Peirce Phelps, Inc.

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Complaint: ***
I am rejecting this response because:
Regards,
*** ***
the tek sent out to check my *** boiler made many mistakes and wasted allot of time , the system has been maintained with PM done every fall , most boilers are not used many months of the year and are turned off for many months , this boiler should work better turned on all year today is 6/29/and I still have a boiler that fills the vacuum lines with water and does not allow boiler to ignite till tube is cleared if boiler is turned off for a few days it fills up internal all the way to the intake and starts to leak out of intake and exhaust , with pierce -phelps paying a tek to blame external problems it would be better if he did a good job and helped me have a system I can depend on this fall ,, no hot water n heat this winter has been a major inconvenience for many of the years I have had this ***i am still a very unhappy *** customer and would like to get some good help with this problem

June 17, 2015Dear *** ***:Peirce-Phelps, Incis a distributor of the subject boilerThe manufacturer, ***, is responsible for all warranty claimsThis boiler was originally installed in This product has a year parts and year heat exchanger warrantyThere is no labor warranty
That being said, Peirce-Phelps advocated for *** *** and on February 23, supplied a new boiler free of material costThe installation cost is determined by the contractor hired by *** ***Peirce-Phelps does not do installations.On June 9, Peirce-Phelps’ technical advisor visited the installation and issued the Site Visit Report attachedPlease reference the Conclusion on Page Our findings concluded that this is an installation/maintenance issueSince *** *** hired the installation and servicing mechanics, he needs to seek assistance from those mechanics.Sincerely,PEIRCE-PHELPS, INC.Robert S.Vice President & CFO

[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:
Regards,
*** ***
the inch exhaust from boiler was shipped to my home with new boiler shipped in year , from stack supplied just above boiler it expands to inch and then inch to the exit of my home ,, water is leaking from under boiler at exhaust exit , water marks show area ,, in days tubing was clogged again and boiler did not ignite ,,allot of money has been spent , with pierce blaming the teck and teck blaming the boiler and the customer being very inconvenienced the circle is very frustrating with no confidence of heat or hot water , The *** boiler has a history of problems and *** and pierce-phelps should work to correct problems

June 17, 2015Dear *** ***:
Peirce-Phelps, Incis a distributor of the subject boilerThe manufacturer, ***, is responsible for all warranty claimsThis boiler was originally installed in This product has a year parts and year heat exchanger warrantyThere is
no labor warrantyThat being said, Peirce-Phelps advocated for *** *** and on February 23, supplied a new boiler free of material costThe installation cost is determined by the contractor hired by *** ***Peirce-Phelps does not do installations.On June 9, Peirce-Phelps’ technical advisor visited the installation and issued the Site Visit Report attachedPlease reference the Conclusion on Page Our findings concluded that this is an installation/maintenance issueSince *** *** hired the installation and servicing mechanics, he needs to seek assistance from those mechanicsSincerely,
PEIRCE-PHELPS, INCRobert SVice President & CFO

June 23, 2015Dear [redacted],Peirce-Phelps, Inc is the distributor of the subject boiler. The manufacturer, [redacted], is responsible for all warranty claims. We sent a technician to visit [redacted]'s home on June 9, 2015.[redacted] expressed additional concerns based on the June 22 report. Clarification as follows:1) Went pipe – [redacted] is correct. The first 5 feet should be 2" cpvc as supplied by [redacted] with theboiler, however when we reviewed further it was discovered that the drain connection at the bottom is not correct. This part of the assembly was updated in 2006. The new configuration is shown in the attached Installation Instructions Fig 7 on page 8. Dimensionally it is very prescriptive and MUST be followed.2) Water leak under the boiler at exhaust outlet – when our technician visited the Site there was no standing water in this location, or evidence of new water staining. The source of the leak must be definitively identified. If the boiler heat exchanger is leaking, it will be replaced by [redacted] as provided in the attached warranty document. Referencing the User's Information Manual that is supplied with the boiler, page 4: IMPORTANT FACTS ABOUT YOUR BOILER (DO'S AND DON'TS) – "D0: Inspect your boiler monthly for water leaks or other obvious signs service may be required".3) Tubing clogged again – AS Stated in our technician's report this is a maintenance issue. The clog is caused by lack of maintenance. Page 20 of Installation Instructions in the right column explains the reason and consequences of ignoring the maintenance instructions under: CARE and MAINTENANCE. As shown in the attached User's Information Manual on page 8: A CHECKUP LIST – “To keep it in tiptop shape and prevent future problems, have a trained service specialist give your boiler a professional checkup at least once each year. The detailed maintenance procedure is listed on Page 20 of the attached Installation Instructions that were shipped with the equipment.All of the above assumes the boiler is applied in a typical manner. [redacted]'s application is not typical. Since he is using the Solar panels as a pre-heater for his domestic water heating, this boiler, at times, will experience short runtimes. Short runtimes will increase the scaling that accumulates. Procedure 6 on page 21 of the Installation Instructions explains the process to effectively clean the heat exchanger. Also of note is the Check Out Procedure and Adjustments section beginning on page 18 of the Installation Instructions. Not following this procedure will also contribute to excessive scaling observed in the heat exchanger.We will honor the limited warranty, as outlined in the attached Limited Warranty for Boilers, which was shipped with the equipment.

Review: in 2006 I had a new [redacted] boiler installed , new they had problems with the burner fan hitting housing noisy, repaired . Nov 2007 thanksgiving eve block/heat exchanger leaking from cast , 12/2007 [redacted] contractor took apart entire heater and replaced block/heat exchanger , was told [redacted] changed suppliers ,2 men and most of a day contractor was not paid . 1/13/2009 Heater shut down burner came apart $185.00 was told [redacted] changed suppliers the original burner was crimped , new burner welded 1/24/2009 heater shut down contractor came out 10pm ignite r failed , 1/3/2010 heater shut down , bottom of exhaust pipe clogged , new boiler exhaust condensate pipe installed $505.00 was told [redacted] had a redesigned for drain pipe from exhaust 2/1/2013 Heater shut down leaking from Block/heat exchanger feb 8 Peirce-Phelps agreed that instead of a total disassemble of heater again that they would (Quote EAT-IT ) and replace the heater , I had to wait till feb 22nd in 20 temp with no heat for [redacted] to build and ship a new boiler and I will have to pay labor for contractor 2 men and most of the day $1,500. [redacted] HVAC contractor said EVERY 1 of these boilers he has installed has FAILEDDesired Settlement: I would like new boiler replaced with NO bill and [redacted] HVAC [redacted] , phone , contractor paid by Peirce_Phelps inc 2[redacted]

Thank you [redacted]

Business

Response:

Peirce - Phelps is a wholesale distributor of [redacted] manufactured products.The manufacturer, ( [redacted] ) isuues product warranty policy. Peirce - Phelps administers this policy. There is no warranty coverage for labor on this product without purchasing the extended warranty from the manufacturer. However, inlight of the difficulties experienced Peirce - Phelps and [redacted] will partner with the installing contractor to provide a new replacement boiler without labor cost to the consumer. [redacted] manufactures high quality products and stands behind their products with an industry competitive warranty.

Consumer

Response:

[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.]

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

Regards,