E & D Water Works, Inc.

Chronology of history-7/21/2011- a tankless water heater was installed in a circa 1900's home with a thick limestone foundation.  Location for installation was a best possible scenario with the basement window already having been closed with plywood.  Requested wall location would have...

added several hundred dollars to installation cost and possibly damaged the historic foundation wall.  The only service performed on the unit was on 2/28/2012.  A cracked casting for a union from the isolation valve was replaced at no charge.  The heater functioned with no recorded service complaints for another 5 yrs. and 11 mos.  On 6/22/2017 customer called to complain about no hot water or display on the unit.  A passing thunderstorm had caused a breaker to trip.  Walked customer thru the reset process over the phone.  On 6/26/2017 customer called to complain heater wasn't working consistently.  An onsite visit determined a temperature sensor was now damaged.  Repositioning of wires allowed the heater to work temporarily.  Factory was contacted to order a replacement sensor, not in part warranty.  Factory didn't send the part because our credit card on file had expired and they didn't follow thru to get a new one.  We assumed the heater was still working.  On 7/29/2017 customer called to report heater was working sporadically again after several thunderstorms had happened in previous weeks.  On 7/31/2017 customer called to report the heater wouldn't function at all.  Checking into the part location, discovery was made about the factory needing a new credit card.  Customer located another local contractor that had a used part in stock to temporarily restore hot water function.  Response to desired outcome-We accept fault that communication with the customer wasn't handled professionally between the period of discovering a damaged part and the lack of receiving the replacement part.  The customer has not paid for any service since the original installation of the heater.  Installation in customer's desired location would cause damage to the foundation.  Since the heater worked for the full 5 yr. warranty period with no reported service problems, no replacement or refund will be given.  Once storm damaged part is replaced, we expect the heater to function another 5 yrs. without changing installation location.Sincerely,[redacted], PresidentE&D Water Works, Inc.