ComplaintsforOne Hour Heating and Air Conditioning

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/5/2022 I asked for a plumber to troubleshoot a natural gas water heater burner lighting issue. The water heater was only 3 months old and still covered by warranty. The pilot light had gone out and would not relight. Modern Mechanical charger $179 fee just for the visit. This is what I received for my $179: 1. Complimentary water pressure test (not sure what this has to do with gas burner/pilot lighting issues) 2. I was told (not written up in invoice) that there two problems. a. The first problem was my Flammable Vapor Ignition Resistant (FVIR) had blown and I needed a new one. This was simply not true. Upon inspection I found it to be intact and functional. b. The second issue was I needed a new pilot light assembly. This was tru as the pilot light gas tube had separated from the burner unit. I was informed that this was the third ***** burner issue he had dealt with in the previous month and it wasn't worth fixing. Instead he recommended #3 below. 3. Recommendation that I have them install a different brand water heater for $3640 (parts and labor) Bear in mind had I just paid $2800 for a brand new commercial-grade Rheem four months prior. So clearly I was not keen on spending another $3640 and eating the cost of $2800 brand new water heater. Instead I called Rheem myself and received a brand new burner unit ($150 retail) and a new FVIR (even though I didn't actually need it) overnight via ***** and installed them myself. It took me 15 minutes to swap the parts and relight the gas heater. Back in business. I had the same problem happen again two months later. I discussed the issue with ***** technical support and they stated I needed a licensed plumber to troubleshoot--starting with a gas line pressure test followed by an exhaust pipe evaluation. I called the plumbing company and asked them to come out to perform the tests they should have performed during their visit and they refused. I now have to pay another company to troubleshoot.

  Business response

  02/28/2023

  Thank you for bringing your concerns to our attention.  As a *************************** dealer, we can't warranty a ***** heater that is homeowner installed.  We will refund your $179 travel and diagnostic fee this week as we have a 100% Customer Satisfaction guarantee.  

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