SETS Systems ripoff tankless water heater fraudulent warrenty dishonest customer service practices Miami Florida

My husband and I purchased a tankless water heater for $800 from Sets Systems in January 2007. We understood this energy efficient upgrade would require an additional $3000 installation bill from licensed contractors so we looked for a good company that would stand behind their products. Their lifetime guarantee, NASA affiliation, and HUD approved products gave us confidence in their business.

A licensed plumber and electrician installed the unit, but SETS's product was defective. Our electrician discovered the broken capacitor/resistor on the display board so we emailed pictures of this to SETS Systems to demonstrate our due diligence. Without the temperature control setting display, we are unable to adjust or monitor the temperature of the hot water being emitted. Water from this system abruptly cycles from cool to scalding hot during routine shower use.

We have contacted S.E.T.S. Systems repeatedly by phone (which they never answer) and email, sending a picture of the detached part. For 2 weeks they denied replacing their product offering unhelpful advice and delay tactics like, "refer to your manual to adjust the temperature" and "remove the aerators in your faucets to improve water pressure," and my personal favorite "the unit is obviously working because you do have some hot water so we don't have to replace it." After pointing out the warranty covers the display panel SETS customer service replies you have exceeded the [undocumented] replacement deadline. So much for the lifetime warrenty on their website and in their product information.

Now, they have said we could send the defective product back, mailing charges at our expense, for their evaluation with no guarantee of repair, also at our expense. SETS Systems expects us to do without hot water for an undetermined amount of time in the middle of winter and for an additional charge. They know we have already committed time and money into their system and they are trying to cram more charges into the sale.
We only want them to stand by their commitment to consumers posted in their literature and on their website. At the moment they are unwilling to do so. We would like to warn other consumers about their fraudulent business practices. Feburary 2007

Cynthia
Raleigh, North Carolina
U.S.A.