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Report: #1455468

Complaint Review: Sal's Heating and Cooling - North Royalton OHio

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  • Reported By: Greg — North Ridgeville Ohio United States
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  • Sal's Heating and Cooling 11701 Royalton Rd North Royalton, OHio United States

Sal's Heating and Cooling Install New Tankless Water Heater North Royalton OHio

*REBUTTAL Owner of company: Tankless was 5 years OLD OUT OF WARRANTY

*Author of original report: Issues Resolved

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How can I say this...DON'T USE THIS COMPANY!!!  I bought a tankless water heater from them because I have 6 children 4 of which are in middle school or high school and hot water in the shower is at a premium.  It worked for about a year and a half and then the problems started.  Just outside their labor warranty period...HHHMMMM!

 This unit new and installed is about $5000.00.  I got it through a WTAM auction for  cheaper but it is still super expensive.  One day it just stopped producing heat.  I called them and they sent a service rep out.  He stayed for about an hour and a half and charged me over $100 to tell me that he couldn't figure it out.  He said that he doesn't really work on these systems much and would send someone else out.  This rep said the the heat exchanger needed to be replaced and wanted to charge me another $100 for the call.

 I advised him that I would not be paying for this call as the first guy couldn't get it figured out.  This was in August, right before school starts.  He said that they would have to call Navien to see if they could get the part warrantied.  FOUR months later I called them in December after hearing NOTHING!  They said that Navien would warranty the part and that they would have to come out and replace it which would take 3-5 hours.  

I would be responsible for the labor....WOW...are you kidding me?  I have 6 children, it's been 4 months with no contact and you want to charge me labor of $300-$500 to warranty a part!!  I asked to speak with the owner Sal, after several days, he called me at a ridiculous time and left a message on my cell phone saying that he would not make any exceptions and that I would have to pay for the labor.  It's been a year now and I have not had the use of this hot water heater.

 I called another company to come and give me a second opinion.  They also said that the heat exchanger needed to be replaced.  However, they also said that whoever installed it cut serious corners and installed 2 inch vent instead of the manufactures recommended 3 inch vent and the vented it close to a door and a window which against code...WOW!! I called them to give them one more shot at making it right.  One of the reps felt that they should waive the labor and get it done for me but after checking with the owner, Sal, he would not budge on me paying for the labor.

 I called Navien and explained to them about the warranted part asking them to send it to the other company.  They advised me that Sal's never sent it back to them.  They said it was my part and I could get it from Sal's.  I asked Sal's when I could pick up the part.  They said that they had it and were never charged by Navien for it nor were they billed for any shipping. They said that the owner, Sal, would not release it to me.  ARE YOU KIDDING ME, IT'S MY PART!!! DO NOT GO HERE.  I will be calling the CAVS and WTAM and sharing my experience with them as well as anyone else that they advertise with.

This report was posted on Ripoff Report on 08/07/2018 11:46 AM and is a permanent record located here: https://www.ripoffreport.com/reports/sals-heating-and-cooling/north-royalton-ohio-44133/sals-heating-and-cooling-install-new-tankless-water-heater-north-royalton-ohio-1455468. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
1Author
0Consumer
1Employee/Owner

#2 REBUTTAL Owner of company

Tankless was 5 years OLD OUT OF WARRANTY

AUTHOR: Sal - (United States)

POSTED: Wednesday, September 19, 2018

Even though this event had a happy ending for this customer. None of what wrote in the intial complaint was true and after the complaintant learned this after all the ranting and raving did not clarify this in the rubutal and the intial complaint will never be removed which is unfair to the business and owner. So I will clairify. This unit was installed in 2013,  5 years ago it is to be maintained every year which it was not. Navien was nice enough to send a heat exchanger to a licenced contractor which is Sal's. They will never send any parts to a home owner. Navien reported back to us they went through all the phone calls and NEVER did Navien ever suggest we should just give him the part. This has been confirmed. This unit needed three other parts besides this one and 3 more visits to get it running and should have been paid for and this customer knows that and of course never offered. This probably cost my company Thousands of dollars and Navien 3 free parts and a heat exchanger. All under warranty if the unit was maintained but this unit was clearly not. Saying these units should last longer is not a reason to keep asking if we ARE KIDDING. We are not kidding you, we follow the warranty The customer agreed to when it was purchased. Every thing was installed correctly and the PVC is optional 2" with the short length 3" is not needed. This is why a policemen should be a policemen and not write reviews like this in frustration as it is really worthless information. Yes we fixed it because we can and have a great reputation. In no way did we have to, nor should we have. It is sad that review sites think they are helping resolve a customers issue. In my opinion we were blackmailed into that either because a customer don't want to do their part to maintain or just expects a company to make up for their lack of income to cover the expense from the mistake of not maintaining this unit properly. In any event I am glad he is happy but some folks need to understand why the answer is NO. The labor warranty was 4 years out from purchase and even though the agreement was if anything else was wrong with the unit after installing the heat exchanger,  he would pay for it and we still did it for free. So your welcome. I hope you never have any issues again. So please maintain this unit. Sal's  

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#1 Author of original report

Issues Resolved

AUTHOR: Greg - (United States)

POSTED: Wednesday, September 19, 2018

After posting my comments below, the owner of the company, Sal, called me to discuss my concerns and complaints with his company.  Sal made arrangemnts for the manufacturer of the tanklees water heater that his company install to come out and analyze the situation.  Sal agreed to fix all of the issues that I had and sent an installer out as well as the manufactures rep so that he could oversee the installation to make sure things were done properly.  Sal took care of my issues and we now have hot water again.  Thank you for addressing my issues and for taking care of the problems.

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