I had a new gas heating system installed in 2022 after switching from oil to gas. The installation itself was done well, and I was very satisfied with the work at the time.
Unfortunately, less than two years later, the Watts ETX-30 expansion tank developed a pinhole leak and began leaking coolant. Given the relatively short lifespan of the component, I was understandably disappointed. An expansion tank failing in less than two years seems premature, particularly when it was installed as part of a new heating system.
What was most disappointing initially was the cost to address the issue. I was charged a $120 service/call fee plus $250 for the replacement of the expansion tank. The technician completed the replacement in approximately 20 minutes. While I understand that mechanical components can fail and that service work carries a cost, I felt that a component failing this soon after installation warranted greater consideration from the company.
After contacting Burkholders and speaking with the service manager, he agreed to remove the $120 service/call fee. I believe that was the right decision, and I appreciate him taking the time to listen to my concerns and make an adjustment.
Although I was disappointed that the expansion tank failed so soon, I was pleased with how the situation was ultimately handled. I will continue to use Burkholder's for my heating needs and hope they continue to stand behind their customers when issues like this arise.
Response from the owner:Hi Victor, thank you for taking the time to share your experience and for your continued trust in our team. We are glad to hear that you were satisfied with the original installation of your gas heating system and that our team was able to address your concerns regarding the expansion tank replacement.
We understand your disappointment with a component failure occurring less than two years after installation. While equipment issues tend to happen unexpectedly and for a variety of reasons, we recognize how frustrating that can be, especially with a new system. We appreciate you reaching out and giving us the opportunity to discuss the situation.
We are pleased that our service manager was able to listen to your concerns and find a resolution that felt fair. Providing responsive service and standing behind our work are important to us, and your feedback helps us continue to improve.
Thank you again for taking the time to share your feedback and for continuing to choose us for your heating needs. We value your business and look forward to serving you for many years to come.
