ComplaintsforDRF Water Heating Solutions

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I was quoted one price and one product. When the time came, the price went up or the job wont be started nor finished. I was told this was A+ rated business and come to find out it does not even rate positive with BBB. The company set one day, gave a time and then hit you with all the upgrades needed, was told these items were State required and would not start until others would be paid.The job was to replace a water heater with a 12 year maintenance free water heater and would be done the same day. Nothing same day about this company. They come from the State of IL but know Colorado laws and regulations.

  

  Business response

  04/29/2024

  Additional charges for this installation were related to building modifications necessary to meet safety/code requirements for the municipality. The quoted price for the water heater did not change. As a licensed plumbing contractor, we adhere to all state and local codes for the safety of each customers family and property. Pre-existing conditions such as inadequate ventilation and venting are the responsibility of the property owner. When such conditions exist, it is often not possible to know until the technician is on-site. After being unable to complete the installation, multiple attempts to contact the customer were made to offer scheduling compensation plus a discount for the inconvenience of the installation not being able to be completed the same day. Those attempts were unsuccessful. Since the installation was not able to be completed, the customer was not charged. 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DRF was contracted via Lowes to install a water heater in my home on 1/24/24. During installation, 3 stair noses in my home were broken off, leaving exposed nails & raw materials. Many other stair noses were loosened, with several bending forward at a steep angle.Here is a timeline of key events:1/24: The on-site plumber took 1 photo of damage, which is included in DRF installation paperwork. I also left a voicemail to report the damage.1/25: DRF and IME (**********************) contacts reached out to me, and I provided images of the damage.1/30: DRF asked me to obtain 3 quotes to make repairs.2/1: I alerted DRF of the additional loose stair noses, on top of the 3 broken stairs.2/2: DRF requested a video of the stairs; however the file size was too large for DRF's ************ service to handle. DRF has not suggested any alternatives and has not inspected the damage firsthand.2/7: Repair estimates were emailed to DRF. DRF confirmed receipt that same day.2/13: After 2 unanswered customer follow-**** I informed ********************** that we would proceed with the lowest estimate for repairs.2/14: DRF responded that the 3 estimates are "too high", and insinuated they are not legitimate (2 of 3 are printed on company letterhead). DRF offered to pay only $200 of the $400+ cost.2/15: DRF suggested scheduling a new quote for 1+ month after the incident, and stated they would not pay for repairs in full because "this has never happened before." On a 2nd call that day, DRF stated IME was contacted on the matter, but had no repair timeline.This property damage is a serious hazard for the ************* in our home. I have taken significant time away from my own job to follow DRF's instructions, only to be met with DRF's skepticism and delays. To prevent serious injury, I am left with no choice but to move forward with the lowest estimate. As a result, I expect full reimbursement for repairs and partial refund on my purchase, given the appalling level of service provided.

  

  Business response

  02/28/2024

  Both DRF and ******/IME have reached out in this matter and have attempted to schedule a contractor to come out to complete repairs. As an alternative, we have offered $200 for the customer to have repairs done by a contractor of her choice.

  Customer response

  03/04/2024

   
  Complaint: 21301066
  
  I am rejecting this response because: As I previously communicated to DRF and as stated in my original complaint, due to DRFs delay in handling this matter, combined with the risk of serious injury caused by the damage DRF made to my property, I was left with no choice but to move forward with the lowest estimate for repairs in my home. As a result, scheduling another contractor is a moot point, and $200 only covers half the cost of repairs for damage that was entirely caused by DRF.

  
  This single, same-day installation has resulted in a tremendous ordeal: after damaging my property and creating a significant safety hazard that involved exposed floor nails and loose stairs, DRF put the burden on the homeowner to independently seek out 3 separate quotes, and took weeks to move forward with a safety issue that put all members of our household at risk.Tending to these ongoing matters has also required me to take significant amounts of time away from my own day job.

  
  At a minimum, I expect full reimbursement for the repairs ($400), and am willing to chalk up the remaining premium cost I paid for this service to lessons learned about the integrity of Lowes, IME and DRF.
  
  Sincerely,
  
  ***************************

  

  Business response

  03/15/2024

  To resolve the situation, we offered to schedule a contractor to repair the customer's stairs on several occasions, but were unable to do that as the customer was not available. As an alternative, we and ******/IME offered a $200 reimbursement. Since the customer scheduled repairs on their own, the only option we can offer is the $200.

  Customer response

  03/20/2024

   
  Complaint: 21301066
  
  I am rejecting this response because it does not cover the full cost of repairs for property damage caused by DRF, and it is a misleading statement about the sequence of events and facts surrounding this issue.

  This complaint was filed because DRF caused property damage in my home that presented a significant risk of injury to all occupants, and DRF failed to resolve the issue within a timely manner. As shown in the evidence attached to the original complaint, after the damage was incurred on 1/24, DRF instructed the customer to obtain 3 quotes for repairs.

  I (the unpaid customer) obtained 3 separate quotes, compiled and delivered them to DRF within 8 calendar days of DRF requesting me to do so.

  In comparison, DRF (the company that operates in the professional contracting industry and offers same day services) did not offer to schedule their own contractor until over 3 weeks after the original incident. Even then, DRF expected the customer to wait several more days for the contractor to arrive on-site to simply review the damage, and offered no timeline or schedule for the repairs.

  Due to DRFs delays resolving this matter, combined with the immediate need to prevent serious risk of injury from the property damage caused by DRF, I had no choice but to proceed with repairs using the lowest estimate obtained. This timeline was communicated to DRF in advance, but DRF refused to schedule their contractor before my repairs were made. As a result, I expect full reimbursement for repairs, totaling $400.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I normally never write bad reviews, but you will understand after you read this. My hot water heater was installed on 12/31/2022 and inspected by the ******************* on 8/16/2023. It failed inspection. I called DRF and they sent a plumber out to fix it, but the plumber wanted over $200 to fix. I was assured by the DRF customer service team that there should be no cost to bring my hot water heater up to code. Today, it's 9/10/2023, almost a month later and after repeated calls and emails to DRF, the management team still hasn't called me and they haven't resolved it. I would never recommend them. They should fix my hot water heater and ****** should stop using them as a subcontracted provider.

  

  Business response

  09/20/2023

  Our customer care team has spoken with the customer and has set up a return service call to install the expansion tank at no cost. This should allow for the installation to pass the inspection that was originally failed.

  Customer response

  09/26/2023

   
  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

  08/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of transaction 6/28/23 Purchased 80 gallon *************************** water heater for $3,701.30 from DRF Trusted Property Solutions with installation.The resolution I'm looking for is a $500.00 refund to me for money paid out to try to repair a bad installation (see uploaded documents)

  

  Business response

  08/29/2023

  Our ************* Manager has been in contact with *************** by phone and email and has offered to refund the $149 service fee and the $225 charge incurred for the *************************** inspection however before we can do this, **************** must drop the $500 dispute he has filed with his credit card company. We are unable to consider the electricians charge as no invoice was submitted to us.
  
  At DRF we stand behind our work and always strive to make our customers delighted with our services. In situations like this it is reasonable and customary for us to ask for all documentation (documents,invoices, photos etc.) that proves up the costs alleged to have been incurred.Just as we supply customers with paperwork and invoicing at the time of install we should be afforded with the same courtesy for the claims being made of us. 

  Customer response

  08/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is no way to do business but is barely satisfactory to me. The disputed amount with the credit card company has been closed per my request. I expect a refund in the amount of $374.00 within a reasonable amount of time and I will chalk the rest up to experience. 

  Sincerely,

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

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested service from DRF through Lowes for a water heater installation since I have an account with Lowes. I received quotes from competitors, but the employee promised that with their price match guarantee they will reimburse the difference. After checking multiple times and giving them a preemptive quote to make sure that the product on that one will be accepted for a price match guarantee. I have uploaded a copy of that email to this claim, where the employee confirms that the quoted water heater is comparable but that I would need to get a full quote and not limited one. Because of the way they have it setup they require you to accept the service and promise to honor the price match guarantee later. But after going through the service and signing the paperwork, couple weeks later I receive an email that the price match guarantee application was denied. After trying to contact their team multiple times, the last communication I get is from their agent saying that it was a mistake and that they can do nothing to fix it. This is unacceptable and borderline bad practice. I wish I saw the BBB page before signing up but since it was through ****** I was more confident, which is a regret.

  

  Business response

  08/24/2023

  Our customer service team has had several interactions with this customer and has explained that while the unit we installed and the unit quoted by another contractor are "comparable," the competitor quote submitted was not for "identical products and services" as required to meet the terms of our 1-year best value price guarantee ... **************************************************************************************************

   

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new water heater through ****** and used DRF to install it. A installation service manager from DRF told me if I paid $300 more I could get a self-cleaning heater that doesn't require annual service, so I upgraded to that tank. After installation I learned the tank is not actually self-cleaning, and does actually require regular **** month cleaning, and the man misspoke. This conversation was recorded by DRF and is available for listening. I have contacted DRF requesting a refund for the difference between the original cheaper tank and the more expensive one and they have declined to do so. I then requested they remove the tank and they also won't do that. The water tank came with a warranty that DRF will not activate until I sign a statement saying I'm happy with the installation process. As I'm not satisfied, I don't want to sign the document but am concerned that the warranty isn't activated. I'm not sure this is a legal process on their end. Additionally, DRF sent an installation contract for me to review, but waited until the installer was at my house to install the tank. I was not given time to read the contract and was actually pressured by the installer to sign it out without reading it. This was not an oversight on their end, it is their standard practice to not send customers contracts until the day of installation. All the aforementioned practices give the customer a sense that ********************** is deceitful and interested in taking advantage of customers.

  

  Business response

  05/10/2023

  Our customer service team has reviewed the purchase and installation and has had multiple conversations with ********** regarding the water heater purchased. We have confirmed that she received what was purchased at the price agreed to prior to installation. The manufacturer classifies the water heater as a self-cleaning unit, and it carries a 6-year parts warranty. A self-cleaning water heater basically filters out sediment and build up by circulating water throughout it.Reducing this build up means that you do not have to flush the system as often yourself as a non-self-cleaning unit. Sediment build-up is never completely eliminated in a self-cleaning tank, it does remove the vast majority and keeps your tank running effectively and efficiently, per manufacturer specifications and guidelines. We have provided the customer with documentation on features advertised by the manufacturer. Additionally, to discuss concerns on options that the water heater has, we also provided contact information for both the manufacturer and the business unit that manages the Lowes installation program.

  Customer response

  05/10/2023

   
  Complaint: 20016329
  
  I am rejecting this response because: I have stated several times to the business that I was told the unit "never had to be cleaned", not that it had to be cleaned less often, and this is why I purchased it. They continue to side-step or ignore this statement. I have stated this to the business multiple times, on the phone and via email, to multiple people, and have been quite clear and consistent with this. I have shown them the owners manual which states the unit has to be cleaned every 6 months which is the same as any other model.  The business recorded the phone call in which I was told it never had to be cleaned, and I have reminded them of this several times. I was told they would listen to the phone call and get back to me, but they stopped communicating with me after this. This leads me to believe they listened to the phone call, confirmed what I said is true, and don't want to acknowledge it.  
  Sincerely,
  
  *********************** ***

  

  Business response

  05/23/2023

  We have reviewed phone calls with this customer as well as emails and notes for the installation. We also contacted the manufacturer to clarify maintenance recommendations. We said that the self-cleaning model would help extend the life of the heater. We also said that it would not need to be drained. However,the reason we moved to this heater was that the original one quoted was not available in her area. We wanted to restore hot water to the customers home as soon as possible and she did agree to the change.

  According to *************** (the manufacturer of the water heater installed), she has a unit that is better and more efficient than the one that was not available. Their electric water heaters include a self-cleaning dip tube to help minimize sediment in the tank, prolonging long tank life and enhancing efficiency. Over time, some sediment will accumulate in your self-cleaning water heaters tank,so draining the tank is needed every three years or so.

  Refunding the price difference does not account for her BETTER tank that is only recommended to be drained 1/3 the time as a normal tank at worst every three years and not every year according to ***************.

  Customer response

  05/25/2023

   
  Complaint: 20016329
  
  I am rejecting this response because:  *********** has now changed their story and the most recent statement is false. The original unit was indeed available in my area. The only reason I upgraded to this one was the reason I cited in my previous response.
  
  Sincerely,
  
  *********************** ***

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called DRF because they replaced my original water heater, I called them due to the water heater making noises. Im elderly (83) and can get confused with certain things at times. I wanted the water heater checked, I was told to replace the water heater. It wasnt leaking and also still was working. The charge was $2650 to replace a 40 gallon water heater. We called DRF to ask for the original notes on inspection - to ask why the unit needed to be replaced but they did not provide information and simply said that by calling DRF you will be replacing the unit, they wouldnt know if previous unit was working or not.They also did not give me a bill and I asked for it in the mail, so I have nothing to send in.

  

  Business response

  01/11/2023

  We were contracted by the customer for replacement of a ********** power vent water heater. We do utilize licensed plumbers and require that all local codes be closely followed. Our pricing is competitive in the market and includes the water heater, delivery, installation by a state licensed plumbing contractor, and haul-away of the old heater. Through our One Year Best Value Price Guarantee, we will honor competitors quotes within a year of our installation. Details here: **************************************************************************************************

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is about the failure of a contractor to return the work area back to its original state after completing their work. This failure resulted in a flooded basement for my home. As a result of the flooded basement, I incurred an extra cost of $1902.09 from a water mitigation contractor to dry out the basement. In addition, we lost several personal items including a one-year-old treadmill ($545) and two 40" TVs ($220) that were being stored on the floor.Complaint Incident - 7/6/2022. On the morning of July 6th, I went downstairs to find the basement flooded with about 6 inches of water (we had experienced a couple of days of steady rain). I immediately went to the sump pump to see what was wrong and found it unplugged. As soon I plugged it in it started to run and clear the water. Unfortunately, the damage was already done. No one had been in the basement since the plumbing contractor did the repair to the water heater on June 28, 2022. They did use power tools during their repair. The closest outlet to the water heater by easily 20 feet is the single outlet for the sump pump. I assume they used that outlet and then forgot to plug the sump pump back in which caused the basement to flood due to the rain we had. This is obvious negligence on the part of the plumbing contractor.I called a Water Mitigation contractor (Service Master) to come out and dry out the basement. This contractor cost $1902.09 to complete the service. I have reached out to DRF multiple times by way of phone calls, emails, and customer service chats. I have been promised multiple times they would look into the incident and get back to me. It is now early October and I have not heard back from anyone. I am tired of asking for a response from DRF and not receiving anything back from them I want this matter settled.Attaching a full explanation of contact with DRF as well as supporting documents.

  

  Business response

  10/26/2022

  We have reviewed our notes and contacted the technician who performed the service work on 6/28/2022. We've confirmed with him that no power tools or other electrical equipment was used. There would not have been any reason to unplug the sump pump. 

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed wrong water heater . Promised to come back to install correct one . Never did . One year later the drain valve failed due to incorrect installation and flooded my basement with water gushing out everywhere and they will not accept responsibility pay for damages or labour to replace tank . Reach me at for pictures . This was through ********** as well . I would like my **** I paid refunded and damages done to my basement paid for

  

  Business response

  05/06/2022

  *****, We reviewed your account and, as you stated, this was a ********** transaction. As a contractor, we're required to install or service the water heaters ********** and the customer agree to. Mistakes can be made and we want to help make sure you're satisfied, so whether there was a possible issue through us or **********, we want to help rectify this.

   

  We will reach out to you asap.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract with DRF dated 09/30/2020 for new water heater installation.Contract stated the installation would meet state and local safety requirements and installation would be made by a licensed plumbing professional.The water heater was installed incorrectly and as a result presented a hazard for carbon monoxide poisoning. The water heater was not vented according to code. Instead of following code, installers did a "make do" job. Venting should have been completed to the outside via side wall. The installers never noted the problem or alerted us to the dangers of a side vent without the proper clearance. As a result, the danger of carbon monoxide backing up into the basement was real. All of this was discovered when local techs assessed the need for proper venting. Since the contract states that all installations are up to code, we feel that DRF did not honor its contract and we are due rebate for the $1399.38 we spent for the water heater. We thought we hired professionals but instead we hired a company that was interested only in the sale of a water heater and not proper installation. We depended on their professionalism and were disappointed in the lack of professionalism and knowledge they delivered.

  

  Business response

  05/10/2022

  We're investigating this situation and will definitely find out what happened. Helping families and keeping them safe is why we're in business. We will be reaching out to this customer shortly to discuss how we can make sure not only that this is resolved but will never happen again.

*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. ↩