They never transferred service to new owner when I sold my house after my wife died. I have been calling every month, 2 to 3 times, since September 2021 and told the new owner never contacted them. I spoke with the new owner and she sent me multiple emails she sent to AWHR requesting transfer, AWHR NEVER responded. Last straw, they sent me to collections for the cost of the water heater. They have a well deserved F from the BBB.
I see that they have earned a big fat "F" on the BBB and is well deserved. I purchase a home with a AWHR water heater, it had been paid off by the previous owners. I called them just to ask what the codes on the control box meant, they refused to talk to me, stating "If you are not currently leasing a water heater we will not tell you", he wanted me to pay for a service call to tell me what the codes meant. Just a poor company!
Make sure to read all the BBB complaints before using this service at https://www.bbb.org/us/il/lincolnshire/profile/water-heater-dealers/awhr-america...⇄ />
BIG F from me too.
Complaint: [redacted] I am rejecting this response because: It is not entirely true Yes, it has been corrected by AWHR but - #1- I had to contact them yet again to fix it - they never contacted me before or after I filed and complaint, or after I called them many times #- I paid the former company on October 1, before I was aware the contract was even being sold to another company #- they were billing me for hot water heaters and I only have one I have paid them for the ONE hot water heater for the only months I owed - January, February & March I do not need any further response I just wanted to state the correct facts for the record Sincerely, Jayne Johnson
July 13, [redacted] Inquiry Services Representative Revdex.com [redacted] Ref: Pineau Complaint #: [redacted] Dear Ms [redacted] The issue has been addressed Regards, [redacted] Escalated Special Handling
Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ October 16, Esther Beltran Inquiry Services Representative Revdex.com North Wabash, Suite Chicago, IL Ref: [redacted] Complaint #: XXXXXXXX Dear Ms [redacted] AWHR, LLC, ("AWHR") received your correspondence regarding the complaint referenced above (the "Complaint") We have turned over the unit to Ms [redacted] , 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
July 11, face="Times New Roman"> [redacted] Inquiry Services Representative Revdex.com [redacted] Ref: Pineau Complaint #: [redacted] Dear Ms [redacted] 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, [redacted] 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,
*** ***
My mother had used this service and she passed away in April I had paid on the account thru July when her house was sold After multiple phone calls and certified letters stating that there service was no longer needed, we are still being charged for this service even though we are longer at the residence We feel this is hurting our credit and don't know how to get them to quit invoicing us for a service we haven't had since July No one at this company seems to want to do anything about this situation Our next step I guess will have to be finding an attorney to handle this matter
Initial Business Response /* (1000, 5, 2015/03/31) */
Revdex.com Complaint Case# *** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)
message
*** *** Tue, Mar 31, at 4:PM
To: "***@chicago.Revdex.com.org"
Dear Ms***
Per the above
referenced complaint by Mr*** ***, he references three open permits on his Florida Property:
XXXXX *** RD
PLUMBING
XXXXXXXXXX
EXPIRED
HEATER REPLACE
03/04/
XXXXXXXXXXXXX
CONV:XXXXXXXXXXXXXXXXXX
XXXXX *** RD
GARAGE SALE
XXXXXXXXXX
EXPIRED
WATER HEATER
03/04/
XXXXXXXXXXXXX
CONV:XXXXXXXXXXXXXXXXXX
XXXXX *** RD
PLUMBING
XXXXXXXXXX
EXPIRED
GAS FITTING
01/20/
XXXXXXXXXXXXX
The first two permits were ordered years ago, and by the previous owner of his propertyThe third was opened approximately nine months after he acquired the home in April
AWHR had no relationship with this property prior to 2005, when the servicing of the water heater at that time was transferred to usThat unit, a *** P-40-38, was manufactured in and had no relationship with these permits
These 20+ year old permits have nothing to do with American Water Heater Rentals, and we would request you remove this complaint from our record with your Bureau
If you should decline to close this complaint (as these 20+ year old permits would be beyond the purview of both of our offices), please consider this our response to Mr***'s complaint
*** ***
AWHR Team Lead
***@awhr.com
XXX-XXX-XXXX
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
Initial Business Response /* (1000, 5, 2015/06/30) */
Per Mr*** complaint, he is correct in his statement that he assumed the contract of the previous owner of the rented water heater when he purchased the home to 'rehab and resell it'He paid the rental contract until February
But
we received no call from him in February, or at any time sinceWe have gone through our logs, and have had no calls from him since the December Contract assumptionAll we show is that he has stopped paying for the rental and is delinquent in his payments for the water heater that he is renting from our company
We have called him to address the issue and left messagesUnfortunately, we have received no responseWe can easily resolve his request, once we have spoken to him about the outstanding balance
Regards,
Our AWHR water heater came with our house when we bought it and had no problems for many yearsHowever, at the beginning of June it stopped workingIt took a week for a repairman to come out and fix itThe "fix" lasted two daysIt took another weeks to get someone to come back out and look at it again
The repair company was aware that we were NOT going to replace this with a new unit from AWHR but were going to install our own if it couldn't be repairedWhen they arrived for the second time, they claimed they forgot the part to fix it, but "just happened" to have new ones on their truckI told them to make an appointment to come and haul it away
It took another weeks and repeated calls for them to come and get itBy this time we had not had hot water for almost a monthThe worst part...today is September 12th and I got a bill in the mail from AWHR for two months for the water heater that hasn't been here since the end of June! I got a bill last month and called and they said not to worry about it, they would take care of itSame answer this timeBUYER BEWARE!!!!!!!!!
I spent countless hours calling AWHR and was put on hold then music to be told leave your name and number and a brief message, and no one called back.. But if you call the Buffalo office you will get a live person and and resolution. XXX-XXX-XXXX
Complaint: [redacted]
I am rejecting this response because: It is not entirely true. Yes, it has been corrected by AWHR but - #1- I had to contact them yet again to fix it - they never contacted me before or after I filed and...
complaint, or after I called them many times #2 - I paid the former company on October 1, before I was aware the contract was even being sold to another company #3 - they were billing me for 2 hot water heaters and I only have one. I have paid them for the ONE hot water heater for the only months I owed - January, February & March.
I do not need any further response. I just wanted to state the correct facts for the record
Sincerely,
Jayne Johnson
Initial Business Response /* (1000, 5, 2015/10/16) */
October 16, 2015
Esther Beltran
Inquiry Services Representative
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Ref: [redacted] Complaint #: XXXXXXXX
Dear Ms. [redacted]
AWHR, LLC, ("AWHR") received...
your correspondence regarding the complaint referenced above (the "Complaint").
We have turned over the unit to Ms. [redacted], 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
face="Times New Roman">
[redacted]
Inquiry Services Representative
Revdex.com
[redacted]
[redacted]
Ref: Pineau Complaint #: [redacted]
Dear Ms. [redacted]
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 June. This issue has been resolved.
Please do not hesitate to contact me if you have any questions or need more information.
Make sure to read all the BBB complaints before using this service at https://www.bbb.org/us/il/lincolnshire/profile/water-heater-dealers/awhr-america...⇄ />
BIG F from me too.
Complaint: [redacted] I am rejecting this response because: It is not entirely true Yes, it has been corrected by AWHR but - #1- I had to contact them yet again to fix it - they never contacted me before or after I filed and complaint, or after I called them many times #- I paid the former company on October 1, before I was aware the contract was even being sold to another company #- they were billing me for hot water heaters and I only have one I have paid them for the ONE hot water heater for the only months I owed - January, February & March I do not need any further response I just wanted to state the correct facts for the record Sincerely, Jayne Johnson
Initial Business Response / [redacted] (1000, 5, 2014/08/12) */
July 13, [redacted] Inquiry Services Representative Revdex.com [redacted] Ref: Pineau Complaint #: [redacted] Dear Ms [redacted] The issue has been addressed Regards, [redacted] Escalated Special Handling
Initial Business Response / [redacted] (1000, 5, 2015/10/16) */ October 16, Esther Beltran Inquiry Services Representative Revdex.com North Wabash, Suite Chicago, IL Ref: [redacted] Complaint #: XXXXXXXX Dear Ms [redacted] AWHR, LLC, ("AWHR") received your correspondence regarding the complaint referenced above (the "Complaint") We have turned over the unit to Ms [redacted] , 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
July 11, face="Times New Roman"> [redacted] Inquiry Services Representative Revdex.com [redacted] Ref: Pineau Complaint #: [redacted] Dear Ms [redacted] 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, [redacted] 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,
*** ***
My mother had used this service and she passed away in April I had paid on the account thru July when her house was sold After multiple phone calls and certified letters stating that there service was no longer needed, we are still being charged for this service even though we are longer at the residence We feel this is hurting our credit and don't know how to get them to quit invoicing us for a service we haven't had since July No one at this company seems to want to do anything about this situation Our next step I guess will have to be finding an attorney to handle this matter
Initial Business Response /* (1000, 5, 2015/03/31) */
Revdex.com Complaint Case# *** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)
message
*** *** Tue, Mar 31, at 4:PM
To: "***@chicago.Revdex.com.org"
Dear Ms***
Per the above
referenced complaint by Mr*** ***, he references three open permits on his Florida Property:
XXXXX *** RD
PLUMBING
XXXXXXXXXX
EXPIRED
HEATER REPLACE
03/04/
XXXXXXXXXXXXX
CONV:XXXXXXXXXXXXXXXXXX
XXXXX *** RD
GARAGE SALE
XXXXXXXXXX
EXPIRED
WATER HEATER
03/04/
XXXXXXXXXXXXX
CONV:XXXXXXXXXXXXXXXXXX
XXXXX *** RD
PLUMBING
XXXXXXXXXX
EXPIRED
GAS FITTING
01/20/
XXXXXXXXXXXXX
The first two permits were ordered years ago, and by the previous owner of his propertyThe third was opened approximately nine months after he acquired the home in April
AWHR had no relationship with this property prior to 2005, when the servicing of the water heater at that time was transferred to usThat unit, a *** P-40-38, was manufactured in and had no relationship with these permits
These 20+ year old permits have nothing to do with American Water Heater Rentals, and we would request you remove this complaint from our record with your Bureau
If you should decline to close this complaint (as these 20+ year old permits would be beyond the purview of both of our offices), please consider this our response to Mr***'s complaint
*** ***
AWHR Team Lead
***@awhr.com
XXX-XXX-XXXX
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
Initial Business Response /* (1000, 5, 2015/06/30) */
Per Mr*** complaint, he is correct in his statement that he assumed the contract of the previous owner of the rented water heater when he purchased the home to 'rehab and resell it'He paid the rental contract until February
But
we received no call from him in February, or at any time sinceWe have gone through our logs, and have had no calls from him since the December Contract assumptionAll we show is that he has stopped paying for the rental and is delinquent in his payments for the water heater that he is renting from our company
We have called him to address the issue and left messagesUnfortunately, we have received no responseWe can easily resolve his request, once we have spoken to him about the outstanding balance
Regards,
Our AWHR water heater came with our house when we bought it and had no problems for many yearsHowever, at the beginning of June it stopped workingIt took a week for a repairman to come out and fix itThe "fix" lasted two daysIt took another weeks to get someone to come back out and look at it again
The repair company was aware that we were NOT going to replace this with a new unit from AWHR but were going to install our own if it couldn't be repairedWhen they arrived for the second time, they claimed they forgot the part to fix it, but "just happened" to have new ones on their truckI told them to make an appointment to come and haul it away
It took another weeks and repeated calls for them to come and get itBy this time we had not had hot water for almost a monthThe worst part...today is September 12th and I got a bill in the mail from AWHR for two months for the water heater that hasn't been here since the end of June! I got a bill last month and called and they said not to worry about it, they would take care of itSame answer this timeBUYER BEWARE!!!!!!!!!
Initial Business Response /* (1000, 5, 2014/08/12) */
Initial Business Response /* (1000, 5, 2015/06/01) */
Dear Ms. [redacted]
Per the above referenced complaint by Ms. [redacted], we have contacted her directly and addressed her concerns.
Regards,
[redacted]
Sales Operations Supervisor
AWHR/Direct...
Energy
Direct XXX-XXX-XXXX
Cell Phone XXX-XXX-XXXX
AWHR main XXX-XXX-XXXX
Fax XXX-XXX-XXXX
[redacted]@awhr.com
I spent countless hours calling AWHR and was put on hold then music to be told leave your name and number and a brief message, and no one called back.. But if you call the Buffalo office you will get a live person and and resolution. XXX-XXX-XXXX
Complaint: [redacted]
I am rejecting this response because: It is not entirely true. Yes, it has been corrected by AWHR but - #1- I had to contact them yet again to fix it - they never contacted me before or after I filed and...
complaint, or after I called them many times #2 - I paid the former company on October 1, before I was aware the contract was even being sold to another company #3 - they were billing me for 2 hot water heaters and I only have one. I have paid them for the ONE hot water heater for the only months I owed - January, February & March.
I do not need any further response. I just wanted to state the correct facts for the record
Sincerely,
Jayne Johnson
July 13, 2016
[redacted]
Inquiry Services Representative
Revdex.com
[redacted]
[redacted]
Ref: Pineau Complaint #: [redacted]
Dear Ms. [redacted]
The issue has been addressed.
Regards,
[redacted]
Escalated Special Handling
Initial Business Response /* (1000, 5, 2015/10/16) */
October 16, 2015
Esther Beltran
Inquiry Services Representative
Revdex.com
330 North Wabash, Suite 2006
Chicago, IL 60611
Ref: [redacted] Complaint #: XXXXXXXX
Dear Ms. [redacted]
AWHR, LLC, ("AWHR") received...
your correspondence regarding the complaint referenced above (the "Complaint").
We have turned over the unit to Ms. [redacted], 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
July 11, 2016
face="Times New Roman">
[redacted]
Inquiry Services Representative
Revdex.com
[redacted]
[redacted]
Ref: Pineau Complaint #: [redacted]
Dear Ms. [redacted]
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 June. This issue has been resolved.
Please do not hesitate to contact me if you have any questions or need more information.
Regards,
[redacted]
Escalated Special Handling