Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 549.00 heater from United RV for my RV. After installation tank started leaking. There was a crack and a rep/tech from Suburban came out, verified my damage information and charged me 150.00. I still have to rehire the gentleman to repeat the entire process I've paid for already. I'm referring to the cracked heater coming out and him installing another new one. It seems Suburban only covers the cost of the equipment, 549.00. That leaves 400.00 as I would have had to pay for the initial install. I'll be out of hot water for 8 days. I'm 72 and was told by involved parties that the other would have to cover it. Suburban sent a copy afterwards stating they only cover the cost of the appliance. Thanks **** ******* ************

  Business Response

  Date: 04/08/2024

  Mr. *******

  Please accept our sincere apologies for the inconvenience you may have experienced in respect to your Suburban appliance and any misunderstanding of the Suburban Limited Warranty coverage.  Our Suburban warranty department was contacted last week by phone from "****** ** *********" regarding your water heater (serial # **********) reporting a tank leak.  At that time, a warranty claim (Warranty Order # ******) was completed.  Suburban will be providing ****** ** ********* a no-charge replacement water heater and have authorized them the flat rate labor time of 1.30 hrs. (Suburban's flat rate schedule attached).  The Suburban's water heater limited warranty policy (also attached to this response and is included with every unit, 10th page of the Installation/Owner's Manual) makes it clear that "travel expenses of the Service Center to your location is the responsibility of the owner/user" (4th paragraph) therefore "trip charges" or "service calls" are not covered by Suburban warranty.  

   

   

   

• Initial Complaint

  Date:12/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* waterheater in our new RV failed due to very poor welds causing flooding in same. As we were on the road, we dealt with ** ******* who we had bought it from and they were 200 yards away. They set us up with mobile repair. In two days we were all fixed up. ** ******* helped me file a claim. Claim number *****. Even though I paid $1,359.91 they were only going to pay $1,135.19. I never got check! After numerous calls to a ******** @ labor claims and emails I sent her all paperwork. She kept saying check was in the mail! This started 11/2/23. In the first week of December she said they were only going to pay $700.37 and the check was in the mail???? Called again on 12/14, she said she would check and call me back. That never happened! On12/15 called her again. She said she’s done all that she could?? Numerous calls trying to reach a manager. Leaving voicemail to no avail. Called ** ******* manager and got email address for manager @airxcel. Sent email there to no avail! What happened to AMERICA? **** is the name of ** ******* manager at ************. He personally saw the very poor welds that failed. I have paperwork and photos

  Business Response

  Date: 12/20/2023

  Good morning.

  Suburban's warranty policy is that all work must be completed via a service center or dealer for full reimbursement. We pay the service center and send any parts they need for the repair. In this case, we did handle it via the service center, and I have attached the payment we sent them. I have also attached our warranty policy information. 

  However, we are trying to go above the normal for Mr. *********. I have attached the documents that I myself will be getting processed with accounting. 

  Since this process has started with Mr. *********, we have been through a shut down for inventory and a maintenance on our computer systems. We are getting this check processed as quickly as possible. I will reach out to Mr. ********* with a check number when we have one tomorrow. Our accounting department only writes checks once a week, on Thursdays. We do apologize for the miscommunication from ********, and we are updating our process in our department to resolve issues as we find them.

  Customer Answer

  Date: 12/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: I paid $1,359.91 to repair the defective water heater! We had a flooded New RV. We had to pay for a couple more nights for our RV site. When the warranty paperwork was filled out it only listed a payment of $1,135.19 was allowed. After being told the check was in the mail numerous times and filing this complaint. I was contacted by an assistant manager saying the check was going in the mail. For the amount of $700.17!? When asked why that amount they said that they have paid out over $1,700 on this claim? When asked who else they paid and why. They said they paid ** *******. Which I believe is a lie! Why pay any one else? This is not Customer service! Other people should be made of this low ball ,UN-American practice 
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/02/2024

  Please review the attached claims and warranty policy. 

  Suburban provided a no-charge replacement water heater directly to the Service Center on 10-30-2023 on Warranty ID # ***** and authorized them the flat rate labor time.  Even though the Suburban warranty procedure was not followed per the attached policy, Suburban also made an exception and completed a goodwill check payment in the amount of $700.37 directly to the Mr. ********* which he was made aware of by Mrs. ******* ***** (Assistant Customer Service Supervisor) by phone which he stated he appreciated.  Suburban has gone above and beyond on this matter even disregarding our own warranty policy.

  Customer Answer

  Date: 01/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have never received the check!!! Even though it was only about half of my cost!!!! Maybe ***** ****** should use a better built water heater from a company that has customer service! Once again, I paid $1,359.92 , the warranty claim form filed was for $1,135.19! Then they said they mailed check for $700.37?? Because they had paid out over $1,700 on this claim?? All lies and un-American! Maybe we should drag ** ******* and ***** ****** into the MUD!  I have never received any check 
  Sincerely,
  
  ****** *********

  Business Response

  Date: 01/08/2024

  I have scanned and attached a copy of the check issued to you (Check # ******).  It was authorized, signed and mailed on 12-21-2023.  Due to the holiday **** may be experiencing delays in delivering.  We have verified other check around your number (example check # ****** and ******) have not yet been received either.  If you do not receive by the end of this week, please feel free to call Suburban Mfg. directly at ************* ask to speak to *** ****** and she'll be more than happy to cancel this check and re-issue you another one.

• Initial Complaint

  Date:06/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2021, I purchased an IW60 hot water heater which never worked. Suburban customer service referred me to their list of certified repair services, none of which can be reached to schedule a repair. I would like Suburban to schedule the repair themselves or accept a refund. I paid $628 for the heater.

  Business Response

  Date: 06/23/2022

  Please accept our sincere apologies for the inconvenience you have experienced in respect to your Suburban IW60.  Suburban maintains a 2-year (24 month) warranty on all water heaters and as you’ve indicated in your letter your purchase date was April of 2021 (14 months ago), therefore still within the warranty period.

  Should you ever require warranty service please contact your local RV dealer-service center or qualified gas service technician.  Once properly diagnosed, they will contact the Suburban Warranty Department directly by calling ************ ****** *.  Suburban warranty will provide any replacement parts needed and authorize the flat rate labor time (diagnose and replace).  Suburban will glad to work with ANY RV service centers even if they are not listed on the Airxcel’ s website.  All Suburban warranty must be done through an RV service center. 

  Sincerely,

  Kris S*******