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:04/04/2023

  Type:Product 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.

  Dec 15: new water heater installed
  Since then: Hot water is sputtering
  January/February we contact Tudi about the not disappearing sputtering, they refuse to send out a technician to check on their own installation without a 100$ charge.
  March: we get another plumber check out the system. They suggest its build up of hydrogen gas (which, as we now find out, is a known problem for this manifacturer's water heater -- Tudi should have known this is an issue).
  
  So we have currently a water heater that non only sputters (annoying) but also produces and builds up hydrogen gas within. This can easily lead to explosions (e.g. if dish washer sucks in hydrogen and electric spark lights it), possibly even bodily harm and injury.
  
  What makes it worse is that the Tudi probably knew of these issues and still intalled this.
  
  We want this hydrogen-producing water heater out of our building, and our money returned.

  Business Response

  Date: 04/26/2023

  Complaint has been resolved directly with customer.

   

  ·         We installed this hot water tank in mid-December
  ·         They reached out on February 21st saying they noticed water pressure from faucets was not regular. We let them know we could come out to assess the situation and as we normally do, we quoted our trip charge. We also explained that if the pressure issues were related to our installation that it would be waived as it would fall under our 1 year labor warranty (the tank itself has a 6 year part warranty)
  ·         They pleaded that the issue was commonly associated with a faulty installation. While we understand this could have been related to the installation, we have learned that it is best practice to communicate that it could be unrelated and that there could be charges
  ·         We reiterated that the quoted charges would be waived if there was an issue with our product
  ·         Because their preferred method of communication was email, we were not able to get ahold of them for about a month
  ·         We next complaint stating that they had explosive hydrogen in the hot water tank and that we needed to remove the tank within 2 weeks
  ·         We let them know we would be out to the home at no charge to diagnose
  ·         It turned out to be that the anode rod in the tank had failed due to the incoming water. We upgraded their anode rod to aluminum at no charge.

• Initial Complaint

  Date:01/24/2023

  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 CALLED TUDI WHEN WE WOKE UP TO A COLD HOUSE ON JAN 21,2023. THEY ADVISED USE THERE WOULD BE A 155.00 SERVICE CALL CHARGE AND A DIAGNOSTIC FEE CHARGE. WHEN ARRIVING AT THE
  HOUSE THE SERVICE MAN IMMEDIATELY CHECKED THE THERMOSTAT AND SAID HE ALREADY KNEW THE
  PROBLEM.. THE FURNACE WAS SET ON COOL INSTEAD OF HEAT. I MUST HAVE PUSHED THE WRONG
  BUTTON WHEN TURNING DOWN THE HEAT THE NIGHT BEFORE. THE FURNACE IMMEDIATELY CAME ON.
  HE THEN WENT DOWNSTAIRS AND CHECKED THE AIR FILTER AND SAW THAT IT WAS NEW.
  
  HE THEN WROTE UP A BILL AND SAID HE UNFORTUNAELY HAD TO CHARGE A MINOR DIAGNOSTIC
  CHARGE. THE FURNACE IS LESS THAN 2 YEARS OLD, IT HAS A 3 YEARS LABOR WARRANTY, THE PARTS
  ARE ALSO UNDER WARRANY. I AM NOT DISPUTING THE 155.00 SERVICE CALL CHARGE, BUT WHY
  SHOULD WE BE CHARGED A DIANOSTIC FEE WHEN NOTHING WAS DONE EXCEPT TURNING THE FURNACE BACK ON AFTER I SHUT THE FURNACE OFF THE NIGHT BEFORE BY MISTAKE, THE PARTS AND LABOR
  WERE ALL ALSO COVERED BY WARRANTY. I CALLED TUDY AND THEY SUGGESTED I PURCHASE AN
  EXTENDED WARRANTY AND THEY WOULD ADJUST THE CHARGE, WHICH I REFUSED.

  Business Response

  Date: 01/26/2023

  We spoke again with this customer, and explained the situation and the charges in more detail.  We offered to refund the charges in question, which customer agreed to.