Fast Water Heater Company

Hello again ***,I'm sorry that we didn't meet your expectations on getting this resolved for youHaving reviewed the emails in our ticketing system, I can say that we did not receive itIt's possible that your request wasn't processed correctly by the system - sometimes emails are caught by our spam filter and sometimes mail servers failThese things happen.I'm sorry that things didn't go as they normally would have but at the same time without receiving that contact we weren't able to follow up on getting the correction items addressed.Thank you,Jeanie S [redacted] Fast Water Heater

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 Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: You and your company claim that they did not receive my original phone call on 1-9-2018, or my fax sent on 1-10-or any of the emails that I sent to four different email addresses on three different occasions? Wow, that is really amazing The two different emails I sent to the very person you have as a contact on the paper work you gave me, Steve B at [email protected] considers emails with the subject line "Fast Job Failed Inspection Please Help" to be spam? Then when I contacted the Revdex.com on 1-19-it still took you until February 8, to contact me Did the Revdex.com email go to spam too? Fast Water Heater Company is not a company I will ever use again or recommend Sincerely, [redacted] ***

Sorry, forgot to respond to this oneWe did go out and correct the issue June 13th

Complaint: [redacted] I am rejecting this response because:Either this company is lying about the price they quoted my friend, [redacted] , or [redacted] is lying to me, which is doubtfulI've attached a screenshot of the water heater I ordered - you can see that the price is $Here is the email I received from ***:On Mon, Jun 19, at 9:AM, [redacted] < [redacted] > wrote:So I ordered one and they are installing tomorrowThey said it's a standard installation fee of $I will let you know the total when I get the bill$+ $= $I can understand additional costs, but you'll see on the invoice, which is also attached, that they simply list "water heater installed - $1199" with no explanation as to why it's nearly $more than the $it should have been, and then there are $worth of other itemized costs, for a total bill of $1641.Also contrary to what they have explained, they would not work with [redacted] or me at all [redacted] called them several times to complain about both the additional cost and the fact that they left the property with fixtures not working, and they would not help him at allThat is why I eventually contacted [redacted] to complain to themI assumed that FAST Water Heater Company would respond to [redacted] because they have a contract with them and probably don't want to lose that contract, and that assumption was correct [redacted] worked with me and the water heater company and eventually refunded the amount that was overchargedBut I want to reiterate here - I was only able to achieve that by working with [redacted] ***FAST Water Heater Company was unresponsive.I also want to reiterate that there are many reviews online about this company doing this to customersThat is the main reason why I am adamant about submitting this information to the Revdex.comIf I wasn't seeing so many complaints about this company, then I would assume that I just had a bad experience with them and I'd be happy with my refund, but that just isn't the caseThis company appears to be doing this type of thing oftenI don't know what your policy is about posting complaints from other people, so I won't post any here, but I am happy to provide copies of many reviews where customers have complained about this company overcharging themThose reviews are public domainI think it's fair that potential customers be made aware of how this company has performed for other customers in the past Sincerely, [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 Dear [redacted] This letter is to inform you that my complaint against Fast Water Heater Company has beenresolvedMy special discount of $was credited back to my American Express card.Thank you so much for your help Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: On 1-9-phoned and spoke to Fast Water Heater Co and was told to fax inspector failed info On 1-10-I faxed the inspector's info and a letter of explanation I heard nothing back On 1-14-per the "Customer Satisfaction" form from Fast Water Heater Cothat said to email or call Steve B if you are not "100% Satisfied," I emailed him the Fast Water Heater Work Authorization form, the Customer Satisfaction form, the Cities Inspector form with the fail details and the letter of explanation Heard nothing 1-17-emailed all of the info again to general manager with the same details (got this email from the yellow pages website), again heard nothing Then on 1-18-I again emailed all of the info to Steve B., the general manager, and David B, heard nothing back Filled complaint with Revdex.com on 1-19- Today, after weeks and days after my initial attempt to contact Faster Water Heater CoI heard from them After waiting way too long to have Fast Water Heater Co address this issue I had to hire a different contractor to come and fix Fast Water Heater Cowork The new contractor came and fixed the problem on January 29, and with the great work that they did the City Inspector passed the permit I had to pay $to have the work competed properly So I will give Fast Water Heater Company a big giant F- in customer service and contacting customers in a timely manner Maybe Fast Water Heate Company will reimburse me the $I had to pay someone else to complete their work Sincerely, [redacted] ***

Hello ***, I'm sorry that you had an unsatisfactory experience when you called us earlier this weekHopefully I can shed some light on our policies and address your concerns in regards to our practices here at Fast Water Heater Here at Fast, we are a Warranty Service Provider for several manufacturers of water heaters and we also offer extended nontransferable warranties on products that we install Generally speaking, most water heaters last 8-years and we find that it's ultimately not worth it to the homeowner to pay for the parts and repairs on water heaters that are over eight years old, as there is usually another repair needed in a short time span We will service water heaters over years old that are still under the original manufacturer's warranty if we are a Warranty Service Provider for that manufacturerWe will also provide service to water heaters that are over years old if they are under one of our extended warrantiesBecause we are not a Warranty Service Provider for AO Smith, we are not able to service manufacturer's warranties on their products I was able to locate the original installation record for your address at [redacted] (done on 9/10/07) and found that in addition to the original manufacturer's warranty a nontransferable year warranty was purchased through usWhen you spoke to us, you indicated that you purchased the home in It's possible that this paperwork is still attached to your water heaterIf so, you'll be able to find it in a plastic envelope that's taped to the tank of your water heaterThe paperwork does state that the warranty is only applicable to the original owner of the water heater and is not transferable to future owners of the home Because this warranty is not transferable and we are no longer a Warranty Service Provider for A.OSmith, our representatives suggested that you contact the manufacturer for assistanceA.OSmith would be able to determine if your water heater was still covered by their warranty and to help you locate someone who would be able to service your water heater After listening to the calls, I did notice that our representatives did not address the fact that this warranty is non-transferable to youI apologize that they didn't discuss this with you and will review this with themI understand that you are looking for some reimbursement for the expense of repairing your water heater, but as this was no longer under our warranty we are not able to do so I hope that I've helped to address your concerns in regards to our policy and am happy to answer any additional questions you may have Thank you, Jeanie S [redacted] Manager, Customer Service & Satisfaction Department Fast Water Heater Company

I have instructed my accounting department to issue the credit which should have been given I already spoke to Mr***, and he is happy with our resolution This matter is closed

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

On 3/we sent out our tech to service a water heater at *** *** ***, Mountain View, CA We charged the Customer $238, which covers the diagnostic fee of $and the labor fee of $to fix the tank On 4/we were called back out for the same problem Unfortunately, the
tank needed a whole assyinstead of the part we used, which normally fixes the problem 90% of the time Knowing that the part we used in the first visit did not work, I instructed our tech to waive the $return trip fee, to cover the $labor charge for the part that did not work We only charged the customer $to install the whole Pilot Assy., which normally cost $ We feel the $discount that we gave the customer is more than fair

I'm sorry that this issue wasn't addressed earlierI have reached out to Ms*** personally and left a voicemail advising her that we need a copy of the inspector's notice to proceedShe can email me a copy of the notice and I will be in touch once we've had a chance to review and make an action
plan - that usually takes 2-days.Thank you,Jeanie S***
Manager, Customer CareFast Water Heater Company

Hello ***,I reviewed your pricing complaints and here is what I found.The water heater itself was probably the $that you mention in the Home Depot storeThis price is for the water heater onlyWhen you called us we quoted you a package price of $1,that included the new water heater,
draining and removing your old water heater, new fittings, flex hoses, up to feet of drain, and labor for one technician to do a basic installation of the water heaterOur sales representative also advised you that a permit was required by the City of Half Moon BayHe quoted you $for the permit.In addition, he advised you that if there were additional items that needed to be addressed to ensure that your installation met code requirements you would be quoted for those on siteEvery installation is different and we're often not able to tell from talking to you on the phone what kind of work will be necessary.When our technician arrived on site he provided you with a written quotation of the work which broke out the package price, permit, and code-related items, and an access chargeHe presented you with this at the job site and you signed it and agreed to the charges.I've attached a copy of your signed paperwork.We fully disclosed all charges and what they were for in advance of performing the workWe will not be offering you a refund. Thank you, Jeanie S***

Complaint: ***I am rejecting this response because: I do not feel this was much of an apologyAt no time, did someone tell me that because our water heater was years old it would be worth our while to purchase a new hot water tankThat would be helpful informationIt also still does not make sense to me that you would not offer a warranty on an item that has a year warranty when it is only years oldAdditionally, I do not understand why your company would offer a warranty to a consumer that you are not able to service
I appreciate that the warranty is not transferrable and that is certainly understandableIt would have been helpful for one of your representatives to inform me of this policy, especially because I mentioned that I wasn't sure if the warranty would be transferrable as we did not purchase this item, but that it came with the house when we bought it
Certainly, your lack of knowledge on your customer service shed light on the fact that you offer warranties on items you will not and cannot serviceAnd you do not honor year warranties on year old itemsI do not believe that your company acts in a responsible and honest manner and I cannot condone your behavior or your bad business practice
Sincerely,*** ***

Dear Sir or Madam -
We take customer complaints very seriously, and do our best to address their concerns
After some investigation, I found that the first person who contacted us was *** ***, who is a neighbor of Mr***She was calling to make arrangements to install a new water
heater and stated that the owner was out of the country (specifically in China)
We quoted Ms*** our package installation for this type of water heater, which is $Our sales representative explained to Ms*** that there would be additional costs if there was more work required to bring the installation up to code
Once we got on site to do the installation, we did find some items that needed to be brought to codeWe advised Ms*** of those items and she signed off on it and paid us with her credit cardOur understanding was that Ms*** had the authority to make this decision
We also advised Ms*** that due to the age of the existing water heater (years) and the amount of sediment that had built up that there may be problems at some fixtures due to sediment that may be in the lines
Shortly after the installation was completed, we received some emails from Mr***, who was complaining about the price that we charged for the installationWe explained the pricing model to him (which had been agreed to by his representative) and he reached out to *** *** to complain about our pricing
It is our position that we provided accurate pricing, installation expectations, and information to the party who contacted us in regards to this installation and who was present for the installationWith that said, we wanted to address Mr***'s concerns about pricing so we worked with The *** *** to offer the customer a settlement
On July 12th, The *** *** extended a settlement to *** *** (who is the party who paid for the installation) for a refund of $This settlement was extended to Mr*** (not Mr***) because it was Mr*** who paid for the installation
The *** *** will be issuing a refund to Mr*** in that amount
We believe that this constitutes a good faith attempt to resolve this complaint and we ask that the Revdex.com accept this as resolution
Thank you,
Jeanie S***
Fast Water Heater
Customer Service Manager

The problem the customer was having was a warranty issue Unfortunately, this company went out of business so this customer felt we were still responsible for a warranty issue since the manufacturer went out of business We were able to obtain a new unit and replace her old one
This customer is happy and this issue is closed I followed up with an email yesterday and the customer responded that she is very happy

Hello Mr***, I've reviewed your complaint and your account historyOur records show that on 11/22/our service technician Rich went to the installation site address at *** *** *** *** and replaced a flex hose that was found to be faulty at the same time that he fixed an issue
with the earthquake strapsWe have an invoice and photos to support that we replaced that flex hose at that time.I listened to the phone call we received from your tenant on Friday January 5th During the course of the call your tenant stated that we had been out recently due to a leakShe described the situation at the home as "our water heater is leaking and it's under warranty"The tenant also told us that the water heater was functioning fine at that time and that they had hot waterIn fact the tenant asked us to schedule it for the following FridayBased on that, we scheduled the service call for Friday January 12th per the tenant's request.We then received a call on the 7th who then told us that we had been working with a nonfunctioning water heater and he described a complete loss of heat at the timeWe offered a service call for Tuesday as that was the earliest date that we hadWe understand that this was not an acceptable resolution at the time as your tenant was effectively without heat. We're sorry that we were not able to make it out to help you and your tenant in a more timely fashionThe unit that we had installed came with a year warranty on parts and tank and only year on labor, so the labor portion of any installation would not have been covered and we will not be able to reimburse you for labor for that reason. We will need some form of documentation before we can make a decision on whether to offer you a refund for the water heaterWe would base the amount of this refund on the current cost of the same unit at your local Home DepotIf you could forward a copy of the invoice from your installation on January 7th and a picture of the new installation I can review that and make a determination as to whether we will be able to reimburse you for a faulty water heater. Thank you,Jeanie S*Fast Water Heater Company

Complaint: [redacted]
I am rejecting this response because: You and your company claim that they did not receive my original phone call on 1-9-2018, or my fax sent on 1-10-2018 or any of the emails that I sent to four different email addresses on three different occasions?  Wow, that is really amazing.  The two different emails I sent to the very person you have as a contact on the paper work you gave me, Steve B at [email protected] considers emails with the subject line "Fast Job 100652 Failed Inspection Please Help" to be spam? Then when I contacted the Revdex.com on 1-19-2018 it still took you until February 8, 2018 to contact me.  Did the Revdex.com email go to spam too?  Fast Water Heater Company is not a company I will ever use again or recommend.
Sincerely,
[redacted]

Hello [redacted],
I'm sorry that you had an unsatisfactory experience when you called us earlier this week. Hopefully I can shed some light on our policies and address your concerns in regards to our practices here at Fast Water Heater.
Here at Fast, we are a Warranty Service Provider for...

several manufacturers of water heaters and we also offer extended nontransferable warranties on products that we install.
Generally speaking, most water heaters last 8-12 years and we find that it's ultimately not worth it to the homeowner to pay for the parts and repairs on water heaters that are over eight years old, as there is usually another repair needed in a short time span.
We will service water heaters over 8 years old that are still under the original manufacturer's warranty if we are a Warranty Service Provider for that manufacturer. We will also provide service to water heaters that are over 8 years old if they are under one of our extended warranties. Because we are not a Warranty Service Provider for AO Smith, we are not able to service manufacturer's warranties on their products.
I was able to locate the original installation record for your address at [redacted] (done on 9/10/07) and found that in addition to the original manufacturer's warranty a nontransferable 10 year warranty was purchased through us. When you spoke to us, you indicated that you purchased the home in 2010.
It's possible that this paperwork is still attached to your water heater. If so, you'll be able to find it in a plastic envelope that's taped to the tank of your water heater. The paperwork does state that the warranty is only applicable to the original owner of the water heater and is not transferable to future owners of the home.
Because this warranty is not transferable and we are no longer a Warranty Service Provider for A.O. Smith, our representatives suggested that you contact the manufacturer for assistance. A.O. Smith would be able to determine if your water heater was still covered by their warranty and to help you locate someone who would be able to service your water heater.
After listening to the calls, I did notice that our representatives did not address the fact that this warranty is non-transferable to you. I apologize that they didn't discuss this with you and will review this with them. I understand that you are looking for some reimbursement for the expense of repairing your water heater, but as this was no longer under our warranty we are not able to do so.
I hope that I've helped to address your concerns in regards to our policy and am happy to answer any additional questions you may have.
Thank you,
Jeanie S[redacted]
Manager, Customer Service & Satisfaction Department
Fast Water Heater Company

Every customer that calls for an installation over the phone is given a basic installation package price over the phone. The package includes the delivery of the new water heater, the removal and disposal of the old water heater, the installation and a few key parts that will be needed for the...

installation. i.e earthquake straps, flex hoses, gas flex hose etc.  During the time of the initial phone call we also tell the customer that additional charges may apply that are above the basic installation package.  These additional charges would be for additional safety or code upgrades are required. i.e the venting is in poor condition and must be replaced, the stand on the water heater is in bad shape and must be replaced. We cannot know if any additional charges will be needed until our technician does a full assessment of the installation.  Before we start with the installation the technician looks at the whole project and tells them the final price on what it will take for the installation to be installed and meet safety and code regulations.  At any time is the customer obligated to continue with the work needed.  They are also told this over the initial call which we record for monitoring reasons.  If the customer wishes for us to proceed we will collect payment and start the project.  If the customer wishes to get more estimates from other companies we give the customer and itemized estimate and show all the work that is needed along with the itemize prices. 
 
In closing the customer's allegations are false.  We have a phone recording on file that we can gladly send you that will show that we disclose all of this before the appointment is made.  We also have a written invoice that specifies the work needed and the individual cost.  In regards to the Home Depot saying that we have numerous complaints with their customers is also false.  We currently have a grading with Home Depot of 9.8 out of 10.  This is the average we receive from the Home Depot customers in the 7 years we have been in partnership with them. 
 
Please call me if you have any questions or would like a copy of the invoice and the initial recording. (323) 552-0624. 
 
Thank you.