I am here to complain that E-Z Rect manufacturing ***** DBA ****** *********** *** did not honor the 10 year warranty for the boiler we purchased and installed it for less than 6 years. I am writing to address a warranty claim for the ******** ** *** *S boiler that was purchased by my plumber, ***, on June 3, 2017, from the distributor ***************************** (****************************************) and subsequently installed at my residence in *********. The specific model of the boiler is *************, with the serial number *************. At the time of installation, *** informed me that the boiler carried a 10-year warranty, but he also mentioned that it typically lasts around 15 years. Based on his expertise and the fact that my previous boiler, of the same brand, had lasted over 20 years, I trusted both the plumber and the quality of the boiler.For the first five years, the boiler operated smoothly, and we diligently performed regular maintenance to ensure its proper functioning. Unfortunately, on April 22, 2023, the boiler suddenly ceased to operate. I promptly contacted a plumber who discovered a water leak within the boiler. According to the plumber, the leak was irreparable and covered under the 10-year warranty.I reached out to ***, the original plumber, who informed me that the warranty should cover the issue and suggested contacting the distributor for a warranty claim. Following his advice, on April 23, 2023, I personally visited ******* ********************* and reported the problem with the boiler. They requested a copy of the invoice and asked me to provide them with a picture of the faulty boiler. I promptly fulfilled their requirements by sending the requested picture to *****, their representative. *****, in turn, communicated the situation to *******************, who is responsible for warranty claim at ****** ***********. I was then instructed to uninstall the boiler and deliver it to ****** ***********'s location in North *********.Acting upon ******************* instructions, on April 27, 2023, I hired a plumber to assist with the uninstallation of the boiler, and together we delivered it to the ****** *********** company in anticipation of receiving a replacement.However, on May 3, 2023, I received a call from *******************, informing me that a new boiler could not be provided due to corrosion within the heat exchanger, which falls outside the scope of the warranty. Subsequently, he emailed me the warranty policy.I would like to highlight a few important points. Firstly, the boiler failed after less than six years of usage, despite the warranty period being ten years. Secondly, during the six years of operation, we diligently followed proper usage guidelines and never engaged in any improper or negligent behavior that could have contributed to the malfunction. Thirdly, neither the plumber nor the manufacturer explicitly mentioned, either verbally or in writing, that the warranty would be voided if the boiler was used in conjunction with a radiant floor system featuring ****** pipes, prior to our purchase and installation of the boiler.As a customer, I find it unjust that we are facing this situation despite having done nothing wrong. In light of these circumstances, I strongly request either a replacement boiler or the repair of the non-functional heat exchanger. I contacted with ******************* by phone and emails for this issue. But his response is same . The heat extranger failed because of corrosion. They do not cover it .Obviously the company tried to find any excuse to void the warranty coverage and they do not stand behind their products and no care of customers.I hope BBB help me to deal with ****** *********** *** about this warranty claim issue to reach a fair and equitable solution.To support my warranty claim, I have enclosed copies of relevant documents, including the invoice, the model and serial numbers on the label, a picture of the faulty boiler and ****'s email.
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