ComplaintsforWeil-McLain

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January of this year the block in my Weil-McLain Boiler needed to be replaced. The repair cost $2050.00. The part cost $1678.75. Weil-Mclain agreed to pay 90% of the cost of the part under its warranty but refused to pay any labor costs.This is the second time this part has failed. The original boiler was installed in 1996 and the block failed in January 2012. Despite regular maintenance, that replacement block has failed a second time.

  Business response

  08/05/2024

  ********* & **** *** submitted a claim for a leaking block on a 12-year-old WTG boiler.  As per our limited warranty, Weil-McLain provided a pro-rated credit for 90% of the cost of the **** block.  Please note that our warranty specifically states that labor is not covered, as detailed in our letter to ****************** dated June 19, 2024. .  Weil-McLain credited ******************* on Credit Memo#******* on 2/16/2024.  ******************* should have then passed this pro-rated credit on the block back to the contractor, who in turn would have issued credit to ******************
  
  In this complaint it states that the desired outcome is Repair.  Based on the information Weil-McLain has, including the credit issued to ******************* as per our limited warranty policy, we believe this claim has been resolved.   If for some reason the contractor has not received credit from *******************, they would need to follow up with ******************* and Weil-McLain would be more than happy to assist in any way we can to ensure the aforementioned warranty credit has been passed from Distributor to contractor, and subsequently to the homeowner.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/28/23 placed an order for a gas boiler fan motor from Weil McLain located in NY. Received the part on 11/29/23 and the fan motor was defective, it hummed. Placed an order for a replacement fan motor, received the replacement fan motor on 11/30/23 and that fan motor worked fine despite the fact that it cost me additional money in labor hours for my furnace guy to remove and replace the defective fan Weil McLain shipped for installation and loss time from work. On 01/09/24 I once again had the same problem with my furnace except the fan motor was fine (no problem with the bearings) but the fan and gromets needed to be replaced. Attempted to place an order with Weil McLain for the fan and gromets and was told I could not purchase these parts but had to buy the entire assembly (kit) at a cost of $1,250.00. This kit includes a new fan motor which I do not need seeing I bought a new fan motor from them on 11/20/23. I asked them to take back the fan motor that was purchased on 11/20/23 and they refused. My argument is that if Weil McLain will not sell the parts individually then the fan motor should have not been sold as an individual item if the other parts, when needed, such as the fan and gromets can't be sold individually. Weil McLain should have just offered the assembly kit for purchase. I now have a $500.00 fan motor that I do not need. Also, when the new assembly kit arrived it included the parts needed, plus the fan motor which I did not need and an igniter. Opened the box for the igniter and the elements were broken. I could not wait any longer to have my furnace guy install the new assembly so he put the old igniter back onto my furnace which now runs fine. On Monday I will get a replacement igniter for the damaged one sent but will not pay any additional time for labor to have it installed on a separate visit. I am requesting a refund from Weil McLain of $800.00 which includes labor to cover the first repair seeing the whole job had to be redone due to not being able to purchase the needed parts individually. I seriously question Weil McLain's business practices along with the quality of their product (my furnace is 10 years old, ran good only the first five years).

  Business response

  01/24/2024

  Good Morning ****** -

  Sorry to hear you had trouble with your Weil-McLain boiler.   That said, a few points of clarification.

  
  1. Weil-McLain does not sell directly to contractor or homeowners.  our products must be purchased through 3rd party distributors.

  2. Weil-McLain didn't recommend either blower in this case, but we are sorry to hear that the replacement motor originally recommended and purchased by your contractor wasn't satisfactory.

   

  If you could complete the attached WRB form and return to me with a copy of the invoice from the purchased blower, I'd be more than happy to review you case with the review board and see about reimbursing you the cost of the blower.

   

  Thanks,

  ****

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Heating system purchased 10-1-2019 with 10 year parts and 5 years labor warranty Boiler has now been broken with notification to contractor since 11-28-2023. Still no resolution to the problem. The contractor will not return calls will only text. Claim has been filed with manufacturer but it still has not been resolved.

  Business response

  01/07/2024

  ******** complaint number 
  
  This is Total Comfort HVAC
  
  Just replying to the complaint and the email I received here. I did leave a voicemail. This was a warranty issue which it had to go through manufacturer not through me. I am not a manufacturer. I am simply a service company, he had a boiler malfunction which had to be replaced, but because it was warranted from the company of Weil McLain , there is a process that we had to go by and unfortunately there is some delay time for that for processing for verification on the warranty. This is out of my hands. He was extremely impatient and not understanding. This is a manufacturing issue if he had an issue with the process or delay he could've called Weil McLain and took it up with them.

  Business response

  01/08/2024

  Good Afternoon -

   

  I was able to locate your warranty claim, WRGA-2023-07707, called in by Total Comfort on 11/29/2023.  Looks like everything is approved on Weil-McLain side and the claim was assigned over to Bell ******.  Unfortunately, Weil-McLain have no way of speeding up your independent contractor's timeline.  I'd suggest possibly finding another contractor if your current contractor is being unresponsive.  In regard to the 10-year parts and 5-year labor mentioned, I'm assuming that was something purchased through a 3rd party company like ******************?  *** standard manufacturer's warranty is 20 years on the cast iron block and 2 years on parts.

  Please let me know if there are any quesitons.

   

  Thanks,

  ****

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Werley Heating Company installed a Weil MClain Aqua balance in Apr 2019 at my property *** ******* ***. the loan amount was ***** with interest about *****. I was told this boiler will last about 15-20 years with no issues, this was a great boiler for the environment. In aug 2023 i was notified by Werley Heating that a new system was needed due to ongoing leaks and the system was unable to be repaired. one area is fixed another area leaks. 2nd company out to verify this and they confirmed this as well. This is a known issue with this boiler, and they do not last and usually are replaced if repairs are being done and pipes are still leaking (my case). I have called Weil Mclain and they advised me that the service technician needs to call to file a claim. they will not give me a resolution over the phone. the service technician stated it would be the same boiler and I would need to pay for a ****-installation fee but it may leak again. I refuse to get the same boiler as its known for having issues and leaks ( HVAC companies both confirmed this to be an OG issue with this boiler) I did see weil Mclain discontinued an aqua balance boiler and now has a Plus aqua balance boiler not sure if this is the updated version. I would like for the boiler to be replaced including installation as this boiler is only just turned 4 years old . I have performed yearly services (see attached) showing yearly maintenance and repairs being done since installation. I took care of this unit and the unit doesn't uphold and I am currently having two ongoing leaks. 2019-Installed, Hvac called out for a leak Apr 2019 (repaired) 2020-yearly maintenance 2x done, Hvac called out for leak 4x times (repaired) 2021-yearly maintenance done 2022-HVAC called for leak (repaired) Dec2022 yearly service was scheduled- Werley rescheduled due to the holiday and maintained kit on backorder for Jan 5 2023- yearly maintenance Jan 2023 for 2022, HVAX called for leak and no hot water was told replace unit

  Customer response

  10/17/2023

  Yes I have MFG warranty 

  Boiler model ** *****

  Serial number **********

  *

  Business response

  10/26/2023

  ******** -

   

  Sorry to hear you had issues with your Weil-McLain boiler.  I'd be more than happy to assist with filing a claim for a replacement boiler.  I just need the contractor who is performing the work to call into the warranty department at our ************** Option 4 number to start the process of generating an WRGA.  Once this is complete, we can assign the claim to a local distributor, and you can use it towards the purchase of a new unit.  Since you mentioned you would prefer a different unit, if you want to complete the attached WRB form, I can see about approving a Goodwill and issuing you a credit for what the warranty would cover. 

   

  Please let me know if there are any questions.

  Thanks,

  Ryan

  Customer response

  11/01/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable - i have filed the complaint per response but i am pending a resolution yet on this case. per the case i still need to submit the proof again to get this settled if no resolution i will need to reopen this case. I just submitted the complaint to the warranty review board request  per email provided and pending a resolution. 

  
  

  Thank you.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DATE OF TRANSACTION On 10/8/2021 ****** ************* Conditioning installed a Weil-McLain Boiler in my apartment building. See WM Product Registration supporting document. AMOUNT OF MONEY PAID BUSINESS Initially, I paid ****** ************* Conditioning Distributor $12,600 on 10/8/2021 for purchase and installation of Weil McLain Boiler. In addition, I paid ****** ************* Conditioning Distributor an additional $2500 2/9/2023 for labor charge to remove non-working WM Boiler and install a questionable new/used Peerless Boiler. See ****** Proposal/Contract supporting document. WHAT THE BUSINESS COMMENTED TO PROVIDE Per ****** ************* Conditioning Contract the Weil-McLain boiler came with Warranties for 2 year Parts, 20 years Heat Exchanger, and 1 year Labor. NATURE OF DISPUTE On 2/2/2023 the WM boiler was 1 years old when it stopped working due to a water leak. On 2/8/2023 Weil-McLain refused to honor Boiler Warranties, their *********************************** claiming it was a faulty installation problem and not a boiler problem per owner of ****** ************* Conditioning *********************. ********************* disagreed with their assessment saying the water leak was obviously a faulty Heat Exchanger problem because this was a closed system by design. The boiler showed no problem for 1 years. WHETHER OR NOT BUSINESS TRIED TO RESOLVE PROBLEM On 2/8/2023 ***********************, owner of ****** ************* Conditioning, offered to give me a different furnace at no charge, installed the next day, if I agreed to pay an additional $2,500 labor costs for removal of non-working Weil-McLain Boiler and installation of new/used Peerless Boiler Model #GM-07-SPRK. I agreed because the apartment tenants were a week without heat. ACCOUNT/TRACKING NUMBER See Weil-McLain Product Registration and ****** Proposal/Contract supporting documents

  Business response

  09/11/2023

  Good morning, 

  Weil-McLain actually had one of our Reps ******* this boiler after it was installed.  We issued a credit for the boiler to **** Distributor's on Credit Memo *******, who in turn passed the credit to Y-tech.

  Please let me know if there are any additional questions.

  Thanks,

  ****

   

  Customer response

  09/16/2023

   I am rejecting this response because:

  Following up on the message ***** ******, BBB **** Services Specialist, sent to me regarding COMPLAINT ID ********.  I am rejecting Weil-McLains response to my complaint.

  
  In support of my BBB complaint rejection, **** acknowledges in his BBB response message that there was a defect with the Weil-McLain 1.5-year-old boiler. He states in the message Weil-McLain ...had one of our Reps ******* this boiler after it was installed. We issued a credit for the boiler to Able Distributors on Credit Memo *******, who in turn passed the credit to ******. 

  My understanding when I signed the contract with ****** Heating and Air Conditioning was that I had warranties for a 2-year parts, 20-year heat exchanger, 1 year labor.  After the boiler was installed, I received a Weil-McLain Product Registration form stating the Install Date of October 8, 2021.

  On Friday 2/3/23 ****** contacted WM ******************* stating that Boiler was not working and identified problem as faulty heat block/exchanger.On Wednesday 2/8/23 WM ******************* notified ****** that WM ********************** said that heat block/exchanger could not be defective, and it was an installation problem.  Obviously, per credit to ******, WM acknowledged that the boiler was defective.

  Because WM did not back their Warranties, I was left with no alternative but to agree for ****** to install an alternative ******** Boiler with a 10-year warrantee and to pay $2500 labor charge for removal of WM boiler and installation of alternative boiler. Original ****** charge per contact to install WM Boiler $12,600.  

  
  Additional cost to me potentially caused by defective WM Boiler were years 2021-2023 high ********* bills.  July 22, 2022 ****** technician *******ed boiler for potential boiler problem because my ********* bills had significantly gone up.  October 14, 2022 ****** technician performed yearly checkup no problem identified.  Comparison of my monthly ********* bills on budget plan: 10/1/21 $208 prior to installation of WM boiler, 7/5/22 $524 WM boiler installed, 2/2/23 $524 WM boiler installed, 9/1/23 $128 after removal of WM boiler and installation of P boiler.  
  
  

  
  

  Business response

  09/18/2023

  Good morning, 

  After reviewing the information i have on CP7896324, I see that WRGA-2023-***** was actually approved after a visit from our ************* Rep to ****** Heating.  Weil-McLain issued a credit for a complete boiler to **** Distributors, who would have passed the credit to ****** Heating.  Total Credit amount was $2947.36 issued on Credit Memo 2083131.  

  We would suggest following up with your contractor regarding the credit if it has not been passed to you. 

  Thanks,

  Weil-McLain

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am owed a replacement part # ***********

  Business response

  07/05/2023

  ******, 

   

  If you feel you have a defective thermostat, you can have your contractor call ******************* at ************** option 4 and submit a claim.  As long as the part is under warranty, the contractor can get a WRGA and exchange the defective thermostat at a local distributor.

   

  Thanks,

  ****

  Customer response

  07/05/2023

   I'm the owner and not the contractor.  The distributor won't assist. I want a replacement from the manufacturer. 
  

  Business response

  07/12/2023

  ****** -

  Per our email conversation i had a replacement T-Stat sent via *** **, Tracking Number ************.  I'm showing it was delievered on July 7th. It was sent to the address you provided, *****************************************

   

  Thanks,

  ****

   

   

  Customer response

  07/12/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I mailed a letter to an executive of Weil-McLain in December of 2022, expressing my concerns regarding a recall of a potentially dangerous product of which I was never notified. I received no response to this letter, so I followed up with an email and attached copy of original letter on January 10, 2023. This was the email response I received: "Thank you for contacting Weil McLain, a leader in personal comfort solutions. We will be responding to your email as soon as we can." I'm still waiting for them to respond. The vent pipes are presently leaking and cannot be repaired (only replaced) due to the recall. I am disappointed that Weil-McLain has failed to reply to my letter and email. I would like for Weil-McLain to stand behind their product and address their customer's concerns.

  Business response

  02/21/2023

  *****
  
  Thank you for reaching out to Weil-McLain with your concerns.  The recall youve referenced is not a Boiler Recall, but rather a venting manufacturer recall.  Venting is purchased separately by the contractor who installs your heating system and common with boilers and furnaces.  Weil-McLain is mentioned as one of several boiler manufacturers where this particular type of venting could have been used.  However, the contractor has many venting manufacturers from which to choose.  Your contractor may or may not have used this particular type of venting in your installation.  To verify whether your appliance was vented and impacted by this venting recall, please call ************** to reach the Corrective Action Program between the hours of 7 am and 11 pm ET,seven days a week.   Please note that the venting manufacturer is responsible for any reimbursement as the issue was not with the boiler supplied by Weil-McLain, but the venting purchased separately by your contractor.

   

  Thanks,

  ********************

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Purchased a unit last year and it was installed at the end of the January of 2022. Unit mode; # CGA-5 PIDIN CP# *******. **** worked for couple of months then the spring came which I don't use the heat after till Fall season. I had turned on the unit and it kept turning on then shut off completely it happened few times but it was not as cold yet so I didn't pay any mind since I rest the unit every time that happened. My unit stopped working I called Weil Mclain customer service the advice me to use a contractor through their website which I did.I called ******* Heat and Plumbing which they sent a professional to my house on Friday Jan 5th 2023, he checked the unit found a leak coming from the temperature sensor itself which he said it could be a defective one which results of shutting off the flame from the water that drips on it and also made the whole Bottom of the unit *****.He stated that he will go through the company warranty to get the parts and I will end up paying for the labor.This is absolutely ridiculous since the unit was installed less than a year and Already was Damaged why would I be paying for that? I need the whole unit to be Changed

  Business response

  01/30/2023

  Sorry to hear that you had a leak from a sensor on the unit. The contractor is correct in that the part would indeed be covered under the units limited warranty (I've attached the warranty statement.  That said, labor is not typically covered under the limited warranty, however, give the age of the unit, Weil-Mclain would assist with the labor to cover the sensor. I've attached our Warranty Review Form, if you could complete the attached *** form, and return to me at ********************************* along with an invoice for replacing the sensor, i can present it to the board and make a case to assist with the labor to replace the failed part.

  In regard to the request for a replacement boiler.  Weil-McLain warranty does not cover a replacement boiler when a sensor fails. If you feel that the rusting on the boiler is affecting the performance of the unit, you could use the *** attached to make an appeal to the board for a new boiler.  They would require pictures, but bear in mind, rusting is common on a cast iron boiler.

   

  Please let me know if there are any questions.

   

  ****

  Customer response

  02/01/2023

   I am rejecting this response because: I apologize but I have to reject your offer. As I stated that the unit was installed less than a year ago so I shouldn't have to pay for any labor or pay out of pocket in advance. Also I am not sure what kind of damaged had occurred during that leak. I agree with you that cast iron equipment could rust over the years but if it's due a malfunction of part which led to a leak then it's a different story. However  you can send me a contractor that you deal with to check the unit and replace the sensor first and if everything is fine, unit got fixed with no major damage to the unit after inspection nor I have to pay anything out of pocket I would accept that. Also I wouldn't be responsible for any labor if the unit have to be replaced or the control board have to be replaced as well.

  I also attached the charge from *** I would like to get reimbursed for it as well. Thank you 
  
  

  
  

  Business response

  02/01/2023

  Attached you will find the warranty statement that came with your boiler.  As noted in paragraph E.  What Will Weil-McLain Not Do To Correct Problems?  Weil-McLain will not pay for the labor to remove any boiler, heat exchanger, or other part that is the subject of your warranty claim or to install replacements provided under this Limited Warranty. Additionally, Weil-McLain will not pay for the cost of any tools, repair materials, or travel necessary to perform the removal or installation.

   

  That said, Weil-McLain does not have Service Contractors in each state, we would recommend contacting the contractor who installed the unit as most typically guarantee their work for the first year.  If they want to file a claim, they can do so by contracting the warranty department at ************** option 4.  If they feel the control was compromised due to the sensor leak, they can file a claim for a control when they file for the sensor.  Section G on the warranty statement details - How Do I File a Claim.

   

  In regards to the labor request, please refer to the *** form, I've reattached and provided previously.  As I stated above, our labor specifically state labor is not covered, but I will review the labor requests with the board once submitted.  Also a invoice from the contractor would be required for that review.

   

  Thanks

  Customer response

  02/02/2023

   I am rejecting this response because: I totally understand what you have said but meanwhile my argument its based on the technician from the *** stating that the part was leaking which caused the issue of boiler not working  and bare in mind I have been without heat since the end of December with my family including elderly and kids in the house. I dont think its ok to pay for labor for a unit less than a year old since installation due to  part malfunction and not installation as you already know from your previous responses. I even agreed if youre willing to change the sensor and pay for labor with insuring no additional damage to the unit I wouldnt mind at all as long as the unit is properly functioning. But for a reason it doesnt seem that you agreed to what I have said, I have been more than flexible to accept a fair solution to that situation. I am afraid if the issue not resolved I will be willing to escalate this matter. I would like to thank you for your time and quick responses
  
  
  

  Business response

  02/02/2023

  I offered the *** form as a means to recoup the labor to change the sensor and explained why we cannot send someone to replace the sensor, as that requires a license, and insurance, and we do not have the means to have licensed/ insured technicians across 50 states.  *** as you stated previously informed you, they could call in the warranty on the part and once done, could have picked up a replacement from a local distributor and restored function to the boiler. You have the *** form i sent previously, if you change your mind feel free to return to me.

  Customer response

  02/07/2023

   I am rejecting this response because:
  I totally understood that you can not send a technician/ contractor from your end as per my last message. As long as the unit get fixed thats all what I care about as mentioned as well. I am trying to resolve the situation as you are. I think I will contact *** to fix the sensor first as long as labor will be covered as you mentioned earlier. But if the unit more work then I will contact you for further solutions. Do you think that suggestion fair and reasonable? Thank you 
  
  

  Business response

  02/07/2023

  I agree with this approach and feel that it is indeed fair.  Please forward me the invoice for the sensor repair, ********************************.

   

  Should they encounter other issues, please have them contact us through the warranty toll free number so we can address over the phone.

   

  ************** Option 4.

   

  Thanks,

  ****

  Customer response

  02/08/2023

   I am rejecting this response because:
  
  Hello ****,

  I know this situation is been dragging but I am trying to resolve it on my end as well. I reached out to *** and I explained that we can go ahead to fix the sensor first and take it from there. They stated that the board need to be changed also as well and they sent me an invoice with the diagnostics and also a receipt from the last time when they came over and inspected the unit. I will attach them here and please let me know what do you suggest. Thank you for understanding 

  Business response

  02/08/2023

  If *** feels the control should be replaced as the contractor I support that decision and can provide the control via Warranty.  I think i have all the information needed from the invoices provided to enter a claim for the control and the sensor.  Do you know which Distributor the contractor uses so once the claim is entered i can assign over and *** can pick up the parts and the distributor can take the credit for the cost of the parts.

  As for the labor, I see the two invoices, 1 for labor to swap the sensor and control - $462.98 and 1 for the original service call I believe for $233.28. I can enter a check request but the reimbursement will be sent directly to you via check.

   

  ****

  Customer response

  02/13/2023

   I am rejecting this response because:
  
  Good Morning ****,

  I am just trying to get back to you as soon as I hear from *** it can be challenging to be the middle guy. So as far as *** they told me the parts were a special order but never told me who they were dealing with or the warehouse. As far at the receipt  yes its ****** for the original payment which I made and charged for it and for labor as far as I understand is 815 for the board and the sensor but if only the sensor ONLY it will be ****** and thats what you saw on the invoice. So if you think we should change the board and the sensor so the taxable part on the invoice I sent will be 815 plus the tax. I know you mentioned since *** stated the board and sensor needed to get change so you recommended to go by what they said. I am ok if you send me a check to my house. Just let me know how long that will take and whats the amount shown on the check. Thank you 

   

  P.S attached pictures of the damage and the leak on my unit 

  Business response

  02/13/2023

  I've added the control to the WRGA-2023-01397 along with the sensor.  i just need to know which distributor *** is working with.  IF you want, I can call them directly.  If i know the ** I can get the parts out quicker if they are on "Special Order".  Typically, the distribuotr keeps the controls, LWCO/Sensor, and other *************, so once assigned the claim, they can provide the parts.

   

  ****

  Customer response

  02/14/2023

   I am rejecting this response because:
  I am not sure who are their distributor for the parts but from what I am understanding they already have the parts and all. But if you like to contact them feel free as well their information was attached to their inventory and the receipt. They only waiting for me now to call them back so I can chose an appointment so they can come and fix the unit. So if you like to call them I dont mind as long as the issue is resolved as we discussed previously. But please contact me back and let me know the outcome, thank you. 
  
  

  Business response

  02/15/2023

  I spoke with ***** and gave her the claim number, WRGA-2023-01397, and forwarded the claim over to ******* ******** Supply so *** can take credit on the control and the Sensor.

   

  Thanks,

  ****

  Customer response

  02/15/2023

   I am rejecting this response because:
  
  Ok great. Thank you for contacting them. So what is the next step toward fixing the unit and replacing the parts? Please advice.

  Business response

  02/22/2023

  Since we have exchanged emails outside of this portal, I believe this to be resolved.  The control was added to the claim as per the contractor's request and the invoices for labor were taken care of as per the demand.

   

  Thanks,

  ****

  Customer response

  02/23/2023

   I am rejecting this response because:
  
  This matter has not been resolved. Also you failed to deliver service as were scheduled and agreed upon. This matter is will get escalated legally and no further action is required from your end on BBB. Thank you for your response 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Weil Mclain manufactured a water boiler system installed in my home. This boiler has a part defect in the heat exchanger and has sprung a leak which shuts down the unit & no heat. The heat exchanger is warranteed for 5 ********* they refuse to warrantee the unit.I have an elderly mother, aged 77, who cannot be subjected to an ice-cold house. This unit costed us approx. $6,000 to have installed in 2019...it's only been 3 yrs...We have incurred excess expenditures in water usage, electricity usage to power space heaters & other heat sources and no heat for about 2 weeks now...Also, due to no heated water in my water lines, now I have leaks developing in the water lines in our exterior walls...This extreme health matter must be resolved post haste due to inclimate weather currently in *******

  Business response

  11/21/2022

  After looking up the address for *******************  I see where a warranty claim was called in on March 22, 2022, at 10:44 AM by ***************** of ******* of ******.  That claim was approved for a replacement boiler on WRGA-2022-02487 and assigned to *************************** Co., Inc.  ************* accepted the boiler credit on September 12th, 2022.  Have they provided a replacement boiler; do you know if they have submitted an order for the replacement if they did not have in stock.

  If they have placed an order for the boiler, I'd need to PO to expedite shipping if they did not **** the order as an emergency order.

   

  ****

  Customer response

  11/22/2022

   I am rejecting this response because: the boiler was replaced with another boiler with same part defect...the heat exchanger has a design flaw due to fact that the boiler faulted out the first time it was used...
  
  
  

  Business response

  11/30/2022

  I'm attached a copy of the original WRGA that was completed by the contractor.  if the replacement boiler is indeed leaking, they will need to submit a claim via the warranty department's ************** Option 4 phone number, the exact same process that was used previously.  We will require pictures of the alleged defect in order to determine cause of failure.

  ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩