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:10/17/2023

  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.

  We purchased a home from Integrated Development Corp ( ********************************* and *****************************) in June 2022 with a 1 year home owners warranty. We encountered issues with the installed hot water heater not producing a reasonable amount of hot water and also leaking. ***** issues were raised during the 1 year warranty period. A plumber came out and could not find anything wrong with the unit so a technician from the manufacturer came out to do an assessment in March of 2023. He found two issues with the installation:1. The room is smaller than they specify for that heat pump unit 2. The unit is rated for water intake temp at a minimum of 12 degrees above what it is getting now As a result of these two installation issues, the hot water heater is not functioning as expected. In response to our communication of this ******* replied and assured us in writing that "whatever it takes to resolve this we will" and "I want to figure this out for my own education and of course do right by you guys." ***** communications are attached to this complaint. I proceeded to follow up multiple times over the last 6 months and received no reply. This week we finally received a response from him stating that they would not resolve this and that this was a "usage issue" which is a direct contradiction to what the manufacturer stated and what was provided to ******* 6 months before. Additionally, this installation issue should be covered under the warranty as he selected the unit and installed it in a way that does not meet the criteria specified on the unit.

  Customer Answer

  Date: 10/27/2023

  I have not heard from the business in response to my complaint. Prior to reaching out to BBB I was in contact with them but they were unwilling to resolve. I did include an email exchange with the owners as part of my submission. Is it possible to reach them at their direct emails? 
  

  Thank you,

  Alana 

  Business Response

  Date: 11/04/2023

  Contrary to the complaint, the warranty covers defects, it was determined there was no defect in the water heater by the mfr (which if there were they would have covered it) and the allegation of an installation issue is without merit.  The homeowners runs hot water for 20 minutes, the capacity of an 80 gallon water heater is clear on recovery rates and it would never recover to that usage. 

   

  Customer Answer

  Date: 11/06/2023

  The response from the business is evasive and contradictory to what they provided in written documentation. The business is repeating what his contracted plumber communicated before we reached out to the manufacturer itself. As confirmed by the water heater manufacturer the unit was improperly installed in a room that does not meet the size requirements and is connected to a water source that does not meet the temperature requirements. Installing a unit that is improperly selected for the home and therefore is unable to meet the standard performance of the unit is an installation issue. In the email chain provided in this complaint ******* (the business owner) committed to resolving the issue when he was made aware of these facts but now after delaying for many months is attempting to avoid completing the items he agreed to resolve under the warranty. If this business does not stand behind its warranty, then other customers should be aware. We ask that the business resolve the issue as they committed in writing to do.
  

  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 # ********.