Arco Iron Works Inc

Terrible product and don't stand behind their warrantyOnly want to sent me a replacement part instead of whole new unit Heater is only a few months old

Complaint: ***
I am rejecting this response because:This was not due to improper installation it all the wires were installed properly by a certified technicianFrom what was determined by my technician was the the unit over heated or had a part failure that caused the wires to over heat and burnAll the wires were overheated and melted due to the unit failing or pulling too much power, although it had the proper wiring and breakersThe failure within the system caused the wires to melt and almost catch the unit on fireWhen we called into EEmax they suggested we do some testing which we were unable to do since the system melted and burnt the wires Since this was on the weekend we had the installer install a new tank-less gas heaterThis unit was a defective unit with a lifetime warranty and would like to receive a full refund since we followed all the requirements per installation instructions to not void the warrantyWe only had this unit installed days when the unit failed.
Sincerely,
*** ***

Our technical staff reviewed your photos of the heater along with your comments. If the entire unit overheated or a part failed the resulting condition would not be a burned wire localized on the supply side of the electrical termination block. The only reasonable explanation for this failure from the evidence presented is a loose connection at the time of install. We are not able to offer any remedy to this situation due to improper wiring installation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
They say they are sending a new replacement4/1/
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The [redacted] Manufacturer’s Warranty policy for the product that you purchased is limited solely to the repair or replacement of the product.  However, this warranty does not cover improper installation.  The photos of the unit that were provided to us by you on January 9, 2018 clearly...

show a burnt wire from the electrical feed into the unit.  This is the 2nd wire from the right.  This failure is not the result of any defect of the water heater but it is consistent with an improperly secured wire at the time of installation by the electrician. Over time this loose connection will heat up and melt the electrician’s supplied incoming wire identical to what was shown in your photos.  Please see pages 10 & 11 of the Installation Instructions & Home Owner’s Manual that was supplied to you with your unit for details on our warranty policy. Unfortunately an improper installation is not covered as stipulated in Section 1 of the warranty policy.

I am sorry to hear that you had heating issues with your
EX190TC (Serial Number [redacted]).  The
normal procedure when a problem arises would be to contact our technical
support staff who would advise you as to the proper steps to be taken to remedy
the...

issue.
I understand that one of our technical support personnel
contacted you yesterday.  As per his instructions,
please send him a copy of your paid invoice and we will be happy to reimburse you
the purchase price of this heater.  In addition,
he will be sending you a Return Authorization label for you to return the
defective unit so we can investigate the heater failure when it arrives at our
facility.

[redacted] gladly honors its warranty as we have done twice for this customer by sending out replacement heaters.  The issue appears to be with serial number of the last replacement unit.  Upon reviewing our records of units sent to this customer, it was determined that they were of recent...

vintage.  Perhaps there was a digit missing in the serial number when it was conveyed to one of our staff.  If so this could account for the unit being perceived to be over 10 years old.  I would suggest that the customer call our tech support line and reference Case # [redacted] which contains the details of the case.  From there we will work with the customer to come up with a fair resolution.

After being notified of this situation, our technical support supervisor contacted [redacted] to obtain the details regarding the issue with the installation of our unit.  Based on the additional information received, Eemax will send a check to [redacted] in the amount of $125 for the...

additional plumber charges required to install the unit. We are sorry for any inconvenience that was experienced because of this issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The plumber after reading the findings of EEMAX has decided to forgive the invoice to replace the unitThank you for your prompt attention to this situation Sincerely  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The Eemax Limited Warranty covers leaks from manufacturing defects for a period of 5 years from the date of purchase.  We gladly honor this warranty as we did in the case by providing a brand new replacement heater.  It is important to note that this warranty does not cover labor....

 With regards to the second unit that was claimed to be defective after installation, we found that the plumber supplied adapter which was used to connect the outlet fitting was severely over tightened.  This caused the copper water tube inside the heater to shear which is consistent with the reason for return "Leaked from boss/chamber upon install."  This condition was not a manufacturing defect and is not covered under our warranty.  However, we replaced this unit anyway.   There will be no additional compensation for this unit.

Sorry for any inconvenience that you encountered with the performance of our product.  Can you provide the serial number of the unit so we can look up the details of what transpired in our case log.  Is the unit currently operational?Regards,[redacted]

Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID [redacted], and the serial number of the heater is [redacted].  After putting out $200 of my own money for an electrician to replace the faulty part, the unit works properly.  I have asked to be reimbursed for the $200 installation fee for the removal of the faulty part and to install the working part into the brand new unit.  The company Emax has yet to respond to my phone calls and request.
Sincerely,
[redacted]

I am sorry to hear that you had heating issues with your
EX190TC (Serial Number [redacted]).  The
normal procedure when a problem arises would be to contact our technical
support staff who would advise you as to the proper steps to be taken to remedy
the issue.
I understand that one of our...

technical support personnel
contacted you yesterday.  As per his instructions,
please send him a copy of your paid invoice and we will be happy to reimburse you
the purchase price of this heater.  In addition,
he will be sending you a Return Authorization label for you to return the
defective unit so we can investigate the heater failure when it arrives at our
facility.

EEmax warranty is a joke.
The unit came from factory defective and they don't not even consider replacing it.
Their only offer was to send replacement part. Customer is responsible to do the replacement.
Horrible product, warranty and service.
Note: Their distributor, [redacted] Plumbing Supply, also refused to take the unit back.

I have dealt with this company twice and both times have been a pleasure. These folks should write the book on customer service! Could not be happier with experience. Highly recommend their company. They also produce a very nice water heater unit that can be used downstream from the regular heater-not all units can be used that way. Once again will deal with them in the future if needed and not worry about a thing.

Sorry for any confusion that may have occurred regarding the $50 diagnostic fee.  It is customary in this type of case to troubleshoot the unit while it is still on the wall by our tech support group and provide the customer with the appropriate part(s) under warranty to repair the unit....

 If the unit is returned to us we charge a $50 diagnostic fee for the warranty repair.  In this case an order acknowledgement email was sent to [redacted] on 7/24/2017 stating that the there was a $50 charge for a "Diagnostic Fee."  In light of any misunderstanding that may have occurred between our tech support person and [redacted] we will be sending out a check for the $50 to [redacted]r at the address stated on the Customer Information.  Again, we apologize for any inconvenience this issue may have caused.

Eemax and EcoSmart are great companies to deal with. Their warranty and service is fantastic and they handle their customers with great care. The products they have are of the very best quality and preform perfectly.