Marey Heater Corp.

The unit was originally purchased from an e-commerce seller on 4/27/2016, it was not purchased directly from MareyMarey cannot refund payments that were not receivedOur warranty policy does not cover refunds, only repairs due to manufacturer's defectsI am very sorry that it took so long for you to receive a response from our customer service departmentI have already made an exception to our warranty policy by offering to waive the return shipping of the repaired unitI did respond to the email you sent asking what was repaired on your unitThe repair technician replaced the heating element

Complaint: [redacted]
I am rejecting this response because: 1. The unit was registered
 2. The unit was only reset one time. 3. I did not receive a new unit, it was a rebuilt unit. 4. I still don't have a working unit. The one they sent doesn't work. They keep sending parts for me to install and the last control board wasn't the correct part..5. It has now been over a month to resolve this problem..   reasons I was given for the heater going out
1. Unit was reset. ( manual shows how to reset)
2. Unit needed a 40 amp gfi breaker.   Wrong it requires 50 amp gfi
This tells me they don't really know what is wrong or what they are talking about.
It took over 100 phone calls to get a response..
Regards,
[redacted]

Hi [redacted], I am only now seeing this Revdex.com complaint; however, it seems to be an old case. I show that our customer service center has been in contact with the client and we have successfully shipped a replacement part. Please see the attached word document with the email communication from the...

client and the Marey CSR. Also, I have attached a screen shot of the USPS tracking showing the item delivered on 5/5/2016. Please let me know if you require any additional information to close out this case. Thank you.

Hello,I see that the customer reached out via email yesterday.  I was unable to locate the warranty registration in the customer's name.  The Marey policy states that in order for the warranty to be valid, the customer must register their heater within 30 days from the date of purchase....

 At this time, the customer is now outside of the grace period to be able to register the heater and is not covered under the warranty. Thus, the customer is not entitled to any warranty replacement.  Additionally, a heater is only replaced under warranty after it has been received by the repair center, tested by the in house technician and determined to be defective or damaged beyond repair. Otherwise, the heater would be repaired under warranty and sent back to the customer.  The warranty policy does not cover shipping charges and the customer would be responsible for all associated shipping costs.  Marey does have a "Good Faith" policy for the first 30 days after date of purchase. Should the tankless hot water heater show any signs of damage or defect within the first 30 days, the customer should reach out to Marey and we can process a replacement heater or parts at no cost to the customer. This customer states that the unit has leaked since installation, however I do not show any indication that the customer attempted to contact Marey within 30 days from his date of purchase.  In a situation such as this, where the customer is not covered under the warranty, the Customer Service Center will work with the customer to determine what part has failed and agree upon the best course of action based on the customer's needs.  We will be responding directly to the customer from this point forward to come to an agreeable resolution. Best Regards,[redacted]

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,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have not heard any response from the company. They did not read our reason for warranty and I cannot get in touch with the company. I need someone to speak with me about this in person. Until they do so I am still an unhappy consumer. It has leaked since installation.  We didn't get to install said heater until 3 months or so after ordering. I was told by the seller of the unit : one of marey's authorized dealers that this would not be an issue. It has turned into an issue. I may just throw this damaged unit in the trash and go on to another company after telling any and all how unhappy I am about their customer service/ warranty/ product. A true trifecta.
Regards,
[redacted]

I just responded to the email the customer sent on 11/18 with the following message: I am very sorry for the delay in responding to you request. It sounds like your unit is no longer detecting the flow of water going through it. Below are some trouble shooting steps you can perform. I would...

start by focusing on step #4, as I feel this is most likely the problem. At this time, we do not have very many photos with instructions on troubleshooting the [redacted] ECO110. I am modify the troubleshooting steps we have for the ECO180, because it is the closest to the model you currently have. Below are some troubleshooting steps to follow to determine if your unit is working properly. There is also a video link for trouble shooting and repairs. First, let's determine that your unit is receiving proper power. Please confirm that you are using the proper breaker. This unit requires 1 double pole 60 amp breaker. (See Photo Attached) We have found that the space saver breakers (the thin ones) do not provide consistent results with these units. We recommend the full size breakers. Once you determine that you have the proper breakers, double check that the wiring is correct and secure. When you remove the front cover, please be cautious to not rip or damage the ribbon cable that attaches the display to the circuit board. Once you have determined that the wiring is correct and secure in the terminals, if you have a multimeter handy, check to ensure that the unit is displaying the proper voltage readout (see attached photo labeled "Eco 180 multimeter testing diagram").Next, check the overheat sensors. I have attached a photo of the overheat sensor. If you are able to push the button down you will also hear an audible click and you have just reset the unit. If they do not press down, the the sensors did not trip and this is not the issue.Check that the ribbon cable attaching the display to the circuit board does not show any signs of damage. Badly crimped or bent wires may indicate an issue with information properly relaying from the board to the display. You can remove the cable from the board completely, check that none of the pins are bent. Reconnect the cable.Next, shut off the water supply to the unit. Turn on a hot water fixture to drain out any water existing in the unit. Disconnect the water inlet and water outlet lines. Have a towel or bucket ready for any water that may drain out. Check the white, plastic screen located inside the cold water inlet pipe. If there is any sign of debris or build up, thoroughly clean it. Then check the impeller to be sure that it is spinning and sensing the water flow. To check the impeller, you have to blow air into the water inlet. The best results come from actually putting your mouth to the inlet and blowing air directly into the fitting (I know it sounds silly, but even the most professional installers have done this.). If the impeller is working you will hear a whirring sound (much like a kazoo) for the entire time air is being blown into the unit. If the impeller is not working, you will not hear any noise or the noise may begin and then stop suddenly. The [redacted] in house technician has recently completed the installation and adjustments video for the ECO110. I am including the link for the YouTube video below. Settings and Adjustments: https://www.[redacted]Trouble Shooting and Repair: https://www.[redacted] Please let me know if you have any questions or concerns prior to troubleshooting. Let me know the results of the troubleshooting so we can move forward as necessary. Thank you. 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.
Regards,
[redacted]

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

Hello,I see that the customer reached out via email yesterday.  I was unable to locate the warranty registration in the customer's name.  The Marey policy states that in order for the warranty to be valid, the customer must register their heater within 30 days from the date of...

purchase.  At this time, the customer is now outside of the grace period to be able to register the heater and is not covered under the warranty. Thus, the customer is not entitled to any warranty replacement.  Additionally, a heater is only replaced under warranty after it has been received by the repair center, tested by the in house technician and determined to be defective or damaged beyond repair. Otherwise, the heater would be repaired under warranty and sent back to the customer.  The warranty policy does not cover shipping charges and the customer would be responsible for all associated shipping costs.  Marey does have a "Good Faith" policy for the first 30 days after date of purchase. Should the tankless hot water heater show any signs of damage or defect within the first 30 days, the customer should reach out to Marey and we can process a replacement heater or parts at no cost to the customer. This customer states that the unit has leaked since installation, however I do not show any indication that the customer attempted to contact Marey within 30 days from his date of purchase.  In a situation such as this, where the customer is not covered under the warranty, the Customer Service Center will work with the customer to determine what part has failed and agree upon the best course of action based on the customer's needs.  We will be responding directly to the customer from this point forward to come to an agreeable resolution. Best Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because: I received this response today: Customer Service (Marey International, LLC ) Aug 11, 08:48 COT Hi [redacted],Our ticketing system was updated recently to where it now closes out tickets after a certain amount of time. Our person in accounting is on vacation until Monday. So I will not have any updates until Monday at the earliest. I am still keeping track of this for you.Sincerely, [redacted]Customer Service Associate 855-627-3955 512-332-2229 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 heater. This information is also available on the Marey website. You can view the warranty information by selecting "policies" along the top menu of the webpage and then selecting "warranty" from the drop down menu. It is clearly indicated with the first sentence of the second paragraph that the warranty must be registered within 30 days from the date of purchase. The second paragraph in the warranty policy reads: "You have 30 days from purchase date to register your water heater in the Marey Heater Warranty Program at our website, www.marey.com. Please note that if you attempt to register your unit after 30 days from purchase, your warranty will not be valid. You 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 shipping. In regards to this customer and the complaint, Marey has not violated any of the commitments made to Marey customers in the warranty policy.

Complaint: [redacted]
I am rejecting this response because:
I purchased this unit from a local Marey dealer and was told it worked great in our area. The 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 him. I have returned the unit to the dealer I purchased it from and have requested a full refund within 60 days of that return date. After that time I will be taking this matter to small claims court and let a judge decide on it.
Regards,
[redacted]

This customer sent two emails yesterday 09/19 about two hours apart. We receive many email requests through out the day. I have responded to his email request with the following message: Hi [redacted],I am very sorry you were not able to reach anyone by phone. In order to return your unit for a refund, please return the unit to :Marey Returns[redacted]Bastrop, TX 78602RMA# [redacted]Please make sure that the order name, as well as the RMA number are clearly visible on the outside of the package. Once the unit arrives here, a memo will be sent to your E-Commerce seller advising them of your return. The refund is issued to you from your E-Commerce seller, not Marey. The process generally takes 2 - 4 weeks. Please let me know if you have any questions. Sincerely,[redacted]

This customer sent two emails yesterday 09/19 about two hours apart. We receive many email requests through out the day. I have responded to his email request with the following message:
 
Hi [redacted],I am very sorry you were not able to reach anyone by phone. In order to...

return your unit for a refund, please return the unit to :Marey Returns[redacted]Bastrop, TX 78602RMA# [redacted]Please make sure that the order name, as well as the RMA number are clearly visible on the outside of the package. Once the unit arrives here, a memo will be sent to your E-Commerce seller advising them of your return. The refund is issued to you from your E-Commerce seller, not Marey. The process generally takes 2 - 4 weeks. Please let me know if you have any questions. 
Sincerely,
[redacted]

To Whom it May Concern, The customer [redacted] purchased the Marey GA16NGDP on 8/4/2014 via the eCommerce seller [redacted]. through [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:
I was never told that the system was purchased in my sister name until I talked to [redacted] in Dec. 2015.  I purchased this unit not my sister.  I went to your dealer [redacted] Toncray house on Feb. 17, 2015 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 [redacted] was trying to sell it.  My sister had talked to [redacted] on the phone regarding it that's all.  [redacted] must have put the warranty in [redacted]'s name. But the address on the warranty is and has been my home address for over 18 years. Please check with your dealer and she will confirm that I gave her the cash and picked up the unit that same day. If 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 Aug. 2015 as the Marey Dealer [redacted] told me the day I purchased the unit, that I would have to have double walled stainless steel venting for this unit. [redacted] was great in helping us but it still took me 3 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 them. This made it impossible to install the unit with in the 30 day window they give you to return it. Also I was not past the 10 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 repaired. So I tried again to fix the on-demand water heater with the instructions that they emailed me.
I could not get this system to work and would have to turn it on for 10 seconds the turn if off for 5 seconds about 20 plus times to get it to light and even then I never had hot water. I would never have went without hot water during the Christmas Season on purpose, I had 27 guests and had to heat water on the stove to wash my dishes. I 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 work. I 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,
[redacted]

I have been keeping tabs with our accounting department about this claim. This is the most recent communication I have received. I received this message today at 12:33 CST.. " I talked to the bank representative today. She asked me for one more day to check what happened with this transfer. If this is not solved by Monday I´ll ask her to send a new transfer or check for us. I´ll keep you posted."  We are still trying to figure out what has happened here.

Hello [redacted], I am sorry I missed the email from the you in which the customer is continuing to refuse to mark my response as satisfactory. I had been corresponding directly with the customer and he has in fact received email communication from me, as indicated in the messages below. Customer Oct 28 21:05 I have replaced the unit already. Your company needs more employees apparently. Customer service is horrendous. Sorry Sent from Yahoo Mail on Android From:"Marey International, LLC" <[email protected]>  Date:Wed, Oct 28, 2015 at 6:12 PM  Subject:[Marey International, LLC ] Re: Warranty claim Customer Service Oct 28 16:12 Hi [redacted], A leak from the discharge valve can typically be remedied by insuring the o ring is not damaged and that the discharge valve is fully installed into the water valve assembly. If it is leaking from the bottom of the discharge valve, you can tighten the screw located inside the tube itself. What size heater did you have in mind for an upgrade? Best Regards,  [redacted] Customer Service Associate  [redacted] 
[redacted] www.marey.com Note: For the 5 year warranty to be valid, the unit must be  registered within 30 days of the purchase date. You may register the warranty  online by going to the following address: www.marey.com and click the "warranty registration" link at the bottom of the page. Customer  Oct 21 13:50 Well, I tried to reach your office again at both numbers with no luck. I know what your policy is, well now at least. As I stated before we had just opened the box for installation a cpl weeks ago to install this heater. If this simple mishap is all it takes for your company to back out of a warranty for a defective item I don't want another one of your heaters. And getting a hold of someone is impossible. Do not think this will not be on Revdex.com's business site. And I am thinking about making an online youtube review of your warranty, damaged item, and terrible customer service. If this is what you want please do not respond. If you are interested in fixing this and getting us a good heater. Then please call [redacted] to reach me. That is my cell number so I can answer your questions right away instead of playing phone tag. This couldn't have come at a worse time for me. I really want this heater replaced as it is leaking into the floor. I am either buying another companies heater first thing monday or receiving a phone call to replace this one by then. Thanks  [redacted] On Monday, October 19, 2015 1:40 PM, "Marey International, LLC" <[email protected]> wrote:  #yiv8610462348 table td {border-collapse:collapse;}#yiv8610462348 body .filtered99999 .yiv8610462348directional_text_wrapper {direction:rtl;unicode-bidi:embed;} Customer Service Oct 19 11:40 Hi [redacted], I called the number provided in the signature of your email and was told you are currently unavailable. Please give me a call at your earliest convenience so we can discuss what options are available to you at this time. We are a small office. Today there are only two of us available to answer the phones. If you are unable to get through, it is because we are on the other line. Please shoot me a quick email when you have some free time and I would be happy to call you back on whatever number you would like to provide. Thank you. Best Regards,  [redacted] Customer Service Associate  [redacted] 
[redacted] www.marey.com Note: For the 5 year warranty to be valid, the unit must be  registered within 30 days of the purchase date. You may register the warranty  online by going to the following address: www.marey.com and click the "warranty registration" link at the bottom of the page. Customer Oct 15 09:33 I have a unit that was just installed a week ago but it is leaking. We have had the unit for about three months now. I talked with a ron who said this would not be an issue and to speak with Jenn who handles these claims at Marey. It is leaking from the water purge unit and yes it has been tightened down. We also have a concern about the flow of the unit and he said that it would be no big deal to upgrade the unit and pay the difference at the same time as the warranty claim. Can you please have someone call me. I cannot get through on the phone number. And have left messages.Thanks The Marey warranty policy does not allow for upgrades or exchanges outside of the sellers return policy. The customers seller’s return policy is 60 days. The customers date of purchase was 7/28/2015. The warranty policy only covers replacement parts or repair for parts that have failed due to a manufactures defect. Nothing in our correspondence indicated that the heater was defective due to a manufactures defect. I request that the statues of this case be changed to resolved. The customer was unwilling to participate the in conversation, aside from indicating that our service was poor and they are displeased. Thank you.

I just responded to the email the customer sent on 11/18 with the following message:
 
I am very sorry for the delay in responding to you request....

It sounds like your unit is no longer detecting the flow of water going through it. Below are some trouble shooting steps you can perform. I would start by focusing on step #4, as I feel this is most likely the problem.
 
At this time, we do not have very many photos with instructions on troubleshooting the [redacted] ECO110. I am modify the troubleshooting steps we have for the ECO180, because it is the closest to the model you currently have. Below are some troubleshooting steps to follow to determine if your unit is working properly. There is also a video link for trouble shooting and repairs.
 
First, let's determine that your unit is receiving proper power. Please confirm that you are using the proper breaker. This unit requires 1 double pole 60 amp breaker. (See Photo Attached) We have found that the space saver breakers (the thin ones) do not provide consistent results with these units. We recommend the full size breakers. Once you determine that you have the proper breakers, double check that the wiring is correct and secure. When you remove the front cover, please be cautious to not rip or damage the ribbon cable that attaches the display to the circuit board. Once you have determined that the wiring is correct and secure in the terminals, if you have a multimeter handy, check to ensure that the unit is displaying the proper voltage readout (see attached photo labeled "Eco 180 multimeter testing diagram").
Next, check the overheat sensors. I have attached a photo of the overheat sensor. If you are able to push the button down you will also hear an audible click and you have just reset the unit. If they do not press down, the the sensors did not trip and this is not the issue.
Check that the ribbon cable attaching the display to the circuit board does not show any signs of damage. Badly crimped or bent wires may indicate an issue with information properly relaying from the board to the display. You can remove the cable from the board completely, check that none of the pins are bent. Reconnect the cable.
Next, shut off the water supply to the unit. Turn on a hot water fixture to drain out any water existing in the unit. Disconnect the water inlet and water outlet lines. Have a towel or bucket ready for any water that may drain out. Check the white, plastic screen located inside the cold water inlet pipe. If there is any sign of debris or build up, thoroughly clean it. Then check the impeller to be sure that it is spinning and sensing the water flow. To check the impeller, you have to blow air into the water inlet. The best results come from actually putting your mouth to the inlet and blowing air directly into the fitting (I know it sounds silly, but even the most professional installers have done this.). If the impeller is working you will hear a whirring sound (much like a kazoo) for the entire time air is being blown into the unit. If the impeller is not working, you will not hear any noise or the noise may begin and then stop suddenly.
 
The [redacted] in house technician has recently completed the installation and adjustments video for the ECO110. I am including the link for the YouTube video below.
 
Settings and Adjustments: https://www.[redacted]Trouble Shooting and Repair: https://www.[redacted]
 
Please let me know if you have any questions or concerns prior to troubleshooting. Let me know the results of the troubleshooting so we can move forward as necessary. Thank you.
 
Sincerely,
[redacted]