Complaints

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:12/03/2024

  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 filed a report last spring. The owner responded by email, that they will contact me during heating season and fix the problem free of charge.Nobody contacted me, so I scheduled regular furnace maintenance hoping that they will remember to contact me. Heating season is here.Nothing. So I contacted the owner, replying to his original email and he let me know that he has no record of it. Now I don't have a record, i wonder why, because I made sure I replied to his original, so he can have a reference of what I was talking about.Again, my story. I was renting my son's bedroom to a student. Suddenly radiator in her bedroom started hissing and whistling. Than a second bedroom radiator.I called the company to fix it. Seeing their website i thought they can.They decided that my system was wrongly built, so the intervention was rebuilding a part of it. $2649.00 total.After the rebuild, they finally fixed the radiators (after they started spraying brown liquid all over my walls and furniture) with adding new valves. In the mean time, the system they rebuilt started to make banging noises that i didn't have before. I asked them to fix it. They suggested another part rebuild for $700.00.I realized that what they are doing is a guess work, for which they will keep charging me. My student left, she couldn't sleep with a pipe banging right under her bed. I lost income. And refused to have another guess work done by this company.I wrote a complaint to BBB.And I believe the email from the owner was his response to my complaint.But the owner doesn't remember any of it.Please help

  Customer Answer

  Date: 12/14/2024

  I have not heard from the business in response to my complaint.

  They responded to my first complaint quickly, with promising to fix the issue charge free. Now the owner sent me email that he is not aware of any promise.

  So I don't think they are going to do anything with my second complaint. I think it needs to be published so customers can look them up

  Business Response

  Date: 12/17/2024

  As Ms. ***** correctly points out, this is a continuation of her complaint from the spring of 2024. The issue here is that the home contains TWO steam systems. We only worked on the one, and as Ms. ***** correctly points out, we resolved the issues. It is our belief that any current banging is originating from the other system. But each time we arrive, the system is completely quiet. This obviously makes troubleshooting difficult. This was the case during our last 11/16/24 visit.

  After Ms. ***** contacted us on 12/2 we created a work order, and sent her the following message:

  Hi *******,
  1. We have no record of this note <saying we would fix everything for free>, could you please forward?
  2. The biggest issue we have is that the system never makes any noise when we visit, so we really haven't an idea of how to attack the problem. A good idea might be if you were to take a video when this happens, capturing the noise and location please.

  Ms. ******* response was unhelpful, and is as follows:

  "That is so interesting! I sent you this note as a reply to your original note I was talking about.
  I think you sent it as a reply to my BBB complaint. It was in the spring and you said in that email that you would contact me when the heating season starts. So, I scheduled the maintenance to remind myself to you. Your guys finished and you still didn't contact me. So I contacted you, replying to your original email.
  
  Your company ****** up my heating system and has no clue how to fix it. All you guys do is a guesswork for which I keep paying.
  Do you think that I made up the email????!!!!
  
  Btw it is not quiet when starting and your guys know it.
  
  If you are not planning to do anything about it, I think that small claims will help"

   

  The use of profanity is completely unacceptable, and as a result, we decline to have any further interactions with Ms. **********

  Customer Answer

  Date: 12/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Here is my email correspondents with the owner of the company during this year.
  In it, I will prove that they were trying to fix the issue of the noise caused by their rebuilding of my system. 
  The whole issue arose after they decided to rebuild my system that worked well, just because I asked to fix radiators noise.
  After a few tries to fix banging noise under my bedrooms that started after their expensive rebuild. 
  Their point that I have 2 system is true.
  In letters provided below is shown, that blaming the noise on the other system is a blatant lie.
  
  Here is my email from April 28 2024
  Good morning,
  
  I sent you an email 6 days ago and haven't heard back.
  I understand, that I am becoming annoying to you. But please consider my side and let me know what our next steps are.
  I called you in December, because a student that was renting my son's room was complaining of the loud noise
  that the radiator in her room was making.
  In my bedroom I use a noisemaker for night to help me sleep.
  You came, diagnosed the problem with my heating system.
  It sounded logical, so I put $2200 that you charged me on my credit card.
  The noise didn't stop.
  You came I think 3 more time trying to identify and fix the noise problem.
   
  I lost my income from the student, she left me in January.
  Last time you were here, you changed (among other changes) my radiator vents, that you replaced because you said that the once you put in place don't close anymore, that's why they need to be replaced.
  
  You charged me for vents around $190 and attempted to collect money for labor as well.
  
  The result of all that is, that radiators are whistling again, the radiator in my bedroom is so loud when the heat turns on, that even my noisemaker doesn't help me sleep. (Banging metal noises)
  Besides radiators, the loud pipe banging under my bedroom wakes me up anytime the heating starts running. (That was an issue that  started after your expensive rebuild of my heating system)
  
  Now, I lost $7000 in income from the student (she was leaving at the end of May), and I paid so far $2400 in work and material and the original issue is not resolved, plus I got a new issue of pipes banging.
  Don't get me wrong. All your guys are very nice and seem knowledgeable.
  On your website you state, that steam heating doesn't have to be noisy. That you can fix it.
  
  I feel like a pest and it is not a nice feeling, considering how much I paid for resolving the issue.
  
  Please let me know what your next step is, I hope there is one.
  
  Best regards,
  
  ******* ***** 

  Business Response

  Date: 01/14/2025

  1. Ms. ***** has admitted, in writing, that our work has improved things.

   

  2. On 12/2 we emailed Ms. ***** the following: "The biggest issue we have is that the system never makes any noise when we visit, so we really haven't an idea of how to attack the problem. A good idea might be if you were to take a video when this happens, capturing the noise and location please."

   

  We never received a reply to this beyond: "Your company ****** up my heating system and has no clue how to fix it."

  We do not work with individuals who use profanity, and, one has to wonder why she wants us to fix it when we haven't a clue how to...

  Customer Answer

  Date: 01/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ****************************** sent the response that because of my using profanity in my last email to them, they are not dealing with me anymore.

  I never expected this incompetent company to give me money back.

  
  

  And, I am again enclosing the email from the owner of the company that he sent me in May 2024, after I filed the first complaint.

  
  

   

   

• Initial Complaint

  Date:05/14/2024

  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.

  On February 6, 2024 ***************** a technician from New England Steamworks replaced a corroding section/pipe on my furnace. I was charged $327.57. On March 2nd the new section started leaking. April 8th the new section was soldered by **** a technician from New England Steamworks. May 4th it started leaking again. I reached out to ****, the owner, at New England Steamworks to let him know. I asked to be reimbursed the $327.57 as I now need to hire someone else to fix the problem. **** responded that a technician could once again come to my house to make the repair for free. I told him that I cannot keep going in late to work as my boss needs to arrange for coverage and it is inconvenient for me. It seems that there is no end in sight as he refuses to reimburse me.

  Business Response

  Date: 05/20/2024

  ****************** is correct that we went out on 2/6/24 to replace a corroded and leaking black iron boiler ******. Upon completion our technician reported that there were no further leaks.
  
  Then ****************** contacted us again on 3/25/24, some 7 weeks later, and reported that a copper pipe (which was tied into the boiler ****** we had previously replaced, but separate from) had begun to drip. We repaired this at no charge. And once again a different technician reported no leaks upon completion.
  
  On May 5th, seven weeks again after the 2nd repair, ****************** informed us that there was once again a leak. We offered to fix it again at no charge. ****************** declined, citing work constraints.
  
  At New England SteamWorks we take create pride in our workmanship. While not perfect, we are very good and we believe our reputation speaks for itself.
  
  It is extremely rare for us to have to go back to fix a repair that we have made. So we make a big deal out of it internally. We do so because perfection is our goal and thus we take advantage of every opportunity to learn how we can do things better.
  
  To go back a third time is unheard off, and strikes us as odd, quite frankly.
  
  Another unusual thing is that generally speaking, a leak is either fixed and stays fixed for a very long time, or it immediately begins leaking again. Two 7 week intervals is very odd.
  
  Another odd thing is ********************** complaint of having to miss work. While completely understandable, presumably the leak has to be fixed by SOMEONE, and how is that to transpire without her missing work?
  
  We'd like the opportunity to make things right, and to learn from our mistakes. We'd be happy to make the repair at whatever day and time is convenient. We offered to come very early, before she had to go to work, but this too was declined.
  
  As a business, we stand by our workmanship. If it's wrong, -we'll make it right. But we think it completely understandable that we cannot make a cash refund if a customer simply calls and asks for one because they are unhappy with the repair. That's not our policy, and as far as we know, it isn't the policy of any other heating company either.

  Customer Answer

  Date: 05/24/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am not satisfied because **** is blaming me for a problem I did not cause. I hired New England Steamworks because they are presumed to be experts in their field. Yes, the pipe was replaced February 6th. I have pictures of it leaking March 2, March 16, March 24th. Yes, it was soldered April 8th. May 4th and 7th it leaked again. I did state that it leaks/drips sporadically. I also didn't mention that the brand new living room radiator that your technicians installed January 9, leaked February 6th and had to be tightened. Again, these are problems that I did not cause. Because of your track record with me, I have requested money be reimbursed whether it is your normal practice or not. Of course you can come out again first thing in the morning which you have been very good about doing. My issue is that the leaking problem cannot continue. It  is an inconvenience for me as well as you. Sharon   
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 06/04/2024

  We have offered to fix the leak at no cost. This offer is listed as "rejected", yet ****************** concludes with: "Of course you can come out again first thing in the morning which you have been very good about doing."

  So, we're a bit confused....

  Customer Answer

  Date: 06/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  What I meant by "of course you can come out," is that **** would continue to send technicians. But it doesn't seem to ever solve the problem with the furnace pipe. Clearly, that is an unacceptable solution. It would continue to be an inconvenience for me as well as your technicians. The disappointing thing for me is that New England Steamworks is suppose to have trained experts and yet that wasn't my experience. The biggest issue being that the brand new radiator that was installed wasn't even tightened properly. Yes, it was fixed on a subsequent visit but that shouldn't have been a problem.

  Unfortunately for you, I have many more radiators that I would have been happy to have you service. That won't happen now. I shouldn't have been made to feel like any of this was my fault. I am not the expert. I would like to be reimbursed for the furnace pipe which is the least you can do, especially with you insisting it hasn't happened before to other customers. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 06/12/2024

  Again, as per our policy, we will return at no cost to fix the problem.