ComplaintsforE-Z Rect Manufacturing Ltd.

• Initial Complaint

  24/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am here to complain that E-Z Rect manufacturing ***** DBA ****** *********** *** did not honor the 10 year warranty for the boiler we purchased and installed it for less than 6 years. I am writing to address a warranty claim for the ******** ** *** *S boiler that was purchased by my plumber, ***, on June 3, 2017, from the distributor ***************************** (****************************************) and subsequently installed at my residence in *********. The specific model of the boiler is *************, with the serial number *************. At the time of installation, *** informed me that the boiler carried a 10-year warranty, but he also mentioned that it typically lasts around 15 years. Based on his expertise and the fact that my previous boiler, of the same brand, had lasted over 20 years, I trusted both the plumber and the quality of the boiler.For the first five years, the boiler operated smoothly, and we diligently performed regular maintenance to ensure its proper functioning. Unfortunately, on April 22, 2023, the boiler suddenly ceased to operate. I promptly contacted a plumber who discovered a water leak within the boiler. According to the plumber, the leak was irreparable and covered under the 10-year warranty.I reached out to ***, the original plumber, who informed me that the warranty should cover the issue and suggested contacting the distributor for a warranty claim. Following his advice, on April 23, 2023, I personally visited ******* ********************* and reported the problem with the boiler. They requested a copy of the invoice and asked me to provide them with a picture of the faulty boiler. I promptly fulfilled their requirements by sending the requested picture to *****, their representative. *****, in turn, communicated the situation to *******************, who is responsible for warranty claim at ****** ***********. I was then instructed to uninstall the boiler and deliver it to ****** ***********'s location in North *********.Acting upon ******************* instructions, on April 27, 2023, I hired a plumber to assist with the uninstallation of the boiler, and together we delivered it to the ****** *********** company in anticipation of receiving a replacement.However, on May 3, 2023, I received a call from *******************, informing me that a new boiler could not be provided due to corrosion within the heat exchanger, which falls outside the scope of the warranty. Subsequently, he emailed me the warranty policy.I would like to highlight a few important points. Firstly, the boiler failed after less than six years of usage, despite the warranty period being ten years. Secondly, during the six years of operation, we diligently followed proper usage guidelines and never engaged in any improper or negligent behavior that could have contributed to the malfunction. Thirdly, neither the plumber nor the manufacturer explicitly mentioned, either verbally or in writing, that the warranty would be voided if the boiler was used in conjunction with a radiant floor system featuring ****** pipes, prior to our purchase and installation of the boiler.As a customer, I find it unjust that we are facing this situation despite having done nothing wrong. In light of these circumstances, I strongly request either a replacement boiler or the repair of the non-functional heat exchanger. I contacted with ******************* by phone and emails for this issue. But his response is same . The heat extranger failed because of corrosion. They do not cover it .Obviously the company tried to find any excuse to void the warranty coverage and they do not stand behind their products and no care of customers.I hope BBB help me to deal with ****** *********** *** about this warranty claim issue to reach a fair and equitable solution.To support my warranty claim, I have enclosed copies of relevant documents, including the invoice, the model and serial numbers on the label, a picture of the faulty boiler and ****'s email.

  Business response

  31/05/2023

  Please see the attached pdf in response to Better Business Bureau complaint #********.
  

  Customer response

  20/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  It is evident that neither the manufacturer's warranty nor the manual contains any explicit information regarding the warranty being voided when the boiler is installed and used in conjunction with a radiant floor system using ****** piping. It is the manufacturer's responsibility to clearly communicate such crucial details to customers, and their failure to do so can be considered a deceptive practice. This behavior leaves customers feeling cheated and vulnerable, as they have made their purchase without being properly informed, only to face difficulties when seeking warranty coverage. As a customer, I firmly request that the manufacturer takes immediate action to honor the warranty coverage for my boiler, which is currently in their possession. They should either replace the boiler or repair it accordingly. I believe it is within the Better Business Bureau's capacity to assist customers like me in finding a fair and reasonable solution to this issue. I kindly request the BBB's intervention in facilitating a resolution that upholds consumer rights and ensures a satisfactory outcome.
  
  Please see the detail response in attachment.
  
  I appreciate the efforts of the Better Business Bureau in helping consumers like me.
  
  Sincerely,
  
  ***********************

  Business response

  29/06/2023

  Our instructions use the most recognized and generic term to describe a type of tubing which does not allow oxygen permeation - the term is oxygen barrier tubing. We think that the generic term is sufficient and more appropriate.
  
  **** *is a specific brand (and is trademarked) and the term ****** is sometimes used as a colloquial abbreviation of a type of plastic called ************. There are other brands besides **** * which do not have an oxygen barrier and there are other types of plastic tubing besides ************ which do not have an oxygen barrier. It is not reasonable or practical to create a complete list of all specific brand names and types of materials (which would include plastics and other materials) which do not have an oxygen barrier. Besides this,it would be impossible to maintain such a list since there is a constant flux of new materials being invented, new brand names being created, and existing brand names being changed. This is why it was most appropriate to use the generic term oxygen barrier tubing.
  
  It is also noteworthy that ************ was manufacturered by ***** and ****** and has been the subject of a number of class action lawsuits. The resin has ceased to be manufactured since **** and ******** plumbing codes have banned it since ****.
  
  Our boiler can only be used in closed systems. It should be common knowledge that steel will corrode in fresh water or oxygenated water. Amongst plumbers, this fact is especially understood. Nevertheless, we provided several written warnings regarding the risk of corrosion and how to avoid it.
  
  In this matter, we feel that we have made more than reasonable efforts to ****** communicate the boiler requirements with the consumer. We provided several written warnings in the boilers instruction manual. Importantly, please note the following:
  -The boiler manual was available on our website and could be reviewed prior to purchase.
  -The boiler manual was packed with the boiler and could be reviewed prior to installation (by either the owner or a plumber on their behalf).
  -The envelope for the boiler manual boldly states: IMPORTANT! DO NOT THROW AWAY and WARNING Read all instructions before installing, servicing, or operating the boiler. Failure to comply may result in personal injury, loss of life, or property damage. Please see attachment, boiler envelope.
  -The boiler manual suggests contacting the factory for recommendations if your system contains non-oxygen barrier tubing.
  -The boiler manual recommends oxygen barrier tubing to protect components from corrosion.
  -The boiler manual states that corrosion is a preventable condition and is not covered by the product warranty.
  
  Our instructions were ignored. The corrosion failure could have been avoided if the instructions were followed.

  Customer response

  06/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

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