ComplaintsforBurant Heating & Air Conditioning LLC

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Burant HVAC installed a boiler in my home on 2/8/23. Since the day after install, I have on multiple occasions called the contractor to report performance and poor air quality concerns. They came out allegedly analyzing and making adjustments if needed. Repeated subsequent complaints about air quality even after multiple visits. Burant took aggressive stand that their work was good and equipment good. This continued despite my calls and despite air quality monitors in my home indicating high VOC CO2 levels. I hired an independent reputable HVAC contractor to do assessment. Independent contractor found boiler performance poor. He documented CO(carbon monoxide) levels above specs and high CO2. He also found 3 leaks in PVC exhaust pipes extending from the boiler and stated removal and redoing pipes. Unsafe environment that has been created. Also a question if all proper permits were pulled for that job. I dont trust competency of them coming out again to my home. Why should I think they can get it right this time? Fearful of more errors and egregious that I am been subjected to a situation that is compromising my personal health and safety. The focus can not be just sales and installation, honestly and integrity in service is paramount. Peoples lives depend on it. Failed city inspection, waited until notice to stop work before respectful enough to respond to city inspection.DO NOT HAVE USE THIS COMPANY .

  

  Business response

  03/31/2023

  We did install a boiler on 02-08-2023. Boiler passed all inspections and at the time of inspection customer asked that the *** pipes would be extended (not a violation) which we extended within a week. Customer has asked about installation and operation which we have checked out several times to find boiler in good working order and safe. We have several times offered to have the manufacture come out and verify to the customer that boiler is install to MFG specs. Customer is declining to let manufacture to come to the home. 

   

  At this point customer has a boiler installed to MFG specs and to local building codes. 

  Customer response

  04/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear.

  The contractors response was incorrect and is not a correct overview of what happened.

  There were at a minimum of 4-5 service calls subsequent to boiler installation regarding air quality and water pressure issues. Burant technician stated the equipment is good as was there work. Still having problems (see pic of air quality monitor), I initiated a call to city boiler inspection, inspection failed (see city notice), I paid for it separate independent contractor inspection (see invoice attached), major installation problems and safety concerns. I initiated contact with manufacturers not contractors (see letter attached).

   I no longer feel safe or have confidence in Burant doing work in my home. I am asking at the least that my review be posted. BBB serves as a platform for consumers to use as a resource and source of protection in gathering information about reputable companies to make informed decisions in conducting business
  
  Regards,
  
  *****************************

  

  Business response

  04/03/2023

  We have tried to work with the customer on solving all concerns she has. All setting on boiler were set to MFG specs and if settings are off after our initial settings it becomes a warranty call not a craftsmanship concern. We have offered and still do offer the Manufacture come out with us and put all extra concerns that the customer may have to rest. 
  she has a great boiler with a great contractor to work with. 

  Customer response

  04/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer.
  
  I can NOT attest to the quality of the boiler that was installed as it has never performed satisfactorily. The integral operation of the product is only as good as craftsmanship put into it. I wont generalize, I can only attest to the quality of work that was performed at my home. It is grossly substandard and a safety concern. I dont need to go back and forth with this issue. I dont want to create or be made to feel like this is becoming an adversarial situation. I just firmly know that the level of expertise and workmanship was absolutely not performed at my home. My concerns have for the most part been handled in a way to make me feel dismissed and my concerns were my imagination. Really sad and unprofessional that ***************************** waited until things escalated to this point, to offer intervention. Burant has demonstrated poor business practices in the way that Owner, **** Burant has been non-communicative until now knowing early on that this is a sensitive issue. After so many attempts to be heard and have problems resolved, I am within every right to not have confidence that Burant HVAC can or will work in my best health and interest.
  

  Regards,

  
  *****************************

  

  Business response

  04/03/2023

  My management team has answered every question and made every attempt to satisfy the customer. Craftsmanship is not an issue it is confidence in the boiler. We have offered to bring in the manufacture several times and the customer is refusing. The boiler has been working flawlessly since the install and what we all want is the customer to be happy with the boiler she purchased and had installed. If the manufacture finds everything good they will confirm our stance and if adjustments are needed together with the manufacture those can be made.

  The boiler is installed to MFG and state code requirements and is currently not experiencing any issues with heating the house or domestic hot water. 
  

  If the customer would like to move forward with the verification of the install we will set up that appointment with the manufacture. If there is a problem with the equipment Burant Heating can make any necessary repairs, it is as of now under a parts warranty with ******* and a labor warranty with Burant Heating. 

  Customer response

  04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The boiler has never operated correctly since installation. It still has leaky pvc pipes and high VOC and CO2 readings by home monitors. Documented statement was provided of carbon monoxide levels outside of specs. The experience that Ive had with Burant is poor craftsmanship. BBB stipulation is that statements made should be accurate. This is the same improper, inaccurate, manipulative and defensive posture that Burant has continued to demonstrate since installation. This is the same back and forth rhetoric that got us to this point. A total lack of integrity and professionalism to continue to misstate facts. I have no confidence in Burant being forthright in its commitment, genuine willingness or ability to give me satisfaction. Start building confidence by being truthful. I will not continue to be bated into responding to these untruths. 
  
  Regards,
  
  *****************************

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