ComplaintsforCentral Boiler Inc

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new outdoor furnace in November last year (2022) and have been having problems getting it to stay lit. The fire keeps going out even though theres plenty of wood in it. Several days we have woken to no heat because of the fire being out. We have kept it clean as recommended even after only having it for 2 months and it hasnt been working all that time.We have made repeated calls to the installer and have tried all that he said we should do to fix the problem but nothing has worked. We asked him to come fix it but he hasnt. We either want it fixed or our money back.

  Business response

  01/24/2023

  Central Boiler Dealers sell the Central Boiler furnaces to consumers and are the contact if a consumer has an issue with the appliance. In this case, we contacted the selling dealer and after talking with ************* for more than 20 minutes this afternoon sent us an email with the info about thier convrsation.  The Dealer was told by ************* that the wood he is burning now was cut into logs January 22.  This would be considered NOT seasoned wood. Central Boiler has a very well prepared video made to help consumers that are not useing seasoned wood how to make it work in their furnaces. Please go to centralboiler.com, go to the "support" tab, enter the serial number of the furnace, (found on the side of the furnace) in the search bar enter; "fire goes out" this will bring up a video and very well prepared instructions as to how to operate a furnace with not seasoned wood such as what ************* is useing.  ************* is out of town today but we were told and said he would contact the selling dealer when he returns. We were not told of anything that would make us believe tha thhere is anything wrong with the furnace at tis time. 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Central Boiler Outdoor wood furnace was installed last year 2021 in September. Furnace and components ran fine with few small issues that were fixed. Started central boiler outdoor wood furnace up for 2022 winter in **** on 10/17/2022. Outdoor furnace is meant to heat house forced air, hot water tank, garage and basement floors. Had the following issues with furnace after 185 degree water temperature was reached:- No hot water circulating through house from the outdoor stove. I reached out to the dealer who installed furnace through messenger for help and service regarding this issue with no help from dealer but short and non-descriptive messages. Also comments that were unnecessary regarding time stove was started and neglect over summer non heating months. I received no service for the issue from the dealer.Also contacted Central Boiler (manufacturer) through message because they dont have a phone number listed and havent heard back regarding issue.I am looking for some assistance and service regarding my stove not heating my house as intended. I spent thousands of dollars on the stove and installation and the service is terrible. Warranty for stove is good for 25 years.

  Business response

  10/24/2022

  We are sorry to hear that ************* is having an issue with his heating system. Per his own words written above, the furnace is operating correctly as the water temp is at 185 degrees. The issue with the heating system, as he says is; that the water isn't circulating to the structure being heated. This is not a Central Boiler furnace issue, it is a water line or maybe a circulating pump issue or other. Central Boiler Inc cannot do anything about such an issue without more facts. The selling dealer, in this case Professional Heating from ****** **** would be the furnace owners best bet to help resolve this issue. All Central Boiler dealers are independent contractors and are not an affiliate of Central Boiler, Inc.  This is not a Central Boiler issue but we will certainly call the dealer as a curtesy to this owner and ask if they know anything about this and if they can help this owner with his problem.

  Contrary to what he states in his complaint that he couldn't find a contact number for Central Boiler, he need only to look on-line at centralboiler.com. ************** needs to contact the selling dealer with this issue.

   

  *******************

  Central Boiler

   

  Customer response

  10/24/2022

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

   

  no need to contact dealer. Contacted another dealer and they fixed issues for me. 

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Central Boiler Classic Edge 960 HDX and it was installed on Jan. 27 this year. This was over $35,000 total With this system I purchased 4 of their Space Heater (140k **** systems since the furnace is rated for 4 00k btu. I did not expect to get the full 560k BTU, or even the 400k Btu. But did expect in the mid 300s. However the system with 4 units only produced just over 200k. I worked with the installer, he called Central Boiler. They said that there was a misunderstanding, but since I put this into a production greenhouse, this misunderstanding has cost me thousands of dollars of production. The misunderstanding is that they have 2 motors for these units. The one advertised as Space Heater (140k **** has the 1/4 hp fan only capable of just over **** cfm, after some research I found the heat exchanger on a site and it says it requires **** CFM to produce the (140k ****. I spoke with their tech support and could not get any straight answers. At 1 time they seemed like they had a solution, they would send me the larger fans, and I would send back the undersized fans, plus the difference. Then they rescinded their offer. I do like the unit but if the customer service is this poor, I hope that the unit is built right. I was planning on another unit for my second greenhouse and maybe one for the house, but now I am concerned. The solution that I was given was to add more units to the greenhouse. Instead I added exterior fans and increased the cfm which brought me up to over 300k btu. I would still like the larger fans, but have no use for the smaller ones.

  Business response

  03/31/2022

  
  Simple math would tell us to multiply 4 times 140kBtu and we would come up with 560kBtu. Be that true, the math doesnt work because exchangers will not produce this for a number of reason.
  Limited water temperature due to atmospheric system design. Water will boil in pump, known as cavitation, and cause pump failure if run at higher than furnace settings.
  Another reason is that two of the units are connected in series which means the second one in line will receive an even lower temperature than the first. Thus further reducing the Btu that can be delivered through each unit.  
  We have no drawing of the installation but what has been stated is that there were two sets of two in series. More Btu could be deliver if these sets of units were connect in parallel. This will increase the overall output of the system but will not deliver what is assumed as 140KBtu for each exchanger.
  More air flow would also deliver more energy but again there has to be enough heat to exchange in each unit.
  Another important part of this Btu rating is water flow. If more flow was added to the system there would be a potential to deliver more Btu. This all has to be accounted for.
  We dont design systems but these few comments may help resolve some of the issues that are being expressed.
  Thanks

  Comments from one of the Engineers at Central Boiler.

   

  *******************

  Central Boiler

  
  

  Customer response

  03/31/2022

   I am rejecting this response because:
  
  The catalog says 140K BTU and the fans are undersized.  Using the formula Air temp out, minus air temp in, x cfm x weight of air (1.08).  You can see that cfm is a big factor.  I also found the exchanger online and it says it needs **** cfm. That is the main reason that the engineer also did not mention in their response.  I agree that I cannot raise the water temp much higher, and that moving them out of series will add a small bit.  However I cannot make the 1/4 hp fan produce enough cfm to produce anywhere near the 140K on the first fan of the series I could only produce around 50k.  If the company will not stand by what is in their catalog, I only hope that they will stand by their warranty. I only asked that they replace the undersized fans and I would pay the difference.  
  

  Business response

  04/01/2022

  The Central Boiler ******************* have some additional questions that they will need to ask with the Dealer that sold the components about the installation. Once I have received their conclusion I will forward the information. 

   

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new Classic Edge HDX Titianium 760 Boiler through my local Central Boiler dealer. The dealer is *************************, located in ********, **. The unit was delivered in late October and placed into service early/mid December. All water tests were completed, rust preventative solution was added, and the unit was filled with filtered and "soft" water, as directed by my dealer and Central Boiler.After ~1 month of operation, my main circulator pump (Taco ****) failed by locking up. The pump has a 3 year factory warranty on it. My dealer told me that there could be no warranty on it because of the deposits on the pump indicate that I filled with hot water. My dealer said there are no hardness specs, though (how else do you define "hard" or "soft" water?). To make sure I didn't make a mistake, I performed 3 water tests: 1 on my outside spigot, 1 on my inside tap, and one on the water in my boiler system. The tests indicated: outside spigot = 450+ hardness inside tap = ~25 hardness boiler water = ***** hardness This is pretty clear that I filled the unit with soft water as indicated in my owner's manuals.My dealer continued to deny my pump warranty.I then called Taco and their customer service representative, ****** told me that the dealer is obligated to accept the pump as a warranty item and provide a replacement, regardless of any buildup.I called the dealer back (*************************, ********, **) and he informed me that he would not warranty the pump and said that he does not provide warranty on anything, he only sells the parts. Central Boiler lists him as a dealer, so this does not make sense. I contacted Central Boiler and after much pushback, they said they would have a warranty manager talk to Taco and get back to me. It has been 4 weeks since it was "escalated" and I still have no resolution. I am looking for my dealer and Central Boiler to honor the terms of the Taco warranty statement.

  Business response

  02/14/2022

  Central Boiler is the furnace manufacture and all Central Boiler Dealers are independent dealers with no franchise ties to the Central Boiler, Inc. Taco pumps are a purchased part that can be used on or with the furnace and other heating systems. The dealer is the "eyes" of Taco pumps when there is an issue of any kind on an existing heating system. If a pump or pump cartridge shows evidence of poor water in the system and it is not addressed, it can cause other failures in pumps, pump cartridges, the furnace or the system that may not be covered by Central Boiler or Taco pump warranties.

  Central Boiler will send the pump cartridge to TACO once we receive it.  ******************** needs to give the pump cartridge to Class-Act (Dealership) who will give ******************** a new pump cartridge once he receives it. this is what ******************** has asked for in his complaint.

   

  *******************

  Central Boiler, Inc.

  Customer response

  02/15/2022

   I am rejecting this response because:
  
  Thank you, ****, for your prompt attention to this issue.

   

  I have already purchased a replacement cartridge from the dealer (Class-Act) when the pump failed in January.  I purchased it because he said warranty would be denied, which started this entire situation.  My dealer has been difficult to work with, so I'd like to get 100% clarity before I hand over my cartridge.  My dealer stated that if Central Boiler accepts the pump as a warranty return, that he will refund me the cost of the cartridge.

   

  Can you please confirm that, if I return the failed cartridge to my dealer (Class-Act), that Central Boiler will accept the pump as a warranty return, and honor the terms of the warranty, as stated in the Taco warranty?  This will in turn mean that my dealer will reimburse me for the cost of the original cartridge and I will consider the matter closed.

   

  I hope you understand my request for "pre-approval", as once the cartridge leaves my possession I doubt that I will ever get it back if warranty is denied.  As long as I have the cartridge, I still have some ability to get the warranty honored.

   

  Again, thank you for the prompt reply.  I've been working with various people at Central Boiler for 4 weeks on this matter and it is relieving to know that it may soon be completed.

   

  Also, noted on the potential negative affects of solids / imperfections in the boiler water system.  Thank you.

  Business response

  02/16/2022

  
  This is in response to the complaint rejection about a Taco pump cartridge that ******************** had taken out of a pump on his outdoor wood furnace heating system.
  ******************** wrote in his complaint to the ** BBB that his desired settlement to resolve this situation was; replacement.

  
  This is in response to the complaint rejection about a Taco pump cartridge that ******************** had taken out of a pump on his outdoor wood furnace heating system.
  ******************** wrote in his complaint to the ** BBB that his desired settlement to resolve this situation was; replacement.
  
  

   

  (Below was copied from original complaint)   
  Desired Settlement:
  Replacement
  
  As stated in the response sent February 14. When ******************* gives the pump cartridge (the pump is not what is in question here) to the Dealer, Class-Act, the Dealer will give a new cartridge to him as per his desired settlement request and the Taco warranty that states; ***** **** will repair or replace without charge (at companys option) any product or part which is proven defective under normal use .. . Understand that without the pump cartridge given to the dealer,there is no warranty.
  The pump cartridge will be sent to Taco and if it is not warranted,it will be at the dealers expense, not ********************. He will have already received his replacement cartridge when he gives the old one to the Dealer.
  
  Please note: Not relevant to this situation but important to know for anyone with circulating pumps in any kind of heating systems. A pump cartridge is a replacement part and it is a very good idea to always have a spare on hand.
  
  Regards,
  *******************
  Central Boiler. ****  
  
  

  
  

  Customer response

  02/25/2022

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

   

  I called the dealer this morning and he has agreed to warranty the cartridge, as directed by Central Boiler, and per the terms of the ************* statement.  We will make the transaction next week.  If there are issues I will work with BBB to re-open the complaint.

   

  I am thankful for the quick response from Central Boiler in this matter after the BBB got involved.  It is unfortunate that it took 4+ weeks through normal channels and ultimately required the help of BBB to escalate the situation and get the warranty of the Taco pump honored.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩