Complaints

• Initial Complaint

  12/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In regards to rental property *** ******* ******* ********* ***  When we bought the property, the hot water heater was already installed in the garage area. Leased the property for approximately 8 years to 3 separate tenants. We, as owners, paid the monthly rental fee. *** unexpectedly passed away January 2023. Property was sold August 2023. Contacted the company after his passing, was advised to change the bill to my name. Was not advised this was a lease through 2026. Have made numerous call to close account due to property sale. Even though am told my name is on the account, bill reflects ******* ***********. Every response is the person assisting cannot help in closing out the account. Has to be pushed to a higher department to calculate the balance on the bill through the end of the contract. I have been reaching out to the new owner for the location of the hot water heater. My understanding not using. To date no response. In additional to owing the fees though 2026, I will have to pay a penalty for closing the account early and the cost of hot water heater.

  Business response

  12/22/2023

  December 22, 2023
  
  
  Better Business Bureau
  The Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Re: Case # *********
  
  To Whom It May Concern:
  American Water Heater Rental (AWHR) sincerely regrets any inconvenience the customer may have experienced. We’ve been in touch with the customer to resolve the issue promptly. The customer has requested account cancellation, which requires us to remove the water heater from the new homeowner’s property. We’ve reached out to the new homeowner for permission and will proceed with the cancellation once the unit is retrieved.
  If there are any further questions or concerns, please feel free to contact me directly. 
  
  Sincerely,
  Sowmya 
  Customer Relations

• Initial Complaint

  11/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have paid AWHR a monthly fee since 2002 after buying a house with a prior rented heater. In the past 21 years, the water heater has been replaced twice, with the most recent being 2022. We are selling the home and we called to cancel and was first told will owe over $800 because our contract was through 2026 because of the water heater that was replaced last year. I explained that we should’ve been on a month to month lease since we started in 2002 and I never agreed to a new “initial agreement” nor was it explained to me. The person I spoke with said they would escalate my concern. Received a call back now saying I would have to pay $1,600 to terminate the contract after they assessed their asset. They could not explain anything prior to the new heater from last year saying I entered into a contract through 2026 stating they will email me my contract but when asked about my initial agreement from 2002 said it wouldn’t be in their system. The cost then started around $15 and has grown to $22, which is fine. But if I paid $22/month through 2026, it wouldn’t come close to the $1,600 they say I owe. I have not yet received the email. The new buyers don’t want to rent it and are fine for AWHR to come get the water heater. I’m really not sure where to go from here.

  Business response

  12/04/2023

  December 4, 2023
  
  
  Better Business Bureau
  The Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Case # ********– Cheryl L *******
  
  
  To Whom It May Concern:
  
  We, at American Water Heater Rental (AWHR), wish to extend our deepest apologies for any inconvenience that may have been caused to the customer. We have made multiple attempts to communicate with Ms. *******, leaving voicemails to clarify the cancellation payoff amount. In response to her request, we have emailed Ms. ******* a signed copy of the rental agreement.
  Should Ms. ******* have any additional queries or concerns, they are welcome to contact us directly.
  
  Sincerely,
  Sowmya ******
  Customer Relations Specialist

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ******* * **** **** ** ******* ** ** ******** **** ***** ****** ******* **** * ********** *** ******* ** ***** ** *** *** **** On 7/28/22 repairman Eric ***** came out and tried to repair the unit. The shut off valve was leaking all over the basement floor. and the sump pump running a lot. Mr ***** said the heater was too old to repair. The setting on the heat was in the highest position and couldn't be changed. The company didn't have these types of heaters any longer. I didn't want him or your company to bring out a new one. Since I couldn't afford a new one at the moment I told him I'd turn it off and only use it a few hours a day. 3/15/23 Called to cancel AWHR-- got transferred to several people Was told they would handle it. 4/11/23 Called and spoke with Jose---put on hold 21 minutes and finally hung up. 6/26/23 Spoke with Oscar. He said I would have to pay the final bill. Told him I wasn'r using it. He said no matter they couldn't cancel it as long as it was past due. I sent and email but never got a response from the company, only more bills. 6/30/23 I paid a bill on the phone. Then I spoke with Rod. He said water heater was mine to dispose of. Told him about $75 to get rid of it. He said it was mine to do what I wanted. conference # JR359791. 7/11/23 Alvin said it's cancelled. No more payments due. Asked about the $75. He said he didn't have anything to do with that. 8/14/23 Jose said can'r understand why it still isn't cancelled. He will make sure it's cancelled and call me in 2 days. Never heard back. 9/12/23 Ceasar took info and put me on hold quite a while. When he came back he said this would have to be handled in a different area and I should call back in a few days. 9/14/23 Johan took all the info said 3 payments are due. took more info and put me on hold. When he came back he said management will take care of this and waive the payments and close the account. took my hoe number and said they would call me. I am leery that this will happen so I am writing the BBB as well as sending you this. I believe you owe me $75 for the removal and an apology for the treatment I have gotten after being a good customer for all these years. Sincerely, *** ******

  Business response

  09/20/2023

  September 20, 2023
  
  
  Better Business Bureau
  The Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  **** * ********* ***** * ******
  
  
  To Whom It May Concern:
  
  American Water Heater Rental (AWHR) sincerely regrets any inconvenience the customer may have experienced. AWHR has been in communication with the customer to promptly resolve the matter. AWHR has removed any balances, cancelled the account, and gifted the unit to the customer. Additionally, we have provided the customer with a clarification regarding the unit removal cost.
  
  If there are any further questions or concerns, please feel free to contact me directly. 
  
  Sincerely,
  Sowmya **
  Customer Relations

  Customer response

  09/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been renting a hot water heater off of AWHR for years & it has a lifetime parts & labor with rental.I have a leak in the hot water heater & my wife called to report the leak but they said we owe them $6.00 past due but we don't owe any past due we have all our canceled check but AWHR refuse to tell my wife what month & year the past due was on.

  Business response

  12/15/2022

  December 15, 2022         
  
  Better Business Bureau
  The Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  **** * ********* **** *********
  
  
  To Whom It May Concern:
  
  American Water Heater Rental (AWHR) regrets any inconvenience the customer may have experienced. AWHR takes these matters seriously and has been in communication with the customer. AWHR has confirmed that the balance has been removed from the account and an additional credit was applied to the customer’s account as a gesture of goodwill. We have also filed a water heater claim per customer request. AWHR will continue to follow up until the claim has reached fruition.
  
  If there are any further questions or concerns, please feel free to contact me directly. 
  
  Sincerely,
  Sowmya M.
  Customer Relations

  Customer response

  12/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  There is a water heater that we rent from this company that is refusing to replace it after multiple attempts to make the needed repairs. I manage a property of 11 families that have not had hot water for 2 months.

  Business response

  11/23/2022

  November 23, 2022        
  
  Better Business Bureau
  The Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Case # ******** –*********************
  
  
  To Whom It May Concern:
  
  AWHR is in receipt of the customer’s concern related to their water heater claim. AWHR takes these matters very serious and has made full attempt to bring this matter to resolution. Upon further review, the customer has informed that the water heater is not producing hot water.  We have dispatched a service provider who informed that there are no mechanical failures within the tank itself, but perhaps an electrical issue with a relay or wires on the venter. The customer did not agree with the diagnosis; therefore, we honored a second opinion and have sent a different service provider. Again, our second opinion indicated that the water heater is working properly, and the issue is on the electrical side, recommending for an electrician to check the wire connectivity or relays.
  
  Understandably, the customer has disputed our findings as they had an electrician out. In addition, the customer did provide the electricians invoice, however, the invoice is dated prior to our plumbers being dispatched and what was recommended for review was not something the electrician checked.
  
  We have communicated with Mr. Moreira to explain the outcome and how we can move forward with the claim. AWHR has requested additional document from the customer’s electrician confirming no electrical failure to the parts recommended by our service providers in order to re-evaluate the claim. Or have the electrician back out to specifically check the relays and wire connectivity.  
  
  Again, we sincerely apologize for the inconvenience and delay the customer has experienced. If there are any further questions or concerns, please feel free to reach out.  Thank you.
  
  Sincerely,
  Janett S.
  Customer Relations

  Business response

  12/12/2022

  December 12, 2022         
  
  Better Business Bureau
  The Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Case # ******** –****************************
  
  
  To whom it may concern:
  
  AWHR is in receipt of the customer’s rebuttal related to their water heater claim. We do regret any delays the customer has encountered as it is never our intention for our customers to experience any inconvenience during their claims journey. Based on the diagnosis received from both the AWHR service providers, there were no mechanical failures to the water heater equipment itself perhaps an electrical issue with a relay or wires on the venter causing the water heater to not function as needed. The second service provider did however replace some parts on the water heater in order to conclude his diagnosis.
  
  The electrician’s invoice dated 9/13/2022 provided by the customer does not state that the parts recommended by our service providers were checked for its working condition. AWHR has requested an additional document from the customer’s electrician confirming no electrical failure to the parts such as electrical relays and wire connectivity in order to re-evaluate the claim decision.
  
  Again, while we acknowledge that customer is understandably disappointed with the outcome, it is imperative for AWHR to receive an electrician’s invoice that the recommended parts were checked in order to advance the claim forward. If there are any further questions or concerns, please feel free to contact us directly.  Thank you.
  
  
  Sincerely,
  
  Sowmya M.
  Customer Relations

  Customer response

  12/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18412197. This complaint can be closed. The HOA paid out of pocket to have the water heater repaired. My office along with many others will no longer be doing business with company.   
  
  
  
   
  

• Initial Complaint

  10/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paying via website never worked for my account number so I called AWHR in July and made a payment over the phone. I also told the person my account didn't work and he apologized for the inconvenience but didn't transfer me to anyone to fix it. He thanked me for my payment. Then, 3 months later, AWHR sent my bill of $176 to collections. They acknowledge they never informed me that the payment I attempted to make over the phone had failed because "different companies have different policies." They sold the debt to a debt collector without ever sending me a final notice, disconnect warning or a simple email telling me the payment had failed. I had no idea the payment was unsuccessful until I received a letter from a debt collector. Now my excellent credit will have a derogatory remark for 7 years unless AWHR chooses to withdraw the submission. I have offered to pay them the $176 but they no longer have that amount due in their system since they foolishly sold the debt to a debt collector without ever giving me an opportunity to pay it.

  Business response

  10/28/2022

  October 28, 2022             
  
  Better Business Bureau
  The Dispute Resolution Team
  1333 West Loop South Ste 1200
  Houston, Texas 77027
  
  Case #********– ****** ******
  
  
  To Whom It May Concern:
  
  American Water Heater Rental (AWHR) regrets any inconvenience the customer may have experienced. Upon review, AWHR has been in communication via phone and has also been sending monthly invoices to the customer regarding past due balances. Due to the lack of payment, the account was automatically written off after more than 6 months.
  
  We understand that we have not met the customer’s expectation with the steps taken on the account. AWHR has made the customer aware, that since the account has been closed at our end, any payments must be made directly to the collection’s agency.
  
  If there are any further questions or concerns, please feel free to contact me directly. 
  
  Sincerely,
  Sowmya M.
  Office of the President 

*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. ↩