called the police, he was told to knock it off by the police that we were not going to play this game...  In an effort to GET RID of him, we agreed to wave the diagnostic fees. Not because we had to, we chose to as it just wasn't worth all the effort. Mr. Ingram was given a Criminal Trespass order not to come back to our shop based on his actions. Now he wants to file BBB and Consumer protection agency complaints against us and SLANDER our business for doing our job. We do not work for free, just as I am sure he does not. 

There is not more that I can add, I tried to show the customer the email and he said "I don't want to see that crap." 

This is simply a customer who wants something for free - you can not ABUSE your pressure washer and expect it to be fixed for nothing. 

Below is my email and the response from Simpson's National Service Manager

Jay, 

You are correct in your assessment of this not being covered under warranty.





Sincerely
Don Hattan
National Service Manager
FNA GROUP, Simpson, Delco
985 Busse Hwy
Elkgrove Village IL 60007
PH - 847-348-1508

From: Jay Taylor <ssui@bellsouth.net>
Sent: Monday, May 22, 2023 3:39 PM
To: Don Hattan <dhattan@fna-group.com>; Marina Pappas <mpappas@fna-group.com>
Subject: {External message alert}FW: Pressure washer Ingram 3530928 PS60843 SERIAL 06224017309 6-24-22

CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
[External]

Don,

I hope this email finds you well.  We have a unit that was brought to us for repair.

PS60843  SERIAL 06224017309

Purchased from Lowes 06/24/2022.

Customer Information
Craig Inghram
107 Echo Lane
Warner Robins, GA 31088
478-954-9946

I took a look at the unit, and called the customer. I told him who I was and we were looking at his pressure washer. I asked him who has run bleach through this unit. He said he has and that it is a pressure washer, it is designed for that.
I explained that the reason I knew he had run bleach through it was the discoloration / chemical reaction with the brass pump head. I explained that was the tell tell sign. He got really belligerent with me and said he runs the cleaner that is recommended through his unit,  and it does have bleach in it. I told him if he would look at his owner’s manual, it clearly states that damage to the pump is not covered due to Damage caused by chemical deterioration, scale build up, rust, corrosion or thermal expansion

The unloader will not move, I am going to remove it and see what I can find, I just wanted to forward these pictures to you as he said he was going to call Simpson and complain that I am NOT doing my job of repairing his pressure washer.

Respectfully,

Jay Taylor
Specialty Services Unlimited, Inc.
Warner Robins, GA
478-328-3190