Response from Evan C [redacted] I understand being upset about spending over a thousand dollars and still not having any hot water after waiting for over a week The diagnostics on this unit was troublesomeThere is a series of tests that must be performed in order to diagnose the problem when they do not functionThe diagnostics of the electronics must be done firstIf the electronics check out then mechanical parts must be examined and that requires disassembly On July (hours) Norm tested the electronic controlsThat testing confirmed that the issue was a mechanical oneHe contacted Boshe tech support and the two of them determined that there was an issue with gas getting through the gas valveA new gas valve was ordered from the factory Time charged: hours On July (hour) the part arrived from the factoryWe scheduled to install it the same dayThe gas valve was installed and the water heater fired normallyIt was run through ignition cycles and was producing hot water at correct temperature On July 9th (Saturday) I received a phone call at home from Mrs [redacted] stating that the water heater had failed again and that she wanted somebody to come out ASAP to repair it as it should not fail after spending so muchI tried to explain to her that I would get a tech out to her house early Monday morning as there are no techs working on weekends or after hours(Our hours are posted on our website)She was upset, and I don't blame her but it was not due to our doing anything wronglyI did attempt to explain that we are not the manufacturer, or the cause of part failures - we are skilled technicians that are willing to do whatever needs to be done to get the appliance to work properlyWe charge by the hourWe are willing to spend as much time as needed to get through the diagnostics and repair sequences but we cannot warrant how the parts on a ten+ year water heater will perform after we leave On July 11th (hours) NOT CHARGED I dispatched Norm to the job early in the morning where he discovered that the gas valve had failed againAt that point he contacted the factoryBoshe technical support had him do a diagnostic on the heat exchanger to determine if there were any small combustion leaks that could be the cause of the gas valve failure (water can slowly condense over time from flue gasses and enter the gas valve)After a partial disassembly it was confirmed that the heat exchanger was responsible for the gas valve failures The recommendation at this point was to replace the unit as it was not under factory warranty To my knowledge, there was no alternative but to spend the time to figure this outThe heat exchanger problem was hidden, and could only be diagnosed if the unit had run long enough to create the condensate as a symptomWe had to order the part; i.ereplace the gas valve, have the unit in running condition for hours, before the primary issue affecting the gas valve could be discovered If anybody can show me how we have failed to do our part, I will gladly refund any moniesAny skilled HVAC technician would have had to go through the same time-consuming process as we did Unfortunately, this year old German tankless water heater had multiple issues that required parts to be ordered and time spent to arrive at the final solutionWe spent hours, charged for 3.0, charged travel on tripsI don't know what more we could have done Parts: $ Labor: $ Tax: $
Complaint: [redacted] I am rejecting this response because: Our complaint is based on the lack of communication about the possibility that $in parts and labor would be for nothing There was no discussion about the possibility that there may be more wrong with the machine that would require an entirely new system replacement In the company's response to the Revdex.com they say, “To my knowledge, there was no alternative but to spend the time to figure this outThe heat exchanger problem was hidden, and could only be diagnosed if the unit had run long enough to create the condensate as a symptomWe had to order the part; i.ereplace the gas valve, have the unit in running condition for hours, before the primary issue affecting the gas valve could be discovered.” The information that the repairs attempted on Friday were only exploratory was not communicated to us at any time In fact, the technician assured us that the machine was fixed However, on Saturday, after being informed that the machine was not working, the company owner told me the machine was "fixed" and that there was "no way to predict how long any particular machine would last." But by Monday, and in their response to the Revdex.com, they indicate that the heat exchanger had been broken all along and that an entirely new tankless system would be needed With the knowledge, both through phone calls from us and from their own technician, that the machine wasn’t repaired, they proceeded to charge us for the repair, and made it clear that the $already spent would not be applied to any further work or replacement In the end, the company failed to do its part to accurately address the problems with the machine, showed a lack of accountability and failed to act with transparency in dealing with us $was spent on a failed repair with no attempt made to act in good faith as a service provider By contacting a certified Bosch repair service, we were relying on a basic level of expertise or knowledge about Bosch Tankless machines, and a level of professionalism Sincerely, [redacted]
Unfortunately the design of your tankless machine necessitated getting it running to discover a secondary issueWe are not the manufacturer but a local service company that charges by the hour to work on these machinesWe spent the time necessary to diagnose the reason it did not fireHalf the cost was the fail gas valveThe heat exchanger could not be diagnosed until the gas valve was installed and showed symptoms of leakage after hours of operation We are not at fault hereIt was unfortunate it failed in such a manner that was so expensive to repair but there was no other option I am sorry it worked out that way but it was through no fault of ours
Response from Evan C [redacted] I understand being upset about spending over a thousand dollars and still not having any hot water after waiting for over a week The diagnostics on this unit was troublesomeThere is a series of tests that must be performed in order to diagnose the problem when they do not functionThe diagnostics of the electronics must be done firstIf the electronics check out then mechanical parts must be examined and that requires disassembly On July (hours) Norm tested the electronic controlsThat testing confirmed that the issue was a mechanical oneHe contacted Boshe tech support and the two of them determined that there was an issue with gas getting through the gas valveA new gas valve was ordered from the factory Time charged: hours On July (hour) the part arrived from the factoryWe scheduled to install it the same dayThe gas valve was installed and the water heater fired normallyIt was run through ignition cycles and was producing hot water at correct temperature On July 9th (Saturday) I received a phone call at home from Mrs [redacted] stating that the water heater had failed again and that she wanted somebody to come out ASAP to repair it as it should not fail after spending so muchI tried to explain to her that I would get a tech out to her house early Monday morning as there are no techs working on weekends or after hours(Our hours are posted on our website)She was upset, and I don't blame her but it was not due to our doing anything wronglyI did attempt to explain that we are not the manufacturer, or the cause of part failures - we are skilled technicians that are willing to do whatever needs to be done to get the appliance to work properlyWe charge by the hourWe are willing to spend as much time as needed to get through the diagnostics and repair sequences but we cannot warrant how the parts on a ten+ year water heater will perform after we leave On July 11th (hours) NOT CHARGED I dispatched Norm to the job early in the morning where he discovered that the gas valve had failed againAt that point he contacted the factoryBoshe technical support had him do a diagnostic on the heat exchanger to determine if there were any small combustion leaks that could be the cause of the gas valve failure (water can slowly condense over time from flue gasses and enter the gas valve)After a partial disassembly it was confirmed that the heat exchanger was responsible for the gas valve failures The recommendation at this point was to replace the unit as it was not under factory warranty To my knowledge, there was no alternative but to spend the time to figure this outThe heat exchanger problem was hidden, and could only be diagnosed if the unit had run long enough to create the condensate as a symptomWe had to order the part; i.ereplace the gas valve, have the unit in running condition for hours, before the primary issue affecting the gas valve could be discovered If anybody can show me how we have failed to do our part, I will gladly refund any moniesAny skilled HVAC technician would have had to go through the same time-consuming process as we did Unfortunately, this year old German tankless water heater had multiple issues that required parts to be ordered and time spent to arrive at the final solutionWe spent hours, charged for 3.0, charged travel on tripsI don't know what more we could have done Parts: $ Labor: $ Tax: $
Complaint: [redacted] I am rejecting this response because: Our complaint is based on the lack of communication about the possibility that $in parts and labor would be for nothing There was no discussion about the possibility that there may be more wrong with the machine that would require an entirely new system replacement In the company's response to the Revdex.com they say, “To my knowledge, there was no alternative but to spend the time to figure this outThe heat exchanger problem was hidden, and could only be diagnosed if the unit had run long enough to create the condensate as a symptomWe had to order the part; i.ereplace the gas valve, have the unit in running condition for hours, before the primary issue affecting the gas valve could be discovered.” The information that the repairs attempted on Friday were only exploratory was not communicated to us at any time In fact, the technician assured us that the machine was fixed However, on Saturday, after being informed that the machine was not working, the company owner told me the machine was "fixed" and that there was "no way to predict how long any particular machine would last." But by Monday, and in their response to the Revdex.com, they indicate that the heat exchanger had been broken all along and that an entirely new tankless system would be needed With the knowledge, both through phone calls from us and from their own technician, that the machine wasn’t repaired, they proceeded to charge us for the repair, and made it clear that the $already spent would not be applied to any further work or replacement In the end, the company failed to do its part to accurately address the problems with the machine, showed a lack of accountability and failed to act with transparency in dealing with us $was spent on a failed repair with no attempt made to act in good faith as a service provider By contacting a certified Bosch repair service, we were relying on a basic level of expertise or knowledge about Bosch Tankless machines, and a level of professionalism Sincerely, [redacted]
Unfortunately the design of your tankless machine necessitated getting it running to discover a secondary issueWe are not the manufacturer but a local service company that charges by the hour to work on these machinesWe spent the time necessary to diagnose the reason it did not fireHalf the cost was the fail gas valveThe heat exchanger could not be diagnosed until the gas valve was installed and showed symptoms of leakage after hours of operation We are not at fault hereIt was unfortunate it failed in such a manner that was so expensive to repair but there was no other option I am sorry it worked out that way but it was through no fault of ours