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Consumer Complaints

This Business is not BBB Accredited

Water Heater Innovations, Inc.

Phone: (651) 688-8827 (Disconnected)Fax: (651) 688-6615

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)BBB Closure Definitions
02/19/2013Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: None of the Above - Product Quality Complaint Issue

Complaint: My problem is Upper Electric heating element Part # SP610160 is keep dying on us. So far we it happened 4 times.
I have Solar hot water system with bac up Electric Hot water system Installed by Advanced Energy system
contractor Lic # 102148. This system uses Hot water tank MR105245M manufactured by Water Heater Innovation Inc.
A subsidiary of Rheem Manufacturing. When solar power is not availble then it uses Electric power to heat water.

My problem is Upper Electric heating element Part # SP610160 is keep dying on us. So far we it happened 4 times
and we call company and they send us part but each time it cost us more then $200 and loss of more then 100 gallon
of water. This mut be manifacturing issue and resolve by company or they shoud provide us another new tank,
and may be replace with Gas back up insead of electric back up.

Business' Initial Response
"The following information has been provided in hard copy and has been converted to text."

We are the manufacturer of the Marathon Water Heater that Mr. **** had purchased from
one of our distributors. I have reviewed the complaint and our internal logs on Mr. ****.

We have sent replacement elements every time Mr. **** called into our Customer or Technical Service lines at Water Heater Innovations. Looking through our call records it
indicates he called about every 6 months with the same issue. After a few replacements WHI
indicated Mr. **** needs to have his system evaluated for possible installation or electrical
issues by a certified installer. Having a part become faulty every six months is not normal and is an indication something may not be wired properly. WHI will provide Mr. **** one more
replacement element which would allow him time to have his system evaluated. Going forward
Mr. **** will need to purchase additional elements if the system remains the same.

After reviewing all of Mr. **** calls and the complaint I noticed he is using a standard
residential Water heater (MRl 05245) which is not designed for the application he currently is
using it in. We do manufacture a storage tank Water heater that is designed for solar or heat
pump applications. He is using a residential Water heater in an application it was not designed
for or UL certified to. WHI recommends a storage tank Water heater be purchased for his
application.

Sincerely,

**************

Technical Warranty Manager
Water Heater Innovations
********************

Consumer's Final Response
I do not agree with some of the comments made below by **************. We had this entire Solar Hot water system Installed by licenced Installer and Electical work was done by professional Electrician of the Installer. Also I have used another solar contractor who replaced this electical heating element on the tank. All these work were Inspected and approved By all City/Town Inspector and per permit. I believe some thing is faulty on this tank. This tank is approved for Solar Hot water application.

Thanks and Regards.
********

Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

Industry Comparison| Chart

Water Heaters - Wholesale & Manufacturers, Solar Energy Equipment & Systems Dealers, Water Heaters - Dealers, Heating & Air Conditioning, Water Heaters - Repairing, Heating Contractors

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