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:05/12/2025

  Type:Service or Repair 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.

  I recently have reason to believe that this business is practicing fraudulent practices. I recently had a 10-year water heater fail in 4 years and 9 months.
  
  It was determined by the installer and myself that the defective tank failed due to improper installation of the old tank. There was rust everywhere because the previous installer failed to seal the piping. I spent $519 in labor for a 3- hour job and feel they should be responsible for part of their employee’s negligence. The owner refused to help. Therefore, I have no reason but to believe this is a common practice…to take customers’ money on their neglect.

  Business Response

  Date: 05/12/2025

  *** has been a customer of ours in the past. He states we improperly installed his water heater by “not putting on pipe dope on the nipples”. The problem with his claim is we as installers do not install these nipples. They are put on by the manufacturer and not the installer. They do not put dope on nipples. Plumbers haven’t installed the nipples on the water heater since the 90s. It’s a shame we he couldn’t understand this. He expects a labor warranty to extend the life of the appliance which is not how the industry works. I’m sorry we couldn’t come to an understanding but know we didn’t do anything to the water heater to make it fail. In fact we helped *** by using a water heater on our truck so he didn’t have to go a day without hot water. 

  Customer Answer

  Date: 05/12/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   Based on my research, and my observation, it appears the nipple connection was never checked by the previous installer. The recent installer removed the cold side nipple with two 1/4 turns…the reason for the water leak and hot water heater failure.

  Here’s an exact quote from the web on nipple installation:

  A licensed plumber typically installs the nipples on a hot water heater. They have the necessary training and experience to properly install and connect the water heater, including the nipples that connect the plumbing pipes.

  If you're replacing your water heater, it's best to have a professional plumber handle the installation, including the nipple connections, to ensure a safe and code-compliant installation.

  I have since found that Rheem does pre install their nipples. 

  
  Finally, your own installer said the nipples were not installed properly. Why wouldn’t your previous installer check to see if they were secure? Your current installer did.

  I know you’re going to do what you wish, but the customer is always right. I’ll find every review  venue I can to discredit your warranties, despite the norm for the plumbing business as a whole. It’s just good and repeat business to satisfy customers due to employee failure before operating the product.

  
  Sincerely,
  
  
  
  *** ***********