Burkholder's Heating & Air Conditioning

I spoke with **. [redacted] this afternoon. I informed him I was calling in regards to Revdex.com letter & to see if the boiler issues have been resolved. He stated the boiler issues have been...

resolved other than the fact that when the temperature was very cold, the system seemed to have trouble reaching temperature that it was set to. I explain that most system will experience the same issues in the extreme cold. I did offer to come back (2-25-14) & go over the entire system again. In regards to the letter he stated that he was disappoint with the communication he received from [redacted]. I explained that we could not investigate the issue since [redacted] is no longer employed by the company. He stated that he has been satisfied with the company since we issued the order to check his unit & the leak had been resolved. He also stated that he did receive your letter, which was also appreciated.
[redacted]
Service Manager
Burkholder’s Heating & Air Conditioning, Inc. 
383 Minor St.
Emmaus, PA 18049
Phone: ###-###-####

[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:What is the question here, is that Burkholder failed to explain their billing process.  Burkholder's employee checked the unit and replaced the motor he said was bad.  They did not break down what the motor cost and what the labor was.  I was given a flat rate and was also told that included a 1 year warranty.  They also kept the old parts so I couldn't have them checked out.  Now, I'm told I need another new motor because the unit is shutting down.  The unit was checked and the unit is running fine and the motor was not replaced.  I doubt it needed to be replaced in the first place.
Regards,
Richard Skripek

[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:  I contacted Burkholder Heating and Air Inc. to repair my [redacted] Split heat/air conditioning unit.  They were recommended to me by [redacted] Supply to be knowledgeable of this type of unit.On 4/17/2014 the Burkholder Tech checked the inside unit and said I needed a new fan motor.  I asked how much the new fan motor would cost with the installation.He said everything would cost $343.00, but would not tell me what the cost part.  It was flat rated and would be under a 1 year warranty.    This unit is in a sun room and used very little.  The room has 11 screened windows and the air conditioner wasn't used until late Sept.  On Sept. 18, 2014, I called Burkholder and told them that the unit wasn't working.  It shut down.  The fan had only 1 speed instead of 3.  At that time I was told I needed another fan motor for the inside unit.  The cost would be another $343.00.  On Oct. 24 I talked to a person called Keith and he denied any warranty and refused to tell me what the actual motor cost.  I feel I have a right to know what things cost plus installation.  I feel I was deceived and did not get what I paid for and I should be entitled for a refund of what I paid them.  I will never use this business again.Since the manufacturer doesn't make the unit any more, the unit must be completely replaced.
Regards,
[redacted]

Review: On December 29th, 2010 I had a Queitside DPW-120 dual purpose gas boiler installed by Burkholder's of Emmaus, PA. I also purchased a service contract for my gas boiler through Burkholder's. My purchase came with a 5 year manufacture's parts warranty. On December 12th, 2012, I lost heat. The diagnoses was that the expansion tank bladder had broken. It was replaced. The part was covered under warranty, but I paid $81 for one hour of labor to replace the bladder. On December 29, 2013, I heard high pitched siren sound coming from one of the circulation pumps that feed the base board water system. A Burkholder's technician came to the house the next day and diagnosed the trouble to be a failing circulation pump and that it needed to be replaced. Burkholder's did not have the circulation pump in stock and it had to be ordered. I was told that once the pump was received, Burkholder's would to call to schedule a time and date to replace the pump. On January, 5th 2014, I lost heat completely. Being Sunday, I had to call for emergency repair service. I was told that the circulation pump still had not arrived and that it was scheduled to come in the next day. A technician was scheduled to be dispatched on the afternoon of January 6th. I had to arrange a half day's vacation in order to be home to let the Burkholder's technician in to service my boiler. Please note that I observed water on my basement floor, next to where the boiler is mounted on the wall. I did not see any active leaking of water from the boiler. I mentioned this to the Burkholder's technician that came to replace the circulation pump. After checking my heating system, the technician informed me that the issue was not the circulation pump, but that my expansion tank bladder had broken again. I was not charged for the part, but was charged one and half hour of labor to replace the bladder, $121.50. I was asked by the technician to pay this amount immediately after he completely his work. Since this was the second time this bladder had failed, I told the technician that I wanted to speak to the service manager before paying. Burkholder's office was closed by the time technician had completed replacing the bladder, so I was not able to speak to anyone immediately. Within an hour of the technician leaving, I observed water dripping from the central heating return of the boiler, it only lasted a few minutes, but was the source of the water on the floor. My house, has two heating zones and both are programmed to reach 65 degrees Fahrenheit during the heating cycle. The next morning, neither zone reached program temperature, which normally takes less than an one hour. Later that morning I called Burkholder's and I was told to leave a voice message with [redacted] the service manager. In the voice message, I told [redacted] that my heating system was leaking water and that it was not functioning properly. I also told him that I was upset for having to pay for two bladder failures almost a year apart. I did not receive any response back. On January, 15th 2014 I filled out and submitted the online service request form found on Burkholder's website. Again, I got no response back. On January 22nd, I received an invoice for the $121.50 for the January 6th service call. I wrote Burkholder's a check for half of that amount, $60.75. I included a letter with the check and invoice. In that letter, I told Burkholder's that I would pay the full invoice amount once my boiler was restored to proper functionality. I also wrote that the boiler is still leaking water and is slow to reach programmed temperature and that on extremely cold days, never reaches the programmed temperature. I sent the check and letter by certified mail. Burkholder's received the letter and cashed my check. I got no response back from the letter by Burkholder's. On February 5th, 2014, I submitted for the second time a online service request, still no response from Burkholder's. Currently, I am collecting between two to four gallons of water that drips down from the central heating return. I am not a heating expert, but it is clear that water should not be dripping from that side of the boiler.Desired Settlement: Repair and restore my gas boiler to its proper function. I have a service contract that is not being honored.

Business

Response:

I spoke with **. [redacted] this afternoon. I informed him I was calling in regards to Revdex.com letter & to see if the boiler issues have been resolved. He stated the boiler issues have been resolved other than the fact that when the temperature was very cold, the system seemed to have trouble reaching temperature that it was set to. I explain that most system will experience the same issues in the extreme cold. I did offer to come back (2-25-14) & go over the entire system again. In regards to the letter he stated that he was disappoint with the communication he received from [redacted]. I explained that we could not investigate the issue since [redacted] is no longer employed by the company. He stated that he has been satisfied with the company since we issued the order to check his unit & the leak had been resolved. He also stated that he did receive your letter, which was also appreciated.

Service Manager

Burkholder’s Heating & Air Conditioning, Inc.

383 Minor St.

Emmaus, PA 18049

Phone: ###-###-####

Review: FIX OR REPLACE A [redacted] SPLIT HEAT-AIR CONDITIONING UNIT. PLEASE SEE BELOWDesired Settlement: I PURCHASED A [redacted] SPLIT HEAT-AIR CONDITIONER UNIT FROM BURKHOLDER HEATING AND AIR CONDITION ING, EMMAUS, PA. THE INDOOR UNIT SERIAL #[redacted], MODEL

#[redacted] . THE FIRST UNIT WE HAD NOTHING BUT TROUBLE BEFORE THE FIRST YEAR WAS UP. THE UNIT NEVER FUNCTIONED PROPERLY. IT LOST COOLANT AND WAS SERVICED THREE TIMES.

THE UNIT WAS WHOLESALED FROM [redacted] SUPPLY, [redacted], PA. THEIR SALES REP., MR. EDWARD S[redacted] WAS HERE TRYING SEVERAL DIFFERENT WAYS TO GET THE UNIT

TO FUNCTION PROPERLY. I FINALLY GOT THEM TO REMOVE AND REPLACE THE UNIT WITH A NEW UNIT. NOW AFTER FOUR YEARS I STARTED HAVING PROBLEMS AGAIN. THE SECOND UNIT WOULD

JUST SHUT DOWN.I CALLED [redacted] SUPPLY AND THEY RECOMMENDED I CALL BURKHOLDER HEATING AND AIR CONDITIONING FOR REPAIRS. BURKHOLDER'S SERVICE TECH. TOLD ME THE FAN

MOTOR WAS RUNNING HOT AND I NEEDED A NEW FAN MOTOR. I REPLACED THE FAN MOTOR FOR $343.00 IN APRIL 2014. THEY FLAT RATED ME AND TOLD ME THE MOTOR WAS GUARANTEED FOR 1

YEAR. IN SEPT, THE UNIT WAS SHUTTING DOWN AGAIN. I CALLED BURKHOLDER AND THEIR SERVICE TECH TOLD ME THE MOTOR WAS RUNNING HOT AGAIN AND THAT I NEEDED ANOTHER NEW FAN

MOTOR. THE NEW MOTOR WOULD COST ME ANOTHER $343.00 WHICH SHOULD BE UNDER WARRANTY. I ASKED THEM ABOUT REPLACING THE INSIDE PART OF THE UNIT, AND I WAS TOLD [redacted]

DOESN'T MAKE THIS MODEL ANYMORE. I CHECKED THE NEW MOTOR MODEL NUMBER AGAINST THE PARTS LIST THAT CAME WITH THE UNIT AND THE PART NUMBER THAT BURKHOLDER INSTALLED

AND THEY DON'T MATCH. I DON'T THINK THE MOTOR IS COMPATIBLE WITH THE UNIT. BURKHOLDER SAID MAYBE SOMETHING ELSE IS WRONG WITH THE UNIT.

SINCE [redacted] STOPPED MANUFACTURING THIS UNIT, THEY MUST HAVE BEEN PLAGUED WITH PROBLEMS OR THEY WOULD NOT HAVE STOPPED MANUFACTURING THE UNIT. I CAN'T FIND AN

ADDRESS OR TELEPHONE NUMBER FOR [redacted].

SINCE BURKHOLDER MISDIAGNOSED THE PROBLEM THE FIRST TIME, THEY SHOULD EITHER FIX THE UNIT OR REFUND THE MONEY I PAID TO HAVE IT FIXED. THIS WAS A $3200.00 TOP OF THE LINE

ENERGY EFFICIENT UNIT. NOW I HAVE TO REPLACE BOTH THE INSIDE AND OUTSIDE UNITS FOR MY SOURCE OF HEAT AND AIR CONDITIONING IN OUR 14x14 SUNROOM.

PLEASE HELP ME IF YOU CAN.

RESPECTFULLY,

Business

Response: