Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Plumber

Water Heater Pros

Complaints

This profile includes complaints for Water Heater Pros's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Water Heater Pros has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/21/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am rejecting this response because: I reached out to the manufacturer, who provided the contact information for an authorized plumber they recommend. That plumbing company came out, and found that Water Heater Pros incorrectly installed and damaged the unit. The manufacturer has deemed the unit failure to incorrect installation. Water Heater Pros legally claims to offer a 3 year workmanship on there installations but will not take responsibility for their damage or failed installation. I have requested in writing several times, for the owner to contact me, with no response to date. Terrible company and very unethical. 
      copies of invoices in order for the manufacturer to assist and the Water Heater Pro are refusing to provide that information. Leaving me at a standstill with no hot water and unable to get the issue resolved.

      Business Response

      Date: 02/22/2023

      To whom it may concern 

       

      Our original response by email to the complainant.

       

      Hello,


      You are welcome. Attached are documents that provide proof of the following.

      1 .           Installation of *************************** 40 gallon gas 6 Year warranty (Original contract paid in full)performed 4/9/2021
      2.           Return trip for warranty replacement of pilot assembly. (No charge even though it was 6 days later than the 1 year labor warranty provided by ***************************).4/15/22
      3.           Approved / finalized permit from Sacramento County on the water heater installation performed by Water Heater Pros at **** **************. Inspection /approval date 4/20/22

      When Water Heater Pros performed the warranty repair 4/15/22 we were provided the pilot assembly from our local supplier. *************************** does not supply parts under warranty. We use our local supplier to obtain the parts under *************************** parts warranty. The local supplier is responsible to notify *************************** of warranty repairs performed.We did not charge any labor for this repair as a courtesy. This is a manufacturer defective part and has nothing to do with our workmanship or installation practices.

      The sediment trap is installed to current safety standards and is installed to code. The permit was approved by Sacramento County and there is no permitting issues ongoing at this point.


      Best Regards
      ***********************
      Water Heater Pros
      LIC 724577
      ************
      Waterheaterpros.com

       

      Complainant original email to Water Heater Pros

       

      Hello,

      Thank you for finally providing the requested invoices. Per *************************** customer service, ******************** never reported the April 2022 repair, which is not standard protocol for warranty work. This issue has been escalated to ***************************, along with the current heating issue.

      Upon scheduling a consult with another plumber, several issues were found with the water heater and installation. Per California State ************************* I am providing ******************** a formal notice of my intent to file a complaint if the repair and code defects are not addressed promptly.

      At this time the water heater has a faulty Thermal Pile (due to losing pilot light and ************ to 315 millivolts) it has been recommend that the whole unit be replaced due to multiple failures or at a minimum replacement of the Thermal Pile.Additionally, the Sediment Trap is not up to code. This needs to be corrected in order to be up to date with the 2019 California ***************** Appliance Sediment Traps. I am not sure why this was incorrectly installed, but it does not meet the code requirements placed since 2019.

      As requested, I would like the owner of Water Heater Pros to contact me no later than Friday morning (Feb 24, 2023)with a tangible, fair and prompt solution to the above issues, otherwise I will be opening a complaint with the contractors licensing board, along with contacting the County of Sacramento to file a complaint for the permitting issues that occurred from 2021 - 2022 and is still ongoing.

      Any expense that I incur as a direct result of the repairs to the water heater sold to me by Water Heater Pros will be settled in court if this matter is not promptly resolved.

       

       

      The water heater installed is a *************************** 40 gallon gas Model # URG240T6N. This is a 6 year parts and tank warranty as noted in the original contract. *************************** has a 1 year labor warranty. Attached is the *************************** Residential warranty document.

       

      We charge a reasonable fee for diagnostic $79.00. The complainant refused to pay the diagnostic fee so we did not schedule the call. This is a manufacturer defective part and not due to our workmanship or installation practices. Of course the manufacturer would provide the part under warranty but the labor costs are not provided by *************************** at this time.   

       

      Best Regards

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

      Water Heater Pros

      LIC 724577

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

      Business Response

      Date: 03/09/2023

      I am the owner of Water Heater Pros, I have reviewed this claim and have talked to all parties involved on both sides, The following is my factual conclusion to this Complaint.

      1) Water Heater Pros does offer a three (3) year workmanship warranty on all new water heater installations. This workmanship warranty is based on our installation process and since this is a failed part(s) from the manufacturer it does not fall under our responsibility as the installation only contractor.

      2) A permit was issued for this work by the County of Sacramento and an inspection was performed, our work "PASSED" our contract with the customer at that point was completed.

      3) We DO NOT perform warranty work on any Manufacturers products. Our company and employees are trained to only perform water heater installation to the highest industry standards.

      4) We cannot be held responsible for any defective parts regarding a manufacture's product.

      5) I have reached out to ****************** (complainant) after returning from out of town, and have listened to her concerns in this matter, I did not make any excuses. I do agree with *****'s frustration in this matter.

      6) In an effort to settle this matter respectfully, I and have compensated ***** by reimbursing her for the repair work cost paid by her to the manufactures service warranty provider to repair her water heater.

       

      Sincerely,

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

      Water Heater Pros

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.