Aqua-Therm LLC

they will not arrange delivery & replacement of outdoor furnace the warranty is for years-repair or replace I bought Model Nov 23,It failed, I paid to have it delivered to the welder at [redacted] New Prague, Minn as directed to doThe welder can not repair itHis ####-###-####When I call Aqua therm ###-###-#### all is message that they will call backThey never call back I paid $for a furnace that did not make it thru wintersAccording to the warranty they should replace the furnace

Initial Business Response / [redacted] (1000, 5, 2015/11/02) */ This boiler was made in 2006, and would be a prorated warrantyHe had his boiler repaired in which we paid for him to have fixedIt was not fixed properly and began to leak againAs the warranty reads, the boiler is normally shipped back to MN to be fixed but we try to help our customers by allowing them to have it fixed onsiteIt is our policy if they have it fixed onsite once and doesn't work, they need to ship it back [redacted] chose not to ship his boiler back to MN and then expected us to payThis is not how our warranty worksAlso, he references his stove pH is 9, our owner manual reads it should be pH of to 8.5, his is too high and probably added to his issueHe needs to follow the owners instruction manual and we feel we have followed procedures Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The repair was done with a certified welder from a nuclear plant in the town I live in, which would tell me that he is the BEST of the BESTHis part of the job has not failed, it is the remaining area of the door ringAlso if you have a problem with your Ford car do you send it back to Detroit, I don't think so.I also still have my owners manual and there is nothing in it about PH levels, only states if you would like to add antifreeze to your systemOn page which at the top of the page is the'' MAINTENANCE'' section of the owners manual of the manual makes no reference of PH levels .My manual is dated April 2003.When there is a leak it is in the heating season when it is below freezing so I am not about to pay a trucking Cobucks to send this boiler to them and pay to get it back.I can bet that they have had this problem before so I'am not the only one.They need to do the right thing and take care of the customer who trusted the manufacturer at the timeI am willing to bet that no one removes there boiler from the install site and sends it back for repair.They need to be held accountable for there products Final Business Response / [redacted] (4000, 9, 2015/11/03) */ The weld should have been welded all away around the door ring the first time, if this is not done the weld will chase itself and cause an issue about inches from where it was stoppedWe paid for this to be done correctly in and was notIf he would like to ship his boiler back for review & repair as the warranty reads, he is welcome to do soWe feel this is our only resolution, we already paid once to weld it and it was not fixed it correctly

On March 30th of this year my husband (Dan) ordered and was charged $for a Fan, 140cfm, w/ shutter assembly He made calls a few times and at first they called back, after a month or so they stopped returning calls I then sent an email to Kimberly [redacted] on June 27th (not a kind email)She did actually respond to me on July 3rd stating that she was thinking it would take another two weeks I asked that she email me in the two week time but did not hear from her I emailed her again and nothing again Sent another email on July 19th and still have not heard back This is very poor business practice I told her all we want is to be kept informed as to the time frame Her telling us it will be two weeks just to put us off is getting old

We are sympathetic to Mr [redacted] issues, Aqua-Therm is NOT the manufacturer of his OWB, we simply were a dealerUnfortunately Wood Boiler Inc., the manufacturer, went out of business last year, as did many other OWB manufacturers as a result of collapsing markets in this industry Because we are not the manufacturer, we are not able to help Mr [redacted] It is unreasonable to assume a small company like Aqua-Therm could warranty any products where the manufacturer has gone out of businessWe have tried to help Mr [redacted] to the best of our ability, incurred considerable costs to provide him with parts and components that we were not obligated to provide, including the pump he has referenced, which was not provided by the manufacturer but Aqua-Therm gave him one at no charge, plus gave him other components, all at no chargeIf you look at Mr [redacted] Owners Manual, you will see the warranty is covered by Wood Boiler Inc, not Aqua-Therm.Regarding the performance of the OWB, we have instructed Mr [redacted] repeatedly to burn only well seasoned split cord wood with a moisture content between 18-22%He was not burning that in the past and that led to many of his complaintsWe didn't keep telling him "to try different things", we kept telling him he had to use the properly seasoned split cord wood that fell into the parameters stated aboveThe EPA mandated all OWB's after May 15, meet very specific emission requirements which requires very specific fuel requirements Reference the EPA web site for Best Burn Practices at www.epa.gov/burnwiseAqua-Therm is not able to help Mr [redacted] any furtherHe has the manufacturer's phone number and needs to try and find resolution through themThe owners contact info is: Mr [redacted] or Mr [redacted]

At no time did or do we ever "guarantee" the products we sell are the "best"Larry spoke with the owners and engineer of Wood Boiler, LLCseparately so Aqua-Therm has no knowledge of what was discussedAgain, we were simply a sales rep for Wood Boiler, LLCThe warranty and owners manual states very specifically that Wood Boiler, LLC is the manufacturer and warrants the boiler as noted: "Wood Boiler LLC warrants the Wood Boiler for years to the original owner on a prorated basis" At no time did Aqua-Therm claim the boiler was theirsAqua-Therm puts its logo on all kinds of products so when someone needs to order replacement parts, they call usWe never claimed or implied in anyway that we were the manufacturer of the boilerAttached is the Operating Manual and EPA Plate, both specifically stating that Wood Boiler, LLC is the manufacturerAqua-Therm is happy to help Larry with any parts he may need or any help we can give within our capacity but any warranty claims or engineering help would come from the manufacturer, not Aqua-ThermWe are sympathetic to Larry's needs but limited in what we can provide

On March 30th of this year my husband (Dan) ordered and was charged $for a Fan, 140cfm, w/ shutter assembly He made calls a few times and at first they called back, after a month or so they stopped returning calls I then sent an email to Kimberly *** on June 27th (not a kind email)She did actually respond to me on July 3rd stating that she was thinking it would take another two weeks I asked that she email me in the two week time but did not hear from her I emailed her again and nothing again Sent another email on July 19th and still have not heard back
This is very poor business practice I told her all we want is to be kept informed as to the time frame Her telling us it will be two weeks just to put us off is getting old

I bought a wood burning stove that they made from dealer of theirs in WisconsinI got the stove in 12- I used the stove for less than seasons and the fire box had rusted though leaking on 03-21-I was told to take it to Double D Welding (Prague MN ###-###-####) which I did on 04-06- There was other rusted out stoves there rusted out too made same yearI have called times and they keep putting it offyear warranty I paid over $for this stoveI have not had a furnace for my home

I purchased a coal one boiler 9/30/for over $This past season we found a pin hole sized leak on the inside of the boilerMy paperwork that came with the stove states a yr warranty for defective productsI called ###-###-#### and spoke to a femaleShe advised to take and email photos and because I live out of state that I can have a welder fix the leak and I would be reimbursed up to $I found a welder that charged me Now we are starting up our boiler for this season and again we have another leak same spot on opposite side of stoveI have tried to call the same 800# which is now disconnectedTheir website is no longer activeI have no way to get this stove fixed which is under warrantedI am extremely upset that a stove that was sold to me with a warranty now does not have a contact to repair the 2nd leak in yrsDoes any one know if there is anything that I can do or of a pending class action lawsuit against this company and their product

I purchased their Blaze HE stove in the summer of Owners manual said it came with a pumpHad to fight to get oneHave had nothing but problems with the stove since hooked upI asked for some one to come look at it and help me out They said they were to small of company to do thatThey kept telling me to try different thingsNothing works I believe the stove is horrible and does not work as advertisedI have an extremely hard time to get the water hot enough to heat my homeActually it has to be degrees out to come close to workingOn Dec I called Kim *** on her cell which was the only number I had at the time .I needed a new actuator, she to call the office as she was on vacationI called the next day they told me they cant get that part anymoreHe said he would text/email someone who could help meI have yet to have someone contact meProduct and customer service is horribleWe paid at lot of money for that wood burner, it should workI have replace

I purchased the ECO ONE wood burning hot water furnace from them with a year warrantyAfter a couple months the blower on front failed so I contacted them and was told they were on back order and should have one in about a weekI have sent several emails, called several times and get the same answer “on back order should arrive in a week or two This has been going on for months and now they won’t answer my emails or phone calls The public needs to know this company will not honor their warranty I also need to know if this boiler is EPA approvedThey are still on the market

I am rejecting this response because:
They sold this wood burner guaranteeing this is the best stove to buy. They had the person who built this stove on the phone with me .They claimed he was an aquatherm employeeThey said use seasoned wood which I didI also purchased wood from a dealer that was dry kilned. Their instruction manual states to purchase a bigger pump if the one supplied is not big enough. I was doing everything the manual told me The person who claims designed the stove told me to throw the manual away as it was just to satisfy the EPAThey need to stand buy what they sellObviously the stove was not up to par otherwise they would still be selling it and manufacturer would still be in businessThey claimed the BHlaze HE was an aquatherm productNot once was I told they did not manufacture it It is called The Aquatherm Blaze HETHey need to make good on their product they sellIt has nothing to do with the wood I burn, has to do with a inferior productI paid a lot of money for that inferior productAquatherm needs to stand by what they sell

they will not arrange delivery & replacement of outdoor furnace
the warranty is for years-repair or replace
I bought Model Nov 23,It failed, I paid to have it delivered to the welder at *** *** *** New Prague, Minn as directed to doThe welder can not repair itHis ####-###-####When I call Aqua therm ###-###-#### all is message that they will call backThey never call back
I paid $for a furnace that did not make it thru wintersAccording to the warranty they should replace the furnace

We are sympathetic to Mr. [redacted] issues, Aqua-Therm is NOT the manufacturer of his OWB, we simply were a dealer. Unfortunately Wood Boiler Inc., the manufacturer, went out of business last year, as did many other OWB manufacturers as a result of collapsing markets in this industry....

Because we are not the manufacturer, we are not able to help Mr. [redacted].  It is unreasonable to assume a small company like Aqua-Therm could warranty any products where the manufacturer has gone out of business. We have tried to help Mr. [redacted] to the best of our ability, incurred considerable costs to provide him with parts and components that we were not obligated to provide, including the pump he has referenced, which was not provided by the manufacturer but Aqua-Therm gave him one at no charge, plus gave him other components, all at no charge. If you look at Mr. [redacted] Owners Manual, you will see the warranty is covered by Wood Boiler Inc, not Aqua-Therm.Regarding the performance of the OWB, we have instructed Mr. [redacted] repeatedly to burn only well seasoned split cord wood with a moisture content between 18-22%. He was not burning that in the past and that led to many of his complaints. We didn't keep telling him "to try different things", we kept telling him he had to use the properly seasoned split cord wood that fell into the parameters stated above. The EPA mandated all OWB's after May 15, 2015 meet very specific emission requirements which requires very specific fuel requirements.  Reference the EPA web site for Best Burn Practices at www.epa.gov/burnwiseAqua-Therm is not able to help Mr. [redacted] any further. He has the manufacturer's phone number and needs to try and find resolution through them. The owners contact info is: Mr. [redacted] or                   Mr [redacted].

Initial Business Response /* (1000, 5, 2015/11/02) */
This boiler was made in 2006, and would be a prorated warranty. He had his boiler repaired in 2012 which we paid 300.00 for him to have fixed. It was not fixed properly and began to leak again. As the warranty reads, the boiler is normally...

shipped back to MN to be fixed but we try to help our customers by allowing them to have it fixed onsite. It is our policy if they have it fixed onsite once and doesn't work, they need to ship it back. [redacted] chose not to ship his boiler back to MN and then expected us to pay. This is not how our warranty works. Also, he references his stove pH is 9, our owner manual reads it should be pH of 7.0 to 8.5, his is too high and probably added to his issue. He needs to follow the owners instruction manual and we feel we have followed procedures.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The repair was done with a certified welder from a nuclear plant in the town I live in, which would tell me that he is the BEST of the BEST. His part of the job has not failed, it is the remaining area of the door ring. Also if you have a problem with your Ford car do you send it back to Detroit, I don't think so.I also still have my owners manual and there is nothing in it about PH levels, only states if you would like to add antifreeze to your system. On page 30 which at the top of the page is the'' MAINTENANCE'' section of the owners manual of the 2003 manual makes no reference of PH levels .My manual is dated April 2003.When there is a leak it is in the heating season when it is below freezing so I am not about to pay a trucking Co. 1000.00 bucks to send this boiler to them and pay 1000.00 to get it back.I can bet that they have had this problem before so I'am not the only one.They need to do the right thing and take care of the customer who trusted the manufacturer at the time.. I am willing to bet that no one removes there boiler from the install site and sends it back for repair.They need to be held accountable for there products.
Final Business Response /* (4000, 9, 2015/11/03) */
The weld should have been welded all away around the door ring the first time, if this is not done the weld will chase itself and cause an issue about 12 inches from where it was stopped. We paid for this to be done correctly in 2012 and was not. If he would like to ship his boiler back for review & repair as the warranty reads, he is welcome to do so. We feel this is our only resolution, we already paid once to weld it and it was not fixed it correctly.

We understand [redacted]'s frustrations. With the 1000's of boilers we have in the field we do occasionally have boilers that do need repair. Per our warranty it is our decision whether to repair or replace the boiler. [redacted]'s boiler is currently at our repair facility and going through our warranty...

procedures where we investigate and try to determine the failure, we have never stated we were not going to repair or replace his, it all just takes time.