ComplaintsforClyde S. Walton, Incorporated

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/15/2018: New boiler installed by Walton; new exhaust fixture exits basement in a location hidden behind large rhododendron plant alongside of house.Spring 2022: Discovered damage to wood siding and metal downspout that has occurred from heat of exhaust; damage to siding extends approximately 3-4 feet to left, right and top of exhaust fixture where paint is clearly discolored/faded/gone on siding and downspout.5/5/2022: called Walton; spoke to "E"; emailed pictures of damage; on same call I renewed service contract that includes "priority service".5/26/2022: called Walton again; asked "E" for status update; he said someone would call me soon.6/10/2022: called Walton again; asked to speak to a manager; "J" who is Service / Operations Manager indicated he would look at my file and get back to me.7/11/2022: called Walton again and spoke to "J" again; he said he would send someone out the next day to look at my house.7/12/2022: "T", the supervisor of new installations, arrived at my house; he examined outside damage and then came into house to inspect where exhaust pipe from boiler exits the basement; he indicated they could change the exterior exhaust hood to blow downward and away from the house at an angle.7/19/2022: called Walton again for status update; spoke to "J" again who said he would speak to "T" and get back to me.7/21/2022: called Walton again and asked to speak to "J"'s boss; was told next step above "J" was "C", one of the owners; he told me "C" was currently in a meeting and would call me back the following Monday (this was a Thursday).Two more months have passed since and nobody has contacted me. After more than four months and seven calls to every level within the company, I must conclude Walton has no intention of correcting either their faulty installation or the damage which they have caused to my house.

  Customer response

  10/27/2022

  As of 10/26/2022, I have not heard from the business regarding my complaint.

  Business response

  11/30/2022

  Hi ****,
  
  Please find our response below to *********************** Complaint ********. Thank you!
  
  **************, We would first like to thank you for choosing Clyde S. Walton, Inc for your boiler installation. We are truly sorry to hear that your experience was anything other than satisfactory. We take great pride in ensuring that our customers and the community we serve feel good about doing business with us here locally. To address your concern with the siding, our records indicate that we never performed work on the outside of your home. We did install new venting from the boiler, but that was connected to your existing termination. Since the damage was hidden behind the rhododendron and was only discovered several years later, there is no way of knowing that the damage started as a result of this installation or previous boilers. If you have any questions or would like to discuss the matter further, please don't hesitate to call our office.
  
  Nicole G********* | Director of Sales & Marketing
  
  Office: ************ | Direct: ************ | Fax: ************
  
  Clyde S. Walton, Inc. | ********************************; | ************* | Lansdale, PA *****
  
  ************************************ | www.WaltonInc.com

  Customer response

  12/21/2022

  I cannot currently prove that the installation performed by Walton caused the damage to the exterior of my house.  However, I disagree that there is no way to determine whether the damage was caused by their installation or a previous installation.  Therefore, I am willing to pay for the repainting of the siding and drainpipe for the time being.  I will accept the response from Walton regarding this complaint if they are willing to agree that, if the problem recurs, it is the fault of their installation and they will reimburse me for both the cost of the repairs I will incur now as well as the cost of any future repairs related to this issue, including correcting the problem with the exhaust from the boiler as well as the cost of repainting yet again the siding and drain pipe, as needed.  Given the pride they claim to take in ensuring customer satisfaction, I expect they will find this agreeable.
  
  Thank you for your assistance.
  
  Sincerely,
  ****** *****

  Business response

  12/21/2022

  Good morning and thank you for your response.  We are unwilling to make any remedies at any point on this installation at no charge.  We delivered exactly what was proposed in the quote.  We hooked up to the existing venting per our proposal.  We have provided an estimate (at cost) to remedy the venting concerns.  If you wish to pay for the new venting we will install the new z-vent.  However, we will make no repairs or reparations at no charge.  

  Thanks,

  Chris W*****

  Customer response

  01/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response for two reasons: (a) delivering exactly what was proposed in your quote does not absolve you of responsibility for damage inflicted by an incorrect installation. It was your company's responsibility to know and ensure that your installation would not destroy or damage my house.  (b) I have not received an estimate or communication of any kind offering to correct the exhaust problem with the boiler in the eight months that I have been seeking your company's help with this issue.
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Walton's initially completed work removing our oil heater tank (due to tank leaking) for $786. They then offered to install a new heater for us as well. They wrote a contract for $2,929 that included the removal (which was already completed), and installation of the new tank. "Includes removing the existing basement oil tank and piping (Work performed 8/19/21)" per the contract. We paid the full balance required on the contract, but we still had a balance on the account of $786. When I called Walton's back they mentioned that they forgot to remove the clause that mentioned including the removal of the tank. So they said the $786 was still required to be paid. If this was the only issue we had with them, we would have been more understanding. But Walton's also completes our yearly inspection on our oil tank, and it was recently completed within the year, and they never told us our tank was leaking or even if it could have potential for leaks. When they removed our tank, we saw that the tank was rusted throughout the bottom and sides. This leads us to believe that the inspector either did not inspect the tank at all at the annual service appointment or did not inspect thoroughly. Additionally, when Walton's was removing our tank, they tore apart the framing where the tank was stored at our house, and they did not fix it, nor did they provide any discount or funds to have it fixed. I had tried to come to a resolution with them for something mutually acceptable (paying 50% of the $786 if they gave us a 50% discount on the service plan). But they purposely never responded. I tried emailing them 2 more times over the course of a month, but was met with no response. I explained the situation with Chris W***** and he said he would get back to me, and he also never did. A month later he calls me (today) and said the balance needs to be paid by Friday or legal action will be taken. I have exhausted all my means of communication and do not know where to go from here.

  Business response

  07/07/2022

  Please find my response to ****************!  He vented on several social media channels and posted a 1 star review to our account.  They have been treated very fairly and only got upset when I called for payment.  If you need further explanation, please call me. 
  
  *****, We are truly sorry that the experience did not live up to your expectations. We take great pride in ensuring that our customers and the community we serve feel good about doing business with us here locally. To shed a bit of light, on 8/19/21 at 12:30pm a phone call was received by our office stating, there was a slight smell of oil coming from under your stairs at the location of the oil tank. During that call you mentioned that you had started smelling the oil 2 to 3 weeks prior to the call. Due to the severity of the situation, our experienced service team quickly went to work to pump out 130 gallons of oil and removed the leaking tank, averting what could have been a disaster. We also set you up on a temporary fuel source and restored your hot water that same afternoon. As is customary with any service business, an invoice was promptly mailed out for the services performed and a proposal was generated for the oil tank replacement. The proposal was accepted and the tank was replaced approximately 10 days later. Again, an invoice was mailed for the installation. Upon receipt of the second invoice you questioned whether both invoices were due and we explained to you that the installation cost had already been discounted since we previously removed the tank during our first service visit. However, even after clarification you failed to make payment and after 7 months, 7 past due notices and 3 phones calls we had to make an ultimatum for payment. If you have any questions or would like to discuss these events in more detail, please dont hesitate to call our office. 
  
  Thanks,
  
  Chris W*****
  
  Office: ************ | Direct: ************ | Fax: ************
  
  Clyde S. Walton, Inc. | *** ** ***** **.  | P.O. Box **** | Lansdale, PA *****
  
  ****************@waltoninc.com  | www.WaltonInc.com

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