Bradford White Corporation

[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:
The original water failed within the warranty period.  It was replaced.  Wasn't the replacement heater of like quality or was it an inferior product.  If the water heater failed while under warranty, it should have been replaced with a like product.  Why would a company replace the original water with one that is not warranted   Is it an inferior product.  What is the time frame the company believes is fair when they replace a product that was warranted?  I do not understand why a product that fails is not replaced with a like product.
Regards,
[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...

recommended.
Sincerely,
Bradford White Corporation
Mark *. T[redacted] - BSME/LEED- AP
Sr. Vice President Corporate Administration

Review: [redacted]

I am the home owner of the home at [redacted] My home was a new build. I purchased it from:

[redacted], [redacted]

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The sale of my home was completed August 26, 2010, as a new construction.

I had problems with my original water heater on or about May 20, 2012. The pilot light would not stay on.

I had two plumbing services come out. Both of which stated that the pilot was bad and it needed replacing.

I contacted Bradford and White Customer Service and they said that the labor was not under warranty but the parts were. They stated that all I had to do was find a dealer who sold their products, take them the old parts and they would give me the new ones.

I contacted [redacted], [redacted], in [redacted] Texas. [redacted]

###-###-####

They stated they could not find a pilot assembly. So they said they would exchange and old water heater for a new one. Which they did on May 26,2012.

The order /invoice # on the [redacted] invoice is [redacted]. The serial number on the old Water Heater is [redacted].

The order/invoice # on the [redacted] exchange is [redacted]. The serial number on the new Water Heater is JA16058289.

I had a professional Plumber Service put the water heater in. They charged $350/ invoice # 1895.

On July 13, 2013. The hot water would not come on. I went to check the water heater and I followed the instructions on how to re-light the pilot. After several tries the pilot would not stay lit. I checked the gas on my stove. I did not have a problem with my gas supply.

The next day I went back to the water heater and I tried it again. The pilot light would not stay lit. This is the same problem I had with the first water heater the first time, a little over a year ago.

I got the serial number of the original water heater [redacted] as you requested.

I have several issues with Bradford and White.

The first being. That when I needed a part to be replaced. There supplier did not have the part. So he issued a new Water Heater. I paid, more to get the new Water Heater installed because I thought that this would insure that I had no feature problems for a reasonable amount of time. That was my reasonable expectation. Now, I have a new hot water heater with the same problem in just over a year. I hold the manufacture responsible because, their product did not meet a reasonable expectation of use.

It is not reasonable to keep replacing this water heater every year for the same issue. This is the second time I have had to replace this water heater.Desired Settlement: This is the second water heater that I have had go out in less than three years. I want a upgrade in water heaters and I and want the installation to be paid by the manufacturer considering I have already replaced this water heater June 5, 2012, and I paid for the last replacement.

Business

Response:

Dear **. [redacted],

Review: On 12/14/14 my bradford white water heater began to leak, which is under warranty until 9/30/15 . It leaked all over my house and destroyed 90% of my laminant flooring. On 12/15/14 I called bradford white to initiate a claim for the water heater, I was told by their customer service that because of the damage I would have to call my homeowners insurance company, which I did. My home owners did not cover the water heater but they did cover the damages to my floor. The next day I hired a contractor to replace my water heater. During this time my agent from my homeowners insurance tried to get a claim going for me for the hot water heater, it took her almost a week to get someone to call her back. She gave me the name Leora B[redacted], who I corresponded with a few times with via email until she told me that I would have to "bring the water heater back to them" to have it inspected. I told them if they want it back they can come and get it from my driveway as it was sitting outside for about two weeks at the time. She then referred me to Christopher M[redacted], which I also had a few emails with. Our last email he stated that if I could produce the original receipt for the purchase of the BW water heater that he would reimburse me for that. However in previous emails to him I told him that the water heater was in the house when I purchased it in 2011 and I did not have the purchase receipt only the warranty information. He also told me at that time, that he needed the rating plate from the side of the heater. I did get the rating plate and emailed him back and have yet to hear back from him.Desired Settlement: I believe that since their product caused about $4000 of damage to my home and that I was told by their representative that I could get a refund for the water heater, that they should refund me the cost of the water heater.

Business

Response:

Dear Ms. [redacted],

We had a brand new Braford White gas water heater installed in 2012. On Father's Day 2015 less than 3 years old the unit failed and on Sunday morning we awoke to find the tank was leaking and not working. The pilot light was extinguished and water all over our basement.
We 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 replaced. We had to pay extra for the weekend and emergency work.
I contacted Brafford White to assist with the repairs and too see if they would help me with the labor costs related to their failed unit. Given the circumstances I was hoping they would be a little more customer orientated and assist us. They were not so helpful and refused to offer any compensation beyond replacement of the unit and no helpful with the installation costs.
This was clearly a failed unit and our previous unit lasted 12 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 White.
They are not as reputable as they claim and if the unit fails they are not a friendly or helpful company to deal with. Everything is done through wholesalers and installers and the final consumer is not their main focus.
Its a model that gives them a buffer from the final consumer and not have to deal with providing decent customer service like the Box Stores.
I would stay away from Braford White and be wary about their lofty warranty claims my unit was supposed to be a 10 year warranty and the unit failed within 3 years. It is not a good product and after sale service is even worse.
Thanks Braford White for ruining my Fathers Day weekend.

Review: I purchased a Bradford White Water Heater, Model [redacted]; Serial No. [redacted] from [redacted] who buys from the manufacturer, Bradford. [redacted] installed the heater which has a six year warranty. The water heater was installed from Bradford in October of 2011 and is defective. It leaked and did significant damage to our basement and belongings. I initially contacted [redacted] who told me to speak to Bradford. I spoke to someone named [redacted] there in customer service who basically told me not to waste my time trying to get this straightened out. [redacted] said installation costs for a replacement heater is over $400.00. My mother is 91 and does not have that kind of money. We paid $1000.00 for this heater because we were told it was a good heater and that we should have no proble** and if we did, we have a warranty. I was so upset with Bradford that I told them I would report them to you and the Illinois Attorney General and they said they do not care. These people should be sued. I will take this as far as necessary to get justice. I would never purchase another product from them. The public should be made aware of their products and the idea they refuse to stand behind them. Now, we have thousands of dollars of damage as a result of their faulty heater. Bradford will have to be held responsible for selling defective paroducts and refusing to remedy the situation. We should not have to pay for anything on this.Desired Settlement: We want a replacement of this defective product along with Bradford paying for the installation costs. Bradford should pay extra in addition to this for damage done to our basement and belongings. I want justice. The public will be made aware of this if they refuse to help us.

Business

Response:

Dear **. [redacted],

I acknowledge receipt of this matter. We are investigating internally and will respond early next week.

Thanks for your patience,

Sincerely,

Sr. VP Corporate Administration

Business

Response:

Dear **. [redacted],

Review: July 12th 2013, while my family was out of town, a Bradford White Hot Water Heater experienced a "Product Failure" and flooded my home for 36-48 hours. At the time of this incident this product was still under warrantly. I have made over a dozen Warranty inquiries to [redacted] and as of today Sept. 3rd, [redacted] nor any other Bradford White rep. have contacted me.

As of this letter my family of 6 is still living in a one bedroom apartment repairing the damage caused by the failed Bradford White Hot Water Heater. Our expected move in date is Sept 14th, 2013Desired Settlement: Bradford White needs to pay for the non-structural losses (moving costs, storage costs, lost contents costs, and additional living expenses.

Business

Response:

Dear **. [redacted],

Our **. [redacted]

has finally connected with **. [redacted] after several attempts over the last few

weeks (many voicemails going back and forth). We understand **. [redacted]

has a claim regarding property damage caused by water. **. [redacted] claims

the water came from his Bradford White water heater. **. [redacted] also

informed Bradford White, that he does not have contents coverage for his home,

only structural coverage for damage and therefore had increased exposure on

this type of claim either of his own choice or not understanding the type of

coverage he was offered/purchased. Bradford White's warranty explicitly

does not cover damage caused by water because of many issues, one of which is

location and the lack compensating for that location (Please see the attached link for BWC's warranty).

We are having **. [redacted]'s water heater returned to our facility in Michigan to verify the reason for any water that could escape from the unit. We will continue to communicate with **. [redacted] regarding his claims and will determine what, if anything, can be done to support him regarding this claim.

Sincerely,

[redacted] - Sr. VP Corporate Administration

Bradford White Corporation

Review: We had a Bradford White water heater installed and started having issues with the pilot going out from six months on. The company that installed it, came out and replaced several items, but the pilot still kept going out. I contacted Bradford White who then sent out their own rep to look into the issue. I had the installing company come out with them to go over all that they had done to rectify the problem. The rep said if it was him he would just replace the unit. Several weeks later I contacted the rep and he said Bradford White was not going to do anything about it because it was now out of warranty. We've had several additional bills accumulated because of trying to get the problem resolved. I've contacted Bradford White several times via phone and email, and have yet to get a reply. We still have problems with the pilot going out nearly on a weekly basis. Sometimes it takes up to 5 times to get it to re light. The problem should have been resolved way before now. They should have replaced the unit, and they have not replied.Desired Settlement: I would like a working water heater that does not have a pilot that goes out repeatedly. The unit should be replaced with a new warranty should any other issues arise. I would also like Bradford White to pay for the accumulated expenses that we have incurred to resolve the issue.

Business

Response:

Dear [redacted],