ComplaintsforECR International, Inc.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2015 we paid $7200.00 to have a ***** natural gas boiler installed. In 2017 that boiler was replaced with a new boiler because it was defective. But I had to pay for the installation which was $16??.00 That unit worked until 2020 it took three computer boards and three weeks to get the repaired. Come mid February 2023 once again we lost heat and hot water .As this has been the same problem that happens every time this unit stops working. This unit is a *** *** serial **********s all the repairs have been performed by ************ ******* and *** ************ ************ . The service manger from **********’s name is ***** **** he has a complete list of all the calls and conversations with *****’s technicians. This was.a six and a half week issue that never got resolved by ***** . I had tried many times calling ***** expressing that this issue needs to be resolved. I even got the a factory Representative **** ******* ************ involved. His answer to me was let’s try a fourth computer board . I said no I’m not waiting another week longer . I said this is insanity. And I was going to buy a new boiler from **********’s. No one in this company seemed to care enough about my family living in third world country conditions. Boiling water in a stock pot carrying it up stairs just to take a bath. I missed many days of work for **********’s to try to repair this boiler. My wife takes care of our three year old grandson during the daytime. There was no way that I could afford to stay in a hotel for six and a half weeks . **********’s even had their guy come to my house on a Saturday in hopes of getting my heat and water to work .

  Business response

  05/16/2023

  The ***** *** boiler has a Limited Ten-year warranty, the first year covers all parts, the second through tenth year covers the heat exchanger only. As a good will gesture ECR In many cases extends the first-year warranty to cover parts for an additional year. Being that Mr. *********'s boiler was approximately six years old, the extent of our assistance at this time would be Technical Support via our toll-free technical hotline or if deemed necessary on-site assistance via ECR's Field Technical Consultant. The support via our technical hotline is a free service provided to our customers for the life of their boilers. 

  If Mr. *********'s service provider would like further assistance, please have them contact our Service Manager, Dave, at ************.

  Customer response

  05/19/2023

  I disagree with the response. Having **********’s out here 6 or 7 times and them attempting to work with *****s technical support and also Dean W****** no solution ever occurred. They kept wanting to send a new computer board to rectify the problem. After the 3rd one and we had the same outcome we no longer agreed with that solution. Other parts were sent in the interim but that never fixed the unit either.  Each part that was sent took at least one week to get here even with **********’s paying for express shipping. That’s way to long when we are only one state away. The last time Dean insisted on sending a 4th computer board he stated he would over night it and I waited 2 days with no delivery and when I attempted to reach him and left a voicemail I never got a response. I then attempted to call Dean again and I couldn’t get through. After almost 7 weeks with no heat or hot water we were left with no choice but to purchase another unit. We feel that the fact that we went with no heat or hot water from mid February through March and no other solution was presented this new unit should be covered by ECR International. Furthermore, I was with the **********’s technician every time he was here and I lost 6 or 7 days of work myself. 

  
  
  
  
  

  
  

  Business response

  05/22/2023

  We are sorry to hear the boiler has been replaced. We would have been happy to continue providing assistance to the service provider. The extent of assistance provided for a six-year-old boiler is as previously described, via phone support and/or on-site assistance. Providing reimbursement for a competitive product is not covered under the boiler warranty nor is it something covered under a good-will policy. 

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Thursday, Nov. 3rd, the ******* ***** ******** *** ******* ******* had come in to check my **** heater/hot water system because my hot water was inconsistent. When the plumber Luke came to repair the machine, he reported to me that the filtration valve broke and flooded the control panel and the furnace itself, causing the machine to make strange and alarming noises, so he shut the system down. Luke reported to me that the break of the value was due to a faulty machine vs. any negligence on his part. I currently am in the process of installing a new furnace (not a ****) because the plumber recommended that the ****** were not reliable machines. When I moved into my house 4 years ago, the **** was new. I did not install it myself; it came new when I bought the house. I do not know if there was a warranty, but I can't imagine that a new heating system should be this poorly working only after years. I had sporadic trouble with the machine last year as well, needed to call the plumber over 4 times because my heat was inconsistent.

  Business response

  11/18/2022

  We were contacted by the home owner, presumably ****** ******, on November 4th, 2022. The caller made reference to a ******* ********** *****, as our customer service representative explain we are not aware of a ******* ********** ***** on the **** boiler. We had asked the caller to have their boiler service person contact our technical service department, I am not able to confirm if that happened. If it hasn't that would be the best option, our Technical Support folks can help diagnose what can be done to repair the boiler. Our recommendation would be to repair the boiler rather than replace it. If needed we can dispatch a technician to provide on-site support for the boiler service person. 

  Business response

  11/22/2022

  We will reach out to ******* ***** P & H this afternoon. One we've had a chance to talk we will ask ******* to provide the customer with an update.  

  Customer response

  11/25/2022

  Better Business Bureau:  Thank you for reaching out to ******* ***** ********!  I appreciate it very much! Please keep me posted once you have spoken to them.    Regards,  ****** *******

• Initial Complaint

  11/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  May 25, 2022 I hired ****** **** *********** Inc. to install a ******* DWB series tankless boiler in my condo. Since that date I called ****** **** *********l nine (9) times to my condo to service the ******* tankless boiler. The last date of service requested September 1. 2022. Three of the nine times the ****** **** ********** installer(s) came to make adjustments &/or add on additional equipment, all failed to resolve the problems. I sent multiple Emails to ECR, no acknowledgement. Six of the nine times a representative(s) from ****** **** came to my condo and received support (on the phone) from ECR International Inc. manufacturer of the ******* DWB series Gas Fired Hot Water Boiler; model ******** serial #**********; the problems still exist. Inconsistent water temperature in a shower (15 minutes of: ice cold water then hot to ice cold) then hot water is off in my condo for 1 to 2 hours, hot water only consistent in a.m. hours, thermostat is not in sync with the boiler. The boiler runs from 11 pm until 3 am every night. I hired another HVAC company to get a 2nd opinion (will submit report when requested) regarding boiler issues. ECR Internation Inc. has not made any effort to contact me to resolve the issues with their boiler. As of today, I am WITHOUT HEAT!!

  Business response

  12/01/2022

  My apologizes, I don’t recall discussing this nor do I have a BBB report on file. I do however have communications with Ms. ********* on file. On July 29th we received an email, we reached out to Ms. *********’s  service company and I responded to the email the next morning. Please see copy of those emails attached. When speaking to Ms. *********’s boiler service person we learned the boiler was improperly connected to the Chimney during installation causing intermittent boiler operation. It was our understanding the service person made that repair and it corrected the issues with inconsistent water temperatures in the shower. I now see from the complaint Ms. ********* was without heat, on the surface this would appear to be unrelated to shower water temperatures.   If Ms. ********* continues to have problems with her boiler I’m confident we can work with the boiler service person to identify the root cause and correct it. In her complaint Ms. ********* makes reference to a report from the second service company, please have her provide us that report.     Peter D***** Director of Technical Affairs ECR International

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August of 2019 we had a new Utica boiler installed by a licensed plumber. The start of the 3rd heating season there was a leak from under the boiler. I contacted the plumber who installed the unit and he discovered a leak, patched it and contacted Utica about warranty. The plumber told me I had to contact another company to install the boiler block. The estimate came in at $1000 less than the brand new unit and there was no guarantee on the block and if I would get a refund for the block. I contacted Utica and waiting for a reply.

  Business response

  03/30/2022

  Mr. ****** originally reached out to our Customer Service department on March 15th, 2022. At that time it was explained the Limited Warranty would provide a replacement Heat Exchanger for his Utica boiler model PEG 150. Since receipt of your letter we have subsequently reached out to Mr. ****** in an effort to expedite the warranty process. To provide additional support we have arranged a meeting at his residence on Thursday March 31st. Our Filed Representative along with our independent sales representative will examine the boiler and heating system and make recommendations regarding the warranty replacement of the heat exchanger. 
  

  Peter D*****

  Technical Affairs Manager

  ECR International

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