Bradford White Corporation

Dear [redacted] ***, With this information we can properly research our records A formal response will be coming forthwithSincerely, Bradford White Corporation Mark *T [redacted] - BSME/LESrVice President Corporate Administration

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: AS you can see I have a working email address and can response fine to emails So, here are the facts: Bradford white failed to notify supplier and vendors who installed water heater of defect This has been a known problem as early as and hiding it from consumers and installers My Vendor who no longer carry because of quality issues stated if they would of known they would of notified clients of issue and my Water heater would of been exchanged outright at no cost if it was within the one year labor period Both their Distributor as well my vendor stated that modification to unit does not guarantee a fix Both state if it were their house they would demand a new unit which I have requested on multiple times THESE ARE THE SAME FOLKS THAT CARRY THE MANUFACTURER PRODUCT So if they would of legally notified the suppliers and vendors of their defects and recalled the units as they have a legal right too in the time period I would have already had a new unit and this would not have been an issue to begin with Yes, Bradford offered to pay for a vendor at their cost to make a modification to the unit I did supply my email as well unfavorably accepted their offer with the following conditions I requested a letter on their letter head clearly stating Bradford white is taking full responsibility as well all financial liability for their contractor hired and work performed to conduct modification of unit Also that full warranty is maintained and in the event the modification and/or failure of the unit they assume full responsibility of liabilities since they refuse to issue new unit and restricting this as their only solution contradictory to their stated warranty TO DATE, they have failed to provided agreed upon letter to date They also fully are aware they have a defective unit in this home with young children and have safety concerns as the defect is in regards to the Pressure Relief valve and leaking; a mandated government safety requirement they are trying to put a band aid on and shift liability of fix to their contracted vendor Wiht the solution they offered, the reason for the letter is I can see if something happened its the contractor fault for not properly modifying the unit and they will assume no responsibilities Both the contractor and Brandford White need to take full responsibilities as well liabilities if the unit fails I have been waiting for there promised email for over three weeks IN reviewing my emails, NO email have been sent nor any letter to my home address On 12/17/a third phone call was made and message left for request for letter as well service of the unit The operator refuses to connect me with a person but answering machine each time Email address provided to date was [redacted] No follow up by phone from company to verity I have received an email or letter either to date This unit is a liability to this company and wondering why they are not interested in resolving Also, they are willing to spend the same expense to send someone out to the house where they could easily swap out the defective water heater yet they will not replace it for that same service expense Again, their the supplier, vendor, and a third independent inspector I hired determined units are bad and needs to be replaced Now the unit is having water heating issues NO letter was sent or received at my address I found it funny they stated that because they were not provided my address by me This is terrible customer service and for a U.SManufacturer of products that individual rely on to work I look forward to a quick resolutionas it is the holidays and I still have a defective unit in my home that needs replacement Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Serial number is: [redacted] Model number: [redacted] The information in the manual that came with it is the problem as stated in the email which was answered by Matt E [redacted] of Bradford White Regards, [redacted] [email protected] 2:PM (minutes ago) to me Serial number is:LAModel number:MI40T6FBN The information in the manual that came with it is the problem as stated in the email which was answered by Matt E [redacted] of Bradford White

Dear [redacted] , Please see the e-mail from our technical support group: From: Dustin B [redacted] Sent: Friday, December 05, 2:PMTo: ' [redacted] 'Cc: Dustin B [redacted] Subject: Bradford White Water Heater repairs- Serial number [redacted] , Thank you again for your time and sharing your experienceWe again apologize for your frustration We, Bradford White Corporation, will authorize and sponsor costs associated with repair of your Bradford White Water Heater with serial number [redacted] It is our belief and consistent with our written and published Limited Residential Water Heater Warranty, that the water heater is able to be repaired, correcting the alleged manufacturing defect Said repair will not alter the integrity of the original equipment and will NOT impact nor compromise the Limited Water Heater Warranty as published I have also included a copy of the warranty for your reference Please let me know this is acceptable and I personally will coordinate the service provider for the repair Dustin B [redacted] Director Technical Services Bradford White Corporation The above is clearly reasonable and per Bradford White's service and warranty policy Please let me know if there are any questionsSincerely, Bradford White Corporation Mark *T [redacted] - BSME/LEED A-P SrVice President Corporate Administration [redacted] @ [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: As I have made clear, while I do understand that they have themselves covered by their warranty wording, I do not think that their stance fulfills the promise of a "warranty"- maybe they should change their wording to "we provide a non-warranty." They're clearly not standing behind their product and I don't feel like it should cost me anything to have a water heater replaced that breaks in under three years, when they say their water heaters are warrantied for yearsRegards, [redacted]

Dear [redacted] ***, Please have the consumer supply the serial number to the corresponding model number provided We can then adequately research our internal records and determine what next steps are availableSincerely, Bradford White Corporation Mark *T [redacted] - BSME/LESrVice President Corporate Administration

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: My plumbing contractor was shocked that the water heater failed so quickly [redacted] has installed many of these over the years and my water heater was one of very few he has seen fail after such a short time It appears that Bradford White would rather assume and blame the customers for not doing preventative maintenance or the contractor did not install it properly, than to even consider that the water heater installed less than years ago was defectiveLast year I replaced my AC unit The unit that the contractor installed had a bad coil I received a new AC installed at no additional charge Unlike Bradford White, this manufacturer recognized the issue and resolved it favorably for their customer This is my expectation when replacing such expensive and critical things in my home If the water heater was installed closer to the warranty expiration, I would not be so disappointed Although water heaters should last a heck of a lot longer And for the record I did communicate civilly I did not appreciate the condescending attitudeI did not need the supervisor to explain the ways of the world to me Regards, [redacted]

Dear [redacted] , We have repetitively offered to have a qualified service professional visit the home and assess the alleged defect at BWC's expenseTo date the consumer has not granted permission to gain access to the home/water heater BWC has also emailed the offer to the consumer without a response to date We are waiting on a response from the consumer to BWC's Technical Support Group in order to arrange service to correct this concern Upon our review of the installation and site resolution, we can then consider the merits of the previous expenses and propose and economic resolutionSincerely, Mark *T***-BSME/LESrVice President Corporate Administration [redacted] @ [redacted]

Dear [redacted] , We will need to have the serial number of the water heater discussed in this complaint in order to access the proper records to validate this concern Upon receiving this information, we can properly research and determine what if any action can be recommendedSincerely, Bradford White Corporation Mark *T [redacted] - BSME/LEED- AP SrVice President Corporate Administration

Dear Ms [redacted] , Upon further investigation, our Claims department (and not the Warranty Department) has been corresponding to Ms [redacted] Ms [redacted] has been advised that the original rating plate label must be turned in for any warranty considerationThe limited warranty clearly states that a warranty replacement water heater at Bradford White's option can be repaired or replaced with another Bradford White water heater Since Ms [redacted] chose not to have a Bradford White water heater installed, that provision of the limited warranty was violated The limited warranty also states that if the option to replace the unit is chosen, that no shipping or labor costs to install the replacement unit is covered However, since the logistics of the stated process would be difficult in this particular instance and as an accommodation, Bradford White will offer a one time reimbursement check of $(three hundred - sixty five dollars) for the water heater only, immediately after the original rating plate label has been received at our Ambler, PA facilityWe await the receipt of the original rating plate label (copies or photographs will not be accepted) Once received, the action plan noted above will be initiatedSincerely, Bradford White Corporation Mark AT [redacted] - BSME/LESrVice President Corporate Administration [redacted] Ambler, PA

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: It is not on Bradford white letterhead. Two does not state they will take full responsibility and maintain liability for work performed by contractor they are hiring to make modifiactions. It will not void warranty nor transfer liability to contractor. I will be happy to take next steps. our attorney has asked this request as I did from day one of offering to make modifications to unit. Also on letter. A statent Person signing has full authority on make statement onbehalf of company. I can see management saying this person did not have authority to make or was not correct about statent or maintaining warranty. Signed letter. Fax to. [redacted] or scan and email to [redacted] _ [redacted] . Also need statement they if modification performed does not work. That Bradford white will at their expense hire a contractor to replace unit at they cost. No more modifications. Full replacement Once this is received who will be contacting us to schedule repairs. Or please provide namr of contractor as well. Please note my family and I do not feel this is a safe and appropriate risk for a defective unit. Since you provide no other remedy until above is written as stated above we been advised not to allow a contractor in this house from Bradford White. Regards, [redacted]

We had a brand new Braford White gas water heater installed in On Father's Day less than years old the unit failed and on Sunday morning we awoke to find the tank was leaking and not workingThe pilot light was extinguished and water all over our basementWe called back the plumber who had originally installed the unit and he came out to assess the heater and determined it had failed and needed to be replacedWe had to pay extra for the weekend and emergency workI contacted Brafford White to assist with the repairs and too see if they would help me with the labor costs related to their failed unitGiven the circumstances I was hoping they would be a little more customer orientated and assist usThey were not so helpful and refused to offer any compensation beyond replacement of the unit and no helpful with the installation costsThis was clearly a failed unit and our previous unit lasted years (not a Braford White heater)I am leery of another Braford White unit but really had no choice since the plumber could only replace with the same in order to get warranty from Bradford WhiteThey are not as reputable as they claim and if the unit fails they are not a friendly or helpful company to deal withEverything is done through wholesalers and installers and the final consumer is not their main focusIts a model that gives them a buffer from the final consumer and not have to deal with providing decent customer service like the Box StoresI would stay away from Braford White and be wary about their lofty warranty claims my unit was supposed to be a year warranty and the unit failed within yearsIt is not a good product and after sale service is even worseThanks Braford White for ruining my Fathers Day weekend

Dear [redacted] , Waters heater service life varies dramatically based upon installation and geographical conditions Conditions such as water chemistry, operating temperatures, demand load/use patterns, supply power, water pressure, maintenance (lack of) and the use of water softeners can significantly affect the service life of a water heaterAny one of the conditions listed above or a combination there of, can have an adverse impact on the water heater Service life can also be greatly enhanced if regular maintenance is conducted on the water heater as noted on the last page of the installation and operating instructions shipped with the unitMonthly draining to remove any accumulated sediment and periodically (at least every two (2) years) inspecting the hot water outlet/anode assembly for sacrificial corrosion activity are minimum activities that should be conducted to prolong the life of your water heater I would recommend speaking to a plumbing contractor regarding a preventative maintenance program if the consumer feels uncomfortable performing these required maintenance activitiesRegarding the concerns on the cost of installation, the warranty covering our product is a Limited Warranty in accordance with Federal law Labor, freight and installation charges are specifically excluded from warranty coverage Bradford White does not charge for water heater installation and/or labor, nor do we derive income from installation and/or labor Please see the attached warranty document and retain for your recordsTherefore, Bradford White Corporation as fulfilled its obligation to the consumer by providing a no-charge water heater as a remedy for [redacted] prior warranty claim and the warranty on the second unit (the one in question) expired in However, as a one-time accommodation for [redacted] experience, I can offer a no charge year warranty upgrade for his new Bradford White water heater Upon accepting this accommodation, please provide the new water heater model and serial number and I will have the upgrade kit forwarded immediatelySincerely, Bradford White Corporation [redacted] SrVice President Corporate Administration

Dear Ms***,
Please have Mr*** provide a copy of his payment for the $restocking charge and Bradford White will reimburse him upon receiptSincerely,
Bradford White Corporation
Mark A
T***
SrVice President Corporate Administration

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I wasn't sure if I send the serial # to you or Bradford White. The serial # is *** ***Thank you,***
Regards,
*** ***

Dear *** ***,
We have investigated the *** claim and found the statements to be accurate We had a change in personnel and responsibilities at the time we were working with this customer and the file was misplaced We have since located the file and found that we
agreed to process this claim once the information from the customer was received We have confirmed receipt of the requested information and will be sending a release for a settlement Once the signed release is received, a check for $1,will be issued to the customerWe apologized for this oversight on our part and hope to expedite the settlement as quickly as possible We thank the customer for their patience and for bringing this matter to our attentionSincerely,
Bradford White Corporation
Mark *T*** - BSME/LESrVice President Corporate Administration
Ph: ###-###-####

Dear *** ***,
Bradford White will pay 1/of the invoices attached, approximately
$250.75, this is in addition to her original installation costs of $(an actual invoice and not a proposal as was previously attached) Also, the original rating plate from the Bradford White water heater must be
returned to my attention at my contact information noted below.m Upon receiving both documents requested, a settlement will be paid via check ($900.75) once the Bradford White water heater is replaced with a competitive brand.
I trust this will resolve this matter This is our final offerSincerely,
Mark *T*** - BSME/LESrVice President Corporate Administration
Bradford White Corporation
Talamore Drive
Ambler, PA

Dear Ms***,
This inquiry was forwarded to our warranty department and we have not been able to find a corresponding claim Please have the consumer provide the serial number for the water heater in question so we can verify warranty coverage and further research our
warranty consumer files Upon receiving this information, we can properly determine the next stepsSincerely,
Bradford White Corporation
Mark AT*** - BSME/LESrVice President Corporate Administration

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I was not aware that I had to provide proof that the water heater was defective and it is automatically assumed that preventative maintenance was not done. This company does not stand by its logo of built to be the best
Regards,
*** ***

Dear *** ***,,
As stated previously, *** *** obtained the full benefit of the Bradford White Corporation Warranty Regarding his concern for the time limits on the warranty, *** *** received a year warranty with his purchase of his original Bradford White water heater The replacement water heater (one the requires replacement during the original term of the warranty period) receives the remainder of the term of the original year warranty term only - it does not restart when the warranty replacement water heater Our policy and warranty language in no way implies there is a new warranty with the replacement water heater Specifically written in the BWC warranty document, "All replacement water heaters
and parts carry the balance of the original warranty, i.eif an
original (10) year tank warranted water heater develops a leak
due to defects in materials/workmanship after only (9) years,
the replacement unit is warranted for only the balance
remaining from the original (10) year warranty, or (1) year in
this example." Again, please review the attached warranty document for this information and example which is in compliance with Federal Law regarding limited warrantiesBased on *** *** response, I believe he did not replace his Bradford White water heater with another of BWC manufacture If that is the case, there is nothing more I can do If however, I misinterpreted *** *** comments, and his current water heater is a Bradford White, my offer of a year upgrade is still valid Also, I would highly recommend the maintenance program outlined in my previous response to protect his water heater investment regardless of the brand he presently has installedSincerely,
Bradford White Corporation
*** ** *** * ***
SrVice President Corporate Administration