Pointe South Apartments

Central Boiler has reviewed its business records and service notes regarding this consumer Central Boiler was contacted in March of this year and June of last year regarding this consumer experiencing blowing of electrical fuses used on this furnace We understood that the amp replacement fuses purchased by this consumer were not “slow blow” fuses Understand the consumer’s furnace is manufactured with a amp slow blow fuse near the solenoid and we recommended using amp slow blow as a replacement Central Boiler customer service will be following up with both the local selling dealer and the consumer in regards to the services provided by the local selling dealer Following these contacts and establishing a determination of the cause of the failures, Central Boiler will provide warranty coverage per the terms of the consumer’s written warranty

Central Boiler's Director of Service and Support contacted this consumer directly to discuss warranty terms and potential causes of the door issue Despite the door issue being caused by the consumer's improper operation and maintenance, as a one time courtesy, Central Boiler will cover the cost of the door partThe customer will need to bring the old door to his local dealer

Initial Business Response / [redacted] (1000, 5, 2016/02/24) */ Central Boiler has contacted this consumer and the local Central Boiler dealer in regards to their furnaceTheir local dealer has been in contact with them to set up a service visit for this consumer's furnaceCentral Boiler will provide this consumer any benefits under the terms of the written Central Boiler warranty regarding any potential repairs Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The customer services director was not helpful in resolving the issueHe indicated that the central boiler is not to be used as the primary heat sourceIf I spend $11,on a boiler I would expect it to be able to be the primary heat sourceIn order for the boiler to be fixed mean that my family and I be without heat and hot water for days, weeks or monthsThe warranty indicates that central boiler reserves the right to repair, replace or refund the customer for the purchase price of the stoveI am requesting that central boiler either provide me with a replacement or refundThis is the second time within less than years that the stove has leaked so it appears to be a faulty stoveI have provided all of the recommended service to the stove including corrosion inhibitor Final Business Response / [redacted] (4000, 11, 2016/03/07) */ Central Boiler will be following up with the local dealer regarding the visit and service call regarding this customer's furnaceUnderstand that Central Boiler will provide any warranty benefits to this customer according to the terms of the written warranty and will exercise its reserved rights accordingly to each individual customer and situationIn regards to the "sole source" of heat issue, Central Boiler's owner manual advises customers that the furnace should never be the sole source of heat for a homeownerIt states, "CAUTION: This outdoor furnace is not intended to be the only source of heatIn the event of a prolonged power failure, a generator may be used to prevent lines from freezingShould the outdoor furnace be left unattended, run out of fuel or require service, an alternate heating source in the building being heated should be in place to prevent damage caused by freezing." Final Consumer Response / [redacted] (2000, 13, 2016/03/17) */

I am rejecting this response because: I talked to Rodney at Central Boiler a note was put in a file for my stove if there is anything ever wrong with the stove because of the bow in the back Central Boiler will stand behind the stove with %percent and not pro rated If I were to rate to conversation with Rodney on a scale of 0-10, I would simply give the company/Rodney a just because he answered the call I could tell he was very defensive the entire time, Central Boiler does no wrong and no way the product would have left there facility like it is I would like a dealer to come out and see what I see I did stop by my installing dealer this week and looked at his Edge models he had on site, none if them had a bow in the back If these stoves being bowed out in the back was common I would think after visiting dealers now I would have seen something similar to mine and I haven't.I also talked to my installing dealer this past week, he informed me of a few more areas to take apart and clean on my stove While taking apart the inside side channel panels they are paper thin, I only had this boiler in service for a few months last winter It will be interesting to see what everything looks like next spring when I clean it all out

Mr [redacted] has suggest that his outdoor furnace has a manufacturer defect on it The furnace works just as it was intended to but he feels that it had "excessive foam" sprayed on the back of the unit This area on the back of the furnace is completely covered by the siding that is on the fiurnace right from the factory Had there been excessive foam in this area, the siding on the furnace would not have fit correctly because the siding is cut to fit in a jig(same size for each of that model) The furnace would not have passed Quality Control and it would have been sent back to the foaming room and trimmed before being sent to the dealer The selling dealer didn't see anything wrong with the furnace when sold The foam does not expand after only a couple minutes from being put on so it didn't happen at a later time, at least from the factoryMr [redacted] was instructed to send photos of this to a dealer for review The photos were also forwarded to the factory and the dealer nor the factory Service Department could see any issues with the furnaceThere is nothing wrong with this unit as it works as intended and there is no evidence of any issue with excessive foam on the unit under the siding of the appliance

Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ A Central Boiler representative contacted this consumer directly and indicated we would be providing a replacement door for this consumer in this matterThe consumer indicated that they were satisfied and would accept this resolution Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a call from Wayne at Central Boiler a few days ago saying the company wants to keep their customers satisfied with the company's product and they are willing to send me a new door for my outdoor boilerI appreciate the quick response from both you and the company trying to make things properWe are in for some wintery weather and in need of a well functioning heating system, which for the most part my outdoor boiler has been for the past ten yearsThanks for all help in resolving this issueCentral boiler will be sending a new door within a few weeks[redacted]

Central Boiler's Director of Service and Support contacted this consumer directly to discuss warranty terms and potential causes of the door issue Despite the door issue being caused by the consumer's improper operation and maintenance, as a one time courtesy, Central Boiler will cover the
cost of the door partThe customer will need to bring the old door to his local dealer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Initial Business Response /* (1000, 5, 2016/01/22) */
Central Boiler has reviewed its business records and service notes regarding this consumerThis consumer has suffered a corrosion failure on his furnace and under the terms of this consumer's written warranty, Central Boiler would cover 50%
of the cost of parts only for this repairUnderstand that labor is not covered under the warrantyCentral Boiler has talked with this consumer and his local dealer to explain the warranty coverageHowever, it appears that this consumer, when speaking to his local dealer, is misunderstanding the total costs of the repairs in relation to the costs of a new furnaceCentral Boiler is not changing the terms of the warrantyCentral Boiler will offer to pay 50% of the cost of parts only for the repair per the written terms of the warranty
Initial Consumer Rebuttal /* (3000, 7, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were originally told that the cost to replace the firebox/water jacket assembly was $If that is the total cost to have it replaced, Central Boiler is asking us to cover the total costIf they are now saying that is not the case, they should have stated that to our dealer and given cost for the part and cost for labor seperately, which they did not doWe are not confusing this with the cost of a new furnace
However, when they say our cost is now $with 50% applied, that infers the total cost of the part is $10,There was no price breakdown given for labor and partsWhat are they claiming the cost is now in a breakdown of part, labor, freight cost? Expecting us to pay more for a part than the total cost of the original furnace is ridiculousWe still believe they are expecting us to pay the total cost instead of warranting the part
Final Business Response /* (4000, 13, 2016/02/18) */
Central Boiler has offered this consumer his warranty benefits and the consumer indicated in a recent email he would accept the offer of benefits under the warranty
Final Consumer Response /* (3000, 15, 2016/02/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are still awaiting a response to our email as to the terms of the agreementAs of yet we have not heard from them

Central Boiler reached out to this consumer the end of of May in regards to his furnace Central Boiler made an offer to resolve this matter regarding this particular furnace This consumer has accepted the offer of Central Boiler

Central Boiler has reviewed its business records and service notes regarding this consumer.  Central Boiler was contacted in March of this year and June of last year regarding this consumer experiencing blowing of electrical fuses used on this furnace.  We understood that the 1 amp...

replacement fuses purchased by this consumer were not “slow blow” fuses.  Understand the consumer’s furnace is manufactured with a 1 amp slow blow fuse near the solenoid and we recommended using 1 amp slow blow as a replacement.  Central Boiler customer service will be following up with both the local selling dealer and the consumer in regards to the services provided by the local selling dealer.  Following these contacts and establishing a determination of the cause of the failures, Central Boiler will provide warranty coverage per the terms of the consumer’s written warranty.

Initial Business Response /* (1000, 5, 2015/12/23) */
A Central Boiler representative contacted this consumer directly and indicated we would be providing a replacement door for this consumer in this matter. The consumer indicated that they were satisfied and would accept this...

resolution.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a call from Wayne at Central Boiler a few days ago saying the company wants to keep their customers satisfied with the company's product and they are willing to send me a new door for my outdoor boiler. I appreciate the quick response from both you and the company trying to make things proper. We are in for some wintery weather and in need of a well functioning heating system, which for the most part my outdoor boiler has been for the past ten years. Thanks for all help in resolving this issue. Central boiler will be sending a new door within a few weeks.[redacted]

I am rejecting this response because: I talked to Rodney at Central Boiler a note was put in a file for my stove if there is anything ever wrong with the stove because of the bow in the back Central Boiler will stand behind the stove with %100 percent and not pro rated.  If I were to rate to conversation with Rodney on a scale of 0-10, I would simply give the company/Rodney a 3 just because he answered the call.  I could tell he was very defensive the entire time, Central Boiler does no wrong and no way the product would have left there facility like it is.  I would like a dealer to come out and see what I see.  I did stop by my installing dealer this week and looked at his Edge 750 models he had on site, none if them had a bow in the back.  If these stoves being bowed out in the back was common I would think after visiting 3 dealers now I would have seen something similar to mine and I haven't.I also talked to my installing dealer this past week, he informed me of a few more areas to take apart and clean on my stove.  While taking apart the inside side channel panels they are paper thin, I only had this boiler in service for a few months last winter.  It will be interesting to see what everything looks like next spring when I clean it all out.

Initial Business Response /* (1000, 5, 2016/02/24) */
Central Boiler has contacted this consumer and the local Central Boiler dealer in regards to their furnace. Their local dealer has been in contact with them to set up a service visit for this consumer's furnace. Central Boiler will provide this...

consumer any benefits under the terms of the written Central Boiler warranty regarding any potential repairs.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The customer services director was not helpful in resolving the issue. He indicated that the central boiler is not to be used as the primary heat source. If I spend $11,600 on a boiler I would expect it to be able to be the primary heat source. In order for the boiler to be fixed mean that my family and I be without heat and hot water for days, weeks or months. The warranty indicates that central boiler reserves the right to repair, replace or refund the customer for the purchase price of the stove. I am requesting that central boiler either provide me with a replacement or refund. This is the second time within less than 5 years that the stove has leaked so it appears to be a faulty stove. I have provided all of the recommended service to the stove including corrosion inhibitor.
Final Business Response /* (4000, 11, 2016/03/07) */
Central Boiler will be following up with the local dealer regarding the visit and service call regarding this customer's furnace. Understand that Central Boiler will provide any warranty benefits to this customer according to the terms of the written warranty and will exercise its reserved rights accordingly to each individual customer and situation. In regards to the "sole source" of heat issue, Central Boiler's owner manual advises customers that the furnace should never be the sole source of heat for a homeowner. It states, "CAUTION: This outdoor furnace is not intended to be the only source of heat. In the event of a prolonged power failure, a generator may be used to prevent lines from freezing. Should the outdoor furnace be left unattended, run out of fuel or require service, an alternate heating source in the building being heated should be in place to prevent damage caused by freezing."
Final Consumer Response /* (2000, 13, 2016/03/17) */

Mr. [redacted] has suggest that his outdoor furnace has a manufacturer defect on it.  The furnace works just as it was intended to but he feels that it had "excessive foam" sprayed on the back of the unit.  This area on the back of the furnace is completely covered by the siding that...

is on the fiurnace right from the factory.  Had there been excessive foam in this area, the siding on the furnace would not have fit correctly because the siding is cut to fit in a jig. (same size for each of that model) The furnace would not have passed Quality Control and it would have been sent back to the foaming room and trimmed before being sent to the dealer.  The selling dealer didn't see anything wrong with the furnace when sold.  The foam does not expand after only a couple minutes from being put on so it didn't happen at a later time, at least from the factory. Mr. [redacted] was instructed to send photos of this to a dealer for review.  The photos were also forwarded to the factory and the dealer nor the factory Service Department could see any issues with the furnace. There is nothing wrong with this unit as it works as intended and there is no evidence of any issue with excessive foam on the unit under the siding of the appliance.

Central Boiler's Director of Service and Warranty repair contacted this consumer directly.  The consumer was advised that his repair had been completed per the terms of his warranty.   Central Boiler has made shipping arrangements for the return of the repaired...

furnace to this consumer.

Initial Business Response /* (1000, 6, 2016/03/18) */
Central Boiler has contacted this consumer and discussed at length this consumer's concerns regarding his furnace. The consumer was informed that he would receive any and all benefits per the terms of the 25 year workmanship defect warranty and...

the 10 year corrosion warranty. It was explained that upon return of the furnace to the local dealer, the furnace would be returned to Central Boiler for a full inspection. Upon full inspection, Central Boiler would offer any repairs necessary for a full repair. The warranty terms would cover the cost of parts for a corrosion related failure but not labor. As a courtesy, this consumer was offered additional benefits not covered under the warranty including costs of shipping for return of the furnace to Central Boiler.
Initial Consumer Rebuttal /* (3000, 8, 2016/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Central Boiler E-2300 ser# E15205 design is faulty. The material used in the stove is insufficient and the warranty is not as claimed, stated in the brochure or expressed to me during the sale.
I do not accept the offer from Central Boiler as they have made no compromise. They continue to deny they have a problem with these stoves even though clearly I am not the only customer with this issue.
Final Business Response /* (4000, 11, 2016/03/24) */
Central Boiler has offered a compromise to this consumer by offering a significant reduction on warranty repair costs from what are the normal written terms of the 10 year corrosion warranty and also offering to cover partial shipping costs that are not included in the furnace warranty . Understand that this particular furnace requires repair due to corrosion and not a defect in workmanship of the furnace. In regards to expressions made to this consumer during the sale of the furnace, understand that the furnaces are sold directly to consumers by local dealers who are solely independent from Central Boiler