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Complaint Details
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Initial Complaint
06/23/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On July 5, 2022, ****** ** ****** owner of Ed’s Plumbing in Louisville, Kentucky, installed a new Rheem water heater (model number ********** ****, serial number *********** in my home. The cost was $1,175 and the unit came with a six-year warranty. On June 14, 2023, the water heater was not producing hot water. I called *** ***** and reported that it was not working. *** ***** came to my home on June 15, 2023, to examine the water heater and said it needed a new gas control valve. I contacted Rheem and they overnighted one. The Rheem person also said the thermal release device (TRD) needed to be checked and emailed me instructions for doing so. *** ***** came to my home again on June 16, 2023, to install the new gas control valve, but the water heater still would not work. *** ***** then stated that the water heater needed a new burner assembly and said I should call Rheem and have them send one, which he would then install. *** ***** also said my unit did not have a TRD. I contacted Rheem on June 17, 2023, and was told that they would not send a replacement burner assembly without first speaking with the plumber. On June 20, 2023, I told *** ***** that Rheem needed to speak to him before sending a replacement burner assembly. *** ***** did not agree to talk with them. *** ***** said I should call Rheem back and try again to have them send a burner assembly. I again called Rheem. I spoke with an escalated customer care supervisor (********** who said it does have a TRD and that it needs to be checked before considering the burner. I immediately called *** ***** and told him what Rheem had said. *** ***** agreed to check the TRD and said he would come sometime the next day, June 21, 2023. However, *** ***** never came, never called, never answered my calls, and never responded to messages. On June 22, 2023, my calls go immediately to voicemail and *** ***** has not responded to messages.Business response
08/10/2023
The company states that it performed all of it's work to industry standards. Any delays the customer experienced in getting his hot water heater fixed were due to the part supplier.Customer response
08/10/2023
Complaint: ********
I am rejecting this response because: There was no issue with the part supplier. *** ***** was incorrect in stating that the water heater needed a new burner assembly. *** ***** was also incorrect in stating that the water heater did not have a thermal release device (TRD). In fact, as the manufacturer suspected, the TRD was the problem. After more than a week without hot water, and with no response from *** *****, I engaged a different plumber who replaced the TRD at a cost of $189. The water heater has operated properly since then.
Sincerely,
****** *******
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.