Drakken Industries LLC

Ordered a part for my broken hot water heater. Paid a premium of 2 day air for a part to repair my hot water heater. Part still has not arrived and we’re coming up on two weeks. It is the middle of winter…. Their website says to contact them if that does not arrive within two days on my order. I have contacted them multiple times back-and-forth. Asking for a full refund or to send a replacement part since it seems to be missing in transit. Every time they just tell me it is out of their hands, and I need to file a claim with the carrier. When trying to file a claim with the carrier, it does not let me because I paid them for shipping, not the carrier. I’m told the claim needs to be filed from the UPS account the label was purchased under. Also I informed them of that multiple times! They continue to tell me there’s nothing they will do. Their customer service is absolutely terrible. This company must be really struggling because they are really trying to hold on to that $39 that they charged me for that part. I highly advise against using this company for any parts or hot water heaters. There’s a good chance you will be sorry and just out your money.

Awful. They sell you the unit and then the service ends there. They don't offer maintenance, and if you need parts, they are rude and unhelpful on the phone. They tell you to bring the hot water heater in, as if everyone has the skills to disconnect and install a hot water heater.

Product failed while under warranty, when I contacted Drakken I was treated rude, the rep was hateful yet I still returned product for repair but after they received it they called and said they would need to charge me an additional $100+ to fix the threads on unit (which I am certain we did not damage) before they could return it to me. This company is nothing but a SCAM!

BEWARE: Advice is to NOT use them. I bought a tankless hot water heater from them and in less than a year (under warranty), it broke. Speaking with them about this they were rude & very short. They suggested to send the THWH in (at customer expense) so they can determine what happened and couldn't care less about the who knows how long it would take to fix & send back. Meanwhile, having no hot water. I bought a Rheem THWH and when I hired a plumber to install, he said, "you are lucky because your house could have burned down!" THE ENTIRE RIGHT SIDE OF THE INTERNAL WAS MELTED & WIRING, ETC. They won't give a refund (AGAIN- STILL UNDER WARRANTY) and who wants their product in their home after all this!

They were informative and did not push the sale of a new unit. I would highly recommend them.