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:04/28/2025

  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.

  Purchased a house from my sister, house had an Amtrol Hot Water Heater which had been replaced multiple times through Amtrol Warranty, most recently after 4 years of use. These hot water heaters have a history of going bad. A family friend has the exact same water heater which was replaced with a warranty and the new one went bad just over a year. Now my Amtrol heater has gone bad, my sister attempted to reach out to Amtrol to transfer the warranty to me however Amtrol advises they could not transfer the warranty even though this heater went bad well before the warranty expired. I even have all the paperwork from the previous install including the warranty information. My point is that Amtrol continuously and knowingly sells a product that they know will fail. I've spoken with 3 different plumbers who advised me to avoid Amtrol products at all costs. Unfortunately, my wife and I are not in the position to shell out thousands of dollars for a different brand tank when Amtrol should honor the warranty knowing they had a bad product even if its non-transferable.

  Business Response

  Date: 05/15/2025

  This tank was manufactured on 11/24/2020 with a 6-year warranty, no registration.
  I pulled the property report, and it shows that in 2018 the property was sold to ********************** by Ms. **** ********, and on 7/2/2024, Mr. ******** purchased the house from ********************* I tried to find each one of these owners in our database for multiple failures and we do not have
  record of any of them. Also, the property report shows that it is not owner occupied.

• Initial Complaint

  Date:11/09/2024

  Type:Product 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.

  We have replaced our well pressure tank 3 times in last 4 years. The first in 2020 was probably justified to being replaced. But in 2022 we hired a company called *** to look at our well system, and we were told we had to replace pressure tank again after only 2 years. The company said they would return bad tank to amtrol for refund. We never heard from them again. Then this year we had trouble with our well system again and I hired a different company to look at our system. We were told yet again we had to replace the pressure tank. I looked up the company that makes the tank which is the wx203 and according to the amtrol website they have a 7 year warranty. I contacted the company by email and requested a refund of the last 2 tanks in the amount we were charged per tank in 2022 and 2024. I received no response. I contacted the company 2 more times and again received no response. I feel we should be refunded the cost of the two tanks still under warranty. We are being more than fair by not asking for the full cost of the repairs each time. It is very bad business behavior to not even acknowledge my refund requests at all. Please help us get the refund we deserve.

  Business Response

  Date: 11/25/2024

  Would it be possible to find out the serial numbers from the tanks?

  ******** *******

  Customer Answer

  Date: 12/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [Hello, I am sorry but the serial numbers were not written down on the paperwork I received from either company that replaced the 2 tanks. As you can see on the invoice from *** dated 3/15/22 it says they would check on warranty. Then on the invoice dated 3/22/22 it states that they will send in tank and see about warranty. The invoice frrom rogue valley pump just states they replaced bad 33 gallon tank and hauled old one away. I was told the tank was a well-x-trol or wx203. That is all i can tell you about them.  provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 12/03/2024

  It appears that Ms. ******** dispute is with her service company and not AMTROL. I have attached AMTROL's warranty policy for reference. Without serial numbers, there is no way for ******************** to verify anything. AMTROL has never spoken to Ms. ****** or any of the service companies Ms. ****** has spoken with or used to purchase her tanks.