Complaint: Came to my home to repair water heater tripping breaker.Instead of troubleshooting and replace bad part used process of elimination and didn't fix. They came to my home in Florida to repair water heater which was tripping breaker. Instead of properly troubleshooting unit to see was causing breaker to trip started changing out parts via process of elimination. First changed out thermostat that was not bad, then changed out heating element which still didn't fix problem. They left, charged me $148.79 and then I had to hire someone else to fix which ended up being a bad breaker which cost me another $140.
Business' Initial Response This response was taken verbally by BBB:
The customer is not telling the whole story. When I tested the water heater with the power off I found the thermostat was not functioning properly. I changed it and turned the water heater back on but it still wasn't functioning. The heating element needed to be replaced so I did that. The water was heating at that time. 3 days later he called back saying it wasn't working again. I changed everything on the water heater so it had to have been something electrical. I am not licensed to do electrical work so I could not help. The customers property manager/real estate agent was there with me and told the customer I did everything that was on the invoice. The circuit break was going bad and was sending intermittent power to the water heater. It just so happened that while we were there doing tests it was working.
Consumer's Final Response Troubleshoot a water heater thermostat anytime the water temperature is not correct. The thermostats in water heaters determine when the heating elements are turned on. Thermostats send power the elements whenever the water temperature falls below a selected setting. A thermostat that is not functioning properly can either keep sending power to the heating element long after the water has reached the set temperature, or not send power at all and allow the water to continually cool. Many water heaters have two thermostats. Check both if the temperature is inconsistent. Does this Spark an idea? Other People Are Reading * How to Test a Water Heater Thermostat * How to Check My Water Heater's Thermostat Things You'll Need * Work gloves * Phillips head screwdriver * Volt tester * Work shoes with rubber solesShow (1) More Instructions 1. o 1 Check the power at the breaker box. Be sure the power is turned on for testing the thermostats. Wear work shoes with rubber soles and mop up any standing water in the area before you begin. o 2 Remove the screws holding the cover plate. Remove both cover plates on units with two thermostats and heater elements. Wear work gloves to remove the insulation cut-outs. o Sponsored Links ï‚§ See Todays Mortgage Rates Rates Hit 2.5% (2.9% APR) See Rates- Calculate New Payment! www.LowerMyBills.com o 3 Check the positioning of the thermostats. The thermostats should be pressed firmly against the tank. They will not work if they are too far away to get a temperature reading. o 4 Check the thermostats on a water heater that's running cold. Only one element heats at a time. Once the upper tank reaches the proper temperature, the lower element should start. Touch the probes of a volt tester on the connections of the upper heating element. If the element is receiving power, then the thermostat is working. Feel the wall of the tank near the upper element to see if it is working. o 5 Place the volt tester probes on the upper thermostat connection that sends power to the lower unit. If power is running through these terminals, then then the lower heating element should register power as well. If not, the lower thermostat is bad. o 6 Troubleshoot thermostats on a water heater that is overheating. Check for power at both heating elements. If a thermostat is sending power to an element while the water is too hot, then that thermostat is bad.
Read more: How to Troubleshoot a Water Heater Th
Business' Final Response This response was taken verbally by BBB:
I will offer the customer a partial refund of $74. If he will accept that I will put a check in the mail to him.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in West Florida. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
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BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
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