Burant Heating & Air Conditioning

We installed 2 furnaces for [redacted]. After a month customer called and said fan seems to run a lot and wants us to come out. We asked him if the furnace was holding temp and he got aggravated and started to swear and name calling - (there is a setting on the thermostat that is fan...

on or fan auto we were trying to see where the setting was) We told him that there is a 10 year parts and 6 year labor warranty on equipment failure and no warranty on operator error and he blew up dropping F bombs. We hung up on him. the next day his wife called and we walked her through the thermostat and it was set to fan on. [redacted] later emailed us apologizing and thanked us for helping him out. We did go back out and checked the settings for him at no charge

Excellent Customer Service. I called in a panic and *** calmly walked me thru the problems I was having. He had me send photos of my ID tag so he could properly look up the parts he would need for my repair. He came out the next day and repaired my furnace. I am one happy customer and have been referring all of my customers to Burant. They were respectful, prompt and easy to work with.

My husband and I couldn't be happier with the service we've received from Burant Heating & AC. They are professional and reliable and we highly recommend them.

I contacted this company and their representative *** came out because my central air unit was not working. *** told me the unit was 23 years old and need to be replaced. He encouraged me to purchase a system from them and after 20 minutes I was presented with a bill for $140.00 that I was told would be credited if I bought a system from them. I decided to get a second opinion and was told by the other company that my system is working fine and some must have let the freon put as it was almost empty and my system is under 15 years old. It should not be so low and there are no leaks. I am appalled at the entire situation. I ended up paying the other company for their time and I will not pay burant for trying to cheat me!

Well I don't know what to say other than good-bye. I had a positive experience with them until the last time I requested service. The tech got violent with me on the phone, and the furnace never got fixed. (It wasn't ***). When I contacted another HVAC company, a simple diagnostic check and the furnace needed a new control panel. The new company also discovered a part Burant installed from a previous service call was the wrong one. I have to believe the other HVAC company for two reasons: First of all they work exclusively with Rheem. Burant exclusively works with Bryant. OK it's a diverse industry. Additionally, I kept the old part in the box. The new HVAC company reinstalled the old part while one of his co-workers brought all the correct parts from their New Berlin, WI office to my Bayview home! All's well that ends well; I have heat. Although it cost me an arm and a leg! Not only with repairs, but try running three space heaters an entire weekend.

Review: I have had an annual maintenance agreement since 2010. In the past they have always called to make an apointment within a 12 month period, which in my opinion is the definition of annual. The last time they were here was in May of 2012 and I have not heard from them since. The agreement inludes the replacement of a furnace filter and a water pad for the ***. When I called to see why I had not heard from them, the answer was that they are 7 weeks behind because of the cool spring. My payment for this agreement is made monthly via my Visa regardless of the weather. The impotance of replaceing the water pad and especially the furnace filter was stressed at the time I entered into the agreement, I therefore replaced both of them myself and found that they were extremely dirty and it was definitely in my best interest to have done so. If a business is dependent on the weather they should be aware of this whether it involves highering of part time employment or working overtime.Desired Settlement: Since the payment was by credit card and they received their money on a regular basis, I feel that some equitable repayment should be made to me at least for the cost of the filter and water pad.

Business

Response:

Attached please find the documentation regarding Ms. ***'s complaint.