Spoke to DE rep and set an appointment to change out rental power vented hot water tank (HT), which has a cracked liner and is therefore putting rust in the plumbing system. Rep was well aware of what my problem was and scheduled an appointment for a tech to come and change tank. Rep asked me to have a clear pathway through the basement for them to change tank, which I did. Tech showed up by himself and I showed him the HT. After I advised him that I have rust in the hot water, the Tech asked if I had any cast iron pipe. I advised him that I didn't. In the meantime he pulled on the exhaust (made of ABS pipe and at least 15 years old) and the pipe split at a coupling. I was not watching when he pulled on it, but I suspect he was the one who broke it since I was inspecting the tank last night and I did not see the pipe was broken, nor did I hear the exhaust gases hissing out due to the power vent. Since the HT was being replaced I was not concerned, thinking it was Direct Energy's responsibility to replace vent. Apparently NOT SO! The Tech advised me that it will cost $225 to replace the vent. When I said I'll do it myself, he advised it has to be made of a new material (636 PVC) and that the installers may not approve when they replace the HT. Hearing that I said I'll buy a new HT before I pay for a new exhaust line to vent Direct Energy's new rental HT. The Tech said fine and pulled the plug and shut of the gas and left, leaving me with no hot water. I fail to see why the old vent can not be repaired until such time as it can be replaced and a new tank installed. I don't know what Direct Energy was planning for me since the Tech showed up by himself without a new replacement tank and did nothing to improve my situation. He did make the comment that its a wonder we had not been affected by the exhaust gas (in other words, suffocated to death by CO2). I called Direct Energy and informed them I was not pleased with what took place, but moreover, that Direct Energy has never advised me that ABS exhausts were banned in 2007 because they crack. Given this is a potentially lethal scenario, I'm amazed that DE is taking no responsibility for this. They have never advised me of this potential hazard, even though I have had the HT serviced by DE at least once since 2007. Why didn't that Tech yank on the exhaust pipe. I suspect there was nothing wrong with the pipe until today! Nevertheless, I've been left without hot water. I am currently waiting for a return call from the "office of the president team" at Direct Energy's head office (416-758-8910). I'm amazed that DE is leaving such a serious and potentially lethal situation for the homeowner (client) to discover and correct. Has there been any loss of life or injuries due to this type of venting being left on RENTAL tanks yet? I hope the word gets around. This would be a great item for YouTube. Meanwhile, cold showers while I wait to hear back from my lawyer and Direct Energy.
- Approximate cost of services:
- $225.00
- What could this company do to improve their services?
- Alex: Direct Energy's Head Office has already investigated this matter for us this morning and after much discussion (sometimes frustratedly heated), Head Office agreed to install a new PVC vent free of charge (normally $225) with the new replacement rental hot water tank. In fact the two service techs were here within an hour of that phone call. I will say they were very professional and very tidy. That solved my problem, but what about all the other homeowners who rent from Direct Energy that still have their tanks vented with ABS (black plastic) pipe? As happened with mine, their old brittle vents may very easily crack or break and if not discovered in time, can fill their home with deadly CO2. How's about investigating that and responding here? May I suggest sending out a special warning letter to all your rental clients before, as opposed to after, someone dies.
- Company Response
Sorry to hear about the ordeal. Would you like to send me an email to CanadaHomeServices@directenergy.com. Once received I will investigate. Alex
In 2007 the TSSA modified the venting requirements. It applies only on new installations and not on existing ones. Please look at TSSA.org for a review of the full code.