Burner King, Inc.

Thery charged me $970 for parts that cost about $150, They took advantage of me and tried to tell me I need a new $11K unit. They waited until I paid in full and they completed the parts replacement before telling me that "it should last a few days", and them proceeded to try and sell me a new unit. They are FRAUDS...SCAMMERS. DO NOT CALL THEM

I called Burner King because my oil burner was leaking water. They came within hours which was great. The repairman came in looked at it for literally 2 minutes before he was telling me I needed a brand new boiler. He said the replacement burner with all new pipes would be about $ 13,000.00 dollars. I told him that I would need to get a second opinion on that. He said you can but I know you will be calling us back because we have the best prices around. I said well you have to understand that you are the first people I am calling and I need to get a couple of opinions because that is a lot of money. I called three other companies. Each and everyone of them said that I did NOT need a new boiler. The three companies explained that the boiler just need new coils which would cost me $ 2,000.00. The boiler is working perfectly with no issues. It also fixed the hot water issue I was having with the house. GET A SECOND OPINION! IT WILL SAVE YOU THOUSANDS OF DOLLARS!

Review: Called Burner King on 10/1* in regard to a leaking Peerless Oil Burner installed by Burner King in 2009, was told there was a hole in the firebox and burner would need to be replaced. As the burner was only installed a few years ago it was most likely under warranty with the manufacturer, the tech wrote down the serial number and said they would be in contact the following Monday. After repeated phone calls and messages I can't get an answer to the simple question is it covered by the warranty, I've also been without heat and hot water for the same period of time.Desired Settlement: We want to know if the replacement is covered and if so we want it replaced in a timely manner, as we are swiftly approaching cold weather!

Business

Response:

This letter is in response to the complaint filed by [redacted].

Burner King Inc. installed a new boiler for [redacted] on March [redacted], 2009. [redacted] did not opt to purchase a service contract for yearly maintenance on his boiler, nor has he called Burner King, Inc. to perform services since the installation. [redacted] called our office on October [redacted], 2013 for a water leak (see attached). The service technician established that the boiler had an internal water leak resulting in the recommendation of a new replacement boiler. The service technician did write down the serial number to inquire if the manufacturer still has a warranty on the boiler. My office called the manufacturer to inquire about warranty details only to find that the manufacturer required all the service history and maintenance reports sent to them. We advised [redacted] to contact the manufacturer himself to provide this information. Burner King, Inc. has no records of any service history and/or maintenance records, only the installation invoice on March [redacted], 2009, wh ich we can provide to [redacted] or the manufacturer if needed. Burner King, Inc. cannot produce any records of maintenance to the manufacturer. [redacted] will have to provide his own service records and call the manufacturer on his own. We sympathize with [redacted]’s situation however Burner King cannot be held responsible for the issue at hand.

Sincerely,

[redacted]

Burner King, Inc.

After three prior estimates from other companies. I decided to use burner king from the time [redacted] rang my door bell he was completely professional he was honest and up front with everything and very knowable on every aspect of the job he went over all my options and explained them and went in to detail on what work was going to be done . I told him I was very meticulous about my home and work being done in my home he assured me I would be 100% satisfied from the first phone call to burner kings office the staff there was very nice and made getting this project started very easy the day of install burner king was on time and respectful to my home while performing the work. They finished promptly just as they said I revived a phone call the next day to see if I was satisfied with everything and they arranged the final inspection for me the girls in the office were great they made switching to gas headache free. thank you burner king and staff. Yours truly carmine

Burner King is a great company that helped me feel better about buying my home. The tech who came to my house ([redacted]) was fantastic, he even did some extra work for me to make sure everything was perfect. I now have a service contract with them and couldnt be happier.

Review: On March ** I signed a contract with for conversion from oil to gas heat. I understood that because of the volume of homes doing the same conversion that there would be a 4 to 6 week wait for National Grid to install the pipes from the street to my home. The pipe work was completed by them on April **. Due to a lack of communication at the business, scheduling of a conversion/installation of a new burner was further delayed. I called two days after the pipes were in place to inform the business that the pipes were ready and I left a message with the customer service agent. A week to the day later, I was left a message at my home wanting to know what was going on with National Grid. I immediately called the office and asked why my message original message was not forwarded to the proper person. I was told that someone else would probably call the next day with a schedule. The original date given to me was Monday, May **. I spoke to scheduling person soon after and was told there was a problem scheduling the town inspector to sign off on the work, but she would let me know if a revised installation date was needed.

On Tuesday evening, May **, I was called by someone who said they were representing the burner company rescheduling the appointment to occur 3 days earlier (May **) because of scheduling the inspector, necessitating my having to take additional work time off to be home and looking at the weekend without heat and hot water. On the rescheduled day, I waited but no one came. I called the business and was told that I hadn't been rescheduled, the phone call was made in error (the caller now denying having made the call), my installation was still scheduled for the original date but the required inspection was now scheduled for the following day (May **). I was not informed of this new date necessitating a third day was needed for me to stay at home and leaving me with no heat/hot water overnight.

After voicing my complaints/frustrations regarding the schedule change/not change and having to add additional lost work time, as "compensation" I was told that the owner agreed to do all the work in one day, Tuesday May **. The work was completed on that date.

On May **, less than 24 hours after installation, the new water heater began leaking; I had to leave work (another day lost) and come home to attend to it. I made an initial service call to the company at 10:10 am requesting a technician. At 1:30 pm I again called to see when I could expect service and was told that I was next on the list and someone would be there shortly. At 3:20 pm I called again, was told that someone was on the way. The original sales person, also the repair technician, was in my home less than 5 minutes, put a tar-like substance on the leaky pipe and said the job was completed.Desired Settlement: I do not think that a brand new device costing thousands of dollars should have been fixed with goo, but rather the pipe should have been replaced/resoldered and done properly.

I require a personal visit from the owner of the business to apologize for my inconvenience and to inspect the work done.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,