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:04/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I hired Burton to install a new water heater, which was a huge mistake. After the initial installation, I noticed a strong gas smell and discovered that a pipe had been left leaking. If we had been gone or had left for our vacation like we had originally planned (my husband had to miss it due to these issues), I am certain a fire would have started in our basement and/or our basement would have completely flooded due to the plumbers negligence. The plumber later admitted to me that he left that pipe leaking when he returned.
  
  The second water heater they installed also had leaking issues - allegedly the first one was a “manufacture error.” When I called to ask them to come back to look at the second water heater, they refused to come back the same night to look at it despite the urgency of it substantially leaking.
  
  Ultimately, the problem with our water heater leaking was being caused by our PRV which they failed to investigate or look into further until my husband and I did our own education and asked them to. I then had to spend 10 minutes explaining to their plumber on where our PRV was (he told my husband we didn’t have one). The initial plumber told me that a new PRV wasn’t necessary to fix our issues. Through my 10 minutes of research, I found otherwise.
  
  Through another plumbing company, I have also learned that they didn’t install an expansion tank with the water heater, which they said is considered code in Omaha.
  
  Burton’s lack of professionalism, unsafe workmanship, and poor communication throughout the process were unacceptable. Despite all of this, they have refused to refund my labor fee - which I feel is very reasonable for this situation. I have been in communication for them for five weeks and have had to call them back every time as they had horrible communication throughout the whole process when voicing my concerns.
  
  I am requesting a refund of the labor fee due to the serious safety concerns and inadequate service we experienced.

  

  Business Response

  Date: 04/25/2025

  We had a manufacturer default with the first heater, and replaced it with a new tank.  All other issues have been resolved.  The faulty heater is not our fault, we didn't charge extra for the replacement.  I am willing to do a small refund for inconvenience of $300  Thanks *** ******** / GM, Burton

  Customer Answer

  Date: 04/28/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 04/28/2025

  we are refunding to the original form of payment; Visa

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Burton performed work on January 15, 2025, to convert a 220V electric range receptacle to a 110V gas range receptacle. Burton negligently damaged adjacent stone countertops. Burton admitted to such and admitted they could not locate broken section of damaged countertops. Homeowner contacted 10+ countertop installers and only one could repair, however, piece(s) of damaged countertops are required.
  
  Burton damages exceed $5,000 to replace damaged countertops. Burton has agreed to waive the total amount due for the completed work, which was $595.00.
  
  However, Burton points to the signed estimate that "You agree to remove or protect any personal property that may be located in or near the work area."
  
  Homeowner has replied, in writing, that: "All personal property was removed as required. As you are well aware, countertops are classified as real property due to their permanent installation within the structure of the home. This makes them an integral part of the real estate and not easily removed without causing significant damage, which is why they are considered part of the property when selling a home.
  
  It is concerning that Burton is relying on inapplicable terms and conditions in this matter. I find this approach to be unprofessional and unacceptable. As a result, I reject your offer. If a settlement is not reached by Friday, I will proceed with legal action to seek damages, which your company has already acknowledged."
  
  No resolution to date. Homeowner demands replacement of damaged countertop or, in the alternative, settlement.

  

  Business Response

  Date: 02/14/2025

  We are actively working to reach an agreement here, and are in contact with the customer.  will advise when we get the matter settled 

  Customer Answer

  Date: 02/14/2025

  Reached settlement agreement with Burton Plumbing.  Please remove complaint.  Sincerely, **** *********

  

  Business Response

  Date: 02/14/2025

  We have agreed to settle this with the customer to the terms they requested and agreed upon, we will consider this matter settled.  thanks 

  Customer Answer

  Date: 02/14/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* *nd find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:02/12/2025

  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.

  Nearly new furnace quit working on one of the coldest nights of the year. I was told no service technician was available despite this company advertising 24/7 service availability. This is unacceptable. I'm wondering if Burton is willing to pay for any damage to my plumbing? This is the last time I do any business with this company.

  

  Business Response

  Date: 02/14/2025

  We always try to respond quickly to customer needs, however there are times we are already booked up and have to schedule at later time.  We will follow up to insure this customer has been taken care of, Thanks 

• Initial Complaint

  Date:01/22/2025

  Type:Billing 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.

  Transaction date(s) between ****** *** ****** ******** to Burton A/C Heating Plumbing & More: 02/26/2022 and 01/21/2025
  
  To date (01/21/2025) ****** *** ****** ******** have paid the above listed business $14,849.
  
  Burton A/C Heating Plumbing & More has committed to a 10 year parts and labor warranty.
  
  On or about 02/26/2022 Burton A/C Heating Plumbing & More was paid in full ($14,744) and installed a new furnace and AC unit at the residence of ****** *** ****** ********. Per the City of Omaha, an OPPD (Omaha Public Power District) inspector was required to inspect all work following the installation. The inspection failed the installation three (3) separate times. Burton stated the work was corrected and complete after each failing grade.
  
  Approximately one (1) year after the installation the furnace stopped working. Burton was notified and arrived at the ******** residence. A Burton technical employee observed condensation (water) was leaking into the furnace unit due to incorrectly installed drainage. The drainage issue was resolved under warranty at no cost to the ********S. The unit was not replaced.
  
  On 01/21/2025 the furnace failed to reach a temperature of 65 degrees, producing heat intermediately. Burton was notified of the issue and a technician was dispatched on the evening of 01/21/2025.
  
  During the inspection on 01/21/2025 ****** ******** observed the technician open the furnace. ******** immediately noticed a large amount of rust. The technician stated the rust was from the prior drainage issue and was "normal". The technician stated he observed rust on the furnace burners and flame sensor. The technician then stated the current issue was caused by the rust on the burners and sensor. The technician then removed the rust at a cost of $105 and stated it was not under warranty.
  
  ******** is seeking a reimbursement of the $105 and the replacement of rusted parts within the furnace.

  

  Business Response

  Date: 01/24/2025

  we are processing the refund for the customer.  thanks 

• Initial Complaint

  Date:11/07/2024

  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.

  I had Burton come to my house in October to asses my plumbing situation, since I had a warranty previously on some work done earlier in the month. (my main floor toilet overflowed into my basement ceiling and beyond)
  They came out to look at the damages. They had me sign an ipad to start work to see what was going on in the main sewer line. I have asked for a copy of what I have signed and they will not provide an invoice, a copy of what I signed, or a break down of the work for my adjustor. They said we will be done tomorrow and you owe, $24,000+ tomorrow. I told them I didn't have it. I felt over charged and I had no idea they were going to be done that quickly. They walked off the job site with an exposed sewer line in my home and left me without any temporary plumbing. That was last Thursday. It's been a week without plumbing. I work from home. They have me in a corner and they know it. They have overcharged me 2.5x what another plumber would. I'm getting the run around...I want the original copy what I signed.

  

  Business Response

  Date: 11/18/2024

  We have agreed to the settlement proposed by the customer, this matter is satisfied.  thanks 

• Initial Complaint

  Date:07/02/2024

  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.

  I had Burton come out to my house on June 18th to fix my A/C unit. The tech told me the capacitor was bad and needed to be replaced. I told him I had a warranty and I thought it was covered. He told me it was not and that all the parts were covered, but the capacitor. I found out later with my paperwork from the company that installed the A/C unit and talking to Daikin that all the parts are covered with the warranty. It took three calls to Burton to try to resolve this. I was refunded $100 on my credit card. My issue is the billing invoice and how the part is listed in addition to the amount I was refunded. It's listed at a price of $311.00. There is no breakdown of what the part cost and how much the labor is. Is Burton allowed to just make up numbers on their own? Does it really cost $211.00 to install $100.00 part. I find there billing practices deceptive and want a fair refund on the part.

  

  Business Response

  Date: 07/18/2024

  Burton was contacted by the customer **** ****** to come out and assess the issue with his A/C unit.  Out tech arrived, offered a solution and Mr. ****** agreed to the price.  As we did not install the equipment and do not carry the specific brand it is not Burtons responsibility to know his level of warranty on the equipment from another company.  He signed for us to install the capacitor and for the service fee totaling $406.23.  As an accommodation we agreed to a small refund him even though we are not required to.  The warranty he has to take up with his install company that he purchased the equipment from.  Thanks *** ********, GM / Burton

  

  Business Response

  Date: 07/19/2024

  We were contacted by the consumer to service their system, we offered options and prices which the customer agreed to.  We don't install the same brand that the customer has in their home but we can service most any brand including this one.  The customer agreed to the price, we completed the service.  As a courtesy, we refunded him an amount, which we didn't have to do.  Warranty's if any, would have been honored by the company he purchased the system from, he chose to call us, we completed the work in a timely, professional manor. If he is owed any refund for parts, he needs to go thru the original installer.  Thanks **

  Customer Answer

  Date: 07/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was told by the service tech from Burton that the part was not covered. I then paid for the parts and the trip charge given his incorrect information. For this reason, Burton needs to refund the entire price for the part because I was given false information and paid for the part that was covered under a warranty. 
  
  In addition, they did not itemize the part and labor to install the part on the invoice. Does it really cost $211 to install $100 part? I am certain I was either over charged for labor or under refunded for the value of the part.
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I called Burton about the $93 or it’s free promotion to get a drain unclogged at my mothers house. I mentioned the promotion right away on the phone. The plumber came out to her house the same day. He came in with no tools. He looked at the drain and said it would be $400. Then he charged her $89 on her card for just coming out. I called Burton right away when I found that they had charged her and didn’t fix anything. They told me somebody would call me back to discuss this. The next day nobody had called me so I called another company. This plumber came out with tools in hand and unclog the drain in under an hour charging me $189. I feel as if the plumber from Burton saw that my mother was old, lived alone, in a low income area, and a woman who just suffered a stroke, and took advantage of the situation. I should have been there to help her but I thought I could trust Burton since they are a large company in Omaha. I again called Burton back the next day and they again said somebody would call me. This happened on Wednesday and it is now Friday and nobody has called me. I have called twice and told both times they would contact me. This is false advertising and taking advantage of vulnerable consumers. I would like the money refunded as stated in the ads I attached.

  Customer Answer

  Date: 01/17/2024

  I heard from Burton Plumbing. They have apologized and refunded my money.

• Initial Complaint

  Date:10/27/2023

  Type:Billing 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.

  Both Burton technician and Burton comfort advisor told me the $89 charge for technician to come out would be included in the price of the new A/C that I had installed the next day. Service was done October 18th. I was charged both the $6,500 for the new A/C and the $89 which I was told would be refunded because it is included in the price of the new A/C. Contacted Burton multiple times but no response from the company.

  

  Business Response

  Date: 11/28/2023

  Thank you for your feedback. We have refunded $89.00 to the card that was billed on 10/26/23. Please refer to the attached invoice for details. I apologize for any miscommunication on our part. If you do not see the refund reflected in your account, please contact our office. Thank you for choosing Burton Home Service.

• Initial Complaint

  Date:08/28/2023

  Type:Billing 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.

  needed a simple hood fan for our gas range and an exterior light installed. They sent the technician out, who provided the quote and I had him install the exterior light the same day. Two days later I returned home to find the exterior light hanging by a wire. Moving on, I was told we needed to reroute our venting for our new hood vent as it “was not up to code.” Therefore, Burton had an outside roofing company cut a new hole in our roof to provide new venting. During one of the visits, one of the technicians stated “they were not sure why we had new venting routed as what we had already had was up to code.” Again, concerning as I would not like to cut into our roof unless necessary. Unfortunately, the next time we had precipitation, water started leaking through onto our range from the new hood that turns out was installed improperly. We had our own roofing and inspection done to find Burton used the incorrect piping and did not insulate, causing the issue. We then had to fix all these issues at our own cost. Meanwhile, we were told a technician had to come out and verify everything was installed properly. No one came and I never received a bill in the mail. Months later, the technician called who I originally worked with and I explained everything that had happened. I stated I did not feel it was right to pay for work that was done incorrectly, and caused multiple headaches for what should have been a simple job. He apologized and stated he would speak to his manager. A few back and forth phone calls I heard nothing back about a resolution. We then received a bill for the full amount. I called, and spoke with someone in the billing department, explained what happened, and was told I would get a call back. I never received a call back. Then, I now received a statement in the mail from a collections agency stating we owe Burton the full amount. I have yet to speak with someone about this after calling back again trying to work out a resolution

  

  Business Response

  Date: 09/08/2023

  After regaining contact with the customer, the invoice has been adjusted and resubmitted. Collections has also been notified to cancel the process as the customer has agreed to the adjusted invoice amount. 

• Initial Complaint

  Date:06/21/2023

  Type:Product 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.

  Burton evaluated a sewer issue with the homes main drain line and replacement was determined. Burton sales rep agreed to home owner that the sump pump and water drainage system/pipe would be put back in after work was completed on main drain replacement. The work was completed in January/February 2023. With recent heavy rain an area has started to wash out with erosion and enough wash out has happen to show the sump pump and water run off drainage pipe we’re not installed back in the ground as one intact pipe. The pipe was cut and buried not attached. The drainage box is not set deep enough to catch water run off from sidewalk as before. The sump pump line is now attached to the water run off drainage pipe where as before it had its own pvc pipe that ran out into the yard. The erosion is deep tunneling a few feet away from the home’s foundation and home owner has gotten water in basement once already this spring. Home owner has been in contact with Burton and they promised to send someone out to look at issue and now are not getting back. Burton reps are trying to say they don’t replace drainage/irrigation with jobs but agreed to do the work to get the business. Home owner called during the job to make sure everything would be replaced as told and home owner was reassured by Burton office secretary that it would be completed. Burton did agree to replace and buried the cut pipes and then claimed to home owner they did put back what was taken out. There was never any communication that they dont replace certain things or never any communication that they weren’t sure how the systems was to be put back in and never any communication that the sump pump wouldn’t have its own pvc pipe anymore and never and communication that the water drainage pipes integrity was compromised now because sections of the pipe are cut and just set back in the ground impeding any flow of water through it and causing severe erosion near the homes foundation with risk for foundation damage.

  

  Business Response

  Date: 07/03/2023

  Burton has been working closely with this customer to ensure that her issues have been resolved. We spent the day digging up the area of concern, while working with the customer on site to be sure that we were able to address all concern regarding the work that was performed on her property. After completing these tasks confirmed that we covered all the issues that were stated. Customer happy with the solutions.