ComplaintsforWater Heater Pros

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a water heater in April of 2021. Was told it was the top of the line and very reliable unit. The water heater has failed twice now in less than 2 years. The first time was 6 days after the 1 year ***** and while they did come out at no charge that time they clearly didn't fix the issue as the water heater is not working again less than a year after this repair. When I called the company, I was told they would be charging me $80 to come out and 'look' at the issue and then I would be responsible for any labor costs to fix it again. A unit that is fairly new should not be having so many issues, nor should a customer be responsible for labor costs when a unit and it's repairs have failed. The company also stated the unit was backed by a 10 year warranty and when calling the manufacture today was informed it is only a 6 year warranty. At this point the unit hasn't even been inspected, which I had to bring up during the first repair as a permit was not submitted. I also requested 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

  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

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

  Customer response

  02/27/2023

  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. 
  

  Business response

  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

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