Pocket Change

Initial Business Response / [redacted] (1000, 10, 2018/01/12) */ Weil-McLain provided a replacement control at NC despite the fact that the boiler was outside the parts warranty periodPer the owners request, this should resolve his issue Initial Consumer Rebuttal / [redacted] (2000, 12, 2018/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank You I appreciate the service and in particular the manager who was very knowledgable, and patiently figured out and explained the problem and came up with a solution, even though as they pointed out - this is entirely the fault of the installer who left the job unfinished a few years ago Contractors who have difficulties installing could probably get the issues resolved with tech rather than leaving their customers with malfunctioning boilers Thanks again! Hope to do business with you in future

Initial Business Response / [redacted] (1000, 5, 2017/05/11) */ I checked the incoming and outgoing Consumer & Technical Support calls in our Call DatabaseWith the telephone numbers we had to check (Mr [redacted] 610/367-and [redacted] Mechanical 610/367-8271) it was a total of callsI had spoken to Mr [redacted] timesThe dates were 12/1/16, 3/8/& 4/24/The first conversation was a complaint of "Supply Too Fast" system flow issueMr [redacted] was told normally that it is the pump inside the boiler not operating properlyBoiler installed which dates the controls/parts to be approximately yrs oldSecond conversation I was told the contractor & Supervisor were out on the job to check the pumpThey spoke to our Tech Support & was told it was something in the supply/system causing this errorThe pump was changed but we were told the error is still occurring every daysMr [redacted] ask if Tech Support could contact his contractor,I told him yesThe third call the error was still occurringHe wanted to know if W-M ever contacted his contractor and I told him yes and we left a messageAs of this date, W-M hasn't received a return call from themI asked Mr [redacted] if he every contacted his contractor, he did notWeil-McLain is willing to assist to get this resolved, but we need to work with a contractor of his choiceIf we need to try to contact the contractor again, we can do soIf the contractor would like to contact Tech Support they can call 800/XXX-XXXX & press Option #and ask for the ManagerPlease let us know how you would like us to proceedThank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/05/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Everything that W-M wrote is correctHowever, on Friday May 12, I contacted [redacted] Mechanical ( my contractor) and asked them why they never responded to W-M phone callThey indicated they will not respond and they advised me to contact a W-M representative for helpI called a representative on 5/12/and I gave him ( [redacted] the history of the problem and he hasn't gotten back to yet A couple questions and comments: !How can a contractor who sells and installs W-M products refuse to contact W-M when when there is a problem with a product? It is pretty clear the contractor doesn't know how to fix the problem and doesn't feel they can get help from W-M So a I still have the same problemthe heater has to be manual reset every other day!! I do not know who to call to have it fixedSO I STILL NEED HELP FROM W-M TO GET THE PROBLEM RESOLVED! Final Consumer Response / [redacted] (3000, 34, 2017/07/31) */ On 6/16/new software was in installed by a heater contractor while the rep for weil-Mclain was at my homeWeil-Mclain sent the new software but I paid to have it installedHowever, since than the following occurred: On 6/18/and on 6/24/the unit flashed a warning message "HIGH TEMP LIMIT"I called the heater contractor about the messages 6/30/the heater contractor came to my house and made adjustments to the heat settings 7/27/and 7/31/again the unit flashed a warning message "HIGH TEMP LIMIT"Now I have to call the heater contractor again I don't feel the problem has been solved all that happened is I have a new warning message Now I like to know what is the cause of this message? Final Business Response / [redacted] (4000, 39, 2017/08/18) */ Weil-McLain's Technical Support Specialist [redacted] was in contact Thursday 8/17/with [redacted] was at the boiler and [redacted] was able to walk him through the troubleshootingTemperature spread on Indirect water heater was boiler out 188/boiler in It was a soft lockout boiler out 150/boiler in Possible issues: undersized piping to Indirect water heater and a failing circulator(need a contractor for an amp draw)Action taken: Reduced boiler out target temp to and reduced the fire rate to 50% max [redacted] is scheduled to contact [redacted] this afternoon 8/18/for follow up to see how it is running

Initial Business Response /* (1000, 10, 2016/03/07) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@weil-mclain.com
Wei-McLain's warranty policy is to take warranty claims over the phone from a licensed contractor or plumber, or someone qualified to diagnose
the unitOnce a claim is entered over the phone, the claim number is assigned to a Weil-McLain distributor of the contractors choosingThe distributor provides the warranty part to the contractor so that the repair can be madeIt unfortunate that original contractor was no longer in businessIt sounds like the contractor that was selected was unfamiliar with the process
That being said, for the sake of customer satisfaction, if the homeowner can have the contractor performing the work call me directly and let me know which parts are needed, I can see about getting an exception in order to send these parts to the contractor or homeowner at no charge
OFFER:
Have certified contractor who is performing the work call me directly and advise which parts/ sensors are needed in order to get the boiler function properly

Initial Business Response /* (1000, 11, 2017/03/23) */
March 3,
SENT VIA E-MAIL *** ** ***
Revdex.com of Northern Indiana *** *** ***
Fort Wayne, IN XXXXX
Re: Ms*** Case # XXXXXXXX
Dear Ms***
I am responding to your February 22nd, letter, received on
February 27, 2017, in which you requested that Weil-McLain review a matter involving a complaint that your office received from Ms*** ***We would like to clarify the status of Ms***'s claimWeil-McLain did have the failed section assembly returned for investigation and confirmed that the boiler failed due to mineral depositsThe deposits ultimately caused a crack on the crown sheet, which ultimately caused the boiler to dryfireThis is not a manufacturer's defect, since the deposits were not in the system when the boiler was sold to the homeowner, Attached to this letter is the investigation report with additional pictures confirming our diagnosisWe fear that if Ms*** does not address potential leaks in her home, any boiler that is installed will fail due to mineral depositsWeil-McLain warranty states the following;
The Warranty Set Forth Above Does Not Cover The Following:
Any products that fail or malfunction as a result of improper or negligent operation, adjustment, control settings, repair, care, or maintenance; freezing, accident, fire, flood, or acts of god; abuse or misuse; unauthorized alteration; power failures; or inaccurate or incomplete information or data supplied or approved by any party other than Weil-McLain
We trust that this explanation and the attached investigation report helps to clear up any confusionShould you have any questions, please don't hesitate to contact me,
Yours Very Truly,
*** ***
Vice President, Quality
The Marley-Wylain Company d/b/a Weil-McLain
Enclosed: Copy of limited Warranty State for Cast Iron Steam Boiler, Enclosed: Copy of analysis report conducted by Weil-McLain Engineering
CP: XXXXXXX
Reason Code:
Inspection Results: Unit was returned with the leak section and actual crack cut out of one of the intermediates (Picture 1)When the cast iron section finally cracks the turbulence can often break loose the built up of mineral deposits that caused the leakWe cut open the bottom of the intermediate (area that would have been closest to the floor) that leaked, Loose sediment and mineral deposits were found (Pictures & 3)The buildup of mineral deposits insulates the cast iron, not allowing it to cool properly, thus the iron superheats and cracksWhen a block is 'superheated' due to mineral deposits we typically see a dark red discoloration to the block in the area that the block is not cooling; this Is drastically different from the brown or rust red coloration of normally used block (Picture 4)In addition, material build up (from the water source) was visible around the upper portion of the block by the sealsThis build up will eventually settle to a flat surface, superheat and crack the block (Pictures & 6)
Also noted on this return was evidence that the unit had been 'dry-fired', The square cut seals, generally on the top of the boiler will be significantly deteriorated and burnt up when they are subjected to a 'dry fire'This condition occurs when the boiler is started and/or run without the appropriate level of water; cause the unit to become excessively hot, burning up the square cut seals, The seals between all of the sections were excessively deteriorated and burnt (Picture & 8)
The block failed due to superheating from mineral deposits and sediment from water being brought into the system and dry fire conditions, both conditions superheat the block and will cause it to crackNeither of these are a defect of materials or manufacturing that would be covered under the Weil-McLain warranty statement

Initial Business Response /* (1000, 5, 2016/05/31) */
The limited lifetime warranty on the water heater is for manufacturers defectsBased on our initial conversation with the contractor who called the warranty claim in, he stated that no maintenance had been performed on the tankIf this was
indeed the case, and the anode rod was not changed in years, its very likely that the anode was fully depleted and the anode protection was lostThis would cause chlorides in the water to begin to attack the welds on the inside of the tankIf the homeowner is unable to produce the maintenance records, then the other option is to have the failed tank returned and analyzed in our engineering lab to determine root cause for the failureIf it is determined to be a defect in materials and workmanship we would honor the claim, however, if it is determined it was lack of maintenance then the claim would be declined
I'll have the warranty specialist handling the claim contact the contractor / homeowner and arrange to have the failed tank returned for a complete analysis
Initial Consumer Rebuttal /* (3000, 7, 2016/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Contrary to what was stated by Weil-Mclain that the contractor told them that the tank was not serviced, the tank has been indeed maintained yearly since Attached are the emails between the contractor and WM (Weil-Mclain) and at no point does the contractor state that the tank has not been servicedIn addition, because of WM's reputation in the business, it was very difficult for us to find a contractor that would initiate a claim with WMWe contacted several contractors on WM's website to inspect the tank and the majority of them did not want to deal with the headache and incompetency of WMHonestly, our current contractor *** does not want to deal with WM anymore since they have already fabricated emails between him and *** As noted above, the emails are attached
The anoid rod has been replaced per manufacturer's guidelines on a yearly basis; however, at no point were we notified that we must retain these receipts for our recordsAlso attached is a picture of our current anoid rod, which was replaced a couple of months ago during the service appointment and is clearly in good condition and not depleted in any wayAfter contacting WM and *** in customer service adamantly stating that we must show proof of the past services for the tank, we attempted several times to contact our serviceman to get past records of the tank's maintenance with no answerWM is more than welcomed to attempt getting in contact with the serviceman and his number can be provided upon request
Having to replace our water tank TWICE in years, we reached out to WM hoping they would be understanding of our difficult situation, especially having children under the age of However, all we received in return was a very prompt and rigid response from *** that they would not consider our case unless we showed proof of serviceShe was so rude as to state that it was our problem if we were displaced from our home with little children due to the broken water tank since in the end we would have to change it regardless of the tank being covered by the WM warrantyThe fact is we do have to replace the tank; however the sense of urgency on our part to have it replaced under the WM warranty is simply due to the fact that if it is not covered by the warranty that we would NEVER purchase another WM tankIf in the end WM will not honor their warrant on the tank, I will purchase another company's tank rather than install a THIRD WM tank
If WM would like to send an engineer to inspect the tank, they are more than welcomed toI will not remove the tank for inspection because then we will be left completely with no hot water, whereas now we are managing with a leaky tankRemoving the tank for inspection by a WM engineer would require us to replace the tank immediately since we are a family of with small childrenTo remove our tank would result in us purchasing a tank other than WM brand and we highly doubt they will cover a replacement other than their brand
Final Business Response /* (4000, 9, 2016/06/07) */
I'll start off by and clarify a few itemsAll warranty calls are recorded and on the initial call between WM and the contractor who started the claim, the contractor stated the tank had not been maintainedThat being said, the picture that was provided was of a new anode rodWeil-McLain suspects the chloride level of the water on the site is higher than normal, thus causing the welds in the stainless steel tanks to failThe purpose of the anode is to protect these welds from the chlorides, once the anode is depleted, the chlorides attach the welds
That being said, I have gone ahead and approved the claim for a replacement tankI feel certain the importance of the anode rod is well known nowOnce I get confirmation of which ** *** Branch MrBitar is using to replace his water heater, I'll assign the claim over to ** ***Please note that our warranty would cover the replacement tank, but does not cover any labor or other fees the distributor *** have
Final Consumer Response /* (4200, 12, 2016/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So I spoke with ** *** today regarding the replacement tank and the person I spoke with, *** *** informed me that the approval came through, however that we were to pay for the replacement and our old tank would be sent out for inspectionAs *** explained to me, pending the results of that inspection, the claim would be either approved or denied and my money *** or *** not be reimbursed for the new tank that I must purchaseI am wondering why the claim was set up this wayYou previously stated that you are approving the replacement of the tank without regards to our current tankAs I stated before, and time and time again, if I have to pay foe the tank, I will not install a third Weil Mclain tankThe only reason I would install another Weil Mclain tank would be if it was covered by the warranty, which in this case it definitely should bePlease clarify the terms of the approval you issued for our replacementIf you are requiring inspection, please arrange for someone to come here to inspect it since I will not send it out and be forced to purchase another Weil Mclain tank if I do not have toIf Brian was misinformed about the terms of the approval, please clarify with the appropriate *** so that we can move forward with replacing this leaky tankI cc'd *** from the Revdex.com since there seems to be some confusion about the terms of the approvalAs stated above, it seem as though Weil Mclain approved the replacement of the tank without any mention of reimbursement pending an inspection of the old tankWhat was stated above and what was sent to ** *** are two contradictory approvals and clarification must be made

Initial Business Response /* (1000, 5, 2017/05/11) */
I checked the incoming and outgoing Consumer & Technical Support calls in our Call Database. With the telephone numbers we had to check (Mr. [redacted] 610/367-7263 and [redacted] Mechanical 610/367-8271) it was a total of 4 calls. I had spoken to...

Mr. [redacted] 3 times. The dates were 12/1/16, 3/8/17 & 4/24/17. The first conversation was a complaint of "Supply Too Fast" system flow issue. Mr. [redacted] was told normally that it is the pump inside the boiler not operating properly. Boiler installed 2008 which dates the controls/parts to be approximately 9 yrs old. Second conversation I was told the contractor & Supervisor were out on the job to check the pump. They spoke to our Tech Support & was told it was something in the supply/system causing this error. The pump was changed but we were told the error is still occurring every 2 days. Mr. [redacted] ask if Tech Support could contact his contractor,I told him yes. The third call the error was still occurring. He wanted to know if W-M ever contacted his contractor and I told him yes and we left a message. As of this date, W-M hasn't received a return call from them. I asked Mr. [redacted] if he every contacted his contractor, he did not. Weil-McLain is willing to assist to get this resolved, but we need to work with a contractor of his choice. If we need to try to contact the contractor again, we can do so. If the contractor would like to contact Tech Support they can call 800/XXX-XXXX & press Option #2 and ask for the Manager. Please let us know how you would like us to proceed. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2017/05/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Everything that W-M wrote is correct. However, on Friday May 12, 2017 I contacted [redacted] Mechanical ( my contractor) and asked them why they never responded to W-M phone call. They indicated they will not respond and they advised me to contact a W-M representative for help. I called a representative on 5/12/2017 and I gave him ([redacted] the history of the problem and he hasn't gotten back to yet.
A couple questions and comments:
!. How can a contractor who sells and installs W-M
products refuse to contact W-M when when there is a problem with a product? It is pretty clear the contractor doesn't know how to fix the problem and doesn't feel they can get help from W-M.
2. So a I still have the same problem.. the heater has to be manual reset every other day!! I do not know who to call to have it fixed. SO I STILL NEED HELP FROM W-M TO GET THE PROBLEM RESOLVED!
Final Consumer Response /* (3000, 34, 2017/07/31) */
On 6/16/2017 new software was in installed by a heater contractor while the rep for weil-Mclain was at my home. Weil-Mclain sent the new software but I paid to have it installed. However, since than the following occurred:
1. On 6/18/2017 and on 6/24/2017 the unit flashed a warning message "HIGH TEMP LIMIT". I called the heater contractor about the messages.
2. 6/30/2017 the heater contractor came to my house and made adjustments to the heat settings.
3. 7/27/2017 and 7/31/2017 again the unit flashed a warning message "HIGH TEMP LIMIT". Now I have to call the heater contractor again.
I don't feel the problem has been solved all that happened is I have a new warning message.
Now I like to know what is the cause of this message?


Final Business Response /* (4000, 39, 2017/08/18) */
Weil-McLain's Technical Support Specialist [redacted] was in contact Thursday 8/17/17 with [redacted] was at the boiler and [redacted] was able to walk him through the troubleshooting. Temperature spread on Indirect water heater was boiler out 188/192 boiler in 97. It was a soft lockout boiler out 150/150 boiler in 92. Possible issues: undersized piping to Indirect water heater and a failing circulator(need a contractor for an amp draw). Action taken: Reduced boiler out target temp to 165 and reduced the fire rate to 50% max. [redacted] is scheduled to contact [redacted] this afternoon 8/18/17 for follow up to see how it is running.

Initial Business Response /* (1000, 8, 2015/11/30) */
Contact Name and Title: Ryan [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@weil-mclain.com
I just wanted to gather a bit more information regarding this complaint. Is the issue with the Weil-McLain Ultra Oil boiler, or the Beckett NX...

burner? If there is an issue with the boiler, please have your contractor give our Tech Services department a call at XXX-XXX-XXXX. If there is a warranty issue with the boiler, please have the contractor call our warranty department at 855-627-6003. If there is an issue with the Beckett Burner, those claims would be handled through Beckett. If you would like I could try to arrange a site visit with one of our reps and your contractor.
OFFER:
Initial Consumer Rebuttal /* (3000, 10, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was thinking the burner was just another part of the boiler, which I am sure is the problem. A site visit would be beneficial, but my contractor is no longer available. I can have a licensed tech present. If you wish, I can try calling you directly @ the phone number above so I can be pointed in the right direction to proceed. I have tried calling help lines before, but not with positive results.
Final Business Response /* (4000, 12, 2015/12/14) */
Contact Name and Title: Ryan [redacted] -
I'm going to provide you address and phone number to our Representative in the New England area and see about setting up a site visit. Typically we require the homeowner have a contractor or tech present during the visit. Feel free to call me any time during this process.
Thanks
OFFER:
Final Consumer Response /* (3000, 20, 2016/03/21) */
I have been in contact with field reps. in ct. They insist on having a licensed tech. accompany them on a site visit, which they said would be @ my cost, along with any parts that may not be a mfg. defect. I have had my own tech. look @ the furnace and he has found a leak in the fuel pump which has allowed air into line and this is what is causing all the problems. The replacement part sku# isXXXXXXXu. from the weil-mclean ordering warehouse on line. I would like a pump sent to me @ no cost to have installed by my tech.

Initial Business Response /* (1000, 10, 2018/01/12) */
Weil-McLain provided a replacement control at NC despite the fact that the boiler was outside the parts warranty period. Per the owners request, this should resolve his issue.
Initial Consumer Rebuttal /* (2000, 12, 2018/01/15) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)
Thank You.
I appreciate the service and in particular the manager who was very knowledgable, and patiently figured out and explained the problem and came up with a solution, even though as they pointed out - this is entirely the fault of the installer who left the job unfinished a few years ago.
Contractors who have difficulties installing could probably get the issues resolved with tech rather than leaving their customers with malfunctioning boilers.
Thanks again!
Hope to do business with you in future.

Initial Business Response /* (1000, 8, 2015/06/03) */
Contact Name and Title: Ryan [redacted] Warranty Manage
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@weil-mclain.com
We are currently working with the Homeowner, his contractor and the supply house to have the unit in question returned to Eden...

for a full report to determine the exact cause of the failure. After this investigation is complete we can make final decision regarding warranty claim.
OFFER:
Current Offer was to pay for shipping to have unit returned for full investigation. Upon conclusion final determination regarding warranty can be made.
Initial Consumer Rebuttal /* (3000, 18, 2015/08/05) */
Hi, This complaint is NOT resolved. Weil Mclain has yet to take my tank back as promised as part of their investigation. It is still in NJ.
Final Business Response /* (4000, 21, 2015/08/10) */
Contact Name and Title: [redacted] Warranty Manager
We have spoken with the distributor several times over the past few weeks trying to have them return the tank "collect" so that the analysis could be conducted. Each time they informed us it woud be shipped in the next couple days, which has not happened. This afternoon when we spoke with them, they said they hoped to have the tank shipped out tomorrow. I'll follow up with the distributor daily in an attempt to get this tank returned. Once the tank is received in Eden our Quality engineer well begin the investigation so that a determination can be made regarding the warranty.
OFFER:
Once the tank investigation is complete, the VP will make a decision regarding the warranty.
Final Consumer Response /* (4200, 23, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Weil indicated about 2 mths ago that the tank would be returned so long as I returned the tank to THEIR distributor. I did and held up my end of the bargain. They have not backed up their statement. I've been more than patient.