Complaints

• Initial Complaint

  05/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Horrible place!! Matt the supervisor, manager hung up on me 2 times, explained that the owner Brandon B********* will not speak with customers if they have a complaint! The hot water heater they sold us is bad and they keep sending technicians but not fixing the problem. They offered to pay $300 to take a $1000.00 hot water heater back but only if they installed a tankless! People please beware, they will take your money and leave you with ****!

  Business response

  05/22/2023

  
  In response to the complaint, ID ********, here are the facts:
  
  The unit was installed in 10/14/2022
  11/4/22:  The technician inspected the water heater and found a puddle of water on the left side of the tank, pooling from underneath.  The hot and cold lines were inspected and were completely dry.  Inspected the T&P valve and found some moister in relief pipe, but no water leakage.  Per manufacturer’s request, customer placed a bucket under valve to ensure leakage wasn’t from thermal expansion.  New water heater would be available if required.
  
  11/11/22:  Removed and replaced defective T&P valve. 
  
  12/2/2022:  Tech arrived to inspect leaking water heater.  Tech found new relief valve leaking, and tested house pressure.  Tech installed a thermal expansion tank, checked for leaks and found none.  The tank was installed at no charge.
  
  5/1/2023: Customer requested quote on tankless water heater, which was given.  At this time, customer requested credit for the water heater, which customer stated isn’t working properly for them.
  
  Customer claimed the water heater was defective because there was not enough hot water when showering, running the dishwasher, and doing laundry…all at the same time.  Supervisor explained that the water heater needed time to recuperate.  The customer argued that the water heater was defective. Our position is that the water heater, installed in October of 2022, and working for 7 months, was working as it should, but rather it was not used properly. The water heater is not defective, just not capable of supplying non-stop hot water to meet the demand the customer put on it.  We offered the customer $300 toward an upgrade.
  
  We take customer service and satisfaction very seriously as attested to by our numerous 5 star reviews.  Unfortunately  in this case, we were not able to satisfy the customer  because of the customer’s lack of understanding as to how water heaters work. 

  Customer response

  05/22/2023

  
  Complaint: ********
  
  I am rejecting this response because they have not addressed the issue even with their response. It's all lies and excuses. They should stand behind their products and if they don't, they don't deserve the business! Matt even insinuated that I was a liar. He said "if it walks like a duck and quacks like a duck, it's a duck! I have NEVER been treated this way by anyone and when my husband asked to speak with him he didn't return his calls! This business frauded us and they will pay for it! We are proceeding with our rights and they will realize you cannot do business this way!
  
  Sincerely,
  
  ****** ******

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