New England Water Heater Company
Reviews and Complaints

I bought a house with an 80 gallon tank rental from NE Hot Water Heater Co. When I called to find out how to end my contract, they said I needed a plumber's invoice for installing a new one, a city permit, and inspection approval for a replacement tank. Plus, they don't even take away the old tank. This tank has probably been in the house for 20 years. With a monthly cost of $12.50, that's $3000! This one deserves a negative star.

I've been a customer for over 10 years, and the previous folks who lived here were customers for years before that. Recently, our hot water heater stopped working. I called and got some really great customer service. They were nice and understanding. They came out and checked it out, and it needed to be replaced, but they were able to fix it temporarily until they could do the installation. My old water heater was from way back in 1994! When I talked to NEWH again about getting a new one, they explained all the options to me and were super patient while we made up our minds. I really appreciate that they took the time to go through everything and didn't make me feel rushed at all. We decided to keep renting and have them put in a new water heater. They came out the next day after I signed the paperwork (which they sent by email, and that was really cool and efficient). They worked really fast and were super polite! I would totally recommend them!

Do not enter into an agreement with NE Water Heater co. I've been paying rental fees for over 32 years for a unit in our one bedroom rental property. Several times through the years, I contacted them and asked them to be proactive and install a more energy efficient unit before it became a problem. They always refused. We decided to cut ties and install our own unit... one that is the right size for 1/2 persons... not an 80 gallon unit that wastes energy. To my shock, NEWH told me that when I end my agreement with them, the unit becomes mine and they won't pick it up. Eric told me it's written right on the back of their invoice. Yes, dang it, it's there! Imagine the money we've spent renting from them. Eric told me they didn't replace it with a more energy efficient unit because they don't offer one. Really? After 32 years, their unit choices haven't changed? I don't buy it. Why does the MA Dept. of Energy Resources allow this company to use products that clearly waste energy? I'm going to ask. The idea of the "renter" becoming the "owner" of the unit when you want to end the lease is hard to understand, no matter what's written on the back of the invoice. I think it's necessary to investigate this policy. While it's stated on the invoice, that doesn't make it right. Consumers need to be better informed about this business practice and better protected. Eric told me their agreement is like leasing a car. When the lease ends, the customer returns the car. Really? He needs a better analogy. I didn't pick up the water heater like a person picks up a leased car. A person doesn't lease a car for 32 years! I can't remove the unit myself because it requires plumbing and electrical skills. So, we're stuck "owning" a unit we thought we were renting. Okay. Please do yourself a favor and stay away from this company. Call a local contractor and have your own unit installed.

When I bought my crib like 17 years back, it already had this water tank rented from New England Hot Water Heater. Ain't nobody ever gave me a new contract when I took over the monthly payments. Now that I'm selling the joint, the new owners ain't interested in renting the tank or getting the services. So, I called these guys to cancel the service, and guess what? They tell me it's my job to hire a plumber and get rid of the tank. Man, that's gonna cost me a pretty penny 'cause this tank is like over 20 years old and got some stone lining. I'm telling you, this company ain't doing right by me. How come the renter gotta take care of removing rented property? They'll fix it if it breaks, but when you wanna end the service, they ain't got your back?

I had New England water heaters in my house until ovr 10 years ago. Evry time they brought a new heater they left the old one behind. The last water heater I got was ovr 10 years ago it worked for about 5 days and broke, there was water inside the unit between the insulation and the tank. The controls were wet. I called the company and said I would be purchasing my own hot water, I didnt need anymore of there heater in my basement. At present I am trying to sell my home and find that they have placed a lien on my house. I would like to know why as I hav not had a working heater from them in quite some time. I tried to email them but hav got no reply I need this matter taken care of so i can continue the sale of my home. Any help you can give me would be greatly appreciated.

I been tryin' to close a rented water heater account of a recently deceased relative with New England Water Heater since October . Nobody movin' forward would agree to a rental water heater. New England Water Heater refuses to close the account while enforcing they have a UCC-1 financing statement against the property deed. The process has been goin' on and on each time they ask for more different information makin' it an issue that seems will never be resolved. Below has been the process so far: 1. I emailed them to notify them of the situation and to close the account and take the heater away - They said they will not remove it but I must remove it to close the account. 2. I got the water heater removed and notified them by email- They then replied they need it in writing. 3. I emailed them again statin' it had been removed -They then replied they have to have a copy of a receipt. 4. I emailed them a copy of a receipt for removal -They then replied they want the business card of the person who removed it. It seems it will not stop and there is no limit to the amount of information they want to try to keep this process ongoing. I could understand the written removal documentation for liability but past that is unnecessary annoyance from them. The water heater was about 15 years old and they have received more than $3,600 dollars on the single rental of a $350 unit. Now they are holdin' the house hostage with a UCC-1 over an agreement they made with an old lady who has passed away on a water heater that isn't there. If this is their professional business model and conduct in order to make a dollar its disturbin' and should be reviewed if they should be allowed to be in business. I want to close the account and have them remove the UCC-1 statement from the property deed.