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Business Profile

Water Heater Installation

Water Heater Solutions, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Water Heater Installation.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/06/2024

    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.
    This company was sent by HSA home warranty for a leaking hot water heater. They determined that the hot water heater needed to be replaced & once approved by HSA, installed a new water heater. (12/14/2023) We had recently purchased the house and had not been able to move in yet. Once we moved in, 2/21/23, we discovered we had no hot water and contacted the company. We got nothing but the run around, and at one point was even told to take water heater to AOSmith because that is where they got it. (We received no paperwork or warranty information when it was installed) Not knowing what the problem was, we assumed whatever it was should be covered under the warranty. We finally got them back only to have technician tell us it was an electrical problem and left. At that point, we had no choice but to call another plumber who came out that very day. He very quickly found the problem and said it was caused by improper installation which caused the top heating element to basically explode. ( and, the only way the element could explode like it did, was by improper installation- not filling the tank completely before turning on the power) They will not take responsibility for causing the problem, will not allow me to speak to owner or anyone, and have basically called me and the plumber a liar. I have no reason to make any of this up! I want a phone call from the owner, an apology and reimbursed for what we had to pay to fix the water heater.

    Business Response

    Date: 03/08/2024

    This water heater was installed on 12-28-23. We did not hear from the homeowner until just recently. The homeowner claims to have purchased this house and not moved in because of heating issues. With the climate control of the house being faulty, the water heater was not being used under normal conditions. The homeowner has had many tradesmen in their home for the repairs to the heating. This all happened during the coldest months of the winter including temperatures near 0 degrees. The homeowner was called and spoken to by the owner for more than 40 minutes all while being spoken too very disrespectfully and aggressively. During the call the homeowner was suggested to call the manufacturer of the water heater which they refused. The home warranty who purchased the water heater, sent us back out to the home on 3-1-24. We found that both elements and both thermostats tested good. We did find that the water heater had not electrical power running to it. We recommended to the homeowner to have an electrician check the electrical service. The home warranty would not authorize any repairs to the water heater since it was under full parts and labor warranty from the manufacturer. The homeowner refused the repair from the electrician. The homeowner has claimed to have the water heater repaired but refused the repair from the home warranty and the manufacturer. While we can fully empathize with the homeowner for one of their two water heaters being down the evidence shows that the climate control issues caused secondary damage to the water heater. 

    Customer Answer

    Date: 03/08/2024

    I reject their response.  I have never spoken to owner, unless ******* is the owner.  We always had heat in the house, there was no problem with climate control.  We were never told anything about the problem being covered by manufacturer warranty.  In fact we asked about that.  The thermostats and elements could not have possibly been working as ******* claims and the technician erroneously said we needed an electrician, which we did not.  The problem was caused by improper installation.  I sent ******* a picture of the burned out heating element that the plumber took out and replaced.  She says that could not possibly be the same one, but yes it is.  I have absolutely no reason to lie about that.  They do not want to take responsibility.  And, if it would have been covered by warranty, why didn't they take care of that?  We got no paperwork from them when water heater was installed.

    Customer Answer

    Date: 03/08/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    [Provide details of why you are not satisfied with this resolution.]
    I am rejecting the response.  Their claim of inadequate climate control is erroneous.  There was always heat.  Having other contractors in had no impact on water heater.  I have never spoken to owner unless ******* is the owner.  There was no electrical issue at all.  Had an electrician come, they would have found no problem and referred us back to them (or another plumber). The plumber who came and fixed the problem adamantly states that the problem was caused by improper installation and nothing else would have caused the element to burn up like it did.  I sent ******* a picture of the element and she said that couldn't have possibly be the one from the new water.  It most certainly WAS the element that the plumber took out and replaced.  We have had hot water ever since, so should technician that came out that day actually did his job, he would have found burned out element and replaced it.  Problem solved!  Instead, he claimed it was electrical and left.  Again, had I actually waited for electrician, I would still not have hot water.  The technician claims that both elements and thermostats were working, which is impossible since not two hours later, the plumber came, found problem, replaced element and hot water was fixed.  He did nothing, had an attitude and chip on his shoulder when he came.  He was not going to do anything to trouble shoot and find the problem.  And, if it would have been covered by manufacturer warranty, water heater solutions should have taken care of that process for us as they did not supply us with any warranty or any other paperwork when water heater was installed.  I have never encountered such unprofessionalism.  Ever.  I stand by what I want for resolution. Actual call from owner and payment for expense of repair.
    Regards,

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

    Business Response

    Date: 03/09/2024

    The homeowner claimed as has been confirmed by the home warranty company that the house did not have adequate climate control for them the live there. This is definitely not normal wear and tear on water heaters. The reason no repairs we completed were two fold. 1. We we instructed by the home warranty company to report only on a water heater they provided that was under full parts and labor warranty. 2. At the time of the appointment, there was no electrical running to the water heater and both elements and thermostats tested within manufactures specs. These are tested with the electrical turned off to the water heater to test not for electricity running to them but for the ability to conduct electricity. ******* is one of the owners and was rudely and disrespectfully spoke to by both homeowners. The only solution offered was for us to cover a water heater we did not provide that was kept in a home not livable as claimed by both homeowners. Calling for the parts and labor warranty from the manufacturer was not an option. The phone number was offered to the home owner, is printed in the water heater, and is easily available online. The paper work for the water was left behind, three months ago while the homeowner was not living there having HVAC work on their home.

    Customer Answer

    Date: 03/09/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    I have provided a copy of bill from plumber that fixed the water heater that Water Heater Solutions installed.  He has stated adamantly that the only way that the element would blow up like that is from improper installation.  I have provided a picture of the element that was replaced from the water heater they installed.  This was a brand new water heater.  There are two in the house.  Nothing was/is wrong with that one.  The house was never without heat.  ( regardless of what Water Heater Solutions wants to claim). We had not moved in yet for many reasons, one being issues with one of the furnaces.  However that had no impact on the water heater.  I stand by my statement that the technician did not confirm any conductivity or confirm heater and both elements and thermostats tested within manufacturer specs, and ******* confirmed that the burned out element could not have had conductivity when the technician was there, and supposedly tested them.  My plumber would not lie, his number is on receipt and can be contacted to confirm.  I have no reason to lie.  ********************* have been spoken to rudely, but only when the conversation became ridiculous.  There was absolutely no paperwork left when water heater was installed.  We may not have moved in yet, but we were certainly present when technician was here.  If I would have called some number for manufacturer without some type of documentation, they would have referred me back to installer.  The way Water Heater Solutions has handled this situation is absolutely unprofessional.  All of this could have been avoided had they taken responsibility.  As a resolution, the only thing that will be accepted is repayment for the repair.  

    Regards,

    *********************
  • Initial Complaint

    Date:06/02/2023

    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.
    Contractor was sent by HSA, bad communication with scheduling a visit, bad communication with follow up, no answer when calling, took forever to respond not only to me the customer but to HSA when they reached out. Came to house and was given several different lies as to what was needed for tub repair. Was told they didn't make shower spout diverter anymore after telling them where it was on sale at three different home stores, was then told parts would be ordered and then told tub would have to but torn out to have diverter fixed. When asked why all the different issues were given, I was then asked how do they usually fix plumbing in tubs at condos that connect together, I wanted to curse him out and then kick him out but just said I'm not the plumber. Long story short I had to pay a real professional to come and fix the problem with no hassle. The fact that these complaints have been the result of HSA using this poor contractor shows I need a new home warranty company and the contractor needs to be shut down because all the issues appear to be the same. Just pathetic and I don't want some false explanation added to my complaint especially since you couldn't contact me with a resolution. Both organizations HSA and Water Heater Solutions are TRASH!!! . Taking peoples money purposely f'n up with no consequences. Just trash. I looked on you tube to see how to fix it myself and simply didn't want to buy a soldering tool to do it myself. It was truly a simple fix..... Not tear the tub out though smh just ridiculous.

    Business Response

    Date: 06/02/2023

    Good afternoon. We are contractors that work through a home warranty company. Through the home warranty company we can only do the work the home warranty company authorizes. After the appointment on March 27th, we put in a report with the home warranty on the very same day. We called the home warranty to make sure the whole job was explained thoroughly. We did reach out to *********************, after the decision, through the home warranty's messaging system and did not get a reply. We have searched our emails and voicemails have no record of ********************* reaching out after the decision of the home warranty company. The home warranty company prefers that they reach out their home owners after a denial is made. We reach out as a courtesy to make sure all questions are answered. As for the time to schedule, the home owner placed the work order through her home warranty on March 19th. We called and left a message on March 19th. We then made another phone call after not being able to make contact with the home owner on March 21st. On this day we were able to get an appointment mutually agreed upon in three business days for the following Monday.
  • Initial Complaint

    Date:02/07/2023

    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.
    -Work Order opened via HSA home warranty services on 01/27/2023 for sump pump causing water damage to floors in walk-in closet -Charged $75 co-pay - Service scheduled with vendor Water Heater Solutions for 2/1/2023 2-6pm was told they would call prior to arrival I took afternoon off work to be home during this timeframe - Received no phone call and vendor never showed up - at 6:03pm received email stating that tech could not come that date and scheduler would be in contact.-2 days later (2/3/23) I received a text and first availability was on 2/7/23 I informed them that I needed service prior to this date, made phone calls to them with NO answer and left voicemail and still No reply and called HSA twice (2/3 and 2/7) and was told ************** had to release it before they could reassign -Finally got an email from Vendor saying they CANCELLED the work order. (2/7)

    Business Response

    Date: 02/09/2023

    ***************** had an appointment with us on February 1st. The plumbing job directly before hers went poorly. In the scramble to get the water back on at the appointment before hers we were not able to let her know how late we were. We asked to reschedule. The next morning her work order through her home warranty went back to our scheduler to be rescheduled. There was a miscommunication with our scheduler. When contacted, ***************** refused our first available appointment. She said she would contact the home warranty for a different vendor. We did not hear from ***************** until contacted on 2-7-23. ***************** told us the home warranty needed us to release the work order. We do not this kind of control over the work orders. When the home warranty feels justification to transfer a work order, they make the call. We did not collect the service fee due to the home warranty or complete any work for *****************. The service fee is collected by the home warranty and we are not paid until all work is completed.

    Customer Answer

    Date: 02/10/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    I made several attempts to call the company, left a voicemail and at no time did I speak with a person nor were calls retuned. All I received were emails and I never said I would go with another vendor, only that my appointment had to do with water that was damaging floors! The only person that seemed concerned was the dispatcher. This is very unprofessional behavior to move my appointment to another 4-5 days later when it was their error is not showing up for appointment and poor communication. 

    Regards,

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


  • Initial Complaint

    Date:11/19/2022

    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.
    Leaking toilet that never got fixed or problem resolved. Date November 7 they left the toilet leaking and knew that it was still leaking said to call them if it did not stop once the bathroom was warmed up I called them back they did not return a call or a text until the next day. They set up another appointment to come out between 1-5 and never show up or called. I have been reaching out to the company since Nov 8 and they still have not scheduled a appointment to come back or called me back. I have called them and text them and email them no response yet and today is November 19. They have been payed $125.00 .

    Business Response

    Date: 02/09/2023

    Please forgive us for not responding sooner. This complaint reached our email box after the recall appointment has been set. This job is completed. The appointment had been missed by us because of a vehicle accident with one of our employees. We had to rework all schedules to service as many customers as possible while manageing insurance claims and an injured employee and his family. 
  • Initial Complaint

    Date:11/18/2022

    Type:Order 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 want reimbursed for work that was not completed. I paid $100, they did not complete the work!

    Business Response

    Date: 11/23/2022

    The homeowner accepted the appointment of 8-noon 11-18-22 on 6:11 am November 15th, 2022. On the message it stated we would text we we were on the way to her home and she responded to the message. The plumber texted at 9:25 am with a GPS estimate of 11 minutes away. The plumber arrived at 9:36 am. He knocked on the door that he was invited into on the initial appointment, then knocked on the front storm door, then knocked on the front door beyond the storm door, and lastly rang the doorbell. He left the property at 9:49 am after waiting in the under 30 degree weather and receiving no text response from the homeowner or any answer at any door. An offer was made to reschedule after the plumber left the property as there were other homeowners on the schedule for the day and the offer was turned down. The homeowner used fowl language and requested to switch to another vendor. The homeowner is a customer of a home warranty company. We have collected $0 from the homeowner. The $100 is the service fee paid to the home warranty company.
  • Initial Complaint

    Date:09/19/2022

    Type:Sales and Advertising 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.
    This contractor was contacted through out *** home warranty to install and investigate our faulty hot water heater. The contractor came out on Friday September 9th. He stated that our hot water heater needed to be replaced and that he would send in the paperwork that Friday and we should have it by Tuesday the 13th. On Tuesday the 13th the *** warranty company still had not received the estimate by this time., I contacted both the *** warranty company and Water heater solutions. The **************** stated they had not received the estimate yet, this was Wednesday September 14th. At this time I had contacted this company several times, through voicemail, phone calls and text messages and I received no explanation other then they had a family emergency. Thursday September 16th came and went and we still do not have hot water and the estimate was sent in late Thursday September 16th . This has been 10 days that my family is without hot water. The service fee was paid. Yet this company does not answer the phone, return phone calls or reply to emails. Today is Friday September 16th we have been without hot water now for over 9 days. They have been contacted several times throughout the week with no return phone calls or a time to come install my water heater. This company left my family of 6 without hot water for 9 days, 7 from the time they came out. This company is horrible to work with, deal with and to even get ahold of.

    Business Response

    Date: 09/26/2022

    Water Solutions was sent out to ***************************** Home on Friday the 9th.  The tech found that the water heater had a bad lower element, but could not replace the element due to heavy hard water deposits.  She was told that the water heater would have to be replaced.  That evening when we would have been putting in reports my wife (I am the owner) went into labor.  it ended up being a very hard labor that ended with us transferring to ***** Hospital where we ended up having a healthy new baby.  we were not released till late Tuesday the 13th.  I texted the customer Wednesday the 14th.  the report was turn into American Home Sheild that evening.  Reports to the **************** can take up to 48 hours to get processed.  On Friday when I received a response from the warranty company on Friday I texted ******** and told her that she was approved and that we would be able to install her water heater on Thursday the 22nd and that I would arrive between 8 and 9 am.  when she asked why not sooner. I told her that we would have to order the water heater through the warranty company and that takes 3 business days and that I was scheduling her for the first day that I could promise her.  after telling me that I was not a responsible business owner for not taking care of her faster she agreed to the 22nd and said she would make sure that her husband would be there.  we arrived on the 22nd at 9 am after giving her a 15 minute call ahead to no one home and her old water heater sitting on the front porch.  we took pictures of the water heater and the note that was left on her front door and after waiting around for 20 minutes to make sure no one was there we left.  We never collected any money from the customer.  we do not collect till the work is done.  She may of had to pay a service fee through her warranty company but that would be between her and the warranty not Water Heater Solutions.  I can send texts from our conversation but the language that was used by her is not fit for the public to see.  If you have any other questions please let me know.  

    **** Owner of Water Heater Solutions

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