Complaints

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beware of dishonesty. Sometime in February 2023 my tankless boiler system was making a loud clicking sound. It turned out the 3-way valve actuator was broken. EarthTech Systems' technicians came and ascertained the situation and quoted me for the replacement of the part (around $630 total). They advised that the part was difficult to find because it's no longer manufactured but they'd look. Two days later they came and replaced the broken item with no further advice to me. I was at that point a happy customer and I paid my invoice and I was thinking this story was behind me. Two months later I discovered that the system had been leaking at the exact juncture between the 3-way valve and the pipe, which indicated to me that this was not a perfect fit. So I called the company and one of the owners came to check it out but he guaranteed me on the phone that the leak was coming from the pipe inside the concrete beneath my floor, per his experience. When I told him I had pictures of before and after the leak he was less argumentative. When he showed up he agreed that the leak was at the boiler level and not in the ground. I asked what his team is able to do to make me whole again. Long story short, they sent me another quote for $3,000 or so in order to replace some of the pipes to fit with the 3-way valve. I argued that they should make me whole for poor workmanship. ***** responded that his team takes zero responsibility in the aftermath of the project they initially completed. Now I'm left with water damage in my kitchen and a broken boiler.

  

  Business response

  06/07/2023

  Hi ******, thank you for taking the time to leave a review. This is ******, the service manager at EarthTech Systems and technician who repaired your unit. As you stated, we came in February to troubleshoot a noise issue coming from your boiler system. In our records from then, the heating and hot water from the boiler were still operating normally and you had called specifically to rectify the clicking noise. There were no leaks at the time, as we discussed with you since then and showed you during our initial site visit. As you stated, the actuator head was the source of the noise, which is connected to the 3-way valve body by snapping into place, which is separate from the water inside the pipes (which I had shown you that same day as well, explaining none of the piping would need to be altered or drained to fix the noise). Once we located the part and repaired your system, we tested the equipment in heating and hot water operation just to be sure you would have no problems moving forward. We verified there were no leaks and have pictures from that day of the system as well. When you reached out regarding the new leak months later, ***** was not familiar with your current system as I was the only person who had gone out there, based off the pictures and detailed invoices we had in our records he made an educated guess on where this style of boiler tends to have issues, and explained that the system has operated well for months and that we never touched the hydronic side of the boiler. We are happy to provide pictures and notes from those two days, including the part number of the 3-way valve actuator that was replaced if that would help put your mind at ease. Our technicians are honest, thorough, and fully trained and I apologize that you had a different impression, but nonetheless we hope you have since gotten the system repaired and rectified and wish you the best moving forward.
  
  Elijah ********
  EarthTech Systems LLC, HVAC ******************************************************************************************** **************
  *********, ************* 01879
  www.earthtechsystems.com

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