Lancaster, United States
2920 Old Tree Dr
N/A
+1 7173974701
My old boiler stopped working, I purchased a K2 150a which is a boiler set up for Natural Gas. There is nothing in the manual that says a conversion kit is needed to switch to propane. on Thursday 4/20/20 I called Burnham and pressed 1 to speak to a homeowner rep. The women who answered was far from professional. Her attitude was horrible. She sounded like I had to be crazy for even calling. I explained that I would like to speak to a rep so I could confirm if my unit needed an LP conversion kit. She said yes absolutely it needs a kit. The only kit available was 3 hours away or I would have to wait for it to get delivered. So I drove and picked up. 6 hours in the car. Once I got the kit home the next day (Friday) we removed the blower assembly we quickly realized that there was no way to attach the converter kit. So naturally I figure I got the wrong kit and battle with the supplier for the rest of the day. On Monday 4/27/20 I called the Burham # again and I got that same women. I asked if she was a tech? Nope and she said techs don't speak to homeowners. After explaining my situation she transferred me to a tech who told me that there is no need for a kit and that there are misprints in the manual. The tech was a true professional. The women who answers the phone is a complete waste and shouldn't be representing any company. I would have given 5 stars if I would have spoke to the Tech (Ron) in the first place.
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Our old boiler was about 70 years and worked great but wasn’t efficient and the chamber was collapsing so we had to replace it. We now have a Burnham boiler and it so load it actually wakes us up at night. We’ve had the guys back to see if they could fix it but we where told sorry that’s normal. You couldn’t even tell our old furnace was running unless you where down stair in the room with it. I’m paused off that the company that installed it didn’t say something before putting it in and the manufacturers she also say something! So do your research before buy a boiler!!!!
This review is really in reference to the warranty claims department and process rather than an overall review of the quality of the product itself. I purchased a new hot water boiler in 2014. In December 2017 we started having issues with the damper opening automatically. Ultimately we figured out that it was a faulty control board on the boiler causing this. We replaced it at our own expense even though it was fully covered under the terms of the warranty and subsequently submitted a claim. This is where the fun began. After not hearing from the company after a few months I called and was told there was no record of my warranty submission. I begrudgingly resubmitted my paperwork and was told that it could take up to a year because of their back log!!!! After repeated phone calls and being bounced between various people I was given the contact info of the person who handled these claims; let's just say her name rhymes with \Randy\. I was never able to get in touch with her and for all I know my claim has fallen into oblivion almost 2 years after this saga began. I cannot in good faith ever use or recommend anyone use this company's products if this is the level of support one can expect. So I thought it was fair to add an addendum to this review since the issue has finally been resolved to my satisfaction. After seeing the original review, I was put in touch with a representative named Chris. After some investigation, he found that the particular part was beyond the warranty period (which was never communicated to me during the original round of communication). As a courtesy, US Boiler did reimburse me for the cost of the part since. Thanks again to Chris for his work in resolving this matter.
HOMEOWNERS BEWARE - U.S. Boiler company refuses to give homeowners manuals and part information to fix their own systems. According to their customer service it is their policy that homeowners must go through a plumber or third party even to get a part number. I needed to replace the coin vent which is a DIY job - this company wants to force you to pay a third party to do any work no matter how small on their system. The customer service rep was yelling at me on the phone trying to blame the distributor I went to for not calling them. She refused to help me.
Nice staff in receiving . nice and quite fastest unloading. Easy direction for truck driver .
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