KGET-TV, Inc.

We sent service agents to the *** residence to diagnose any problems with the water heaterOutlet where the blower was plugged in was providing inconsistent powerTried another outlet and blower is goodWater heater working properly

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your
complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: As I have made clear, while I do understand that they have themselves covered by their warranty wording, I do not think that their stance fulfills the promise of a "warranty"- maybe they should change their wording to "we provide a non-warranty." They're clearly not standing behind their product and I don't feel like it should cost me anything to have a water heater replaced that breaks in under three years, when they say their water heaters are warrantied for years.
Regards,
*** ***

[A default letter is provided here which indicates
your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me if received within the next days.
If the agreement has not been received I will pursue legal action
Regards,
*** ***

The warranty with this product does
not cover costs associated with the replacement of the unitIt also doesn't cover costs for government mandated features required on the replacement water heater that were not found on the original productWe must respectfully decline any request for reimbursementWe've attached a copy of the warranty for reference

Dear *** ***,Please have the homeowner provide the serial number for the unit noted We have had design changes to the valve of concern and need to verify and understand the interation being discussed.Sincerely,Bradford White CorporationMark * T*** - BSME/LEED-APSrVP Corporate
Administration

Dear *** ***,We have found this unit was properly credited to the distributor for the warranty claim We are working with the distributor and the contractor to have *** *** reimbursed what he is entitled to per our warranty policies This should be resolved within the next few days
Sorry for the delayed response but I feel we have a complete understanding of this situation and what the appropriate resolution should be.Thanks for your patience,Sincerely,Bradford White CorporationMark *T*** - BSME/LEED-APSrVice President Corporate Administration

Labor and freight charges are specifically not covered under the scope of our limited warrantyWe must respectfully decline any request for reimbursement

Can *** *** please confirm the serial number of the subject water heater? We have no records of any warranty activity for the serial number provided.Please provide the invoices, and any other supporting information, for the service history of this water heater.Thank you

[A default letter is provided here which indicates your
acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We had an independent service agent visit the residence to inspect the water heater and the applicationA high pressure test was performed and the water heater did not leakIt was also determined that there is not an adequate supply of air for proper combustionThe water heater is not defective
Any performance issues are installation and/or site related

In order to further investigate this matter, we are asking that *** *** provide the serial number for the subject water heaterAlso, was another phone number used to call Bradford White? We have no records from the phone number that was provided.Thank you

Dear Ms***,Please have Mr*** provide a copy of his payment for the $restocking charge and Bradford White will reimburse him upon receipt.Sincerely,Bradford White CorporationMark AT***SrVice President Corporate Administration

Good afternoon, ***
***:Although we are sympathetic to *** *** situation, we can't make any type of decision until we receive some documentation from herIt's noted that *** Mechanical serviced both water heaters at the residenceThere has to be an invoice/service record from when this work was performedPlease advise *** *** that we are requesting the invoice(s) from when *** visited the residence for service, not invoices for when the water heaters were installed

Dear *** ***,Please have the consumer supply the serial number to the corresponding model number provided We can then adequately research our internal records and determine what next steps are available.Sincerely,Bradford White CorporationMark *T*** - BSME/LEED-APSrVice President
Corporate Administration

“Can MrKirby provide serial numbers for the Bradford White water heaters, and, all invoices from any service or replacement work? The requested information will help us better understand the complaintAlthough we are willing to further investigate this matter, it should be noted that
Bradford White’s limited warranty specifically excludes any labor charges for tank and/or parts replacement.” Thank you,

Complaint: ***
I am rejecting this response because:Serial number is:***Model number:***The information in the manual that came with it is the problem as stated in the email which was answered by Matt E*** of Bradford White
Regards,
*** *** [email protected]:PM (minutes ago)to meSerial number is:LA33760425Model number:MI40T6FBN The information in the manual that came with it is the problem as stated in the email which was answered by Matt E*** of Bradford White

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I have informed Bradford White at least four times that there are no service invoices for the replacement of the control valves on the water heaters The control valves failed and *** Mechanical replaced them under the new home warranty One of the replacement control valves was again defective.Furthermore, I have also provided the contact information of *** Mechanical to Bradford White so that Bradford White could get the information being requested from me that does not exist.However, I do not understand why any of that is at issue here I did not even need to inform Bradford White that the original control valve had been changed That is irrelevant The defective control valve was replaced with a defective control valve In other words, the product from Bradford White has all along been defective and not in compliance with the Uniform Housing Code
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not really any different than I was told on the phoneIt still is bad business and I will steer clear of this brand in the futureThis was a waste of time for nothing new?
Regards,
*** ***

Dear *** ***I acknowledge the receipt of this concern.? Bradford White's warranty policy specifically excludes the cost of shipping for a warranty replacement water heater.? However, given the location of the? homeowner and the distance to the nearest distributor, Bradford White is
making efforts to assist in the location and delivery of the warranted replacement water heater as an accommodation to the? homeowner? I will advise when this arrangement is completed.Sincerely,Mark AT***SrVice President Corporate Administration

Dear [redacted],With this information we can properly research our records? A formal response will be coming forthwith.Sincerely,Bradford White CorporationMark *T[redacted] - BSME/LEED-APSrVice President Corporate Administration