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: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 *** boiler inspector- he never heard of 8yr boiler w this problem. 12/7/22 to 12/9/22 Spoke daily w ******* at Burnham, assured me supervisor would reach out very soon due to carbon monoxide issue, & she emailed info to super & ***********************. I never received response from anyone for 5 days. She also gave me number for dist. ***. *************** spoke to manger *************. He said dealing w carbon monoxide issue need to speak w ***********************. I called & left him a msg.12/12/22 *********************** returned call asked for pictures. 12/13/22 ***** Texted 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/***. ****** for 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 ******************* had still not responded. I spoke w ***** again that ********* said should be glad to get 8-9 years out of a Burnham.12/22/22 Spoke with VP ***************************. He repeated all that ****** said. 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 *************************** says it's H2O chloride problem in NY, MA, and MD cities. Blamed my contractor again. ***** laughed 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 *****************:
  
  Although no identification of the boilers model or serial number is mentioned in ****************** complaint, 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 ********.  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 ****************** portrayal 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 ************. I can also be reached via email at **********@burnhamholdings.com.
  

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

  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: ********
  
  I am rejecting this response because:This is the same form response that ***** has 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 ***** actually 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 ** of 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!   ***PLEASE BEWARE IF PURCHASING THROUGH THIS COMPANY- US BOILERS, BURNHAM BOILER-  CARBON MONOXIDE SAFETY HAZARD!!!
  
  Regards,
  
  ***********************