Brann & Sons Heating & AC, Inc.

The company is charging multiple service calls for repairing the same issue.I had my AC unit "repaired" by a employee of Brann and Sons on 3/22/16. The employee stated I had water in my drip tray causing the unit to turn off due to a clogged drain. The drip pan was dried and the drain "unclogged" according to the employee.On May 6th the AC unit began to stop working again. I went to check the system myself and saw water in the drip pan again. After clearing the water the system began working again, but not cooling. I researched and investigated finding that the cause of the water was actually a frozen set of coils melting into the drip pan, contrary to the statement the employee made.Having service done on May 11 to fix the water and freezing issue the employee would not concede that the issue were related leaving me and additional service call fee after the repair were completed without informing me of this before starting work. I explained my concern to the employee several times and the employee would say he saw how I was "confused" and related the two, but they were not related. The system needed R410A and Dye added to track any leaks. The installer also waited till after installing the dye that there would be another $80 fee to come find the leak and complet the repair!I was told on the phone if it was a related issue by their staff I would not be charged the service fee. The employee finds any way possible to make the call unrelated even though the factual evidence contradicts this. Even his future service for repairing the leak will be another $80 even though it is related. Desired SettlementI would like a refund of the $80 service fee and for the company to complete the service, without another service call fee, of finding the leak which is all related to the same issue that was misdiagnosed during the original visit. Business Response Contact Name and Title: Charles Brann, SecContact Phone: 252-753-2250Contact Email: [email protected] 15th of this year the homeowner called us for the very first time. His home has equipment that was installed and serviced by a different company prior. We came out, diagnosed a clogged primary drain and resolved it. Several gallons of water had to be removed from the auxiliary pan to reengage the drain switch that had stopped operation of his system. The homeowner never personally went into his attic to see the large amount of water in his auxiliary pan neither with the tech or prior to the techs arrival as he mentioned that he would "have to remember to check for that next time." Everything else was checked and found to be in good working order and the homeowner was charged a minimal service charge of $80 and all parties were satisfied. On May 11( 4 days shy of two month elapsed time), the homeowner called us back out to his home and the same technician went as the previous trip. The homeowner showed the technician a picture on his phone of his coil frozen he had taken in the last 24 hours where the homeowner had personally went into his attic removing panels in an attempt to self diagnose the problem he was experiencing at this time. Technician then checked to see if ice was still on coil and found it was no longer frozen. We diagnosed an issue of lost refrigerant, which drove his coil to its recent frozen condition. Trace amounts of water were in the auxiliary pan, common result when large ice build ups hang over the edge of the primary pan as they melt off of the coils. There was not enough to warrant vacuuming out nor to be concerned about triggering drain switch. He advised us to proceed in our suggested solution of refilling refrigerant and adding dye to system in efforts to find his apparent leak.The homeowner mentioned at this point that his machine had been acting up for the past week and a half. He voiced concern that this was his problem the entire time that has been misdiagnosed when we were out before, which he stated was only two weeks prior. We then explained the difference in his two issues and after checking our records mentioned the actual time period that had elapsed was longer than he had realized in hopes that the homeowner would be satisfied that this was indeed a separate issue. The technician gave the homeowner opportunity to tell whey he felt the two one in the same and the homeowner said that "he has water in his pan."The homeowner then inquired if there was a way in the future he could have us out and not be subject to a service charge. After explaining to the homeowner the economics of why a service company like ourselves could not perform services without charging a fee, we parted ways.The next dialogue from the homeowner came in the form of a complaint notice from Better Business. This was much a surprise. It is understandable the homeowner could be wishful for his two issue to be related to potentially save some money but if he is honest with himself and everyone else involved there is no tangible reason to believe it is. We rest assured every company would charge a separate fee for two unrelated issues two months apart.We hope the homeowner will reassess the small amount of information he collected as not enough needed to pass the judgement that he has passed and sees from a perspective which he had not realized prior. After that he should retract all things he has posted online that are negative and unjustifiable plus not feel the need to slander this company any further.

Brann & Sons worked on our HVAC unit 4 times during a 2 month span. They sent us invoices but refuse to call us back to substantiate charges.Brann & Sons was hired in September of 2009 to install a HVAC unit to a house that we had just purchased. The realtor was the contact person at the time for Brann & Sons. On 02/05/2014, we had one of their employees come look at our unit because it wasn't working properly. Their employee said that the "sequencer" was bad and that he replaced it. He provided us with no invoice at this time. On 02/21/2014, we had their employee come back out because the unit still wasn't working. He looked at the unit and said he didn't really see anything wrong but that the freon was a "little low" so he put freon in the system. Again, no invoice was provided.On 03/05/2014, we had their employee come back for the third time because the unit still wasn't working. He said that the reversal valve was bad but they would have to order parts to replace it. He left again without provided any invoice. This whole time, we were under the impression that this was all being covered under warranty. We were told when the unit was installed that it had a 10 year warranty. After several weeks of not hearing from them, and living without heat or air conditioning, we called them and they explained that the parts were taking longer than expected but they would be there on 04/11/2014. They informed us that they would have to charge $650.00. When we contested this fee they said it was labor charges because it would take two employees "all day" to fix the reversal valve. That it was a very "intense" process.On 04/11/2014, two employees returned to fix the reversal valve. The two men worked for approximately 30 minutes and then came in and said they were done. This was the first time an invoice was provided.On 04/15/2014, we received invoices for all 4 visits totaling $1079.80. We have called them countless times over the course of 4 months to dispute the charges. They called us back late into the evening the first few times and we weren't able to answer. Since then, we have continued to call and leave voice messages and now they simply refuse to call back.On 08/01/2014, we received new invoices totaling $1,138.95. "Finance charges" have been added. We have said in all of our voice messages that we need to handle this matter during business hours and have not heard back from them in months. Desired SettlementBilling adjustments need to be made to our invoice. This company charged multiple service call fees for visits where nothing was actually fixed, for providing freon that *was not* needed, and outrageous charges for hourly workers. Business Response Contact Name and Title: [redacted].Contact Phone: [redacted]Contact Email: [redacted]02/05/2014 Arrived at residence. Heat strips were not running and the part was replaced. Unit functioning properly when finished.02/21/2014 Added refrigerant to system. Unit functioning properly.03/05/2014 Reversing valve bad.04/11/2014 Replaced reversing valve. Repair cost of $650.00 was approved by homeowners. Unit functioning properly when left. NOTE[redacted] Replacing reversing valve took much longer than 30 minutes. Technicians ordered part and went and picked up part. Traveled to homeowners house, replaced part, filled out warranty claim on part and returned part to supply house. We had approximately 4 hours with 2 technicians completing the task. When homeowner complained about the bill, contractor called homeowner several times but never talked with homeowner but one time. Then contractor did not respond back again after homeowner left upsetting voice mail accusing contractor of scamming him. Consumer Response The company's response is further proof that they are terrible business owners. The information they provided is incorrect.On 2/05/14 - the sequencer was replaced. This DID NOT fix the unit. We were charged an $80 service call for something that DID NOT fix the unit. On 2/21/14 - the worker came back and literally said to me "I couldn't really find anything wrong with it but the freon looked a little low so I topped it off for you." Again, this DID NOT fix the unit. We also DID NOT consent to him doing this. We were eventually sent a bill for $140 worth of freon that DID NOT fix the problem and that we DID NOT consent to being put in our unit. On 3/05/14 - the worker came back AGAIN and we were charged $120 for a weekend service call. (Keep in mind that this whole time we are living without a working unit so our family was freezing because the heat would not work.) On this visit, the worker FINALLY figured out that the problem had been the reversal valve the WHOLE TIME. He told us that he would have to order parts to fix it and they'd call us to schedule a time to fix the unit once the parts came in.On 4/11/14 - OVER A MONTH LATER! We had been living without heat or air condition at this point for over a month with TWO small children in the home. Before the worker came on this date, the *did* tell us the fee would be $650 for labor. We asked why this would be so expensive and the owner explained it was because it would be an "all day job". The two men that came to my house were here less than 45 minutes from the time they pulled into my drive way to they time they backed out of the drive way to leave. $650 worth of labor charges for two men is ABSURD. -- Brann & Sons employees worked on my unit for less than 45 mins. I am not responsible for the time they spent getting the part to fix the unit. It is their responsibility to have the materials necessary to DO THEIR JOB. Concerning the phone calls, we have called Brann & Sons DOZENS of times to resolve this billing matter over the course of the past few months. We do work for a living and aren't always to pick up the phone every time it rings. But we have been the ones actively trying to reach a solution to this issue. Brann & Sons have been avoiding our calls and refusing to return our calls, and then send us bills with ADDED finance charges for non payment. That is a scam. You can't refuse to communicate with a customer about their bill and then conveniently pad the bill when you're the one refusing to deal with the issue. NO payments will be made until this matter is settled and a fair amount has been agreed upon. We were NEVER informed that there would be "service call" charges. And it wasn't until after TWO MONTHS and FOUR VISITS that we were sent a bill. Honest companies inform their customers of charges BEFORE they are accrued.