ComplaintsforWaterfurnace International, Inc.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ongoing issues with water furnace system not working properly. On top of that when trying to contact them to get warranty reimbursement for repairs I get little to no response. Recently had service work done and after 2 visits and the wrong diagnosis led by waterfurnace via tech support through a local waterfurnace dealer I was charge for 2 visits when the propel could have been repaired the first time had tech support offered the correct troubleshooting. It was found the board which is known to be bad and has been replaced with a newer model on newer systems was the issue. The board was not replaced instead they just used a different terminal on the board so Im left with it to likely go bad again. Still have had no response after 2 weeks of waiting on a voicemail.

  Business response

  04/16/2024

  We were unable to locate recent record of the homeowner or a WaterFurnace dealer contacting WaterFurnace for Warranty. We have had contact with the homeowner in the past. We were able to locate a WaterFurnace serial number ********* from this previous communication to try to find recent record. In 2019 WaterFurnace worked with the local installer for warranty work. A pump and valve were provided at $0 under warranty as well as three separate allowances. Two for labor. One $110 allowance and another $225 allowance. One refrigerant allowance of $22. WaterFurnace also provided an amount of $312.50 outside of our Warranty terms to assist in the situation. We have attached that invoice. 

  Since we cannot locate any recent contact using the available information, we have from previous conversation the homeowner can contact us at ************ or ****************************** The **** company they are using can submit any warranty claim here ********************************************** if they have not done so already. 

  Customer response

  04/19/2024

   I am rejecting this response because: I did contact waterfurnace and left a voicemail 3 weeks ago.  I was told by Olearly heating and plumbing out of ************* that waterfurnace refused there attempt at trying to get anything warrantied on my behalf  that I as the home owner had to call.   I asked them if that was odd since I am not a heating expert so to explain what happened was going to be difficult for me and they agreed.  As I already left a voicemail with my contact information and did not receive any call back I am rejecting this.  Again waterfurnace technical support offered incorrect troubleshooting which lead to 2 service calls.   The first service call the technical rep from waterfurnace stated the symphony thermostat was the problem which it wasnt.   They ordered a new one in and after swapping same problem.    The end result was identifying a bad terminal on a board and instead of replacing the board that is known to be bad they just used another open terminal.   The technical support rep this time pointed the tech onsite to resolution in 10 min.   He stated these boards have a newer version due to the old ones being problematic he identified them by color one color was the good version one was the bad.  (Again as I am no expert in the matter my terminology may be off.  )
  
  
  

  Business response

  04/23/2024

  We trust the homeowner's claims, unfortunately we are unable to verify any record of the communication using the serial numbers we see registered to their name. The serial numbers are 160902091 and 160902092. Both of these serial numbers do not show any recent claims for warranty, so we are to only guess that the board that was replaced was either for zoning or something else. Anything inside of the furnace would have been covered under warranty. If a board in side one of the serial numbers was replaced a warranty claim by the **** company needs to be placed. As previously mentioned, this homeowner contacted us in 2019 regarding service and we provided a reimbursement above and beyond our warranty, so we are more than willing to review any situation if there is an invoice or service ticket. Once we receive this we can review and respond accordingly. 

  Customer response

  04/23/2024

   I am rejecting this response because:
  I have no idea what part this is that caused the issue.  I am again contesting that it was your technical support that caused 2 service calls to olearly.   When ******* tried to contact you it was stated that I as the home owner had to call in.   As I am now being charged 2 service calls accounting for 500$ I believe waterfurnace should be responsible for at least 1 of those service calls for having given incorrect trouble shooting on the first call.   If you would like to contact Olreary heating and plumbing and have the conversation that should have been had from the beginning rather than putting it on the home owner they can be reached at **********.    As per the previous warranty reimbursement you are referring to I had to call in and argue the last time also for a water heater that broke down every couple of months since I got it.   This is not the customer service I was expecting when purchasing what is supposed to be the best brand in geothermal.   
  
  

  Business response

  04/26/2024

  Apologies for our delayed response. We were awaiting an update from the dealer from ********* in question, and the service manager named ***** is away until the week of 4/29/24. to avoid further delays WaterFurnace would like to review the request of what the homeowner thinks would resolve their claim and we can respond accordingly. We reviewed the situation with our Tech Support as well, and their information is that they are not physically on site, and they can only diagnose according to the information that is provided to them.

  Customer response

  04/30/2024

   I am rejecting this response because:
  Extending this for another week to allow Waterfurnace to work with local dealer.  
  
  

  Business response

  05/03/2024

  WaterFurnace has talked with the Dealer that serviced the equipment. The service that was completed was not warranty work. Originally the thought was a secondary thermostat needed to be replaced. When the thermostat was replaced the communication error continued. When the on-site Tech called WaterFurnace we suggested switching a dipswitch on the zoning terminals, and according to the on-site Tech this corrected the occurrence. This service is no fault to the contractor on site or WaterFurnace. When it comes to servicing mechanical equipment, we can only respond to the information we receive and the onsite Techs in some cases go through a process of elimination when parts are not stocked on a truck. To note the service done was not under our warranty terms. However, we have provided the remaining $500 on the service charge the homeowner had with the dealer. Please be aware this assistance is not part of the WaterFurnace warranty and hope it will resolve this case and add some clarity if in the future there happens to be service. 

  Customer response

  05/03/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A control board has went out on my geothermal unit for the fan speed control. It has been out of stock for 4 MONTHS. They have no updates on when it will be available. This company is selling these units with no ability to get parts when something breaks AND no aftermarket options.

  Business response

  02/02/2023

  If the homeowner is able to provide a reference number from the order they have with their **** contractor, or their **** contractors company name we can review their order. WaterFurnace like other manufacturers have not been immune to supply chain issues. In regard to the specific control board the homeowner is referring to, the supplier is unable to complete their manufacturing of the boards for WaterFurnace and their other customers due to control chip availability.
  

  WaterFurnace has provided honest responses to the **** companies that order these parts as well as homeowners that have contacted WaterFurnace regarding this specific component. Unfortunately, the responses are estimates and no guarantees, which the supplier is telling WaterFurnace and its other customers.
  

  Regarding aftermarket options. Unfortunately, the process of generic controls is difficult due to the communicating aspect of the boards working with a specific brand of equipment. The process of testing and receiving approvals to use other manufactured boards can be a long process, and no guarantee that another board will operate or be approved.
  

  WaterFurnace is happy to provide any homeowner with an update on orders they have with their **** contractors. We apologize for any inconvenience effecting the **** contractor and the homeowner.  Tell us why here...

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Series 7 waterfurnace that was installed on December 20th, 2022. The compressor had a E-5 freeze error and does not work. The company keeps telling me they are working on it, but have not provided a timeline or offer to pay for my heating bills that are unaffordable because the furnace does not work and heat is all electric now.

  Business response

  01/10/2023

  WaterFurnace was contacted by the installing HVAC company on 12/20/22 regarding a freeze fault. When the WaterFurnace branded remote access product was installed it allowed us to view what the contractor was seeing while on site. On 12/21/22 our WaterFurnace Technical team reviewed the situation with WaterFurnace Engineering. The freeze detection was something unfamiliar in the circumstance of the equipment. WaterFurnace was in contact with the installing contractor and informed them we were working on duplicating this so a suggestion could be made. WaterFurnace stayed in contact with the installing dealer during this process.
  
  1/4/23 - WaterFurnace received an online submission from the homeowner that read the following, Frustrated that I bought the best (series 7) piece of c*** WaterFurnace from you that has not worked since it was installed on December 20th! My patience and bank account have been depleted running an overpriced, inefficient electric heater!
  This was the first that WaterFurnace Consumer Relations was made aware of this and after review informed the homeowner that our Engineering team was looking into the matter and that we would respond accordingly. The homeowner was not pleased that a timeline could not be provided. Unfortunately, we could not guarantee a timeline, but our Engineering team was dedicated to duplicating the freeze fault so that we could provide a directed response.
  

  1/5/23 - the homeowner spoke with the WaterFurnace marketing department via chat. That conversation has been attached. The homeowner demanded a replacement unit. Before WaterFurnace was to act and offer a replacement unit it was our goal to determine what was causing the error. Without determining this there was no guarantee another unit would not also provide a freeze fault.
  

  1/6/23 WaterFurnace met with the dealer via video chat and provided a solution to the occurrence. The WaterFurnace area rep contacted the homeowner to provide a review of the suggested action. The homeowner agreed.
  

  1/9/23 -  when reviewing the operation of the equipment over the weekend (1/7/23 -1/8/23) the unit did not show any operation issues.

  Customer response

  01/10/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with a WaterFurnace dealer to install a geothermal HVAC and Hot water system in our new house. Total cost was over $40,000.00. There has been one issue with the Furnace that was repaired under warranty. There have been several issues with the hot water generator over the past 12 months leading to a complete failure in December 2021. We have been on the back-up water heater since that time at a cost of $1.50 to $2.00 per day.The unit in question is still under warranty, the original Dealer does not respond to calls. The local Dealer has tried a repair that did nothing except generate an invoice (which I have not received in any detail) of over $1,200.I have been in contact with the company to no avail. I have been in contact with the local Area Manager for Water Furnace and have been told that a Factory Technician would perform a service call in April. That did not happen. I have since been in contact with the Area Manager several times with no results other than emails, no action.I can't think of any other course of action than to file a complaint.*******************

  Business response

  06/24/2022

  We have reviewed the information associated with what we assume to be WaterFurnace serial number *********. This unit is a water to water geothermal heat pump that shipped to the installing HVAC contractor on 9/18/2013. We reviewed information regarding the unit with the Waterfurnace area manager as well as the servicing HVAC company. The thought is that there is an issue with the unit in question not receiving enough water flow. According to the servicing information when the unit receives the correct amount of water flow it operates under specifications. To assist in this, WaterFurnace has offered to provide an individual dedicated flow center pump for the water to water geothermal. This pump is being provided to the servicing HVAC company at no charge. The flow center pump is an accessory and is not a manufactured WaterFurnace item, and it is our hope that providing the flow center pump will allow the WaterFurnace equipment to operate with the correct amount of water flow.
  We appreciate the homeowners position, and for choosing WaterFurnace International for their heating and cooling needs.

  Customer response

  06/24/2022

   I am rejecting this response because:
  
  The additional pump that is being recommended was installed 3 or 4 months ago and the result was no change in operation.  The hot water generator failed within seconds.

  The comment that the pump was being furnished at no cost is not correct.  The installing company wrote me a hand written invoice for over $1,200 which I refused to pay until I received a formal invoice detailing Labor and Materials. I have not received the formal invoice.

  It is obvious that the increased water flow to the unit did not solve the problem.

  *******************, P.E.

  Business response

  06/29/2022

  The homeowner is referencing an additional external flow center pump install. However, WaterFurnace shows no record of this through the current servicing contractor. It could be possible another contractor installed one or one was purchased from another source outside WaterFurnace, but neither the current **** contractor nor WaterFurnace is aware of this.
  

  WaterFurnace has attached the invoice that confirms *************** was provided to the current **** contractor at $0 on 6/22/2022. WaterFurnace has darkened account information for the **** contractor.

  Customer response

  07/06/2022

   I am rejecting this response because: Total Energy Concepts, the servicing contractor, installed an external flow center pump approximately 3 months ago on this unit, Serial Number *********.  This pump installation did not solve the operational problem.  The unit still does not work. It is interesting that Water Furnace included a copy of the invoice dated June 22, 2022 for this pump that was installed approximately 3 months ago.

  This is month SEVEN that the guaranteed equipment has not worked.  I want it fixed or replaced now.

  
  

  ******************* P.E.
  

  
  
  

  Business response

  07/08/2022

  We have spoken to the servicing contractor. They said they used a flow center from their stock, and that did resolve the water flow problem according to the contractor. The invoice we included was indeed valid and was sent on the date the invoice showed. While speaking to the servicing contractor there plan is to service the internal TXV valve. That valve is being provided under warranty. Tell us why here...

  Customer response

  07/14/2022

   I am rejecting this response because:
  
  Water Furnace response is pretty much meaningless.  The water pump install completed approximately 4 months ago did absolutely NOTHING.  The system failed AGAIN within SECONDS!

  The replacement TXV valve should have been installed shortly thereafter. But it is not known if this will solve the problem.

  It has been SEVEN MONTHS SINCE THIS FAILURE OCCURRED.

  What do I have to do to have this company HONOR THEIR WARRANTY.

   

  ******************* PE

*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. ↩