Brennan Heating & Air Conditioning

We had an electrician out in JanuaryFound that someone (not employed by us) had tried to install a GFCI outlet in the garage themselves and wired it wrongOur electrician fixed and put a new one inShe sent a message asking us to come back out this week, it was tripping again (like before)We
had Nathan (one of our best electricians) out on 3/21/She does not live in the home apparently, it’s a B&BShe took Nathan to the garage and pointed at the GFCIThere was a BUNCH of stuff in the way and she would not move any of itHe had to contort himself to test itHe then started asking her questions to “troubleshoot” why it may have tripped since it was working fine while he was thereHe tried to look at the panel, she wouldn’t let himHe asked questions about what was on that specific circuit, she wouldn’t answer most of his questions and was vague on the ones she didHe asked if there was a backdoor to the houseShe insisted NO and he did not need to go anywhere else in the homeHe asked this because the garage and outdoor outlets are usually tied into the same circuitHe would check them all to be thoroughHe tried to test outlets as much as he could, again only allowed in the garageThere is one on the ceiling of garage but she would not move the car that was parked in the garage below the outlet so he could not reach it without climbing onto the car so he didn’t test that oneShe made him very uncomfortable and expected him to answer why it tripped but not let him do his jobHe then went out to his truck to call the office. He was advised by our Service Manager not to charge her since she wouldn't allow him to actually do his job and to leave as there was nothing he could do if she wouldn't let him

In response to the complaint submitted, registering new equipment is and has always been the responsibility of the homeownerWe do advise, in writing, to each customer we install equipment for that we recommend registering their equipment to take advantage of benefits such as additional warranties
on qualifying equipment and also advise that it must be done within days of installation We also provide the website for your convenience Please see attached for the homeowner checklist that goes to each home on the day of installI have been advised by our service department that had your equipment been registered, it would have given you an additional year parts warranty on top of the year parts warranty that comes standard from *** There would not have been any addition to the labor warrantyRegarding the purchase of a year labor warranty, there is no indication on your proposal, your invoice or anywhere in your file that additional money was collected or that it was even supposed to be part of your estimatePurchasing additional warranties isn’t something many of our customers do so had it been intended to be included in your estimate, it definitely would have been separately line itemed and pricedRegarding the parts warranty, we do not have the ability to grant or reinstate a warranty as you requested as it is a *** warranty, not a Brennan Heating warranty
After speaking with our service manager, it is my understanding that Robert informed you that we could send a technician out to diagnose and/or confirm that the coil needs to be replaced as you claim You stated at that time that you didn't want to pay the diagnostic fee when your friend had already diagnosed the problem. It is not our practice or most reputable company's practice to perform any work based on a customer's opinion or another company's diagnosisRobert further explained that in an attempt to work with you as we continue to strive for great customer service, if our technician was able to confirm that the coil does need replaced, we, Brennan Heating, would provide the coil at no cost and you would be responsible for the diagnostic fee and labor cost onlyIn closing, our records do indicate that we have not performed any maintenance on your system since it was installed in As with any machinery with moving parts that runs often and much like a vehicle, we do highly recommend that annual maintenance be done on your system in attempt to keep it in good operating conditionRobert still has your quote on file should you decide to schedule this repairThank you

Complaint: ***
I am rejecting this response because:Brennan Electrical did not provide adequate resolution for their misdiagnosis and inadequate repairs.Please see my email thread since the day after the repair on 1/3/Mike with Brennan diagnosed and repaired partially (apparently) the frequently tripped GFCi by identifying two supposed problems, but apparently they weren’t the real problems.Mike checked the GFCI with a shelf in front of it with no problemThe same GFCI tripped again the day after the repair and continued, still happening nowI have tried to contact Brennan for the last months to get them to respond but no response until now.On March 21, Nathan with Brennan came for the follrepair.Nathan checked only of the outlets on the same GFCI circuitI asked him if he needed to check the ceiling outlet on the same circuit but he ignored me several times and never asked me to move anythingThere was room for ladder to the ceiling without moving the carAnd I would’ve moved the car if he wanted me to, but my car was never even mentioned.There is no backdoor to the houseI don’t know what the connection is between a backdoor and outdoor outletsNathan can walk out the front door and check all outlets around the houseHe only checked the outlet on the porch and did not ask about or check any otherI told him there are outdoor outlets and wanted to show himBut he was busy taking apart the electrical panel (which is right next to the tripped GFCI and the same things in front of them) and taking photos of it.He asked me several times about a backdoorSeveral times about the weather at the time GFCI trippedI told him repeatedly that there’s no backdoor and the weather was whenever GFCI trippedI asked to show him the other GFCIs downstairs and outlets outside but he just kept ignoring me and go on to dismantle the electrical panelWhen I asked him if he can tell anything from the electrical panel, he says noHe didn’t even touch the frequently tripped GFCI outlet.The other garage indoor outlet that he did test tripped when he tested itI asked him if that’s the problemHe ignored me, never respondingHe then proceeded to leaveI had to ask and he said he was going to call his shop.I didn’t understand why he needed to call Brennan when he didn’t even touch the tripped GFCI and didn’t check all necessary outletsHe spent almost minutes in his vehicleWhile waiting for him I sent an email to Brennan about the situationSoon after, Nathan came to the door only to say that he’s leaving.The majority of these conversations are on my security camera.Brennan never diagnosed correctly and never made proper repairs on 1/3/Brennan’s long overdue follon March seemingly identified another tripped outlet on the same circuit, but electrician Nathan simply ignored it and me as a customerHe also never checked the tripped GFCI itself and other seemingly necessary outlets.Please provide the requested resolution immediately for this dangerous situation that is jeopardizing all those who stay at my home, including myselfThank you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Yes, I could have rejected the offer and endured a very cold and uncomfortable homeI accepted their pricing because I felt there was no choice and no time to shop around as they put itThat still does not explain the reason for the charge of $when the part cost a maximum of $They would not give me a breakdown of parts and labourI feel they took advantage by hiding the parts priceOnly after did I find out the true costVery unethical in my opinion
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:According to my emails to Brennan and conversations on record on the March visit, Brennan failed to:Properly diagnose an issue with a circuit constantly trippingRespond in a timely manner to the problem they failed to diagnose/repair despite communication as early as the day after the original repair visitRecordings show that Nathan did not follow up with an adequate or consistent diagnosis or repair to the original problemHis questions, so-called requests, and discomforts are excuses to Brennan's poor skills and customer service. Please refund the full amount of the original visit in January and additional requested funds for proper (and IMMEDIATE) need for this electrical circuit to be fixed asap
Sincerely,
*** ***

We are a company that strives to provide the best service and customer service possible but we can only do that if the customer will allow us to do our job. In this case, the customer did not give us that opportunity. The customer in question called us for a diagnostic electrical call due to a GFCI outlet that kept trippingUpon arrival, we found the outlet in question was wired incorrectly by someone other than us. Presuming that was the issue, we wired it correctly and replaced the GFCI outletWe charged the diagnostic fee but did not charge anything additional for the repair or parts. When she called us back because the outlet was still tripping, we scheduled a return visit, under warranty, as we realized that while it may have been wired incorrectly, there is clearly something else going on that warranted further inspection. Upon our return visit, the customer would not allow us to do a thorough inspection to try to isolate the continuing issue. If a customer is unwilling to answer questions and unwilling to give our electrician access to certain areas of the home or outlets, it is not possible for us to properly evaluate and diagnose an issue. Our electrician did go to his van to call the officeHe did so to ask for direction on how to proceed because as he reported at the time, in that moment, the customer was not allowing him to do his jobThis is not a case where it's two weeks after the service call and it's a "he said, she said" situation. He handled it exactly the way he should have by removing himself from the situation and immediately reporting what was happening, as it was happening and asked management how to properly proceed given the situation. He was advised by management not to charge the customer and authorized him to leave the job as there was nothing more we could doAfter consulting with Management, we do not feel this is a situation where the customer is due a refundIf we had done something wrong, we could possibly understand the request for refund but that is not the case hereThank you

While there are many statements in the complaint that are simply not at all fact, disputing over a “he said, she said” situation is simply not anything I wish to engage in. Unlike other companies who truly do attempt to sell the most expensive repair first, we will always try to offer the most...

affordable repair if there is a legitimate chance it will get the job done. Overselling is not something our technicians practice and if they did, they would no longer be a part of the Brennan team. Had the super seal worked long term, it would have saved the customer $1,000.00. On the flip side, had we sold the expensive leak test as the first option and then a neighbor or friend claimed to have had the same issue that was repaired for under $300 with super seal, we would have been accused of price gouging and would have been the bad guys in that situation as well.  Regardless of whether we did the leak test back then or now, the tech still would have had to vacuum down the system and add new refrigerant.  There is no situation in which the charge for refrigerant would not have been necessary.   I see zero merit to this claim and in the same situation with customers in the future, we will still continue to try to offer the more affordable options first in the event it might save our customers some money.  With that said, a check will go out in the mail today for the requested $430.00. I trust that this action will ensure that this is the last I will hear of this issue.   Thank you,    Vicki F[redacted] Brennan Heating & Air Conditioning 206.248.7900

Mr. [redacted] did call us and had no heat coming from his 13 year old furnace on Friday, March 16th, 2018. As he said, we were able to get someone out right away to diagnose the issue. We sent a tech to pick up the part rather than waiting for delivery which can take a few days and we returned the...

next day, on a Saturday, to install the part needed to restore heat to his home. We present all pricing before ordering parts so he certainly could have shopped around if he wasn't satisfied with the price we presented. We are always competitive in our industry but we cannot install parts and equipment at cost.  We feel we provided swift and excellent customer service to a customer who was without heat.