Complaintsfor1 800 Heaters, Inc.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a hot water heater through Lowes in Toms River. The work was sub-contracted to 1-800-Heaters. On December 1st, a technician came to install the hot water heater at 10:11am. All times are based on footage from our Ring doorbell. The installer left at 12:20pm. My wife left immediately after, leaving the house vacant. Prior to her leaving, she sent me a picture of the heater installed. Upon her arrival home, she noticed that there was a dent in the side of the heater. When we looked closely at the picture she sent, we noticed the dent. It wasn't originally noticeable because the manual was conveniently taped over the dent. Once it warmed, I assumed the manual feel to the floor, making the dent obvious. I called Lowes and was told to contact the installer. I did, and was told that it 1) shouldn't be an issue that its just a dent on the cover and 2) they aren't replacing it. I explained that I paid and wanted a new heater, and not one that was damaged. Additional calls to Lowes and the manufacturer all pointed me back to the installer. Return calls to the installer got nowhere other than offer of $250 as compensation.

  Business response

  02/22/2024

  We disagree with the customers position, and the water heater was inspected and approved by the homeowner prior to our departure.
  

  A monetary compensation was offered to the customer as a courtesy, but not as acceptance of any wrongdoing or fault.

  Customer declined.

  We will be calling the customer to schedule a free replacement with no monetary compensation.

  Customer response

  03/04/2024

  [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

  06/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company is attempting to charge me $1702 to install a hot water heater at a house I own in ********** ******* is located in *** ******* Company refuses to provide an itemized bill. Charges of $669 for the water heater, purchased from ***** in **** ******** and $50 for miscellaneous plumbing parts are clearly indicated on the latest invoice. There is a general charge of $1033 for generally specified tasks but no detailed prices are cited. My analysis, detailed in a letter to the company (copy attached) estimates total charges closer to $1200, a somewhat rough estimate being that I do not have their figures since there is no itemized bill. I have complained to the company in the hopes of getting a revised bill reflecting actual costs. This bill was charged to my ******** credit card and is currently in dispute. Copies of my letter to the company and the latest “itemized” bill are enclosed.

  Business response

  08/16/2023

   

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

  
  

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

  “The business responded to this complaint but asked that its response not be published.”

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/23/22 I contacted ********** for a same day indirect water heater replacement. ********** outsources this activity to 1 800 Heaters **** A plumber and his assistant arrived as planned on 11/23/22 and where able to remove the failed water heater and replace with the new one. After several hours attempting to hook everything up and have the boiler working to service the hot water heater, they were relatively unsuccessful. I made several unsuccessful calls to their ***** number. I eventually sent a text message directly to the first plumber (***************************) on 11/24/2022 @ appx 12:13am as I had no hot water and no heat. I did receive a response and he stated, "This is my fault for not bleeding the unit enough". On 11/25/2022 someone new arrived, unfortunately I didn't get the name. Still not resolved. 11/26 hot water was pouring out of the new water heater. Called spoke with multiple people. Blamed the issue on my furnace. I had an independent plumber review the water pressure and furnace and there were no issues found. The thermostat on the water heater was turned up to scalding. I had to manually bleed the water heater to get the over flow to stop. On 01/12/2023 @ 4:45pm - once again the hot water is pouring out of the overflow valve. I called yet again to ***** Heaters **** they did send yet a third plumber, *****************************. He reviewed the installation and determined the the initial install had the wrong pressure release valve installed. He placed this. The water tank still has minor leaking where the connections do not appear to have been properly sealed. On 02/19/2023 @ 7:16pm I received a phone call from *****************************, stating the town needs to perform an inspection on this installation and he needs to be present. He then informed me, that I need to pay an additional $300.00. I am beyond frustrated with this company, I've already spent over $3,000 for this and there are still problems. I should receive the inspection at $0 and some refund.

  Business response

  02/20/2023

  We spoke with the customer. This was a miscommunication. The customer is not responsible to pay for any additional fees. She is satisfied with the resolution, and we are facilitating the inspection.

  Customer response

  02/21/2023

  [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 in relation to the additional $300.00 fee that was told to me to perform the inspection.

  I additionally mentioned to the manager that there were still some leakage issues where new connections were made and he assured me these would be taken care of.

   

  
  
  Regards,
  
  ***********************

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 18, 2022, I purchased a Ductless System with installation from Lowes, and to date, the service has yet to be rendered. I have exhausted every effort possible in an attempt to remedy this situation. Specifically, from the purchase date, I have emails that show that the delivery and installation were scheduled for May 2022. It was canceled and rescheduled for June 13, 2022. I received confirmation from ***********************, on behalf of ************************ and *************************** from Installation Made Easy that services would be rendered on the said date, and it was not. The second date that was given was October 11, 2022, and services were not rendered on that day either. By December of 2022, I 800 Heaters **** had been contracted, and they came on December 5, 2022, and provided a quote that was $4,500 more than the original price. ***** agreed to pay for the additional cost. The services have yet to be rendered, and no resolution has been offered.

  Business response

  02/28/2023

  This Customer placed an order for installation with a different company and paid them a deposit.

  We never received any deposit and we are not the original contractors. ***** contacted us only recently to provide a new estimate and assist. We have provided our free estimate only.
  

  we advise the customer to contact Lowes or the original contractor they paid.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In February 2022 we had a new hot water heater installed by ***** Heaters. On April 1 I went into the basement and the water heater had leaked causing about $4500 in damage. I reached out to the installation company, they sent a plumber here, and it was deemed that a faulty pressure valve caused the leak. I was told to reach out to the manufacturer of the hot water company. I reached out to Rheem and put in a claim and Rheem told me that pressure valve is manufactured by a third-party. I have put a claim in to that third-party but have not heard back. Its been about five days. I was also told by **** that an installer should be able to detect a faulty valve. I reached back out to the installation company asking to speak to a manager or the owner and although I have asked multiple times I was never put in touch with anyone of authority. I had also asked a few times for the installation company to do the right thing and reimburse our credit card for the total cost of the hot water heater and installation. Keep in mind this amounts to less than $3000 which does not cover the total amount of damage. The installation company then sent another plumber to the house to test the water heater and new pressure valve in an attempt to re-create the issue but they were unable to and thus proclaimed that it was a faulty valve and not their problem. In speaking with an attorney they recommended we file a formal letter to the installation company to let them know that we were willing to proceed if need be. I sent an email to my only contact at the hot water company letting them know that if they did not refund us that sending a formal letter is something we would consider. We have yet to send a formal letter and are hoping that the BBB help us receive a refund from the installation company for the initial cost (about $2700).

  Business response

  03/30/2023

   

  I spoke with the owner of the company to review this, and we investigated multiple avenues to see if there was any wrongdoing on our part.

  
  

  This was a product malfunction, and we did not manufacture this product. Our assessment was correct and the customer was absolutely correct in contacting the manufacturer for resolution.

  
  

  We cannot be held responsible if the manufacturer is failing to reimburse the homeowner or not addressing their concerns.

  
  

  This is not installation related and we are denying responsibility for this claim.
  
  

  *******

  1 800 HEATERS INC

  Customer response

  03/31/2023

  
  Complaint: 17189753
  
  I am rejecting this response because: There was evidence on part that was defective of installation malpractice. There were scratches and marks showing that the installer forced installation.
  
  
  
  Regards,
  
  *******************

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid $1500 in February of 2021 for a new water heater and installation. The water heater is not working. When we called 800 heaters they told us that we would have to call the manufacturer and if they sent the part they would do the work. I paid 800 heaters for everything. It is their responsibility to get the part and fix the heater.

  Business response

  04/29/2022

  The customer is incorrect.  The warranty is through the manufacturer.  Our instruction was proper.

  We have left voicemails to schedule free site inspection and address the problem and we will facilitate the communication with the manufacturer.

   

  Thank you

  1 800 HEATERS INC. 

*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. ↩