Problem solved! Let ABC15 know Valley man helps with leaky water heater

A water heater became a leaky mess for Valley homeowner John.

“The thing was disgusting,” he said, describing the leak. He took steps to contain the chaos. “I had cups under all the fittings where it was leaking. It looked like the bottom was leaking and the pan was filled with calcium. It was just a nightmare.”

The unit was only a year old and still under warranty, so John contacted the company he purchased the water heater from for help.

“They said, 'We're happy to exchange it, but you have to take it out and bring it back up.' [to the store]” John explained. He says the request came as a shock. He learned that while the device was under warranty, the labor was not. That's why the company wanted John to disassemble the water heater himself and bring it to the store for a replacement.

Understandably, John had concerns!

“I don't know how to play with the gas pipes and I don't know how to get them off the wall. I am 67 years old and do not have a vehicle large enough to install the water heater. ” he said, expressing his frustration.

John says he repeatedly contacted the company but was constantly put on hold or transferred to other departments.

He got fed up and let ABC15 know. Our Better Business Bureau volunteer, Andrew, took on the case!

“He made everything work and I didn’t have to do anything,” John said.

Our volunteer went over the warranty policy, contacted the company that sold the device and the manufacturer, and explained the situation and the potential dangers if John disassembled and removed the device himself.

Within a few days, John said, he received a call from the company where he purchased the water heater. They agreed to cover the labor costs and replace John's heater – problem solved!

Although he's happy, John says he's not quite ready to relax yet.

“Every day I go out and look at the water heater to make sure it’s not leaking.”

Let ABC15 Know/Better Business volunteers work every day to help consumers in Arizona. If you have a consumer issue, please email [email protected].