Perry Plumbing, Heating & Cooling

Review: I hired Perry to install a whole house hot water [redacted] boiler for heat and domestic hot water. Perry had difficulty with the install and had to come back several times to make repairs and corrections to the install. It is clear the contractor was not experienced with this type of install or the product. The Vent exhaust is not installed to manufactures recommendations. two of the zones are missing check valves causing the system to not function as intended. the pressure relief valve and low water cut off switch for boiler are not installed correctly. This is troubling because they are both safety devices. The wrong circulator pump was used on a radiant zone causing it to not function correctly. The work permit was not filed before work started and I was told it was not needed. this was not true and building department made contractor file permit. Again this shows a lack of professionalism. I had [redacted] representative come in a look at system and all of these problems were confirmed by [redacted]. I received a high end boiler with a low end install. And the boiler is only as good as the install that was done. In this case I can't take advantage of the product I have purchased due to a poor install that I paid a premium price for.Desired Settlement: I am requesting a $4000 refund so that I can pay a [redacted] professional contractor with correct training and experience to repair install so that the boiler can function as intended by the manufacture.

Business

Response:

The business has responded. Please see below in addition to the the attached document.I am forwarding to you my response that I sent to the Putnam County Consumer affairs, as he complained to them as well and they asked for the same information that you need. They received the same letter you did from him. If you need anything else, please don't hesitate to call or email. This whole thing has been absurd, and there is still a balance of $800.00 that [redacted] fails to mention.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

What is absurd, is the FACT that I hired Perry to install a boiler in my home and it failed to meet New York State code and had multiple safety violations that placed my family in direct danger. I will go into more detail on the defects that were found by [redacted] and their professional contractor. Keep in mind the original install took 3 full days, and Perry was back 4 additional days to correct a multitude of problems that I found. On the [redacted] day, I was not satisfied. I asked for a check valve in my radiant return. They installed a 90 degree ball valve and closed flow to the zone, causing it to not function at all. I had had enough incompetence. When I contacted [redacted] (the boiler manufacture) they sent a rep with a qualified contractor who pointed out the following violations and deficiencies. 1. The exhaust venting pipe that carries by-products of combustion form the boiler to the outside atmosphere was not installed according to manufacturers specification. It failed to meet the required pitch which causes condensation water to build up in the pipe and further caused restriction to the exhaust flow. It also did not have the required locking clamps at every connection which could have also caused a leak of carbon monoxide into the home. certain sections of pipe that were cut require a special clamp that was not used at these connections were left loose fitting. The exhaust venting that was used on the exterior of the structure was not uv rated. The correct pipe is black in color, and designated it is rated for outdoor use. Perry used the grey piping outside which is the interior not uv rated pipe, these conditions could have cause a life threatening condition of carbon monoxide in my home if they were left the way Perry had installed them. This is un- acceptable and dangerous. I made complaints to Perry about the venting and they added a few hangers and extra length to the outside termination without correcting the problem. When I had the exhaust venting completely re-installed, gallons of condensation water came out of this pipe which proved the problem.2. All gas fired boilers are required to have a central shutoff switch at the top of the stairs to the basement to allow an emergency shut down of the system in the event of an emergency. This was not ever done by Perry heating. The one shutoff switch that was behind the boiler did not even shut down the entire system. It only shut power to the boiler and not circulator pumps, thus causing components of heating system to run with boiler shut off. These items would not allow the install to pass New York State building code and also put my family in danger. 3. The main boiler pressure relief valve was installed in the wrong orientation against manufacture recommendation. This wrong install would cause a required safety device not to operate correctly in the event of and overpressure condition. Again putting my family in danger.4. Another required saftey device in the low water cut off, this device will shut power to boiler in event it should run out of water and prevent a fire. This device was also installed incorrectly in a dead end pipe and lower than the top of the boiler. The location did not meet manufacture recommendations and could have potentially caused yet another safety concern and placed my family in danger yet again. 5. The electrical wiring to the boiler and circulator pump did not meet New York State building code. It was missing important safety devices and was not installed by a licensed electrician. Again placing my family in danger of a fire. 6. The programing of the boiler was not set up correctly or efficiently for the design of my heating system. The coding and parameters were not set up right and the boiler was not working the way it was intended, causing me to waste fuel and money.7. Two of the four circulator pumps installed were oversized for the heating emitters that were being served by the new boiler. This caused a poor overall performance of the boiler and a waste of energy and money. Perry claimed he didn't know the size of the radiant system. The correct way to size the circulator pump would have been to use a "Delta T" variable speed pump that adjusts its course to meet the demand of the zone. He used a pump that was a manual adjustable three speed that even on it's lowest setting was more pump than was required. Again causing the system to not perform as intended. 8. The Domestic hot water indirect storage tank manufacture calls for a 12 Gallon per minute pump input. Perry installed a pump that supplies 28 gallons per minute on lowest setting, over twice what is required. More lack of performance. I paid over $15,000 for a premium boiler and expected a premium installation. I received an installation that was unsafe, unprofessional, and incorrect. I gave Perry plenty of opportunity to make the system right. They told me it was a three day install, and they spent an additional 4 days addressing problems they didn't know how to fix. I lost 7 days of work babysitting a contractor who wasn't capable of doing it right. The owner Bruce did not show up to my house until the 5th day when I asked him to correct the problems. He did not make sure things were done right, he left it to an incapable crew. When I emailed and called him, my concerns were not answered. I received the answer of " we are looking into it with Viessmann" and never got a timely response. I became clear they didn't know what was going on. I called Viesssmann myself and got the correct answers. I had to hire a qualified contractor to make the required corrections to the system at no small expense. I will soon have a letter from the [redacted] contractor with the proof of what I have described in this response. I now know why Perry tried to complete the job with our filing a building permit, because the install did not meet New York State building code. The building permit was not filed until after the boiler was installed, and no final inspection was ever completed. This is the responsibility of the contractor, and it was never done. The whole process is completey unproffessional and Perry should not be installing boilers because if they look like mine did people are going get killed with the amount of saftey violations that were present at my house when he was done. I asked for a $4000 refund which is a fraction of what is cost me to correct the mess that Perry gave me. The $800 bill he tried to hand me was for items that they knew about and forgot about and for components that should have been installed in the original install. I trusted Perry to give my a high quality install and I did not get that, they took my money and did not care about giving me the right install, and they put me and my family in harms way. After 7 days at my house to walk away from a job and leave it as unsafe as they did, you don't get a second chance to hurt my family. Sincerely,