Complaints

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• Initial Complaint

  Date:02/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  Had hot water heater installed Feb. 15 2024 Quit working about 10 months later and leaked. They admitted that they crossed two wires (*****) I suspected a bad unit and asked for warranty claim to Dometic (Manufacture) ***** would NOT submit a claim telling me what they do. Not his decision to make! Now after over ******* dollars I sometimes have hot water.

  Business Response

  Date: 02/06/2025

  The water heater was purchased on 2/15/2024. The water heater in reference has a 2 year warranty from the manufacture, and we are willing to work with the customer. to assist in the paperwork and process they require. The customer are always responsible for the diagnostic and service call fee (us coming to him) on any warranty issue. The customers has stated several times that we will not pay the amount and we are trying to rip him off or milk him for more money. This policy is one all manufactures use in the ** industry. He was also been given Dometic phone number was told he could call them to verify the process. Here is a list of events:

  2/15/2024 Purchased new water heater

  3/8/2024 Had to replace the warranty ECO/Thermostat under warranty. Customer was not charged for the service call on this visit. It was within 30 days and I did not want to enforce the policy. We were already in the ** park for another guest so there wasn't any out of pocket expense on this call.

  there are several other dates that we stop by to look at the concern of the wiring hooked up wrong causing an issue. There is a blue wiring used for communication to a switch inside the rv allowing the customer a notification if the water heater did not light on propane. This is the light the customer is referencing. It has nothing to do with the operations of the water working on electric and that is how the customer runs the unit.

  1/10/2025 Has mentioned previously we had several discussions by text about how the warranty process works before coming out to fix a leak on the water heater tank. He agreed to pay the charge and if it was an item that would be covered under warranty we would submit and wait on the manufacture response. The issue was a drain plug was leaking. We removed it and taped the item put back in and the leak stopped. We handed the customer a bill for the service call and 1 hour of labor has this isn't a warranty item. He refused to pay the technicians and went on to threaten us by telling other customers in the park that we are ripping off customer. He stated that we would never get business again in the park because he was telling everyone the issues. I made a call to him after my technicians left and he eventually sent a check for $125.00 but not the full amount of $267.50 (service call fee and 1 hour labor with a minimum that is posted on our website).

  The text message doesn't have the date but he did contact us stating no hot water. I put him on the next available day which I believe was Monday (he sent the text over the weekend). When I went to confirm the appointment he stated that he tapped the black board and it started to work. I then stated if he has any other issues reach out to me and he said thank you. On 2/5/2025 he texted me at 9:30 pm stating no hot water again. I was going to call him back to schedule an appointment the next day during business hours. This visit will meet the same requirements from the manufacture of the service call and diagnostic fee paid by the customer and if approved by the manufacture we would follow their instructions on how to proceed.

  After the threats the customer made to my ********************** we are hesitant to help the customer further at this time. We don't manufacture the products. We installed and it has worked for months at a time. The customer needs to accept the manufacture guidelines on their process they have set for warranty.

  I have never refused to go help the customer and we have several times at no charge to him, but can't afford to continue the same service level after making threats to our company.