On Sep. 25th, 2014 our tankless water heater stopped working. I called Allianze and spoke with someone there who seemed very helpful. I was very happy with how quick she put things into motion as we needed a technician to come to the house to fix the problem. Later that day the tech (who was very helpful) replaced the pump and left, saying that it would take 30 minutes for the tankless heater to fill up the 40 gallon tank (which makes no sense to me, cuz i though the point of going tankless was to have hot water ON DEMAND). So anyways, we said ok. he left. An hour later....still no hot water. I called the after hours service and put in a request to have the tech back first thing the next day. So Sept 26 (friday) came along and i called to speak with the same woman who was so helpful the day before and this time she was extremely rude. She placed me on hold and then i had another call on the other line from another woman at the same company. The second woman seemed to be in a much better mood so i stayed on the line with her instead. She then told me that the tech was busy all day so he would squeeze us in at some point. ok fine....i'll take it but im not very impressed. By 2:30 pm I had called back about two times asking for an update on the tech and what time we could expect him (since my husband and i both have full time jobs). The woman who seems to be much nicer to deal with had now started to give me attitude. She told me "the tech is very busy with other calls and he probably won't be home to see his family until 10pm that night" in which i responded "im sorry....but do you only have ONE tech? if so...you guys should probably hire some more". I asked her why she was acting as if i was bothering her every time i called. She is customer service and i pay $40 a month for a 7 year old tankless system that should be working, and if not, the i need SERVICE. Not a hassle. The woman finally told me she would call another tech and get back to me. 5 minutes later i received an email saying "I have forwarded all your information to a service technician who will either call you later today or tomorrow for sure". So i called her back saying that was NOT acceptable. We have been without hot water for almost 48 hours now and we needed someone to come THAT DAY. She emailed me back moments after we hung up saying to expect someone today but she wasn't sure of a time. Fine. No problem. So that same tech from the night before shows up at 6pm...and leaves at 8-8:30pm. He made sure everything was working this time before he left. GREAT. However after i had a shower and went downstairs to check on the tankless heater.....i saw water pouring out of the part he replaced now for the second time. I called the emergency after hours and nobody called me until the next morning. The tech who was on call informed me that he did not have access to any parts since we have a 7 yr old system and that it would have to wait until monday. Not really sure what the point of having an emergency on-call number and tech if they can't fix it until the office is open.
needless to say....we have broken up with Allianze and will be taking our business elsewhere. If you are with this company, good luck in getting anything resolved in a timely manner. It is now Sept 29th and we still don't have hot water.
- Approximate cost of services:
- $40.00