Complaints

• Initial Complaint

  14/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had bought a Central Pellet boiler at a discounted price from Straight Line Plumbing and Mechanical in Hearst on October 20, 2021. It was an older stove that was ordered by someone else and was never picked up. Originally he was going to deliver it. But it was so cold and we had just had a baby, so we drove the 3 hours to get it with our 2 week old baby. We could not wait any longer, it was just too cold. We did not check that all of the parts were included, nor did the owner of SLP&M. We brought it home and installed it and noticed that the stove pipe was missing along with the latch for the door at the bottom of the chimney for clean out purposes. We could not get the stove to run properly and got support from the manufacturer, the motor that opened the latch to drop pellets in was put on backwards. We remedied that via support emails with the manufacturer. Because of that our igniter had burnt itself out trying to ignite pellets that weren’t there. The manufacturer had told us that warranty claims had to go through the dealer - SLP&M. We have contacted them via phone and email well over 100 times over the last 11 months. Along with the manufacturer for assistance. Winter is coming again and our missing parts have not been delivered and our warranty claim not filed. We wish him to deliver to us what we paid for and to put in our warranty claim for a new igniter.

  Business response

  05/10/2022

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

   

  I'm responding to this situation as well as I can.

  Misses ****'s husband got in touch with me to ask about pellet boiler prices. I typically inform current and potential customers that the boiler I offer is not intended to serve as a home's primary source of heat. I am therefore shocked that they claim to have been cold and to have been waiting for this boiler to heat them.

  
  

  Additionally, it is true that this boiler was previously ordered by a customer, and at the price I was asking for the boiler, it was being sold "as is." Straight Line suffered a significant loss when the boiler was sold since I only received 50% of what I had paid for it.
  

  
  

  I wanted to bring it to my shop to inspect the boiler and to be there to load it with him because we are not always at the office; due to a lack of manpower, we frequently have to be on job sites to help our employees. I had requested him to give me a lead time on when he was going to pick it up.

  
  

  He never informed me in advance of the day he would be picking up the boiler from my shop. When the customer from Wawa arrived at the driveway to take up the boiler, the lady (*****) at my shop called to let me know. I quickly drove to my shop to explain to him how the boiler worked at this point because I had never had the chance before,
  

  to bring it into my shop so I may examine it. He took the duty to tie the unit off on his trailer by himself and informed me everything was fine to go because he was in such a hurry to get home and I had to return to the work environment on other sites.
  

  
  

  Was the boiler adequately secured on the trailer after that? were the chimney lost on the way to Wawa? because the chimneys are beneath the boiler.

  
  

  I contacted the manufacturer after speaking with the owner of the boiler, and from our talk, I inferred that they had sent the parts to the owner. And today is where we are.
  

  
  

  I'm happy to get in touch with the manufacturer once more to get the warranty parts, but I can't promise that they'll arrive quickly given the difficulties that everyone is experiencing as a result of COVID.
  

  
  

  With all respects

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

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