ComplaintsforBeltsville Heating & A.C. Inc.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company named installed a new boiler in my home in Feb 2014. In March of 2022 the boiler stopped working and a plumber was sent to repair unit. A control box was replaced at a cost of approximately 400 dollars but once the boiler was lit water poured out of the bottom..The plumber stated a new boiler was needed so when the the Owner Nick came to give me an estimate I told him the unit was only eight years old..He stated the heat exchanger should be under warranty. So after contacting the manufacturer ******* ,they tell me no warranty request have been made. The company has given me several reasons , such as proof of original owner, paper work not filed by installer, waiting for the part….a different excuse each day…The company “Nick” said my cost with the warranty would be THREE THOUSAND DOLLARS…I agreed to the cost..I just need my boiler repaired or replaced…I have all original documents from the original sale to all repairs…

  Business response

  07/26/2022

  From: ***************************** <*****************>
  Date: Mon, Jul 25, 2022 at 5:23 PM
  Subject: Re: ********************* Complaint (********)
  To: *********************** <**********@mybbb.org>
  
  Complaint # ********
  
  July 25th, 2022
  
  Dear ****************,
  
  Thank you for allowing Beltsville HVAC Inc. an opportunity to respond to Customers Complaint. I would like to personally apologize for the delayed response as the person who is usually in charge of handling these matters has passed away, and Beltsville HVAC was unaware of any complaint having been filed with your firm.
  
  Customer contracted Beltsville HVAC. Inc., to diagnose a boiler failing to heat. 
  
  On March 7th , 2022,  The technician arrived and found the burners and pilot to be dirty, as well as a faulty ignition module/board. Customer was then given the diagnosis, and authorized Beltsville HVAC to order the new part and return to install it once delivered.
  
  On March 11th, 2022, The Technician returned to Customer, installed new module, recommissioned the boiler, and was able to identify as the boiler was coming up to temperature, that there was a leak or separation of a section of the boiler. This was causing the burners to fill with water and stop the boiler from firing. Final diagnosis was determined to be a faulty heat exchanger, and to replace said part, or the entire system.
  
  On March 17th, 2022, Nick Arrived to inspect the customers system to provide a quote for repair or replacement of the boiler. Upon inspection it was determined the boiler was only 8 years old and that the parts should be covered under a factory parts warranty. ******* and the original vendor of purchase was contacted about this issue, and it was determined that the boiler had never been registered by the previous Salesman, or the previous Operations Manager (Both of whom have passed from their battles with Cancer.)
  
  Beltsville then contacted ******* directly and asked if there were any way to work this out, as the nature of the failure was quite strange and uncommon. ******* agreed on the condition that Customer or Beltsville Heating provide the original purchase paperwork with original model number and serial number to confirm that the ownership hadn’t changed since original date of purchase. Following this news Beltsville searched it’s records, but could only find documentation on the financing paperwork from 2014. This paperwork contained the information of  Customers Name, Personal Id, and Home Address and Make, Model and Serial of the unit. However, the Model and Serial Number’s were entirely different to the one currently installed at the Customer's home.
  
  As Beltsville Heating is not legally required to keep the contract paperwork past 7 years, it was likely destroyed, as we remove and destroy records on a yearly basis and the customers was well beyond 7 years at current. After learning this, the customer was then asked to provide their original documentation. But, the same issue occurred. There was insufficient documentation, and what little could be provided by the customer was incorrect, as the model and serial again did not match.
  
  Upon learning this, the customer then decided to involve themselves and their nephew in the warranty process. In April Beltsville and its vendor began receiving calls from someone from the “****** *****.” This person had even taken upon themselves the matter of contacting ******* directly. Bypassing all the work Beltsville and its Vendors had done, and in turn creating a slowdown, and confusion between the contractor-(Beltsville), The Vendor, and ******* the Manufacturer. It was later told by the customer that this was his nephew who was attempting to “Help.”
  
  The Customer was provided with a proposal for replacement of the Heat Exchanger under warranty (Graciously provided by *******.) on March 22nd 2022. The work to be performed was also offered at a substantial discount, to the cost of materials and half the cost on labor hours. The shipment of the replacement heat exchanger had never taken place however, due to no deposit, or signature being made on the Legal Proposal, by the Customer. Beltsville HVAC had made it clear that a third down and a signature on the contract was required to procure parts and materials, as a core charge applies on the old heat exchanger until it is submitted back to the manufacturer for their inspection.
  
  The customer has never once come in to make this deposit or to provide a signature for the work to be done. Beltsville Heating & A.C. has lost two of its most crucial employees as recently as the beginning of February, and it has proven difficult to fill their roles in such short time given the economic, and global pandemic. As such, given the circumstances, Beltsville has since rescinded its bid to repair this part as the paperwork provided by the customer is insufficient and incorrectly filled out. As well as the customer having failed to make good on their initial third down and signature for work to begin. Not to mention Beltsville Heating is currently too short handed to take on this repair currently.
  
  We wish the customer well in finding a Heating and AC contractor better suited to their needs, and we are sorry for any frustration or confusion this has caused the Customer.
  
  -Respectfully,
  
  Nicholas ** V*****
  General Manager
  
  Beltsville Heating & A.C. Inc.
  
  ###-###-####

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