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Also see Whirlpool Water Heaters.
Jose of New Haven MI (07/07/08)
my water heater gave up un me and I can not get service parts anywhere. I have one of those flamelock water heaters that use the counter clockwise thread on the thermo couple. My has not been bad. since is took four years before it went bad.
taking a cold shower in Michigan is the civilian version of waterboarding. I believe I have been scarred for life. No need for monetary compensation but a quick fix would surely be appreciated.
Barb of Fayetteville AR (07/03/08)
Flamelock, Water Heater. Thermocouple went out. Went 6th st Lowes but they didn't have any parts. Appliance guy said he has had hundreds of complaints. Suggested I call other stores. I did and got the same answer. Called the 800 on the tank. First got the class action law suit line (if you reported before June 28 you get a few bucks) but he told me how to get through. I got Justin who after giving him my serial #he read me a tech bull. about cleaning the filter and checking the draft. The screen was as clean as the day it was put in... the house is only 1.5 years old.
Anyway I said it was the thermocouple cause I couldn't keep the pilot lit or I could light it and get it to stay lit but it would only let the burner run for a short amount of minutes. He told me there was a fuse in line too. I said if the fuse was out I wouldn't be able to light the pilot and keep it lit at all. I said Lowes told me the manufacturer would send out a whole new assembly. He said he would. I asked him if it would have a standard thermocouple instead of the left hand thread one on the unit. He said it is a new right hand thread thermocouple on a whole new assembly .... I had to pay $8 to get 2nd day shipment.
This is Wednesday night... July 4 is Friday... I'll get it Next Tues.... meanwhile without hot water... and still looking for a left hand thread thermocouple I can use before Tues.
To hire a plumber seems to run $130 on up. Finding even the original part seems impossible and there seems to be indication from various internet comments about the thermocouple problem on these American Water heaters that Whirlpool now owns, that the replacement may not be long lived either. This is obviously a faulty part. This has been a known problem for many months. The heaters should be fixed or replaced at no charge to the customers. This about paying $2mill to the class action lawyers and $15 to the customers is simply taking the consumer to the cleaners again. Thanks for listening.
Jemson of Granada Hills CA (07/01/08)
My water heater went out so I tried to re-light the pilot. After many failed attempts contacted home owners ins. to have tech come out and fix. He said that the unitrol valve and thermo couple were busted and call the mfg since it was still under warranty. I called and finally got thru to tech support. They said that they could send the thermocoulple part and I would have to pay for the shipping. They did not have the unitrol and I would have to go and find it then send the receipt to the company for reimbursment.
They did not tell me that I would have to be home to receive the part. Part that was purchased did not fit the waterheater. So I went another 3 days without hot water. The part got here but missed the shipping guy on Friday so had to wait till Monday so another weekend without hot water. The parts get here and the installers came back out to fix but the new unitrol did not work.
No hot water for 9 days! having to call out techs 3 times to fix the water heater. Frustration with Mfg. and not getting parts. Broken new parts but thankful that the origional Unitrol still worked. Having to pay for faulty water heater parts. Class action regarding the specific model that I have.
Carolyn of Holtsville, NY (06/29/08)
I was told they could send me the part free of charge which would take between three to five days, yet I would have to pay for the repair (which will cost me $300.00) This is a cost I should not have to pay due to the recall on the part. my heater is only three years old, I would like to be reinbursed for my inconvience as well as this part.
Keith of West Lafayette IN (06/23/08)
I tried to call American Water Heater about the conversion kit and about why we never heard back concerning the paperwork we filed related to the class action lawsuit. Whenever I called and identified myself, they hung up on me without saying anything.
The pilot light to our whirlpool water heater burns out about once a year.
Beverly of White Lake MI (06/20/08)
The control for the thermocouple has gone out three times in 5 months. The first time i had an local company service the unit. The second time I called AWH and was told a replacement part would be sent. They expected my tenant to replace it. I arranged for a tech to do the work, but after installation the part did not work. I called and was told he should call them to be talked through the problem. I will have to pay for another service call and I convinced that this part will fail in a few months.
My tenants, including a pregnant mother and small child, have been without hot water for several days. I have spent about 200 dollars so far.
Jake of Ofallon MO (06/19/08)
American Hot Water Heater should change their name to American Cold Water! After about a week of cold showers and laying on a cold basement floor exchanging thermocouplers, no progress has been made. And after reading these excerpts from other victims of cold showers, We have decided to move on and get a new hot water heater because I'm done talking to technical support on the other side of the world and waiting for another defective piece.
James of Merrillville IN (06/11/08)
My town home is 3 years old,, it has a American water heater in it. 3 months ago,, Feburary,, I had to replace a thermol couple,, after purchaseing a universal kit, it has standard threads, where as the american water heater company seem fit to install left hand thread. Well off to the specitility store. I found a american themal coupler, installed it and it work until now june 3. so back to the special store, well they have no more, will have no more. told me to call the comapny. I did, He said he'd send the part out the next day, should take 3 days he said or I could pay $18.oo to overnight it.
i said ship it ground. Now I read these other horror stories,, about the replacement part not fixing the problem, everyone that owns these units should have them replaced, by american water heater co.
2nd coupler to go out, many inconviences due to no hot water. No real concern from the company, it seems they really dont care
Brent of Greene ME (06/11/08)
I am a gas technician with 25 years experience. A customer called with a problem with his water heater. It is an American water heater, Flame Guard model. After my initial frustration of the left hand thread thermocouple, I contacted American water heater company. The representative was efficient and courteous. He explained there is a conversion kit, which would be supplied by the manufacturer, to repair the heater. He explained the shipping options to me, and as this is a rental property, I needed the kit as soon as possible.
I paid $18 for overnight delivery, a fair and reasonable charge. It took only about 40 minutes for me to make the repair, however, I would be uncomfortable asking the average homeowner to make the repair. My impression of American water heater is good.
Ken of Rolling Hills Estates CA (06/10/08)
I had an American Water Heater Installed in one of my Apartments in Aug 2004. In July '05 the pilot light would not turn on to heat the water. My property manage callled in a plumber and I was told the thermocouple needed replacement and it was not available. I spent a couple of hours cleaning the thermocouple up and got it going. The waterheater has gone out a several more times with the same scenario,
A plumber would come out and I would be charged $45 each time and have the plumber do nothing because of part unavailability for the waterheater. The last time was in May of '08, where the thermocouple would no longer keep the pilot lit. I replaced the waterheater. I sent in for a Kit a month ealier that would fix the problem, I never heard or got squat from them.
3 plumbing calls, 3 personal visits to the Apts. 1 new water heater
C. of Needville TX (05/29/08)
We built a home in 2003 and the builder installed an American Water Heater 50gal Flame Guard water heater. On May 23rd, I discovered I had no hot water. After taking a closer look at my water heater that evening I discovered the pilot light would not stay lit. So I called early Saturday morning to American Water Heater Company. After getting no one on the phone, my wife filled out the Technical Assistance Form online and a tech called me. I was informed that my Thermocouple went out and I needed to order a new one but with it being Memorial weekend I would not get it until Wednesday, May 28th.
We have well water so understand we took cold, cold showers or had to boil water to get a close to warm bath for our two young kids during these days. We got the thermocouple on Wednesday and I spent about 2 1/2 hours working on putting in the new unit and then fighting with trying to keep the pilot light lit which every time I took my finger off the button the light went out. I called the 800# and never got an answer and went on the computer and filled out the technical request which I never heard anything.
During all this fustration I missed my son's baseball game because I just wanted us to be able to take a hot bath that night without having to boil water to do so. Well we did get a hot bath that night but no thanks to American Water Heater Company but rather to my in-laws who recommended we drive across town and use theirs. I think after reading all the complaints and after our own experience we are going to look into getting a new water heater.
Marilyn of Ozone Park NY (05/25/08)
Water heater stopped working on Friday night of May 23rd, which was the start of the Memorial Day weekend. I didn't find out about it until Saturday morning when I came home from work. I called Keyspan who then sent an technician over. Who then said I needed a burner conversion kit and that the way i could get one was to call the American Water Heater Co. to replace it. I called all day Saturday and kept getting the company voicemail and I left a countless number of messages because their message said someone would call me back and no one has. I even tried using their website to try and find the part but the website doesn't even have it.
I called Keyspan again this morning and they can't even do anything. This is a complete inconvenience because it is after all a holiday weekend, and now as it turns out I have to wait probably till Tuesday to order the part and then I have to wait to recieve and then wait for keyspan to come install it. I've had to boil water to take a bath and inconvenience other to use their showers. I can't even wash dishes.
Frustration and aggravation to not only myself but my household.
Joseph of Valparaiso, IN (05/25/08)
I am the owner of a 3 year old American water heater that has given me nothing but problems. The most recent one is my pilot light, that won't stay lit. After trying to light it for over an hour I finally called my plumber. He told me that he gets these complaints all the time and that there is a class action lawsuit on AWH for faulty thermocouples.
Then he goes on to say that I need to contact AWH and have a new part sent to me and he would come install it. Well after trying to get in touch numerous times only hear recordings, I did some research. Low and behold here are all these other complaints of poeple with the same problem. After reading how expensive and stressful it was for people to get this new defective part I decided to just go buy a new water heater.
Charlotte of Escondido CA (05/22/08)
I have an American water heater. I have had it for 3 1/2 years and the thermocouple has gone out. I understand there is a class action suit against them, but when I talked to a person at American they told me the suit was settled. In talking to several plumbers in the area they tell me it isn't. I know this is a problem so why are they being allowed to charge $18 for shipping and then requiring the owner to replace the part themselves which I understand is not only dangerous, but it still doesn't work.
After reviewing the facts, I am going to replace my water heater, and hope American will be run out of business for such devious and business practices. I have to purchase a new water heater to the tune of $800 when I paid $593 three years ago. I have spent a great deal of time without hot water and a lot of time trying to get the issue resolved to no avail through American.
Katharine of Chicago IL (05/17/08)
Our condo building purchased 5 Pro line water heaters four years ago. Since then, 3 of the 5 units have had a problem with the no hot water that required us paying for the shipment an installation of a defective part. The company assumed no responsibility and would not reimburse us for these costs.
J.l.mc of Manchester GA (05/02/08)
a coustomer has a titan water heater model e1e2.5us product#40220042 serial #0503220415 the thermostat is bad and was told they were no longer available ineedto know where i can get another tiny titan water heater and what price
Danielle of Horizon TX (04/30/08)
About five days ago the pilot on our water heater gave out, after contacting the 1800 costumer service number they informed me that I had to pay a 18 dollar shipping fee and the parts they would send me would fix the problem and I wouldn't have to go through this again. Well they lied they sent the new part and after paying a plumber to install the part guess what, the pilot still wouldn't light.
So back to square one with the customer rep telling me that they'll re-send me the same part! Did I mention that we bought this house brand new and have only lived in it for 5 months, were frustrated,out of money from staying at hotels, and noe having to rotate from one family member to another just to take a hot shower. What to do next?
We have had to pay the shipping fees, the cost for a plumber to install the defective part, and the cost of staying at a hotel.
Honey of New Carlisle, OH (04/07/08)
Pilot light went out on my 2 year old water heater. I called to get a replacement part and was told to pay $18 for shipping or else it would be 5-7 days. We have already been without for 3 days because this happened over the weekend. The only way to get it shipped sooner is to pay this amount with a credit card. We do not have any credit cards.
I have now had to result in my family of 4 having to go to relatives houses to shower. I can't wash dishes or clothes. Not to mention the cost of a repairman coming out to fix it. $50 just for the plumber to come out and another $86 and hour for the time he is here.
Dave of Rockford IL (03/01/08)
I purchased a Whirlpool water heater from Lowe's in June 2003. Since then I have replaced the thermocouple going on four times now. When I woke up this morning and noticed I had no hot water, I tried lighting the pilot light repeatedly, and new the problem was the thermocouple. I went to several specialty hardware stores, and no one had a 24 left hand thread (thermocouple). I then called Lowe's who said they no longer carry this part because of a recall, and I needed to contact Whirlpool. After waiting on the line for 12 minutes, Mary answered the phone. She was very hard to understand--sounded like their call center was outside the U.S. However she did say they would send me a new manifold door assembly (which would include a thermocouple) in 5 business days, or I could pay $18 for shipping and receive it Tuesday. I have to now pay for shipping or else my family goes without hot water for a week.
I think it extremely careless for Whirlpool to not even send the Lowe's stores these replacement parts since they are the only store that sells this brand of water heater. Also, I'm extremely angry over all the constant problems I am having with this unit since thermocouples should last 10-12 years. This has become very costly and time consuming
Ben of South Euclid OH (02/18/08)
Our Whirlpool water heater (50 gal.) purchased at Lowe's has put me in a quandry. The first tank I purchased had to be replaced because it wouldn't function properly. American Water Heater agreed to replace my tank with an identical model from Lowe's. The problem is that both of my tanks were manufactured between 2002 and 2006. The tanks made during that time period were named in a consumer lawsuit because of problems with the FVIR unit. The settlement states that the tank purchaser is responsible for installation costs of the FVIR unit. How do I know that the new FVIR units will correct the tank's problem, and why should the consumer have to pay for installation costs? In addition, since I'm the owner of a water tank manufactured between 2002-06, I'm waiting for the FVIR unit to fail (which it will), and no thermocouple replacement will correct the water tank. So, in a nutshell, if it isn't broke why fix it with the replacement FVIR kit? Would I be buying myself even more problems with the water tank? American refuses to replace the tank as long as it's fixable. At what point do the installation costs exceed the original price of the tank? It doesn't make any sense.
I'm stuck with a tank that may not be corrected with American's FVIR replacement kit. American does not guarantee that the new FVIR kit will solve the problem. Other consumers who purchased the Whirlpool Flame Guard water tank series are faced with the same problem, some even worse. Just read the number of complaints about this product (dubbed one of America's worse 10 products of 2007).
Craig of Englewwod CO (02/10/08)
Pilot light will not stay lit. No hot water, so my family has been taking cold showers.
Jack of Sound Bch NY (02/08/08)
The pilot outages have very little to do with thermocouples. They have an extreme condensation problem. I don't think the company even knows how to correct this. A condensation is created perhaps because of the sealed chamber. I try to loosen up on the cover screws (has helped a little). Also, the screen at the bottom of the heater has to be clear. Good luck.
I receive constant complaints as a service tech.
Fred of Goodyear AZ (12/24/07)
I purchased my home in 2003 and it came with an Amercan Water Heater Company 50gal Flame Guard water heater. About 2 months ago, my water heater flame went out while I was on duty, and my wife and family were left w/out hot water. Luckily my brother-in-law came over and after 30 minutes of fighting with it, was able to get it going again. The same thing happened again 2 weeks ago, and I personally spent 45 minutes holding down the red button because I couldn't get it to light with just the 60 seconds the company tells you to hold it down for.
Now, here it is, Christmas eve and my family has no hot water! The heater pilot light won't come on no matter how long I hold the button! I went and purchased a universal heatercouple at Home Depot, and after going to the AWH website for instructions I replaced the heatercouple only to find out 2 very important things.... 1) AWH feels that these water heaters are so special that they need to have thermocouples with left-handed threads. All the universals are standard threads, so now that I've gone through all the trouble of taking it apart and replacing the thermocouple, it wont work! What kind of racket is this? Eliminate the possibility of using an inexpensive universal part, so I'm forced to go to a the company for expensive factory parts. THEY'RE closed today, and I have no way of finding out how to get a part on Christmas Eve! 2) I found out that there is a class-action lawsuit against American Water Heater regarding defective thermocouplers. Go to www.waterheatersettlement.com for information.
NO HOT WATER ON CHRISTMAS!
Richard of Friant, CA (12/03/07)
I have the same complaint that I have been reading about on your web page. Thermal coupler going out. My 1st coupler went out about 2 years, when it was still under warranty. The 2nd purchased lasted one month.
Company sent a new assembly with coupler reset but it still went out about every 2 days. So company sent new gas valve, still went out every two days. They will send parts but won't pay for the tech. Installing the coupler is not easy and should be done by a trained pro.
So far I'm out over $200 and the problem is still not resolved.
Carlos of Mendota CA (11/05/07)
My American Water Heater is three year old, and about six months ago the pilot light went out without warning. I lit it up and it worked fine, until now 11/3/07; and now the pilot will not stay on by itself. As soon as I take my finger off the reset red button the pilot dies, and the water heater won't work at all. I thank consumer affairs because until now I had no idea that this was a manufacturing defect, and that American Water Heater Co. is not assuming responsibility for their low quality product. I will now go to Lowes to purchase a thermo couple, and hope that will fix this problem for a few months.
My family and I have been taking cold showers and using only cold water for about a week. Thanks to you guys I don't have to pay a plumber to tell me what is wrong or to charge me for repairs that I don't need.
Brad of Brookston IN (10/29/07)
I purchased a flamelock water heater (American Water Heater Company) and have replaced the thermocouple myself 4 times. I now can't even replace the part because Lowes doesn't carry them anymore. I did not think I needed to keep the receipt for a water heater, so they won't take it back. Now I have no hot water for a family with four children, and no part to fix until American sends me a new one that will last about 6 months.
Kevin of El Paso TX (10/23/07)
I had an American Water Heater Installed in a new home in June 2005. In April '07 the pilot light would not turn on to heat the water. American Water Heater sent a conversion kit that cost $65 to have a plumber install. Now in Oct '07 I have the same problem, and Amercian Water Heater told me I must have a bad thermocouple. When I asked the American Water Heater Tech support person if they had a design problem, he replied "no". When the plumber came to change the thermocouple for another $65, I found out that he has experienced "a lot" of similar problems. My subsequent research indicates that there is a definite design issue with these water heaters and American Water Heater is hiding it. American Water Heater is not living up to their warranty and should issue a recall.
Already spent $130 in repairs for a $227 water heater that is only two years old + loss of hot water and lost work waiting for a plumber.
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