Watertight Watercare

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WORST EXPERIENCE! We purchased a home in May. Two weeks before we purchased the home, the seller purchased a water heater at Home Depot. Home Depot installations in southern WI are managed by Crew2. Crew2 contracted Watertight Watercare to install the brand new heater. The home seller said he clearly explained he had a propane system when he purchased the water heater at Home Depot.
A mistake was made and a natural gas water heater was brought to the house for installation. The installation occurred at the same time as the house-inspection. My fiancé and I, our parents, our real estate agent, the seller, and the inspector were all present when a man named Cypress from Watertight Watercare came to install the new heater.
Cypress removed a PROPANE water heater and installed a NATURAL GAS water heater. These units are NOT interchangeable and improper install can be extremely DANGEROUS. At no point did Cypress question any of us about which gas system we used and proceeded to install the improper heater.
We purchased the house a few days later. Within the first week, we stopped getting hot water. We called the manufacturer of the heater and were told it was a natural gas unit. The unit was fried and not covered under warranty because it was improperly installed.
I called Crew2 and was told to contact the installation company- Watertight Watercare.
I SPOKE WITH PAUL AT WATERTIGHT WATERCARE. I calmly explained the situation and asked how we can proceed to have it resolved. Paul immediately became defensive and told me I wasn’t his customer. I told him the unit they installed was a week old and was broken, and void of warranty, due to improper installation.
Paul continued speaking to me in a loud and harsh tone and reiterated that it wasn’t their fault and that, "I was crazy if I thought they were going to come install a new water heater. It wasn’t Cypress' fault. The wrong water heater was installed. It's not their job to check which gas type a house has!!”
I replied that I expected a professional installation company to follow basic safety steps. Paul again became defensive and told me it was the customer’s fault for not telling them it was a propane gas system. I calmly asked to speak to the owner of the company. Paul told me no many times. I repeated my desire to speak with the owner of the company and Paul simply told me that wasn’t going to happen and I wasn’t getting a new water heater. Paul hung up on me.
I called Crew2 and explained what happened. I was apologized to profusely and told that was NOT how they want their customers treated. Crew2 agreed that the installation was faulty and very dangerous. Crew2 agreed to pay the full price of a brand-new PROPANE water heater for us and paid for a different company to install the water heater.
I would NEVER allow anyone at Watertight Watercare to do any work on my home again. They put our family at risk and didn’t take blame for a very dangerous situation they caused. If there was ever any question about the water heater type, Cypress had nearly a dozen people on-site in the home that could have pointed out the 500 gallon Propane Tank in the back yard. Paul treated me horribly, called me offensive names, yelled at me and eventually hung up on be.
I am just happy that Crew2 and Home Depot stood behind their customer care and replaced the water heater at no charge to us. Watertight Watercare is a family owned and operated business, so I expected much more. I was horrifically disappointed. Please be warned. Don’t put your family in a dangerous situation.