ComplaintsforBradford White Corporation

• Initial Complaint

  06/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was provided with a Bradford white water heater (model number ********) in January of 2023. By April of 2023, the water heater was leaking and filled up the pan underneath the water heater. I was able to get a new water heater from Bradford white because the water heater was under warranty. I had a plumber install the water heater at the end of April 2023 same model number. It is now Jun 3rd, 2023 and the replacement water heater I received is now having the same problem as the last water heater. I do not have any hot water and the bottom pan underneath the water heater is filled with water. This is a brand new water heater and I have now had the same issue twice within 6 months. I should not be having to replace this water heater again. Now I have to get ANOTHER water heater and pay ANOTHER labor fee for something that should have never happened. I don't know why Bradford white is selling water heaters that are faulty and leak within a month of buying. It seems like model number ******** should be recalled if it has not already. The Bradford white costumer service was no help either. They told me I need to call my plumber who then needs to call tech support. Just a complete waste of money and should have never happened. I should be provided with a different model water heater because this is going to keep happening as it seems that model is faulty.

  Customer response

  07/17/2023

  I never received a response from Bradford White about my complaint. 

  

  Business response

  07/18/2023

  We have reached out to the consumer and have requested some additional information. 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company Bradford and white sold me a water heater and thermostat controller unit. The controller unit failed within six months of operation. It continued to shut down and having to be reset to more and more often, until it started happening three or four times a day. I called the plumber who installed it, and documented more than 6 instances where it would shut down. finally the plumber called Bradford but he explained that the part is under warranty but I will have to pay labor. I paid for a functioning part on October 2022 Bradford white is supplying customers bad parts, and potentially causing customers to have to live with these defective parts and costly repairs. They claim no responsibility other than providing potentially more defective parts. I have had to endure having to reset this water heater over and over again, getting a repair guy out here more than once and now having to pay for replacement. This is a terrible policy, I will not recommend anyone buy from this company. Place a full warranty on all parts to include labor and take ownership on the quality of your product and all piece parts. If you don't, you'll find that you'll soon be out of business. I plan on writing this review on multiple websites. Fix your warranty policy and return my repair dollars.

  

  Business response

  07/18/2023

  We reached out to ******* and requested some additional information/documentation. 

  Thank you,
  
  ******************************************
  Manager of Legal & Business Affairs

• Initial Complaint

  04/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I built a home in Feb/2019, where a Bradford White water heater was installed (serial No ***********. On March 31, 2023, this water heater (thats 4 years old) failed and flooded my basement. I paid $500 in equipment from ********** to remove the water & dry the affected rooms. I received a replacement water heater (Serial No: *********** which did not work out of the box after being installed. I had to pay an additional diagnostic fee of $181.62 to have a tech call Bradford Whites technical support and fix the water heater. The company I used (**********************************) to have the water fixed is from Bradford Whites own recommended contractors. I have called & emailed them (***************************** -Team Leader - Consumer Service) but they refuse to do anything about the extra costs associated with their failed equipment. They can call them themselves and verify what's needed. They only cover the replacement, but not the extra costs which is substantial. In summary, TWO Bradford White water heaters have failed (one within 4 years, and 1 brand new), and they can't cover at least the diagnostic cost of the brand new one. I am requesting they refund me the diagnostic fee of the new water heater ($181.62), and the cost to dry my flooded basement ($500).

  

  Business response

  05/22/2023

  Weve reached an agreed upon resolution with the consumer.

  Customer response

  05/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business via email in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had three Bradford White water heaters leak within the 6 year warranty period. The first one (purchase date not known) was replaced on 11/21/16. This 2016 unit leaked in less than 3 years and was replaced, under warranty (excluding installation costs), with another unit (Model *******-*****, Serial Number: ************* on 4/15/2019. This 2019 unit started leaking badly on 4/4/23 (less than 4 years) and now needs to be replaced. Bradford White water heaters are advertised as having a 6-year warranty and I expect a defective product to be replaced within that 6-year period. Bradford White says my 2019 heater is OUT OF WARRANTY because they have an "exchange of product warranty" that calculates a REPLACEMENT unit's warranty period based on the warranty period of the failed water heater that was replaced. In other words, even though the water heater was installed in 2019, the warranty period on that unit was calculated from 2016--the purchase date of the first water heater that failed. I spent time on the phone with Bradford White technical department and warranty department on 4/5/23. Technical experts could not explain the repeated failures and the warranty department was unwilling to recognize a 6-year warranty from the 2019 installation date although they offered to extend the 6-year warranty to 8 years if I paid full price for a replacement water heater. I should note that all three water heaters were professionally installed by a licensed plumber who is unable to find an external reason for the premature failure of these water heaters. As a consumer, I expect an advertised 6-year warranty to mean just that--that a product is covered for 6 years from purchase.

  

  Business response

  06/26/2023

  Weve reached an agreed upon resolution 

  Customer response

  07/19/2023

  The company contacted me and reimbursed me for the entire cost of replacing my water heater.
  
  Thanks
  
  ***** *****

• Initial Complaint

  04/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Had my 10 yr old BW water heater replaced with similar model on Jan 27 2023. The new heater makes excessive noise and it's not suitable for a condominium. The motor noise can be heard throughout the condo (even with bedroom doors closed). Have been communicating with BW since installation with no action. I would like a replacement (of any type) with noise level not more than 50 decibals. The current heater was measured at 70 decibals. Not acceptable for a condo. Many visits by plumbers to assess the problem. Again, no action has been taken to remedy this situation. Asking for a full refund or replacement tank (50 dbs or less).

  Customer response

  05/23/2023

  See Attachment. 

  

  Business response

  06/26/2023

  Weve reached an agreed upon resolution

  Customer response

  07/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  03/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May of 2022 my previous hot water heater went out and needed to be replaced. My home warranty company had a plumber come out and a Bradford White water heater was installed. In February of 2023, I found my bedroom soaked with water. The same plumber came out and found that my water heater had gone out. Water had leaked through the closet in my garage, down the wall of my closet, laundry room, bedroom and kitchen. This plumber called for a replacement water heater and my home warranty company said that it had to be replaced with another Bradford White unit. There were none in the state and I waited a week before one was able to arrive. When it arrived it was damaged. My plumber was able to convince my home warranty company to allow them to install a different brand. Another plumbing company came out to inspect the damage and be sure that the damage was caused by the water heater and not a slab leak. They found that it was from the water heater. In the time waiting for this inspection, myself (a single mother) and my 4 children and 2 cats had to move out of our house for a week. Bradford White is accepting no responsibility for the damage that their faulty product caused to my house, nor the cost of my insurance deductible for the claim for the damage. If you have any choice in the matter buy a different brand!

  

  Business response

  03/28/2023

  Please provide the serial number of the water heater and any invoices/receipts that you have. 

• Initial Complaint

  01/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leaky defective tanks in question for reimbursement: Model ********** Serial ********** Model ********** Serial ********** After repeatedly summiting warranty claims and having to follow up with unanswered email correspondences Bradford White refuses to replace two defective leaky 40 gal tanks. My residence has the following: ************-Whole house main supply water filter ****** Clean and Protect/Rust Defense salt pellets used in ****** water softener prior to water heater inlet. *******-Water heater protection filter heater supply line *****-Portable water expansion tank Both tanks drained once a year 5 gals drained monthly from tanks Temperature set on lower heat setting ******* City water Only two people living in residence City of ********, Illinois  water department water assessment of my residence: Total Hardness (as CaCC03) 1.5gpg or 25 ppm (hot side water sampling) using ******** water quality test strips for total hardness. Water pressure recorded at 65psi using a standard water pressure gauge. ************ water officials say its a water tank issue and not the water in my residence. No other reports of repeated tank replacements in my residential area consuming *******, ** municipal City water supply. Conclusion: After years of repeated premature Bradford water heater failures in my residence one would think someone from the company would get involved with homeowners working together to resolve ongoing issue. This is not the case. Bradford customer service and their associated lab failed to work with me to resolve 18 years worth of faulty water heaters. Please refund the following for two faulty tanks:$1,489.54 x 2 units = $2,979.08 Price above based on WM. **************** Co. ship ticket provided.

  Customer response

  02/21/2023

  Hello,

  I have not been notified by Bradford White to date.

  Sincerely, 

  **********************;

  

  Business response

  04/21/2023

  we finally reached an agreement with the consumer. Payment will be sent to him next week. 

   Thank you, **********;

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  well I replaced my electric hot water heater. it worked for a few months then it started a fire on the front of the hot water heater. I had a plumber come out and help me he said its under warranty so he put another Bradford white hot water heater in.second time I paid a plumber for my hot water heater made by Bradford white. well I had my home redone everything redone, I loved it. well I was in hospital and my son called me and said the house is flooded out. I was so so upset and he called a plumber and a mold guy. well they ripped out all the flooring on the first floor and the baseboards and trim and treated my house for mold and had big fans running for 4 to 5 days . no water until the plumber replaced the Bradford white hot water heater. so in a year and a half I had 3 Bradford white hot water heaters put in my home. yes warranty covers the hot water heater but I had to pay plumber again and all the loss. this really upset me I called my township and the township sent a guy out and he checked everything out. plumbers work was good he said its the hot water heater. Defective Bradford white hot water heater. this is the third time I heard that Bradford whites hot water heater is defective. this costs me a lot of money and I can't believe this could happen three times.... why would they sell defective hot water heaters and not tell customers. I need someone to answer my questions and all the money I am out. please help me.thank you,***********************

  

  Business response

  03/03/2023

  We have been in contact. Weve requested additional information from the consumer and were waiting to hear back.
  
   

  Customer response

  03/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

   

  to whom it my concern,

   I called and talked to the company and I am sending them all the receipts and all the information I have.

  the woman I talked to twice. she seems very nice and hopefully  works with me. I am waiting on one plumbers receipts then I'll have all the paperwork. I am out around ******. three hot water heater . first one I called an electrician not knowing it was my hot water heater that was on fire. I was a nightmare. Hopefully it will be taken care of and be behind me.

  thank you,

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

  
  

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  RE: Defective Water Heater, Model #*************, Serial #********** Attached is the necessary documentation and costs from my plumber regarding a water heater that was installed in one of my apartments on 10/22/2020. This water heater has never worked properly and is still not functioning as warrantied despite constant contact between my plumber and Bradford White Technical Support. It recently came to my attention (9/22/22) that the initial issue was known to Bradford White; rather than recall the defective units, Bradford White continued to sell them throughout the country! My plumber and I were misled that the unit was salvageable by the suggested ongoing repairs. I have paid thousands of dollars and my plumber and I spent incalculable time and effort trying to resolve the issues with this unit. I currently have, and over the years, had a number of Bradford White water heaters in my properties that are close to 10 years old and are operating without the issues that this unit has had from the beginning.The unit is still under its original warranty and I purchased an extended warranty, as well. The water heater has never performed as promised. Bradford White has breached the warranty and I am entitled to compensation. I expect Bradford White to fully compensate me for the cost of this water heater, its installation, plumber time and costs and ongoing unsuccessful authorized repairs. I also expect a new replacement water heater from a series that is proven to be without issues and with it a new replacement extended warranty to cover it in the event the unit fails. Attached are the costs to date in the amount of $3119.00 not including the cost of a new extended warranty. *Not included in this figure is: my time away from work, time to resolve the situation and my emotional distress due to this ongoing situation. 10/24/22-Demand letter and documentation sent to Bradford White. Acknowledgement of Receipt received 11/11/22.

  Customer response

  12/22/2022

  I did have preliminary discussions with *****************, Senior Technician. These preliminary discussions were altered and followed up by *****************************, Customer Service. I informed them that I received an anonymous Dropbox file which I did not open. I emailed both ************ and ******************** asking if they sent the email. I also informed them, that I hesitated to respond to them until I received a response from BBB. I haven't heard anything from them regarding completing the settlement since my request. 

  

  Business response

  12/27/2022

  We have reached an agreement with the consumer. Our file is now closed. 

  Customer response

  01/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I never accepted nor signed an agreement. We were still in discussions and emailed the Senior Tech and Customer Service Representative as much. I said I contacted Better Business Bureau BBBB] and informed BBB we were in discussion.   I submitted a counter offer requesting in writing what the Senior Tech offered: "Call me directly at anytime for a part so that you are not charged by plumbers to fill out the paperwork to acquire a part under warranty". This was declined by the Customer Service representative. I did not accept this answer after it was promised. Furthermore, I requested that if the water heater failed, I would be compensated in full for a new water heater so that I could purchase from another manufacturer. This too was declined by the Customer Service Representative. I was sent an anonymous Drop Box "Final Agreement" file. I emailed Bradford White's  customer service representative and Senior Tech informing them I received this mysterious email, I did not have nor use Drop Box, did not open the file and asked if this was sent from Bradford White.  I did not receive a response from Bradford White. 
  
  Before we proceed with any negotiations, I want Bradford White to fully disclosure as to how many complaints have been filed and the reasons for the complaints on the water heater model they offered as replacement. 
  
  Regards,
  
  *******************************

  

  Business response

  03/03/2023

  We reimbursed her for a labor/service charge that she incurred. We paid her contractor for another service visit. We are still willing to provide a replacement tank, this can be coordinated when she contacts Bradford White (we provided her with the contact information of the appropriate person).

  Customer response

  03/22/2023

   Bradford White's  response is inaccurate. They were to reimburse me, reimburse my plumber [ I had to call Bradford White for confirmation]. They were also to PROVIDE ME A REPLACEMENT WATER HEATER,  PAY THE PLUBMER FOR ALL COSTS  FOR THE INSTALLATION,   AND PROVIDE ME ANOTHER EXTENDED WARRANTY. They did not mention the last two agreements. I have this in writing. HOW DO I PROCEED? 

  
  

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

  

  Business response

  03/28/2023

  This one has been ongoing for quite a while, it’s been challenging at times. This is the most recent message from ******** from the BBB Website.
  
  “MESSAGE:
  
   Bradford White's  response is inaccurate. They were to reimburse me, reimburse my plumber [ I had to call Bradford White for confirmation]. They were also to PROVIDE ME A REPLACEMENT WATER HEATER,  PAY THE PLUBMER FOR ALL COSTS  FOR THE INSTALLATION,   AND PROVIDE ME ANOTHER EXTENDED WARRANTY. They did not mention the last two agreements. I have this in writing. HOW DO I PROCEED? 
  
  ******** *********”
  
  Note – We did reimburse her the amount she requested. We also reimbursed her plumber. She has also been in contact with our support team about getting a replacement tank (we will pay her plumber for the services that he provides).
  
  As we mentioned before, we have reached a mutually agreeable resolution to this matter.
  
  Let me know if you have any questions.
  
  Thanks,
  
  *****

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a hot water heater in my house *********************************** in Venice Florida made by Bradford White installed when the house was built in 2017. The equipment had a 6 year warranty. The equipment failed after five years (2022) and was replaced with a new water heater. in September 2022. I was advised that the new equipment only had 1 year left on its warranty even though the replacement equipment was brand new and would have a 6 year warranty if it were purchased outright. I spoke to the warranty department who advised me this was their policy. I feel I should be entitled to a new 6 year warranty.

  

  Business response

  10/31/2022

  Our warranty policy specifically states that a replacement product carries the balance of the original warranty. We must respectfully deny the request. 

*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. ↩