Complaints

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• Initial Complaint

  Date:09/11/2023

  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 have a biasi boiler in my house with a lifetime warranty , first I was told I was covered then I was told I was not covered because the unit had frozen when I and mt heating tech said that was impossible the said I need proof of purchase that I cannot find but im sure the can track by serial number but they told me they couldn't find it like that please help.the problem is that the cast iron parts inside have rusted and a leaking

  Business Response

  Date: 09/12/2023

  Yes, the warranty states the cast-iron sections and nipples of the BIASI B10 boilers are free from defects in material and workmanship for the lifetime of the original purchaser in a single-family home installation. The warranty is nontransferable and does not apply to boilers purchased second
  hand.
  

  Initial warranty claim was denied for two reasons.
  1. The unit appears to have suffered a freezing event. (not a manufacturer
  defect) The only way the center column cracks in this fashion is due to excess pressure from inside the center column.
  2. The boiler in question was never registered for warranty.

  
  Because the unit was never registered for warranty and due to the nature of
  the issue, crack in center column due to excess pressure, we requested proof of
  purchase and the annual service records. As a terms of the "limited lifetime
  warranty”, the boiler must be serviced annually with a combustion analysis done
  to assure proper operation as outlined in the owner’s manual and you must be
  the original purchaser.
  

  We have made three requests for supporting documents from ** *** and we have
  yet to see any corroborating paperwork to support the claim he is the original purchaser,
  and that he has been servicing the boiler annually as outlined in the owner’s
  manual.
  

  We apologize for the inconvenience, but unfortunately, we cannot proceed
  forward without the requested proof of purchase and annual maintenance records.

  Customer Answer

  Date: 09/23/2023

  I was able to go in QHT website and fill out a warranty no proof of purchase was required also I have a statement from my heating professional that the unit did not freeze I am the original owner and therefore they should honor there lifetime warranty