Complaint / review text:
I had to replace my water heater @ 4 years ago (that one had served me well for 14 years, never an issue) and the company I was dealing with only used Bradford White which I had never heard of before. Well it failed after only 4 years in September of this year. I was shocked and disgusted. I had paid extra for a 12 year warranty and with them based in Michigan I was lulled into thinking I was purchasing a quality product. The original company replaced the water heater which I grudgingly consented to because they said the only way the warranty would be honored would be to get another Bradford White. However I had to pay the labor cost of $330 plus the cleanup I endured is priceless in my hours and effort. Timing was atrocious as well (was to leave on a trip that week so that was a negative shadow) so all in all an awful experience and huge disappointment!
The installer found no cause except that the Bradford White water heater of only 4 years was "defective"! I thought innocently that when Bradford White was aware of this they would compensate me for the labor costs. I called in October and got a front line employee who told me, “Well it does not work that way, " meaning I should be happy that it was replaced. I said, “well what about this concept, that you produce a quality product that will last longer than 4 years." I would have been happier with that. Now my warranty does not revert back to 12 years, it is only 8 with the deduction of the 4 years.
I kept going up the chain and ended up speaking with Dustin Bowerman who is the CEO.initially he seemed nice and concerned and had me send photos, personal info, model/serial #'s but then responded back that they do not want to set a precedent. The water heater failing was bad enough but to waste my time with the false hope that they would offer some compensation was I thought especially cruel. He stated that they are an "Employee Owned" Business which based on my personal experience they are #1 certainly not the Customer so stay away. Go with a cheaper product and if there is failure you are not as committed financially! Here was my response to Mr. Bowerman but never got one word back which was not surprising.
"I have no confidence in your product after my one and it remains to be seen negative experience. I went out of my way to give you and your company the opportunity to turn the awful and unexpected experience into a fading memory which would not dictate my future purchasing choices but you have failed terribly. I would have appreciated you not wasting anymore of my time truly when we spoke Dustin if you planned on using the "don't want to set a precedent rule." I sent you a lot of personal information so very form to say the least. No wonder I am in the minority and price is the primary focus because there is no loyalty in either direction so thank you Dustin for creating my present and future cynicism on how employee run businesses do business! The employees are first and foremost number one and the customer is expendable as well as the quality controls to produce a reliable and sound product. Shameful but I cannot dictate your conscience, only you can. "Thank you" for stepping upon my kindness so now you are in the minority.”
Never heard back from Mr. Dustin Bowerman and it has been a month so if I had to do all over again I would have Run from Bradford White! Unfortunately this USA company does not inspire or contribute to confidence in their product nor customer service.