Marey Heater Corp.

Complaint: [redacted] I am rejecting this response because: I received this response today: Customer Service (Marey International, LLC ) Aug 11, 08:COT Hi [redacted] ,Our ticketing system was updated recently to where it now closes out tickets after a certain amount of timeOur person in accounting is on vacation until MondaySo I will not have any updates until Monday at the earliestI am still keeping track of this for you.Sincerely, [redacted] Customer Service Associate 855-627-512-332-www.marey.com Until I receive the money in the bank account I will not accept the response Regards, [redacted]

Hello, Attached is the copy of the warranty card that comes with the heaterThis information is also available on the Marey websiteYou can view the warranty information by selecting "policies" along the top menu of the webpage and then selecting "warranty" from the drop down menuIt is clearly indicated with the first sentence of the second paragraph that the warranty must be registered within days from the date of purchaseThe second paragraph in the warranty policy reads: "You have days from purchase date to register your water heater in the Marey Heater Warranty Program at our website, www.marey.comPlease note that if you attempt to register your unit after days from purchase, your warranty will not be validYou must also present your original purchase receipt to request a repair under warranty."Per the policy, the customer is eligible for replacement parts and must pay the cost of shipping or may send the heater in to the repair center for testing and repair by the Marey in house technician and would still be responsible for shippingIn regards to this customer and the complaint, Marey has not violated any of the commitments made to Marey customers in the warranty policy

To Whom it May Concern, The customer [redacted] purchased the Marey GA16NGDP on 8/4/2014 via the eCommerce seller [redacted] ***. through [redacted] . [redacted] is allowed to advertise on the [redacted] website but the product is not actually carried or sold by the [redacted] corporation.... Per the retailer, [redacted] return policy, the customer has 60 days from the date of purchase to contact either [redacted] or Marey Customer Service for instructions on returning the unit for refund. After this 60 day period, customers will not be eligible for refund, which based on Mr. [redacted] 's purchase date, his 60 day period ended on October 3rd, 2014. Marey International LLC does handle all of the customer service questions and warranty claims for the tankless hot water heaters. We attempted to locate Mr. [redacted] 's warranty registration, however, we were unable to successfully locate any registration under the name [redacted] . Early in 2015, our website was under construction as it was being updated with different features, and was unavailable for a couple of months. The Customer Service Center telephone number is listed in the installation manual on pages 22, 23, 40, 57 and 58. The Marey Heater YouTube channel was created in August 2014 and support and troubleshooting videos have been uploaded as they are available for about 1 year to date. The only interaction with Mr. [redacted] that we have documentation of occurred on April 17, 2015. The customer reached out to Customer Service after contacting his eCommerce seller, [redacted] ***, to request a refund. It was explained to him at that time that a refund was not available due to the amount of time that had passed from the date of sale. Though [redacted] was not able to locate the warranty registration, she offered to have the heater repaired by the Marey in house technician and the customer would only be responsible for shipping (both ways) in accordance with our warranty policy. This was not an agreeable solution. [redacted] then offered to provide the customer with troubleshooting assistance in an attempt to determine if the unit was experiencing a manufacture defect with functionality. The customer stated that he did not want to troubleshoot, as he had already replaced the unit with a standard tanked heater. He simply wanted his money back. Since, the customer directly purchased the unit from [redacted] , and not Marey, Marey thus could not refund the money. The option to have the unit sent in for repair or to have troubleshooting assistance provided is still an option for the customer. However, unfortunately, we are too far outside the 60 day return policy of Mr. [redacted] 's retailer for a refund to be issued. Thank you, and please let us know if you have any questions or require any further clarification. Best Regards, [redacted] 08/04/2015

Complaint: [redacted] I am rejecting this response because: As stated in the emails we had a leak in the unitThey told me there was nothing they would do for meIt took them about days to respond to my emails stating that I was going to have to buy another heater by mondayThey didn't respond until four days laterThey already said they were not going to cover the unitIt came out of the box as damaged and they would not do anything to replace itAll communication after that was just to keep it off of Revdex.com's siteThey called me one time after I had already ordered the new heater and I was not available If this is what other customers can expect they need to be warnedI am looking at the box and nothing on the box states or on the warranty form that it is to be sent in within days or they would not warranty productI also looked over the site I purchased item from and there is no warning about a day mail in warranty formI purchase items all the time and they sit until there is time to install the itemThis is not acceptable Regards, [redacted]

Just installed (Friday, July 19, 2019) (Purchased 0n April 15, 2019 from Lowes) A Marey 220-Volt 18-kw4-GPM Tankless Electric Water Heater. Have Shaved, Showered, and Washed Hands and the Unit has Performed as well as expected!
We have a 50 gallon Electric water heater at the Far end of our Home and it would take as long as 5 Minutes to reach our Far Bath. We installed the Marey in our Far Bath and it takes Virtually NO time to have HOT Water in Sinks and Shower.
When our Standard Hot Water Heater "DIES" We will replace with Another Marey!
Thanks for the Technology!

Gary and Elaine Austin
2001 Birch River Road
Birch River, WV 26110-8277

The proper procedure for returning a Marey product for refund would be to first contact the seller and ensure that the customer is still within the return policyThen the seller or customer can reach out to Marey for return instructionsI was notified by the seller, ***, that the customer was
outside of the return policy and had opened a PayPal claim*** stated that because PayPal had already refunded the customer, that the heater should be returned and at that time requested that the unit be returned to the Marey customer service center in TexasHowever, *** eventually had the case with PayPal reversed and the money removed from the customers account because the customer still had possession of the productThe customer has the product, the seller has their paymentThe seller is refusing to offer a refund outside of the return policyWe cannot, in good faith, accept a customers product knowing that they will not be granted a refund from the sellerFurthermore, Marey only has a day return policyIf the customer would like to perform troubleshooting or have technical support provided, that is something we can facilitateHowever, we cannot accept a unit, returned for refund, that will not be refunded.
Best,
*** ***

This customer sent two emails yesterday 09/about two hours apartWe receive many email requests through out the dayI have responded to his email request with the following message: Hi ***,I am very sorry you were not able to reach anyone by phoneIn order to return your unit for a
refund, please return the unit to :Marey Returns*** * *** *** **Bastrop, TX 78602RMA# ***Please make sure that the order name, as well as the RMA number are clearly visible on the outside of the packageOnce the unit arrives here, a memo will be sent to your E-Commerce seller advising them of your returnThe refund is issued to you from your E-Commerce seller, not MareyThe process generally takes - weeksPlease let me know if you have any questions. Sincerely,*** ***

To Whom it May Concern,
sans-serif;">The customer *** *** purchased the Marey GA16NGDP on 8/4/via the eCommerce seller *** *** ***through *** *** *** is allowed to advertise on the *** website but the product is not actually carried or sold by the *** corporationPer the retailer, *** *** *** return policy, the customer has days from the date of purchase to contact either *** *** *** or Marey Customer Service for instructions on returning the unit for refundAfter this day period, customers will not be eligible for refund, which based on Mr***'s purchase date, his day period ended on October 3rd, Marey International LLC does handle all of the customer service questions and warranty claims for the tankless hot water heatersWe attempted to locate Mr***'s warranty registration, however, we were unable to successfully locate any registration under the name *** ***Early in 2015, our website was under construction as it was being updated with different features, and was unavailable for a couple of monthsThe Customer Service Center telephone number is listed in the installation manual on pages 22, 23, 40, and The Marey Heater YouTube channel was created in August and support and troubleshooting videos have been uploaded as they are available for about year to dateThe only interaction with Mr*** that we have documentation of occurred on April 17, The customer reached out to Customer Service after contacting his eCommerce seller, *** *** ***, to request a refundIt was explained to him at that time that a refund was not available due to the amount of time that had passed from the date of saleThough *** was not able to locate the warranty registration, she offered to have the heater repaired by the Marey in house technician and the customer would only be responsible for shipping (both ways) in accordance with our warranty policyThis was not an agreeable solution*** then offered to provide the customer with troubleshooting assistance in an attempt to determine if the unit was experiencing a manufacture defect with functionalityThe customer stated that he did not want to troubleshoot, as he had already replaced the unit with a standard tanked heaterHe simply wanted his money backSince, the customer directly purchased the unit from *** ***, and not Marey, Marey thus could not refund the moneyThe option to have the unit sent in for repair or to have troubleshooting assistance provided is still an option for the customerHowever, unfortunately, we are too far outside the day return policy of Mr***'s retailer for a refund to be issuedThank you, and please let us know if you have any questions or require any further clarificationBest Regards, *** *** 08/04/

This customer sent two emails yesterday 09/about two hours apartWe receive many email requests through out the dayI have responded to his email request with the following message:
Hi ***,I am very sorry you were not able to reach anyone by phoneIn order to return your unit for a refund, please return the unit to :Marey Returns*** * *** *** **Bastrop, TX 78602RMA# ***Please make sure that the order name, as well as the RMA number are clearly visible on the outside of the packageOnce the unit arrives here, a memo will be sent to your E-Commerce seller advising them of your returnThe refund is issued to you from your E-Commerce seller, not MareyThe process generally takes - weeksPlease let me know if you have any questions
Sincerely,
*** ***

We have tried to process a bank to bank wire transfer to process the refund for this customerEverything at our bank looks like it was successful, but for some reason her bank has never received the fundsWe provided a confirmation or "trace" number that should have been usable by her bank to
locate the funds in the event that they were sent to the wrong accountThe funds were never returned to Marey's bank accountI have been in continued contact with our accounting department about this issueMost recently we are trying to get someone from our bank to contact the customer's bank to try to figure out where the transfer break down happenedI sent the customer an update email on 08/letting her know where we were atBelow is the text form the email I sent her, and her response.Customer ServiceWednesday 11:00(assign)Hi ***,I have our accounting department trying to look into this againThey are trying to contact our bank to figure out what happenedSo far everything one our end looks like the refund was successfulI have not forgotten about youI have been staying on top of thisWe are trying to see if we can get someone from our bank to contact your bank to see where the breakdown is.Sincerely, *** ***Customer Service Associate 855-627-3955 512-332-2229 www.marey.comResponse: OK…Thank youOK…Thank you

Hello,
Attached is the copy of the warranty card that comes with the heaterThis information is also available on the Marey websiteYou can view the warranty information by selecting "policies" along the top menu of the webpage and then selecting "warranty" from the drop down menuIt is clearly indicated with the first sentence of the second paragraph that the warranty must be registered within days from the date of purchaseThe second paragraph in the warranty policy reads:
"You have days from purchase date to register your water heater in the Marey Heater Warranty Program at our website, www.marey.comPlease note that if you attempt to register your unit after days from purchase, your warranty will not be validYou must also present your original purchase receipt to request a repair under warranty."
Per the policy, the customer is eligible for replacement parts and must pay the cost of shipping or may send the heater in to the repair center for testing and repair by the Marey in house technician and would still be responsible for shippingIn regards to this customer and the complaint, Marey has not violated any of the commitments made to Marey customers in the warranty policy

Revdex.com:
I have reviewed the response made by MareyI am not happy at all with the fact that I do not have any other recourse than to accept the repaired unitI really appreciate the swift action your company took to get to a resolutionI am certain that had you not intervened, I would still be waitingAgain, thank you for your helpIt is not the resolution I'd hoped for, but obviously it is the only one they are willing to give
Regards,
*** ***

We began working with *** *** on 12/23/2015, this was the first interaction we have documentation ofShe wanted to return the unit for a refund, however given the date of purchase in February she is outside of the return policy of both the seller and MareyThe return policy for both
Marey and the seller is days from the date of purchaseI have spoken with the seller, whom states that the unit was actually purchased by ***'s sisterThe warranty is also registered in her sisters nameThe warranty is not transferable from the original ownerHowever, I opened an exception to the warranty policy and allowed coverageThe Marey warranty policy is valid for yearsWithin the first year the warranty will cover the cost of parts that have failed due to a manufacture defect and labor should the unit need to be repair by the Marey in house technicianThe warranty does not cover refunds or replacementsWe provided the customer troubleshooting support and were only able to determine an error in the water supply/pressure which caused inconsistent heatingThe unit is designed to be energy efficient and interactiveThis means that you can adjust the unit to provide comfortable hot water at each water fixture locationThe customer decided that they were not satisfied with the product and would like to return it for refundI have explained several times that we cannot issue the refund, as Marey did not make the sale to the customerThe seller is declining to issue a refund as the customer is currently months past return policyAt the time of initial service the customer was months outside of the return policyEven though the warranty is not technically valid for ***, I still allowed her to sent the unit for repair to our Customer Service Center in TexasTesting by the Marey Head Technician only discovered that the batteries in the unit were deadThis would be the reason the system had to be turned on and off several times before ignition would occurAfter changing the batteries, the unit has worked perfectlyThough there was no defect with the unit, I have waved the $labor fee and did not charge for the replacement set of batteriesIn fact, I even authorized the coverage of shipping to return the unit to *** has stated that she will refuse delivery of the unit and have it returned to us, as she does not want the heater, she wants a refundI cannot authorize a refund and the seller is unwilling to open an exception months after the saleI request that this case be closed promptlyMarey, nor the Marey reseller, has not been in violation of any set policy, nor have we made any guarantees that we have not fulfilledThank you

Complaint: ***
I am rejecting this response because:
I mailed in the registration within days of purchaseThe reason I registered again online was per your service adviceCorrect it does take a amp breaker, but your service stated that since its on a amp breaker that's what burnt the unitfact is if you sent a new unit why don't it work?? I have replaced the control board and now you're sending a temp sensor, and new heating elements..I still don't have hot water!!
Regards,
*** ***

To Whom it may Concern, I have reached out again via telephone and email The customer has not responded to my original message (perhaps it is in the junk folder) and I left a message at the customers place of employment I anticipate a response from the customer today and will take necessary measures to find a solution that will meet the customer's needs. Best Regards,*** ***

Hi ***, I am only now seeing this Revdex.com complaint; however, it seems to be an old caseI
show that our customer service center has been in contact with the client and we have successfully shipped a replacement partPlease see the attached word document with the email communication from the client and the Marey CSRAlso, I have attached a screen shot of the USPS tracking showing the item delivered on 5/5/Please let me know if you require any additional information to close out this caseThank you

Complaint: ***
I am rejecting this response because:I purchased this unit from a local Marey dealer and was told it worked great in our areaThe problems with this unit go far beyond a couple of batteries and do not have the time to deal with this matter anymore as I am having my baby soon and would like to enjoy this time with himI have returned the unit to the dealer I purchased it from and have requested a full refund within days of that return dateAfter that time I will be taking this matter to small claims court and let a judge decide on it
Regards,
*** ***

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,
*** ***

Hello,
I apologize for any confusion, however, the return policy is days from the date of purchase; not months as Miss *** stated in her rejectionThe Marey Customer Service Center advises customers to research the additional products they will need and wait to make their purchase of the Marey product until they are ready to installThe Marey Customer Service Center did not speak with Miss *** prior to purchaseMarey does not sell any accessories (either required or recommended) for the installation of the tankless hot water heatersThis provides the customer the option to purchase locally, if availableBecause of how widely building codes vary across the United States, it would be impossible to provide a "one size fits all" installation kitMarey strongly recommends that the customer consult with local plumbing and HVAC professionals to ensure compliance with local code prior to installing any water heaters.
Due to the amount of time that has passed since the sale, regardless of the name of the purchaser vs owner, this unit is not eligible for refundMarey International LLC cannot refund money we did not receive and your seller is declining to open an exception to her return policyThe unit is registered in the warranty, thus the cost of repair and any replacement parts that have failed due to manufactures defect will be covered within the first yearAfter the first year, to a total of five years, the cost of replacement parts that have failed due to manufactures warranty will be coveredThe warranty does not cover refunds, shipping costs, or cost associated with environmental or set up related damagePer the policy, we received your unit to our repair facility in TexasThe unit was tested by the Marey Head TechnicianThe technician was able to determine that the batteries were only supplying volts of powerThe unit requires a minimum of volts for consistent resultsThis would be the reason you had to turn the unit on and off several times to get it to activate and why it would turn off quickly after activationAfter changing the batteries, the unit worked and tested perfectlyIt produced hot water at appropriate temperature increase based on the flow rateI authorized an exception to the warranty policy and covered the cost of return shipping to have the repaired and tested sent back to the customerWhile we are sorry to hear that Miss *** was unable to use her Marey heater to her standards and satisfaction, we have not been able to isolate or identify any defect with the unitA refund will not be provided from Marey.
Best Regards,
*** ***

Complaint: ***
I am rejecting this response because:I was never told that the system was purchased in my sister name until I talked to *** in Dec I purchased this unit not my sister. I went to your dealer *** Toncray house on Feb17, and paid her cash. My sister was living with me at the time, was trying to help me, she found this unit online as a return from someone else and *** was trying to sell it. My sister had talked to *** on the phone regarding it that's all *** must have put the warranty in ***'s nameBut the address on the warranty is and has been my home address for over yearsPlease check with your dealer and she will confirm that I gave her the cash and picked up the unit that same dayIf you would like my sister just moved out of my home and can confirm this and all the problems we have had with this unit as well. I was not able to install the unit until Augas the Marey Dealer *** told me the day I purchased the unit, that I would have to have double walled stainless steel venting for this unit*** was great in helping us but it still took me months after I found a dealer to get the venting Marey required I don't understand how Marey can sell these units and not sell the venting to install themThis made it impossible to install the unit with in the day window they give you to return itAlso I was not past the months return policy when I first contact the dealer regarding the problems I had been having with the unit and was told at that time that I could not return it and could only have it repairedSo I tried again to fix the on-demand water heater with the instructions that they emailed meI could not get this system to work and would have to turn it on for seconds the turn if off for seconds about plus times to get it to light and even then I never had hot waterI would never have went without hot water during the Christmas Season on purpose, I had guests and had to heat water on the stove to wash my dishesI had no choice but to purchase a tank water heater and have it installed after the New Year, because I could not get this system to workI have done everything I can as a customer to fix this unit before I sent it back and I have no use for it now and in good conscience could not re-sell this unit to someone else and put them through the nightmare that this has been for me and my family
Regards,
*** ***