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Complaint Details
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Initial Complaint
11/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Celco installed our new combination heat and hot water boiler in August 2021 for approximately $13,000. Between October 2022 and March of 2023 we lost heat and/or hot water at least six times. We also lost heat on 11/2/23. After each visit Celco stated they fixed the problem. As a result, our family did not have heat and/or hot water for around two weeks, had to pay for less effective space heaters and their higher electricity costs, and had to expend many hours communicating about the issues and having our schedules disrupted in order to be home when issues were repaired. Between March and June of 2023, I left two messages for owner Christine E******* B**** to contact me, but my calls were not returned. On the afternoon of 11/2/23 I reached Christine and requested that since I do not trust that the heating issues have been fixed, I want Celco to install a replacement boiler free of charge. Alternatively, I requested that (since Celco claims that they have fixed all issues) they cover all parts and labor for the 2023-2024 heating season. Additionally, although I did not state this, a full refund and payment for damages / suffering we have experienced would have also sufficed. My request was made because the failure history thus far suggested that the boiler and/or the installation were defective, and if I needed to have Celco come out six times in 2023-24 to fix it, it would likely cost me around $2,000, which was unfair for me to absorb. I indicated that if Celco refused I would pay to have another installer replace the boiler now and would hire an attorney to pursue Celco and/or boiler manufacturer ********* for damages in court. Christine indicated she would consider my request and get back to me later. However, as of this writing she has not contacted me.
Business response
11/13/2023
As requested Celco Heating has extended Mr. ******** labor warranty coverage through November 2024 as requested. Both Mr. ******** and I have been in contact with the manufacture of the equipment and I believe we are all in agreement that an additional year of labor warranty at no cost to Mr. ******** will allow sufficient time to ensure the boiler is working as it should and trouble free.
Customer response
11/13/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ****** ********Initial Complaint
02/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Celco recently installed a new natural gas boiler in our attic. As the weather got colder it intermittently would not provide sufficient heat through one of the two new circulator pumps. Despite repeated service visits Celco has not fixed the problem. One floor of our house is now at 56F and the air handler only pumps cold air. The Service manager is not sympathetic. The sales staff is of course concerned but internal Celco politics seem to have them unable to move forward. Meanwhile we are watching temperatures dropping further. Please help. Thank you.Business response
03/03/2023
We are very happy to report that this problem has been resolved. The repair was additional to the new system we installed last year but we where able to replace necessary part and client has heat! Thank you so much for your help with this matter.
Customer response
03/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.