SUPERGAS ISRAEL GAS DISTRIBUTION CO. LTD. - Netanya

To The Chairman of the Super Gas Gas Company


I had super gas instant hot water heater installed in my apartment in Netanya last week 31-10-17 installation receipt # ******** # customer # ******** When the gas heater was turned on the hot air of the chimney came into the outside space,which is a three sided space that has the air conditioner compressor, the electric hot water heater and now the supergas instant hot water heater. The vent from the burner was not turned to the outside of the building but exhausted the combustion gases into this space. The installer insisted that this was OK. I am not satisfied because I felt the hot exhaust gases blowing into the laundry room and possibly into the bathroom next to it was not safe. My concern was carbon monoxide fumes entering the living space and causing sickness or death. I was told by the installer that whenever the hot water was being used to make sure the kitchen window, that faces this space was closed, and the shutters were closed that separates the space where the gas hot water heater operates I don't accept this answer as a normal instruction for the operation of an instant gas hot water heater. I called the company and requested another installer to be sent to evaluate the installation. I asked that the same person not be sent to judge the installation. From 10am to 12 pm was the appointment. I asked that I would be called before he arrived. I am 10 minutes away from the apartment. When the technician failed to call me I called super gas service and was told he was at your apartment called you and when you didn't answer left. I was waiting 2 hours by the phone for his call. There is no call log on my phone that indicates that he called. Moreover, the technician who was sent was the same one that made the first installation that I wanted a second opinion as to the safety of the installation.
I was told by your telephone service person that my technician is the only person that supergas has for my apartment location.

Today, Nov 11, 2017, Super Gas sent the same person that installed the unit and he attempted to fit the chimney to have the fumes exit to the outside of the installation space. The metal frame that was used to attach a plastic screen to prevent pigeons from entering this space was bent, the chimney was dented from the attempts to fit it thru the space and the installer concluded that it could not be installed in any other position than the original installation. My suggestion is use a shorter chimney that would direct the fumes to the outside even if the pipe would not exit to the outside of the building was better than the way it was installed. He was not agreeable to my suggestion. I know that the manufacturer of this unit has other options for the chimney installation.

I want a supergas technician to come to my apartment who did not install my instant gas water and guarantee in writing that the installation meets all of laws of Israel, the manufacturer's instructions and that super gas will be responsible without any reservations that there is absolutely no danger to the health, safety, or welfare of the human beings or animals that live in the apartment. Furthermore, that the instructions to close doors and windows and shutters during the operation of the instant gas heater is the recommended safety requirements related to the proper installation of a super gas instant hot water heater.
I hope this matter can resolved in the interest of a safe and healthy use of this super gas instant gas water heater.
Nachum and Nechama Jacobs

Probably the most amateurish unprofessional service I've ever encountered.