AWHR (American Water Heater Rentals)

Complaint: ***
I am rejecting this response because: As of today, May 5, 2018, no one from AWHR has made any attempt to contact me. I am also continuing to try to contact them myself but cannot get any response
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have not been contacted by the company A subcontractor called and came to pick up the water heater but as of yet nothing has been done regarding confirmation of cancellation of the service or billing None of my many phone calls or messages have been returned If the company can confirm that my account is closed and that I owe no money then I will gladly accept
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: In June I was told that the balances were paid up to date However, two of my accounts are listed as being late in one months payments
Sincerely,
*** ***

February 7, Customer Relations Advocate Inquiry Services Representative Revdex.com *** *** *** *** *** Chicago, IL Ref: *** *** Dear Advocate, As we stated previously, this issue is being corrected. We cannot advise when they will perform a correction or if one will be needed The payment arrangements have been set up Regards, *** *** Escalated Special Handling

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, thus far I still await an inspection to be completed as of 3/25/for the water heater installed on 1/22/and was told
by the installer this could take anywhere from 1-months to happen which AWHR would arrange as they did not furnish me with the copy of the required permit Thank you
Sincerely,
*** ***

March 5, Customer Relations Advocate Inquiry Services Representative Revdex.com *** *** *** *** *** Chicago, IL Ref: *** ***
* Dear Advocate, We have received your and the customer’s request, and are in the process
of reinstating the customer’s account Regards, *** *** Escalated Special Handling

March 1, Customer Relations Advocate Inquiry Services Representative Revdex.com *** *** *** *** *** Chicago, IL Ref: *** *** Dear Advocate AWHR, LLC, (“AWHR”) received your correspondence regarding the complaint
referenced above (the “Complaint”) By way of background, AWHR offers various appliances, primarily water heaters, on a lease basis to customers in a variety of states, including Florida. In exchange for a monthly lease fee, the customer receives a new or like new appliance as well as around-the-clock access to our network of contractors who can repair or replace the appliance at no additional cost to the customer On Saturday February 25, 2017, at 8:35am, we received a request from the customer to file a repair claim for a leaking water heater Less than an hour later, the customer called back, upset that the technician tried to explain how to turn off the water heater, as he could not service until Monday We offered the customer the option to get his own technician The next day, the customer requested to cancel his agreementThere was an outstanding balance, which has now been addressed, and we are removing our old tank Please do not hesitate to contact me if you have any questions or need more information Regards, *** *** Escalated Special Handling Sincerely, *** *** DE Services HWA Claims Handling Manager ***
* Home Warranty of America/Direct Energy Protection Plans *** *** ***
*** ***
*** *** Email Disclaimer

Initial Business Response /* (1000, 5, 2015/10/16) */
October 16,
Esther Beltran
Inquiry Services Representative
Revdex.com
North Wabash, Suite
Chicago, IL
Ref: *** Complaint #: XXXXXXXX
Dear Ms***
AWHR, LLC, ("AWHR") received your
correspondence regarding the complaint referenced above (the "Complaint")
We have turned over the unit to Ms***, and she can do with it as she wishes
Please do not hesitate to contact me if you have any questions or need more information
Regards,
AWHR/Direct Energy
AWHR main XXX-XXX-XXXX
Fax XXX-XXX-XXXX

April 30, Customer Relations Advocate Inquiry Services Representative Revdex.com *** *** *** *** *** Chicago, IL Ref: *** *** Dear Advocate, In removing the unit, the coverage has been cancelled, with no balance on the account. We have again reached out to the customer to confirm Regards, *** *** Office of the President

September 19, *** *** Inquiry Services Representative Revdex.com *** *** *** *** ***
*** ** *** Ref: *** Complaint #: *** Dear Ms*** We are sorry the customer feels they were given a difficult time,
in reference to the refundWe have corrected the error, and are processing the refund Regards, *** *** Escalated Special Handling

May 3, Customer Relations Advocate Inquiry Services Representative Revdex.com *** *** *** *** *** Chicago, IL Ref: *** ***
* Dear Advocate, We have received your and the customer’s request, and spoke to the
customer directly to resolve the issue We apologize for any inconvenience to the customer Regards, *** *** Office of the President

May 4, Customer Relations Advocate Inquiry Services Representative Revdex.com *** *** *** *** *** Chicago, IL Ref: *** *** Dear Advocate, We attempted to reach out to the customer in mid-April, to advise the issue was addressed Their request has been addressed and the refund is in process Regards, *** *** Office of the President

August 16, Customer Relations Advocate Inquiry Services Representative Revdex.com *** *** *** *** *** Chicago, IL Ref: *** ***
Dear Advocate AWHR, LLC, (“AWHR”) received your correspondence regarding the
complaint referenced above (the “Complaint”) By way of background, AWHR offers various appliances, primarily water heaters, on a lease basis to customers in a variety of states, including Massachusetts. In exchange for a monthly lease fee, the customer receives a new or like new appliance as well as around-the-clock access to our network of contractors who can repair or replace the appliance at no additional cost to the customer The customer has not contacted our office to arrange servicing, until recently, and we have now scheduled service as of August 18, We have also contacted him, to provide a quote to resolve his service agreement, as requested, but he has not accepted our offer Please do not hesitate to contact me if you have any questions or need more information Regards, *** *** Office of the President

February 22, Customer Relations Advocate Inquiry Services Representative Revdex.com North Wabash, Suite 2006 Chicago, IL Ref: *** *** Dear Advocate, We are sorry for the clerical error that caused the
issue. The correction/removal is in process, as the customer has requested Regards, Carl *** Escalated Special Handling

July 11, *** *** Inquiry Services Representative Revdex.com *** *** *** *** ***
*** ** *** Ref: Pineau Complaint #: *** Dear Ms*** AWHR, LLC, (“AWHR”) received your correspondence regarding the
complaint referenced above (the “Complaint”) By way of background, AWHR offers various appliances, primarily water heaters, on a lease basis to customers in a variety of states, including Florida. In exchange for a monthly lease fee, the customer receives a new or like new appliance as well as around-the-clock access to our network of contractors who can repair or replace the appliance at no additional cost to the customer There was a clerical error on the customer’s accounts(three contracts in the same property) that was fixed in early JuneThis issue has been resolved Please do not hesitate to contact me if you have any questions or need more information Regards, *** *** Escalated Special Handling

Complaint: ***
I am rejecting this response because:While I am not flat out rejecting this response, I do need a little more time to resolve the issue I have a plumber coming out next week to assess the situation and I may no longer need the conversion burner that I have been renting if I do indeed need to replace the boiler.I do have a problem with the company's response to you While they claim to provide "around the clock access to a network of contractors" I had called their hotline on three separate occasions over a month and was never able to get them to send a contractor It wasn't until I reached out to the Revdex.com that I got a call back from AWHR Please keep in mind that the purpose of my calls was to alert them of a carbon monoxide leak in my home where I have two children and a pregnant wife How is this in any way acceptable?Yes, the company did reach out to me and offered to sell me the conversion burner for $300, which is what they told me the fair market value for the appliance I had asked them to credit me the monthly payments I have made so far in and Adam Peterson of AWHR was going to check with his supervisor, so the ball is in their court.I am asking for more time because there is a chance I will just replace the whole thing and be able to return the rental to AWHR.I'd like to thanks the Revdex.com for everything you have done thus far Within less than hours of me submitting my complaint, I had a call back from AWHR and a scheduled appointment for one of their contractors to come out
Sincerely,
*** ***

April 26, Customer Relations Advocate Inquiry Services Representative Revdex.com *** *** *** *** *** Chicago, IL Ref: *** *** Dear Advocate, We have received your and the customer’s request, and spoke to the
customer directly to resolve the issue We apologize for any inconvenience to the customer Regards, *** *** Office of the President

April 6, Customer Relations Advocate Inquiry Services Representative Revdex.com *** *** *** *** *** Chicago, IL Ref: *** *** Dear Advocate, We have received your and the customer’s request, and have sent the
check to the address on the system as of March 23, We apologize for any inconvenience to the customers Regards, *** *** Escalated Special Handling

April 27, Customer Relations Advocate Inquiry Services Representative Revdex.com *** *** *** *** *** Chicago, IL Ref: *** *** Dear Advocate, We have received your and the customer’s request, and spoke to the
customer directly to resolve the issue We apologize for any inconvenience to the customer Regards, *** *** Office of the President

April 27, 2018   Customer Relations Advocate Inquiry Services Representative Revdex.com [redacted]   Chicago, IL  60611   Ref: [redacted]   Dear Advocate,   We have received your and the customer’s request, and spoke to the...

customer directly to resolve the issue.   We apologize for any inconvenience to the customer.   Regards,     [redacted] Office of the President