Heat Transfer Products, Inc.

Mrs*** - I am sorry, but I was unaware of the troubles that you were facing with your current boiler. In consultation with the team here, we feel that the best course of action would be for you to have our combi boiler replaced by a competitor's product by the contractor of your choosing. You have clearly had a difficult time with our product and we have had some struggles in trying to technically solve the issues. We are willing to have a check sent to you in the amount of $to compensate you for the approximate value of that combi boiler. We will note the unit as no longer being under warranty on our end, and you can go in another direction. We are disappointed that we were not able to find a reliable technical solution after a number of attempts and as such we fully understand why you have lost faith in our product. We hope that you will be able to use the compensation that we are offering on a product that will provide you with the peace of mind that you were seeking. Sincerely,*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***PS Putting a piece of tape and a blanket around a defective durable jacket should be unacceptable FIX to you as a company If there is a known defect in your product, you should have a RECALL I hope this defect has been corrected with my new water heater I also believe that I should not have to pay for this new installation since I paid for the installation of this defective *** *** water heater once

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
Thank you for your response. The new parts for our heater were installed on 4/5/and it has functioned for five days now with no issues. However, we would like to have *** *** of *** *** Incto be paid for all parts and labor that have been incurred after the installation of this unit. We hope the unit will still be warrantied next heating season. Lets hope for all involved that the issues have been resolved for this unit and that we continue to have a good relationship with HTP. We have incurred large electricity bills due to running space heaters during the outage this winter and last. Any compensation that HTP could give us would be appreciated. It was nice to have someone acknowledge this issue and address it as we have been struggling with it for 1/years. We would like to have the clock re-set on the warranty as of the date it was most recently fixed- 4/5/18. Thank you for your time in this matter.
Regards,
*** ***

Revdex.com:
I have included my invoices as well as a photo of the installation sticker from Kiwi Plumbing in ***, CA for HTP reviewI can still get the original installation invoice if necessary but the unit would not have been operational until the LP conversion were completed.
Regards,
*** ***

Prior to this complaint being filed, HTP had been working with this customer's plumber and our distribution partner on how to address this. It had been previously determined that HTP would provide a replacement SSU-45 (whole tank) in this case as the jackets cannot be replaced and the
alternatives that we offer were not acceptable as this customer is very particular. This was communicated to our distribution partner and had been communicated to the plumber.Unfortunately it appears that the plumber was not able to communicate this to the customer in a timely manner resulting in this complaint being filed. There was a good amount of time lost in determining if the alternatives that we have would be an option. Over time they did not prove to be acceptable. As such, it has been decided to replace the whole product as a solution. HTP does not cover any of the associated labor costs as our product warranty is only for the tank itself.Sincerely,*** ***HTP Manager of Customer & Technical Services

Dear Ms. [redacted] -  I have reviewed the information that you provided.  We do have record of our tech talking with your contractor late in the day on the 27th of March.  Furthermore, we sent out the parts that were needed to correct the problem on the 28th as it was too late to send them on the 27th.  According to checking the [redacted] tracking number ([redacted]), the parts were received by your contractor at 3:14PM on Thursday March 29th.  Have they been in touch with you about getting the parts installed?  Have you reached out to them to see if they had the parts?  With your heat not functioning, I am surprised that they were not able to make you a priority and put the parts in last week, or very early this week.  If it would help, we could send a set of the parts to you directly if you would like to find someone else to install the parts.  It was not our goal in the prior messaging to pay you off.  Our thought was that this has been a bad experience and that we were willing to reimburse you for our product so that you could move to a similar product from another company.  We have had struggles getting our unit to work for you and we thought that this would be an opportunity for you to find something that you had more confidence in.  The comment about the warranty was simply that once you found a replacement you were comfortable with and had it replaced, there would be no more warranty on the HTP unit should the contractor try to reuse it.  I apologize if this was not how my message came across.  Sincerely,  [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
I recently complained about a business (Heat Transfer Products, Inc.), you presented the business with my complaint, they responded on 3/20/18 without a solution, I responded back to them that I was not satisfied with their response on 3/22/18.  Apparently, they responded back to me on the same day but I was never notified of their response.  I finally went on the website on 4/2/18 and saw their response.  I had gotten an e-mail that you were closing the issue as I had not responded.  Anyway, in the meantime, our fourth HTP furnace has broken and has been non-functional since 3/27/18.  I have attached a temperature log- we’ve been living with no heat for the last 9 days.  Our installer called HTP on 3/27/17 to trouble shoot the issue (none of us knew that HTP had responded to the complaint on 3/22 at the time).  They admitted to the plumber that this is a chronic issue with a valve and they were sending him a new mother board and valve to fix the issue.  It still hasn’t come in.  I feel HTP is being extremely unprofessional in how they deal with customers in resolving issues.  I do not accept that they wanted to pay me off and void my warranty for $2100.  I just want a functioning furnace.  Please see temperature log of my home which I have attached.  Thank you,  [redacted] Regards,
[redacted]

To whom it may concern,We have worked with this customer through our local representative firm [redacted].  This customer has had their combination boiler (heating and hot water) replaced twice due to issues with the product.  The first time, the replacement was performed by [redacted]...

Construction in the amount of $3500, which also covered numerous attempts to troubleshoot.  HTP issued reimbursement to our representative [redacted] to transfer down the distribution chain to [redacted]in 2016.  We have the credit provided to [redacted] to demonstrate that this was done.  We do not have control beyond that, so if the credit was passed to [redacted], and the customer was not reimbursed, that is out of our hands.The second time, the replacement was performed by [redacted] of [redacted] Heating.  We reached an agreement with [redacted] to send them on of our products at no cost to them as compensation for the labor.  Our representative [redacted] did not actually process this until about 2 weeks ago due to someone in their team not doing what needed to be done.At this point, we are not aware of any other outstanding requests for labor, for this customer, and we are also not aware of any additional issues with the latest boiler.  I also would like to make sure that it is clear that there is no labor portion to our product warranty.  The warranty only covers parts and the whole unit.  As such, HTP feels it has gone far above and beyond what we are required to do to satisfy this customer.Sincerely,[redacted]Manager of Customer ExperienceHTP Comfort Solutions LLC.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
At this time, my husband and I, have a furnace that only works randomly.  I came home yesterday after a long work day to a 52 degree house. WE  are the customer, not the contractors mentioned who installed units.  We have no faith in this product at this time because we are in our third winter of not having a reliable source of heat and the common denominator is the HTP product.  I would think that the vendor (HTP) would have more concern about providing a boiler that has been replaced multiple times for a customer and by different vendors and still is not fully functional.  This problem is not resolved and will not be until my husband and I have a heating system that works without fail for at least one season.  We purchased our home 11/6/15, two and a half years ago, with a new furnace and it still doesn't work properly.
Regards,
[redacted]

Dear Mr. [redacted],  I am sorry to hear about the problem that you have had with our product.  The Phoenix is a very successful product and the warranty starts upon the date of installation, not the date of manufacture.  It would not be fair to a consumer to do otherwise.  I am...

disappointed to hear that you plumber was given incorrect information with regards to this.  We would be willing to compensate you for the parts as it is a component that is unclear on whether it should be considered a part or a leak in the unit.  As far as the labor goes, our warranty does not cover labor.  Despite that, we would be willing to review your situation and consider providing you reimbursement outside of the warranty.  Can you please provide us with a copy of the invoices for this repair for us to review?  Would you also have a copy of the invoice / bill from the installation of the Phoenix?  Sincerely,[redacted]HTPManger of Customer and Technical Services

I have included my invoices as well as a photo of the installation sticker from [redacted] in Sausalito, CA for HTP review. I can still get the original installation invoice if necessary but the unit would not have been operational until the LP conversion were completed. 
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]