Complaints

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.

• Initial Complaint

  Date:04/07/2025

  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.

  Warranty issue on water heater. Ticket created 2/27/2025- approved for replacement. No water heater no refund of monies spent, no response, 4/7/2025 all data was provided and no resolution. Water heater had a leak, Water heater split and flooded garage on 3/9/2025, Was told they were trying to locate a local unit as well as one in their warehouse. I purchased a new water heater as we had no water in the house and no hot water. Bought and replaced unit and was told to submit receipt. Submitted and as of today no refund.

  Customer Answer

  Date: 04/18/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 04/21/2025

  Good Afternoon,

  AS ************************* reached out to ******* ****** on April 10, 2025, and discussed the matter of CAS-*******-Q3D6S9. A direct check request was submitted to the accounting department on 4/8/2025 in the amount of $550.99. The direct check process can take approximately 4-6 weeks to arrive. 

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as 

  4-6 weeks for refund issuance is unacceptable.  I had to purchase the unit on my ********** card .  Interest charges will be more than requested.   Please send refund this week.  I am already eating the cost of clean up and stand replacement for Artisans product .

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Had an HTP Boiler installed in my residence in January of 2022 by ********, under a MASS Save program. Received an interest free loan after down payment of $3500, for a balance of approximately $12,000. Unit failed January of 2025, *** replaced and original installer out of business. Used Master Tech out of ********, service call $ 475 and installation of new unit $4700. New unit failed on 2/22/2025, service call for diagnostics on 2/22 and temporary repairs 2/24. Awaiting parts, for further repairs. Total 8 days no heat between 2 events, plus repair and installation costs. Defective Product entered into stream of commerce. Anticipated costs to date, $ 6500 in out of packets.

• Initial Complaint

  Date:01/08/2025

  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.

  My contractor installed an HTP tankless boiler in 2021. This boiler has broken every single winter since its installation. We have called the company countless times, who demands more money in order to fix a product that clearly is a lemon, or they tell us there is nothing they can do- they arent sure why it is breaking. We have had representatives of *** out to look at it, as well as a handful of different plumbers. We want this boiler to be replaced or our money refunded so we can buy a working water heater. This boiler breaks during the coldest week of the year every winter.

  Customer Answer

  Date: 01/18/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/21/2025

  Good Morning, we did try to reach ******* when an email came into our marketing department. We would like to understand what is going on in order to assist, however we are missing some information that would enable us to review the situation. Here is our email reply on 1/10/2025 to her message sent to marketing:

  Good Morning *******,
  We regret to hear that you are having a bad experience with your boiler. The email below was forwarded to me this morning, I am hoping that you maybe be able to provide me with some more insight/background so that we can better understand whats going on.
  
  Can you please provide:
  Model
  Serial number
  Best phone number to reach you on. (if any calls have been made to our tech support team the phone number those calls would have come from)
  Any ticket numbers, names of representatives that have been spoken with
  Pictures of the unit, installation, and failure codes the unit may be displaying on the unit
  Proof of purchase/installation of the unit.
  The service records from the contractors who have been out to review the unit
  Any other information you would like to share
  
  I may be reading it wrong; the email below reads as though its a response to an already existing conversation. If thats correct, can you please forward that conversation to me as well?
  
  
  
  Have a Great Day!
  
  Notice: ELX Flue Grommet Upgrade
  **************************************
  
      ***** *******
                                                                      Warranty Team Lead
  ___________________________________________
  Ariston ***
  ***************************************************
  
   ****************************************************************
  
  (P) ************** Option 1 for HTP Option 3 for Warranty Dept.
  
  *****************************
  
  ******************************
  
   This email and any attachments are confidential, except where the email states it can be disclosed. It may also be privileged. If received in error, please do not disclose the contents to anyone, but notify the sender by return email and delete this email (and any attachments) from your system.
  
   Sustainability is one of our Corporate Values. Please think before you print this email.
  
  
  From: ******* *** <****************************>
  Sent: Wednesday, January 8, 2025 9:56 AM
  To: ************* <**********************************************************>
  Subject: HTP
  
  Dont worry, Ill be filing a better business bureau report as well.
  
  I had an HTP boiler installed a few years ago. Since then, I have been without heat and hot water for weeks at a time every single winter. This thing makes a loud, booming noise approximately once every 30 minutes. Your company has created a boiler that is designed to fail.
  Your representatives never help at all. I went without heat or hot water on the coldest week of the year last year. And its happening again now!
  
  Your company embodies every complaint that people have about how crappy appliances have become. YOU are the reason we need more consumer protections against useless and dishonest companies.
  
  FAQ by your unhelpful representatives:
  
  * have you tried restarting it? Yes, now it has permanently shut down.
  * have you called a plumber? Every year for the past 3.5 years. They claim this is unfixable.
  * are you okay with having paid thousands of dollars for something that doesnt work? We really dont like to stand behind our work.
  
  I think you know my answer to the last one.
  
  If I get contacted for any sort of class action lawsuit against your company, Id jump on that opportunity immediately.

  Customer Answer

  Date: 01/21/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We responded to this email and have called many times without any response. This email was the only response we received, which was not helpful at all. We are entering single digit temperatures without heat. We have made numerous complaints stating everything you asked for in the email. You should be ashamed for asking for the serial number again. Here it is- attached. Honor the warranty.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:08/14/2024

  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.

  Hello, good afternoon, my name is ****** and I really need help with my problem.My boiler has an internal leak and is all ***** inside, constantly dripping water. This is the second time the problem has occurred. I bought it on September 25, 2020 and it immediately had the same problem. Since July 10, 2024 I have been trying to solve my problem and I have spoken to several companies and people, I have sent emails, photos, videos and no one solves anything, one pushes the other. I DON'T WANT THIS BOILER ANYMORE, I want to exchange it for a new one. I've already spoken to Ariston, *************** my plumber, ***********************, and NO ONE solves my problem. I'm tired of this situation. I feel frustrated, sad, worn out and at the same time helpless with my hands tied to the situation. My boiler is under warranty and I want another one to replace this one. I can't tell you how many people I spoke to and called. I have my 84 year old mother who lives with me, she is physically disabled due to a stroke. The boiler situation is getting worse every day and I need a quick solution, I can't wait any longer. HTP ELU-150WCN SERIES - ********************* I need an answer please Thank you very much!***************************

  Business Response

  Date: 08/15/2024

  Good Afternoon, 
    Thank you for taking the time to reach out pertaining to ELU-150WCN serial number *********************. 
  
    Researching this serial number in our system, a problem was brought to the attention of our tech support department after 5pm on 7/15/2024. The proposed repair, for which parts were sent out at no charge on 7/16/2024, should resolve the only problem that was documented with us to date. 
  
    There was a follow-up conversation with Tech Support on 7/26/2024 that stated: the plumber does not know how to install the parts sent. It is also noted there was a translator involved in the conversation. It was advised to reach out to the local distributor, for possible recommendations of contractors who would be able to perform the required work. 
  
    There is no further status provided after that point. Has a new contractor been hired? Has there been any further attempt to install the parts provided? 
  
    The conversations mentioned in the complaint with The ************** and *********************** have not been brought to our attention and there is no insight as to what transpired. 

  Customer Answer

  Date: 08/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  "It was advisable to contact the local distributor for possible recommendations of contractors who would be capable of performing the required work."
  
  Yes, this was done and the same photos were sent to another company that helped us a lot in finding a technician, the company Emerson ****************************************** (*********************** employee) spoke with Mr. *** Valley, a technician who, upon seeing the photos of the boiler, remembered that he himself had been here previously to change the parts, and said in text that he had opened a call to *** to EXCHANGE the Boiler but it wasn't there, going far with ***'s response and that he (***) wasn't finding the answer he wanted regarding the warranty and asked to make a claim also because the machine is leaking a lot of water and all ***** and if *** doesn't accept this he won't be able to do anything else.

  "Hey,
  *** said he's not going far with the *** response. He is not able to find an answer if he wants a warranty. But he said you should file a claim or speak to ************** to make a claim for ***. How a machine is running wild and pouring water. If *** does not accept this, it will not be able to do anything else. He says you're going to have to look for a contractor who knows how to work at this machine. Unfortunately, *********************** won't be able to do more than ki isu. Now it depends on the *** distribution when you put in the warranty claim. I hope you understand what I wrote in this message. Good luck with everything.
  I put in a claim for a makina novu. ************** can help with this

   

  
  
  

  No h mais status fornecido aps esse ponto. Um novo contratado foi contratado? Houve alguma outra tentativa de instalar as peas fornecidas? 
  
    As conversas mencionadas na reclamao com o The ************** ********************* Swan no foram trazidas ao nosso conhecimento e no h nenhuma informao sobre o que aconteceu. 
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 08/28/2024

  Good Afternoon, 

    A warranty claim was submitted for this unit on 8/21/2024, processed and credited on 8/28/2024. The credit (CM-9811559682) was sent to our first level distributor on 8/28/2024. The distributor will process the credit memo that was sent to them and in turn credit the supply house who purchased the replacement unit from them. 

    The supply house will in turn credit/reimburse whoever purchased the replacement unit from them. This process continues until the last person to pay for the replacement unit gets reimbursed. 

    This will result in the last person to pay for the unit to be made as close to whole as possible for what they paid for the unit. Supply House do apply their own internal charge for handling warranty (i.e. shipping, administrative, scrapping of the unit ect) This has nothing to do with us, so we cannot regulate or waive those fees. Per the written warranty they are not covered under warranty. 

  Sincerely, 

  ***********************;

• Initial Complaint

  Date:07/17/2024

  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.

  $12,925 ...Installed new propane boiler with warrantee, and today I called Heat Transfer Product Inc.I asked them for my information to be mailed to me why I was declined warrantee as I had done all yearly maintenance and inspections required. The woman declined and argued, She said bad electrician. I said what? When, name etc. She said you are declined warrantee. I asked for her evidence she argued would not tell me. She did not comply. I said please mail to me any and all records and also why declined with people she spoke to , name and phone, and contacts so I can verify. She refused. Again I said just mail to me my file. She hung up.

  Business Response

  Date: 07/26/2024

  Hello *********,

    Thank you for reaching out to us.  I am sorry that your phone conversation with our agent did not help answer your questions.  We have reviewed the recording and we will be working with the individual on our team to improve her approach and response to future scenarios like this.  

    Regarding your Pioneer space heating appliance (serial number **********, the following should help to provide you with the information that you were looking for.  A warranty claim (number: CR2402131114) was submitted to us by ******************************* (****************************).  The claim stated that the product was installed on 10/28/2012 and that the failure was discovered on 2/26/2024.  The product has a 12 year warranty against leaks and based on the dates, it does fit in with the timeframe.

    Pictures of the installation were provided with the claim and unfortunately, it was discovered that there were improper parts used in the system during the installation of the Pioneer.  I am specifically referring to the dielectric unions that were used at the connections on the top of the Pioneer.  Please reference the attached image labelled as "*******-dielectric unions.jpg" which is a clip of picture provided on the claim, but red boxes have been added to show the particular fittings.  Unfortunately, they are not allowed as the increase the speed at which galvanic corrosion occurs which leads to a premature failure of the tank.

    The manual (*******************************************************) does state in multiple places not to use these type of fittings or galvanized steel fittings.  It is also listed as a warranty exclusion.  The other attachments to this message show each of those entries.

    The warranty coverage was declined due to the presence of these unacceptable system components that do not come with the product and were provided as part of the installation by the installing contractor.  This was referenced in the claim and when it was denied, would have been included on the automated message that went to ****************************.

    Sincerely,

  *****

   

  Customer Answer

  Date: 08/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  All forms designating the required installation were aproved as installation was completed and also in progress and all continuing services submitted yearly. Never were any reports back stating the approved certified personnel that the Aristn Thermo approved. This was always approved 2012, 201, 2014, 201, 2016, 2017, 2018, 2019, 2020, 2021, 2022, 2023 and 2024. The company never raised questions about the parts that were declared by the process of install and continued up keep of this system until it failed and then the company said it was within the period of time for coverage. Why did not a questioning correspondence ever come to us regarding these latest allegations and convenvient denials of their coverage of policy for the unit? This is not mentioned in their response nor any evidences of our compliance of inspections and installation inspections nor their refusal in anyway or questioning of our yearly compliances delivered for their warranty and installation of the unit.
  I want my warrantee enforced. I want a new unit. Too late for them now to question anything they already approved.
  
  ************************* 

  Business Response

  Date: 08/01/2024

  Good Morning *********, 

  Thank you for providing more information pertaining to the service history for this unit. However there seems to be a bit of misconception on your behalf. When the unit is was installed, the local contractor that you hired to install the unit may have signed off that the installation was complete in accordance with the installation manual provided with the unit. At no point does that document (or any photos of the install) get submitted to Ariston for any kind of review or approval. Also the annual service records are only viewed between you and the company that you contracted to do the service. Again none of those are every submitted to Ariston for any kind of review or approval. 

  We do not have any services that include sending out representatives or contractors to homes nor do we dictate who you have to allow into your home to do any installations or services. Whom you chose to install or service the unit was purely at your discretion. Ariston only required that the unit be installed by a licensed contractor so that the installation was performed to local and state codes and followed our installation manual. We are only the manufacturer, the contractor who installed the unit is responsible for making sure that the installation met local and state codes as well as the requirements we set forth for properly installing these units (that was not done when they used these components). 

  The only time that Ariston has any chance to review or interject is when a warranty claim has been filed as that is the first time any of this information has been sent to us. When the warranty claim was received and reviewed it came to our attention that the improper materials had been used during the installation. Those components do void the warranty because they cause the units to prematurely fail. 

  Sincerely, 

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

  . 

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My ************ water heater started to leak it has a lifetime warranty. I contacted Ariston as indicated by WH. I opened a case on May 2nd sent pictures of the leaking unit and on May 2nd I was advised that my claim had been approved and that I would be sent a check for $965.33 and that it should arrive two to three weeks. I have attached the confirmation email that they sent me. I waited and contacted them four weeks later, I was told it was processing. Then I called back on the 5th week and was told it was processing and that someone would call me with an update. That never happened. Called last week and got the same response with the same results, I'm now a week from turning two months and still nothing. I have also emailed their warranty department as well as their father company HTP, My claim number is CR2405134050. We paid over 2K for this water heater because it had a lifetime warranty and now we are being scammed.

  Business Response

  Date: 07/08/2024

  We apologize for the delay on the processing of the check.  It processed several weeks later than it should have been.  It has since been sent according to the *** tracking, it was delivered on June 26.  The *** tracking number is 1Z0994720299578284.

  Sincerely,

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

  Senior Warranty Manager

  Customer Answer

  Date: 07/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:06/10/2024

  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.

  Leaky water heater - literal junk - installed in 2020 - replaced 2021/2022 - and now it is leaking, and since we are not original purchaser they will not honor - the piece of junk that was sold for a total of almost $6,000. over 2 years. This unit has been discontinued- this is how poor it is. Also, the company told my husband they would look further as it was obviously faulty, did not call back; they did not document anything in the system which I leaned when I called back and at this time the customer service representative hung up on me.

  Business Response

  Date: 06/14/2024

  Through direct communication with the consumer, this issue has come to an agreed upon resolution. 

• Initial Complaint

  Date:06/06/2024

  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.

  2024 I would like to draw your attention to some recent issues. On December 5th, 2022, ***************** installed an HTP Ph ******, which initially went smoothly. However, on January 15th, 2024, they had to replace the control board. During a routine maintenance on May 22nd, 2024, they discovered numerous dimples on the unit. The cost of this equipment installation was $12,980. It appears as though the unit may have come from the scratch and dent shelf. Understandably, we the homeowner are upset.

  Business Response

  Date: 06/07/2024

  Thank you for taking the time to reach out to us over your concerns with the jacket on the PH130-55 Serial Number 042121E1015681. 

  We have have taken some time to review the communications between our tech support department, with the local distributor and contractor. Which first came to us on 5/23/2024 and was responded to on 5/24/2024 by a senior technician 

  As it was explained to the distributor:

  "The foam under the jacket has some dimples and it is showing through the jacket
  This will not affect the performance, reliability or warranty of the heater"

  In our experience, the environment in which the water heater is installed, can have an impact on how visible the dimples are. This is purely a cosmetic concern and has no bearing on the functionality or performance of the unit itself. There is no reason to replace the tank for this issue. Furthermore, it is noted in our warranty document that replacement for cosmetic purposes is not covered under warranty. 

  Sincerely, 

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

  Customer Answer

  Date: 06/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:06/03/2024

  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.

  We purchased a hot water tank that was defective and ended up flooding our basement. We found a replacement through *********** Because I followed the warranty procedure, I submitted the proper information, including pictures, serial number. receipts and contractor invoice who installed it.Ariston has asked multiple times for the same thing and asks me to submit by a deadline. I am getting the sense that they are using this as a stall technique so then they can claim that I missed some paperwork and cannot get reimbursed.

  Business Response

  Date: 06/07/2024

  Thank you for, submitting the replacement unit info. We apologize for the delay and confusion as some of the repeated requests for information were generated by an automated system (that sends out repeated reminders when waiting for updated information). 

  We do have what we need to push this through the proper wholesale channels to provide the warranty reimbursement for the unit itself. However we do require some further documentation detailing the disputed amount that is being requested and how that number comes to total $3035.55

  Please provide copies of bills/ invoices that total the amount that is being requested. 

   

  Sincerely, 
  ***********************

• Initial Complaint

  Date:12/15/2023

  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 have an HTP combi boiler product from them that is covered under the warranty. The heat's DHW has a crack leading to water damage that requires their warranty team to fix it.I submitted a warranty claim (Warranty Claim # CR2312126650 ) via their website but never heard from them.I called their warranty after 5 days and they said I needed to provide more information. I upload information but still never receive any email update.I call their warranty team again for update, and inquire why I never receive their email notification for my Warranty Claim # CR2312126650. The lady on the phone yelled at me, said they contacted me before, and hung up. I contact them again but they never pick up my call.Still waiting for their wattanty team to contact me.

  Business Response

  Date: 12/19/2023

  Hello Yizhi,

    I am sorry to hear about the experience you have had with the *** boiler.  The claim number that you provided was closed as a duplicate as we had multiple claims filed.  Please reference CR2312126654.

    Upon review of the warranty claim CR2312126654, we denied the claim based on the documentation that we received.  From our records, the product was manufactured on 12/19/2016, and had a listed installation date of 5/20/2019.  A deed for the property was provided signed March 1st, 2023.  A Purchase and Sale agreement was also provided listing the appliances that are included (see attached image.png) and the boiler is not part of the list.

    Based on the provided documents there is no indication that you were the first owner of the property as required in our product warranty.  Based on the paperwork we have we have to look at the default starting date, which is the Date of Manufacture + 30 days, or in this case 1/19/2017.  As there is documentation that *********************** LLC specified the list of appliances, the boiler was not included.  By extension, we see the warranty on this boiler as being Commercial so 5 years from 1/19/2017 was 1/19/2022 and that would make it expired. (see attached combi-warranty-terms.jpg)

    If you have further documentation that can help confirm that you are the first resident and that you are responsible for the boiler and not *********************** LLC, please send it along and we can reassess the denial.

    Sincerely,

    *****

  Customer Answer

  Date: 12/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  In the purchase agreement I provide, the document already indicates that this unit is a new constructed home that was never occupied and the seller is the builder. Thus, I am qualified for warranty.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Yizhi

   

   

  Business Response

  Date: 02/06/2024

  Hello *****,

  We have re-reviewed the information that you provided.  We see that we did make an error in our determination to deny the warranty claim.  Under further investigation, it is clear to us that you are the original (first) owner of the condo and thus *********** the warranty for the product.

  I can have a duplicate claim generated on our end (please note our system does not allow us to reopen claims) and we can move forward with processing the claim.  From what I can see in the claim, it appears that the whole boiler was replaced.  Can you please confirm that this is the action taken?  Was it replaced with another HTP boiler (if so please provide the serial number), or by a competitor's product?  I ask this question as it will have an impact on how resolve the claim.  I need to understand what has been done in order for us to process this correctly.

  Sincerely,

  *****