Aqua-Hot Heating Systems Inc

Complaint: ***
I am rejecting this response because:First off the rear of the unit was not accessible to be hit or bent. This unit made loud noises and failed on my very first trip. I was without heat in degree weather for several days. Aqua Hot finally got involved and walked me through testing a couple things. I used a phone to photograph the unit. I sent Aqua Hot the photos over a year ago and told them I was concerned about the read looking burnt and corroded. I would steer anyone that ever asked me away from this company. They should have engaged me back then. The only reason *** paid is I forwarded the email with dates, pictures, and showing it went to aqua hot when I first had the ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because:First off the rear of the unit was not accessible to be hit or bent.? This unit made loud noises and failed on my very first trip.? I was without heat in degree weather for several days.? Aqua Hot finally got involved and walked me through testing a couple things.? I used a phone to photograph the unit.? I sent Aqua Hot the photos over a year ago and told them I was concerned about the read looking burnt and corroded.? I would steer anyone that ever asked me away from this company.? They should have engaged me back then.? The only reason *** paid is I forwarded the email with dates, pictures, and showing it went to aqua hot when I first had the ***?
Regards,
*** ***

In response to follow up on complaint ID ***, *** A *** As stated in our last response “something” fractured the copper tubing in Mr***’s unit, This is not something that we can find will just happen on its ownSome outside force would have to be applied to damage that jointWe are sorry to hear that Mr*** was not satisfied with our inspection results, However the repaired unit was ? delivered on March 17th to his servicing dealer *** *** *** *** *** and paid for by his *** builder *** *** Unfortunately the damage to the copper was not fully evident in the photos and video we were providedBut this damage was evident once the unit was received here at our facilityThe joint in question is accessible and in fact is located on the side of the Aqua Hot unit that IS accessible outside of our housing and not within the service cover, this side of an Aqua Hot heater is manufactured in this way so the water connection can be made and the mixing valve is accessiblePlease let us know if we can provide any more detail and do not hesitate to contact us If you have any additional questions, or we can provide any more information please do not hesitate to contact usSincerely, Mark D*** OEM Account Manager Aqua-Hot Heating Systems, Inc Miller Drive | Frederick, CO ** *** *** * ** ***
*** | www.aquahot.com Tracey V*** Customer Service Manager Aqua-Hot Heating Systems, Inc Miller Drive | Frederick, CO ** *** *** * ** ***
*** *** * ** ***
*** | www.aquahot.com

from: Tracey V[redacted] <[redacted]>to: "[email protected]" <[email protected]>cc: [redacted] <[redacted]>date:
class="Apple-tab-span"> Tue, Mar 15, 2016 at 11:13 AMsubject: Complaint ID [redacted] – Thank you for discussing complaint ID [redacted], with me today. Per your request, following is an outline of events: February 2, 2016               National Indoor Storage & Service contacted Aqua-Hot regarding a tank leak                                                Aqua-Hot opened CAS 14879 February 10, 2016            Received video showing tank leak from [redacted]. Aqua-Hot requested the unit be sent in for inspection and repair. February 17, 2016            Mr. [redacted]’s unit was received by Aqua-Hot for inspection and repair. February 25, 2016            Aqua-Hot notified [redacted] that the Aqua-Hot production department inspected unit. Found the copper tubing was kinked and the solder joint at tank was fractured due to some type of impact or jarring of tempering valve assembly, therefore this is not a warranty issue.  Notified National Indoor Storage that Aqua-Hot would be able to fix the heater butthe customer would have to pay for the repair.  We attached a quote for the repair and the pictures which showed the kinked tubing.February 26, 2016            Aqua-Hot was contacted by [redacted] to discuss the unit damage.March 8, 2016                    [redacted] agreed to pay the repair charges for Mr. [redacted]’s unit. Unit went through repair process.March 15, 2016                  Unit is repaired and ready to ship back to National Indoor Storage & Service.If you have any additional questions, please feel free to let me know. Sincerely,Tracey Tracey V[redacted]Customer Service ManagerAqua-Hot Heating Systems, Inc7501 Miller Drive | Frederick, CO 80504[redacted] | www.aquahot.com

In response to follow up on complaint ID [redacted] A [redacted] As stated in our last response “something” fractured the copper tubing in Mr. [redacted]’s unit, This is not something that we can find will just happen on its own. Some outside force would have to be applied to damage that joint. We are sorry to hear that Mr. [redacted] was not satisfied with our inspection results, However the repaired unit was  delivered on March 17th 2016 to his servicing dealer [redacted] and paid for by his [redacted] builder [redacted]. Unfortunately the damage to the copper was not fully evident in the photos and video we were provided. But this damage was evident once the unit was received here at our facility. The joint in question is accessible and in fact is located on the side of the Aqua Hot unit that IS accessible outside of our housing and not within the service cover, this side of an Aqua Hot heater is manufactured in this way so the water connection can be made and the mixing valve is accessible. Please let us know if we can provide any more detail and do not hesitate to contact us. If you have any additional questions, or we can provide any more information please do not hesitate to contact us.Sincerely, Mark D[redacted] OEM Account Manager Aqua-Hot Heating Systems, Inc 7501 Miller Drive | Frederick, CO 80504 [redacted] [redacted] | www.aquahot.com Tracey V[redacted] Customer Service Manager Aqua-Hot Heating Systems, Inc 7501 Miller Drive | Frederick, CO 80504 [redacted] [redacted] [redacted] | www.aquahot.com

In response to follow up on complaint ID [redacted] A [redacted] As stated in our last response “something” fractured the copper tubing in Mr. [redacted]’s unit, This is not something that we can find will just happen on its own. Some outside force would have to be applied to damage that joint. We are sorry to hear that Mr. [redacted] was not satisfied with our inspection results, However the repaired unit was  delivered on March 17th 2016 to his servicing dealer [redacted] and paid for by his [redacted] builder [redacted]. Unfortunately the damage to the copper was not fully evident in the photos and video we were provided. But this damage was evident once the unit was received here at our facility. The joint in question is accessible and in fact is located on the side of the Aqua Hot unit that IS accessible outside of our housing and not within the service cover, this side of an Aqua Hot heater is manufactured in this way so the water connection can be made and the mixing valve is accessible. Please let us know if we can provide any more detail and do not hesitate to contact us. If you have any additional questions, or we can provide any more information please do not hesitate to contact us. Sincerely, Mark D[redacted] OEM Account Manager Aqua-Hot Heating Systems, Inc 7501 Miller Drive | Frederick, CO 80504 [redacted] | www.aquahot.com Tracey V[redacted] Customer Service Manager Aqua-Hot Heating Systems, Inc 7501 Miller Drive | Frederick, CO 80504 [redacted] | www.aquahot.com

Complaint: [redacted]
I am rejecting this response because:
First off the rear of the unit was not accessible to be hit or bent.  This unit made loud noises and failed on my very first trip.  I was without heat in 20 degree weather for several days.  Aqua Hot finally got involved and walked me through testing a couple things.  I used a phone to photograph the unit.  I sent Aqua Hot the photos over a year ago and told them I was concerned about the read looking burnt and corroded.  I would steer anyone that ever asked me away from this company.  They should have engaged me back then.  The only reason [redacted] paid is I forwarded the email with dates, pictures, and showing it went to aqua hot when I first had the [redacted].  
Regards,
[redacted]