Complaints

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

close

Find a Location

Weil-McLain has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Weil-McLain

  500 Blaine St Michigan City, IN 46360-2387

• 

  Weil-McLain

  4390 Paletta Crt Burlington, ON L7L 5R2

• 

  Weil-McLain

  523 S New St Eden, NC 27288-3623

• 

  Weil-McLain

  999 Mcclintock Dr Ste 200 Burr Ridge, IL 60527-0824

• 

  Weil-McLain

  Michigan City, IN 46360

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:01/17/2023

  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.

  I Purchased a unit last year and it was installed at the end of the January of 2022. Unit mode; # CGA-5 PIDIN CP# *******. **** worked for couple of months then the spring came which I don't use the heat after till Fall season. I had turned on the unit and it kept turning on then shut off completely it happened few times but it was not as cold yet so I didn't pay any mind since I rest the unit every time that happened. My unit stopped working I called Weil Mclain customer service the advice me to use a contractor through their website which I did.I called ******* Heat and Plumbing which they sent a professional to my house on Friday Jan 5th 2023, he checked the unit found a leak coming from the temperature sensor itself which he said it could be a defective one which results of shutting off the flame from the water that drips on it and also made the whole Bottom of the unit *****.He stated that he will go through the company warranty to get the parts and I will end up paying for the labor.This is absolutely ridiculous since the unit was installed less than a year and Already was Damaged why would I be paying for that? I need the whole unit to be Changed

  Business Response

  Date: 01/30/2023

  Sorry to hear that you had a leak from a sensor on the unit. The contractor is correct in that the part would indeed be covered under the units limited warranty (I've attached the warranty statement.  That said, labor is not typically covered under the limited warranty, however, give the age of the unit, Weil-Mclain would assist with the labor to cover the sensor. I've attached our Warranty Review Form, if you could complete the attached *** form, and return to me at ********************************* along with an invoice for replacing the sensor, i can present it to the board and make a case to assist with the labor to replace the failed part.

  In regard to the request for a replacement boiler.  Weil-McLain warranty does not cover a replacement boiler when a sensor fails. If you feel that the rusting on the boiler is affecting the performance of the unit, you could use the *** attached to make an appeal to the board for a new boiler.  They would require pictures, but bear in mind, rusting is common on a cast iron boiler.

   

  Please let me know if there are any questions.

   

  ****

  Customer Answer

  Date: 02/01/2023

   I am rejecting this response because: I apologize but I have to reject your offer. As I stated that the unit was installed less than a year ago so I shouldn't have to pay for any labor or pay out of pocket in advance. Also I am not sure what kind of damaged had occurred during that leak. I agree with you that cast iron equipment could rust over the years but if it's due a malfunction of part which led to a leak then it's a different story. However  you can send me a contractor that you deal with to check the unit and replace the sensor first and if everything is fine, unit got fixed with no major damage to the unit after inspection nor I have to pay anything out of pocket I would accept that. Also I wouldn't be responsible for any labor if the unit have to be replaced or the control board have to be replaced as well.

  I also attached the charge from *** I would like to get reimbursed for it as well. Thank you 
  
  

  
  

  Business Response

  Date: 02/01/2023

  Attached you will find the warranty statement that came with your boiler.  As noted in paragraph E.  What Will Weil-McLain Not Do To Correct Problems?  Weil-McLain will not pay for the labor to remove any boiler, heat exchanger, or other part that is the subject of your warranty claim or to install replacements provided under this Limited Warranty. Additionally, Weil-McLain will not pay for the cost of any tools, repair materials, or travel necessary to perform the removal or installation.

   

  That said, Weil-McLain does not have Service Contractors in each state, we would recommend contacting the contractor who installed the unit as most typically guarantee their work for the first year.  If they want to file a claim, they can do so by contracting the warranty department at ************** option 4.  If they feel the control was compromised due to the sensor leak, they can file a claim for a control when they file for the sensor.  Section G on the warranty statement details - How Do I File a Claim.

   

  In regards to the labor request, please refer to the *** form, I've reattached and provided previously.  As I stated above, our labor specifically state labor is not covered, but I will review the labor requests with the board once submitted.  Also a invoice from the contractor would be required for that review.

   

  Thanks

  Customer Answer

  Date: 02/02/2023

   I am rejecting this response because: I totally understand what you have said but meanwhile my argument its based on the technician from the *** stating that the part was leaking which caused the issue of boiler not working  and bare in mind I have been without heat since the end of December with my family including elderly and kids in the house. I dont think its ok to pay for labor for a unit less than a year old since installation due to  part malfunction and not installation as you already know from your previous responses. I even agreed if youre willing to change the sensor and pay for labor with insuring no additional damage to the unit I wouldnt mind at all as long as the unit is properly functioning. But for a reason it doesnt seem that you agreed to what I have said, I have been more than flexible to accept a fair solution to that situation. I am afraid if the issue not resolved I will be willing to escalate this matter. I would like to thank you for your time and quick responses
  
  
  

  Business Response

  Date: 02/02/2023

  I offered the *** form as a means to recoup the labor to change the sensor and explained why we cannot send someone to replace the sensor, as that requires a license, and insurance, and we do not have the means to have licensed/ insured technicians across 50 states.  *** as you stated previously informed you, they could call in the warranty on the part and once done, could have picked up a replacement from a local distributor and restored function to the boiler. You have the *** form i sent previously, if you change your mind feel free to return to me.

  Customer Answer

  Date: 02/07/2023

   I am rejecting this response because:
  I totally understood that you can not send a technician/ contractor from your end as per my last message. As long as the unit get fixed thats all what I care about as mentioned as well. I am trying to resolve the situation as you are. I think I will contact *** to fix the sensor first as long as labor will be covered as you mentioned earlier. But if the unit more work then I will contact you for further solutions. Do you think that suggestion fair and reasonable? Thank you 
  
  

  Business Response

  Date: 02/07/2023

  I agree with this approach and feel that it is indeed fair.  Please forward me the invoice for the sensor repair, ********************************.

   

  Should they encounter other issues, please have them contact us through the warranty toll free number so we can address over the phone.

   

  ************** Option 4.

   

  Thanks,

  ****

  Customer Answer

  Date: 02/08/2023

   I am rejecting this response because:
  
  Hello ****,

  I know this situation is been dragging but I am trying to resolve it on my end as well. I reached out to *** and I explained that we can go ahead to fix the sensor first and take it from there. They stated that the board need to be changed also as well and they sent me an invoice with the diagnostics and also a receipt from the last time when they came over and inspected the unit. I will attach them here and please let me know what do you suggest. Thank you for understanding 

  Business Response

  Date: 02/08/2023

  If *** feels the control should be replaced as the contractor I support that decision and can provide the control via Warranty.  I think i have all the information needed from the invoices provided to enter a claim for the control and the sensor.  Do you know which Distributor the contractor uses so once the claim is entered i can assign over and *** can pick up the parts and the distributor can take the credit for the cost of the parts.

  As for the labor, I see the two invoices, 1 for labor to swap the sensor and control - $462.98 and 1 for the original service call I believe for $233.28. I can enter a check request but the reimbursement will be sent directly to you via check.

   

  ****

  Customer Answer

  Date: 02/13/2023

   I am rejecting this response because:
  
  Good Morning ****,

  I am just trying to get back to you as soon as I hear from *** it can be challenging to be the middle guy. So as far as *** they told me the parts were a special order but never told me who they were dealing with or the warehouse. As far at the receipt  yes its ****** for the original payment which I made and charged for it and for labor as far as I understand is 815 for the board and the sensor but if only the sensor ONLY it will be ****** and thats what you saw on the invoice. So if you think we should change the board and the sensor so the taxable part on the invoice I sent will be 815 plus the tax. I know you mentioned since *** stated the board and sensor needed to get change so you recommended to go by what they said. I am ok if you send me a check to my house. Just let me know how long that will take and whats the amount shown on the check. Thank you 

   

  P.S attached pictures of the damage and the leak on my unit 

  Business Response

  Date: 02/13/2023

  I've added the control to the WRGA-2023-01397 along with the sensor.  i just need to know which distributor *** is working with.  IF you want, I can call them directly.  If i know the ** I can get the parts out quicker if they are on "Special Order".  Typically, the distribuotr keeps the controls, LWCO/Sensor, and other *************, so once assigned the claim, they can provide the parts.

   

  ****

  Customer Answer

  Date: 02/14/2023

   I am rejecting this response because:
  I am not sure who are their distributor for the parts but from what I am understanding they already have the parts and all. But if you like to contact them feel free as well their information was attached to their inventory and the receipt. They only waiting for me now to call them back so I can chose an appointment so they can come and fix the unit. So if you like to call them I dont mind as long as the issue is resolved as we discussed previously. But please contact me back and let me know the outcome, thank you. 
  
  

  Business Response

  Date: 02/15/2023

  I spoke with ***** and gave her the claim number, WRGA-2023-01397, and forwarded the claim over to ******* ******** Supply so *** can take credit on the control and the Sensor.

   

  Thanks,

  ****

  Customer Answer

  Date: 02/15/2023

   I am rejecting this response because:
  
  Ok great. Thank you for contacting them. So what is the next step toward fixing the unit and replacing the parts? Please advice.

  Business Response

  Date: 02/22/2023

  Since we have exchanged emails outside of this portal, I believe this to be resolved.  The control was added to the claim as per the contractor's request and the invoices for labor were taken care of as per the demand.

   

  Thanks,

  ****

  Customer Answer

  Date: 02/23/2023

   I am rejecting this response because:
  
  This matter has not been resolved. Also you failed to deliver service as were scheduled and agreed upon. This matter is will get escalated legally and no further action is required from your end on BBB. Thank you for your response 

• Initial Complaint

  Date:11/21/2022

  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.

  Weil Mclain manufactured a water boiler system installed in my home. This boiler has a part defect in the heat exchanger and has sprung a leak which shuts down the unit & no heat. The heat exchanger is warranteed for 5 ********* they refuse to warrantee the unit.I have an elderly mother, aged 77, who cannot be subjected to an ice-cold house. This unit costed us approx. $6,000 to have installed in 2019...it's only been 3 yrs...We have incurred excess expenditures in water usage, electricity usage to power space heaters & other heat sources and no heat for about 2 weeks now...Also, due to no heated water in my water lines, now I have leaks developing in the water lines in our exterior walls...This extreme health matter must be resolved post haste due to inclimate weather currently in *******

  Business Response

  Date: 11/21/2022

  After looking up the address for *******************  I see where a warranty claim was called in on March 22, 2022, at 10:44 AM by ***************** of ******* of ******.  That claim was approved for a replacement boiler on WRGA-2022-02487 and assigned to *************************** Co., Inc.  ************* accepted the boiler credit on September 12th, 2022.  Have they provided a replacement boiler; do you know if they have submitted an order for the replacement if they did not have in stock.

  If they have placed an order for the boiler, I'd need to PO to expedite shipping if they did not **** the order as an emergency order.

   

  ****

  Customer Answer

  Date: 11/22/2022

   I am rejecting this response because: the boiler was replaced with another boiler with same part defect...the heat exchanger has a design flaw due to fact that the boiler faulted out the first time it was used...
  
  
  

  Business Response

  Date: 11/30/2022

  I'm attached a copy of the original WRGA that was completed by the contractor.  if the replacement boiler is indeed leaking, they will need to submit a claim via the warranty department's ************** Option 4 phone number, the exact same process that was used previously.  We will require pictures of the alleged defect in order to determine cause of failure.

  ****