New England Boiler Works

CAUTION! INSTALL FINE, BUT BEWARE IF YOU HAVE A PROBLEM, EVEN WITH WARRANTY. After a successful boiler install by New England Boiler, we found ourselves a year and a half later waking up one late winter Saturday with no heat. Still well within the warranty time, we called Steve and left a message about our problem. We did not hear back from him and although we were cold, gave him the benefit of the doubt that it was the weekend so waited in the cold until Monday. Called again Monday and did not receive a call that day. We finally called around to find a company that could help us immediately and indeed there was a large problem with the boiler itself that cost us $2500... and our warranty was not with this new company. By the end of the entire week we had still never heard back from Steve. When we finally got him, he admitted that he had been on vacation. Our original message was left on his work phone and there was no mention that he would not respond to calls. After we explained what happened, his first response was that we had overpaid to have it fixed (lol - as opposed to having it covered under the warranty he provided but was not available to service?) then told us he would have to come look at it and would call to set up a time. He never did. We called again numerous times, finally got him at one point and he said that he would see if his insurance would cover it. Again, he never called back. We were always polite and goal oriented, just wanting to find a resolution to the problem that he was unavailable to fix our warrantied boiler and left us no choice for repair when we were out heat while he vacationed. After several months of calls and letters, we sent a final certified letter offering to meet him at a refund of $1000 - $1500 less than we paid - just to move on and not feel we had been completely screwed over. Still, no response. So are now going to file in small claims court for the $2500 we are out on our New England Boiler installed and warrantied boiler. I promise you that we have been professional, patient, and interested in resolution only. He has literally ignored us for months. My advice after having been told now by many people - try Atlantic for reasonable price and excellent service.