Water Heaters Only

Business states that they are in contact with consumer and looking into the matterBusiness will be responding promptly

This is to acknowledge as well as respond to your notice regarding a complaint filed by [redacted] **. We received a call from Mr. ** back in October of 2013 regarding a leaking 75 gallon water heater in an office building. Our technician [redacted] H. was instructed to see [redacted] in #5, but when he arrived was taken through the back side of the building and up two flights of stairs to a utility closet and the leaking water heater. [redacted] assessed the situation and wrote a detailed quote to replace the leaking 75 gallon water heater for a new 75 gallon water heater. At no point during our installer’s explanation of the written quote was he made aware that this water heater would be supplying a restaurant as well. He believed that he was to replace the original tank with another 75 gallon tank. This installation was done in October of 2013. We were called to go back out 7 full months later in May of 2014. Mr. [redacted] was told of the options of what is called a residential Ultra Low NOx High Input energy saver gas water heater, (please see attached information including the recovery), or a Light Duty Commercial Ultra Low NOx High Input energy saver gas water heater. (Also please see attached the information). Both tanks are 76,000 BTU. As you can see the recovery rates as nearly exactly the same and would be by simply adjusting the temperature by 10%. The main difference is the price, approximately $1000 more for the light duty commercial. Our installers present both options and ultimately the choice is the customers. Regarding the issue claimed to be switched valves: the problem is actually an issue called “Crossover” and is not a problem of switched valves. A full service plumber would be required for crossover. Paul the Regional manager for the Bay Area has agreed to go back out and assess the site if Mr. [redacted] would allow.

Dear [redacted] ,Thank you for sending this notification of complaint regarding Kent Yu Unfortunately, we have no knowledge of receiving any notification of the complaint prior to today's notice When was that notification sent? Was it also sent via email, if so to what email address was it sent? We would like to track down the first notice to make sure this doesn't happen, should we have any complaints, in the future As we are only just now being made aware of this complaint, it will take some time to actually research this and come to any potential resolution Please, if you have any questions or concerns, feel free to contact me directlyThank you in advanceRegards, [redacted] ***Water Heaters Only, Inc.###-###-####