ComplaintsforWaterfurnace International, Inc.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A control board has went out on my geothermal unit for the fan speed control. It has been out of stock for 4 MONTHS. They have no updates on when it will be available. This company is selling these units with no ability to get parts when something breaks AND no aftermarket options.

  Business response

  02/02/2023

  If the homeowner is able to provide a reference number from the order they have with their **** contractor, or their **** contractors company name we can review their order. WaterFurnace like other manufacturers have not been immune to supply chain issues. In regard to the specific control board the homeowner is referring to, the supplier is unable to complete their manufacturing of the boards for WaterFurnace and their other customers due to control chip availability.
  

  WaterFurnace has provided honest responses to the **** companies that order these parts as well as homeowners that have contacted WaterFurnace regarding this specific component. Unfortunately, the responses are estimates and no guarantees, which the supplier is telling WaterFurnace and its other customers.
  

  Regarding aftermarket options. Unfortunately, the process of generic controls is difficult due to the communicating aspect of the boards working with a specific brand of equipment. The process of testing and receiving approvals to use other manufactured boards can be a long process, and no guarantee that another board will operate or be approved.
  

  WaterFurnace is happy to provide any homeowner with an update on orders they have with their **** contractors. We apologize for any inconvenience effecting the **** contractor and the homeowner.  Tell us why here...

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Series 7 waterfurnace that was installed on December 20th, 2022. The compressor had a E-5 freeze error and does not work. The company keeps telling me they are working on it, but have not provided a timeline or offer to pay for my heating bills that are unaffordable because the furnace does not work and heat is all electric now.

  Business response

  01/10/2023

  WaterFurnace was contacted by the installing HVAC company on 12/20/22 regarding a freeze fault. When the WaterFurnace branded remote access product was installed it allowed us to view what the contractor was seeing while on site. On 12/21/22 our WaterFurnace Technical team reviewed the situation with WaterFurnace Engineering. The freeze detection was something unfamiliar in the circumstance of the equipment. WaterFurnace was in contact with the installing contractor and informed them we were working on duplicating this so a suggestion could be made. WaterFurnace stayed in contact with the installing dealer during this process.
  
  1/4/23 - WaterFurnace received an online submission from the homeowner that read the following, Frustrated that I bought the best (series 7) piece of c*** WaterFurnace from you that has not worked since it was installed on December 20th! My patience and bank account have been depleted running an overpriced, inefficient electric heater!
  This was the first that WaterFurnace Consumer Relations was made aware of this and after review informed the homeowner that our Engineering team was looking into the matter and that we would respond accordingly. The homeowner was not pleased that a timeline could not be provided. Unfortunately, we could not guarantee a timeline, but our Engineering team was dedicated to duplicating the freeze fault so that we could provide a directed response.
  

  1/5/23 - the homeowner spoke with the WaterFurnace marketing department via chat. That conversation has been attached. The homeowner demanded a replacement unit. Before WaterFurnace was to act and offer a replacement unit it was our goal to determine what was causing the error. Without determining this there was no guarantee another unit would not also provide a freeze fault.
  

  1/6/23 WaterFurnace met with the dealer via video chat and provided a solution to the occurrence. The WaterFurnace area rep contacted the homeowner to provide a review of the suggested action. The homeowner agreed.
  

  1/9/23 -  when reviewing the operation of the equipment over the weekend (1/7/23 -1/8/23) the unit did not show any operation issues.

  Customer response

  01/10/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with a WaterFurnace dealer to install a geothermal HVAC and Hot water system in our new house. Total cost was over $40,000.00. There has been one issue with the Furnace that was repaired under warranty. There have been several issues with the hot water generator over the past 12 months leading to a complete failure in December 2021. We have been on the back-up water heater since that time at a cost of $1.50 to $2.00 per day.The unit in question is still under warranty, the original Dealer does not respond to calls. The local Dealer has tried a repair that did nothing except generate an invoice (which I have not received in any detail) of over $1,200.I have been in contact with the company to no avail. I have been in contact with the local Area Manager for Water Furnace and have been told that a Factory Technician would perform a service call in April. That did not happen. I have since been in contact with the Area Manager several times with no results other than emails, no action.I can't think of any other course of action than to file a complaint.*******************

  Business response

  06/24/2022

  We have reviewed the information associated with what we assume to be WaterFurnace serial number *********. This unit is a water to water geothermal heat pump that shipped to the installing HVAC contractor on 9/18/2013. We reviewed information regarding the unit with the Waterfurnace area manager as well as the servicing HVAC company. The thought is that there is an issue with the unit in question not receiving enough water flow. According to the servicing information when the unit receives the correct amount of water flow it operates under specifications. To assist in this, WaterFurnace has offered to provide an individual dedicated flow center pump for the water to water geothermal. This pump is being provided to the servicing HVAC company at no charge. The flow center pump is an accessory and is not a manufactured WaterFurnace item, and it is our hope that providing the flow center pump will allow the WaterFurnace equipment to operate with the correct amount of water flow.
  We appreciate the homeowners position, and for choosing WaterFurnace International for their heating and cooling needs.

  Customer response

  06/24/2022

   I am rejecting this response because:
  
  The additional pump that is being recommended was installed 3 or 4 months ago and the result was no change in operation.  The hot water generator failed within seconds.

  The comment that the pump was being furnished at no cost is not correct.  The installing company wrote me a hand written invoice for over $1,200 which I refused to pay until I received a formal invoice detailing Labor and Materials. I have not received the formal invoice.

  It is obvious that the increased water flow to the unit did not solve the problem.

  *******************, P.E.

  Business response

  06/29/2022

  The homeowner is referencing an additional external flow center pump install. However, WaterFurnace shows no record of this through the current servicing contractor. It could be possible another contractor installed one or one was purchased from another source outside WaterFurnace, but neither the current **** contractor nor WaterFurnace is aware of this.
  

  WaterFurnace has attached the invoice that confirms *************** was provided to the current **** contractor at $0 on 6/22/2022. WaterFurnace has darkened account information for the **** contractor.

  Customer response

  07/06/2022

   I am rejecting this response because: Total Energy Concepts, the servicing contractor, installed an external flow center pump approximately 3 months ago on this unit, Serial Number *********.  This pump installation did not solve the operational problem.  The unit still does not work. It is interesting that Water Furnace included a copy of the invoice dated June 22, 2022 for this pump that was installed approximately 3 months ago.

  This is month SEVEN that the guaranteed equipment has not worked.  I want it fixed or replaced now.

  
  

  ******************* P.E.
  

  
  
  

  Business response

  07/08/2022

  We have spoken to the servicing contractor. They said they used a flow center from their stock, and that did resolve the water flow problem according to the contractor. The invoice we included was indeed valid and was sent on the date the invoice showed. While speaking to the servicing contractor there plan is to service the internal TXV valve. That valve is being provided under warranty. Tell us why here...

  Customer response

  07/14/2022

   I am rejecting this response because:
  
  Water Furnace response is pretty much meaningless.  The water pump install completed approximately 4 months ago did absolutely NOTHING.  The system failed AGAIN within SECONDS!

  The replacement TXV valve should have been installed shortly thereafter. But it is not known if this will solve the problem.

  It has been SEVEN MONTHS SINCE THIS FAILURE OCCURRED.

  What do I have to do to have this company HONOR THEIR WARRANTY.

   

  ******************* PE

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid $9,900 for a Water Furnace Geothermal unit to be installed in our home w/ a 10 year warranty ("worry free"). Summer of 2019, we went almost the entire Summer with no air.We basically lived out of our bedroom w/ a window unit. 3 mo later It was finally resolved. January 2021, our heat went out. The dead of winter-no heat. We contacted Water Furnace and was given an authorized repair co. The tech responded multiple times insisting the issue was our well,nothing he could do. At his insistence, we called a well company who pulled and checked our well and nothing was wrong.The HVAC still could not find the issue and insisted once again that we call out the well co. We told him it was ridiculous but our hands were tied, we just wanted it fix. No well problem. Turns out service tech didn't have proper diagnostic tool. WF finally sent him one. 4 mo with no heat over a WATER FLOW VALVE. WF refuses to pay $1200 well **** caused by their incompetence and lack of proper equipment.

  Business response

  08/10/2021

  WaterFurnace received an online submission throughwaterfurnace.com from the homeowner 2/15/21 at 6:00AM. We responded with a linkto our Dealer Locater here https://www.waterfurnace.com/residential/dealer-locator/ and our Technical Support phone number so we could assist with any questionsthe contractor had while on site.
  Waterfurnace has provided information to the homeowner thatcan be seen in their attachments they provided that WaterFurnace dealers aswell as other **** contractors are independently owned and operated. We do not authorizeor certify them. However, that does not restrict us from supporting them withquestions, or parts when servicing the WaterFurnace equipment. We as a manufacturerunderstand it can be frustrating when a contractor does not arrive on site withall the needed materials, but as the manufacturer we do not control what technicianthe **** company sends for service and what materials they have with them. To WaterFurnacesknowledge the homeowner has not discussed their claims with the **** contractorthey selected to use.
  In reference to the WaterFurnace warranty the homeownerrefers to in the submission, and the attachments. WaterFurnace offers awarranty for replacement parts that are internal to the WaterFurnace equipmentand a labor allowance that *** be associated with the replacement part. If theservice that was completed was diagnosing, troubleshooting, or service to a non-internalWaterFurnace part it would not be covered by the WaterFurnace warranty. Thewarranty information was provided from the WaterFurnace Owners manual to the homeowneron 8/5/21 at 10:48AM EST. For example, the homeowner refers to the well and anexternal water flow valve. WaterFurnace is not involved with the well or externaladd ons not provided by WaterFurnace.
  In the homeowners initial submission to WaterFurnace on2/15/21 the unit serial number that can be retrieved from the ******************************* was not provided. The serial number was also requested on 8/9/21 at ****** EST. The homeowner independently responded to WaterFurnace 8/9/21 at 9:03
  PM EST without the requested serial number.
  ********************** respects the homeowners position, but theservice the homeowner has referred to involving the well and external watervalve is not part of the terms and conditions of the WaterFurnace warranty.WaterFurnace is not involved with the design of the well, or the installation ofparts not provided by WaterFurnace. We appreciate the homeowner choosingWaterFurnace, but must respectfully deny any request for reimbursement foritems or service WaterFurnace is not involved with.

  Customer response

  08/20/2021

   I am rejecting this response because: First of all, I didnt think I could be more disappointed with this company than I already am, but the fact that you are now lying about not having a serial number is pretty appalling. We spoke with ***** many many time and he had our serial number from day 1 or he would never have even spoken with us. I spoke to him, ***************, and another area manager. Basically you pay $10,000 for a worry free unit that carries a 10 year warranty but you have absolutely no responsibility in fixing it? That is completely unreasonable and very false advertising. You can not sell a product with a warranty and have no way to actually fix the worst $10000 I have ever spent. And YOUR company provided me the name and number of the **** company that responded. He did NOT have the diagnostic tool he needed and only when he told WF they needed to replace the unit because it was faulty, did they actually drive down here and hand the guy the tool. After 4 months of no heat and zero help from our warranty. And it was NOT a well problem which is the point of this complaint. But the tech said he couldnt do anything with the unit because it was a well problem. The water flow valve is on the unit and should have been the first thing he checked. WF shouldnt expect us to pay a ***** for a product under warranty and due to the fact they had zero care or empathy for the fact it was the middle of winter and we had no heat for four months. 
  
  
  

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