Complaints

This profile includes complaints for Burnham Holdings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Burnham Holdings, Inc.

  PO Box 3245 1241 Harrisburg Pike Lancaster, PA 17604-3245

• 

  Burnham Holdings, Inc.

  PO Box 3939 Lancaster, PA 17604-3939

• 

  Burnham Holdings, Inc.

  1241 Harrisburg Ave Lancaster, PA 17603-2515

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a combi k2 boiler from them five and a half years ago a d had to replace the boiler. Called the company several times terrible customer service would not help. I had to get a nother boiler for REMOVEDdollars. The burnham boiler rusted out and should last from 15 to 20 years. I would like any type of recouping for the REMOVEDdollars for the install and boiler cost five years ago.

  Business Response

  Date: 03/05/2025

  Burnham Holdings, Inc. does not manufacture, install, or service boilers or any type of HVAC equipment.  

  REMOVEDnamed the boiler model as a Combi K2.  This boiler model is manufactured by U.S. Boiler Company LLC., ("US Boiler").

  After reaching out to US Boiler, they requested that the following response be forwarded to the BBB:

  "Thank you for contacting U.S. Boiler. We reviewed the complaint and have record of replacing part #REMOVED-01 via warranty claim on 12/17/19 for K2WTC-180B-6T02 on serial #REMOVED. 
  
  On 2/26/25 we received a call to customer service from Mr. REMOVEDrequesting a parts and labor reimbursement.  We have no record of the issue and were not provided the opportunity to correct the problem.  Mr. REMOVEDalso stated that he replaced the US Boiler product with a competitors product before contacting US Boiler customer service. In turn, US REMOVEDis not responsible for charges resulting from the purchase of another product.
  
  Regards,
  REMOVED
  
  REMOVEDMitchell 
  Vice President - HSSC - Wholesale Product Sales"
  

  Customer Answer

  Date: 03/21/2025

  Hello we spoke a week ago about the response from burnham company in REMOVED. I know they refused to refund me any money fir there faulty boiler. But I think it is I except able.  They have several unfair trade practices with customers and I would like the better business bureo to send a nother letter to the vp of sales to tell them there very unfair and need to do a better job on helping out customers.

  I put in a complaint for REMOVEDin REMOVEDpa on not helping or refunding me on a heating system that I purchased from them five and a half years ago. This unit does not work anymore and they refuse to help me.

  Business Response

  Date: 03/24/2025

  Burnham Holdings, Inc. does not manufacture, install, or service boilers.

  
  REMOVEDnamed the boiler model as a Combi K2. This boiler model is manufactured by U.S. Boiler Company LLC., ("US Boiler").
  We reached out to US Boiler again and they had the following response.

  "Thank you for contacting U.S. Boiler. We reviewed the complaint regarding K2WTC-180B-6T02 on serial #REMOVED.
  
  US Boiler was not provided the opportunity to correct the issue before the K2 boiler was replaced by another companys product.  In turn, US Boiler is not responsible for product or labor charges resulting from the purchase of another product."
  
  
  
  REMOVEDMitchell 
  Vice President - HSSC - Wholesale Product Sales
  
  REMOVED
  p: REMOVED | m: REMOVED 
  e: REMOVED 
  
  
  

  Customer Answer

  Date: 03/28/2025

  Complaint: 23006168
  
  I am rejecting this response because:
  

  This is my reply to you and the Burnham boiler company : I disagree with his response.  We have  had several conversations with your techs and your office from burnham and my plumbing company has had lengthy conversations with your tecks. I pleaded with them for help but burnham just said sorry five years is up ..  I asked for a replacement they said no. So it was 14 degrees in REMOVEDno heat no hot water . I was afraid of my pipes freezing . I had to replace  the heating system right away. I was recommended from the plumbing company it was a lemon heating system. I have the old system in my basement. The heat exchanger was not working and the triple valve was rusted. I have had this system for five and a half years. I had to bring in a water heater portable because the heat exchanger would not work. . I would like burnham to help me in some reimbursement of the combi unit. The heat exchanger is still under warranty but the customer service and REMOVEDtecks still would not help me. I can provide you with reports that this system had a lot of issues. Any type of repubable company would stand behind there products and any one from burnham can come to my house and see the old unit and its condition .. 
  Sent from my iPhone I am available to discuss these isuues REMOVED. REMOVED.  
  
  Regards,
  
  REMOVED
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Burnham 80LT Indirect Water Heater. 1/2/24.Warranty Not Honored.TPI Thermostat burned out in less than 2 months.3 calls to customer service. 3 different REMOVEDcall: Was told to call distributor and have contractor call Burnham. Distributor said Burnham should have trouble shooted issue and given me a claim number. No response to contractor call.2nd call: Was told again to call distributor, and have contractor call distributor as well. Refused to give claim number or trouble shoot.. 3rd call: Was told we don't do warrantys and hung up. Contractor was told by Burnham "Not installed by a professional, voids the warranty." No it does not void the warranty. Maybe Burnham should read it.WARRANTY 10-2-1 Explicty states under EXCLUSIONS and LIMITATIONS: As long as the Boiler was installed correctly according to the installation manual, which it was, the warranty is valid for up to 10 years.

  Business Response

  Date: 06/28/2024

  Thank you for your message.  Please response with the serial number of the water heater and advise if the part was replaced or is need.

  Customer Answer

  Date: 06/28/2024

  Thanks for responding. Since we were unable to go without hot water for an extended period of time, a replacement was ordered from Supply House (Invoice Attached). Supply House has indicated that if a claim number is provided to them, a refund will be issued. Serial Number REMOVED. 

  Customer Answer

  Date: 07/02/2024

  I was provided, via e mail, with a release for my signature to formalize a re imbursement agreement from a REMOVEDRisk Manager Burnham Holdings, REMOVEDNo address was provided to send this agreement, since it needs to be notarized. The e mail address provided came back as undeliverable. 

  Customer Answer

  Date: 07/05/2024

  Thank you so much for your assistance in this matter. I am glad to report that this matter has been resolved and this case can be closed.
  

  
  

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/6/14 Bought Burnham Boiler.12/6/22 Fire Dept came to home due to "lethal levels of carbon monoxide" measuring 253 PPM, directly from 8 year old Burnham (which is serviced yearly).12/7/22 Two separate contractors look at boiler & both said needs to be replaced due to hole in iron block (neither had ever seen on 8yr boiler). Both said it's a defect. Called a REMOVEDboiler inspector- he never heard of 8yr boiler w this problem. 12/7/22 to 12/9/22 Spoke daily w REMOVEDat Burnham, assured me supervisor would reach out very soon due to carbon monoxide issue, & she emailed info to super & REMOVED. I never received response from anyone for 5 days. She also gave me number for dist. REMOVED. REMOVEDspoke to manger REMOVED. He said dealing w carbon monoxide issue need to speak w REMOVED. I called & left him a msg.12/12/22 REMOVEDreturned call asked for pictures. 12/13/22 REMOVEDTexted me issue is w high chloride H2O in NY. He said if I had replaced it w Burnham they may have helped me. I called him explained that my family had been removed from house w no heat & that I had been speaking w people at Burnham/REMOVED. REMOVEDfor days & at no time did anyone tell me this. He blamed my contractor for not replacing w Burnham- my contractor was trying to get us back in house after 3 days with no heat & keep pipes from freezing- used what he could get REMOVEDhad still not responded. I spoke w REMOVEDagain that REMOVEDsaid should be glad to get 8-9 years out of a Burnham.12/22/22 Spoke with VP REMOVED. He repeated all that REMOVEDsaid. He later left voice message after I asked about carbon monoxide & said "...I have no idea haven't seen any of the pictures or know what's there..."1/3/23 REMOVEDsays it's H2O chloride problem in NY, MA, and MD cities. Blamed my contractor again. REMOVEDlaughed out loud at me on speaker w my wife when I said my family could have all died from carbon monoxide levels. Sent me attorney info. Zero accountability or care.

  Business Response

  Date: 01/11/2023

  Dear REMOVED:
  
  Although no identification of the boilers model or serial number is mentioned in REMOVEDcomplaint, I believe after doing some research that the boiler involved in this matter was manufactured by US Boiler Company LLC.  The identifying serial number of this boiler is REMOVED.  This office handles all insurance and legal matters for U. S.Boiler Company, LLC (U.S. Boiler), a wholly owned subsidiary of Burnham Holdings, Inc.
  
  The above-mentioned boiler is used in a steam application .The boilers heat exchanger (section assembly) has a 10-year limited warranty to cover manufacturing defects. All other components have a one-year limited warranty. The warranty is only valid to the original owner at the original place of installation. The warranty also states the owner is responsible for the cost of removing and reinstalling the defective part or its replacement and all labor and material connected therewith.
  
  U. S. Boiler refutes REMOVEDportrayal of the events in question. Safety and quality are priorities to the Burnham family of brands. According to the information provided in this complaint, the cause of this boilers premature failure is due to corrosion. Oxygen corrosion/erosion occurs when excess amounts of make-up water are added to a steam system. This make-up water carries dissolved oxygen and sodium chloride which attacks the cast iron and can ruin the cast iron sectional assembly. This type of failure is not uncommon with modern boilers installed in old steam systems. This is not a manufacturing defect and therefore is not covered under warranty. 
  
  If you have questions or need further explanation of the information described above, please feel free to contact me at REMOVED. I can also be reached via email at REMOVED@burnhamholdings.com.
  

  Sincerely,
  
  REMOVED
  Risk Manager
  Burnham Holdings, Inc, 
  Office REMOVED
  

  Customer Answer

  Date: 01/12/2023

  [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: REMOVED
  
  I am rejecting this response because:This is the same form response that REMOVEDhas responded with to all similar complaints with Burnham boilers.  Her refuting my claims, in actuality prove this company's lack of care or concern for their customers as true- as I have fire department paper work showing the lethal levels of carbon monoxide that was detected coming form the Burnham boiler- which REMOVEDactually states here they know is a common occurrence of these boilers rusting out in less than 10 years (however she still does not acknowledge the real human safety concern of carbon monoxide poisoning and serious sickness or death- and I'm sure for very good reason that detail continues to be left out in all conversations). I also had the REMOVEDof the company on speaker phone with witnesses listening when he laughed at me for saying that my family could have all died from the level of carbon monoxides in our house, when the fire department had my wife go wake up our children and remove them from the house.  I have also read in these complaints that some people have water filtration systems for all water coming into their home and still had this defect with their Burnham boiler.  My contractor forced me to keep the defective boiler in my garage for Burnham to come inspect, as their warranty states they will, and they never took that step.  They have used the same pre-determined "bad water in the entire north east" excuse and same form response, to answer all complaints in this area.  The new boiler my contractor installed has a 10 year warranty on the cast iron block, which is the exact part that has a hole in it on my 9 year old Burnahm boiler- that 3 contractors that looked at and said they had never seen on such a new boiler in their entire careers of working in this area with the same water.  We will now have to discuss further options with our attorney and use our social media outlets to hopefully save others on money, time and frustration in dealing with this companies "higher ups", and more importantly possibly save lives!   REMOVEDPLEASE BEWARE IF PURCHASING THROUGH THIS COMPANY- US BOILERS, BURNHAM BOILER-  CARBON MONOXIDE SAFETY HAZARD!!!
  
  Regards,
  
  REMOVED