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American Water Heaters Appliances
American Water Heaters is a leading manufacturer of high quality water heater products with manufacturing, research and development and corporate offices located in Johnson City, TN. American offers a comprehensive line of residential and commercial water heaters.
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This unit has been repaired several times and it only lasts a few years/months. The burner assembly failed, all replaced, thermocouple went out twice more, gas valve assembly ($198) and now the unit has failed and traced back to a faulty thermo switch. My biggest complaint - No help or correct advice was given in the manual or help desk in how to test for this problem. They just kept saying to buy a new water heater. The replacement switch requires replacing the entire door assembly - ($180). 20/20 hind sight I should have replaced it at the first sign of trouble or better yet, bought a quality unit to begin with.
My hot water heater was installed approx 4 years ago. A year ago I have been having problems with the module not allowing me to change the temperature of the heat, as well as the unit itself would not properly stay on when it attempted to heat the water. Then to top it all off every time I had a plumber come and attempt to fix the problem, once the hot water heater began filling the tank, it would build so much pressure, the pressure relief valve would dump water all over the place. I live on a concrete slab so my hot water heater is in a closet in the hallway. My hallway floors are now ruined and I have had to put in a claim to my homeowners ins which in turn will wind up raising my premiums. Thank god American has finally (a year later) resolved to replacing the existing hot water heater for a new one. Though, because they do not cover labor costs for the new install I much shell out $650 for the new unit!. Maybe I should sue! I pray that I will not have the same problems with the new one!. I will be installing tile flooring in the hallway so that if this happens again.....Tile floor does not warp!. DO NOT BUY THESE PRODUCTS IF YOU HAVE THE CHOICE!!!
I purchased an American Water Heater Proline Plus 12-year Self Cleaning, serial #0320115544, model#FG12240T403NOM, on Jan. 10, 2004 with 12-year warranty. I can add to the list of complaints regarding the water heater, customer service, and company policies. My heater went out three days ago. When I called to inquire about how the warranty process works, a male customer rep immediately told me to have a plumber call them, period. End of discussion. This man did not want to talk to me (a female). It was a 2-minute call where I got no information, just irritation. So the next day, I had a plumber over who did call the company as directed, and this time, the female customer rep. was willing to talk with me! When all was said and done, she said theyd send out a new heater because of the warranty, but that I would have to pay the $130 shipping charge because nobody in my area of CA carries American Water Heater products. I called back again today to ask them to pay for shipping because what good is a warranty if, in the end, I have to pay $130 for shipping, $130 for new CA regulations, and $250 to have it installed? I want them to at least pay for the shipping. I spoke with a male rep. who insisted on speaking over me when I was trying to explain my position, and after the third time of this, I asked to speak with a supervisor. He didnt want to connect me, talked over me again, and when I told him he was rude he called me a ** and hung up on me! Wow. I called back right away (connected with a female rep.), said I wanted to speak with a supervisor who called me 15 min. later. She said they would look into it and remained firm about not paying for my shipping. She sounded like she was maybe 18 years old and didnt want to give me her last name, so I think she was not an actual supervisor. So much for buying American, folks. I think Ill go with a Chinese company with better customer service in the future. Dont buy any of this companys faulty products! You might end up dealing with good ole boys who think its okay to call you a **! Class action lawsuit (again), anybody? Count me in.
My water heater stopped producing hot water on 06/06/2016. On 06/16/2016, after several visits by my plumber, Big City Plumbing, my water heater was replaced by a new American Water Heater: model # g61-50T40 400 (the box indicated a new 6 year warranty...). I have a 6 year warranty on the old Water heater effective 01-18-2012. So, after 4 years the water heater had to be replaced. My issues are: Water heater had to be replaced after only 4 years. Per Melanie at American Water Heater Company: they only prorate my warranty on the new water heater by the remaining warranty on the original water heater. That implies that they do not have much faith in their product. I would not recommend this company for water heaters.
I am reporting because we were provided false information prior to installation. (We had previous great service from a Rheem gas water heater for 24 years). Plumber said numerous times that Model: FVG6250T403 NOV 200, Serial: 1347J007963 Item: 9211910034 was made in America. I only noticed TODAY Dec 30 2013 when I called to register for 6 yr warranty label clearly reads... MADE IN MEXICO. The customer service employee Lisa at American Water Heater Co indicated the water heaters were MADE IN MEXICO. Installation was completed on Fri, Dec 20, 2013. Upon learning correct information, we called plumber Tom ** and he said he thought water heater was made in TN. Offered to take out at no costs to us. We will never use his services again!
We have a customer who purchased a model BFG61-50T40-3NOV S/N 1136T463465 3/13/2012. This is still covered under the 6 year warranty. Our tech called American and the tech knew exactly what the problem was and sent a new gas valve to replace. This is where the defect in workmanship occurs. The gas valve nipple is made of a thin plastic. The nipple had small traces of Teflon tape over the threaded portion of the valve. Upon removal of the valve the nipple broke off. Leaving the nipple stuck inside the water heater. The effort to remove the nipple were unsuccessful. So here we are on Friday afternoon to try and get our customer with hot water over the weekend. We took the initiative to replace the water heater with same make & model, thus the customer was taking care of. I called American to seek a credit for the replacement tank. In good conscience I thought a manufacturer as big as American would issue a credit due to a manufacturer defect but to no avail. Americans technical department said that I could beat on the broken part with a hammer and it would not harm the threaded portion of the tank where the nipple was stuck. I find that hard to believe. I would just like to seek a credit for replacement water heater.
Do not buy a water heater from American Water Heater Company. We purchased our home in 2015,the water heater was updated as an upgrade by former home owners to sell the home better. We have been here now for 2.5 years, and our water heater needs replacing. But because we are not the original home owners, our fairly new, albeit crappy, hot water heater is not covered under warranty. So, now, we have to go buy a new one. Because who wouldn’t want to spend $800 replacing a major appliance less than 4 years after it was installed? I have two small children, so cold water isn’t really an option for more than a couple days. So we have to do it now. Bad warranty conditions, poor quality hot water heater. Will NOT be buying this brand as replacement. Side note, won’t be buying much for a while, since all our money will now be going to a hot water heater. Please, please, please do NOT support this company, for your own good.
When I moved into my house in 2012 I found an American Water Heater Company water heater, model #FG6140T403NOV in the basement. It was manufactured late 2003, installed by a plumber in 2005, and used for four years in a ONE-person household before I got to it in 2012 (no one lived there for three years). It is now mid-2013 and the pilot light has gone out. After many cold showers, some tomfoolery and a $120 plumber visit, the pilot will light but not stay lit - the plumber confirmed its a bad thermocouple. A bad, LEFT-THREADED thermocouple.It turns out AWH used left-threaded thermocouple for three years before a class-action lawsuit stopped the practice. AWH says they contacted all registered owners under warranty and sent them a replacement kit with a thermocouple adapter. My heater obviously did not get the replacement kit. Oh, and you cant just buy a universal thermocouple for $8 and get the thermocouple adapter - you have to order an entire door manifold assembly from AWH. When youre without hot water for your shower, it puts you on edge. You want your hot water ASAP. AWH charges $34.99 for the thermocouple retrofit kit and $30 for next-day shipping, plus tax - about $70 and one-two days for what would have otherwise been $8 and a trip to Menards/Home Depot.The plumber I called out and everyone Ive talked to was amazed that someone would put a left-threaded thermocouple on a water heater. The plumber tried to be polite about it but was really frustrated with the design of the front panel - and after taking it apart myself, so am I. Its very difficult to unscrew the nuts because of the shoddy design, and the plumber and I both got cut on the very sharp edge of the main gas supply. If you search online youll also find a wealth of complaints about various parts failing prematurely and additional design flaws.I ordered the retrofit kit from Lowes for $58 (with next-day shipping - that was $19.99). This is just to provide enough hot water to wash the stink of American Water Heater off of me until my new water heater is installed next week. Im a young first time homeowner with a lot of houses in my future - and none of them will ever use an American Water Heater product again.
Had a plumber install my water heater incorrectly, called Rheem and they put me in contact with Carlos at American Water Heater. It is just a few days before Christmas and I was not even sure Carlos could look at my water heater, not to mention replace it. I was hoping he could at least look at it. Instead, he not only looked at it but replaced it, all the same day. Amazing! Would recommend American Water Heater in Miami to any and all friends. Awesome service, very professional, timely. If you have a problem with a water heater in Miami you should make one call, American Water Heater.
I purchased a water heater from American Water Heater Company about 8 years ago. It failed. On July 22, a new water htr. was installed and it failed within 2 hours. The warranty covers parts only. The cost for install of #2 was $789.50. American Water Htr. then insisted that there be diagnostic work done on water htr #2 to the tune of $225 before they would do anything. They agreed to replace it (#3) and I have a bill for $1073.30 (including the $225.00). My tenants notified me on July 25 that the water heater wasnt working properly. They left town for a week and returned August 4th. Since that date, I have been trying to resolve the problem with American Water Heater @ 1-800-999-9515. They told me earlier this week that they wouldnt discuss this current problem until I sent them the bills for the previous 2 installations as I thought they should pay something. They offered $175 of the $1872.xx bill ($225 of services of which they demanded from my supplier before they would authorize #3 water heater). I have paid Innovative Comfort Systems their bill as they did the work. Their charges are for labor only as the water heaters were covered by the American Water Heater warranty. However, my current problem is that Water heater #3 still isnt working and AWH is now demanding that I pay ICS their fees to go out and diagnose the problem once again before they will decide whether or not they will replace this defective water heater. There goes another $225 most likely and another $680 fee if the water htr company agrees it is bad. In essence, I would then have about $2800 in install charges just trying to get my tenants consistent hot water.My maintenance guy or I have spoken to Leona, Chris, ADA, Keith, Nicole, Leslie among others. None of these employees are willing to do anything and they refuse to allow me to speak to a higher manager in Customer Service. All documents requested were sent to Chelsea and yet no one at the company is willing to solve my issue. Their response: Im sorry you are having problems. Call a water heater technician out there to check things. I also have left numerous messages for Jack **, who apparently is the local regional manager. He has chosen not to return calls either.
We are a Florida Plumbing contractor. Over the past 2-1/2 years we have installed over 120 I heat tankless heaters. There is not one single unit we didnt have issues with. The company that sells these units is horrible. The company honors nothing! I felt as if I were dealing with shady used car salesmen rather than a professional plumbing supplier. Avoid the headaches and go with a company that has been around.
After living in this house for a year with no hot water problems, one of my American Water Heaters quit working last week. The pilot would light, but not stay lit. After reading comments online, then finding the companys number on the front of the heater, I called them this morning. Their rep suggested I might be able to find the part locally at Lowe’s. But the rep also admitted that in the past few years, those inventories have shrunk. I checked with my local Lowe’s and sure enough, there was zero in stock in the greater Houston area (which is a big area).I called American Water Heater back and they could not have been more cooperative. I spoke to a very nice young lady who is overnighting 2 kits; one for my broken and one for my working heater. Fortunately, Im able to install these myself. AWH has a video showing how-to, which Ill watch as there are a couple of different parts vs. the original. Theyre an American based manufacturer (as is the company I work for) who screwed up with this design. It happens. However, the impression Im left with is that theyre now trying to right a wrong. Ill buy their products again.
I purchased the American water heater about 3 years ago. The water heater doesnt work well in probably in a year. I took it to the Miami office in Hialeah. They fixed and then after a year started to get really hot then going cold. I called them again and they said I have to bring it back. They will charge for parts and services. Im really disappointed about this decision I made. It was the worst to change my regular water heater for this. What Im going to do now? Its winter and I have to have a cold shower. If I take it back probably I will need around a $100.00 not including the plumbing service.
We smelled a gas leak. CenterPoint Energy and the fire department came over to assess the situation. They found out that the safety valve on your water heater wasn’t working and was spewing out gas when the pilot light wasn’t on. Your safety valve made by “Unitrol” assembled in Mexico failed!!! My house was 30 minutes away from blowing up my kids, me and my friends. I will do anything I can to shut you down! How DARE you allow your water heaters to be so dangerous! I’m also a realtor and will make sure everyone knows this!
My water heaters gas control/thermostat has a status indicator that blinked a code indicated the gas control/thermostat was defective. I called them and in a few minutes they processed a free warranty replacement. I had read about complaints. However, I was taken care of by a friendly & helpful person and would highly recommend them.
I have supplied the information requested for my leaking water heater. I was told a supervisor would call me back in 1-2 hours. After 5 hours I called again and was told that the supervisor had left for the day. So I am without hot water for another day and I am unable to take a shower. Representative told me there is no telephone number for their corporate office as the supervisor is the only one with the number.
I am having my own American Water Heater nightmare right now. Long story short, both my AWH water heaters (installed in parallel) went out last Friday. In both cases, the pilot would simply not stay lit. After calling Customer Service, they sent me the pilot/thermopile assemblies for both tanks. They arrived Monday. I installed one, tried it, and it didnt work. Exactly the same problem. I called again. The rep indicates he will send the control box for the tank in which I replaced the pilot assembly, but he would not send it for the other tank until I replaced the pilot assembly. I argued with him to no avail. It is logical that if both went at the same time and replacing the pilot assembly in one wouldnt fix it, it wouldnt fix the other. His answer: not necessarily. So, he preferred to continue wasting my time and an unnecessary replacement part that to help fixing the problem. Of course, I went ahead and replaced the pilot assembly in the second water heater. Guess what? It didnt work. So now I am trying to contact them again to get the box for the second heater. Oh! And of course, they send you the part, but either you have to install it or spend the money to have it installed by a technician. Let me understand that: their crappy product went out after only 18 months of use, and I have to pay to fix it. Conclusion: stay away from this shoddy brand!
Water Heater was purchased 6/28/14 at Lowes. It broke the first time on 9/15/16. AWH shipped a new gas valve to us and I paid for shipping ($30) and paid for installation ($228). The unit broke again on 12/28/17 and again, AWH is shipping us a gas valve at our expense ($30) although the plumber asked them to also send a thermocouple to ensure we get all the necessary parts but they refused. We have already paid the plumber (who they authorized) $95 and will need to pay him more money to come after hours on Saturday to hopefully fix the unit. We wont know if they sent the right parts until he tries to fix it with the new gas valve.When my husband called AWH on 12/28/17, the service customer rep hung up on him because she said she didnt have time to wait for him to open the water heater door to give her the serial number. He was standing at the door, about to open it. A broken unit less than 2.5 years after purchase is disappointing. A broken unit 15 months after the first repair is inexcusable and unacceptable!
I bought a home 2 years ago in 2011. The previous homeowner bought an American Water Heater in 2004 with a 12-year warranty. The warranty has a clause stating that the warranty only applies to the original purchaser. Now I have had several problems in the last year with keeping the pilot lit. Ive had thermal couplers replaced (twice) and had replaced a valve, and it is still routinely malfunctioning. I called up AWH and (stupidly) told them I wasnt the original purchaser. They just told me to try a couple of things and nothing worked. They recommended a new gas valve. I said, “I want repair work done under warranty.” They said, Sorry, we wont honor the warranty because you werent the original purchaser. I told them that this is just a greedy money-saving slimy business practice. Even if the homeowner sold the house a week after installing the water heater, they wont honor their warranty to the new purchaser. What purpose does it serve to conduct your business that way? Its only purpose is to save money and because they can do it. Their mindset is, Well, the original purchaser isnt going to care about this and not buy the water heater, because it only screws over the next guy. It doesnt affect the person who bought it, so lets cut off the warranty on the product as quickly as possible. They think they can make some cost-cutting measure like this without consequences, because they got nothing from me directly. But I bought this house and everything in it, and I paid for it including a water heater that came with a warranty. I spoke to 3 customer service people and a supervisor. The supervisor just says, That’s what the warranty says. He even says he understands how I feel and it recently happened to him on something he bought! Yet he says they cant do anything. I said, “No, you can; but you wont.” I told them that they are forgetting that when I have to buy a new water heater someday, it wont be from American Water Heater. They dont stand behind their products. They made their choice and thats the consequences. Don’t buy American Water Heaters!
It is leaking from the bottom of the tank. This has flooded my basement and has cost me thousands of dollars in repairs and many lost items due to water damage. This heater is just over 2 years old. I spoke with a representative that gave me an authorization number, so I could have it shipped to my home. This is not the first time that your product has failed causing me thousands of dollars in 2012 also. It was professionally installed and I would just like to have the product replaced. My authorization number is **. THEY REFUSED THE WARRANTY ON THE HOT WATER HEATER, AND THEY ARE ONE OF, IF NOT THE WORST COMPANY THAT I HAVE EVER DEALT WITH. WARNING WARNING WARNING!!! DO NOT PURCHASE FROM THIS COMPANY!!! WARNING.
This is about my model FG 50 gallon water heater. Sure enough, 2 months after the limited 6-year warranty expired, the thermal coupler went out. I tried to call the 800 number supplied by American, absolutely no response at all! Due to the non-industry standard of tightening to the left American uses on the thermal coupling, I was unable to find a replacement thermal coupling. Thank goodness, I ran across these complaints and was able to purchase the repair kit at Lowes.Im involved in the construction business and will make it a point to share with others my complete disappointment with American water heaters. Not even the professional courtesy to answer the phone or return a phone call. Done with American! I hope the lawyers get a hold of American in a class action lawsuit and put them out of business.
I wanted a new hot water heater as the original 27 year old unit was starting to go, so my husband went to the local Lowes and picked up a Whirlpool 40 gallon electric heater. First one didnt work and neither did the second one. We tried to follow all the recommendations by the help desk, nothing. We did research and found that 95% of a batch of 40 and 50 gallon shipped out had defective heating elements in them.
I purchased a Whirlpool Brand 50-gal electric water heater from Lowes on 13 July 2014 and had it installed by an experienced contractor (he was not a licensed plumber but I observed the install). Shortly after install, 1 day there was water on the floor at the heater. I thought it might a spill from the install but it continued to leak. After checking for leaks at both water connections, both heating elements, over temp/pressure and finding nothing, I contacted American and received a #RA.I then went back to Lowes for a second identical tank and installed it. The result was the same as before, a leak. I again contacted American and was issued another #RA and returned to Lowes. After uninstalling the second tank before returning it to Lowes, I removed the bottom cap. It revealed a rust stain which was NOT adjacent to any normal opening in the tank.Lowes again traded for a new tank but this time with an upgraded model. The result has been the same, a leak even though it is slower (took 24 hours to show). In each install, I used my own contractor and observed everything. The leaks are not the result of a faulty install!!!!! Someone needs to get their act together here. You have been warned.
Bought a water heater from Lowes with 10 yr warranty. The heater started malfunctioning after 2 years. Called American Water Heater since it is still under manufacturer warranty, but got the runaround and they did not honor their warranty. I also have extended warranty through Lowes but they would not honor the extended warranty until the manufacturer warranty expires.
I had two new gas hot water heaters installed Friday. They have tanks. They are so loud when heating the water and this is so annoying and bothersome. It sounds like an airplane. The two that I had for 15 years were quiet and I was not aware when they were refilling or heating water. I am going to call the company who installed them and ask them to replace. I definitely do not want to have them come in and make a mess in my home. This is simply not acceptable in an era of quiet appliance manufacturing. Newer should be quieter. Is this typical of your products?
Whirlpool hot water heater manufactured by American Water Heater Co. Model #FG1F3030T3NOV, serial #0605117824, product #0730402. After a year or so, I began having to relight the pilot every now and then. Throughout the years, it had to be lit more often until 02/09/2012, it wouldnt stay lit at all. I had asked someone at Lowes and a plumber about the problem and was told it was probably the wind blowing it out. I live in a dessert community and it gets windy, so I took their word for it. Also, Whirlpool said to clean the screen on the bottom of the heater. It still didnt stay lit. On 02/13/2012, I contacted the person who originally installed it and we called Whirlpool. I was told to go to Lowes and the part we needed was an F enhancement kit and would be of no charge to me. I went there and they didnt have it. I called back Whirlpool and they shipped it to me. My installer changed the part, but the pilot still wouldnt stay lit. Again, I called Whirlpool. I was told to go to Lowes and get part #295098, a BFG gas thermostat. I got there and the clerk told me they didnt have it. I said, you have to have it, go look again. He had the part. However, I didnt have the P10144500 number with me and I would have to pay for the part. I went back home for the number. Throughout this ordeal, I made 4 trips and my installer made one trip to Lowes. I would think if Lowes sells Whirlpool products, they would have more information and parts available. I always bought Whirlpool appliances and trusted their name. Not after this. I believe this product was bad from design and assembly, especially using a left-handed thermocouple.This was the 13th day I have been without hot water and I hope my heater stays lit now that its fixed. I have never had problems with a water heater like this before. I am a single woman, age 71 and have been very stressed over this. My income isnt enough to pay plumbers for this again.
Since I bought this hot water heater, the pilot light constantly goes out. I am tired of calling the plumber. There have been so many complaints about this company. Why isnt something being done? Im not rich and cant see myself running out and buying a new water heater because this company cant fix the problem and sell something decent. I feel I’ve been taken advantage of by purchasing a piece of junk! I would like an attorney about this matter!
We bought a water heater over 5 years ago from Home Depot. Its a propane water heater, 40 gallons. Worked fine till the thermocouple went out. What was supposed to be a simple fix, an $8-12 part, turned into a nightmare. Turns out that Whirlpool in their infinite stupidity made their thermocouple a left hand thread. Any replacement thermocouple that says universal on it will not work even with their adapter in the package. You can ONLY order the conversion kit and thermocouple from Whirlpools parts people at 18778176750. And it goes from being an $8-12 part to a $35 part with shipping costs. Since its the 3rd of December, and we really could use some hot water, that means its a $30 overnight shipping cost. Rat bastards who give not a ** about the problem. Will NEVER buy ANYTHING with Whirlpools name on it ever again. EVER.
We built our home brand new and after 3.5 years our water heater started leaking. Plumber came out and said the water heater was rusted beyond repair. The plumber took it to the store it was purchased at and was replaced under warranty. The labor was out of pocket of course (no warranty for that) but I was happy for the warranty. Our new water heater started leaking buckets of water from the pressure valve 2.5 years later (February 2018). Plumber came out to look at it and said he would try replacing the pressure valve first, upon disassembling the pressure valve he noticed a lot of rust. Further inspection uncovered that the whole water heater was so rusted he didn’t think he would be able to put it back together!!!I called American Water Heater and spoke with customer service and they informed me that the second water heater piggybacks the 6 year warranty of the original water heater thus making my warranty no good by only 2 months. Even though the second water heater states 6 year warranty on the label, that warranty is no good due to it already being a replacement. So 6 years and 2 months later I am on my 3rd water heater and guess what? ITS NOT AN AMERICAN WATER HEATER THIS TIME!!! Anyone that reads this should be on notice that these water heaters are JUNK. Yes I said junk and after my 3rd water heater I looked at reviews and there are lots and lots of broken record stories just like mine and worse due to no warranty. I would not recommend this company or their products to anyone. BUYER BEWARE!!!
Weve had our American Water Heater for a month. Its been leaking since we got it. Our plumber replaced a part of the copper pipe, a gauge of some sort. This didnt stop the leak. I called the company. They said we needed to add an overflow tank, which of course costs more money. They couldnt explain why wed never needed this with our previous water heater. We had the tank installed and the pressure lowered, just in case. Still leaking. Our plumber has been here 3 times. We are getting rid of the tank and expect American Water Heater to reimburse us our money.
I am a licensed plumbing contractor. For 15 years I had installed another brand, which was completely reliable. One of my suppliers started carrying American Pro Line and were telling me how great they were, so I started installing them for a period of about 2 years. One of the worst decisions I have ever made as a contractor. The American Pro Line water heaters started using a Honeywell gas control valve. On many of my customers water heaters, these valves would stop working within a few months. Others stopped working after the first year. Their warranty is parts and labor for the first year, but parts only on the 2nd-6th years. So in many cases, I have had to make several service calls to get my customers water heater working and have lost time and money in doing so. For a few customers, there have been repeated problems to the extent that we replaced the whole gas control valve with a new one up to three times and still continued to have problems. American Water Heaters has tried to blame the problem on my customers gas pressure in one case. At another customers house, after several attempts to repair the American water heater, we installed another brand at that house since the American water heater kept giving us problems. This other brand of heater also had a Honeywell gas control valve, but there have been no problems with it since it was installed almost a year ago. In that particular case, the homeowner was very upset that the water heater would not stay lit after several failed attempts by the warranty service company trying to repair it that we uninstalled the American water heater and put a new Bradford White water heater in only 11 months later. American Water Heater refused to give my plumbing supplier credit on the returned water heater. After several months of trying to get the credit issued, American Water Heaters would only agree to giving me (through my supplier) a replacement unit with the warranty prorated (so it is already nearly 2 years into the warranty). So I am left with a water heater I cannot sell because it doesnt even have a full warranty (and therefore is a parts only warranty). I am out over $400. I have switched back to Bradford White water heaters. I have several other examples of issues with other customers water heaters. I am still currently dealing with one unit for another home owner, which keeps going out. The homeowner is being patient, but neither the customer nor I should have to deal with a water heater that was just installed 10 months ago already requiring a 3rd service call to get it to work.
I purchased a new Whirlpool gas hot water tank from Lowes in 2015. The hot water tank worked great up until this month. The pilot light went out. I called the number on the hot water tank, and they sent a new thermopile for free, but I had to pay $30.00 to have it sent the next day. I paid a plumber to install the new unit. It worked for 3 weeks then went out again. I am having to relight the unit every day. I called American Water Heaters (manufacturer) about the issue. The tech and the supervisor both said it may be the gas line, but I would have to have a plumber come out to diagnose it. Another additional cost paid by me. I told her that I did not think it was fair to ask the consumer pay for a faulty unit or design on their part. Without going into a longer drawn out story... do not buy a unit from this company. Whirlpool slapped their name on it, but it is not worth the trouble.
Our home is a Trendmaker Home built in 2011, and we have 2 American Water Heaters that came with the house. They repeatedly ceased to operate intermittently (one and then the other, constantly trying to re-light the pilot). Then they would not light at all, and I called the customer warranty line and new parts were sent. $800 worth of plumbing bills later, the same thing occurred again, only this time the valve on the controller leaked out of the drain pan and through the ceiling, causing $500 in water damage to my home. We replaced both water heaters with new Bradford White Corp. water heaters, and they have been working great. I would not recommend anyone using the American Water Heater brand.
We purchased our one year old home in 2006 when the hot water tank leaked to the point of having to replaced. Since the tank was not yet two years old, it was under warranty, so it was replaced. However the install and removal of the old tank cost $600. Now, a mere six years later, the same thing is happening. Mind you, there are only two people living in the home, not a family of six, so were not blowing the hot water. Tomorrow, I will be having this unreliable, substandard tank replaced and it wont be with American Water Heater. Two tanks in a little over seven years is ridiculous. All customer service could offer me was their apologies. Not as sorry as I am. You just lost a customer and one who will be very vocal to family, friends and acquaintances about your substandard product and service.
Bought a Whirlpool water Heater from Lowes in 2004 with a 12 year warranty. Model FG1J4040T3NOV, Serial No. 0437118196. Had all the same issues as everyone else. I have replaced every part too many times to count. Ive decided to pack it in and buy a Bradford White to replace this junk unit. American Water Heater should be sued and put out of business. Lowes offered me a 10 % discount on another Whirlpool water heater, Im not that desperate or stupid.
The worst experience with this company water heater. After 2 years of use needed replacement because of leakage. My plumber got new water heater by warranty from American and installed it. New water leaked the same day. Dont know what to do now. It cost me a fortune to purchase & install original heater plusI paid now for labor again. Dont know what to do now. Which company electric heater should I purchase? Appreciate your opinion.
I had a US Craftsmaster water heater installed. The hot water smells like rotten eggs. I called Craftsmaster and they want me to order a new part for 68 plus shipping and pay another plumber to install. I told them that they know there is a problem and they should put the new anode rod in instead of bulking the customer for more money. I call them and they said it was not covered under the warranty. They were kind of rude. I told them I would contact the bbb and they just said well good luck with that. My point is they know something is wrong and instead of fixing it, they just leave it up to us to do it. They should notify us that if we are on well water that we might need the new part.
Well within the warranty period my water heater pilot would not stay light, hard to relight and went off again. Contacted warranty service. They sent instructions by email and wanted to refer me to local plumbers on their own list. I was able to relight the pilot only if the metal cover over the valve was not used. No parts sent although they would recommend the most likely part needed was an inexpensive thermo couple. None sent. Im wondering now if running the heater without the plate across the valve (the only way it stayed on for months) is safe.Now Im 5 weeks past the 6 year parts warranty and cant get heater to work. I called, explained to first person then to manager named Fernando. I should get some help considering this is a long standing problem they never helped me with while under the useless warranty. And that I felt now theyre laughing at me even after telling them I have a special needs child who needs to be kept clean.If you consider this product has no warranty protection really on their equipment other than 6 year inner tank 6 year parts. Well theyre not even willing to send a $ 10 dollar part unless you pay a plumbers service call first. I believe the people manning the phones for this companies warranty work arent helping the consumer and the boiler plate warranty is useless unless the tank springs a leak which is not the most likely failure. Reading other peoples experience of poor service if the tank floods their home or that they complain of pilot light not staying on being a common problem (and mine also) suggests this company is laughing at their consumers problems more than helping them resolve issues.
Called customer service about my hot water heater which is under warranty. They said that the serial number is listed under someone else name. Had me email the Data Plate to an email address that kicked back as undelivered. Called again. Had to explain it all over. The person gave me another email address which work. The customer service person called and told me to call back. I did but had to explain it again to a third person because they could not connect me to the second person. That person wanted a copy of the purchase receipt. I told her that I just bought the house. After being on hold, she told me that a supervisor had to review it but could not tell me when. In the meanwhile I have no hot water!
This has been the worst experience with a product that I have ever had. Approximately five to six weeks ago, I observed the Honeywell thermostat blinking four times in one of two of my American Water Heather Co. gas water heaters. Approximately five weeks later, I observed the same four flash in the second American Water Heater Co. gas water heater. I contacted America Water Heater Co. customer service warranty and advised them of the issue. They advised that they would send out replacement thermostats for the two water heaters.After installing them both, approximately two to three weeks later they both went out again back to back. I contacted customer service again in reference to the issue. I asked if I had flushed the water heaters prior to install, which I did. At this time, customer service advised that they could either overnight another thermostat or replace the entire water heater. Figuring that this was entirely unusual that both thermostats go out twice, I opted to have one of the water heaters replaced first. I was given a warranty exchange number and advised to contact the place of purchase, North side Plumbing Supply in Houston Texas. North Side Plumbing Supply advised that they did not have any water heaters in stock as the new water heater regulations had recently taken place and would be backordered until the end of the month. Two other distributors of American Water Heater Company water heaters in the Houston area said the same.I contacted Customer service back and advised them of this. The customer service agent advised me that I could take to water heater to Lowes for the exchange. After spending most of my off day today (5-11-2015) taking the first water heater out, Lowes advised me that the exchange was only for Whirlpool water heaters. I was very upset as there was no going back, with the water heater strapped down in the bed of my truck. I contacted customer service again and spoke with ** (5-11-2015 at approximately 3:14 PM CST). I explained my situation and desperation as my two kids and wife were not going to be as understanding about the lack of hot water in the house. ** refused to help me only referring me back to the company of purchase. I advised her that no one seemed to have the water heaters in stock in the Houston area. ** continuously stated that she did not know what to tell me.When I asked for a supervisor, desperate for a solution, ** continued to argue and talk over me while on the phone. I repeatedly asked for a supervisor and ** refused continuing to argue with me stating, They are just going to tell you the same thing. The customer service for American Water Heater Company was extremely unprofessional and had little regard for customer service or families in need of basic hygiene. I have no idea what I am going to do at this point. The water heater is still strapped in the bed of my truck. This is a pretty bad feeling. I am very disappointed in the way that my family has been treated by American Water Heater Company and will not purchase their products in the future.
The water heater is leaking water out of the overflow. It has flooded the basement.
The water heater is manufactured by American Water Heater and sold under various names including Whirlpool. It was sold in Home Depot, Lowes and lots of other places. 7 years ago it was installed. Nothing but problems. As other reviews said the flame keeps going out. They came out and kept fixing it. They replaced a part but that only worked for a short period. I understand that a company needs to make money but American Water Heater is just a crap product. Lowes stopped carrying it last year. They want me to buy another hot water heater because its 7 years old. That is just crazy.For those people who put up a review a few weeks after you get it and say how great it is should realize that a product should work. After a while people start having problems and see that others are having the exact same problem. The people at American Water Heater were just plain nasty to me. $165 will get me a new part + shipping plus installation and they arent sure it will work and if it does for how long.
Absolutely horrible products. They fail (leaking tanks) every couple of years and when it comes time to stand behind their product, they do not. They blame the issue on something else like high water pressure...really? On a well? We are lucky to get to 50PSI...the water is filtered and softened...you really cant get better than that. Never again, Will switching to another brand.
Cannot get hold of them on phone. Been waiting for 2hrs. They just dont care! Tried calling again and again. No reply. Been trying for 3 days. My heater pressure relief valve is not working and I am leaking water.
I purchased a American water heater from Lowes and have had nothing but bad luck with it. Plumber installed it and a few days later the water really smelled bad, so bad you cant be in the room with the hot water on. I called them and they said I had to buy a different anode rod so I did from them. Another plumber visit, water is still as bad. I have been told it couldnt be bad then American water heater company got really snotty about it. Im going to try one more time then Im going to sue them and Lowes over this.
We bought our house brand new back in 2005. Up until last week we have had no issues with our hot water heater (model number: FG6150T403NOV, serial number: 0425109812). However, last week the pilot light went out. We had a plumber come out and look at the unit. He cleaned and inspected the unit. At that time he noticed that the thermocouple was a left-handed thread and that it could be the problem. However, he was able to get the heater fired up and waited about 30 minutes before leaving. When I checked on it that evening, I noticed the pilot was out again. I finally called to get a replacement part. After being charge $33.00 for expedited shipping, I found out that the part was on backorder! I spoke with Sears parts (I guess they are affiliated with American) and was told that I would receive a credit (they would not answer what kind of credit). The part was not a thermocouple but a BFG conversion kit. I started researching this converter kit and found out it was driven by a class action lawsuit (even though I had to pay $102.00 total). Further research pushed me to calling up a local plumbing company and buying a new hot water heater (a Bradford). I would rather shell out the extra for a safe, new product, than take a chance on a conversion kit that might fix the issue (Is the redesign even UL certified?)
Had water heater installed in 2012 and it has performed with excellence. Model #BFG6140T403NOV never had any issues. We are looking for a water heater for our farmhouse now and plan on getting one from this company.
I bought a 75-gallon water heater from Lowes made by American Water Heater. In June 2013, it broke and received a replacement unit under warranty through Lowes at a price of $600. In April 2016, the new unit UBG62-75-T75-4NV started leaking again. I contacted a licensed plumber and diagnosed that the inner tank was ruptured and not repairable. Ive reported American Water Heater and they issued a Return Authorization number after more than 10 phone calls, wasting a few hours each time of phone call. I went to Lowes with the authorization number and the Lowes needs to find out the replacement unit because the unit I have is no longer available. The manufacturer, John from American Water Heater, said the replacement unit is VG6275T100NV. Later Lowes told me that the replacement unit VG6275T100NV is priced at $3700.The Lowes told me that I have to pay the difference of $600 and $3700; in other words, I have to pay $3100. Now all I am asking is to replace my water heater since its supposed to be covered by 6-year warranty. Mine is less than 3 years. But then, I have to pay $3100 additionally after warranty coverage? What kind of warranty is it? There must be a fraud here. After two weeks of agonized talks with American Water Heater and Lowes, I had to give up this battle and ask a local plumber to install a totally different brand water heater because I desperately need hot water. I cant believe this type of irrational business is still around in the greatest nation like America. Thanks for reading my horrible experience.
My wife had a PowerFlex water heater installed in April of 2008, before we were together. In September 2013, it began leaking from the bottom. They said to take it to Lowes for a replacement as it was within the 6 year warranty period. The replacement I installed on October 20, 2013. The pressure relief valve started leaking in January 2017. I called for a replacement and was told it was out of the warranty period! What! Yes, they claim that since there were 5 months left on the warranty period of the original unit, and this is a replacement, and doesnt carry a 6 yr warranty! What BS! THIS IS A DIFFERENT HEATER, BRAND NEW OUT OF THE BOX! No biggie, I replaced the pressure relief valve myself. Meantime it starts leaking out the bottom in the same exact spot as the first one! MANUFACTURING DEFECT??? Anyway, they continue to not stand behind their MADE IN USA product! They should be put out of business! I filled a complaint with the NYS Attorney General last month, and today with the Johnson City Tennessee Better Business Bureau, and the Tennessee Attorney General! Dont have a thousand dollars for another tank! And this ones going to blow any day and ruin our finished basement. Lowes doesnt even carry them anymore because of all of the issues! Go figure.
I have had to deal with repairing or replacing every water heater from this company (American Water Heater) within the first 3 years. They do not hold up well. The warranty is only for parts after the first year, so it became an added expense.
The Heap program provided me with an American heater from Lowes. Its been nothing but a nightmare. It makes all kinds of noises constantly and wont stay lit. Its off more than its on sometimes up to 3 or 4 months at a time. Ive contacted every number I could get my hands on and no one seems to care including the program that had it installed for me. They wouldnt even give me a number to someone higher up. I want to make it clear that Im appreciative of the help I receive but on the other hand what a terrible waste of tax payers’ money. The plumber who installed it said the American heater from Lowes is the only heater Heap used for this program.
My American Water Heater Company (AWHC) water heater (WH) went out on Sunday 7/21/13. Of course, I had to wait till 7/22 to contact AWHC technical support, and, based on the troubleshooting codes, the representative sent a new thermopile assembly. My plumber installed the part but could not get the WH pilot to light. Of course, AWHC was closed by then (i.e. after 10pm), so I had to wait till the next day. It was determined that I needed a gas valve/thermostat (GVT), which was sent and arrived the next day. My plumber installed it and got the pilot to light, but it would not stay lit. On my next call to AWHC (again, after having to wait till the next day), the rep. asserted that the WH was improperly vented. I asked why the WH would work for 2 yrs. if that were true, so I was able to get a second GVT sent. My plumber installed it, and I had hot water for about 12 hours, then the WH quit again. After another discussion with AWHC about the venting problem, I got an authorization to replace the WH. But the only replacement WH I can get is another AWHC product, and I am not so foolish as to get another AWHC water heater. So I face a loss of several hundred dollars, which is the price of the initial unit and my plumbers invoice. PS: I still have NO HOT WATER....
Last month when the pilot light went out on our 1 year old Whirlpool hot water heater and would not stay re-lit, I replaced the thermo-coupler and all seemed well. Until Friday (2 days ago), the problem repeated itself and I replaced the thermo-coupler again. Yesterday was the third thermo-coupler replacement and 30 hours later, it is out again. I keep paying for the replacements because we cant wait a day or so due to some medical conditions requiring multiple baths a day. American Water Heater does not provide enough troubleshooting info. Under troubleshooting, they have info such as Correct any issues prior to resetting the thermal switch but nowhere does it tell how to reset the switch. It also states that if the Energy Cut Off (temp limit switch) is activated, the tank will need to be replaced – but again, no info on where to locate the ECO or how to tell if it has been activated.
The company wont honor the warranty. The water heater is about 5 years old. It quit heating water about 2 or 3 months ago. The plumber who installed it says it needs parts and is under warranty. The company has stalled for several months. They simply wont ship the parts he has asked for or replace the defective heater. I hope whoever reads this will tell everyone they know not to purchase anything from American Water Heater Company. I think they also make Whirlpool.
I purchased the American Water Heater Proline in 2005. In 2008, the igniter/thermocouple went out. It took 4 days to get a warranty replacement unit. It was free, but theres cost to put in, in a 3 year old unit. I was told there was a factory defect and this kit would fix it. Three years later (warranty about to expire), the kit did the same thing. Another 4 days, I was without water while waiting for another kit. Do not buy their water heaters. They suck! Now I have to pay another $200 for a plumber to fix it. That means I have to use cold water for days. I have 4 properties. I had water heaters all my life. I never had such a bad experience. They dare put an American Flag on it and tout how well made it is. It is no wonder China is taking over. Stay away from this company!
Ordered an anode rod for our hot water heater from AWH. Never received any confirmation or tracking number (but they were quick to charge the credit card). After several weeks, the rod still hadnt shown up. Called AWH, and they said well, there was a problem with UPS (blame someone else!) By that time, we couldnt use the hot water, so we had a plumber bring the part. AWH said they would refund the money (3X what the plumber charged!) to our credit card. After 5 weeks and no sign of a refund, we called AWH. They said they had sent the credit to the cc company the day after I cancelled and that the cc company would take 4-6 weeks to post it (blame someone else!). Called the cc company - they, of course, had no record of ever receiving any credit from American Water Heater. The credit card company is handling this refund now.
I own a small business, and purchased an American brand water heater. It stopped heating up water so I called tech support. They recommended a plumbing company. Took them THREE weeks of guessing and trying replacing different parts to finally give up and send a new unit. Now I have a bill of almost $3000. I couldve bought 2 brand new water heaters!!
I bought a 58 GAL Electric American Water Heater 6 YEAR in 2006 and its still going strong. Best Water Heater I have ever had. I need to retrofit so I thought Id put in a replacement because the heater is way past its shelf life even though it works as new. Current health makes me want to get it installed now so I dont have issues in the near future. I am searching for the same Heater that is NEW 2016. Best Water Heater Ever. Im scared to get something made in China. All You people who are complaining must be doing so about a GAS Heater. BIG difference. Please be specific.
Bought water heater with warranty 2009 - heater leaked - they agreed to replace but no plumber would take their job - so they offer 419$ only - cant buy water heater for that price - do not buy heater from this company - useless customer service.
I dunno how to do this shout-out. Some 11 years ago, I bought a top-of-the-line Maytag gas water heater at Home Depot Pro. Fast forward to the recent past. It started leaking! I buy the best possible water heater, and it leaks and generally dies on us. We went to Lowes, shopping for another water heater. The guy there told me to call and see if I might be able to get some sort of warranty help. Well, it took a while, the better part of an afternoon. But I got the right person on the line, and presto! I now have at zero cost to me a brand-new, top-of-the-line Whirlpool water heater. Lowes was the place I was sent to. I was firmly instructed that I must bring the old one, as they wanted to pull it apart and see how it failed to ensure that gets fixed.Between the Maytag / Whirlpool confusing me, the Home Depot / Lowes confusing me, and so on, it was a bit of a wild ride. But still, there really is such a thing as customer service. There are makers, which are genuinely interested in providing quality products and truly standing behind them. That new unit would have been $707.09. It wasnt fun, but it could have been far more painful. I believe the maker of both of these water heaters is American Water Heater.
I purchased a new house built by D.R. Horton. The house came with a preinstalled water heater. The water heater failed with internal leak exactly in less than three years. I called the American Water Heater Company and they agreed to provide a replacement water heater. They referred me to Northside Plumbing to get a similar water heater. Their supplier (Northside) is now asking $60 for the paper work and the original tag attached to the water heater. The total cost to get it installed, get the tag from the original heater (making two trips) and installation is more than getting a new water heater from a different manufacturer. Never purchase any product made by American Water Heater which is now owned by A.O. Smith.
Defective thermocouple/burner assembly went out on my water heater. After finding out that the thermocouple was a left hand thread and not universal I found out I had to replace the burner assembly unit. As of yet, I have not found one. I did some research and found out about this lawsuit. AWH never contacted me about this defective part and when I called about it, they were trying to charge me for the unit even though part of that settlement was to send customers a replacement.
Very little hot water. I have to rush thru my shower to be able to have enough hot water. And even then there isnt enough to do any extras such as shave legs/pits or to scrub brush my back or feet. I have to skip washing my hair to be able to fit anything else in. I called the company that installed the water heater and they told me that while using the hot water, cold water enters the tank, so there is less and less of it. What a bunch of hooey. I didnt have this problem with my old water heater that is the exact same size, in fact, I would take a leisurely shower and still be able to have another person shower immediately after me. This is a piece of junk! And to top it off, the jerks that installed it WAY overcharged me. I am going to have to replace this piece of costly junk. I dont need to stress over having enough hot water to get through my shower every morning; I have enough stress in my life without that.
I have rental units and replaced old water heaters with American ProLine Plus 12 year Water Heaters with Flame Guard. I have had nothing but trouble with them. And I have had to deal with rude, incompetent service people who were recommended by American to repair their water heaters. I had one service call in which they finally agreed to replace the unit. The new one fell off the truck and was crushed in on the bottom. I had to argue with the guy not to install it as he tried to persuade me that it was fine. I have had thermocouple problems like crazy. One time they put the wrong one in, another they didnt realize the thread was opposite and cross threaded it. Another time the heater stopped working again. The new service person said the replaced thermocouple was the wrong one for the model. Another time when the service person tried to work on the unit and had big hands, he just peeled back the metal on the unit at the pilot controls so he could work easier! That was on the new replaced unit! It was endless. All the while the tenant has no hot water! That was just one of the units I had. The other one was on thermocouple #3, 5 years into a 12-year warranty.When the repairman and I went on the roof to see if the vent pipe might be clogged and shutting down the unit, there were 12 flames coming out of the pipe that vents the water heater! And that unit was on the first floor of a 2-story building! Flames were shooting up through the venting pipe to the 2nd story! We disconnected the unit and removed it from the apartment. I put in a tankless unit which takes no room at all and has been trouble free. To add insult to injury, when I called American ProLine, they were rude, gave me the runaround, suggested it was my fault (not installed properly), and refused to refund me anything for the 7 years left on the warranty. All they would offer me was another water heater. That’s incredible since the American Water Heater nearly burned my entire property to the ground. Their product is unreliable and dangerous.
We have vacation home in N.C. which has a American power vent heater. When we went down there at Christmas time the water heater was not working. Contacted a local plumber to look at and he called American on the problem we were having. They told us it needed a new control valve which cost 271 dollars with next day delivery. Installed new valve next day and the valve was bad. We called back American and told them what the problem was. They told the plumber they would send a new valve but would not there until Friday because of New Years. Wednesday I called American to see who was going to pay the plumber for Tuesday work on heater when it was there fault the valve was bad. They told me that when the second valve was installed to have the plumber call them and work out a deal. Got the new valve on Friday and installed it and still did not work. Plumber calls American on the problem and woman says if you would have talked to me I would have suggested to send another part with it, which would have a another 50 dollars. Now heres the problem I have now, American wont give any money back to me because the valves were installed. B.S. DONT BUY AMERICAN OR WHIRLPOOL. Very disappointed Ive spent over 650 dollars on a water heater and still dont have one.
Purchased Envirotemp water heater from Lowes on 11/22/2015. Seemed to work ok at first. Now as youre taking a shower within 5 minutes or less you have to turn the cold water down to get hot water. In a 15 minute shower, by the time you are finished you have to have the cold water turned all the way off to have hot water. The company keeps telling us that it is not their tank that is faulty, that it must be a water leak or faulty water faucet on our part.
American Gas Hot Water Heater Model FG6130T303NOV Serial# 0509128959 Product 0731307 pilot will not stay lit. On 2/4/11, I called American Water Heater and they said a voluntary recall was on the Manifold Door Switch and this hot water heater is registered with them and was still under warranty. I never received any information on a recall! Portsmouth Plumbing replaced the switch which was under warranty, but the labor of $125.00 was not. I have had to call American Water heater several times because the pilot will not stay lit. There is a white reset (this is not the red reset pilot button) that goes from the switch wires to the hot water heater that they let me push and hold. Then, they let me follow the instructions on the hot water heater or the use and care guide book. This little white button is not in the book or on the hot water heater instructions. My vent on the water heater stays clean and the ventilation is good. I cannot ever get the pilot to light until I called them and then they instructed me to hold the white button for so long, then reset or something else, which this is not how the manual tells me to.It has gone out again tonight and they are closed after 9 pm. I do have a carbon monoxide detector (electric, so the batteries are not bad as American Water heater would say). Well, it does have low readings when the light goes out. This happens at least once a month and it is still under warranty and I am tired of them telling me to just relight the pilot.
I bought an American Heat tank-less heater model ADK-1 on 01/03/08 and submitted the lifetime warranty as specified on the warranty card shortly after before the 30 days to activate the warranty. I mailed it to the address on the card: American Heat Industries PO Box 941507 Miami, Fl 33194.My water heater broke on 11/30/11 so that is only 3 years. I found on the internet that the company is located in Hialeah at 7709 West 20 Ave-Hialeah, Fl 33014 (phone number **) and I call them up to see about the lifetime warranty; they advice me to go over and bring the heater and that they will fix it for me free of charge. I spend 3 hours of my day on 12/02/11 and drove to their location in Hialeah, Fl. They told me they could not find my warranty in the computer and that the company was sold to new owners and that they could not do anything for me unless I wanted to buy a new water heater. I explain to them that even if the company has new owners, their responsibility was to honor the lifetime warranty. I have all my papers, receipt with date of purchase copy of the warranty and portion of the detach warranty card I submitted to American Heat. I wish there was something I can do about it as a consumer I feel violated on my rights and feel that they are not running an honest business.If there is anything I can do, can you please email me at **? I feel that I should take this matter to a consumer affairs attorney to fight for my rights as a consumer.
Horrible customer service and warranty! My water heater went out on a Saturday morning. I called customer service and they gave me a replacement code for the heater, telling me that they do not have a list of stores that cannot replace it. I called around and no one has these. I called customer service back and she told me that if I couldnt find anyone locally, I would have to pay for them to ship a new heater to me! Whats the point of the warranty? I have no idea where this heater came from. We just bought the house 2 years ago!
I purchased your product, serial#0434126381, model fg121-40s40-3nomv in 2005. There were no problems until last night when the thermocoupler went out. I called a local plumber/technician who installed but he died 2 years ago. A local plumber tried to install a new coupler and found the unit had a reverse thread, I had to call several supply houses in the nearest city and finally found someone who told him that this unit was part of a voluntary recall because of the thermocoupler and the reverse threads. He had to drive 30 minutes to get a new unit and came back with an entirely new burner assembly with a new safety switch. Okay, that was great and the warehouse didnt charge him for the part as he returned the old burner assembly to them. My complaint is that I got charged for 2 hours of labor at 100/hour for him to figure out what was wrong, get the new part, and return the old part for warranty reimbursement. If your company knew there was a problem, particularly with the reverse threads if the coupler went out, why hasnt the public been notified so repairs could have been made while under warranty? If you buy a car and there is a recall there is no charge for parts or labor even if the warranty has expired, and they notify the consumer to avoid this concern. To say the least, I am very disappointed in American Water heater and the fact that I had to pay $200 for labor, that had we been notified there was a problem, I would have had fixed while under full warranty. This is not a good way to run your customer service. I talked with 2 different phone representatives, and they told me that was the way it was and there was no one else to talk to about this issue. To say the least, when we buy another unit or another property, you can be sure I will check to see that American water heaters are not part of the future package for what I perceive as poor customer service.
My American-brand hot water heater quit working. When I called the plumber, he didnt even schedule a service call. He was so familiar with this defective brand he gave me the phone number to call for parts. They refuse to allow any other company or plumber to stock parts! The only way you can get parts is to call American brand and pay exorbitant shipping. And it took four phone calls and being placed on hold for 15 minutes at a time to get my request in. The part is supposed to arrive tomorrow but I am not hopeful this will occur from what I read in the other reviews. According to the plumber, this company was the subject of a class action lawsuit but it hasnt improved their service. Avoid them!
When gas comes on to heat the water, the unit makes a popping, knocking sound -- quite loud. I was told by the company that this is caused by sediment in the tank and to drain, flush, and refill the tank.. I have done this 4 or 5 times. I was then told to drain the tank and put in a gallon of red cider vinegar, let it stay for several hours, then drain, flush, and refill the unit. I did that and the popping, rumbling, knocking sounds persist. I called the companys approved repair service provider, and a technician came out, but he did not know what to do or how to fix the problem. He charged me fifty dollars and left. I have had at least a half dozen phone calls to the American Water Heater Company, and I have written a letter of complaint on July 14, 2015, but I have not yet received an answer or response.
7-yr-old water heater and the thermocouple failed. No problem, a quick run to any of the many hardware/home improvement places around & grab a $12 replacement. Wrong! This unit has the discontinued left-hand threads, found nowhere else, so forced to order it from the manufacturer. I rigged a right-hand unit (by filing off the threads & placing it precariously in there as a temp fix), and called US Craftmaster. I thought since they had been in a major lawsuit, I might be sent a free replacement. If not, no worries, Ill pay the $15 or so since I jury-rigged it so we have hot water till the true replacement arrives. Called (surprisingly open on the Saturday before Easter) & ordered the piece, only to find out it has been discontinued. Now, they sell (possibly) a regular right-hand threaded thermocouple, with a left-to-right adapter for the bargain price of $34.95! I opted for the cheapest delivery of $10, instead of the $30 overnight delivery offered (which many people will fall prey to, as they dont have the know-how to rig a temp fix - we need hot water!).
My husband and I have had nothing but problems working with this company. Their product is inferior. We have had more than 3 complaints with this water heater. Within 3 weeks of my husband passing away, we have had the control valve/thermostat fail, twice. The day of his memorial, my entire family had to go to neighbors to get hot showers. The using of American in their name is misleading and manipulative. I hope to spare other customers the utter pain and frustrating at dealing with this so-called company.
Bought the house in 1992. Had a 5 year old gas water heater. Had it replaced in 2004 because it developed a pin-hole leak next to discharge tube. Hey, 17 years was a long time! It didn't owe me anything. My gas service provider is KEYSPAN. They carried American Water Heaters brand with a 6-year warranty and did the new install. It's a 40 gallon tank, natural gas, model # FG6140S403NOV. Four of us live in house and use water on a normal level. This water heater is now getting towards the end of its life. Had it serviced today by my contracted (by KEYSPAN) service person from HOMESERVE. The technician changed the thermo-coupler and informed us that the unit is rusting within and is close to the end. He recommended a new one to be installed soon and to contact HomeServe to purchase it. Schedule the install. On May 15, I will be making the call.
We bought our water heater from Lowes after being sweet talked into it by the salesman there, who said it was the best for us, last for 12+ years, be very cost efficient/energy efficient to operate, and actually save us money. This model was not cheap, in fact it was significantly higher priced than the others we were initially considering (around $660.00). It worked fine for the first few years, but has been a continual annoyance for the past several years. My husband has to go and reset the mode switch, sometimes several times a day or we wont have hot water. It is a real bummer to turn on the shower in the morning and discover it is running cold. Even though still within our warranty period, we cant find all the necessary paperwork to submit a claim, and after reading about the similar woes of other customers, it hardly seems worth it to deal with this company. My husband, completely fed up by now, just went to Home Depot and purchased a replacement water heater. Our advice to anyone seeking a water heater is to AVOID this company. We will not shop Lowes for appliances after this either.
We had a 40-gal Propane Gas American Water Heater installed by a plumber in July of 2011. Initial performance was OK, though not perfect but the heater is in the garage the full length of the house from the master bath so I attributed the deficiency to the length of plumbing in crawl space. Winter was worse, but again I blamed it on the plumbing. Then over the past year the performance has slowly deteriorated. It seemed to provide about a tankful of hot water, then lukewarm, then cold over a 10-12 minute period. I have 30+ years in facility maintenance, including a major military base with over 2,000 units of family housing (and that many residential type water heaters) so I first suspected that the thermostat/valve was to blame. Called American and was told that they would reimburse for locally purchased repair parts so I wouldnt have to wait and also pay shipping. Sounds good, right? Not so fast. No one here in middle Tennessee stocks a replacement for the Robertshaw Unitrol valve they use. Did get a newer electronic valve only to find a non-match to the thermocouple (new one uses a wired thermopile). Returned the valve. Did they have the right kind of thermopile? -- No. (Good thing because it turns out the whole access door is a manufactured assembly and it wouldnt have worked anyway.) Studied Americans parts diagrams and lists online and called American back. Verified that the two wires from the Tstat/valve were for a hi-temp cutout. That seemed to explain the way it was performing if the cutout was tripping and then took a while to cool down and reset. Explained that to the lady at American and she asked if I had called a plumber. Said, yes, I had one out twice already and this was our joint thought. Cant just get a new cutout, gotta get a whole assembly but they would provide (as long as I paid shipping). OK, how about that assembly, a new burner, and a new thermostat/valve? Nope, will only ship one part at a time. Oh, so I can pay for overnight shipping three times potentially. Yup. Ok, charge me for shipping and send the assembly. Got plumber back and everything re-assembled. Seemed to be working and then ... everything shuts down -- pilot is out, will not relight and hold. Five days without hot water and possibly two more for one more part and two more for another and maybe $60+ more shipping? No thank you. Went to Lowes and thank goodness they didnt have an LP unit in stock because I now have learned that American makes the Whirlpool brand as well (Lowe’s is stocking almost nothing labeled American so perhaps they have gotten the brunt of complaints as well, but if what you stock is the same underneath, standby!). Two major plumbing supply house also did not have an LP unit in stock. Went to Home Depot and found a 50 gal Rheem LP gas unit. Called a third plumbing supply and they also had a 50 gal LP but at a higher price so I bought the one at Home Depot. Got plumber back for third trip and replaced the American with the Rheem -- fit perfectly height-wise for the flue and all the water and gas connections. Have checked the reviews on the Rheem units and aside from one negative one that Rheem responded to and said, Call us. We want to make this right for you., all the rest were highly positive. The litany of bad experience makes me say without hesitation, DO NOT buy an American Water Heater or one made by them and branded by someone else like Whirlpool. They are junk and the warranty is weak.
My plumber installed an American Water Heater 12/14/2012 for $4999.50. On 12/28/14 water began pouring out of the bottom. We called our (former) plumber to ask about warranty coverage and he hung up. Researching further, I find that American Water Heaters used commercially have a 1 year warranty (my new water heater has a 3 year warranty on the glass tank). I can see why Americans warranty coverage is shorter. If American is using inferior parts to make more money, then covers themselves by making their warranty period super short, the savings to consumers is offset by water heaters that may fail in 2 years. Ill never buy an American Water Heater again!
American Water Heater Co. Proline model FG6130S303Nov, serial number 04244100831, installed 8/5/2004. The gas valve failed on 6/2007 and was replaced. The thermocouple failed on 10/15/09 and I replaced it with a spare left by the serviceman. On 1/24/12, the thermocouple has failed again. The left-handed threaded thermocouple is non-standard and I have yet to find one. Supposedly, Lowes has them. I can so far light the pilot by hand for one tank of hot water. I had a flashlight on top of the heater and it was scorched. I assumed it fell onto the pipe. Now, another flashlight has been scorched. The flue is clear. Fire hazard? Maybe. If Lowes does not have the part, then the fun will really begin. I expect a new water heater will be the real solution and not made by the American Water Heater Company.
Our water heater is 5 years old and has a issue with the airflow turning the pilot light out. I called the 1-800 number and customer service was very helpful, helped get my pilot light back on, and even had me send in photos of the unit to fix any issues to keep this from happening again. It can be rough taking cold showers but thankfully this company helped us not have to do that.
My water heater tank began leaking within the manufacturers 6 year warranty period. Determined to take advantage of the warranty, I spent 2 days making phone calls and exchanging emails before I was finally able to get a no-customer service rep from AWH to issue me an RMA for a replacement. Since the company only sells direct to wholesale distributors, who only deal direct with licensed plumbers, my next challenge was to find a way to actually get my hands on a new unit. Since the plumbing company that replaced my tank 5 years ago is no longer in business, the AWH representative provided me with a list of plumbing companies that I could contact in my area that do sell/install the brand. It was a broken record from every company that I contacted, we no longer carry or never did carry that brand of water heater. Not a single one of them have even heard of the brand. After some additional phone calls and research, I eventually found out that the distributor that would have sold this brand to the plumbing companies also no longer carries the brand. 5 days of a leaking water heater had passed before I got to this point. I contacted AWH the next morning to inquire on what my options now were. AMH also manufactures the Whirlpool brand. I asked the rep to issue the RMA to allow me to go to my local big box store to pick up a tank under that name. She chuckled at that, stating that the AMH brand was their wholesale brand and there is no way that they could replace it for a Whirlpool. I was told that I could pay $190 to have a new one shipped to me or I could take the pro-rated credit. Seeing that their credit was only $150, paying the insane $190 for shipping seemed to me to be a better deal. Once I stated my intention to have them ship me a new one, I was yet again placed on a long hold. The rep came back to the phone to state that their company was going through some changes right now and that they wouldnt be able to even order me one for at least a few days and that I should call back 6 days from today to get one on order. She mentioned that them drop-shipping a water heater is always the absolute last resort for AWH. She also stated that if they were able to order me a new unit in the next 6 days, it would take several weeks before I would see it - are you fricken kidding me! After several obvious frustrated questions and rightly feeling like I was getting blown off, I asked to speak to her manager. The manager flat out refused to talk to me and the rep eventually cut me off mid-sentence to say that someone else will contact me sometime tomorrow. This experience has been an exhaustive nightmare! There is no way that I will ever buy another Whirlpool product again knowing who the manufacturer is and what horrible support they provide.
My American Water heater broke on Easter Sunday. I called a plumber the next day. He told me the Thermal Coupler needed to be replaced and to call American. I called American and asked if I could order the part since the heaters warranty had expired on 6/2014. They proceeded to ask me questions. “Where is the heater located?” I told them “in a Utility room in the bathroom.” The woman on the phone told me that my Model cannot be placed in a Bathroom at all, and that Voided the warranty or any parts. I was then asked to take pictures of the Unit in the Bathroom. I took the pictures and emailed them over. A whole day went by with no response. I called them back up. They claimed to have not received the email. I sent it to ** this time. I called him the next day, due to no response from the previous day. I spoke with another woman who stated he was not in yet and she assured me he would look at the pictures as soon as he arrived. I received a call from ** . He told me that they cannot ship me the part because my water heater is place in the bathroom. I explained again, “it is a Utility room with a concrete floor, has 2 vents which face my family room.” He denied my request for the part. The other Woman I spoke with said it was a Hazard to have this heater in my Bathroom Utility room since the only door to get out is the bathroom. The only way around this situation was to buy a new Water Heater. I called my Plumber to start that process. I went in the bathroom and read the labels on the American heater, found a label that stated, “The American may be installed in a Bathroom if it is 8 from top and 4 from sides.”I then called American again. I even sent ** the picture of that label. ** told me they cannot service me and my Tank is voided due to its placement. I was forced to buy a new Water Heater which is a WhiteBoard. I found out that in my Townhouse community, all 48 of us had these heaters installed. Does that mean when a part fails each one of them has to buy a new Water Heater? I asked my plumber about this and he stated their concerns do not even apply to you because my particular model is made to go into a Bathroom Closet.American Heaters please think of the hardship you have caused families due to your labels. ** and ** both pointed out that on page 4, in the book that comes with the heaters, it states the heaters cant go in Bathroom Closets. I purchased this townhouse and did not see the book. The Label on the Units state different. I suggest they put this statement on their Website for all to see.If it is true and these Heaters are a Hazard, this should be clearly written on their WEBSITE. I wrote this to protect homeowners about the American Water Heaters may be a HAZARD if placed in a Utility Closet in the Bathroom. My townhouse was built sometime in the 80s. The previous homeowner bought her heater in 2009, and the warranty expired in 2014. I replaced the American with a Whiteboard. God Bless.
The pilot light on my American Water Heater would not stay lit. The plumber we called checked and saw that the model I had was involved in a class action lawsuit because of that issue and suggested I call their 800 number. I explained the problem to the rep who answered and asked her what I could do. She said I needed a certain part to fix the problem but my unit was out of warranty so Id have to purchase it. I paid for it and when it arrived had the plumber back out to install it for me. The problem did not get resolved with that part so we replaced the water heater. I called them back and asked where to send the part back for a refund. She informed me that since we had installed the piece on my unit, it was considered used and could not be returned. She said that there was a second part that I should purchase to see if it would fix the problem. I explained that Id already been two weeks without hot water and went ahead and replaced the unit. All I wanted was a refund for the part. She said there was nothing they would do for me. They had never explained that refunds were not permitted nor did the first tech mention that there was likely a 2nd part needed to fix the problem. I have stopped payment on my purchase debit and am waiting to hear how the claim is resolved with my bank. You would think that a company who was the target of a class action lawsuit would be more forthcoming about the steps needed to resolve the problem and then more sympathetic and accommodating when their recommended resolution to the problem doesnt work.
I would give them zero stars if that was an option. Purchased a brand new American Water Heater on 12/19/18. By 2/19/19, it had already stopped working. When my plumber called to get the okay to replace valve & burner assembly, he was on hold for over 1 hour before they would give approval. He replaced the parts and by 2/28/19, the heater was again not functioning. Again he called to speak to a rep at American and was put on hold 3 times. He was on the phone over half an hour and was told we needed to replace burner and valve assembly AGAIN. If that didnt work, would need to replace vent. If that didnt work, they would finally send approval to replace unit. After expressing my displeasure with this, I was told its all they would do. This is the worst customer service ever! Their products only deserve to be in the local landfill dump. Luckily my wonderful plumber at William Frankel Plumbing replaced this terrible heater with a brand new Bradford White that so far is working perfectly. Thank goodness for a having a great plumber that stood by me and took care of me when this water heater company did nothing.
I purchased a standard gas powered water heater from American Water Heater with a 6 year warranty. The heater failed in 7 years. The problem is simple, a failure in the electric gas feed regulator that results in the stop of all gas flow. Pros: It appears to have failed in a safe way - no gas flow. Cons: But there is no repair path - not because of the specific component that failed, but rather because this heater was designed such that even replacing the simplest component will cost almost as much as getting a new heater installed. Given that design, a 7 year life cycle is WAY TOO SHORT for an appliance like a water heater.
After fighting tooth and nail to warranty a faulty heater for my customer I was told that with no one in our area distributing these heaters I had to eat the additional cost to replace something that should have been warrantied. The heater was not even 5 years and old and was leaking through the tank. The service was awful and as a Plumber not worth the time it took to sort out the problem for only a fraction of the cost of a new heater to replace it with. I know we refuse to treat our customers this way so I am baffled to see a company like this so comfortable with it.
Whirlpool brand gas water heater BFG1F4040S3NOV - We purchased a gas water heater from Lowes and had them install it in our home. It has operated okay until now. The pilot light went out and we could not get it to light and/or stay lit. We called in a plumber and received some bad news. He refused to even work on it. We were told this water heater was under a class action lawsuit. More bad news was yet to come. He told us the water heater was not even installed to code. We were not told about the asbestos pipe either. At this point, there is no resolution. I dont even know where to begin with this.
We have now been without hot water for 9 days. We own a Whirlpool water heater that has a sticker on it saying to call the American Water Heater company for repairs. The control panel on the top of the water heater stopped working so we called AWH Company. They first told me that we had a lifetime warranty and took my serial number. Then after looking up the part, they said the cost would be $107.00. This included overnight shipping which cost $30 which of course you would pay for because no one wants to be without hot water any longer than necessary. However, it was after hours so it was actually going to take 2 days to get to us. When that part arrived and we carefully followed the instructions to install (we have remodeled many houses so we are not a novice) the part was damaged and did not work. We called back and they told us they would send another part but of course it was after hours again and it would be 2 more days. When the part did not arrive, we called back a third time and were told that order did not exist but they would order it again. By this time we are in the middle of the Christmas holiday so we are waiting three days. Last night, I called a fourth time and we reordered the part again. Some of the agents did not know that the shipping dept was closed on Dec. 26 so the part should be shipping today and arrive tomorrow. 10 days after we have started this whole ordeal. When I asked for my money to just be refunded, they refused and said they would be shipping the part.
My American Water Heater, E52-40H-045D Serial 9709122230 made in 1997 is now 21 years old. I just refinanced my house and had to get new insurance. They questioned the age of my water heater and I told them, "So what?" It looks like it's new, I have a timer that shuts it off for 10 hours at tonight, and it is in the garage. If it were to leak it would run down the driveway. I have not done one repair job on it, eg. new elements and don't plan to replace it until it stops working. Highly recommend buying one.
I purchased two (2) gas American Water Heaters and installed them in a new home in March 2013. One heater failed in June 2016 after 3 years. The second hot water heater failed June 2017 after 4 years. The heaters are supposed to have a 6 year warranty. These hot water heaters have not been reliable. The company does not support the warranty of The Hot Water Heater.
Envirotemp 40 gal natural gas water heater - 11 months old and will not stay lit. All but 1 tech the warranty people sent me too will come out. I have to pay upfront and then be reimbursed from the warranty. I am getting no help with the warranty people. It is still under warranty, it replaced a 15 year old water heater that I did nothing to. This is garbage, and to take advantage of the elderly like this, will never buy anything to do with this brand again. Terrible treatment.
If I could rate the service of this company less than one star I would. This is the biggest crook of poo that I have EVER witnessed. We purchased our new hot water tank from Sears in Nov of 12 and have had nothing but issues since. The first one happened in Oct of 14 and every couple months since weve had something happen. Not every time do we call to talk to the warranty company because when we call in Oct of 15 (with another issue of it not staying lit) they gave us a how to light manual and said, When it goes out, try these things then call if there are still issues. So anyway, every couple months we call and they tell us to take something apart and clean it then relight and were good for a little bit but then the same stuff happens again. The last issue that occurred on 5.12.16. This is the one that has cost us the most. This time, we paid the contractor they send $169 to tell us they couldnt fix it and that we would be a WEEK without hot water. A WEEK, there is a 8-year-old boy living at my house and I would go a week as a 75-year-old women without hot water. This is ridiculous! As many times as we have had issues and yet again they are coming out to fix the same stuff that has been fixed before, we still are not permitted a new hot water tank. This is the worst warranty Ive ever experienced in my life and Ive seen some shady stuff. I will NEVER purchase another Whirlpool, especially if I know American Water Heater Company is attached in any way.
On 10/3/15 (a Saturday), my in WARRANTY, American Water Heater flooded my utility room in my home. When I called the 800 number on the side of the unit, I spoke with a Lee Anne. She told me that my unit was indeed under warranty and would be covered. I proceeded to ask Lee Anne what I was supposed to do to get my unit repaired and restore hot water to my home. I was instructed by American Water Heater to call a plumber and replace the unit and mail the invoice into American Water Heater and it would be taken care of. I did EXACTLY what American Water Heater told me and called a plumber who came to my house with a new water heater, when the plumber said that I would have to pay him for the unit and the service, I contacted Lee Anne again and she told me to send the invoice with their R number to a specific PO box in Johnson City, TN. After having the unit replaced, I received a invoice for $700.00 from the plumber. On Monday 10/6/15, I proceeded to do EXACTLY what American Water had told me to do and mailed the invoice with photos of the in Warranty product sticker of the defective water heater to the PO Box given. Not having heard from anyone at American Water Heater, I called on 10/19/15 and spoke with Cinnamon who promised to resolve it and get back to me. On 10/21/15, I contacted Paula who put me in contact with Kim ** who would look into it and get back to me. Kim has been in contact with the plumber that did the work at my home and Chris (a Team Lead) at American Water Heater. And the resolution is, they want to pay me $150.00 for a $700.00 invoice after following their EXACT instructions. That is why I am filing this complaint against American Water Heaters. When I questioned Kim as to who the CEO or CFO of American Water Heaters is, I was told she did not know. Model 62-40H-045DV, Serial #0950T402755
Since writing this report, the company has come in and changed our hot water tank out for a new one. We are very thankful for them doing so but it shouldnt have been such a battle. Crossing our fingers all goes well with the new one.
This water heater, American ProlineFlame Guard Model No. FG6140T403NOV, was in the house my wife and I bought 2 years ago. A couple of days ago, the pilot light went out, I started looking for the cause. After reading all the complaints about this product, I decided not to spend the first repair dollar on it. Instead I spent three hours of labor and $400 to get that beast out of our house. The replacement water heater had great reviews.
I had to replace my water heater because a worker from the local utility company kicked mine in, in a fit of rage. The utility company bought this POS from American Water Heater. The water heater that is already broken after a year and a half. I called the company and they said to call their authorized repair rep. After 3 hours on the phone, no-one showed up. I called and spoke to a supervisor at American Water Heaters and he said he would call the repair company. I told him good luck. Tomorrow will be a week with no hot water. I am tired of living in a third world country with no hot water! Made in America means nothing!
After going on internet and diagnosing the thermocouple on my American Water Heater as bad by testing the thermocouple with a meter, I then tried to replace the LEFT-THREADED thermocouple. I could not find the right one, so again I go on the internet and found that AWH used left-threaded thermocouple for three years before a class-action lawsuit stopped the practice. Until I went on the internet and found this information, I was unaware of it and had not received notification about the replacement kit. The website for AWH did have a phone number and they were very helpful when I called. Since the water heater was still under its 12-year warranty, they did supply the conversion kit for free; however, two-day delivery service did require my forking over $32.00 for shipping and handling, which I felt they should have paid since it was the design defect of the piece that caused a problem and was supposed to have been replaced as part of the lawsuit.Fortunately, I am rather handy at doing things myself, or else getting a plumber or gas technician to do the work for me would cost around $100.00, for which the company of course doesnt offer to pick up the bill. Hopefully when the parts arrive, it will prove to be as easy as the internet seems to make it sound to replace it, and I will have hot water again! If not, I will post again and let you know how displeased I am, and if the company resolved my problem with having to pay to have a plumber or gas technician to do the conversion for me.
I purchased the American Heat water heater less than two years ago. The water heater started going cold and then hot. After about three months of this, I called the company and told them what was going on. I was told to dismantle it and bring it in. I told them that I would either have to hire a plumber or an electrician to do this and then pay them again to put it back on after they had fixed it. I also told them that I was a recent burn victim and I had just spent six weeks in the burn unit and could not bring it in. The water just completely died this evening and I am out all this money for a brand new water heater.
Bought unit approximately 3 years ago, 40 gallon tank --SN1028T424934. Pilot kept going out and kept relighting until it would no longer relight. We called service 4 times past month and received a replacement unit with no thermo-coupler. Upon taking it apart, the rust and time taken found that the thermo-coupler was missing. We called service and replied that only the pilot was required. For a tank with 3 years’ service causing this much aggravation, we decided to buy a new tank from another company. What should’ve been done, a whole new burner unit, including thermo-coupler and pilot should have been send, since no labor was involved on their part.
We built new house in 2012. Within the first two weeks had to put an element in the thing and my builder took care of that. I should of had them put a new one in then. I installed three elements and two thermostats before realizing this thing had a 6 year warranty. So at 6 years years and 3 months no coverage. Now I am on my own. Nice. I truly liked the heater and the service it gave when it was not being repaired. Note to self... Never repair when its under warranty. They will not take care of it afterward... Probably wont but this brand for my replacement. Thanks.