Complaints

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a water heater from this company in 2017. It has an 8 or 10 year warranty. It is not consistently heating up the water like it used to. Signs that is is dying. I spoke with ******* and texted her a few times. She blew me off.

  Business response

  12/14/2022

  Business Response /* (1000, 5, 2022/11/28) */ Contact Name and Title: ******************* Contact Phone: ********** Contact Email: *************************** ******, I am so disappointed ointed to hear I did not give you the proper attention. This is not like me and want to make it up to you. I can't justify not responding to you, but sometimes, especially this last month, I have needed to go back over text messages to make sure no job would be missed, Unfortunately if your contacted me over email, spam emails tend to cause more of that. Texting and calling is the best way. I may take a day or 2 to get back if it is not an urgent emergency but I always do my best to make sure every customer isn't left unhappy. I am glad you brought this to my attention. I will be a lot more diligent on how to approach avoiding these instances. Please allow me another apportunity to make this up to you. Despite your unit being purchased 5 years ago, we normally provide a 1-3 year max in home warranty, after that you need to call the manufacturer, although i am more than happy to help you with the process, and now more so in your case, I will do this ASAP. Please call me ********** ************* Call anytime. Consumer Response /* (3000, 7, 2022/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) There were no emails involved in our communication. There was only direct communication that took place between me and the party. I called and spoke with her directly like 2 or 3 times. I texted her multiple times. Please refer to picture evidence submitted. The last time I spoke with her she told me that she would call me back in 5 minutes and that call never came. The following morning I called both numbers again and sent a final text. I waited 24 hours after my last text to see if she'd call before I contacted BBB for assistance. *I just want the number that I need to call for the warranty provided to you and any additional necessary information. Thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩