ComplaintsforEinstein Plumbing and Heating

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Tankless water heater was installed by Einstein Pros on December 3, 2020 with manufacturer's five year warranty on parts. The heater began to signal errors in July 2022 and Einstein Pros were called to evaluate and fix. The technician who appeared said that the error code signified that two parts needed to be replaced, he didn't need to look at the unit but the parts would have to be ordered from manufacturer. I mentioned that the unit was under warranty and he said he would investigate. On August 11, 2022 a serviceman appeared to replace the parts and billed me for $389.60. I inquired about warranty coverage and he called the shop and then told me I'd have to submit the repair to the manufacturer directly to be reimbursed. I received the invoice on August 15 and called the manufacturer to begin the process for reimbursement. It was explained to me by the manufacturer that in order to honor the warranty, the repair people would have had to perform a diagnostic evaluation with the manufacturer's participation and then the parts would be provided. Since that was not done, the warranty could not be honored. I called Einstein Pros to complain about this and was offered nothing in the way of resolution.

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