Bren-Air Heating & Cooling

Review: We used Bren Air to replace our hot water heater in 2011. They installed a tankless hot water heater(water heater/furnace combo). This past February (2015) we experienced an issue with the unit as the heat kept clicking on and our home was a constant 85 degrees +. Although this was at times nice during the cold weather, clearly there was an issue. We had called countless times over a weeks time and we had finally came in contact with [redacted]. He suggested that we can turn off the emergency switch located on the wall to turn off the unit to cool down the house and turn back on as needed until they can come out to inspect it. On the second day of doing this the unit never turned back on. We had called back and he made time to come out the following day(thursday 2/5). [redacted] fired the unit back up and the block cracked and water poured out of the unit. He stated that the part would be warrantied but not the entire unit. So we had no heat in my house with my wife and 2 year old daughter. He told us he couldn't come back until next week to fix it!( this was during the coldest part of the winter when we had the 0 degree nights)

We had spent $4,800 in 2011 for the unit, he now stated that he would need to order a part and that would take days to get and not to mention the labor involved in replacing it. [redacted] told us after a long debate that he can push back his other appointments and come back on Friday and replace the entire unit again for another $4,800. We would need to pay it in full and he would send us a check for the warrantied part(cracked block) $500. We had no choice at it was Thursday evening and we had no heat in the dead of winter and we did not have time to find other quotes from other companies. We did agree for Bren Air to come on 2-6-15 to replace the unit. We payed in full with the intentions of getting the refund of $500 and they left without completing the job. A valve still needs to be put in per code as stated by the service techs.

I have not seen them since and every time they call they screen my calls and don't pick up the phone or return my phone call. I finally called them again with a friends phone as my last name would not come up on their caller id. With much stuttering in [redacted]'s voice he assured me that he was working on getting the refund from the distributor and that he would have a check out the following week. That was 2 weeks ago in late March. He also said he would talk to the service techs to come back out to install the valve. That has yet to happen and they still won't return my calls as I followed up today. I obviously want my money back as he verbally guaranteed that to me but I also want the valve installed as needed per code to ensure the safety of our family too. Please help us in resolving this issue.Desired Settlement: We want the refund and to have the job completed

Business

Response:

Upon receiving the initial complaint, I contacted the customer and explained the delay in getting his warranty payment back to him The process takes time, I was able to get him a substantially bigger settlement from the manufacturer than we were originally quoted. We mailed the customer a check for $1215.00 as we received from the manufacturer. The original amount in question was $500.00, I felt this was inadequate for a boiler that was only 5 years old. I contacted another distributor who helped me obtain a higher settlement. I feel that we have met the needs of the customer and after our conversation, I believe he was satisfied with the result. Thank you, [redacted]/Owner Bren-Air Heating & Cooling.