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Complaint Details
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Initial Complaint
08/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
6/25/2022 12:00:00 AM about Bradford White Corporation I’m so frustrated on a Bradford White water heater that I bought and had installed in 08/14/2018 not even 4 yrs old yet. Model#********. 40 gal . Came home to find out that on 06/22/2022 that the unit exploded from underneath all rusted. The water was rushing so hard that my whole finished basement got flooded out. Had to get homeowners involved. A remediation company had to come out rip out carpets, baseboards. Now warranty covered us for a New water heater. But insurance won’t cover the 500.00 cash to install new water heater, as a person on SSDI that’s a lot of money plus we are out 1000.00 for a deductible for something that should have not happened in the first place. My Wife and I have been so upset because you put your trust in a trusted brand only to be disappointed. I feel this extra expense should fall out on the manufacture of Bradford white water heater. Let’s not even talk about my homeowners rates are going to be impacted moving forward. We need help resolving these issues I can’t see how you wouldn’t want to help in every way to make things right. Add a comment I want to take it back
Business response
09/07/2022
We ask that the consumer provide us with a copy of the invoice for the replacement water heater. The serial number as well. Thank you.Customer response
09/16/2022
See AttachmentBusiness response
01/20/2023
Apologies for the oversight here. Were willing to reimburse the $664 for the ********* invoice.
Thank you,
******************************************
Manager of Legal & Consumer AffairsCustomer response
01/20/2023
[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,
*************************Customer response
02/21/2023
Refund check has not been received.Business response
03/03/2023
Our payment will be issued next week and sent to ****.Initial Complaint
02/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had a Bradford White 75 gallon hot water heater installed in 2018, our hot water started turning brown around 3 years ago while it was under warranty and they kept saying clean it out which we did (plumber) several times, then some said change anode rod, which we did and the problem persists. I just talked to a technician name **** at Bradford White trying to get a solution and he hung up on us.Business response
03/17/2022
We are requesting the serial number of the water heater and documentation that shows when it was installed. Thank you.Initial Complaint
02/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On or about March 2021 our Bradford and White water heater pilot light began failing. I activated my homeowners insurance and contractor ******* *** installed a new Gas Control Valve. Soon thereafter the pilot light continued to fail. In December 2021 ******* *** assessed the issue and replaced the entire unit with a Bradford and White retrofit gas control, pilot assembly and thermal fuse kit on December 7, 2021. I paid $584.20 for this repair as the home warranty had expired. Within 30 days the pilot light continued to fail. ******* *** made another site visit and coordinated with Bradford and White tech support which advised to check gas pressure, check voltage and clean manifold with compressed air. All of these recommended actions were completed by ******* ***. Within 14 days the pilot light continued to fail. On February 14, 2022, I contacted Bradford and White. They told me they have no liability regarding this issue as it lies with the contractor and wholesale distributors of their parts. Bradford White has offered no solution to the contractor nor reimbursement to the consumer, even though it is OEM Bradford and White parts that are defective and failing to perform. I am requesting a new water heater from Bradford White to be installed by a contractor of my choice.SERIAL NUMBER **********Business response
03/17/2022
The water heater is beyond warranty expiration. We respectfully deny the request for a replacement product.Initial Complaint
02/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Bradford White 75-gallon water heater in February 2020 from **** ******** Plumbing in New Jersey. They provided & installed the water heater on 2/20/20 for a price of $3,800. In February 2022, 2 weeks prior to being 2 years old, the water heater started leaking from the top. I was told that the water heater was faulty & needed to be replaced, **** ******** Plumbing told me that since the water heater was under warranty, they could get a replacement, but I would still have to pay for the labor. They were able to get a new unit from ******** Plumbing Supply in Turnersville N.J., but they would charge $75 dollars as some sort of restocking fee. I was charged $675 to put in the new unit, I am requesting all or partial reimbursement for the addition installation charges and restocking fees, that I incurred due to their faulty equipment.Business response
05/18/2022
We offered a resolution to the consumer on 5/9/2022. We're waiting to hear back if it was accepted.Customer response
05/31/2022
[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 received a call or an email with any resolution so I cannot accept the resolution at thias time because I do not know what it is.
Regards,
******* *****Initial Complaint
01/18/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I bought a new house from a builder. During the Christmas Holidays, our Hot water tank stopped working. Reg: Model # PDX275T8FBNH, Serial # ********** D/******. On Dec 28, 2021, I had a phone call with *******************************, who is working as a tech support for Bradford White company, who instructed me to change the ******************* Valve, Flammable Vapor Sensor. His instructions were totally wrong. I bought the required parts as per ************************ . A tech changed them. However, his instructions were wrong. The real problem was that there were snow in the intake pipe. It is an easy fix. In ******* we had a lot of snow and winds. I received an email from ******************************* at <**********************************************************> Citation: PART NUMBER ************ - THIS IS GAS VALVE NEEDED- DONT USE THE NUMBER I GAVE YOU OVER THE ****** ************ THIS IS THE ***** ASSEMBLY Since it puts out both codes 84 and 61 get both parts. Thank You *************************** Tech Support Bradford White Water Heaters ************************************************************** TEL: ********************** Email:********************************************************** I want to ask please for reimbursement as I trusted his diagnosis. The first invoice is $576.58 ******** dollars. The second invoice is $76.90 ******** Dollar. Please note I paid the technician too. Total is $653.48 ******** dollars. ThanksCustomer response
03/02/2022
I did not receive a response from ***************** White company.Business response
03/15/2022
Payment was mailed on March 8 from our ******** office. He should be receiving it this week. Thank you,
******************************************
Initial Complaint
01/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
As shown, my under warranty water heater stopped Working. As I went to inspect the water heater to find out why the pictures below will show you what I found. The master breaker did not trip so I immediately shut it off. As you can see my water heater thermostat and such caught fire in both the top and bottom units. This was a dry event so not caused by water leaking into the electrical. This was a very scary event as I feel and I may not be correct that my home couldve gone on fire. I do want to state that Bradford white customer service was easy and awesome to work with. After review of pictures they sent a plumber out to confirm that a new water heater was necessary. As the plumber confirmed it was and a new water heater is being installed today. My issue is this couldve been a serious event, as stated still under warranty, and I will be $800 out-of-pocket to have it installed. I feel that I should not have an out-of-pocket expense for something that should never have happened and if I am correct I do not see in the warranty that I as a customer pay the plumber to install. This is a lot of money and I do not feel I should be paying it allBusiness response
01/25/2022
We contacted the consumer and have reached an agreeable resolution to this matter.Customer response
01/25/2022
[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
01/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have attempted multiple times over the last week to get help from Bradford White to find a local plumber to replace our water heater that is still under warranty. I have been transferred to other people who were no help, and given the number of a sales representative, who gave me the number of the distributor, who gave me numbers of plumbers that are not willing to come to my area. When I called again to Bradford white, they gave me another group to call, who then could only give me the name of the distributor that I had already spoken with, who was no help. I have made a total of 10 calls over the last week to different contacts to get this sorted and no one has been willing to help me.Business response
01/25/2022
We extended an offer to the consumer on January 18th. We have not yet heard back.Initial Complaint
11/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bradford White knew they were selling faulty parts. This and their misinformation about substitute parts caused me to spend $1,359.60 on useless attempts to repair my water heater. I expect them to reimburse me for these expenses. My water heater stopped working in May, 2021. My plumber was told by the manufacturer to get two fans from Bradford White, the only distributor of manufacturer authorized parts. He ordered them with expedited shipping. The plumber installed the fans but they didn't work. In a phone call on that day, Bradford White (BW) told him the fans were faulty, all the fans they had in stock were faulty, and they had no replacements. I contacted BW about this and was told they would not get replacement fans for months. BW then said I should buy replacement fans on ******.com, and they sent me the link. So I bought them, two "********** ***** 120x120x38mm Cooling Fans". The plumber came again but the fans weren't made for our water heater so he couldn't install them. Bradford White had not checked the fans - the plumber was the one who found out they were useless. Since the plumber had installed the first parts he had been sold by Bradford White and returned to try again with the Bradford White recommended replacement parts, he insisted on being reimbursed for his work. Based on our phone conversations, it was clear Bradford White knew that every one of the fans they had in stock was faulty before my fans were even ordered from them. But Bradford White did not stop filling orders for the fans. Bradford White did not tell their distributors to recall the fans. Then Bradford White did not bother to vet the "replacement" fans from ****** to see if they fit my model water heater before they told me to buy them and have my plumber come to install them.BW has only offered to pay for the fans and a single service call. This has dragged on for months. I expect to be fully reimbursed.Business response
11/18/2021
We spoke with the consumer and have reached an agreed upon resolution to this matter.Customer response
12/27/2021
Re: Update on Complaint ID ********; Bradford White Corporation
Dear *** *****:
In response to your message of Dec. 10, 2021, Bradford White did not make good on their agreement of Nov. 19, 2021 with me. We agreed on repairs and payment in full for the expenses I incurred. They have reduced the amount of their offer and are not following through on the repairs.
On Dec. 10 our plumber came to install replacement fans sent to him by Bradford White. The fans did not work. My husband spoke with the Bradford White service department and Krista at customer service. Krista said the plumber had misdiagnosed the problem so it was not Bradford White's responsibility. She said Bradford White would make a "goodwill gesture" for less money plus send me a circuit board at no cost which would fix the problem. Krista said I am responsible for the cost of installing the circuit board.
Krista has misrepresented the facts. When my water heater failed in May the LED screen on the water heater gave the error code ** and said to call the Bradford White service line to find out what to do. The Bradford White service representative told our plumber the code meant there was a problem with the fans and to replace them. My husband and I have had at least two other conversations with Bradford White service representatives since then, the last on Dec. 17 after Krista said our plumber misdiagnosed the problem. They have always diagnosed it as a fan failure and always made the same recommendation for repair.
If there was a misdiagnosis of the failure of my water heater, the misdiagnosis came from Bradford White.
After I spoke with the Bradford White service representative on Dec. 17 and received the same diagnosis as always, I had another conversation with Krista and another representative, Jayda. They said what they have said before and refuse to acknowledge the facts I have presented to them.
I expect Bradford White to pay for the completion of the repairs to my water heater as well as reimburse me for all expenses I have incurred per the invoices on record with the BBB.****** *******
Business response
01/27/2022
*** ******** was reimbursed approximately $750. Are you able to inquire with him how much more he was looking for? FYI - His water heater is 2 years out of warranty.
Thank you,
Chris
Christopher *. M*******
Manager of Legal and Consumer Affairs
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Get a QuoteCustomer Complaints Summary
25 total complaints in the last 3 years.
5 complaints closed in the last 12 months.