Matthews Heating Solutions

Initial Business Response / [redacted] (1000, 6, 2015/10/27) */ I have never hung up on Ms ***I have never been rude to her [redacted] is aware of her furnace issue and is prepared to deal with it per the Warranty [redacted] has a Warranty for this furnace with the conditions outlined in the copy Ms [redacted] was given upon her purchaseThis unit was installed by Ms ***'s personal installerWe supplied gallon of inhibitor at sale but have no idea it was put into the furnace waterjacketWe did send a welder to her property at no expense to herI am unsure about the current condition of the furnace today but will happily return the furnace to [redacted] for Warranty coverageMs [redacted] should deliver the unit to my warehouse in Galax VA, [redacted] will pick it up, inspect, repair as described in the Warranty (costs may be incurred by Ms [redacted] in this process), prepare unit for shippingShipping costs will be the responsibility of Ms [redacted] from the factory to her homeI can receive the prepaid unit in Galax VA for her pickupI regret any and all inconvenience and expense Ms [redacted] may haveRespectfully, Glenn [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/06) */ From: [redacted] (mailto: [redacted] @yahoo.com) Sent: Thursday, November 05, XXXX X:XX PM To: Revdex.com Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX) The response is not satisfactoryWhile Glenn M [redacted] stated that [redacted] has been made aware of my issues with the woodstove I have received nothing to verify that Glenn M [redacted] has indeed notified [redacted] The gallon of inhibitor that MrM [redacted] referred to in his response has nothing to do with the issue with my [redacted] Woodstove as his salesperson Adam J [redacted] came to my property not once but twice to test my waterI have a copy of the results and the test results demonstrated that my furnance had the proper ph levels and therefore did not result in the leaking fire jacket on my furnanceFurthermore the Certified Professonial Welder that MrM [redacted] hired to come to my property to repair my woodstove clearly stated that the weld would not hold and there were other places that were begining to pit and that the damage was not caused by the wood that I was burning but that it was due to substandard metals that were used in the construction of the woodstoveThe welder went on to state that my stove needed to be replacedI have numerous copies of complaints similar to mine regarding issues with [redacted] In addition it is cited within many of the complaints that the complaintants were charged outrageous shipping cost totalling several thousand dollars to return the stoves to the manufacturer a cost I cannot afford after the huge investment of the woodstoveMrM [redacted] deliveresd the stove to my home years ago but now that the purchase is final and the stove is inoperable he expects me to move a unit that weighs several hundred poundsThis is a very larger outside wood boilerI have approximately more $12,invested in this woodstove after installation and the errection of a building around the stove to protect it from the elements at the recommendation of the sales person Adam [redacted] This was my primary source of heat and at least months out of the year it is how I also heat my waterI also had a witness present when MrJ [redacted] came to test my water on both occassions, when the welder came and when MrJ [redacted] promised to bring me another stove so that I would not go without heatThis stove has operated for approximately months total before failing and this was not the first time I had issue with the stoveDuring my second burning season the electronics failed and required services and the door gasket failed and required repalcementI was not given a copy of the warranty to sign until after the purchase was finalized and then was not given my copy until almost years later when I requested a copyI was also told by Adam J [redacted] that the model which I wanted to purchase was going to be discontinued and outlawed due to EPA regulations in order to get me to purchase a stove that was almost $moreWhen MrJ [redacted] was at my property with the welder and in front of my witness and almost years after my purchase he informed me that he had just purchased the model that he had told me was to be discontinued and outlawedI was also told that the wood stove would only need to be filled once every two to three daysI was filling my woodstove twice a day and only setting my thermostat at during the day and turning it down to in the evening to conserve woodThis was all very deceptiveI was also provided with a thermostatic valve that cautioned against high levels of lead and had to request one that was safe for consumption due to heating my tap waterIn the many complaints that I have read in relation to [redacted] and the [redacted] Dealers it is common practice to blame the customer by accusing them of burning bad wood, trash, not properly servicing, and/or not using the inhibitorI again have a group of people that I go with to get wood who will also attest that we all are burning only quality well seasoned woodI am willing to provided all documentation to verify my statements in this compalintAdditionally, this is not the first complaint against [redacted] or MrM [redacted] My next plan of action will be filing a complaint with the Attorney General and then to seek legal counsel Respectfully, [redacted] Final Business Response / [redacted] (4000, 17, 2015/12/14) */ Ms ***, Central Boiler issued a RMA for your unit which authorized return of your stove to them for evaluation and repairs Since you have mentioned several times your desire for a new unit we have been at an impasse We continue the offer of the [redacted] Warranty as previously outlined Additionally as a good faith gesture I will handle transportation of your unit to Galax VA for factory pickupYou should have it readily accessible for my delivery trailer or if you will load it onto another trailerIt must be unhooked and away from the building you have built around it for me to access it When [redacted] has evaluated and repaired the unit you will be responsible for payment of any repair charges to [redacted] of [redacted] has elected to give free shipping to the factory and back to Galax VA which is above and beyond the Warranty When it is shipped to Galax VA after repair I will return the unit to your home for installation by your people Respectfully, Glenn M [redacted] Final Consumer Response / [redacted] (4200, 24, 2016/01/19) */ From: [redacted] Sent: Tuesday, January 19, XXXX X:XX PM To: [redacted] Subject: Fwd: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX) Sent from my iPhone Begin forwarded message: From: [redacted] Date: January 18, at 10:24:AM EST To: [redacted] Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX) Reply-To: [redacted] I am in receipt, of Mr [redacted] 's response as provided by the Revdex.com in relation to the complaint that I filedMy response is as follows: I am at this point asking to Glenn [redacted] and Central Boiler to buy back my unit at a reasonable depreciated amount of $Otherwise, I plan to move forward with filing a complaint with the attorney general consumer affairs department as well as hiring an attorney at which time I will be requesting ALL expenses incurred as a resultI am basing my decision on the reviews provided by other Central Boiler customers, their experiences, and my experience thus farIf I were to ship my unit back to central boiler there is no guarantee that once they are in possession of my unit I will be at their mercyAt which point they can continue to claim that I damaged the unit despite the assessment provided by the welder which they hired to evaluate my unit and despite that, other customers have had the same experience with these unitsAgain it is critical to denote that with the multitude of complaints regarding leaking fire boxes along with other similar issues all of these customers across the US are not damaging the unit but rather they are dealing with defective unitsAdditionally, I have stated that this was my primary source of heat and Central Boiler has demonstrated no concern whatsoever that I am limping through winter with very little ability to heat my homeAs I write this response, our low temperature last night was degrees with wind chill warnings and tonight our low is predicted at degrees with wind chill warningsSince filing this complaint, I have found numerous more reviews citing the same or similar issues with the Central Boiler productIn May 2015, it was originally agreed that Mr [redacted] and Adam [redacted] at no charge to me, would transport my Central Boiler to the Galax, VA location to be shipped back to Central BoilerI was fine with this resolution with one stipulation, that they signed a statement presented by my attorney that they were in possession of my property for repairsI made this request based upon the numerous complaints I had discovered against Central Boiler refusing to return repaired units to customers unless they were in receipt of several thousand more dollarsMr [redacted] also informed me, that if my unit was not repaired by winter that he personally would deliver the model unit displayed approximately one mile from home for my use until my unit was repaired and returnedThis never happenedI no longer trust either Central Boiler or Mr [redacted] due to apparent unethical business practices of not standing behind this productHowever, Mr [redacted] then decided that in order to save himself the expense to ship back my unit he would hire a professional welderThe first welder was a "NO Show." The second welder was a professional certified welder with years of experienceThe welder inspected my woodstove at which time he stated in MrJohnson's presence, the presence of my witness and myself that the firebox was made of substandard materials for the intended purpose of the unit and that this would be an ongoing issueThe welder stated he could weld the leak, which he did but reiterated that this attempt would be futileMr [redacted] proceeded to correct the welder in stating what type materials the unit was built with and the welder again insisted was information and that the sale person, Adam [redacted] and Central Boiler was providing informationIt is important to denote that I did NOT hire the welder but that Mr [redacted] hired the welder and I am assuming he did so based on the welder's knowledge, certification, and experienceTherefore, I believed the information provided by the welderThe welder was very descriptive in his explanation of why this occurred and why it would continue to occurIt was also during this conversation that the welder remained adamant about the fact that nothing I had done caused the damaged that but reiterated that the central boiler unit was of both poor design and made with substandard materials that could not withstand the designed useIt was only at this point that I asked for a replacement unit or better yet my investment returned so that I could purchase from a more reputable company as this is my primary heat sourceIt was after the welder inspected an attempted to repair my unit assuring Mr [redacted] my witness and myself that it would continue to leak water into my fireboxIt was after this that Mr [redacted] backed out on his initial agreement to pick up my stove from my residence to transport to his sales location and to arrange the return to the factory at no expense to meRather, Mr [redacted] was then requesting that I transport this unit to his sales location and that I pay the expense to ship the unit back to the factoryAdditionally, to date Mr [redacted] has not kept his word to provide the model unit for my use while my stove was being repairedIt clearly states in one of the emails that I sent to the Revdex.com for review the aforementioned: in lieu of Mr [redacted] picking up the unit and shipping to save the expense to himself he would sent the welderThen after the welder's suggestion that I be provided either a new unit or my money returned, Mr [redacted] decided to shift the entire burden and expense of shipping on to me the customerSo please understand my apprehension to have the unit returned for repairsI have to question the integrity of Central Boiler, Mr [redacted] and Mr [redacted] based on the statements made by the professional certified welder, the multitude of complaints, the failure to stand behind the product and the empty promises thus farFurthermore, it needs to be taken into consideration, that I have had the burden to reevaluate my heating system, forego the expense and time to pull my gas logs, uncap my chimney, purchase a woodstove insert for the fireplace, have chimney inspected for safety (my home is years old therefore chimney safety is a valid concern), re-cut all my wood to now fit the much smaller woodstove and that I have had to seal off the majority of my home in an attrmpt to affordably heat a very small portion of my homeAdditionally, I now have the stress of bring the fire into my home and the potential dangers associated with that, along with the mess of inside wood burningI am also no longer able to heat my water through the wood boiler so my electric water heater is now having to be used during months that it is normally not operational causing an increase in my power bill In conclusion, this was my primary source of heat; therefore, I do not feel that I am being difficult in requesting a complete refund minus a 3-year depreciationI am very apprehensive about continuing to deal with sales people and a company that the welder cited as being deceitful regarding the quality and even type of materials used to build the unit; while falsely blaming the customer for the factory defectsBoth Mr [redacted] and Mr [redacted] unfulfilled promises to resolve this issue, the rude and professional treatment, and the lack of concern for my heating needs leaves me feeling very uncomfortable regarding any future business dealingsAdditionally, I find it appalling that a representative from Central Boiler has not once contacted meI have been in verbal contact with at least one other complainant to debunk Mr [redacted] assertion that the complaints I found online were submitted by competition however, the complainant's provide their names and locations and can be easily confirmed at as truthful and legitimate with a few phones calls by an attorney and depositions Respectfully, [redacted] ***

Initial Business Response /* (1000, 6, 2015/10/27) */
I have never hung up on Ms [redacted]. I have never been rude to her. [redacted] is aware of her furnace issue and is prepared to deal with it per the Warranty. [redacted] has a Warranty for this furnace with the conditions outlined in the...

copy Ms [redacted] was given upon her purchase. This unit was installed by Ms [redacted]'s personal installer. We supplied 1 gallon of inhibitor at sale but have no idea it was put into the furnace waterjacket. We did send a welder to her property at no expense to her. I am unsure about the current condition of the furnace today but will happily return the furnace to [redacted] for Warranty coverage. Ms [redacted] should deliver the unit to my warehouse in Galax VA, [redacted] will pick it up, inspect, repair as described in the Warranty (costs may be incurred by Ms [redacted] in this process), prepare unit for shipping. Shipping costs will be the responsibility of Ms [redacted] from the factory to her home. I can receive the prepaid unit in Galax VA for her pickup. I regret any and all inconvenience and expense Ms [redacted] may have. Respectfully, Glenn [redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/11/06) */
From: [redacted] (mailto:[redacted]@yahoo.com)
Sent: Thursday, November 05, XXXX X:XX PM
To: Revdex.com
Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
The response is not satisfactory. While Glenn M[redacted] stated that [redacted] has been made aware of my issues with the woodstove I have received nothing to verify that Glenn M[redacted] has indeed notified [redacted] The gallon of inhibitor that Mr. M[redacted] referred to in his response has nothing to do with the issue with my [redacted] Woodstove as his salesperson Adam J[redacted] came to my property not once but twice to test my water. I have a copy of the results and the test results demonstrated that my furnance had the proper ph levels and therefore did not result in the leaking fire jacket on my furnance. Furthermore the Certified Professonial Welder that Mr. M[redacted] hired to come to my property to repair my woodstove clearly stated that the weld would not hold and there were other places that were begining to pit and that the damage was not caused by the wood that I was burning but that it was due to substandard metals that were used in the construction of the woodstove. The welder went on to state that my stove needed to be replaced. I have numerous copies of complaints similar to mine regarding issues with [redacted] In addition it is cited within many of the complaints that the complaintants were charged outrageous shipping cost totalling several thousand dollars to return the stoves to the manufacturer a cost I cannot afford after the huge investment of the woodstove. Mr. M[redacted] deliveresd the stove to my home 3 years ago but now that the purchase is final and the stove is inoperable he expects me to move a unit that weighs several hundred pounds. This is a very larger outside wood boiler. I have approximately more $12,000 invested in this woodstove after installation and the errection of a building around the stove to protect it from the elements at the recommendation of the sales person Adam [redacted] This was my primary source of heat and at least 6 months out of the year it is how I also heat my water. I also had a witness present when Mr. J[redacted] came to test my water on both occassions, when the welder came and when Mr. J[redacted] promised to bring me another stove so that I would not go without heat. This stove has operated for approximately 18 months total before failing and this was not the first time I had issue with the stove. During my second burning season the electronics failed and required services and the door gasket failed and required repalcement. I was not given a copy of the warranty to sign until after the purchase was finalized and then was not given my copy until almost 3 years later when I requested a copy. I was also told by Adam J[redacted] that the model which I wanted to purchase was going to be discontinued and outlawed due to EPA regulations in order to get me to purchase a stove that was almost $3000 more. When Mr. J[redacted] was at my property with the welder and in front of my witness and almost 3 years after my purchase he informed me that he had just purchased the model that he had told me was to be discontinued and outlawed. I was also told that the wood stove would only need to be filled once every two to three days. I was filling my woodstove twice a day and only setting my thermostat at 66 during the day and turning it down to 60 in the evening to conserve wood. This was all very deceptive. I was also provided with a thermostatic valve that cautioned against high levels of lead and had to request one that was safe for consumption due to heating my tap water. In the many complaints that I have read in relation to [redacted] and the [redacted] Dealers it is common practice to blame the customer by accusing them of burning bad wood, trash, not properly servicing, and/or not using the inhibitor. I again have a group of people that I go with to get wood who will also attest that we all are burning only quality well seasoned wood. I am willing to provided all documentation to verify my statements in this compalint. Additionally, this is not the first complaint against [redacted] or Mr. M[redacted]. My next plan of action will be filing a complaint with the Attorney General and then to seek legal counsel.
Respectfully,
[redacted]
Final Business Response /* (4000, 17, 2015/12/14) */
Ms [redacted],
Central Boiler issued a RMA for your unit which authorized return of your stove to them for evaluation and repairs.
Since you have mentioned several times your desire for a new unit we have been at an impasse.
We continue the offer of the [redacted] Warranty as previously outlined.
Additionally as a good faith gesture I will handle transportation of your unit to Galax VA for factory pickup. You should have it readily accessible for my delivery trailer or if you will load it onto another trailer. It must be unhooked and away from the building you have built around it for me to access it.
When [redacted] has evaluated and repaired the unit you will be responsible for payment of any repair charges to [redacted]
[redacted] of [redacted] has elected to give free shipping to the factory and back to Galax VA which is above and beyond the Warranty.
When it is shipped to Galax VA after repair I will return the unit to your home for installation by your people.
Respectfully,
Glenn M[redacted]
Final Consumer Response /* (4200, 24, 2016/01/19) */
From: [redacted]
Sent: Tuesday, January 19, XXXX X:XX PM
To: [redacted]
Subject: Fwd: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
Sent from my iPhone
Begin forwarded message:
From: [redacted]
Date: January 18, 2016 at 10:24:10 AM EST
To: [redacted]
Subject: Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
Reply-To: [redacted]
I am in receipt, of Mr. [redacted]'s response as provided by the Revdex.com in relation to the complaint that I filed. My response is as follows: I am at this point asking to Glenn [redacted] and Central Boiler to buy back my unit at a reasonable depreciated amount of $7900. Otherwise, I plan to move forward with filing a complaint with the attorney general consumer affairs department as well as hiring an attorney at which time I will be requesting ALL expenses incurred as a result. I am basing my decision on the reviews provided by other Central Boiler customers, their experiences, and my experience thus far. If I were to ship my unit back to central boiler there is no guarantee that once they are in possession of my unit I will be at their mercy. At which point they can continue to claim that I damaged the unit despite the assessment provided by the welder which they hired to evaluate my unit and despite that, other customers have had the same experience with these units. Again it is critical to denote that with the multitude of complaints regarding leaking fire boxes along with other similar issues all of these customers across the US are not damaging the unit but rather they are dealing with defective units. Additionally, I have stated that this was my primary source of heat and Central Boiler has demonstrated no concern whatsoever that I am limping through winter with very little ability to heat my home. As I write this response, our low temperature last night was 12 degrees with wind chill warnings and tonight our low is predicted at 5 degrees with wind chill warnings. Since filing this complaint, I have found numerous more reviews citing the same or similar issues with the Central Boiler product. In May 2015, it was originally agreed that Mr. [redacted] and Adam [redacted] at no charge to me, would transport my Central Boiler to the Galax, VA location to be shipped back to Central Boiler. I was fine with this resolution with one stipulation, that they signed a statement presented by my attorney that they were in possession of my property for repairs. I made this request based upon the numerous complaints I had discovered against Central Boiler refusing to return repaired units to customers unless they were in receipt of several thousand more dollars. Mr. [redacted] also informed me, that if my unit was not repaired by winter that he personally would deliver the model unit displayed approximately one mile from home for my use until my unit was repaired and returned. This never happened. I no longer trust either Central Boiler or Mr. [redacted] due to apparent unethical business practices of not standing behind this product. However, Mr. [redacted] then decided that in order to save himself the expense to ship back my unit he would hire a professional welder. The first welder was a "NO Show." The second welder was a professional certified welder with years of experience. The welder inspected my woodstove at which time he stated in Mr. Johnson's presence, the presence of my witness and myself that the firebox was made of substandard materials for the intended purpose of the unit and that this would be an ongoing issue. The welder stated he could weld the leak, which he did but reiterated that this attempt would be futile. Mr. [redacted] proceeded to correct the welder in stating what type materials the unit was built with and the welder again insisted was false information and that the sale person, Adam [redacted] and Central Boiler was providing false information. It is important to denote that I did NOT hire the welder but that Mr. [redacted] hired the welder and I am assuming he did so based on the welder's knowledge, certification, and experience. Therefore, I believed the information provided by the welder. The welder was very descriptive in his explanation of why this occurred and why it would continue to occur. It was also during this conversation that the welder remained adamant about the fact that nothing I had done caused the damaged that but reiterated that the central boiler unit was of both poor design and made with substandard materials that could not withstand the designed use. It was only at this point that I asked for a replacement unit or better yet my investment returned so that I could purchase from a more reputable company as this is my primary heat source. It was after the welder inspected an attempted to repair my unit assuring Mr. [redacted] my witness and myself that it would continue to leak water into my firebox. It was after this that Mr. [redacted] backed out on his initial agreement to pick up my stove from my residence to transport to his sales location and to arrange the return to the factory at no expense to me. Rather, Mr. [redacted] was then requesting that I transport this unit to his sales location and that I pay the expense to ship the unit back to the factory. Additionally, to date Mr. [redacted] has not kept his word to provide the model unit for my use while my stove was being repaired. It clearly states in one of the emails that I sent to the Revdex.com for review the aforementioned: in lieu of Mr. [redacted] picking up the unit and shipping to save the expense to himself he would sent the welder. Then after the welder's suggestion that I be provided either a new unit or my money returned, Mr. [redacted] decided to shift the entire burden and expense of shipping on to me the customer. So please understand my apprehension to have the unit returned for repairs. I have to question the integrity of Central Boiler, Mr. [redacted] and Mr. [redacted] based on the statements made by the professional certified welder, the multitude of complaints, the failure to stand behind the product and the empty promises thus far. Furthermore, it needs to be taken into consideration, that I have had the burden to reevaluate my heating system, forego the expense and time to pull my gas logs, uncap my chimney, purchase a woodstove insert for the fireplace, have chimney inspected for safety (my home is 75 years old therefore chimney safety is a valid concern), re-cut all my wood to now fit the much smaller woodstove and that I have had to seal off the majority of my home in an attrmpt to affordably heat a very small portion of my home. Additionally, I now have the stress of bring the fire into my home and the potential dangers associated with that, along with the mess of inside wood burning. I am also no longer able to heat my water through the wood boiler so my electric water heater is now having to be used during months that it is normally not operational causing an increase in my power bill.
In conclusion, this was my primary source of heat; therefore, I do not feel that I am being difficult in requesting a complete refund minus a 3-year depreciation. I am very apprehensive about continuing to deal with sales people and a company that the welder cited as being deceitful regarding the quality and even type of materials used to build the unit; while falsely blaming the customer for the factory defects. Both Mr. [redacted] and Mr. [redacted] unfulfilled promises to resolve this issue, the rude and professional treatment, and the lack of concern for my heating needs leaves me feeling very uncomfortable regarding any future business dealings. Additionally, I find it appalling that a representative from Central Boiler has not once contacted me. I have been in verbal contact with at least one other complainant to debunk Mr. [redacted] assertion that the complaints I found online were submitted by competition however, the complainant's provide their names and locations and can be easily confirmed at as truthful and legitimate with a few phones calls by an attorney and depositions.
Respectfully,
[redacted]