Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about November 1 we purchased a ***. ***** Hybrid Hot water tank from KENT Building Supplies in Dartmouth Crossing.
  We received an ********** **** ****** grant of $500 as this water heater is operated as a heat pump and as a result it provides residental hot water at a fraction of the cost of a regular electric hot water heater. The cost of the unit was $ 2,794.99 plus tax less $500. The unit was delivered by KENT on or about November 2.
  The unit was installed and operational on November 3, 2023.
  Our old hot water heater was producing an odor and as it was at least 15 years old we decided to replace it with an efficient modern hot water heater.
  While we were discussing the purchase of the unit with KENT staff there was no discussion of where our water came from or he possibility that the normally installed anode would be appropriate for our conditioned well water.
  The new hot water functioned well especially during our vacation with the unit set on vacation mode which met it was not making hot water while we were away and wasting energy. There was however on our return an odor in the hot water.
  We changed the water filter with 5 micron chlorine, taste & odor filter thinking that would solve the odor problem. It did not.
  We contacted our local water treatment contractor who routinely services our water treatment equipment thinking it might be the problem. The water treatment equipment is operational and not responsible for the odor as it was pointed out that the odor only occurs in the hot water.
  We contacted KENT who after some discussion offered an aluminum anode rod to replace the one currently installed the hot water tank. Apparently well water is better treated with an Aluminum anode. Since the Hybrid Hot water tank has a heat pump installed on top of the water tank where the anode rod in located I was concerned that the removal and installation of a new anode rod might put the heat pump and our 10 year warranty in jeopardy so I asked if KENT would install the new rod. I was advised that they would not. KENT contacted ***. ***** who considered replacing the anode but also refused to replace the anode but they would provide the alternate anode free of charge.
  After learning that ***. *****, the manufacturer of the hybrid Hot water tank, offers 2 different anodes depending on the source of the water. I now understand that the Aluminum anode is optional and not the standard anode installed but reserved for special condition like well water. It seemed to me that that question should have been posed during the purchase phase of the transaction. It was not.
  KENT delivered the hot water tank to an area not serviced by municipal water but rather well water. Surely, a competent and knowledgeable seller should have made that determination and advised the buyer of the potential problem and offered a solution. Our hot water tank would have had to be a special order but the delay would not have changed our decision to buy that particular unit.
  We are no confronted with an odor in the water and an anode that will correct the problem but will have to hire at our cost a professional to install the alternate anode rod.
  We will undertake the hiring of a professional but feel that KENT should reimburse us for the total cost of labour.

  Business Response

  Date: 04/04/2024

  Our customer did come in to tell us about his concern with his hot water tank recently and we partnered with the manufacturer AO ***** on a possible cause and solution for them. During the process of purchasing the hot water tank, our associate was not aware that the customer was on well water as this was not mentioned to us. The AO ***** representative suggested that an aluminum anode would fix the odor as the customer was on well water and in their experience, this would resolve the issue. AO ***** provided the aluminum anode free of charge. The customer did not choose for Kent to do the installation service of their hot water tank even though we offer this as part of the process (we have installation services signage right in the same bay that these hot water tanks are merchandised). If the customer had chosen Kent installation services to install his new hot water tank, then our installer would have suggested the aluminum anode once they were on site as they would have realized the customer was on well water. AO ***** said that changing to an aluminum anode would not put the warranty in jeopardy and could be done by a home owner. AO ***** would be happy to send instructions to complete this change. If the customer had chosen Kent installation services to install their hot water tank, then Kent installation services would have performed this aluminum anode change if it was missed by the original installer. However, because, the customer had another company install this hot water tank, we cannot accept responsibility for how this hot water tank was installed without the aluminum anode. A professional plumber should have been able to assess that due to the customer being on well water, they would require the aluminum anode (which AO ***** would have provided free of charge at the time of installation as well. I will offer the customer a $300 Kent gift card towards a future purchase to compensate for some of the labour charge he will have to incur to switch to the aluminum anode.