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Complaint Details
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Initial Complaint
02/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We had a new hot water heater installed in July 2022. In the winter of 2022, the pilot light would go out and we'd have to reset the water heater. We called several times and had someone come out to look at it numerous times. The pilot light was replaced, but the issue continued. Each time someone came out, one of us had to take off of work to meet the technician and lost out on work. It would go out several times a week.During the summer of 2023, we had a few issues with the pilot light going out, but it was very minimal compared to the winter. We thought the problem had been resolved.During the winter of 2023, we continued to have issues with the pilot light going out on the water heater. There were days we were resetting it 10 times or more a day. It would light, start to heat up, then show a flashing red light and go out. It was very frustrating not having a hot shower in the morning, warm bath at night for the kids, or hot water to run the dishwasher or washing machine. Again, we called and would ask for someone to come out. Often times, we would not get a return phone call and have to call again and again. In December of 2023, a technician came out with a representative from the company who manufactures the water heater. The suggestion was to have our chimney checked to see if there was a blockage and get a CO2 meter and log any instances.We paid for a service fee for both a chimney and duct work company to come out and inspect the issue. Both came to the conclusion was the result of improper venting of the water heater. There is not proper air flow, therefore the pilot goes out.We have lost so much time and money with this company, along with frustration of having to call several times just to have someone get back to us. We've been dealing with this for over a year and half and we just want a working water heater.The duct work company gave us an estimate of what it would cost to install a new water heater, with proper ventilation.
Business response
03/18/2024
I understand the customer is frustrated with the pilot continuously going out on the water heater. However, we recommended several times over the last 16 months that the customer check the existing chimney venting. The customer had the venting checked February 2024, and it was determined that there is negative pressure at the venting. We tied into the existing venting. We did not install the venting, this was existing to the home. We have put in several hours at no charge to diagnose this water heater. We offered a substantial discount towards the new water heater installation, even though our heater and the installation were not the issue.
The other company wanted $3,757.00 for the installation of a new heater, we offered to provide a new heater and install it for $2,150.00, this is after over 10 hours of diagnosis time that we did not charge for. I believe we have offered a fair compromise.
If the customer wants the new company to install their new heater, we would offer a refund of $400.00 if they keep the chimney vented heater, or the full refund of the original call, which was $1320.00, if we pick up the original heater after their new company has uninstalled it.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.