10/6/15 update - finally received a call back about a week ago. A part went on the third burner, which they replaced. This happened on the second burner also - a part went, then it eventually shut off on a regular basis once it got really cold out. They want to install a fourth burner, this time a different model. I asked Ed Brown about installing a different model last January, but he insisted on putting in the smaller Riello. No one can explain what the problem is, or how they think it can be fixed. They are clearly just guessing, and at my inconvenience. At this point, I just want my money back. I tried to negotiate an agreement where they can try this other burner and, if it doesn't work right, they will agree to give me a full refund. No surprise, Ed hasn't given me an answer, and keeps telling me he will call me later and then doesn't call when he says he will. I'm about to contact the BBB or the Advocate. I cannot deal with this company any more.
9/23/15 update - The new (third) burner shut off again today, about 8 months after installation! Ed Brown called me a few days after my review was posted (now I see what gets Polsinello's attention), but I was on vacation. I left him a message last week, and he has not responded. I left him another message this morning. I truly believe that Polsinello made a mistake in the conversion and either has no idea what they did, or refuses to admit it.
Orig. review: This was, by far, the worst experience I have ever had with any company. I contracted with Polsinello in October 2013 to convert my oil heat/hot water system to natural gas. They sent one of their employees over to look at my house, and recommend the necessary products to convert. They gave me an estimate of approx. $2700 to install a gas burner and do the associated work. I agreed. Shortly after this (but before the conversion), my burner stopped working. I called Polsinello, and they told me it just needed a new thermostat. Unfortunately they would have to order the part, and said they could order it that day, and would be in the next day. My 4-year old son was scheduled to have major dental work done that day, but I asked them to go ahead and get the part because I really needed to have the heat and hot water on for him. They didn't order the part until the following day, so my son and I wound up staying at a friends so we would have heat and hot water. The part that arrived was the wrong part, but could be installed. They installed the part, I paid them for the repair, and they ordered the right part. When it came in, I agreed to wait to install it until they came to do the conversion, because the system was working.
They installed the first gas burner and the new thermostat on Friday December 18, 2013. The burner shut off the first night while we were asleep, and we woke to a 50 degree house (outside temp was about 8 degrees). I called Polsinello, and, after several attempts, talked to Lee Albanese. Because it was a weekend, and they would not make any efforts to send someone sooner, a tech did not come to my house until around 5pm. He looked at the burner, pressed the reset button, it restarted, and he left. As a new homeowner, I didn't know how to reset a gas burner, and Lee didn't suggest I try when I talked to him in the morning. All seemed well for a couple of weeks, but then the burner shut off again. This time I reset it, but it had shut off when I was at work, so the house temp had dropped into the 50's. Polsinello sent another tech, who couldn't figure out what was wrong. The burner continued to shut off more frequently over the following month, and each time I called Polsinello just sent a tech, who couldn't find a problem. Eventually it was shutting off almost every other day, and I was missing a lot of time from work.
During this time Polsinello had tried to charge me again for the correct thermostat. They did correct my bill for that item when I brought it up. They had put through the final installment of my payment on credit card, and I disputed the charge, because I did not want to pay full price for them to ruin my heating system (which had worked fine on oil). I insisted that they needed to install a new burner. They made me wait through another week or two of intermittent heat, and a visit from the Riello tech (who also couldn't figure out the problem), before installing a new burner. The second burner worked fine, for a while. During that time, I tried to negotiate a satisfactory discount with Lee, who would only offer me their standard customer courtesy discount of $300. He discussed it with Matt Polsinello, who also would only offer the $300. Lee took a long time to return each call, and Polsinello put a lien on my house for the balance while we were "negotiating."
Then, in July 2014, the second burner shut off and wouldn't restart. Lee refused to send a tech to fix it unless I paid the remaining balance in full (which included the $300 discount). After several days of no hot water, I gave in and agreed to pay. They did agree to include a one-year service plan to keep an eye on the burner. Lee insisted that I have a check in hand when the tech arrived, and I had a very uncomfortable interaction with the tech. The tech said the igniter had to be replaced, and they would have to order the part. So, after a couple more days with no hot water, they got the part and installed it.
The burner worked until December 2014, when it began shutting off again. It would restart, but continued to shut off. After several more visits from Polsinello techs and visit from a Riello tech, where neither could find problem with the burner, they suggested installing a new ground wire, and checking the gas pressure (which had been done the year before and was fine). They installed the new ground wire, but the burner continued to shut off. They spoke to someone at Riello who said that the flame rods in their burners sometimes have to be replaced every year. During December 2014, I was dealing with Ed Brown, who was more accommodating than Lee, but almost never returned my calls. He said he would personally come out to my house to check things out. He never did. Polsinello decided to install a third, smaller, burner rather than just replace the flame rods (I asked about this, and no one could really explain it). The third burner was installed on January 23, 2015. During one of my phone calls with Ed in January or February I asked about including an extended service plan or some other courtesy for all of the inconvenience, and about removing the lien from my house. He said he would look into everything and get back to me. I decided to wait to call him, and see how long it would take for him to get back to me. It is now August 2015, and I have not heard from Polsinello. The third burner is working, but I am dreading this winter since I expect it to begin shutting off again (and the one-year service plan has expired) and do not want to deal with Polsinello ever again.
I will say that all but one of the techs that Polsinello sent to my home were very nice (which is good since I got to see them so often!), but the way the company has handled my case is beyond unprofessional.