Arrow Fuel Co

We had a major flood in 2011 as a result of a faulty automatic fill valve which malfunctioned and caused water to fill the entire heating system. Our homeowners covered the claim, upwards of $10,000. On Friday evening 2/6 the low water shut-off valve on the system failed causing the burner to run dry and crack. I called Arrow (now Alliance 973-344-8315) on Monday, 2/9 because I believed the furnace was covered under warranty. They sent a service man here within a few hours, which I thought meant that they would work with me to get restitution from the manufacturer. Rather, Frank, a company representative, called back in a few hours and said, "I'm on your side, but I've been in this business a long time, they won't do anything for you! They don't cover cracked burners! I'm on your side, I understand. Your only recourse is a new system at $7500." I told him that I would never consider doing any further business with his company and hung up. At the same time, Hilltop Fuel, my current oil provider was working diligently to assist us with a warranty claim. In fact they were able to get a representative from the manufacturer here on Tuesday and we received an answer by Tuesday evening. Yes, the burner is covered and will be replaced under warranty. Our only obligation is labor, a mere cost of replacement. I suspect that if Hilltop had been the original installer, they may have assisted with the labor cost as well. But since they had no responsibility for selecting the original burner and its shoddy accessory valves, they can't be expected to absorb the labor cost to fix Arrow (Alliance's) work. Be very careful about using this contractor.

I called them for C.O.D. oil delivery and they were here within an hour of my call. Fast service and on a Saturday, too.