Craig Jamison

Review of FSM

The salesman was great, installation went smooth a...

The salesman was great, installation went smooth and they protected and cleaned as I expected. However, the aftersales has been not so great. Within a few months my new sump pump developed an issue. I called and spoke with Mike in service and he agreed to replace the unit under warranty. I had to delay the service due to my schedule. Six weeks later I was able to schedule the service. We made an appointment (which had to be reseculed on their end.... no big problem). They did come and replace the pump per the new scheduled appointment. When finished they told me I would owe the $149.00 service call. Being that this was a new install and a failure of new equipment I disputed the charge. I was told that I had agreed to the charge when I made the appointment, which I definitely had not. The service tech made a call and they did waive the charge. I was told this was a one time waive. Ok fine....

So the service was done Friday morning. It is now the following Sunday. I arrived home to my sump alarm going off. I go down and review what is happening, and the same problem is happening again. The pump is turned on....the water in the sump well is churning and warm from the pump constantly being on.... but nothing is pumping out. Needless to say I m pretty disappointed.

Update:
After leaving a review a rep called early the next day and was willing to send someone out the next day to resolve. We made an appointment and the service technician (Dan and Joe) called and let me know they were ahead of schedule and could come earlier than expected if I was available. They arrived and assessed there was an issue with the discharge pipe where it would freeze and not allow the pump do it s job. They were professional trough the entire job. Very impressed with a company that handles problem resolution correctly. Thank you!