Boyer Metal

Please see attached letter for full detail and attached work order agreeing to have us do the bypass In September 28, we responded to a call from the *** at which time we found that one of the zones in the house was not operating correctly due to a faulty zone actuator The attending technician, however, had not followed the protocol for turning in a purchase request for parts, therefore the replacement part was never acquired and the service ticket was processed and closed outUnfortunately we dropped the ball We then receive a call from the customer October 27th, inquiring about the part, at this time we were to send a Technician over to correctly identify the part needed, but the service request was moved around several times as we were trying to accommodate hundreds of customers during the winter who were completely without heat It was our understanding that the customer had heat, even though the actuator was not operational, the valve it operates, remains open in its natural stateAgain, we dropped the ball This issue is not related to and has nothing to do with events that later followed. We then received a call from the customer on January 17, stating that they had no heat A technician was dispatched to the residence where he found that a limit switch had opened up and would not reset; we did not have one in stock at the time and the part would have to be ordered. The customer asked the technician if there was anything he could do to get the unit running temporarily due to the fact that there were impending back to back snow storms on the way The technician stated to the customer that bypassing a limit switch was not common and did not recommend it, the customer approved the temporary repair and signed her initials on the service ticket accepting the temporary repair as such The technician made the repair and observed the boiler operation to be satisfactory at that time and that the secondary limit switch was still operational and that the boiler was functioning normal The part was then ordered and was received a couple days later, when then scheduled an appointment to replace the part.Before we could get the part installed the customer had called and stated that the system encountered a problem and that of the plastic pipes had burst and that the system was no longer operational We then went out to observe and try to determine the cause of the failure and informed the customer that we would be back out to make the necessary repairs and start the system and replace the necessary part that was temporarily repaired The technician returned to the residence and repaired the piping and replaced the part and attempted to start the boiler but found that there were other issues, one being a transformer that was found bad and needed to be replaced and a couple of small leaks that needed to be tightened up The technician asked the customer if we could reschedule another visit to make the additional repairs. Before we could return to make the additional repairs, the customer had called another company to come out and work on the boiler, at which time the other company made the same repairs we found necessary and additionally found that a pump mounted on the unit had failed as well and they replaced the pump cartridge and got the unit running The next day the customer called and informed us that they had called another company to make repairs, however, they wanted us to come out and inspect the system to insure that the system was operating correctly We surmised at the time, after the fact of finding out the pump had been faulty, that because of the pump failure was most likely the cause of the unit failing and water flashing to steam causing the plastic lines to burst in two places We then identified a couple of other problems with a zone thermostat and the original zone actuator that was determined to be faulty in September We made the repairs that day, tightened up an end cap on a zone manifold and found another leak on the boiler flue vent condensate trap which needed to be replaced We ordered the part and replaced that on Tuesday February 21st

Boyer installed a Lennox Complete Heat system in our house in We have always used their staff for maintenance and repairs If they had information about the failure of Lennox to support our system, they never shared it with us
On 9/30/Boyer sent a repairmen to trouble shoot a system failure He indicated a zone valve needed to be replaced but managed to get heat restored without it Over the next months I made repeated calls to Boyer regarding the part No replacement unit or substitute was offered and no repair person came out
On 01/15/the system failed again This time a repair person actually came out to look at the unit He "bypassed" a high limit switch in order to restore heat Within one week this bypass caused pressure build up and two small explosions occurred in the water supply and return lines We were lucky in that the hot water and steam were fairly well contained in the separate boiler room, but unlucky in that we were without both hot wat

Boyer Metal Company first off would like to sincerely apologize for not taking care of this in more a timely manner, and the lack of communication between the technician and staff on getting your parts ordered. We responded to a service call January 17, 2017 and made temporary repair. We returned...

on January 25 to assess further repairs and returned the following day January 26 to begin repairs. We again returned on February 1 to continue repairs on piping and system. We received a call from the customer on February 9, and we returned February 10 to assess system and make other repairs to unit. A complaint with the Revdex.com was filed prior to the customer making contact with us on February 9th. We returned on February 13 and finished work on the system, at which time the customer was satisfied with our response to their concerns, and was told they’d retract the complaint with the Revdex.com.

Repair on our unit remains in progress.  Some of the repair work was necessitated, we believe, by a failure to follow-up on Boyer's previous visit in September.  I personally contacted the dispatch office about these repairs on several occasions.  Due to the extended length of time that we were without heat during the month of January we felt justified in contacting another company to restore service.  This resulted in out-of-pocket expenses of $810.77.  We feel Boyer should reimburse this expense. We believe that Boyer is committed to and is using its best efforts to remedy damage to our system.  Once the system has been restored to its optimal operating capacity, we will be satisfied that our concerns have been addressed.