Warranty denied on boiler

beedub

The 5 year warranty on the heat exchanger was denied by Weil mclain claiming it was caused by a leak and the boiler constantly filling but we can’t find a leak and no sign of the relief opening. Does anyone agree? And what are they seeing in this pic to justify this? It was installed 4 years ago and they haven’t had any signs of leaks or service calls. 

beedub

sbachman7117

FWIW, I had a similar experience with W-M in the late 1990's. I think the EG-45 boiler was installed in 1993 and started leaking around 1998. Same response as you got-- it "had to be a leak" and thus, too much oxygen coming in with make up water, so not their fault.
There was no leak evidence or history. I had to fight it pretty hard and I don't recall getting much support from the installer. Eventually I got M-W to provide a replacement heat exchanger under warranty, but I had to pay labor for the swap, which was around $$$$.
Good luck!

Jamie Hall

Do you have any records of how much water you have added? Without them, you may be up the creek. A lot of situations do have leaks leading to excess water usage which may or may not be visible --or provable or disprovable. Without hard evidence, you are out of warranty -- and depending on their good will.

beedub

No, we have no record of ever adding any water. We can find anything that points to a leak. They asked for pictures and then denied the warranty. Also found out they don’t offer this boiler and have no heat exchangers available to replace it. I just don’t see evidence from the picture indicating what they are claiming other than a crack and signs of leaking. 

HomerJSmith

With some companies, the warranty is there to sell the boiler, not to replace a part that fails. They will always find an excuse to deny the claim.

I had a bunch of Honeywell zone valves that went bad one month out of warranty. I thought that was unusual. I contacted Honeywell and kinda got the run around and insisted on talking to some one higher up the ladder. I knew what that caused the failure, a manufacturing defect with the top bearing falling down. Honeywell to their honor sent me replacements. I also had really good experiences with Taco in replacing failed parts. HTP had a bunch of leaky manifold on their Munchkin line and stood behind their warranty.

I only do business with companies that honor their commitments. Burn me once and it's Adios, Amigo.

EdTheHeaterMan

If you find a friend at the local supply company, you should be able to get some assistance. For the record, most manufacturers do not cover installing the replacement part(s) under any warranty unless there are extenuating circumstances. Weil McLain's warranty program was always a problem, but it has gotten a little better recently (past 6 years or so) Time to go up the corporate ladder in the company. Indicate that your records show there is no leak in your boiler system piping and it is impossible that their claim of excessive water is incorrect.

See what happens if you are persistent. Be the squeaky wheel to get attention.

Respectfully Submitted,
Mr.Ed

Jamie Hall

beedub said:

No, we have no record of ever adding any water. We can find anything that points to a leak. They asked for pictures and then denied the warranty. Also found out they don’t offer this boiler and have no heat exchangers available to replace it. I just don’t see evidence from the picture indicating what they are claiming other than a crack and signs of leaking. 

Do you have any way of proving that you did not add water? If you don't, you can't disprove their claim that you did. Don't even try, because you'll only annoy the bear.

EdTheHeaterMan

Jamie Hall said:

Do you have any way of proving that you did not add water? If you don't, you can't disprove their claim that you did. Don't even try, because you'll only annoy the bear.

Jamie, I disagree, Since they are saying there are no replacement sections available, What is the harm? The boiler will need to be replaced with something else anyway, so why not try to get something from the beast. Otherwise Peerless (or others) will be glad to provide new equipment if you are going to have to pay full price anyway.

What do you think?

Mr.Ed

P.S.
Also only 5 years old? There may be a wholesaler that has NOS (new old stock) to sell you a section or two. Get the part number and ask the local supplier to look around other friendly competitors. I'm sure there are available parts.

Jamie Hall

I guess what I'm saying is that an approach more like "this has failed. What can we do together to get back up and running again" might have better results quicker...

Intplm.

I would fight this hard. If you keep after them they may come around.
As far as proof of additional water being added? Well, that is very hard for the manufacturer to prove too. They are offering you their opinion from a couple of grainy pictures.
Since this boiler is no longer offered, they should offer some type of replacement, equal to or better than from their current line.
Stay persistent. Keep after them until you get what you need.

Steamhead

@beedub , what model Weil-McLain?

mattmia2

What does the inside of the boiler and piping look like? If it is excessive makeup water, won't the inside of the sections and the other ferrous components be more than lightly corroded on the inside?

Is this set up as hot water or steam?

EBEBRATT-Ed

@beedub

I agree with @EdTheHeaterMan . Nor reason not to lean on Weil McLain. All they will do is deny, deny, deny.

The problem where they have you is in your original post:"It was installed 4 years ago and they haven’t had any signs of leaks or service calls"


Read the instructions, if you don't have it serviced you will get no warranty. All MFGs require regular service

HomerJSmith

You can also have an attorney send them a letter. Might be the best money spent.

Ironman

Unfortunately, this is a trick that all too many manufactures (of any product) try to pull hoping the customer will not pursue it further.

Usually a letter from an attorney will cause them to reverse course because when they make an accusation like that, it's up to them to prove it, not for you to disprove it.

nicholas bonham-carter

Let’s see some pictures of the boiler piping, in order to cross one of their (W-M), possible defenses off the list.—NBC

EdTheHeaterMan

The leak looks like it is coming from a crack, not a corrosion hole as they are alleging. Is that the bottom of the boiler or the top? Is it Steam or Hot Water?

Blackoakbob

A sign of excessive make up water is the bottom of the sections are caked with a fine " sand" and the sections crack from heat that doesn't  get drawn away.  
More likely it's  a thin point in the casting and they are just deny the poorly made casting.  I had one mfgr suggest I  use a chisel and peen a sand hole closed on a three day old boiler install. It should corrode  closed over time they said. If you do not  have any luck  from the company soon you could consider your state attorneys  General  office they would be interested in companies that pledge warranties  and don't  stand behind them.
Good luck
Blackoakbob

fnmnjim

This is W/M " go too" excuse not to honor their warranty, I had a 4 year old CG boiler start leaking and got the same response. I had the Rep come out and cut open the section that was leaking, sure enough i had a sandy material in it, I did not question it right then because I didn't think of it, but I went back to my shop and cut open the other sections and there was nothing in them, then it dawned on me that it was casting sand in the section that was never washed out during manufacturing. They must have had some quality control issues with this and this is how they dealt with it. Its a sad statement on how the new corporate mentality is, get used to it, its just going to get worse, its all about profits, they could care less.