Bradford White Corporation

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 I will accept the for the water heater that MrT*** has offered and I will fed ex the plate label tomorrow to arrive there on Monday to Mr T***s attention I also hope that I will not have to revisit this complaint in a month to collect the offered amount
Regards,
*** ***

Product is very poor and their customer service is worseBradford-White gives "American Made" a black eyeVery expensive and does not live up to their claims Bought their water heater late last summer and it broke down this weekLeaked gas from the control boxTook them days to get it fixedNo sense of urgencyTypical runaround from one customer service person to anotherThree days with no water heater is unacceptable but the lack of customer service is just a thumb in the eye as added insult

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 heater. Any 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 unit. Monthly 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 activities.
Regarding 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 records.
Therefore, 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 2013.  However, as a one-time accommodation for [redacted] experience, I can offer a no charge 10 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 immediately.
Sincerely,
Bradford White Corporation
 
[redacted]
Sr. Vice President Corporate Administration

[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: 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 6 years. Regards,
[redacted]

Dear [redacted] has spoken to both a warranty administrator and her supervisor and has been advised of our warranty policy.  She neither accepted the information provided nor communicated civilly.  For your information, I offer the...

following:
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 and
maintenance (lack of) can significantly affect the service life of a water
heater. Any 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 unit. Monthly draining to remove any accumulated sediment and annually
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 your plumbing contractor regarding a preventative maintenance
program.
Regarding 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 records.
Therefore, Bradford White Corporation as fulfilled its obligation to the consumer by providing a no-charge water heater as a remedy for [redacted]'s warranty claim.  No further accommodation will be considered.
Sincerely,
Bradford White Corporation
 
Mark *. T[redacted] - BSME/LEED-AP
Sr. Vice President Corporate Administration

Dear [redacted],
We have repetitively offered to have a qualified
service professional visit the home and assess the alleged defect at BWC's expense. To 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 resolution.
Sincerely,
Mark *. T[redacted]-BSME/LEED-AP
Sr. Vice President Corporate Administration
[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.  If you wish to send the payment directly to the installing company it is [redacted].  Thank you for the resolution.
Regards,
[redacted]

Dear [redacted],
With this information we can properly research our records.  A formal response will be coming forthwith.
Sincerely,
Bradford White Corporation
Mark *. T[redacted] - BSME/LEED-AP
Sr. Vice President Corporate Administration

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 if received within the next 14 days.  If the agreement has not been received I will pursue legal action.
Regards,
[redacted]

Dear [redacted],
We have reviewed the complaint from [redacted] and offer the following responses to her concerns:
1.)  Based upon our records (please see the 1st attachment), the water heater in question was a [redacted] model...

[redacted], serial number [redacted] (a February of 2009 manufacture).  This water heater was a replacement for a  previously warranted water heater claim that was processed in April of 2009 for a [redacted] model [redacted], serial number [redacted] (a February of 2005 manufacture).
2.)  The original warranty for the "BC" serial numbered water heater was 6 years beginning the date of installation in [redacted]s home.
3.)  If there is a warranty claim on a water heater within the warranty term (in this case, 6 years) a replacement water heater is offered at no charge for the water heater (labor is specifically excluded from warranty costs and is not eligible for reimbursement).  Please see the 2nd attachment, the [redacted] Warranty under the "What Does This Limited Warranty Not Cover?" under item 2. c) and specifically subsection ii.
4,)  Lastly, the warranty period is set from the installation of the original water heater installed and in this case 4/25/2005.  Therefore, the warranty would have expired 4/25/2005 (we do allow for approximately 3 months transit and warehousing time if the original installation date is not known as base on the serial number).  Hence the listing on the first attachment for the warranty expired date of "Jul 31,2011.  
To recap, there was a 6 year warranty on the original water heater installation (the "BC" serial numbered water heater).  The replacement water heater installed in April of 2009 (the "FB" serial numbered water heater) would was warranted for the remaining term left on the original water heater from April of 2005 thereby expiring between April and the listed date of Jul 31, 2011.  Please see the example listed in the box heading of (USA, Canada and Puerto Rico of the second attachment.  The section denoted with ** (the double asterisk) gives a scenario in which a warranty situation similar to [redacted]s is listed.
The water heater of concern in this claim did not have any warranty left in effect since Jul 31, 2011 and there will no further consideration for this claim.  Please contact me directly with any questions or concerns.
Sincerely,
[redacted] Corporation
Mark *. T[redacted] - BSME/LEED-AP
Sr. Vice President Corporate Administration
cc:  Revdex.com File

[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]

[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:
AS you can see I have a working email address and can response fine to emails.   So, here are the facts:
1.    Bradford white failed to notify supplier and vendors who installed water heater of defect.  This has been a known problem as early as 2012 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. 
2.    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 12/17/2014 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..
2.  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.S. Manufacturer of products that individual rely on to work.    I look forward to a quick resolution. as it is the holidays and I still have a defective unit in my home that needs replacement.
Regards,
[redacted]

Dear [redacted],
We have found this unit was properly credited to the distributor for the warranty claim.  We are working with the distributor and the contractor to have [redacted] reimbursed what he is entitled to per our warranty policies.  This should be resolved within...

the next few days.  Sorry for the delayed response but I feel we have a complete understanding of this situation and what the appropriate resolution should be.
Thanks for your patience,
Sincerely,
Bradford White Corporation
Mark *. T[redacted] - BSME/LEED-AP
Sr. Vice President Corporate Administration

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]
2:28 PM (5 minutes ago)
to me
Serial number is:LA33760425
Model 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],
I stand behind my previous response.  [redacted] offered no proof the water heater was defective or for the cause of the leak.  Our experience demonstrates that maintenance related deficiencies in the recommended and proper care of an installed water heater is the overwhelming reason for premature water heater replacement requirements.  Even though these non-performance deficiencies can be excluded from our product warranty program, we have allowed for [redacted]'s water heater to be replaced at no cost to her excluding labor, transportation or permitting costs.
Therefore and again, [redacted] received the full benefits she was entitled to under the terms and conditions of Bradford White's limited warranty.  No further consideration will be offered regarding this matter.
Sincerely,
Bradford White Corporation
Mark *. T[redacted] - BSME/LEED-AP
Sr. Vice President Corporate Administration

Dear [redacted],
Please see the e-mail from our technical support group:
From: Dustin B[redacted] Sent: Friday, December 05, 2014 2:43 PMTo: '[redacted]'Cc: Dustin B[redacted]Subject: Bradford White Water Heater repairs- Serial number [redacted],
Thank you again for your time
and sharing your experience. We 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 questions.
Sincerely,
Bradford White Corporation
Mark *. T[redacted] - BSME/LEED A-P
Sr. Vice 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 response. If 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 3 years ago was defective.
Last 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 attitude. I did not need the supervisor to explain the ways of the world to me. 
Regards,
[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...

available.
Sincerely,
Bradford White Corporation
Mark *. T[redacted] - BSME/LEED-AP
Sr. Vice 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 consideration.
The 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 $365.00 (three hundred - sixty five dollars) for the water heater only, immediately after the original rating plate label has been received at our Ambler, PA facility.
We 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 initiated.
Sincerely,
Bradford White Corporation
Mark A. T[redacted] - BSME/LEED-AP
Sr. Vice President Corporate Administration
[redacted]
Ambler, PA  19002

Dear [redacted],
Please have the homeowner provide the serial number for the unit noted.  We have had design changes to the valve of concern and need to verify and understand the interation being discussed.
Sincerely,
Bradford...

White Corporation
Mark * T[redacted] - BSME/LEED-AP
Sr. VP Corporate Administration