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I bought 2 GSW water heaters in October 2015 time frame IIRC when they were on sale and asked Lowes to keep them in the back room until I could pick them up/deliver which was in Feb 2016 IIRC. Lowes ended up delivering to my new house under renovation and my contractor brought one over to our old house. Lowes contractor ended up installing at the old house and my general contractor had his sub contractors for gasfitting and plumbing install at our house under renovation.
Anyway the water heater in our new house seemed to develop a leak around the water inlet valves and started to rust over time and I noticed this in the last 1 month or so with water on the basement floor. The water heater at the old house where my mom lives looks to be fine (knock on wood).
I had bought the warranty from Lowes for labour warranty and they sent out a plumber to inspect it and basically said that it wasn't covered under section 10 of their terms and conditions with respect to rust and faulty installation at the joint. All of this was beyond my control but I find it hard to believe that a plumber with 30+ years of experience would install a water heater incorrectly but water heaters rust generally from the inside out and on the bottom because the sediment collects there from the anode.
Anyway I went back and forth with them for about 2 weeks and went to my local Lowes that did nothing for me and went back to Assurant the insurance company that was supposed to back the warranty service and said this is complete BS and they have this terms in place so they don't have to pay out on the warranty. My warranty for the water heater expires in October 2021 apparently but it isn't worth the toilet paper I use let alone the paper it was printed on. I tried escalating to a "Supervisor" but they basically ended up telling me the same thing. Lowes corporate did nothing for me.
I ended up contacting GSW (A.O. Smith) here in Fergus, Ontario and explained the situation about it leaking and the representative gave me an RMA number and told me to peel the serial number sticker off the tank and go to the Lowes store and they would know what to do.
I setup an installation service with my local Lowes on the new tank because I figured if I get Home Depot or a 3rd party plumber to install they wouldn't want to do it (not a bundled job, don't want to warranty a 3rd party tank) or charge excessive costs for installation as there is nothing in it for them except their labour costs.
Anyway I got a new tank and ended up costing me $370+tax for delivery/installation reluctantly that I tried calling the supervisor back to get them to cover but they are a bunch of *** Anyway, perhaps this is why Lowes changed from Assurant to I believe Comerco now so perhaps they don't have these restrictions/exclusions.
Let's just say that this put a sour taste in my mouth and I will be very reluctant to buy anything big ticket from a big box store anymore but I'm not sure if a 3rd party plumber is going to be around either if I need to call them. I bought a JeldWen patio door from Lowes and JeldWen didn't backup their door either with the sweep rubbing.AvoidA
User's recommendation: Avoid extended warranties and read end to end and don't listen to sales people. Avoid big box store scams and their lack of support.
Monetary Loss: $420.
Preferred solution: Let the company propose a solution.
Lowes Pros: Usually good products and services.
Location: 1300 Castlefield Avenue, York ON M6B 4B3
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