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:09/07/2023

  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.

  I called Burkholder’s on 8/8/23 because the AC unit they installed a couple of years ago was not blowing air as well as it had been. They told me the charge to come to the house was $95 and asked for my credit card number, which I gave them. A service tech came out, found ice on the inside unit, and said he couldn’t do anything until it melted. That day my card was charged nearly double of what I was quoted. On 8/11 I discovered the charge on my card, called Burkholder’s and asked for the manager. I was told he was not available, but the person then listened to my concern and said the invoice included additional charges for material. I questioned this based on what the tech told me and was then told the manager would call me. I called again on 8/14 and 8/15 and was told that the manager would call me. Finally, later on 8/15 the manager called me back and told me additional charges were for time because the tech had to spend extra time on the phone after his diagnosis trying to reach me because the phone just kept ringing. I stated that I have voice mail, which was working just fine. He said he was willing to “waive” the additional amount that was charged. I complained that I did not receive an invoice. He then asked for my email address, presumably so he could send it to me. I pointed out that he hadn’t returned my calls; he said he returns all calls in 24 to 48 hours. A tech came back a couple days later and replaced the air filter. This time my card was not charged; I received an invoice in the mail a few days later. My previous invoice was not included. I made several more calls to get this resolved, including 8/21 when I was told a person was handling it but she was out of the office. On 9/5 I tried again and was told I would receive a callback. To date I did not receive the credit for the first visit overcharge, did not received the first visit invoice, did not receive the callback. I called Burkholder’s at least 6 times to try to resolve this issue.

  Business Response

  Date: 09/12/2023

  At Burkholders Heating & Air Conditioning, Inc.we strive for customer satisfaction. We are sorry that we fell short with a delay in our response time. The service manager has been made aware of this situation and your refund has been issued.

• Initial Complaint

  Date:12/05/2022

  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.

  May 2021 I contracted with Burkholder HVAC for the instillation of a new oil furnace. From the start there was an issue. The installer neglected to install an oil filter. When asked about this he stated it was in stalled outside. This was not true. A few days later when I checked outside there wasn't any filter. It took Burkholder's repairmen a few trips to get one installed and stop the leaks. While this was going on I noticed a loud noise coming from the Beckett burner unit. This doesn't happen all the time but more often in the colder weather. When I would ask about this I was told not to worry as it has a warranty. This noise is no happening more often and I would like to get this issue resolved. I called their office twice and requested to speak with the service manager. Both times I was told he was at a meeting. First time, Nov 16, I left a voice mail. Second time, Nov 17, the receptionist said she would let him know I called. So far no call back. On November 23 I contacted Beckett, the manufacturer of the burner unit. After telling them of the problem and sending a video which included the noise it was making they thought the problem could be the blower wheel or motor bearing. I requested they call Burkholder but never received a response. Not their problem and can't blame them. This unit, as far as I know should still be under warranty. Would like it either repaired or replaced. Do not want it quitting on me in the middle of winter. Thank you,*************************

  Business Response

  Date: 12/19/2022

  ****************,
  
  In response to your BBB complaint, I apologize about your recent experience with Burkholders. I understand that you experienced a few issues after the initial installation, and I am happy to see that these issues were rectified. Burkholders performed a maintenance on your system in October 2022, and according to our combustion analysis readings, your system is running very well. I do recall receiving a message from you, and I was under the impression that our service team had scheduled a service call in November  to investigate the noises you are hearing. I apologize for our lack of communication, as we truly do pride ourselves on customer service. Going forward if you need anything, please do not hesitate to reach out to me at my direct extension listed below.
  
  Sincerely, 
  
   *******************
  Service Manager
  Burkholders Heating & Air Conditioning Inc.

  Customer Answer

  Date: 12/19/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I've reached out to *********** twice and he did not, because of meetings, return my calls. Also I do not see his direct extension number in the text of the message. As stated my furnace is working but the burner unit is making a noise that indicated to the maker, after viewing a short video, of the unit that there is a problem with it. I do not want to accept this offer and have *********** be at a MEETING and not available to take my call again. I'm expecting something more proactive from a company who states they are not happy until the customer is happy. 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 01/12/2023

  Thank you for taking my phone call, I am glad we were able to discuss the next steps regarding your concerns about your heating system. My staff will be reaching out 1/9/2023 with a day and time for your service call.
  
  Sincerely,
  ***************
  Service Manager
  Burkholders Heating & Air Conditioning Inc.

  Customer Answer

  Date: 01/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************