Complain about a product or service

American Water Heater

Also see Whirlpool Water Heaters.

D. of Marietta, GA November 9, 2009

Pilot light will not stay lit. Called for assistance. Didn't have all info they needed, Had to call back. Called again 5 minute hold then disconnected. Called 3rd time, on hold for almost 15 min. After going through all the hoops of numbers, was told that warranty started a year befor installation. Then was asked if I had pushed a button which is not referenced in any manual they have. Pushed it, no change. more relight tries... Then given an authorization # Called their service agent, another 24 hour delay. Will be five days total from it going out and getting it fixed, MAYBE! Last American Water Heater I'll own.

Joseph of Humble, TX November 7, 2009

Water heater modle#BFG61501504NO was installed early this year. Worked OK for 4 months then the pilot will not stay on. Replaced the thermocouple, and it worked for 2 months. Last week same thing happened, pilot light will not stay on. Replaced thermocouple but it didn't help, Bypassed the thermal switch by connecting the 2 wires together, it worked for 2 days then pilot went out. You must light the pilot every day it is a hassel. I couldn't find a replacement switch anywhere.

I was told that you can reset the switch by sliding the middle plastic piece to the side but it doesn't move, and I don't have the owner's manual. I am in the process of finding the phone # so I can call their service department. To replace the thermocouple you must remove all the attached tubes to the regulator and 2 screws on the cover plate. I am fed up how about you??

Luis of Chula Vista, CA October 30, 2009

Purchased a 50 gal, natural gas water heater from American Water Heater CO in 2005 with a 6 yr warranty on tank and parts. On 8-24-07 the pilot light went out (wouldn't stay lit) I called the Company and they informed it was still under warranty so they charged me shipping 20 and sent a replacement manifold which I installed myself. It's now October 29,2009 and the same problem happened. I'm trying to get the part replaced again but read several complaints on this site from others having same/similar problems. The design seems to be defective.

Danis of Weatherford, TX October 29, 2009

I had an American Water Heater installed in my home in April 2008. In October 2008 the pilot light kept going out and it use "repaired". Same thing happened again in April or May of 2009 and again 2-3 more times over the summer. The pilot light has gone out again in October 2009 twice in two weeks time and now will not stay lit. When I do call for service I talk to a customer service person that does not speak or understand clear English (that's a problem as my complaint becomes more involved). This last time I insisted on speaking to someone who speaks very clear English and was transfered to Tennesee. Apparently they didn't have record of all the services calls dating back to October 2008; they only had record ot the last couple of calls for service. After a long discussion with customer service and my expressing a desire to have the water heater replaced, I was told that they would replace it but I would have to pay for installation. So instead I will have a service technician come out again and we will see what happens.

Rene of Mesa, AZ October 22, 2009

We purchased a water heater from AWH around 18 months ago. On 10/19/09 we noticed we were not getting hot water. I went to check the water heater and noticed the pilot light was out. I attempted several time to light it up again to no avail. Contacted AWH and they stated it was the thermocouple and it needed to be replaced.

I paid 20 to have it overnighted. When I received the part the following day day I installed it and it fired up for 5 minutes and went out again. The pilot light would not stay on. I paid over 600 for this water heater and come to find out that it is a piece of junk. Now I will have to fork out an 500 to 600 to replace the entire thing.

Nancy of Chico, CA October 20, 2009

pilot light keeps going out. Unit is less than 2 years old.

Rose of Brooklyn, NY October 19, 2009

I purchased 2 50 gallon water heaters from National Grid who installed these american water heater 6751108646. Every 3 months the pilot lights would go out and I get really fustrated. I call plumbers to come in to fix them and they said a part needs to be replaced. I called American Water Heater and I am on the line for 30 mins and the rep tells me to call sears. Sears come over 3 times and they don't have the part and cannot fix the problem.

Gary of Beaverton, OR September 23, 2009

Is there a solution for the replacement of a simple thermocouple off my Flame Guard AWH installed 2004 ? I don' t think so! Like the thousands of other left hand screw thermocouples the adaptor the service line sends out does not work! Or I should say it worked for 40 min. You call them back and they will suggest testing the new wire hook up from the adaptor to the new thermo switch found on the new door panel of tubes by putting a paper clip on the wires to bypass the thermoswitch. If that does not work you will need a mini volt tester to attach to the adaptor and themocouple to check your new thermocouple. I stopped here! They have worn me out like they hope they would and i Decided to purchase a new Hot water heater by GE from Home depot. BTW AWH was bought out by an Canadian HWH company in 2002 per internet. Putting a new HWH in was easy compared to putting parts in an AHW heater.

ed of Palmer, AK September 22, 2009

our hot water heater went down in 2005, had a new one installed. an american 50 gallon 50,000 btu. unfortunatly i'm just finding out that there are a number of complaints that are the same as mine. a couple of months after installation the pilot light went out. this continued for months. it would happen 2-3 times a day or not for months. it would happen in any type of weather there seemed to be no rhyme or reason. it got to the point that the co. that installed it wouldn't come any more. ihad aplumber come from work, he replaced the thermal couple but no cure. he took apart the supply tube and found gunk in it,presumably from the factory. now only 2 years after "figuring" out the problem the pilot light is going out again. from reading the complaints it is clear this brand has substantial problems and it needs to be addressed.

James of FLAGSTAFF, AZ September 22, 2009

I have had 3 of their heaters and all 3 have had problems with either leaking or thermocoupler failures. They have been very good at replacing the defective items but their product is no longer sold by our distributor locally. Inconvenience and shipping costs.

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