ModCon Service and Support

Tfix06 H.

So I was a new home owner in central MA. Leominster to be specific. I was highly recommended to modcon for servicing Navian tankless water heaters. They came in August 2023 and told me everything was fine while also trying to pitch a new install. Ok cool, it is 6 years old, but come on. Pitch a new install at the first service. Long story short. I turned on my second zone/floor as we finally received cold weather in January. Everytime my second floor would run, I was expriencing banging and water in my basement. So I called them to take a look. All of a sudden, they do not work on navians now. They told me to kick rocks. I called another local company. They came and fixed the issue in 30 mins, it was a faulty expansion tank.

I strongly suggest to not use this company. They missed my faulty expansion tank and they falsely advertise which make/models they actually can provide service to. ?

Jillian C.

Very knowledgeable guys, trust worthy and always on call. Highly recommended for all of your boiler needs.

David T.

I am surprised to see the negative reviews here. I am sure Rich has hundreds of satisfied customers. I had a Munchkin 199M installed in my house around 2002 by another contractor. Occasionally I had some issues I didn't feel comfortable handling myself. Rich was always pleasant and professional when I dealt with him a couple of times. While I felt the pricing was kind of expensive, he always got the job done and helped me out with parts when I was between a rock and a hard place. He was at least an hour away from me but he was the guy I called when I needed to know it was going to be fixed, and fixed right. I would recommend him, he knows his stuff

Nelson F.

I had a lot of trouble and expensive service calls with a modulating condensing boiler, several different companies that didn't know what they were doing. I came across Modcon a number of years ago, and since they have been working on it, have not had any issues.

They recommended a series of changes which they implemented over a period of years, including a new circuit board?, routing the exhaust safely outside and preventing the tube from being pushed down by snow, connecting the liquid drainage to the internal plumbing, and I asked them to install a temperature sensor to the outside of the house. I think I've just had 1 emergency service call from Modcon in 6-7 yrs of using them, which I guess can happen if a part goes bad. They have generally been helpful over the phone if the boiler displays an error message, in helping to diagnose it and determine if they are needed.

Liam S.

I used ModCon in the past for maintenance of my Weil-McClain Ultra boiler, and early on the work they did was good if a little pricey, but more recently during a maintenance I was told that the heat exchanger was leaking and needed to be replaced. They said it was under warranty, so fine, they got another one from Weil-McClain, but then they quoted almost $4000 to change out the heat exchanger! I contacted Stephanie Hoysradt, the ""Vice President"" of ModCon Service and Support, Inc. to ask why, and she was unable to articulate any reason for the very high charge, just that it was ""a flat rate"". Then she said they had no problem if I wanted to ""use another contractor"". I was frankly mystified by that response, and a subsequent response where she said that ModCon did not have any time to schedule the work, anyway.

The rudeness was shocking, you just don't come across really terrible customer service like this very much, at least I haven't.

I am sorry to say, this is now a terrible company with awful customer service (especially Stephanie Hoysradt), and you should stay away from them. Find a company that cares about customers -- ModCon is NOT one of them.

Tom L.

This is a continuation of my previous post.

In the middle of March 2018, my boiler went locked without flame ignition. Although I still have my 2 year service coverage under ModCon (read my previous post on 10/07/2017), I didn't want to call Mr. Rich Swatton (who called himself Master Plumber with certificate from Lochinvar) for service again since who knows what he is going to do with my boiler and if the service is under coverage or not?).

I finally was able to reach out the original installer (he was sick last winter so I couldn't have him do the service). This was the guy I was hoping he could come to take a look what Modcon had done and Mr. Swatton didn't believe he was certified. As stated in Mr. Swatton's response to my 10/07/2017 post (https://member.angieslist.com/member/store/10402012/reviews), Mr. Swatton did asked me to call a factory rep to verify his work. Sounds logical? But how could a rep make a judge without seeing it? I can only imagine the rep say it is possible, which was why I didn't call the rep.

Now, this was what was found out.
""I had to do maintenance and took off the burner plate to check for debris and clean it out. I also noted that the igniter was not set up correctly and put a new one in and the sensor needed to be changed. It seems the person that had worked on it really had no idea how the boiler works especially when I saw the igniter.""

Mr. Swatton, did you replaced the ignition cable and said you professionally fixed the problem in Feb 2017? Although I expressed doubt then, you ended up saying I threatened you not paying and making up excuses as stated in your response. Be honest, if I were a person could threaten you, you wouldn't receive any pay from me, and readers could imagine who was threatening who. I ended up paying you because I just wanted to get rid of it and because I am honest that I had no facts against you at that time. However, when truth finally surfaces, I have to pay for the damage you made, and have the very reason to conclude:

ModCon is the worst service company I had even worked with, non skillful and dishonest, and I hope my sharing will help other service seekers make wise decision.

Jason B.

Total rip-off artists. $400 for a gas boiler cleaning? That's outrageous considering it takes 25 minutes. They didn't even vacuum up the mess they made all over my floor after doing the cleaning. Will not be using them again.

Go to your local guy who probably charges $120 for the same service.

Hillside C.

Our boiler started to shut down itself last August. We contacted ModCon for help.

ModCon technicians came over at least 3 times last August, but were unable to fix the issue. They replaced 2 working(!) circulators and charged us $756. The boiler continued to shut off. We asked ModCon numerous times to put back our working circulator pumps, but they ignored our requests.

One of our owners, who is an electrical engineer, tested boiler's electric circuits and discovered the root cause of the issue. There was a wire, which shorted in 24V circuit. Specifically, it was Domestic Hot Water Heat Demand, P11 on the module. He has gone over the cable until he got out all pinch points. Eliminating the shortage stopped boiler shut downs. We tested the pumps ModCon replaced and they all work as expected.

After all ModCon informed us that the price we paid, $756 was just to replace the very first working circulator pump and they were supposed to charge us the same amount of money for replacing the second working pump. The total invoice for their ""help"", according to their logic was supposed to be 756 * 2 = $1512, but they decided not to charge us for replacing the second pump(installed last year, in perfect working condition) and we should consider it as a credit(!?).


The aftermath:

We totally wasted our time and money.

ModCon charges for parts: $611.26 for Taco 0014 circulator pump, which is sold to non-customers by a local distributor for $312, not to mention online prices.

ModCon's yearly boiler maintenance fee is $450. The company who takes care of our heating system charges $150 for the same procedure(it takes about 30 minutes).



Best regards,
Hillside Condominium Trust