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Also see Whirlpool Water Heaters.
C. of Needville, TX May 29, 2008
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 May 25, 2008
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 May 25, 2008
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 May 22, 2008
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 May 17, 2008
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.
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