ComplaintsforFast Water Heater Company

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Rheem water heater and install at **********, ****** ** on 6/7/21 at 1:16 PM. I was told that purchase included a required permit. It was subcontracted to Fast Water Heater Company. On the bottom of HD BID Builder form #1f 03/21 is *Permit amount includes a $35 processing fee. Processing includes obtaining the permit and physically picking it up from the city if required, and delivering it via mail to the customer. *** also covers contacting inspectors and building officials in the event of differences in code interpretation. I was not given any other details about the permit process. I followed up to ask when I would see the permit. I was told it would be mailed and take 3-4 weeks. On 8/10/21 at 10:55 I received an email from ***************************, that the permit had been returned in the mail and requested another address. 8/11/21 at 9:50, I replied with my correct mailing address. 8/11/21 at 11:00, I forwarded that reply to ********************************************************** I never heard anything further from Fast Water Heater or the County of Orange. I expected that the issue was resolved per contract. I have since had other work done needing permits. I was informed the water heater permit is outstanding. I called ***** at Fast Water Heater 12/26/23, 11:48, was told permit ***** needed to investigate. 1/2/24, 9:08, ***** sent permit ***** another email. 1/5/24, 9:00 **** forwarded my call to *****, and transferred me to permit *****, I left a voicemail at 9:28. 1/9/24, 9:06, ****** left a voicemail for permit manager. 1/11/24, 1:01 *********************** from permit who declined, then left voicemail for customer service manager to negotiate. Today Supervisor ***** said that due to how long its already passed, they will not act. Time doesnt satisfy failure to act in contract law. This is a fraudulent failure to act. It is also elder financial abuse.

  

  Business response

  02/08/2024

  We have provided assistance and a refund to this customer to facilitate their issues with the permit.  We did pull the permit but it requires the homeowner to schedule, this took over a year and the permit expired.  We believe this is rectified.

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dec. 22. - New combi boiler unti ****** was installed by technician *********************** for radiant heat/water.Dec. 23 - Temperature in the house reached 98F and boiler was leaking from bottom. Notified the company. Was out on vacation till Jan.1. While I was gone due to the extreme heat my floors got separated and now have gaps in between planks. January 3 - Technician *********************** came and indicated that installation was done incorrectly and the unit had to be re-installed. Emailed company and asked to initiate a claim for damaged floors and re-installation.January 4. - **** re-installed and re-piped the unit. Radiant heat stopped working shortly after the reinstall. Called the office.January 5 - *********************** came, indicated that one of the valves was installed incorrectly and there was air in the system that prevented the hear from turning on. Replaced the valve, readjusted the setting. Heat still did not work. Called the company.January 6. - Technician ***** came, indicated that autofill was not properly connected and one of the parts was missing on the top of the unit that releases pressure (metal fold?). Still no heat in the house.

  

  Business response

  01/13/2024

  We are actively working with this customer.  We have corrected and completed the combi core installation.  We are also working with the customer to correct the issues that have occurred in their flooring.  We recognize that we did not complete the initial installation correctly and we did have some difficulty troubleshooting the issues that arose.  We are taking full responsibility and making sure that ********************* is fully satisfied.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today, I had a water heater installation from this company and It is a DISASTER for this water heater installation. Some pipes are missing and water is leaking out from the tank. The leak alert system automatically shut it off and keeps beeping. Need this company to get someone knows how to install this Rheem hybrid water heater here ASAP. Tried to call but cannot get through.

  

  Business response

  07/07/2023

  We have contacted customer and schedule for our Senior installer to go out an address any issues with the install. 

• Initial Complaint

  05/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A technician named ******* from Faster Water Heater Company who came out to diagnose and repair my water heater made a series of mistakes and lied on multiple occasions that left me $1,000 in debt and my water heater in worse condition.******* first came out to my location for a diagnosis during the first week of May 2023. His diagnosis of my broken water heater was that I needed to purchase online two parts from Rheem's website (both coming out to over $600) and have them delivered to my location. I paid him via check roughly $150 for a service charge. Before his departure, he made an off-hand comment to me that I wouldn't have to pay another service charge for him to come back out here, and that I would only pay a labor charge for installation of the parts. I ordered the parts he instructed me to buy and called Fast Water Heater Company and informed the receptionist of ********* statement of waiving a second service fee. She affirmed my statement and scheduled ******* to come back out. ******* came back to my location on Monday, May 8th, to install both parts, which took roughly 45 minutes. Once the installation was complete, ******* informed me that the water heater was up and working again, which was a lie, because I checked the status of the water heater before his departure and discovered that it was still broken. He proceeded to spend another 15 minutes diagnosing the broken water heater, and this time, not knowing how to fix it, ended up calling his supervisor for assistance. ******* ended up leaving my location with the water heater still broken, and on top of that, he accidentally left the manifold switch in the 'off' position, leaving me without water completely. He also revoked his promise of waiving a second service charge and forced me to pay again on top of a labor charge. I later discovered after he left that the third part recommended to fix my water heater is discontinued, leaving me without any solution to fix my water heater.

  

  Business response

  05/15/2023

  I have reviewed this situation and our internal processes and we could have performed better in this case.  We did need to go through the protocols of the Rheem warranty process but we could have been more proactive in our communication and support.  We are issuing a refund back to you for the return trip.  We hold ourselves to a higher standard and I'm sorry that this process dragged out so long.  This is a training opportunity for **.

  Respectfully

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

  VP, Sales

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Fast Water Heater *** come to service my Rheem water heater which was under warranty. They were in contact with ***** while they were here and concluded the water heater needed to be replaced. Because this was the second time this water heater failed, I chose to have a less expensive water heater installed and was told by Fast that I would get a refund from ********** for the more expensive unit. Immediately after the new one was installed (costing me an additional $1000 already having paid over $2300 for the original water heater 4 years ago) I called ********** and they said I would have to return the old water heater to get my money back. I called Fast several times and said I needed the old water heater back and havent received it. I then called ***** and they said all that needed to be done was for Fast to file a claim with ***** and they would refund the money to Fast who would then refund the money to me. The representative I spoke to said he needed to talk to his supervisor and then called back and left the message that they dont want to get involved. So at this point I have spent well over $3000 and I have a $600 water heater.

  

  Business response

  04/05/2023

  Unfortunately there were miscommunications during this process.  Fast Water Heater is a *************** Service Provider, we do repair and replacement work for Rheem customers under warranty (as well as out of warranty).  In this particular case we worked with ***** and determined that a replacement of the Heat Pump Water Heater (****) was covered under warranty, however the home owner wanted to replace the unit with an alternative tank.  This tank is not covered under warranty and ************ clear.  We let the customer know the tank and labor costs from Fast Water Heater were not covered under their Heat Pump water heater warranty if they chose to install a standard electric unit.  The warranty claim needed to be discussed with either Rheem or ********** who were the original vendor and warranty provider.   Discussions or policies of these two companies cannot be controlled by Fast Water Heater and again, we were clear with our installation costs at the time of replacement.  If the customer had chosen to invoke the warranty for the **** we would have filled the claim directly with Rheem and replaced the unit under warranty.  Finally, Fast Water Heater recycles our replaced water heaters often, without any guidance to the contrary we remove and recycle all of our water heaters.  We cannot provide a rating plate as we no longer have the water heater.

  Respectfully,

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

  Customer response

  04/10/2023

   
  Complaint: 19876839
  
  I am rejecting this response because: First of all, I have never spoken to *************************. Any knowledge that he has is second hand. Shortly after Fast Water Heater installed the water heater, within one hour, I was contacted by ***** who identified herself as the manager of ********** ********. She stated that all had to do was return the water heater that was removed by Fast Water heater and I would receive a refund. I immediately called Fast and spoke with ******. He stated that he would email the tech from Fast that removed the water heater and request that the water heater be returned. This sounded like a simple solution since the tech mentioned to me that he only lived a few miles from my house. The water heater was not returned that day and I phoned Fast the next day and spoke with ****** again requesting the water heater. At that time he gave no indication that it could not be returned as he had the previous day. I then received a phone call from ************************* *************) at Rheem stating that all Fast had to do was file a claim with ***** for the water heater and any additional costs and they would issue payment to FAST so I could be reimbursed by FAST. At that point I again spoke with ****** at FAST and explained what ****************** had stated.  ********************* that he would speak with his supervisor. I did not hear from ****** so I phoned him at FAST and he stated that they were not going to get involved. Still no water heater returned to me. I feel that FAST has not acted in the best practice for a business to warrant any payment since they were the roadblock to me receiving a refund from ********** or Rheem when they simply could have returned the water heater the same day that the new one was installed as requested.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Fast (Water Heater) to install new water heater on 11/26/22; they came out and installed a new ********* water heater.Around 12/3/22 or 12/4/22 the water heater stopped working and after trying to restart per the instructions, I requested service from Fast on Monday 12/5. Despite their claimed "fast service" they couldn't set up a time until Wed afternoon (12/7). On Wed morning the technician called to say he was on his way; several hours early, at which time we would not be home yet. We ended up having to reschedule for Friday 12/9, at which time a repair was done. It was noted by the technician that the flame did not look right, but he'd order a new burner assembly just in case. This was to be delivered at our home, but we never received it. On 1/2/23 the heater broke down again and I could not get it to restart. I called Fast on 1/3 and they came out today, on 1/4. The burner assembly needs to be replaced and it was ordered from Rheem; it should be arriving by Friday, at which time I was to call Fast for the installation. While they laud their "same day service", I doubt we'll see that, making this close to another week with no hot water. I discussed extensively with the installer and also the warranty person that this unit is obviously defective and they should pull a new one from their warehouse and install it instead. What bothers me is that the folks at Fast could not pull another unit from their warehouse and replace this obviously defective one today. When I suggested that to them, the answer was that they would not do that at this point. It seems to me that this should be on them, not us. We hired Fast to get a new water heater, not Rheem.

  

  Business response

  01/07/2023

  We have contacted the customer and will be replacing his unit

   

  Matt

  Customer response

  01/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Wed. 2022-08-03 between about 9am and noon, two installers from Fast Water Heater arrived and installed a hot water heater. Prior to the installation, l asked them to make sure that the hot water heater operated without any power from the electrical grid. They told me that it was a push-button start, and no electrical was required. I said that was good, because I didn't want to rely on the electrical grid for my hot water.On Wed 8/3/2022 3:43 PM, When I was entering the hot water heater installation transaction in Quicken, I entered each line item. I saw a $346 line item for installing the Flood Stop. I had not agreed to that being installed, so I replied to one of the emails I received from them, and said I wanted the Flood Stop removed and a refund because I didn't ask for it and didn't want it. .On Thu 8/4/2022 9:06 AM, I received 3 emails. One had an attachment with a contract that someone else signed (not me) dated 2022-08-04. The other emails included attachments of my rights to cancel within the 3rd business day after the signed agreement.On Wed 8/4/2022 10:34am, I received call denying refund.On Fri 8/5/2022 4:00 PM, I sent another email asking to confirm they would not refund any money.On Mon 8/8/2022 7:52 AM, I received an email from **************** that said they were denying the refund. "Good morning ***. Yes we are denying the refund of the flood stop. After talking with the area manager and technician there was a conversation had about the flood stop valve prior to install. You also signed the form okaying the work to be done. "There was no conversation about the flood stop prior to the install, and I definitely did not agree to the charge prior to the install. The "form" that I signed states the following immediately below my signature - "This is not a legal contract".Fraud should be punished. I request a refund of $346, plus the cost of having a *different* contractor remove the Flood Stop from my hot water heater.

  

  Business response

  08/18/2022

  We have spoken with the customer and offered a full refund on the flood stop valve.

   

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

  VP Sales

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fast Water Heater installed a tankless hot water heater in 2013. It didn't pass inspection. The installer claimed the installation manual was incorrect, and kept delaying making fixes, claiming they were contacting the manufacturer for clarification. Meanwhile other failed inspection issues went unresolved. They stalled and stalled. I called back months later. Promises to follow up. Never did. I'm guessing they were hoping the city and I would forget, and I did, until the city sent a letter reminding me of the failed inspection. I called Fast Water Heater back, this was 1-2 years. They claimed many inspections fell thru the cracks, they had a dedicated person now, and they would resolve. Guess what? Another excuse. Year after year, same song and dance.. Now years later they don't even bother to return calls. I have a failed inspection they perpetually have delayed resolving.

  

  Business response

  11/18/2021

  We have reached out to the customer to correct the issue.  It is correct that the permit processing and approval for this particular job was mishandled by us.  We are applying for a new permit and will make all corrections needed to pass code.

   

*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. ↩