[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:1) At no point were we made aware that the new boilers were a good will gestureFour boilers in less than ten years is a lot of goodwill from a manufacturer without further investigation.2) Each time one of the boilers failed we asked why and it has taken until now and us persevering to be told that the amount of and/or quality of the water is to blame which has still to be provenSam mechanical and ourselves requested on several occasions that a site visit from Burnham was needed to resolve the issue, at no point did they make any arrangements to do so Steam heat has been used in the Inn for many many years and it appears that only since the first boiler of this kind installed over ten years ago with four subsequent failings, that our water supply is the problemIt seems to us that this type of boiler is not the correct one for the Business which should have been identified much earlier, before we had the additional costs of having each one re-installed.3) It appears that the owners of residences and businesses that have boilers manufactured and installed by the experts who should know these things now have to become scientists themselves to know that these issues existIf this is the case small business owners and the general public should be made fully aware of this at purchase and the documentation about possible failure made readily available to everyone, not just companies and technicians who install themUnder the circumstances we feel it is only reasonable for someone to tell us precisely what made the boilers fail, not that it could be this or it could be thatWe want to know exactly from the manufacturer so we can put something in place to stop it happening again to us and other people. 4) From the responses we have received it appears to indicate that we should be having our water tested every three months to ensure the boiler doesn't fail again This would be an additional timely and costly process for the business to follow which is not viable or cost effective for small businesses
Regards,
*** ***
------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Tue, Jan 31, at 9:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ---------- Forwarded message ----------From: *** *** Date: Tue, Jan 31, at 4:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com Complaint is not solved Sent from my ***
[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 [redacted], and find that this resolution is satisfactory to me. After many attempts to get this resolved a Burnham rep came out on 1/27/16. As of right now the situation seems to be rectified.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business...
in reference to ID [redacted]. The serial #[redacted]. Part #[redacted]. But [redacted] boiler model #[redacted] [redacted]. The unit was replaced on Jan 9, 2015.
Regards,
[redacted].com
As written to complainant in
letter of December 3, 2015, U.S. Boiler 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, which was not done...
until after repair
was made and complainant contacted customer service office.
U.S. Boiler website along
with other literature states boiler must be registered within 90 days from
installation to be eligible for extended warranty.
The full warranty offered by
U.S. Boiler Company is a “One Year Limited Warranty of Residential Grade
Boilers and Parts/Accessories Supplied by U.S. Boiler Company, Inc.” The boiler has been installed longer than one
year.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 10 years from date of purchase. My issue and concern is that within the 10 years, and to be exact within 6 years, the part malfunctioned. Yes, 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 findings. 6 years after I purchased the unit, the block malfunctioned and was replaced in 2008, 6.5 years later the block has malfunctioned again. It seems that the block only has a life-cycle of 6 years. Based 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 6 years later 1500,00 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]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:This response is pure speculation and they have no way of knowing this having not assessed the boiler. What they are calling corrosion, I am calling the manifestation of a manufacturing defect. The bottom line is the heat exchanger has a 10 year warranty and that warranty should be honored. I have documentation from our local water compliance officer indicating our city water is in compliance with state regulation and is not corrosive in nature. Also to say this is "not uncommon" indicates this is a common problem with their product... They need to remember that these units are being manufactured for people like me who have older steam systems... No one is building new construction with steam heat and if steam heat is being taken out of a house it is being updated with forced hot air or hot water systems. Regards,
[redacted]
We do have notes regarding a telephone conversation with complainant and [redacted] Customer Service on December 20, 2016 at 11:37 A.M. The complainant indicated that the boiler installed in residence was used in a water application. A water application does have a limited lifetime...
warranty on heat exchanger. This limited warranty states that after 10 a proration fee will be applicable. The previously quoted fee was provided due to the information the owner provided to the customer service representative. After further review it was indicated that this boiler is used in a steam application. This is confirmed by the installment sales contract provided by complainant. Also, the warranty form provided as attachment with this complaint also indicates a steam application. The heat exchanger of a boiler used in a steam application has a limited 10 year warranty. The boiler was installed/purchased March 15, 2006. [redacted] was not contacted regarding an issue with boiler until, by our notes 12/20/16, or by complaint’s Revdex.com complaint 12/13/16. Both of these dates exceed limited written warranty. Therefore, boiler was out of warranty when issue was reported.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 whatsoever. Goodwill is EXTREMELY vague. I am rejecting this response because:Regards,
[redacted]
The pictures provided show the cause of failure is corrosion. Again,
Corrosion is not a manufacturing defect and therefore not
covered by warranty. The 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 $700 or a
$500 rebate towards the purchase of a new Burnham Brand boiler. The above was offered as goodwill and exceeds warranty as
unit was not covered under manufacturer’s limited warranty.
After receiving correspondence, a U.S. Boiler Company
technical representative along with the consumer’s contractor/installer went to
the jobsite on 1/27/16. The U.S. Boiler
Company technical representative supplied a new fan. Adjustments to the installation were made. It...
was
recommended that contractor return and offset the elevation of the vent/intake.
Unfortunately, the rebate card sent to complainant had
expired prior to his contacting U.S. Boiler Company. Expiration is 180 days/six months after issuance. This card was mailed/shipped March 31,
2014. Card would have expired
9/31/2014. First, contact as indicated
in...
compliant was 12/3/2014.
After registering the qualifying product the issuance of the
promotional rebate card could have been monitored on the same site.
U.S. Boiler Company administers the distribution of the
promotional rebate cars for the oil-to-gas conversion program in New York, Massachusetts,
and Rhode Island. These cards are issued
by a national bank as a [redacted]™ prepaid debit card and these cards, as indicated
above, have six month expiration. This
is the most typical expiration timeframe for the rebate card industry. These
cards may be reissued if they are lost or stolen, and have not expired. However, they cannot be reissued once the expiration
date has occurred.
Once a card expires, the funds are “swept” from the card and
moved into an accrual account that is managed by a third-party company. This company is obligated by the laws of each
state to report these funds at an appropriate time to the state and then to
turn over the money to each state. Thus,
once a rebate card like this expires, the money essentially belongs to the
states in which it was distributed.
We are not familiar with all the specific laws for each
state in regard to what each states does with the funds they receive from these
expired cards. We do know that it may
take as long as five years before the money needs to be reported to the state
and turned over to them. Complainant
should investigate the unclaimed property laws for their state in regards to
promotional rebate cards. A state may or
may not list this money as unclaimed property.
Some states have enacted laws to simply move this money into their state
treasury.
Please note that this card sent to complainant was defined
as a loyalty/reward promotional rebate card and not as a gift card. The laws governing gift cards are much different
than those covering loyalty/reward promotional rebate cards.
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 8 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 5 in an e-mail, the area’s regional manager also
stated that in his opinion unless the amount of make-up water, increased PH,
alkalinity and chlorides are addressed and changed, the longevity of the new
goodwill heat exchanger will experience a similar life span.
Please provide the serial number for the claimed defective product (boiler). The serial number is need before an investigation may be begin. Thank you.
The heat exchanger (section assembly) of the complainant’s
boiler does carry a limited lifetime warranty.
A prorated service charge will be applicable after the tenth year and
expenses for removal and reinstallation are not covered by this limited
warranty. This warranty also states...
[redacted],
Inc. at its option will repair or replace the heat exchanger. [redacted] would not opt under
warranty to replace unit with a competitive product. Furthermore, we were not contacted regarding
this failure until after the replacement was made. This did not give us an opportunity to repair
or replace the presumed defective product.
Therefore, the complainant’s did
not follow the terms and conditions of the written warranty.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 information. Model Number: [redacted] Serial Number: [redacted]
Regards,
[redacted]
Although the product is no longer under warranty, if the serial number of boiler is provided, we will investigate and determine if we may offer some goodwill.
------- Forwarded message ----------Date: Thu, Jan 19, 2017 at 2:25 PMSubject: Complaint ID [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Our technical representative for the area of complaint property has no record of ever being on the job. This is not surprising, as the boiler would normally not be inspected due to the age and boiler’s warranty expiring. As goodwill, since the boiler’s warranty has expired, we will offer the complainant $150.00 towards the purchase of a new [redacted] Company complete [redacted] Oil boiler. This offer exceeds warranty, because as mentioned above the boiler is out of the limited 10-year 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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:1) At no point were we made aware that the new boilers were a good will gestureFour boilers in less than ten years is a lot of goodwill from a manufacturer without further investigation.2) Each time one of the boilers failed we asked why and it has taken until now and us persevering to be told that the amount of and/or quality of the water is to blame which has still to be provenSam mechanical and ourselves requested on several occasions that a site visit from Burnham was needed to resolve the issue, at no point did they make any arrangements to do so Steam heat has been used in the Inn for many many years and it appears that only since the first boiler of this kind installed over ten years ago with four subsequent failings, that our water supply is the problemIt seems to us that this type of boiler is not the correct one for the Business which should have been identified much earlier, before we had the additional costs of having each one re-installed.3) It appears that the owners of residences and businesses that have boilers manufactured and installed by the experts who should know these things now have to become scientists themselves to know that these issues existIf this is the case small business owners and the general public should be made fully aware of this at purchase and the documentation about possible failure made readily available to everyone, not just companies and technicians who install themUnder the circumstances we feel it is only reasonable for someone to tell us precisely what made the boilers fail, not that it could be this or it could be thatWe want to know exactly from the manufacturer so we can put something in place to stop it happening again to us and other people. 4) From the responses we have received it appears to indicate that we should be having our water tested every three months to ensure the boiler doesn't fail again This would be an additional timely and costly process for the business to follow which is not viable or cost effective for small businesses
Regards,
*** ***
------- Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Tue, Jan 31, at 9:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** ---------- Forwarded message ----------From: *** *** Date: Tue, Jan 31, at 4:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com Complaint is not solved Sent from my ***
[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 [redacted], and find that this resolution is satisfactory to me. After many attempts to get this resolved a Burnham rep came out on 1/27/16. As of right now the situation seems to be rectified.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business...
in reference to ID [redacted]. The serial #[redacted]. Part #[redacted]. But [redacted] boiler model #[redacted] [redacted]. The unit was replaced on Jan 9, 2015.
Regards,
[redacted].com
As written to complainant in
letter of December 3, 2015, U.S. Boiler 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, which was not done...
until after repair
was made and complainant contacted customer service office.
U.S. Boiler website along
with other literature states boiler must be registered within 90 days from
installation to be eligible for extended warranty.
The full warranty offered by
U.S. Boiler Company is a “One Year Limited Warranty of Residential Grade
Boilers and Parts/Accessories Supplied by U.S. Boiler Company, Inc.” The boiler has been installed longer than one
year.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 10 years from date of purchase. My issue and concern is that within the 10 years, and to be exact within 6 years, the part malfunctioned. Yes, 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 findings. 6 years after I purchased the unit, the block malfunctioned and was replaced in 2008, 6.5 years later the block has malfunctioned again. It seems that the block only has a life-cycle of 6 years. Based 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 6 years later 1500,00 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 complainant’s boiler is out of warranty. The $150.00 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 response. If no reason is received your complaint will be closed as Answered]
Complaint: [redacted]
I am rejecting this response because:This response is pure speculation and they have no way of knowing this having not assessed the boiler. What they are calling corrosion, I am calling the manifestation of a manufacturing defect. The bottom line is the heat exchanger has a 10 year warranty and that warranty should be honored. I have documentation from our local water compliance officer indicating our city water is in compliance with state regulation and is not corrosive in nature. Also to say this is "not uncommon" indicates this is a common problem with their product... They need to remember that these units are being manufactured for people like me who have older steam systems... No one is building new construction with steam heat and if steam heat is being taken out of a house it is being updated with forced hot air or hot water systems. Regards,
[redacted]
We do have notes regarding a telephone conversation with complainant and [redacted] Customer Service on December 20, 2016 at 11:37 A.M. The complainant indicated that the boiler installed in residence was used in a water application. A water application does have a limited lifetime...
warranty on heat exchanger. This limited warranty states that after 10 a proration fee will be applicable. The previously quoted fee was provided due to the information the owner provided to the customer service representative. After further review it was indicated that this boiler is used in a steam application. This is confirmed by the installment sales contract provided by complainant. Also, the warranty form provided as attachment with this complaint also indicates a steam application. The heat exchanger of a boiler used in a steam application has a limited 10 year warranty. The boiler was installed/purchased March 15, 2006. [redacted] was not contacted regarding an issue with boiler until, by our notes 12/20/16, or by complaint’s Revdex.com complaint 12/13/16. Both of these dates exceed limited written warranty. Therefore, boiler was out of warranty when issue was reported.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 whatsoever. Goodwill is EXTREMELY vague. I am rejecting this response because:Regards,
[redacted]
The pictures provided show the cause of failure is corrosion. Again,
Corrosion is not a manufacturing defect and therefore not
covered by warranty. The 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 $700 or a
$500 rebate towards the purchase of a new Burnham Brand boiler. The above was offered as goodwill and exceeds warranty as
unit was not covered under manufacturer’s limited warranty.
After receiving correspondence, a U.S. Boiler Company
technical representative along with the consumer’s contractor/installer went to
the jobsite on 1/27/16. The U.S. Boiler
Company technical representative supplied a new fan. Adjustments to the installation were made. It...
was
recommended that contractor return and offset the elevation of the vent/intake.
Unfortunately, the rebate card sent to complainant had
expired prior to his contacting U.S. Boiler Company. Expiration is 180 days/six months after issuance. This card was mailed/shipped March 31,
2014. Card would have expired
9/31/2014. First, contact as indicated
in...
compliant was 12/3/2014.
After registering the qualifying product the issuance of the
promotional rebate card could have been monitored on the same site.
U.S. Boiler Company administers the distribution of the
promotional rebate cars for the oil-to-gas conversion program in New York, Massachusetts,
and Rhode Island. These cards are issued
by a national bank as a [redacted]™ prepaid debit card and these cards, as indicated
above, have six month expiration. This
is the most typical expiration timeframe for the rebate card industry. These
cards may be reissued if they are lost or stolen, and have not expired. However, they cannot be reissued once the expiration
date has occurred.
Once a card expires, the funds are “swept” from the card and
moved into an accrual account that is managed by a third-party company. This company is obligated by the laws of each
state to report these funds at an appropriate time to the state and then to
turn over the money to each state. Thus,
once a rebate card like this expires, the money essentially belongs to the
states in which it was distributed.
We are not familiar with all the specific laws for each
state in regard to what each states does with the funds they receive from these
expired cards. We do know that it may
take as long as five years before the money needs to be reported to the state
and turned over to them. Complainant
should investigate the unclaimed property laws for their state in regards to
promotional rebate cards. A state may or
may not list this money as unclaimed property.
Some states have enacted laws to simply move this money into their state
treasury.
Please note that this card sent to complainant was defined
as a loyalty/reward promotional rebate card and not as a gift card. The laws governing gift cards are much different
than those covering loyalty/reward promotional rebate cards.
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 8 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 5 in an e-mail, the area’s regional manager also
stated that in his opinion unless the amount of make-up water, increased PH,
alkalinity and chlorides are addressed and changed, the longevity of the new
goodwill heat exchanger will experience a similar life span.
Please provide the serial number for the claimed defective product (boiler). The serial number is need before an investigation may be begin. Thank you.
The heat exchanger (section assembly) of the complainant’s
boiler does carry a limited lifetime warranty.
A prorated service charge will be applicable after the tenth year and
expenses for removal and reinstallation are not covered by this limited
warranty. This warranty also states...
[redacted],
Inc. at its option will repair or replace the heat exchanger. [redacted] would not opt under
warranty to replace unit with a competitive product. Furthermore, we were not contacted regarding
this failure until after the replacement was made. This did not give us an opportunity to repair
or replace the presumed defective product.
Therefore, the complainant’s did
not follow the terms and conditions of the written warranty.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 information. Model Number: [redacted] Serial Number: [redacted]
Regards,
[redacted]
Although the product is no longer under warranty, if the serial number of boiler is provided, we will investigate and determine if we may offer some goodwill.
------- Forwarded message ----------Date: Thu, Jan 19, 2017 at 2:25 PMSubject: Complaint ID [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Our technical representative for the area of complaint property has no record of ever being on the job. This is not surprising, as the boiler would normally not be inspected due to the age and boiler’s warranty expiring. As goodwill, since the boiler’s warranty has expired, we will offer the complainant $150.00 towards the purchase of a new [redacted] Company complete [redacted] Oil boiler. This offer exceeds warranty, because as mentioned above the boiler is out of the limited 10-year warranty.