Problems with new hot water tank

8 years ago

In mid October we had a new gas water heater installed and power vented outside.

We have had nothing but problems with the hot water heater since the day it was installed. brand is state.

Originally the water temp coming out at the sink was reading 150 degrees, way, way to hot. It was lowered and continued to be lowered all the way down to low which should then be coming out at 110 degrees and nothing changed.

Installation company came out and checked the water heater. Emptied the tank, refilled with water and determined that the gas control valve/thermostat was defective and needed to be replaced.

New gas control valve/thermostat was installed tank refilled and heated and set to be 120 degrees. 3 hours after finished water read 122 degrees.

By the next morning, the water was reading 130-135 degrees with a thermometer at the kitchen sink.

The installation company contacted the State water heater company and they where told to replace the valve/thermostat again. The company refused and wanted them to send someone from their company to check out the water heater themselves. They told state water heater company that they would not replace the gas control valve/thermostat again.

It took 2 weeks for the state water heater rep to contact the installation company.

The State water heater company sent out their plumber today to inspect the water heater and determine what was wrong.

He determined the following

"gas valve in good running condition. Went through all components of the water heater with tech support and they approved all parts to be in working condition. When I arrived I was getting 131 degrees F out of the kitchen sink. Hot valve was set on low (110 degrees. Drained entire 50 gallon tank, set valve to hot (120 degrees F) tested kitchen sink and got 120 degrees at the kitchen sink. Recomend installing a mixing valve to temper the water."

The State water heater company plumber said that the installation company would have to install the mixing valve and there would be a charge for it.

9 hours after the guy left, the hot water is reading 140 on a thermometer and he left the valve setting on hot.

My husband and I reread the instructions in the manual for setting the water temp, and it says that short use of hot water could increase the water temp by 20 degrees, short use such as washing hands, filling a pot with hot water etc. it suggests if there are frequent uses like that to set the temp lower to prevent burning skin. There is no mention of a mixing valve to temper the water.

None of this makes any sense to me or to my husband. This is a brand new water heater and it is not working as it was designed to work, based on the instruction manual that came with the water heater. We don't understand why it should be necessary to add a mixing valve to correct the problem, assuming that will fix the problem; and we sure as heck don't see why we should have to pay for anything to correct the problem either.

Does this make any sense to any one? Have you heard of a problem like this?

We are both senior citizens and we want the water temp to be 120 degrees for safety reasons.

Compounding this problem is that the installation company also installed a new hot air furnace, humidifier and central AC and will not register any of the products or send in the required info for the large rebates that we are entitled to until we pay them in full and this has to be done by Dec. 31, 2017 or we lose the rebates.

I'm afraid that there is something wrong with the water heater to begin with and want a different one installed and I'm not comfortable with the water heater being replaced with another state brand water heater.

Can anyone give us some advice as we are running out of time on the rebates which are in excess of $1500.

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Comments (2)

Jake The Wonderdog
8 years ago
Ok, so you have two problems. One is a business problem and one is a mechanical problem. Here's how I would do this:

Your dealings with the installation company need to be in writing going forward. It can be e-mail, or paper and ink. If you have a phone conversation document who you talked to, what was said and when.

I would provide them payment for everything but the water heater and minus the rebates. Tell them in writing that you are providing payment for the items that are operating properly. Tell them if you receive the rebate documents in time to submit them, you will pay them that amount. Likewise, when the water heater is fixed you will pay that amount as well.

By doing this you will establish that you are working in good faith, that you have paid for work that was properly done, and that you aren't being unreasonable.

You can also make it very clear that if they don't provide the rebate documentation in time, you will deduct it from the amount owed.

As for the water heater - you can expect a little variation in temperature but what you are getting is clearly excessive.

The folks you purchased this from (I'm assuming the installation company) is responsible for making this right. If they were smart, they would install the tempering valve and be done with it. I agree with you - they have attempted a fix on this water heater twice now and it's not fixed. They need to replace it with something else and / or install a mixing valve without additional charge. That's not great for them, but it's a completely reasonable solution. Any negotiations with State needs to be on them -- not you.

I would give them a deadline by which you want all of this resolved. The water heater, the rebates, all of it. I would say that you want it done no later than 12/26 so that you have a few business days to complete the rebate paperwork. If it's not completely resolved by that time you will hire a different plumber to replace the water heater.

By paying for the work that was properly done, clearly communicating reasonable deadlines and expectations, and doing this in writing, you are preparing yourself for a small claims court case. That will be much more expensive for them than installing a mixing valve.
klem1
8 years ago
Something is missing in what you are telling us. The manufacture should pay installation company for installing new gas control so I don't understand the reluctance to change it agin. I hope you have documented what you were told. If not,start now. First order of business is securing the rebates,even if that require's paying for the heater before problem is solved. How much do you owe? Was cost of water heater on same invoice as other appliances? If it was,try to negotiate in writeing to pay off other appliances so rebates can be sent in. If you were you in Texas I'd say you had a good case for small claims(aka JP court,no lawyer required ) if everything else failed. Read up on your state's small claims now so that you know how much if any leverage you have there if and when they are last resort. You shouldn't have to install a tempering valve to overcome a defective heater. Tempering valves are intended to protect one or more faucets such as child's bath while allowing hot water flow to kitchen and laundry.
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