ComplaintsforXylem Inc.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a xylem septic pump in February, 2021. A local general contractor made the purchase (Redemption Remodeling) and a subcontractor plumber and electrician installed it; however, xylem insisted that their representative approve the installation before the system could be used. That happened, but delayed operation for more than two days. They also placed a sticker with a phone number and the representative told me that I must call that number for any maintenance needs or lose the lifetime warranty. The general contractor can confirm that a lifetime warranty was promised.The pump failed a week ago, and the alarm system also failed. I called the number and was told that they no longer provided service themselves but they had a local company who could help me. That company with '24 hour service' did come, but they were not available until the next day. The technician immediately said that they entire electrical system was shot, and the pump itself probably had a leak "that goes back to the day of installation". They ordered a new electrical panel from xylem but xylem sent the wrong panel. They ordered another electrical panel which was promised for delivery this past Monday. It didn't come until Tuesday.Tuesday, the technician installed the panel and the pump has power but will not start. Meanwhile, I had contacted xylem customer service multiple times without response. Only after I sent a direct email to the head of investor relations did customer service bother to respond. First, they promised an investigation. Then they called back saying none of it is their responsibility and that the local distributor needed to handle it.In some text on the sticker on the pump (xylem itself is in prominent, large text), there is a tag for "Flygt A Xylem brand". It does not say it is a distributor, and actively misleads by using the 'brand' label. At present, I am being given a **** for $2167 -- and the pump still isn't working.

  Customer response

  05/03/2022

  Better Business Bureau:
  
  At this time, the issue underlying my complaint, ID ******** regarding Xylem Inc. has been resolved.  *********** did respond to my emails to them.  The person I talked to said they never received the formal complaint through BBB.  But after several failures to generate any meaningful response, someone within xylem interceded -- I never learned who -- and the underlying problem was resolved.  I still had substantial out of pocket expense (approximately $900) that was not reimbursed.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *********************

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