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:03/28/2023

  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.

  I have been trying to contact Eric ******* since March 14, 2023. The receptionist stated that the have 5 business days to respond. Mr. ******* is the only one I can talk to concerning the furnace that was installed at my residence. The humidifier on the unit should have been replaced as it is not working properly an is a much older which I believe is not compatible with the new furnace. I have a contract with another company that does the regular maintenance on the A/C and furnace. They have been out to my residence 2 times trying to fix the humidifier with no luck; I have even paid out of pocket cost to rectify the issue. As a result It is extremely dry in the house due to this issue.
  
  This is also not the first time I have encountered issues due to an oversight on the part of their technical team. As result I failed to first inspection by the gas company. The basic lack of courtesy and communication concerning this issue is not acceptable. This is supposed to be a company with a A+ rating known for their professionalism. I would have expected better customer service than I what have I experienced so far.

  

  Business Response

  Date: 04/07/2023

  On 3/30/2023 our manager Eric spoke to the customer regarding the issue. He scheduled a job to have the humidifier looked at.

  On 4/3/23, our techs went out to address the concern. Techs reported that the existing humidifier is compatible with the system and showed the customer that it was working and how to check it. Techs reported that the customer was satisfied after the visit.

• Initial Complaint

  Date:01/23/2023

  Type:Sales and Advertising 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 for an annual inspection/cleaning. They told me that I had holes and cracks in our heating exchange. They showed me pictures *********. They quoted us thousands to fix it and said we needed an entire new HVAC. They were even willing tell the insurance company of the need for a new hvac system. They also told us that we were at risk for carbon monoxide poisoning, due to the holes. We had a different HVAC person come and inspect the system (2nd opinion). He said that our system was completely fine....no holes/cracks. He said that they didn't even clean the system (reason for the Burton visit in the first place). He also said that the pictures that they showed me were not from our hvac system. False photos and consumer/insurance fraud is what it boils down to.
  

  

  Business Response

  Date: 02/17/2023

  Business Response /* (1000, 5, 2023/01/24) */
  We have taken this matter to the department manager. After looking over the service record and pictures, our manager Eric would like the chance to go back out and take another look at the system with another technician and see what has happened and do our best to make things right.
  
  Would that be acceptable?
  
  
  Consumer Response /* (3000, 7, 2023/01/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not feel the need for anyone from Burton to come and look at my furnace again. I have already established that there is nothing wrong with it. I do not trust anyone from Burton. ************************************************************************************************************************************* If my insurance company wants to send someone out to evaluate my furnace to investigate attempted fraud, I am more than happy to accommodate. Or if a governing agency, such as the attorney general's office would like to send someone, I will accommodate them as well.
  
  
  Business Response /* (4000, 9, 2023/01/25) */
  We have had customers, with similar concerns, allow a manager and technician to come back and each time we have proved our pictures are real. It has been other companies that tell customers "that's not even your furnace" to get them on their side.
  
  Our manager would appreciate if Cristin would be available for us and another outside person or company (Cristin's choice) to come out and prove or disprove the findings. We have the utmost confidence that our technician did not present "false" pictures. He uploaded all his pictures to include the information plate into our records system.
  
  We take these kinds of concerns seriously. So if it is proven that the photos were "false", that allows us to take action and address this issue internally and make things right with Cristin.
  
  
  Consumer Response /* (4200, 11, 2023/01/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will maybe accept the proposed resolution of a 3rd party inspection. However, you should know that the certified HVAC person that inspected our unit has over 20 years of experience and is not affiliated with any local residential HVAC company. He traveled/came as a favor to a friend. Therefore, he is not trying to win us over to his company and didn't have any reason to not tell us the truth. In fact, I'm still looking for a new HVAC company. Furthermore, when your technician was at my house, he quoted me a price to fix the issue. After I told him that I thought it was under warranty (which it is), he said that the quote included the warranty. That doesn't add up because he quoted me before I told him about the warranty. Then he went on to say that the warranty wouldn't be valid, since I wasn't the owner when it was installed (false). And then told me that if it wasn't under warranty, the quote would go up. Again, the quote was given before I even mentioned a potential warranty. And the price shouldn't go up if there is a warranty. Then when the salesperson came out to talk to me about a whole new furnace, he alluded to the fact that he would say what was "necessary" in order to get my insurance to cover it.

• Initial Complaint

  Date:12/29/2022

  Type:Billing 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 did terrible work on my furnace. They- after my complaining to the BBB- refunded the money. Now they charged my credit card again- only this time they charged 3x the monthly fee. I contacted them but they don't reply.
  ************************************************************************************
  

  

  Business Response

  Date: 01/23/2023

  Business Response /* (1000, 5, 2022/12/30) */
  According to our records we processed 3 refunds, each for $****, to Mr. ******** on 12/28/2022. Refund was for previous 3 months of service membership that has been cancelled
  
  
  Consumer Response /* (3000, 7, 2022/12/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did not receive a letter stating that they would t charge me again in the future. I am a ** year customer of theirs and have spent probably over $****** with them and and they are treating me badly. I guess I've been naive about them
  
  
  Business Response /* (4000, 9, 2023/01/09) */
  When we canceled the VIP membership on 12/06/2022 we also deleted the stored payment information from our system. Going forward there is no longer an active VIP membership and we have no forms of payment on file for Mr. ********. There will be no further charges from our end.
  
  
  Consumer Response /* (2000, 11, 2023/01/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They did refund me, but I no longer trust them and hope they change there way of doing business

• Initial Complaint

  Date:11/18/2022

  Type:Customer Service 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 has sold me a AC a furnace and $****** of plumbing. This is on top of 25 years of me using them to install and maintain thousands of dollars of equipment
  They recently came and installed furnace filters that was done very very very poorly and could have damaged my furnace. They also claimed to clean the burners in my furnace which I now doubt was done.
  I called them twice and sent 2 messages. They ignore me.
  I wish to have everything I have paid them for my maintenance contract for the past year plus what was charged for the last work they didn't do
  

  

  Business Response

  Date: 12/27/2022

  Business Response /* (1000, 5, 2022/11/21) */
  Our manager Derek spoke to Jim ******** on 11/21/22. We are going to process a refund for the visit on 11/04/2022 in the amount of $******

• Initial Complaint

  Date:11/09/2022

  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.

  I purchased a new A/C.-heat pump unit in August of 2021. This unit sits in our attic for those not familiar with them. Within eight hours major water damage from the leaking unit to my upstairs hallway. Turns out they forgot to install the pipe to the drainplug. Then it leaked again, and the fan was set on the wrong setting, then again and the drip pan was in the wrong spot and again when the unit wasn't level. Again, oops, wrong drip pan, they were using the drip pan from our old unit, why wouldn't you use the drain pan that came with the unit? Within one year, Burton had to return at least 14 times to fix a leaking unit, which caused damage to my home, at one point water was in the ceiling on the main level, it had traveled down the walls. They fixed the damaged walls and drywall at one point, but the unit leaked again and again and again. NIGHTMARE!! Never the same technician, never clear communication between the technicians, management was going to come look at it personally and that never happened. When I asked for invoices of their visits, none of them stated what they had done to the unit on that visit, it just stated they were there and serviced it. So glad I kept a very detailed diary of visits, recorded conversations and took videos. Between my husband and I we had to use 12 vacation days from our jobs, not to mention going somewhere else to stay when it was so hot. In August of 2022 we feel they finally got it right. I am still however waiting for their insurance to send someone to look at the second round of damage to be fixed and repaired, my carpet is buckling from the damage, I have water lines on my walls. I have never been so inconvenienced with any product or service. TOTAL NIGHTMARE !!!!!
  

  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/14) */
  We reached out insurance again and we've have been informed that an Adjuster has reached out to them to get this taken care of.
  
  
  Consumer Response /* (3000, 7, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am asking for a bill adjustment.
  Yes, insurance has finally given us a claim number and said they will be in touch this week.
  
  
  Business Response /* (4000, 9, 2022/11/14) */
  After speaking to the manager regarding this situation, he did not recall any request for a billing adjustment in prior conversations.
  
  The Case Description sections of this case does not mention any billing adjustment request.
  
  The only place we see a request for a billing adjustment is under Desired Resolution but it only says "Billing adjustment - I am still however waiting for their insurance to send someone to look at the second round of damage to be fixed and repaired, my carpet is buckling from the damage, I have water lines on my walls." There is no explanation of what is being sought as a billing adjustment.
  
  However, we are working toward a resolution for the damage repair through insurance.
  
  
  Consumer Response /* (4200, 11, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was asked by BBB how I wanted this resolved and billing adjustment is what I checked in the box. No I have not discussed this with management, obviously they need to fix the damage as I stated to management, we will start there. A billing adjustment as in some type of monetary refund is expected for all we have been through and out of pocket expenses.
  
  
  Business Response /* (4000, 13, 2022/11/22) */
  As stated prior, an insurance adjuster has reached out to them. This matter is now in the hands on the insurance company and adjuster to make sure that repairs are handled.
  
  
  Consumer Response /* (4200, 15, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will be talking to management about a monetary refund for this nightmare. Fixing the damage to my home for the second time is only step one. The inconvenience of this product and customer service is beyond poor and unacceptable.

• Initial Complaint

  Date:09/28/2022

  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.

  Burton project #*********: tore out concrete and replaced kitchen drain line July 18, 2022. Contract was to tear out and pour back concrete(waited 4 weeks for concrete). Complaint is due to workmanship(15 year warranty). Unable to reinstall laminate floor or add any kind of floor to another room due to rough surface. Called the office several times for a request to fix floor so it can be used as it was before, told that the concrete people would call and set up a time. I have been trying since July 22nd when the inspector approved the plumbing work to have the job finished. Concerned that cracks that meet the old concrete are negating my radon system as well as the uneven floor. I was required to pay for the job even though concrete has not been installed, due to the concrete people not scheduling with the tear out people. I need my basement completed.
  

  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 7, 2022/10/06) */
  We contacted the customer on 9/30/22 to schedule to have a crew come out on 10/03/2022.
  
  During that appointment our crew addressed the uneven surfaces
  
  
  Consumer Response /* (3000, 9, 2022/10/10) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  they did what I asked so I could put floors in 2 rooms, the 3rd floor need cracks filled and smoothed, but I will hope I can put in epoxy to take care of that. I put (NO) due to the lack of organization, excuses, not keeping us informed. I will not go through another tearout which was what they told me would have to happen if I wanted a better possible result. They said they can't make the result any better th an what they did. No further action.

• Initial Complaint

  Date:07/28/2022

  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.

  I am filing a complaint against Burton due to the company's lack of transparency and agreement to remediate any issues that are under warranty. On July 12, Burton installed an AC/Furnace unit in my home. I've called several times over the course of the month of it being installed due to The AC not properly functioning. They are stating that my house is the issue, despite that not being an issue with my old AC unit. They are now actively avoiding me. Called are recorded so this can be proved. Also, prior to the installation a sales rep named Matt wrote me a guesstimated bill for a new AC/Furnace would be $*** a month (I have this in writing). I received a bill for $*** a month. I feel like I am being taken advantage of and they are refusing to honor their warranty, especially when installation has just occurred and I was lied to on my monthly bill. If I am paying $*** for a service, it needs to honored or the installation needs to be removed. Management is refusing to give me a call back and I have called 2-3 a week due to it being 76 degrees in my home. I have videos proving this as well. I am seeking legal counsel which has stated that I file a complaint with BBB prior to legal action. I would like a billing adjustment on what I was quoted or they need to remove the unit and I go to another more reputable company that will ensure the AC/Furnace is installed correctly.
  

  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/01) */
  Our manager Eric spoke to Mary on the morning of 08/01/22. He scheduled a time to go out and look over the system and address concerns