[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:With all due respect, I understand that there was a warranty in place for years from date of purchase My issue and concern is that within the years, and to be exact within years, the part malfunctionedYes, I was provided with a replacement part, which I paid an additional 1k, to have it installed During this "warranty" replacement there was no mention that my system was flawed, in fact, it was recommended that I have my system inspected Which I did, I paid for the system to be inspected and made adjustments based on the findingsyears after I purchased the unit, the block malfunctioned and was replaced in 2008, years later the block has malfunctioned again It seems that the block only has a life-cycle of yearsBased on research, there are numerous of other clients that have had the same issue with their "block" In regards to the "Good Will" offer of 150.00, I find this to be extremely insulting I am not looking for a free, new boiler, actually I am not even looking for free installation I am looking for a replacement block, so that I can contract an installer at my expense, and provide my family with heat Placing things into perspective, I have spent 6k, then years later 1500,and now I am willing to pay an additional 1k to have the "block" replaced I am retired, living on a fixed income; I believe in buying goods from American company's and I am just trying to provide heat for my family I can not bare an expense of 10K to remove, replace and install a new unit Please reconsider and replace the block and help me an my family Regards, [redacted]
The pictures provided show the cause of failure is corrosion Again, Corrosion is not a manufacturing defect and therefore not covered by warrantyThe manufacturer’s limited warranty for this boiler is one year on all parts and ten years on the heat exchanger, with no labor allowance, which, is the standard warranty for this type of boiler from other major boiler manufacturers Although this boiler was in service for approximately seven years, and the situation is not a manufacturing defect covered under warranty, homeowner was initially offered a replacement block (heat exchanger) for a reduced rate of $or a $rebate towards the purchase of a new Burnham Brand boilerThe above was offered as goodwill and exceeds warranty as unit was not covered under manufacturer’s limited warranty
From the information that the consumer supplied and further investigation it has been determined that the boiler and/or heat exchanger (cast iron sections) has been replaced at least three times These replacements were done as goodwill and not replaced as warranty issues These failures are due to corrosion and corrosion is not covered under the boiler warranty Therefore, the regional manager and company went beyond warranty by supplying either boiler or heat exchanger The boilers Installation and Operation manual calls for less than gallons of fresh make up water annually to be added to this size of boiler If more than that is required there are leaks in the old piping and/or vents that need addressing Increased PH, alkalinity and chloride are also causes of corrosion On October in an e-mail, the area’s regional manager also stated that in his opinion unless the amount of mawater, increased PH, alkalinity and chlorides are addressed and changed, the longevity of the new goodwill heat exchanger will experience a similar life span
------- Forwarded message ----------From: [redacted] *** < [redacted] @***.com>Date: Fri, Jul 31, at 11:PMSubject: Fwd: More pictures of bottom of heat exchangerTo: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Claim # [redacted] stress cracks at bottom of heat exchange unit on a year old U.SBoiler by Burnham[redacted] ***Sent from my [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] What is this "goodwill" they are offering???? This does not give me any answer or resolution whatsoeverGoodwill is EXTREMELY vague I am rejecting this response because:Regards, [redacted] ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:The business is refusing to respond to the complaint unless furnished the following informationModel Number: [redacted] Serial Number: [redacted] Regards, [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Complainant provided receipt
for the correspondence sent registered mail.
The signer of the correspondence is an employee of U.SBoiler
Company. We apologize for the
correspondence not transferred to the appropriate department
As indicated in prior
response, U.SBoiler Company does not impose an additional duty of submitting
a “registration card” as a condition of performance of the full warrantyThe extended warranty requires the completion
of registration within days from installation, which was not done. The boiler in question was installed
2/28/but was not registered until 12/18/ Repair was completed on 12/16/15.
The full warranty offered by
U.SBoiler Company is a One Year Limited Warranty of Residential Grade Boilers
and Parts/Accessories Supplied by U.SBoiler Company, Inc This one-year limited warranty is for
defective product. This one year warranty has expired.
We will offer goodwill in the
amount of $towards the cost incurred.
This exceeds written warranty and is offered as goodwill. We will send this reimbursement to the
address on the copy of the return receipt provided by complainant in recent
e-mail
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Burnham is the manufacture*** United is a third party vender to administer warranties for their boiler*** when asked said they administer the warranty only Ultimately Burnham is responsible to set up a system to administer all parts of their boiler businessBurnham has employs at the Pa office that give inaccurate information to consumers Burnham sells to contractors that are not informed of company policies, I could not find one contractor who knew they were suppose to be the one selling extended warranties.
Regards,
*** ***
The full warranty offered by
U.SBoiler Company is a “One Year Limited Warranty of Residential Grade
Boilers and Parts/Accessories Supplied by U.SBoiler Company, Inc.” At the
time of the purchases of the Alpine boiler reference in the complaint, U.S
Boiler funded an extended
warranty through an extended warranty provider,
*** United. This extended
Warranty expired June 20,
The complaint did telephone
U.SBoiler Company on 4/12/to discuss the issue outlined in the
complaint. It was stated that once the
extended warranty expired that warranty could not be extended. It was discussed that we would reach out to
*** to see if an exception could be made. This was done and unfortunately, their
insurer will not allow an exception.
Also, the only way complaint would
have acquired/purchased a 6-would have been thru their dealer/contractor*** does not do business directly with
the consumer. Complainant would have
been notified of this when they communicated with ***. Printed material guides the consumer to
contact their contractor for more information about these extended warranty
plans.
U.SBoiler also does not
sell product directly to consumer
The complainant also filed a complaint with The Commonwealth of Massachusetts. The response to the complaint was as follows: The complainant’s boiler’s heat exchanger (section assembly) has a 10-year limited warranty to cover manufacturing defectsAll other components have a one-year
limited warrantyThe warranty is only valid to the original owner at the original place of installationThe warranty also states the owner is responsible for the cost of removing and reinstalling the defective part or its replacement and all labor and material connected therewith. USBoiler does not install, remove, nor service boilers We have record of three conversations regarding this failure. It is believed that the cause of the boiler’s failures was due to corrosion. Oxygen corrosion/erosion occurs when excess amounts of mawater are continuously added to a steam system, typically as the result of leaks in the old steam distribution system throughout the home, including piping. This mawater carries dissolved oxygen which attacks the cast iron and can ruin the cast iron sectional assembly. Excess chloride or other contaminants in the water also may contribute to corrosion/erosion. This type of failure is not uncommon with modern boilers installed in old steam systemsThis is not a manufacturing defect and therefore is not covered under warranty Although corrosion is not a manufacturing defect nor covered under warranty, goodwill accommodations were offered. These, goodwill offers exceed the written warranty. The following was offered 1) received a new block and base for the reduced cost of $or 2) receive a $rebate towards a new Burnham brand boiler. Again, these are offered as goodwill. Corrosion is not covered under written warranty
Consumer indicates that a U.S.P.S
Registered letter was sent to U.SBoiler Company. This correspondence was not received by this
office. Therefore, to investigate this situation,
please provide, if applicable, the individual’s name that signed
for
correspondence
U.SBoiler Company does not
impose an additional duty of submitting a “registration card” as a condition of
performance of the full warranty. The
extended warranty requires the completion of registration within days from
installation, which was not done. The
boiler in question was installed 2/28/but was not registered until
12/18/
The full warranty offered by
U.SBoiler Company is a “One Year Limited Warranty of Residential Grade
Boilers and Parts/Accessories Supplied by U.SBoiler Company, Inc.”
The boiler has been installed
longer than one year. Also, the Triangle Tube M Smart mentioned
in the complaint is not manufactured or sold by U.SBoiler.
If a copy of the replacement
invoice is provided to the address below along with a copy of the original
correspondence, we will review and determine possible goodwill amount towards
the replacement cost. In lieu of sending
a copy of the replacement invoice and company may be scanned and e-mailed to [email protected]. Any reimbursement provided exceeds written
full warranty and is offered as goodwill.
U.SBoiler Company
P.OBox ***
Lancaster, PA
***
Please have complainant provide replaced boiler's serial number. An account number was provided but we do not sell directly to end user. Therefore, the account numberis not part of any of our records
The full warranty offered by U.SBoiler Company on an Alpine boiler is a One Year Limited Warranty on Parts/Accessories Supplied by U.SBoiler Company, Inc The boiler’s heat exchanger has a 12-year limited warranty. For the boiler reference in complaint U.SBoiler funded/purchased from *** a five year extended warranty. This warranty has now expired. No additional warranty can be purchased for this boiler
The contractor along with a *** *** representative went back to complainant's home, today 2/29/16. A loose wire in the wiring harness which communicates between the control board and blower was found. The wiring harness was replaced
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:With all due respect, I understand that there was a warranty in place for years from date of purchase My issue and concern is that within the years, and to be exact within years, the part malfunctionedYes, I was provided with a replacement part, which I paid an additional 1k, to have it installed During this "warranty" replacement there was no mention that my system was flawed, in fact, it was recommended that I have my system inspected Which I did, I paid for the system to be inspected and made adjustments based on the findingsyears after I purchased the unit, the block malfunctioned and was replaced in 2008, years later the block has malfunctioned again It seems that the block only has a life-cycle of yearsBased on research, there are numerous of other clients that have had the same issue with their "block" In regards to the "Good Will" offer of 150.00, I find this to be extremely insulting I am not looking for a free, new boiler, actually I am not even looking for free installation I am looking for a replacement block, so that I can contract an installer at my expense, and provide my family with heat Placing things into perspective, I have spent 6k, then years later 1500,and now I am willing to pay an additional 1k to have the "block" replaced I am retired, living on a fixed income; I believe in buying goods from American company's and I am just trying to provide heat for my family I can not bare an expense of 10K to remove, replace and install a new unit Please reconsider and replace the block and help me an my family Regards, [redacted]
Please have the consumer provide the RV5P boiler serial number Once we receive this serial number we will investigate the complaint Thank you
The pictures provided show the cause of failure is corrosion Again, Corrosion is not a manufacturing defect and therefore not covered by warrantyThe manufacturer’s limited warranty for this boiler is one year on all parts and ten years on the heat exchanger, with no labor allowance, which, is the standard warranty for this type of boiler from other major boiler manufacturers Although this boiler was in service for approximately seven years, and the situation is not a manufacturing defect covered under warranty, homeowner was initially offered a replacement block (heat exchanger) for a reduced rate of $or a $rebate towards the purchase of a new Burnham Brand boilerThe above was offered as goodwill and exceeds warranty as unit was not covered under manufacturer’s limited warranty
From the information that the consumer supplied and further investigation it has been determined that the boiler and/or heat exchanger (cast iron sections) has been replaced at least three times These replacements were done as goodwill and not replaced as warranty issues These failures are due to corrosion and corrosion is not covered under the boiler warranty Therefore, the regional manager and company went beyond warranty by supplying either boiler or heat exchanger The boilers Installation and Operation manual calls for less than gallons of fresh make up water annually to be added to this size of boiler If more than that is required there are leaks in the old piping and/or vents that need addressing Increased PH, alkalinity and chloride are also causes of corrosion On October in an e-mail, the area’s regional manager also stated that in his opinion unless the amount of mawater, increased PH, alkalinity and chlorides are addressed and changed, the longevity of the new goodwill heat exchanger will experience a similar life span
------- Forwarded message ----------From: [redacted] *** < [redacted] @***.com>Date: Fri, Jul 31, at 11:PMSubject: Fwd: More pictures of bottom of heat exchangerTo: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Claim # [redacted] stress cracks at bottom of heat exchange unit on a year old U.SBoiler by Burnham[redacted] ***Sent from my [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] What is this "goodwill" they are offering???? This does not give me any answer or resolution whatsoeverGoodwill is EXTREMELY vague I am rejecting this response because:Regards, [redacted] ***
The complainant’s boiler is out of warranty The $is offered as goodwill This goodwill exceeds warranty
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:The business is refusing to respond to the complaint unless furnished the following informationModel Number: [redacted] Serial Number: [redacted] Regards, [redacted]
Please provide the serial number for the claimed defective product (boiler) The serial number is need before an investigation may be begin Thank you
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Complainant provided receipt
for the correspondence sent registered mail.
The signer of the correspondence is an employee of U.SBoiler
Company. We apologize for the
correspondence not transferred to the appropriate department
As indicated in prior
response, U.SBoiler Company does not impose an additional duty of submitting
a “registration card” as a condition of performance of the full warrantyThe extended warranty requires the completion
of registration within days from installation, which was not done. The boiler in question was installed
2/28/but was not registered until 12/18/ Repair was completed on 12/16/15.
The full warranty offered by
U.SBoiler Company is a One Year Limited Warranty of Residential Grade Boilers
and Parts/Accessories Supplied by U.SBoiler Company, Inc This one-year limited warranty is for
defective product. This one year warranty has expired.
We will offer goodwill in the
amount of $towards the cost incurred.
This exceeds written warranty and is offered as goodwill. We will send this reimbursement to the
address on the copy of the return receipt provided by complainant in recent
e-mail
Please provide the serial number of the claimed defective boiler. Once this serial number is received we will begin an investigation
Although product was out of warranty, we offered goodwill. As indicated in the rejection the consumer decided to not to take our goodwill
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Burnham is the manufacture*** United is a third party vender to administer warranties for their boiler*** when asked said they administer the warranty only Ultimately Burnham is responsible to set up a system to administer all parts of their boiler businessBurnham has employs at the Pa office that give inaccurate information to consumers Burnham sells to contractors that are not informed of company policies, I could not find one contractor who knew they were suppose to be the one selling extended warranties.
Regards,
*** ***
The full warranty offered by
U.SBoiler Company is a “One Year Limited Warranty of Residential Grade
Boilers and Parts/Accessories Supplied by U.SBoiler Company, Inc.” At the
time of the purchases of the Alpine boiler reference in the complaint, U.S
Boiler funded an extended
warranty through an extended warranty provider,
*** United. This extended
Warranty expired June 20,
The complaint did telephone
U.SBoiler Company on 4/12/to discuss the issue outlined in the
complaint. It was stated that once the
extended warranty expired that warranty could not be extended. It was discussed that we would reach out to
*** to see if an exception could be made. This was done and unfortunately, their
insurer will not allow an exception.
Also, the only way complaint would
have acquired/purchased a 6-would have been thru their dealer/contractor*** does not do business directly with
the consumer. Complainant would have
been notified of this when they communicated with ***. Printed material guides the consumer to
contact their contractor for more information about these extended warranty
plans.
U.SBoiler also does not
sell product directly to consumer
The complainant also filed a complaint with The Commonwealth of Massachusetts. The response to the complaint was as follows: The complainant’s boiler’s heat exchanger (section assembly) has a 10-year limited warranty to cover manufacturing defectsAll other components have a one-year
limited warrantyThe warranty is only valid to the original owner at the original place of installationThe warranty also states the owner is responsible for the cost of removing and reinstalling the defective part or its replacement and all labor and material connected therewith. USBoiler does not install, remove, nor service boilers We have record of three conversations regarding this failure. It is believed that the cause of the boiler’s failures was due to corrosion. Oxygen corrosion/erosion occurs when excess amounts of mawater are continuously added to a steam system, typically as the result of leaks in the old steam distribution system throughout the home, including piping. This mawater carries dissolved oxygen which attacks the cast iron and can ruin the cast iron sectional assembly. Excess chloride or other contaminants in the water also may contribute to corrosion/erosion. This type of failure is not uncommon with modern boilers installed in old steam systemsThis is not a manufacturing defect and therefore is not covered under warranty Although corrosion is not a manufacturing defect nor covered under warranty, goodwill accommodations were offered. These, goodwill offers exceed the written warranty. The following was offered 1) received a new block and base for the reduced cost of $or 2) receive a $rebate towards a new Burnham brand boiler. Again, these are offered as goodwill. Corrosion is not covered under written warranty
Consumer indicates that a U.S.P.S
Registered letter was sent to U.SBoiler Company. This correspondence was not received by this
office. Therefore, to investigate this situation,
please provide, if applicable, the individual’s name that signed
for
correspondence
U.SBoiler Company does not
impose an additional duty of submitting a “registration card” as a condition of
performance of the full warranty. The
extended warranty requires the completion of registration within days from
installation, which was not done. The
boiler in question was installed 2/28/but was not registered until
12/18/
The full warranty offered by
U.SBoiler Company is a “One Year Limited Warranty of Residential Grade
Boilers and Parts/Accessories Supplied by U.SBoiler Company, Inc.”
The boiler has been installed
longer than one year. Also, the Triangle Tube M Smart mentioned
in the complaint is not manufactured or sold by U.SBoiler.
If a copy of the replacement
invoice is provided to the address below along with a copy of the original
correspondence, we will review and determine possible goodwill amount towards
the replacement cost. In lieu of sending
a copy of the replacement invoice and company may be scanned and e-mailed to [email protected]. Any reimbursement provided exceeds written
full warranty and is offered as goodwill.
U.SBoiler Company
P.OBox ***
Lancaster, PA
***
Please have complainant provide replaced boiler's serial number. An account number was provided but we do not sell directly to end user. Therefore, the account numberis not part of any of our records
The full warranty offered by U.SBoiler Company on an Alpine boiler is a One Year Limited Warranty on Parts/Accessories Supplied by U.SBoiler Company, Inc The boiler’s heat exchanger has a 12-year limited warranty. For the boiler reference in complaint U.SBoiler funded/purchased from *** a five year extended warranty. This warranty has now expired. No additional warranty can be purchased for this boiler
The contractor along with a *** *** representative went back to complainant's home, today 2/29/16. A loose wire in the wiring harness which communicates between the control board and blower was found. The wiring harness was replaced