Michael M.
Google
I had a home built 2 years ago in Tennessee and the contractor installed a Vesta Tankless water heater. Product number ABB0845-A09310060, Serial number 6LK000160263
Over the past two months I was having trouble with my hot and cold water.
My local plumbing company (Blue Ridge Plumbing) came out and looked at the unit. After researching my unit they discovered
that it had a recall in which I was not informed of. Blue Ridge contacted Vesta and Vesta told them that the Program board had to be replaced. Vesta said they would send Blue Ridge Plumbing a new board to install (Part PCB,VRS-199) (Part # 2081071S). Blue Ridge asked Vesta what was the recall for and they informed them to just install the new board.
Vesta sent the new board and Blue Ridge scheduled to come out to install it in the afternoon. When Blue Ridge went to install the new board they noticed it was for a different unit number and no instructions were sent with it.
Blue Ridge call Vesta and expressed their frustration of not having instructions. Vesta said it was the correct part and walked Blue Ridge through the install.
When it was time to test the new board it cut off all the hot water in the house.
Blue Ridge called Vesta back and they stated we must have sent you a bad board and we will send you another one!
Blue Ridge put the old board back in and said they would be back once they got the new board.
Let me state for the record Blue Ridge Plumbing knows what they are doing but it's hard to install anything without instructions or good customer service. Also Blue Ridge asked again what was the reason for the recall and did not get an answer.
About a week later Blue Ridge scheduled to put in the second board at 8:00 a.m. EST that Vesta sent. They arrived at my home on time and open the box and again no instructions!
Blue Ridge called Vesta to get instructions to only be informed by a recording that the hours for customer service was on West Coast time (3 hours behind EST). So no service for the East Coast for three hours! Blue Ridge had to come back another day once they could get hold of someone at Vesta.
Blue Ridge Plumbing informed me that they tried to call Customer service several times only to get hung up on.
Finally they got hold of Ryan Roh who is the Marketing Manager for Vesta.
He emailed Blue Ridge the steps to install the new board.
The second board was installed and it did the same thing the first board did. It cut off the hot water to the entire house!
Blue Ridge Plumbing said they had enough. They will not work on another Vesta product.
I am stuck with a water heater that is not working correctly and still under warranty and don't know what the recall is for!
I'm concerned there is a safety issue.
With all these issues I would not recommend buying this product.
