Detailed Information

I own a 1,000 sq. ft. house that has never had a problem being heated with an old, inefficient, gas fired water boiler that was installed eighteen years ago. The new Cosmogas Embassy Industries boiler consumes more gas than the old one and cannot keep the home above 62°F. I have been dealing with this problem since June of 2008 when I had the new boiler installed and have yet to have the problem resolved.

I contacted the local Embassy Industries representative Abel Roderick and explained that I wanted to replace my boiler and domestic hot water heater with a new, energy efficient combination boiler. Abel recommended replacing my hot water heater and boiler with the Embassy CosmoGas AXIA 20E boiler. This is a boiler that heats the water for your baseboards as well as supplying the domestic hot water. He gave me a list of four plumbers who were qualified to install Embassy boilers. I hired the number one plumber on the top of his list, Jerome Perea of “No Hassle Plumbing” and paid him to install the new boiler.

Almost immediately I noticed a problem with the domestic water. It could not sustain an even temperature. Two minutes into a shower it would become cold (100°F at the shower head). I informed the Abel Roderick and Jerome Perea about this. They have been to the home numerous times to adjust and replace valves and have yet to correct the problem. They’ve verified that the plumbing lines are properly insulated. They have verified that the water flow is at or below the rated flow of 2.1 gpm. They have replaced the mixing valves. None of this has made any difference. The temperature gauge inside the boiler drops from 180°F to about 135°F. This shows that the boiler simply cannot keep domestic hot water at a constant temperature.

In October when it started to get cold, I turned on the heat in the home. That was when the second problem occurred. The new boiler cannot keep the house above 62°F and consumes more gas than the old boiler and water heater combined.

I contacted Jim and Bill at Technical Support for Embassy Industries and they could offer no explanation for this. The Embassy Representative has been to the house and has tried adjusting the internal valves to no effect. The plumber has done the same thing. The boiler simply cannot heat the house. It also cannot keep the domestic hot water at an even temperature. The plumber has added another pump and a priority switch to override the baseboards. This has not solved the problem.

Nothing they have done has worked and I’ve heard every excuse imaginable.
• I’ve been told that you cannot use programmable thermostats with the boiler. I showed them the spec sheet from Embassy saying that programmable thermostats are compatible with the boiler.
• Next I was told that all my thermostats have suddenly gone bad. I paid to replace all of them. That made no difference, the house was still cold.
• I’ve been told that my furniture is too close to the baseboard heaters. Although the furniture was in the same location it has always been in, I removed most of the furniture from the house and had it put into storage. That made no difference.

On a three way phone conversation with Jamie Nella, Abel Roderick and myself, they recommended switching out the boiler thermostat to one that has a higher temp. When I told Jerome Perea about this, he said he was too busy to do it himself but that it was an easy five minute job I could do myself without affecting my warranty with him. Something seemed fishy to me about this conversation so again, I specifically asked him if I this would void my warranty with him. He again said I could do it myself without voiding my warranty with him. I then called Jamie Nella a second time and told him about this and he verified that it was an easy replacement to do. I also verified with Jamie that it not void my warranty with Embassy Industries. He said it would not.

When I called Jerome Perea a week later to say I was still experiencing the same problems, he said he was no longer obliged to work on my boiler. I reminded him about our previous conversation. He laughed and said I couldn’t prove anything and hung up on me. Since then, he and has not returned any of my phone calls.

Since that time I’ve been dealing solely with Jamie Nella. He seems like a pretty good guy who tries to help, but I have yet to get any resolution to the problems. The last thing I was told is that I do not have enough baseboard heaters in the house (even though the old boiler and baseboard heaters kept the house warm for the last 14 years). I have since discovered that the problem is quite the opposite. The boiler is undersized. I recently had heat loss calculations performed. It turns out that Abel Roderick and Jerome Perea, his authorized plumber, both recommended the wrong size boiler.

Heat loss calculations should have been performed before they decided which boiler to install. The problem is not that I don’t have enough baseboard heaters. The problem is that the boiler is too small and cannot heat the house. Both Abel Roderick and the plumber told me that the Axia 20E would be sufficient to heat my home and they were both wrong.

This has been going on since June of 2008. I’ve done everything I was told to do by them and now I’m ready to ask them to do something. The boiler is undersized thanks to their Sales Rep and the boiler itself seems to have a problem keeping domestic hot water at temperature. I’ve contacted Jim and Bill with Technical Support at Embassy Industries and they can offer no solutions. I’ve contacted Jamie Nella with Embassy Industries and after numerous conversations with him, he said he doesn’t know what to do either. Now he’s passed me along to Tony Fazzino with Mestek, Inc.

At this time I’d simply like to have the small, undersized Axia 20E replaced with the larger Axia 29E boiler. To show good faith, I will pay for the difference in price between the two boilers plus pay for a plumber to remove the Axia 20E and reinstall the new Axia 29E.

I have been dealing with this problem for almost eleven months and have yet to have the problem resolved. I would be interested in hearing from anyone else about problems with this company and their equipment.






The following is a partial phone log. The local phone calls made to Jerome Perea from the home phone are not included in this list.

MAY 2008

5/20/2008 8:45 am
685-0077
10 min.
Spoke to Abel Roderick about installing an Embassy Boiler in my home. He recommended the Axia 20E and four plumbers who were qualified to install the boiler.

AUGUST 2008

8/14/08
9:41 am
670-7227
Spoke to Jerome about problem with DHW and additional gas usage. He said he’d look into it and call Abel.

8/14/08
12:57 pm
670-7227
Spoke to Jerome about problem with DHW and additional gas usage. He said he’d look into it and call Abel.

8/14/08
1:41 pm
670-7227
Spoke to Jerome about problem with DHW and additional gas usage. He said he’d look into it and call Abel.

SEPTEMBER 2008

9/20/08
670-7227
Spoke to Jerome about continuing problem with DHW and additional gas usage. He said he’d look into it and call Abel.

OCTOBER 2008
No records

NOVEMBER 2008

11/17/08
11:40 am (from office)
685-0077 (1 min)
Told Abel about lack of both heat and domestic hot water in my house.

11/22/08
11:40 am (from home)
685-0077 (2 min)
Told Abel about lack of both heat and domestic hot water in my house.

DECEMBER 2008 phone log

Monday
12/01/08
9:03 am (from office)
685-0077 (1 min.)

Left Abel message about lack of both heat and domestic hot water in my house.

Monday
12/01/08
2:00 pm (from office)
685-0077 (4 min.)

Told Abel about lack of both heat and domestic hot water in my house.

Tuesday
12/02/08
9:25 am (from office)
685-0077 (1 min)
Left Abel message about lack of both heat and domestic hot water in my house.

Wednesday
12/03/2008
8:24 am (from office)
685-0077 (2 min)
Told Abel about lack of both heat and domestic hot water in my house.

Friday
12/05/08
8:12 am
685-0077
Told Abel about problem with boiler. I said I wanted his plumber to fix this problem and that I was making him (Abel) responsible.

Friday
12/05/08
8:14 am
670-7227
I called Jerome immediately after leaving message with Abel. Informed him of the continuing problems. He later came to look at it.

Saturday
12/06/08
9:56 am
670-7227
I called Jerome again to complain about problem with boiler and inform him it was still not generating enough heat.

Saturday
12/06/08
12:21 pm
685-0077
I called Abel again to go on record and complain about problem with boiler. He said he’d look into it with Jerome and he’d call me back.

Monday
12/08/08
10:06 am
670-7227
I called Jerome to say that the work he’d just done was not working. He said he’d call Abel or Tech support and they’d try to figure it out.

Monday
12/08/08
2:26 pm
685-0077
Called Abel. The usual conversation – he’ll look into it and call me back – which he never does.
I did not hear back from him.

Tuesday
12/09/08
11:03 am
685-0077 (1 min)
Have not heard back from Abel. Left message with Abel about continuing problem.
I did not hear back from him.

Tuesday
12/09/08
11:06 am (8 min)
670-7227
I called Jerome to say that the work he’d just done had not corrected the problem. I told him the boiler was undersized because the old boiler kept the house warm. He said I don’t have enough baseboard heaters. I again said the number of baseboards has been fine for the last dozen or more years.

Tuesday
12/09/08
2:27 pm (9 minutes)
670-7227
Talked to Jerome again. He still doesn’t know what to do. I told him the boiler is undersized because the old boiler worked just fine. He got mad and said he “doesn’t want to hear about the old boiler anymore”.

Wednesday
12/10/08
8:03 am (from home)
685-0077 (1 min.)
Left message with Abel Roderick continuing problem with his plumber and the lack of both heat and domestic hot water in my house.
I did not hear back from him.

Wednesday
12/10/08
8:04 am (2 min)
670-7227
I called Jerome and left message to say that the work he’d just done was not working and I’m still having a problem with the DHW and keeping the house warm.

Thursday
12/11/08
8:46 am (1 min)
670-7227
I called Jerome and left message to say that the work he’d just done was not working.

Thursday
12/11/08
9:17 am (2 min)
670-7227
Jerome returned my calls. Said he doesn’t know what’s wrong. He’ll call Abel and get advice

Friday
12/12/08
1:49 pm (3 min)
670-7227
Called Jerome. Still not enough heat.

Sunday
12/14/08
9:46 am (2 min)
685-0077
Called Abel. Left another message again with him about not enough heat. Please call back and do something. Nothing happens.

Tuesday
12/16/08
7:15 am (from home)
631-694-1800 (2 min)
Told Jamie Nella about lack of heat in house. Explained that boiler was not holding constant temperature and boiler temperature was dropping to 130 and shutting down.

Tuesday
12/16/08
8:46 am
670-7227 (2 min)
Called Jerome told him there’s still not enough heat.

Tuesday
12/16/08
9:25 am
413-564-5938 (3 min)
Called general tech support to report problem about lack of heat in house. Told them boiler was not holding constant temperature. Boiler temperature was dropping to 130. No suggestions other than talk to Abel. I told them he doesn’t seem to care and doesn’t return my calls. They had no other suggestions.

Tuesday
12/16/08
11:09 am
413-564-5956 (1 min)
Called Jim at tech support to report problem and ask what he might suggest the problem is. No suggestions other than talk to Abel, Jerome or Jamie.

Tuesday
12/16/08
11:10 am
685-0077 (1 min)
Called Abel and left message saying that the house is still unable to remain warm and that I’ve left messages with tech support.

Tuesday
12/16/08
2:02 pm
670-7227 (2 min)
Called Jerome told him there’s still not enough heat.

Wednesday 12/17/08
9:10 am
670-7227 (1 min)
Called Jerome told him there’s still not enough heat.

Friday
12/19/08
10:05 am
670-7227 (2 min)
Called Jerome told him there’s still not enough heat.

Sunday
12/28/08 10:49 am (home)
685-0077 (2 min.)
Left message with Abel Roderick continuing problem with his plumber and the lack of both heat and domestic hot water in my house. Told him that I’m getting frustrated with everyone’s lack of response and no one seems to care. Told him I want a new boiler that works properly.

Monday
12/29/08
9:22 am
31-694-1800 (16 min)
Spoke to Jamie Nella. Explained once again what’s happening; no help from Tech support, no help from Abel or the plumber. He asks for plumber (Jerome) to come to my house and he’ll talk Jerome through some trouble shooting.

Monday
12/29/08
9:53 am (home)
631-694-1800 (2 min.)
Again - told Jamie Nella about lack of heat in house. Boiler was not holding constant temperature. Boiler temperature was dropping to 130.

Monday
12/29/08
11:02 am
631-794-2285 (2 min)
Called Embassy Industries to complain. Left message.

Monday
12/29/08
12:34 pm
670-7227 (1 min)
Called Jerome. Boiler not working properly.

Monday
12/29/08
2:18 pm
670-7227 (2 min)
Called Jerome. Boiler not working properly.

Monday
12/29/08
2:19 pm
685-0077 (2 min)
Called Abel. Left longer message about boiler not working properly. I want it fixed NOW or I want it replaced immediately. I don’t want to hear any more excuses about my furniture, my baseboards or my thermostats. The old boiler and baseboards worked fine and my furniture is still in the same spot. In fact I’ve removed some furniture and put it in storage.

Tuesday
12/30/08
8:18 am (from home)
631-694-1800 (3 min.)
Told Jamie Nella that Jerome was on his way to house.

Tuesday
12/30/08
9:02 am (home)
631-694-1800 (2 min.)
Jerome and Jamie talk.

Tuesday
12/30/08
9:35 am (home)
631-694-1800 (2 min)
Jerome and Jamie talk.

Tuesday
12/30/08
11:45 am (home)
631-694-1800 (6 min)
Jerome and Jamie Nella talk more about what they’ve done to try to correct lack of heat in house. They assure me it will work properly.

Wednesday
12/31/08
8:23 am (home)
631-694-1800 (2 min.)
Left another message with Jamie Nella that the boiler is still not working properly.

JANUARY phone log

Monday
1/5/09
8:36 am (from office)
631-694-1800 (5 min.)
Spoke to Jamie Nella. Explained once again what’s happening; boiler still not working properly, no help from Tech support, no help from Abel, no help from Jerome the plumber. He suggests swapping out the original aquastat for a higher temp aquastat.

Monday
1/5/09
9:02 am
670-7227 (6 min)
Told Jerome Perea about new aquastat idea of Jamie’s. Jerome says he wants $350 to install it because he’s too busy right now and he would consider it an emergency house call.

Monday
1/5/09
9:18 am
631-694-1800 (2 min)
I tell Jamie that Jerome wants $350 to install the aquastat. He says it’s a five minute operation. I verify with Jamie Nella that if I install the aquastat myself, that it won’t void warranty with Embassy Industries. He suggests I install it myself if it’s ok with Jerome and to verify that it won’t void my warranty with Jerome. He says it’s a simple matter of removing two screws and inserting a probe. No plumbing or pipes of any kind. He says it will take me no more than five minutes to swap out the new one for the old one. I ask him for a three way phone conference with Abel since he (Abel) doesn’t seem to respond to my phone calls anymore. I want to insure that I don’t void my warranty with Embassy or void my warranty with Jerome.

Monday
1/5/09
1:07 pm
631-794-2285 (13 min)
Jamie Nella calls me. We’re on a three way call with Abel. They tell me what model aquastat to install. I go over what I’ve discussed with Jerome. I also go over in detail what I’ll need to do for the install. They explain it and it sounds simple.

Monday
1/5/09
1:20 pm
670-7227 (3 min)
I ask Jerome what he thinks about me installing the aquastat and saving him the time and me, the money. He says it’s “OK” with him. I tell him about my conversation with Jamie an Abel and specifically ask about voiding my warranty with him. He says it will not affect my warranty with him. He’s obviously relieved that he doesn’t have to go to the house again since he was just there. He says to install it myself and gives me his approval. Before hanging up, I verify once more that it will not void my warranty with him and he says it will not. He says he will order the aquastat from Winnelson and he’ll call me when it arrives.

Tuesday
1/6/09
I call Winnelson and tell them Jerome has ordered an aquastat for me and ask how long it will take to ship. They tell me they have them in stock and they don’t need to be ordered. They also say that Jerome has not called to discuss an aquastat for my boiler.
I drive to Winnelson and purchase the aquastat myself.

Wednesday
1/7/09 1:01 pm (home)
631-694-1800 (2 min)
Holding the aquastat in my hand, I verified with Jamie about which wires go where in the new aquastat.

Wednesday
1/7/09 1:38 pm (home)
631-694-1800
1 min.
Left message with Jamie about Jerome not following through.

Wednesday
1/7/09 2:32pm
631-694-1800 (1 min)
Told Jamie that I have successfully installed new Aquastat.

Thursday
1/8/09 8:25 am (home)
631-694-1800 (7 min)
Left message with Jamie about aquastat and it is operating.

Friday
1/16/09
8:10 am (home)
670-7227 (2 min)
Tell Jerome that the boiler has shut down. At first he says that he’ll have to charge me $500 to come out and service the boiler. Then he changes his mind and says he doesn’t want to work on the boiler at all since I “touched his boiler”. I say “wait a minute” and reminded him about our previous conversation. He then abruptly hangs up on me.

1/16/09
8:17 am (home)
631-694-1800 (3 min.)
Told Jamie Nella that the boiler had shut down and was leaking. He tells me how to re-set the boiler switch. I tell him about the double-cross with Jerome Perea. He says he’s not surprised because he could tell Jerome was getting frustrated. He was probably looking for an excuse to get out.

1/16/09
9:20 am (home)
670-7227 (2 min)
In an effort to get Jerome involved I call him and leave message saying that I will pay him whatever he wants to come out and work on the boiler. I never hear back from him again.

Friday
1/16/09
8:43 am (home)
631-694-1800 (2 min).
I leave message with Jamie that I have successfully re-set the boiler and it is firing.

FEBRUARY phone log

2/25/09
8:19 am (from office)
631-694-1800 (9 min)
I tell Jamie Nella that the boiler continues to shut off but I’m getting proficient at re-setting the boiler.
I re-set the boiler at least once a day. The worst time is when I wake up at 3:00 am because the boiler’s gone out and the house is ice cold.

MARCH phone log

3/12/09
8:51 am (cell)
631-694-1800 (2 min)
Left message with Jamie Nella to please return my call. My house is cold and the DHW issue is now starting to act up again.

Friday
3/27/09
9:30 am (office)
631-694-1800 (1 min.)
Left message with Jamie Nella to please return my call. My house is cold and the DHW issue is now starting to act up again. It starts getting cold mid way through the first shower. We simply keep turning down the cold water until it’s almost pure hot water which its not. Instead, it’s cool to luke-warm.

Friday
3/27/09
12:06 pm (office)
413-564-5694 (4 min.)
Spoke with Bill at Tech Support about why the DHW doesn’t work. He asked me if I’ve installed a priority switch. I said I thought the plumber had but wasn’t sure. He said that he wasn’t allowed to help me because I’m the homeowner and he’s only allowed to speak directly to the installers.

Friday
3/27/09
1:54 pm (office)
631-694-1800
Left message with Jamie Nella about no heat, DHW not working properly. Please return my call.
I did not hear back from him.

Monday
3/30/09 (from home)
8:48 am (1 min)
631-694-1800
Left message with Jamie Nella asking again, to please return my call.

3/30/09 (to cell)
11:20 am
631-794-2285 (11 min)
Explained about the problem with DHW and lack of heating. I sya I want a new boiler that works properly. Jamie says he’s not authorized do anything and to talk to Tony Fazzino.

APRIL

4/16/09
1:12 pm (office)
413-564-5956
Spoke with Jim at Tech Support about de-rating the boiler for 7,000 ft altitude. He said they have no information about de-rating only that it should be installed according to local and national fire codes (NFPA). Worthless information.

4/17/09
7:34 am (from office)
860-833-8375 (19 min)
Speak to Tony Fazzino. Explained what’s wrong with the boiler (heat and DHW) and that I’ve been dealing with this since last year. Told him that I’m getting no satisfaction with his rep. (Abel) tech support or Jamie. He rambles on about valves being open; too much water, etc. but never goes anywhere with his monologue. This guy is an idiot but I let him talk anyway. When he’s finally done I ask him what he’s going to do. He says he’ll talk to Abel and call me back TODAY.
I don’t hear back from him today or the next few days. I’ll have to call him if anything is to be done.

4/21/09
12:04 pm (from office)

860-833-8375 (1 min)
I leave a message with Tony. “PLEASE FOLLOW UP AND CALL BACK ME LIKE YOU PROMISED YOU WOULD”.

4/24/09
8:58 am (cell)
860-833-8375 (2 min)
Call to Tony Fazzino. Explained that I’m frustrated with everyone and getting no resolution to fixing or replacing the boiler. I need to have something done about replacing the boiler.
I don’t hear back from him.

4/27/09 1:41 pm (office)
860-833-8375 (4 min)
Tony never called back. so I call him again. When asked why he didn’t follow up and return my call said he was too busy. He doesn’t seem to know much about how boilers work – or he’s hoping I don’t and is trying to B.S. me. I insist that I want something done or a new boiler. He says he’ll call me back after speaking with Abel and Jamie.
As usual, I don’t hear back from him. This guy never follows up and doesn’t care!

MAY

5/7/09
4:20 pm (from cell)
310-1719 (2 min)
Call to Ricardo Romero. Left message. Explain what’s happening, that Embassy Industries doesn’t stand behind their product and ask him if he’d look at my boiler.

5/7/09
4:26 pm (to my cell)
310-1719 (2 min)
Ricardo Romero calls back He will look at my boiler.

5/12/09
1:01 pm (from office)
860-833-8375 (6 min)
I never heard back from Tony so I call him again. This guy never follows up and does what he says he’ll do. He doesn’t seem to care about this issue. Tells me he spoke to Abel and that I don’t have enough baseboard heaters. I tell him that’s incorrect since I’ve successfully heated my home for the last twelve years with the same number of baseboard heaters. The only thing different is the purchase of his boiler. I also remind him that we’re still talking about the DHW issue. I tell him the boiler is not performing to spec and I want a new boiler. I tell him I hold his company responsible, his sales representative (Abel) responsible as well as the plumber he recommended (Jerome). He replies that Abel is an “independent” and has no affiliation with the boiler company. He basically tells me I have no hope of getting satisfaction on the boiler. He says he’ll “look into it with Abel”.

5/13/09
12:47 pm (call from home)
860-833-8375 (3 min)
Call to Jamie Nella. Give him an update; DHW not working, and I’m still concerned about heating not being resolved yet.

5/18/09
1:40 pm (from office)
860-833-8375 (1min)
Tony doesn’t answer his cell phone. I leave message on his phone - “PLEASE CALL ME BACK”.
I do not hear back from him. He obviously doesn’t care about this issue.

5/20/09
8:45 am (10 min) (from office)
Abel Roderick

5/22/09
8:42 am (25 min)
685-0077(from cell)
Talk to Abel Roderick. Explain that the domestic hot water is not working and that we still need to resolve the boiler issue. He says he’ll look into it too and call me back. I know what this means.

5/27/09
Wednesday 3:04 pm
Called Ricardo to report problem with boiler shutting down during shower (DHW). He didn’t know what to make of it. He said there’s something wrong with the boiler and Embassy should replace it.

Thursday
5/28/09
11:39 am
Spoke to Abel. Told him about DHW issue causing boiler to shut off. He said he’d look into it because he had lots of notes and call me back. Makes it sound like he’ll call me back today.
I did not hear back from him.

JUNE

Tuesday
6/2/09
5 days and I’ve never heard back from Abel so I call him instead. Spoke to his wife and very specifically explained that I’m waiting to hear back from him regarding our conversation of last week. I said it was important.
I’ve never heard back from him.













5/18/09
2:31 pm (from cell)
310-1719 (5 min)
Call to Ricardo Romero. We talk about the problems.

5/19/09
11:24 am (to my cell)
310-1719 (2 min)
Ricardo Romero calls back
5/22/09
8:41 am (from my cell)
310-1719 (2 min)
Call to Ricardo Romero.

















The following is a partial phone log.

MAY 2008

5/20/2008 8:45 am
685-0077
10 min.
Spoke to Abel Roderick about installing an Embassy Boiler in my home. Recommended the Axia 20E and four plumbers who were qualified to install the boiler.

AUGUST 2008

8/14/08 9:41 am
670-7227
Spoke to Jerome about problem with DHW and additional gas usage. He said he’d look into it and call Abel.

8/14/08 12:57 pm
670-7227
Spoke to Jerome about problem with DHW and additional gas usage. He said he’d look into it and call Abel.

8/14/08 1:41 pm
670-7227
Spoke to Jerome about problem with DHW and additional gas usage. He said he’d look into it and call Abel.


SEPTEMBER 2008

9/20/08
670-7227
Spoke to Jerome about continuing problem with DHW and additional gas usage. He said he’d look into it and call Abel.

10/22
10/22

NOVEMBER 2008 phone log

11/17/08 11:40 am (from office)
685-0077
1 min.
Told Abel about lack of both heat and domestic hot water in my house.

11/22/08 11:40 am (from home)
685-0077
2 min.
Told Abel about lack of both heat and domestic hot water in my house.


DECEMBER 2008 phone log

12/01/08 9:03 am (from office)
685-0077
1 min.
Left Abel message about lack of both heat and domestic hot water in my house.

12/01/08 2:00 pm (from office)
685-0077
4 min.
Told Abel about lack of both heat and domestic hot water in my house.

12/02/08 9:25 am (from office)
685-0077
1 min.
Left Abel message about lack of both heat and domestic hot water in my house.

12/03/2008 8:24 am (from office)
685-0077
2 min.
Told Abel about lack of both heat and domestic hot water in my house.



Friday
12/05/08 8:12 am
685-0077
Told Abel about problem with boiler. I said I wanted his plumber to fix this problem and that I was making him (Abel) responsible.

Friday
12/05/08 8:14 am
670-7227
I called Jerome immediately after leaving message with Abel. Informed him of the continuing problems. He later came to look at it.



Saturday
12/06/08 9:56 am
670-7227
I called Jerome again to complain about problem with boiler and inform him it was still not generating enough heat.

Saturday
12/06/08 12:21 pm
685-0077
I called Abel again to go on record and complain about problem with boiler. He said he’d look into it with Jerome.



Monday
12/08/08 10:06 am
670-7227
I called Jerome to say that the work he’d just done was not working. He said he’d call Abel or Tech support and they’d try to figure it out.

Monday
12/08/08 2:26 pm
685-0077
Called Abel. The usual conversation – he’ll look into it and call me back – which he never does.



Tuesday
12/09/08 11:03 am
685-0077 (1)
Have not heard back from Abel. Left message with Abel about continuing problem.

Tuesday
12/09/08 11:06 am (8)
670-7227
I called Jerome to say that the work he’d just done had not corrected the problem. I told him the boiler was undersized because the old boiler kept the house warm. He said I don’t have enough baseboard heaters. I said that’s crazy.

Tuesday
12/09/08 2:27 pm (9 minutes)
670-7227
Talked to Jerome again. He still doesn’t know what to do. I told him the boiler is undersized because the old boiler worked just fine. He got mad and said he “doesn’t want to hear about the old boiler anymore”.






Wednesday
12/10/08 8:03 am (from home)
685-0077
1 min.
Left message with Abel Roderick continuing problem with his plumber and the lack of both heat and domestic hot water in my house.

Wednesday
12/10/08
8:04 am (2)
670-7227
I called Jerome and left message to say that the work he’d just done was not working and I’m still having a problem with the DHW and keeping the house warm.



Thursday
12/11/08
8:46 am (1)
670-7227
I called Jerome and left message to say that the work he’d just done was not working.

Thursday
12/11/08
9:17 am (2)
670-7228
Jerome returned my calls. Said he doesn’t know what’s wrong. He’ll call Abel and get advice



Friday
12/12/08 1:49 pm (3)
670-7227
Called Jerome. Still not enough heat.



Sunday
12/14/08
9:46 am (2)
685-0077
Called Abel. Left another message again with him about not enough heat. Please call back and do something. Nothing happens.



Tuesday
12/16/08
7:15 am (from home)
631-694-1800 (2)
Told Jamie Nella about lack of heat in house. Explained that boiler was not holding constant temperature and boiler temperature was dropping to 130 and shutting down.

Tuesday
12/16/08
8:46 am 670-7227 (2)
Called Jerome told him there’s still not enough heat.

Tuesday
12/16/08
9:25 am 413-564-5938 (3)
Called general tech support to report problem. No suggestions other than talk to Abel.

Tuesday
12/16/08
11:09 am 413-564-5956 (1)
Called Jim at tech support to report problem and ask what he might suggest the problem is. No suggestions other than talk to Abel, Jerome or Jamie.

Tuesday
12/16/08
11:10 am 685-0077 (1)
Called Abel and left message saying that the house is still unable to remain warm and that I’ve left messages with tech support.

Tuesday
12/16/08
2:02 pm 670-7227 (2)
Called Jerome told him there’s still not enough heat.



Wednesday 12/17/08
9:10 am 670-7227 (1)
Called Jerome told him there’s still not enough heat.



Friday
12/19/08
10:05 am 670-7227 (2)
Called Jerome told him there’s still not enough heat.



Sunday
12/28/08 10:49 am (home)
685-0077
2 min.
Left message with Abel Roderick continuing problem with his plumber and the lack of both heat and domestic hot water in my house and that I’m getting frustrated with everyone’s lack of response.



Monday
12/29/08
9:22 am 631-694-1800 (16 min)
Spoke to Jamie Nella. Explained once again what’s happening; no help from Tech support, no help from Abel or the plumber. He suggests swapping out the original aquastat for a higher temp aquastat. I ask him for a three way phone conference with Abel since he (Abel) doesn’t seem to respond to my phone calls anymore.

Monday
12/29/08
9:53 am (home)
631-694-1800 (2 min.)
Again - told Jamie Nella about lack of heat in house. Boiler was not holding constant temperature. Boiler temperature was dropping to 130.

Monday
12/29/08
11:02 am 631-794-2285 (2 min)
Called Embassy Industries to complain. Left message.

Monday
12/29/08
12:34 pm 670-7227 (1 min)
Called Jerome. Heat not working properly.

Monday
12/29/08
2:18 pm 670-7227 (2 min)
Called Jerome. Heat not working properly.

Monday
12/29/08
2:19 pm 685-0077 (2 min)
Called Abel. Heat not working properly.

Tuesday
12/30/08 8:18 am (from home)
631-694-1800 (3 min.)
Told Jamie Nella about lack of heat in house. Boiler was not holding constant temperature. Boiler temperature was dropping to 130.

Tuesday
12/30/08
9:02 am (home)
631-694-1800 (2 min.)

Told Jamie Nella about lack of heat in house. Boiler was not holding constant temperature. Boiler temperature was dropping to 130.

Tuesday
12/30/08 9:35 am (home)
631-694-1800 (2 min)
Told Jamie Nella about lack of heat in house. Boiler was not holding constant temperature. Boiler temperature was dropping to 130.

Tuesday
12/30/08 11:45 am (home)
631-694-1800 (6 min)
Told Jamie Nella about lack of heat in house. Boiler was not holding constant temperature. Boiler temperature was dropping to 130.



Wednesday
12/31/08 8:23 am (home)
631-694-1800
2 min.
Left another message with Jamie Nella.



JANUARY phone log




Monday
1/5/09 8:36 am (from office)
631-694-1800
5 min.
Told Jamie Nella about lack of heat in house. Boiler was not holding constant temperature. Boiler temperature was dropping to 130.

Monday
1/5/09
9:02 am 670-7227 (6 min)
Jerome Perea

Monday
1/5/09
9:18 am 631-694-1800 (2 min)
Jamie Nella

Monday
1/5/09
9:18 am 631-794-2285 (13 min)
Jamie Nella calls me.


Tuesday 1/6/09 PURCHASED 200 AQUASTAT.

Wednesday
1/7/09 1:01 pm (home)
631-694-1800 (2 min)
Asked Jamie about wiring new aquastat.

Wednesday
1/7/09 1:38 pm (home)
631-694-1800
1 min.
Told Jamie that I had installed new Aquastat.

Wednesday
1/7/09 2:32pm
631-694-1800 (1 min)


Thursday
1/8/09 8:25 am (home)
631-694-1800 (7 min)

Friday
1/16/09 8:17 am (home)
631-694-1800
3 min.

Friday
1/16/09 8:43 am (home)
631-694-1800
2 min.
Told Jamie Nella about lack of heat in house. Boiler was not holding constant temperature. Boiler temperature was dropping to 130.

FEBRUARY phone log

MARCH phone log

3/27/09 9:30 am 1 min. (office)
631-694-1800
Left message with Jamie Nella to please return my call.

3/27/09 12:06 pm 4 min. (office)
413-564-5694
Spoke with Bill at Tech Support about

3/27/09 1:54 pm (office)
631-694-1800
Left message with Jamie Nella asking again, to please return my call.

APRIL

4/16/09 1:12 pm (office)
413-564-5956
Spoke with Jim at Tech Support about de-rating the boiler for 7,000 ft altitude. He said they have no information about de-rating only that it should be installed according to local and national fire codes (NFPA). Worthless information.

4/24/09 8:58 am (cell)
860-833-8375
Spoke to Tony Fazzino. Explained that I’m getting no satisfaction and need to have something done about replacing the boiler.


MAY

5/27/09
Wednesday 3:04 pm
Called Mario to report problem with boiler shutting down during shower (DHW). He didn’t know what to make of it. He said there’s something wrong with the boiler and Embassy should replace it.

Thursday
5/28/09
11:39 am
Spoke to Abel. Told him about DHW issue causing boiler to shut off. He said he’d look into it because he had lots of notes and call me back. I’ve never heard back from him.

JUNE

Tuesday
6/2/09
Left message with Abel Roderick’s wife asking him to call me about our conversation of last week. I’ve never heard back from him.
















I’ve dealt with the Embassy Representative Abel Roderick, and his plumber Jerome Perea of “No Hassle Plumbing” since June of 2008 and they have not resolved the problems.






I know this because a friend suggested I have heat loss calculations performed. It turns out that the boiler recommended by Abel Roderick and installed by his plumber is too small for my residence. Both Abel Roderick and the plumber told me that the Axia 20E would be sufficient to heat my home. They were wrong.


• On a three way phone conversation with Jamie Nella, Abel Roderick and myself, they recommended switching out the boiler thermostat to one that has a higher temp. When I told Jerome Perea about this, he said he was too busy to do it himself but that it was easy and I could do it myself without affecting my warranty with him. Something seemed wrong to me about this conversation so again, I specifically asked him if I this would void my warranty with him. He again said I could do it myself without voiding my warranty with him. I then called Jamie Nella a second time and told him about this and he verified that it was easy to do. I also verified with Jamie that it not void my warranty with Embassy Industries. When I called Jerome Perea a week later to say it made no difference in keeping the house warm, he said he was no longer obliged to work on my boiler. I reminded him of our previous conversation. He laughed and said I couldn’t prove anything and hung up on me. Since then, he and has not returned any of my phone calls.

These guys are grasping at any excuse they can come up with and are not qualified to represent Embassy Boilers. Abel's run out of excuses because every time I call him he has his wife answer the phone. She says he will no longer respond to any of my questions regarding Embassy Boilers. The plumber, Jerome Perea has also stopped returning my phone calls.



This has been going on since June of 2008. I’ve done everything I was told to do by them and now I’m ready to ask them to do something. The boiler is undersized thanks to their Sales Rep and the boiler itself seems to have a problem keeping domestic hot water at temperature.

At this time I’d simply like to have the small, undersized Axia 20E replaced with the larger Axia 29E boiler. To show good faith, I will pay for the difference

Need to be verified;

3/09/09 1:42 pm
888-342-5766

3/06/09 8:53 am
904-292-0110

3/03/09 11:57 am
801-745-2481

2/17/09 9:22 am
631-694-1800
Spoke to Jamie Nella. Said that …..

2/17/09 8:55 am
323-309-7156

1/22/09 3:02 pm
917-750-4700

1/22/09 3:01 pm
212-373-3101






When taking into account the de-rate for altitude.

(the model recommended by Abel Roderick and installed by his plumber).



If anyone else has had problems with this company and their products I would like to hear about your experiences.





The first thing they had me do was replace all my programmable thermostats because they said there couldn't possibly be anything wrong with their boiler. They said that ALL the thermostats had suddenly become defective. I didn’t believe this but replaced my thermostats in an effort to eliminate any further excuses.

I was also told the boiler could not run on programmable thermostats (not true according to Embassy literature).

The temperature of the water leaving the boiler should be 180°F but only gets up to 155°F.

I contacted Technical Support at Embassy Industries and they could offer no explanation for this. The companies Representative cannot figure out why either. I’ve asked to have the boiler replaced. This has yet to happen.



Instead I live ina

The local representative for Embassy and his plumber have been to my home about a dozen times trying to figure out what’s wrong. They've tried adjusting valves, replacing valves and insisting th

They said that I needed to replace all my only thing they could figu I've called Embassy Tech Support and they can’t help either.



This is a Blog about my ongoing experience with Embassy Boilers. This summer I had an AXIA 20E installed in my home. It replaced the 18 year old, inefficient boiler my home originally had. This was one of the biggest mistakes of my life.

The local representative for Embassy and his plumber have been to my home about a dozen times trying to figure out what’s wrong. Embassy Tech Support can’t help either.

Keep in mind this is a 1,000 sq. ft. house that has never had a problem being heated with an old inefficient boiler for the last fifteen years. The new Embassy boiler consumes more gas than the old one and cannot keep the home above 62°F.


I own a 1,000 sq. ft. house that was heated with an old, inefficient, gas fired water boiler that was installed eighteen years ago. I learned about the new combo boiler from Embassy Industries from the A.I.A. and contacted the local Embassy Industries, Inc. representative and explained what I wanted to do.

He suggested replacing my hot water heater and boiler with the Embassy AXIA 20E boiler. I hired the plumber he recommended and paid him to install the new boiler. That was in June of 2008.

Since then I have had one problem after another. Neither the domestic water nor the baseboard water can get hot enough. The new Embassy Industries boiler also consumes more gas than the old one and cannot keep the home above 62°F. Two minutes into taking a shower the water temperature drops from 125°F to 90°F.

The Embassy Representative has tried adjusting the internal valves to no effect. The plumber has done the same thing. He's also replaced external valves upon the Representatives recommendations - again to no effect. The water leaving the boiler simply cannot achieve the correct operating temperature.

I have been dealing with this problem for almost six months and have yet to have the problem resolved.

I would be interested in hearing from anyone else about problems with this company and their equipment.



I own a 1,000 sq. ft. house that was heated with an old, inefficient, gas fired water boiler that was installed eighteen years ago. I learned about the new combo boiler from Embassy Industries from the A.I.A. and contacted the local Embassy Industries representative and explained what I wanted to do.

He suggested replacing my hot water heater and boiler with the Embassy AXIA 20E boiler. I hired the plumber he recommended and paid him to install the new boiler. That was in June of 2008.

Since then I have had one problem after another. Neither the domestic water nor the baseboard water can get hot enough. The new Embassy Industries boiler also consumes more gas than the old one and cannot keep the home above 62°F. Two minutes into taking a shower the water temperature drops from 125°F to 90°F.

The Embassy Representative has tried adjusting the internal valves to no effect. The plumber has done the same thing. The water leaving the boiler simply cannot achieve the correct operating temperature.

I have been dealing with this problem for almost six months and have yet to have the problem resolved.

I would be interested in hearing from anyone else about problems with this company and their equipment.