Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/10/22 I contacted Berkshire Heating and Air Conditioning because I had no heat in my home. I was told that it would be $200 just to walk in the door on the weekend. A technician came to our home and diagnosed our heating system. He informed us that the furnace would need to be cleaned and a few parts would need to be ordered on 12/12/22. He informed me that I could get $100 off the weekend call if I purchased a Service Plan for $279.00. I purchased the service plan. I was informed 12/13/22 that the parts had come in and that they could be installed on 12/15/22. The technician showed up as promised and installed the parts. It turns out that the $550 worth of parts we purchased didnt solve the problem. The furnace leaked water and needed to be replaced. I was told that a Comfort Advisor would meet me at noon on 12/16/22. I met him and I was informed that a new furnace would cost $12,000. I asked him if we could get a refund on the unneeded parts. He said we could if we agreed to buy a new furnace from his company. I was told that they would likely not be able to do the install until the week of January 6, 2023 or later and did I still want him to run my credit check. I told him, No. because I couldnt wait a month in the middle of the winter to wait for my home to be heated.I contacted another company and within 2 days I had a new boiler installed for $7,628.00. I do not feel it is fair that I should have to pay for the parts I purchased based on Berkshire Heating & Air Conditionings misdiagnosis of my heating system. I am requesting a refund of the $550 for parts that were never used. I shouldn't have to buy an overpriced system from Berkshire so they can include the price in the new furnace's estimate.

  

  Business Response

  Date: 03/10/2023

  ********************** called us Berkshire Heating & AC on Sunday 12/10/22. He was quoted After Hours rates of $199 diagnostic for us to come to home. The technician also must has explained to him that we offer Priority 1 Maintenance Agreements and if he was a member, the diagnostic fee is only $99 even though it is After Hours. He was quoted and approved $178 for our Priority 1 Agreement; we can provide the signed document if needed. The technician went to home and this was his diagnostic:
  Upon arrival found Pilot assembly was installed backwards, causing boiler to soot up and also melted thermo link. Will need to have heat exchanger cleaned and pilot assembly correctly installed and new thermo link.  No other parts needed at this time, but will not know until repair is done. No heat at this time
  Heating oil full
  Please note the highlighted line above. This is in the customers invoice which I will attach and was also approved and signed by the customer. It clearly states that parts are needed for a repair, we will not know if anything else needs to be done until that repair is made. The customer paid a total of $277, $99 for the diagnostic and $178 for the Priority Agreement (not the $279 that ********************** stated in his complaint).
  The parts were ordered and we got a tech out on 12/15/22. He thoroughly cleaned the heat exchanger and changed out the part. The unit started up however the burners began leaking and the unit was then a safety hazard and we had to shut it down. Here are the notes from this technician:
  Brushed and vacuumed heat exchanger, replaced thermos link. Started system back up. Boiler began to leak on burners. Heat exchanger has leak. Will need to replace boiler.No heat at this time
  Our policy at Berkshire when there is a breach in the heat exchanger,we notify the customer and fill out a Heat Exchanger Breach Form and have the customer sign it so they are 100% aware. (a copy will be attached). Our tech recommended a Comfort Advisor to come out and quote replacement of the unit due to it being shut down for a heat exchanger breach. ********************** was advised that if he did purchase a new unit through Berkshire we would gladly credit the $550 he paid for the repairs. The $550 consisted of $452 for the plugged heat exchanger cleaning, $202 for the safety roll-out switch. We waived the original $99 for the diagnostic because he was a Priority customer. The customer actually short paid the invoice by $5 for you will see that is adjusted on the invoice.
  Our Comfort Advisor went out on 12/16/2022 and quoted for a replacement boiler. It was the middle of winter and we were extremely busy. We have 5 install teams and we were booked solid for people without heat.
  ********************** chose to get another quote and have it installed by another provider. While I understand that he had no heat and he had to make the best decision for him and his family, that doesnt mean that the work and time that our technician performed should be for free.
  All estimates, invoices and forms are attached for your review. 

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our furnace serviced by this company for over 20 years, last Friday a technician named ***** came to our house and fixed and diagnosed and found the problem. He then verbally in front of myself and my wife, gave us an estimate of $1000.00. I said is this for everything, parts and labor, he said yes. He then had me ensign on an iPad, never showing us the estimate and never giving us a copy. Then another technician came a few days later and fixed the furnace at a cost of $1402.00. When my wife called the office , she was rudely told there was nothing they could do because I signed the estimate which they then sent in an email. Having trusted them for over 20 years, I never through t they would try and pull this , especially on senior citizens. I believe the technician lied, either to us or to his employers. I think this company owes me $402.00, and I know you dont do that, but I will file a small claims against them .Thanks for listening.

  

  Business Response

  Date: 10/31/2022

  To Whom It May ******** I have attached all necessary documents in this matter. The email trail, the screen shot of what is presented to the customer via our iPads, the actual estimate signed by the customer, the completed invoice signed by the customer once the work was done and the customer had heat. ******************************************* & AC takes pride in work and is a very honest company. We always quote the repairs up front and everything is done via our ipad and through our software. There was no complaint by this customer until after the work was completed and they had heat. We have all necessary documentation to prove that there was no dishonesty on the side of Berkshire nor the technician. Out of courtesy I will give a refund of $200 to the customer. Though I do not feel it is warranted, I also do not want a customer tarnishing the name of a company that I do my best to rise above the negativity. If the customer will agree to $200 credit, please adviseand I will process. 

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18329654
  
  I am rejecting this response because: I understand they have all  the documents and forms I signed, that I dont dispute. What *** said all along is the technician lied, my wife and I stood together and he told us the estimate was 1000.00.

  he never showed us the forms we signed.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 11/01/2022

  I feel that $200 is a fair compromise. I do not believe that my technician lied. My technician **** has been with my company since 2017 and has received minimal to no customer complaints over the years. He is one of the best techs most honest techs I have. Once again, I will offer a $200 refund as a compromise only, as I do not feel we are in the wrong. 

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18329654
  
  I am rejecting this response because: ok so I guess my wife and I are lying. As far as Im concerned you can end this complaint, it seems they are not going to admit there was any wrong doing on their part. ***** knows what he said and is covering his you know what. Next time I will make sure the next company that comes to take care of my furnace, shows me everything before I sign. I will be a lot less trusting from now on.  It definitely will not be Berkshire Heating. Thank you for all your help in trying to resolve this issue.

  
  Sincerely,
  
  *******************************