Complain about a product or service

American Water Heater

Also see Whirlpool Water Heaters.

Lisa of Lowell, IN July 21, 2009

My husband purchased a new home in April of 2006. The water heater was included. I always thought that we did not have adequate hot water, but I dealt with it. Today we got up to ice cold water. No pilot light on the water heater. How handy it was that the instructions to light it were on a sticker, complete with diagrams. We tried the 10 minute wait... nothing. He went on to work. I waited 15 minutes.... nothing. I tried again at 10 minute intervals for another 1.5 hours!

Finally at 7:30am I decided to try the 800 number. I was directed to a call center somewhere definitely NOT American! I could not understand the service rep. I was asked for all of my information because our water heater was not registered. I gave him the requested info, and he asked if there is a spark when I try to ignite to heater. No spark. The rep told me that the thermo coupling for my water heater is no longer made, but they can send a different one and a new adaptor. ALL I would have to pay is the shipping and handling. Hmmm I asked why their service tech wuldn't have the part. Couldn't he come by and fix it that day or the next. No, I was responsible for labor. The 6 years warranty did not cover labor after the first year.

I asked him why the part was not sent to me as a replacement prior to now since the part was obviously defective if they didn't even make them, had replaced them! The heavily accented man told me that I had to pay the frieght and maybe I could install the part myself. I said that they can send me the replacement part, but I will not pay shipping and handling for something that is replacing a defective part! A water heater should last for more than 3 years! I asked for a supervisor. I was told that my warranty did not cover labor. I asked for a supervisor, and was hung-up on!

I am going to file a lawsuit against American Water Heater Company for the cost of my new water heater and for the inconvenience they have caused.

Kathryn of Houston, TX July 17, 2009

Bought a newly constructed home in April 2008 - which included a new American Water Heater Co. gas water heater (Model BFG6140S403NOV; Serial No: 0806T434519; Prod. Code: 0732034). The new water heater stopped working on March 5th, 2009 - less than a year old! Called my plumber, who came out to see about repair - but told me that the Control unit was 'shot'. Called my builder and was given a Customer Service number for American - which I called. Got someone in India (I'm pretty sure) - but persevered and finally got transferred to someone in Tennessee. They overnighted a replacement part to me, and gave me a Labor Reimbursement Authorization Code - stating that they would reimburse me for the labor I had to pay to have the unit repaired, up to a certain amount. My plumber repaired the unit on March 7th. I mailed a letter requesting reimbursement to American Water Heater, per their instructions - with the original plumber's invoice that I paid, on March 9, 2009. It it now July 17th, 2009 - and I am still trying to get them to reimburse me the funds like they promised!

Jeffrey of Long Beach, CA July 10, 2009

This water heater will not stay lit. We have replaced the thermocouple assembly. The pilot went off after an hour and will not re-light. We give up non-english speaking service reps, parts that don't fix the problem. This is a piece of junk

Gloria of Chicago, IL July 1, 2009

Everything is happening that all the other consumers on this blog are saying! No hot water going on 1 week now, water heater only 5 years old, called 1-800 number, got a heavily accented rep, who insisted I could replace this myself, shipped wrong part, day 2 waiting on plumber or someone who can assist me. Will never, ever, by anything by American Heater!

Lorenzo of Garland, TX June 22, 2009

I'm the home owner of a 5 years old house built by Grand Homes. The original water heater installed was manufactured by Water Heaters of America. This unit has failed to work and it keeps shutting down the gas supply. American Water Heaters won't replace their defective unit. After reading several web sites, I've found out that this unit has a class action law suit. I owned a 50 Gas Tank model FG1650T403NOV, which should have a 6 years warranty. Because we are 2nd owners they claimed that we don't qualify for a replacement. This is outrageous!

I have spent over 1,000 dollars in Plumbing services and been without hot water for about 3 weeks now. I'm about to purchase a new water heater now. Frustated and angry with Water Heaters of America. They don't stand behind their products and cause lots of distress to their consumers. Please help. Thank you!

Jennifer of Brownstown, MI June 11, 2009

I lost all hot water on June 2nd; basically my pilot light won't stay lit. Today is day 10 and still no hot water. I've only lived in this brand new construction, condo for 4 years! I called the 800- for support on June 2nd, in which they said they would send me a new part that would need to be replaced; the thermal couple... Got part replaced it and same thing was happening except now the the trip switch, that wasn't on "old" part, keeps triggering because, according to Detroit Edison (our gas company that I called out when I kept smelling gas!) said that it's now overheating. He called the #800 and got nowhere and was more than irritated when he left my house after having to explain to "John" from India 3-4 times what the problem was.

I ended up speaking with a supervisor (couldn't understand his name) who stated it now needed another replacement part (the temp control unit) that would be at my door step first thing Tuesday morning. I called a local commercial plumber who met me at my condo at 4:30pm and no part. He called the 800 number and ended up leaving my house in disgust...once again getting no where. "John" told the plumber to go on top on my roof and look in vent to see if blocked then call him back. That did not happen. So there went money I had to pay Roto Rooter for nothing.

I then called my Association for help, who sent out their maintenance man to look in vent, no blockage!! He called the 800 number and got "John" again who was rude and had no clue how to even read from the manual he was obviously reading from... Now my 61yo father has been at my house for 2 days trying to help me because I cannot find anyone to deal with customer service. One plumber told me he would NEVER do work with, on or for American water heaters again...EVER. 2 tanks have already been replaced in my complex that is not more than 5 yrs old. I have multiple sclerosis and am supposed to avoid stress in order to keep me from relapsing. This has been HORRIBLE!

Day 10 still no hot water, no help, nothing! I am disgusted with this "American" company. Unfortunately I'm stuck unless I guess I pay for a whole new tank? Can't imagine why America is in a recession. Is this what American companies have come too? Screw the American customer and their rights.

Jackie of Keyport, NJ June 8, 2009

The number they give for help transfers you to India. could not understand rep. ask to speak with someone is the United States. Spoke to Bruce. He was very nice and helpful however, this company made a defective product and should stand behind it! Not charge people to ship replacement parts for the defective merchandise and people should not have to put out the expensive cost of a professional to install the replacement parts. They tell you on the phone that there are instructions and you can do it yourself! Not many people feel confident working on gas fueled appliances and water heaters! If something goes wrong,God forbid, you probably would not even be covered due to it NOT being installed by a professional! I had a problem early on with this water heater from Whirlpool (model #FG1H4040T3NV) Purchased at LOWES. Lowes was USELESS when something went wrong!

I had to call the water heater Co. Fortunately (kind of) for us it was within 1 yr. I did have to pay shipping but they did re-imburse us for the plumber cost to replace the first part. If I remember correctly the plumber used his own part after theirs was not working properly again. He said their part was "crap"! We have gotten about 4 more years out of this water heater and are now experiencing the same problem! Again I had to pay to have a "Conversion Kit" shipped to our home for 20.00 and will have to hire a professional to install this conversion kit. Which they will not cover due to it being more than 1YEAR!

Nice warranty! Something needs to be done about this company continually taking advantage of people. And also LOWES for continuing to sell and not stand behind the merchandise they sell.

Steven of Santa Monica, CA June 7, 2009

I'm an apt. manager. My employer has 33 of these water heaters in 3 different apt. complexes. The old ones never give us problems, but those bought within the last 5 years have all broken down. When I call for AWH customer service they say "If your model number begins with FG, press 1." They put me through to a guy whose heavy Indian accent is extremely hard to understand. (Pathetic)

When I first had these issues, I'd follow on his instructions best as I could. Sometimes I'd get the pilot relit, but it has never stayed lit. Every time I'd need to call an authorized repair person. A couple times the parts/labor were on warranty, but I've more often had to pay at least 147 to have it repaired. This has now happened with EIGHT of their water heaters. No doubt it will happen again.

Our plumber says he's be using the American brand for over 20 years, and until the last 4 years there was never a problem. There appears to be nothing I can do except ask our plumber to no longer install order American Water Heater products. It's a damn shame that they simply no longer stand behind their product.

Oliver of Dunlap, IL June 6, 2009

I have an American Water Heater. That is the brand name. It has a 6 year warranty. The thermocouple failed about two years ago was replaced under warranty but the labor was85.00 It has now failed again. The needed thermocouple is no longer made and when you call the 800 number the call must go to India because you can't understand the person talking to you. I will be forced to buy a new water heater if I want reliable hot water There are numerous complaints about this company and I want to be involved in any class action lawsuit

Daniel of Mesa, AZ June 1, 2009

My new home came with an American Water Heater model # FG6150T403NO. The unit itself comes with a 6 year warranty and after 5 years the pilot light will not stay lit and the inside is totally rusted. I've drained the tank before and it still rusts.

I called American Water Heater toll free number to inquire about the warranty and was on hold for about 12 minutes before someone answered and quickly hung up the phone. I just heard the line click and then heard the line disconnect. I called back again after about 30 minutes (thinking they were just busy) and stayed on hold for another 15 minutes before someone finally answered. I could not understand the person who answered the phone (I'm not hard of hearing and can normally understand people quite well).

The person asked me a couple of questions for registration (name / address, etc) and then quickly started running through a list of things I need to fix (thermal coupler and something else) which they said were not covered under the warranty! I was trying to write down as much as possible and when I asked the person politely to please repeat what he/she said, they hung up on me! Again!

Wow, how much does this company pay in toll free charges? I went ahead and bought a new Bradford and White hot water heater after visiting this site and reading all the complaints on American!

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