COMPLAINT: Donna Cassidy, Chelmsford, Mass.

"Plumbing Unlimited Inc. of Wilmington [Mass.] replaced my boiler and water heater with energy efficient models that included a three-year warranty. I was initially very impressed with Plumbing Unlimited. They put booties on their shoes [before entering my home], the quote was reasonable and the work was done professionally.

"Unfortunately, the boiler was a dud and failed after nine months. I don't blame the boiler problems on them, since they're manufacturer defects, but every time a problem arises, they're more difficult to reach. Four months, three phone calls and one certified letter later, they still haven't returned to replace the defective part on the boiler."

DESIRED RESOLUTION: "I want the replacement part installed."

STATUS: Penalty Box