Complaints

• Initial Complaint

  10/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Monday 10/14/24 two technicians came and installed a 80 gal water heater. 7 hours later I had no hot water. I called and reported this. A plumber came out and discovered that the water lines were backwards and a heating element had been burnt up as a reslut of turning the water heater on before it was full of water. I had an element that was bought for the other water heater I had hoped to repair. I showed this to the plumber. He said it was perfect. He put it in the water heater. I had hot water. While talking to my husband he asked if the elements were the same size. I checked and discovered that the orginial is quite a bit longer than the one used to replace it. I am again concerned that this may cause further damage to a brand new water heater. Additionally the warranty will not cover repairs caused from improper installation. We paid for a brand new water heater and was offered $ ****** of reimbursement for the damage, whereas I was quoted $ ****** to replace an element with me having the parts already. We paid for a brand new water heater not one that has been damaged and voided the warranty. I contacted the office the via text to inquire about the difference in size of the heating element and my concerns for further damage as well as a posible hazard. And I was informed that the warranty is in full effect even though my paperwork says otherwise. I took a picture of it and sent it to them. As well as the difference in size of the elements. I requested that they replace the now damaged water heater with a new one because I spent $3200 to have a "brand new" water heater. They refused following up with asking me if it wanted them to **** me the warranty that I already have. I sent them my email address

  

  Business response

  10/22/2024

  Thank you for taking the time to express your concerns. We appreciate the opportunity to address the issues youve raised regarding your water heater installation and the related warranty.
  We want to clarify that when our technicians installed the new 80-gallon water heater on 10/14/24, we did not charge for the emergency service call or for the attempt to remove the old element. Additionally, the repair was made using your part, and we have already issued a $100 credit as you had on site.
  Regarding the warranty, we would like to assure you that the water heater is still under both labor and part warranties. It is important to note that in order for the warranty to be fully active, the unit must be registered, which is something that still needs to be completed on your end. Once registered, your warranty will remain in full effect as long as it follows the manufacturer's guidelines.
  As for your concern about the heating element size, while its true that a different element was used during the repair, it was verified by our technician as suitable for the unit, and the water heater is functioning properly. There is no evidence that the unit is damaged, nor is there any indication that the warranty would be void due to improper installation. The water heater, which was taken directly from the box, shows no signs of malfunction or defect.
  We understand your desire to ensure that your investment is fully protected, and we assure you that the unit is covered under the terms of the warranty, as long as it is registered as required. There is no basis for replacing the water heater, as there is no evidence of damage or hazard. The installation was completed according to industry standards, and the warranty remains intact.Please feel free to contact us if you would like assistance in registering the unit, or if you have any additional questions. We value your business and want to ensure you feel confident in the service provided and the warranty coverage.

   Attached is a copy of the letter already sent to her in the mail.  Verifying coverage. 

  Customer response

  10/22/2024

  Since my initial complaint I have had to have a technician come 3 more times. I contacted the manufacturer to verify the claims All Pro made about the warranty. They had a company come out and inspect the installation for free. There were 3 things found during this inspection that did not meet indiana code. A leak from a water line they replaced dripping ontop of water heater and running down the side, an electric supply NM connector to plate cover and a missing drip tube to the pressure relief value. I sent this report to All Pro. A technician came Monday morning 10/21/24 to address these issues.  I thought all would be well, until today. I ran a bath to discover it was **** warm. I checked the water heater and noticed that the water temp was all the way down. I turned it up and waited a couple of hours. Still no hot water. I wrote a review about the company because I was reluctant to call them again. Ironically All Pro responded to my review, asking if I would be available for a technician to come today. I am hostage to this company now as I can't afford to pay another company to fix their incompetence.  So a technician came again. Said it was all done again. He was gone 10 minutes and the breaker blew. He came back about an hour later to resolve the problem, stating the wiring was wrong. ??  He is the one that replaced the element as well as the very technician for the other service calls. I am at a loss for words. I feel bullied and traped. Even if they agreed to replace the water heater i am incredibly fearful they would break it too.  I feel the only thing now would just be a refund so I can hire a qualified company to install a new water heater and not have to ever deal with them again.

  

  Business response

  10/25/2024

  Thank you for providing us with the detailed update regarding the recent concerns with your water heater. We truly value your feedback, and I want to extend our apologies for the frustration and inconvenience you've experienced.
  After our recent discussions and a thorough review of the situation, we have agreed to your request to remove the water heater and issue a full refund. We understand that the repeated visits from our technicians and the ongoing concerns about the water heater's performance and installation have caused you considerable stress, and we are committed to resolving this matter to your satisfaction.
  We appreciate you bringing the manufacturer's inspection report to our attention, and we take these findings seriously. Our team addressed the three points noted in the report during the visit on 10/21/24, and it is disappointing to hear that subsequent issues arose despite these corrections. We strive for high-quality service and adherence to all codes and standards, and we are currently reviewing our internal processes to ensure these kinds of issues are prevented in the future.
  I understand that you may feel hesitant about further work being conducted by our team. We respect your decision and want to ensure that you feel comfortable with the final resolution. Our goal is to make this process as seamless as possible for you.
  Our team will reach out to you shortly to coordinate the removal of the water heater and to process your refund. Should you have any preferences for the timing of the removal, please do not hesitate to let us know.
  We regret that our service did not meet your expectations, and we hope that resolving this matter will bring you some peace of mind. If there is anything else we can assist you with or if you have any further questions, please feel free to contact us.
  Thank you again for your patience and for giving us the opportunity to address your concerns.

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