Complaint We purchased a gas heater in July 2014. It had many issues and died in August 2015 after 6 months of use. Donely accepts no responsiblity. The heater was a floor model, they didn't have any others in stock, no discount for being a floor model was given. It was installed and we had many service calls as it wouldn't stay on. The same part was replaced three times. In August 2015 the heater core began to leak excessively. Donely claims it was because we didn't keep our pool chemicals stabilized, after less than 6 months of use!! They never told us that we needed to bring them a water sample monthly so that the heater would be covered by warranty for this. We keep our pool chemicals balanced but we had no proof. Our last heater was 10 years old. My thought is that since it was a floor model and was stored with chlorine and other chemicals, it was already corroded when we purchased. Donely sent a representative from the manufacturer, *******, and they also said the heater leaked because of corrosion. No help whatsoever was offered from Donely. Not even "we will sell you another at cost." Very disappointed in the customer service.
Desired Settlement I would have expected a replacement at no extra cost. *******
Business Response The client purchased a natural gas heater in June of 2014.The client wanted the installation done fast fast, and did not want to wait for another heater to be ordered in for the next week. The display model he purchased was brand new and unused. The heater required a replacement part after installation and was replaced at no charge. The client has been a customer since 2011, but had never purchased any pool balancing chemicals from us. They also have never had the water tested at Donley's, until August 5, 2015. The client uses stabilized chlorine pucks in the pool which have a low PH of 3.0. The previous heater that was replaced, also was replaced due to corrosion in the heat exchanger. I had several conversations with Mr. and Mrs. about needing to have the water tested regularly. The ******* heater representative concluded the damage was due to corrosive water. The client was understandably upset, but did not want to take any responsibility that this was caused by his doing. He informed me that he will purchase a heater from another manufacturer. We tried to help this customer but could not offer him a new heater that he wanted.
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