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:12/06/2023

  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.

  Company installed a backup generator in our home several years ago; including an extended service contract. We have scheduled annual maintenance under that contract every year as required. Each time, the Company schedules a service tech, however, fails to show up. Two weeks ago, we had the same. Lots of excuses and reschedules at their convenience, not ours. This has happened three times in two weeks with no communication. Horrendously poor customer service and waste of our time. They are also trying to charge us for the maintenance service work; even though we have the contract.

  

  Business Response

  Date: 12/11/2023

  The customer service level for this customer has not been up to standard. We have our top technicians that go through generator training each year. We have had a technician that was assigned to ***************** out sick each of those days. We wish we could have made the appointments each time. Now this morning, we have a technician missing in action we can not get ahold of him yet. We do communicate with the customer and note in the file that we have left a voicemail explaining the situation. ****, apparently does not receive these voicemails but the number we are calling we have spoken to him on the phone. We are terribly sorry for the hardships this has caused.

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20967268
  
  I am rejecting this response because: apologies do not make up for four lost mornings due to your crackerjack, highly trained (and apparently not reliable) technicians. You have offered no adjustment to your service call charge for our lost time. Apparently your appointment scheduling is telephone automated, and does not respond to my screening program; hence, no calls or voicemails received. Your operator ***** confirmed my email address; you could have communicated that way. More excuses. You have lost a customer and two additional generator sales/installations as a result of your highly unprofessional service.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/12/2024

  We have communicated with **** every time either speaking directly or via voicemail. We showed up 1st call of the day per his request at 8:03AM on December 12th but **** cancelled on site. We wish our Generac trained technicians didn't get sick on the scheduled days but they unfortunately did. We have many notes of communication on file. We are sorry for the hardships this has caused. We value our customers time and apologize for wasting his. 

  Customer Answer

  Date: 01/19/2024

   
  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,
  
  *******************************

• Initial Complaint

  Date:11/29/2023

  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.

  In April before buying our house, Brennan came out and performed maintenance on our furnace. They charged $331 for this and said the furnace was running fine. This fall, when we went to turn on our furnace for this first time, it wouldnt work. We called Brennan and when they came out they said it needs to be replaced. They charged us $200 and did no testing. The technician just bluntly said, you need a new one. The issue we are having is them saying our furnace is fine before buying the house and now- charging us more money to say its not fine without willing to take accountability.

  

  Business Response

  Date: 11/30/2023

  In April the previous homeowner called us out to do a general maintenance. A general maintenance is where we test the equipment and make sure everything is working properly. At that time in April everything was working just as it was supposed to. The Furnace is from **** so it is 28 years old. ************** that was just called out found that the inducer motor has now failed, since it is a 28 year old he offered the customer an option of repair vs replacement of the furnace. 

• Initial Complaint

  Date:11/28/2023

  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.

  Generator installed Nov 20. Salesperson described Generac unit as "whole house". Electrician informed us AFTER installation complete that unit would/did not accommodate A/C & heat pump!!!! Salesperson/company emailed Nov 21 to ask for correction to include whole house and especially include A/C, but no response! A/C should be included especially given our ages (late 70s)

  

  Business Response

  Date: 12/01/2023

  We apologize for the miscommunication.
  Brennan does not offer whole home generators, but size generators based on customer needs of what circuits they would like to have during an outage. A circuit layout was completed on customer needs and a large 26kw generator was installed.
  We have scheduled a walkthrough with the customer and electrician on 12/7/2023 between 10 am and 12 pm. This will gather up items we need to make sure customer has circuits like the Heat Pump added to generator during power outage.
  
  Customer has confirmed appointment for 12/7/2023

• Initial Complaint

  Date:11/15/2023

  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 am a previous customer of ********************** and as a landlord have several furnaces We have a boiler at home. At the end of Aug 2023 I phoned Brennan to schedule a service. I was given date Oct 12th for a fee of approx $288. Brennan cancelled the day before. I was given new date Oct 30th. I told dispatch that I would be away for a month but a housesitter would be there. Oct 15th the overflow valve started leaking water filling a 3 gall. bucket every 4 days. A service guy came and left on Oct 30th. I heard nothing from Brennan. Three days later my housesitter called frantic because water was pouring out of the boiler. I called ******* and informed her that we had to switch the water and heating off and asked what was going on. Only at this time was I told that Brennan felt a new overflow valve was needed and had to be ordered for another fee of $510.46 With no heat and no water Brennan arrived 8 days later, Nov 10th to install the valve. I am informed by ******* in an email that the appointment was completed. The housesitter advised me that there was still no heating on Nov 14th. On a call with ******* later that day she asked me how she should know only 4 days later? I was told that the relief valve had to be replaced for a further fee of $641 and it would only be ordered after I paid for the prior valve. It was at this point I asked whether a service had ever been done and since the overflow valve and relief valve work hand in hand why was this not diagnosed Oct 30th and ordered then. Today Nov 15 th we have no heating so I will find another company to take care of things as I have lost all trust and respect for this company for their upselling practice and total disregard for communication.

  

  Business Response

  Date: 11/20/2023

  Brennan Heating was called out to do a maintenance on the boiler. A maintenance is when the equipment is working and we clean and check all the components to make sure everything is working properly. The customer was out of town and when we arrived ************** found that the unit was leaking and recommended a repair. We were told to not order or repair anything until the owner gets back. The technician was supposed to charge $288 for this service but did not collect any money. About 5 days later the leak had gotten worse and the owner called in stating that the leak is more than before. We quoted the cost of the repair and did not charge a diagnostic fee, even though we were supposed to. When we went out and replaced the Pressure reducing valve the technician found out that the fast fill relief valve had also failed. He discovered this after he replaced the first failed part. We reached out to the owner and let them know. The owner has not paid us for the first failed part and refused to use us for the 2nd failed part. We have been fully transparent on what has transpired, also we have only charged them for the repair.

• Initial Complaint

  Date:08/23/2023

  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 purchased a/c unit Brennan Heating & Air Conditioning. I purchased an a/c install package from ****** and the system was installed but never tested. The next day the heat goes out (my home is a new home with a new furnace), after they fixed the heat issue (which took muiltple attempts). The a/c would not turn on. They sent a novice tech who blew out a transformer in the attic, still no working a/c. They sent another tech who finally got it work, after a couple months of working normally the a/c stops working again. I called them to let them know in which the service rep said they would come by and fix issue complimentary, soon after I receive an email saying that it wasn't complimentary and accuse me of lying saying that they never said it was. They always take payments after job is done which they didnt and soon after they changed and said I needed to pay them.

  

  Business Response

  Date: 08/24/2023

  In November 2022 we installed an air conditioner to an existing furnace. The warranty covers our workmanship and the equipment. On 8/19/23 the call we went out on for the invoice provided was for a power surge. The customer lost power and the equipment stopped working. Power surges are not under warranty. Our CSR informed ******* the service call fee and that if the problem is related to our workmanship or a failed part on the equipment that the charges would be waived. That was not the case. When ************** tried to collect at the time of service ******* refused. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20513260
  
  I am rejecting this response because:
  I never refused to make payment, business simply cannot go around lying to make 200 dollars. The tech never asked me for payment and if I did refuse he wouldnt have just left without calling the business. Where is the record of the phone call when I my appointment was booked and the phone call to the business where I refused. This is not about the money its about the business ethics and lying to make a small profit. Im a disabled Veteran on fixed income who is getting taken advantage of.
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 08/25/2023

  After only having this bill open for couple days they sent it collections without giving the complaint disposition or giving me a chance to pay it.

  

  Business Response

  Date: 09/01/2023

  The warranty covers our workmanship and the equipment. On 8/19/23 the call we went out on for the invoice provided was for a power surge. The customer lost power and the equipment stopped working. Power surges are not under warranty. Our CSR informed ******* the service call fee and that if the problem is related to our workmanship or a failed part on the equipment that the charges would be waived. That was not the case.

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20513260
  
  I am rejecting this response because: like Ive stated before there was no attempt to charge me until a couple days past. Then you guys send my bill to collections after a couple days, what kind of business procedures are these? 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/03/2023

  Type:Order 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.

  Brennan installed a Lennox Ductless Heater in my Cabin in ******* ********** in 2017.In January of 2023 the heater wasn't providing heat so I called Brennan and set up an appointment. They cancelled appointments twice, and on March 29 sent a tech to evaluate the problem. The tech arrived, and wasn't qualified on ductless and didn't have the right tools to evaluate. He said he didn't realize my system was a Ductless, I replied Brennan installed it. He informed me that coolant was probably low and he couldn't do anything else. He charged me $319.00 for visit.Brennan called a week later and said they needed to send another tech to provide R-410 coolant and may require 4 hours to find leaks. They said about $900 for the 4-hour search. We set up appointment and on day of, Brennan didn't show up. I called and was told the tech missed the ferry and couldn't make the appointment (3rd cancellation on 2 appointments). They rescheduled for May 24. Tech spent time checking coolant and decided he needed to do a leak search. He spent about 30 minutes (not 4 hours) and couldn't find a leak so he installed a dye that he said would help find a leak. He would come back in 2 or 3 weeks to do another search, and proceeded to charge me $1,145.00. (R-410 coolant was $595, and dye was $450, plus tax). Both these numbers are well above the national maximum for the service. I have since learned there are tools to "sniff out" R-410 leaks, and dyes are not necessary.I called Brennan to voice my displeasure of $1450 dollars spent with no resolution. On third visit by Brennan to find the leak, tech informed me that the fittings they installed in 2017 were leaking, and the line was not under my 12 year *********************. Tech gave me a $1500 verbal estimate, and would not give me a written estimate with the part number of the line and labor. I have tried to resolve but Brennan will not provide estimate because they say I refused to accept their verbal estimate.

  Customer Answer

  Date: 08/03/2023

  Brennan has called me this evening, and has agreed to repair my system at no additional cost to me.  I consider this an act of good faith, and wish to place this on hold pending completion of the repairs to my system.

  Thank you

  *************************

• Initial Complaint

  Date:06/22/2023

  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.

  Brennan installed our air conditioning and furnace system in August 2019. Supposed to have a 5 year parts warranty. From year one, we had problems with the A/C not cooling properly. They came out once and said that the problem was something at the point of install in the garage and that they fixed it. When the weather heated up again the next year, it wasnt cooling again. We called and they told us that it would cost a few hundred dollars to have them come look and that it was probably a fuse. I replaced the fuse per the person in the phones instructions and the A/C unit turned on again but was still not cold. We ended up hiring another A/C vendor to come and do diagnostics. He told us that it would cost $3 - ***** to repair due to leaking refrigerant. He also said that it was due to a poor installation job. He said the expected life of the hermetically sealed system was ***** years or more if properly installed. Brennan did not do a full examination when we had them back the first time, ****** us into thinking it was a fuse problem when they wouldnt come out again without charging us, and refused to take responsibility for their shoddy workmanship. I want them to repair the ** unit that they installed in August 2019. We only used them because we bought the system through ******* Looking at their online reviews, it appears commonplace for them to do improper installations and leave their customers without assistance. I want them to repair my system at their expense.

  

  Business Response

  Date: 06/26/2023

  The system was installed in August of 2019, we were out in July of 2020 and found the unit was iced up. ************** came back the next day and found that the filter needed to be replaced and that too many vents were closed. This will cause a lack of air flow and cause the coil to ice over.  He replaced the filter and opened up the vents and everything was working properly. We have not been out since July 22nd, 2020. 

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20222786
  
  I am rejecting this response because:

  - my wife had an A/C and furnace installed in August 2019 and did not need to use the A/C more than a couple of weeks before it the temp in the area cooled down. She called within a week of it being installed and said that it was cooling the house but not as much as we would expect. She was told that due to the size of our house and the many open areas that it was what we should expect - adequate but not great.

  - when she turned the A/C on the next year in July (were in ******* so it is cold most of the year), it wasnt cooling and she noticed that the line in front of the indoor portion of the A/C system. She also noted that there were several gaps in the sheet metal of the unit. She said that the techs came out twice and ultimately told her that it wasnt working as good as it could because she hadnt changed the air filter in ******************************************************** the house (we have about 20). He changed the filter and said that would solve the problem and the line would no longer freeze over.

  - she called a month later to say that it wasnt cooling as much as she thought it would and was reminded that would be expected given the size of our home. They also told her not to have too high expectations even before installing the unit given the home layout.

  - I came home from deployment around that time and wen it warmed up again in 2021 we just lived with what we thought was the best system that we could get.

  - I called twice in 2022; the first time because it wasnt cooling and all and the second time because the system would t even turn on any longer. Both times, the person on the phone said it would cost $350 to have someone come out despite the system being so new and never properly working. The second time the tech on the phone walked me through chaning two fuses on the outside to get the system turning on again. His advice got the system on again with warm air. We lived the summer of 2022 with poor A/ as well.

  - 2023 started warming up with the A/C still not working so we called a well-reviewed company to check it out. Before coming out, they asked us to turn our system on Fan Only and tell us if it was any different from when the A/C was on. It wasnt and it was the same air wed been experiencing for the past two years. The tech came out and actually put devices on the system and told us that the reason that the A/C wasnt cooling was because there wasnt any refrigerant due to a leak somewhere. He said that refrigerant leaks this early in the lifespan of a unit are either due to manufacturer defect or installation errors. When we told him who we had install our system, he said that he is regularly called in to fix Brennan installation errors and that we shouldnt expect Brennan to repair anything. Due to the high expense of hunting down a leak and perhaps replacing parts (he thought around $4,000 - *****), we should at least try going through BBB to see if we could get Brennan to own their mistake. I had already called Brennan and been told they wouldnt even look at our system without giving them $350, so I figured lodging a complaint with BBB would be my best opportunity.
  

  From my perspective, they set low expectations and then said that they located the problem without doing comprehensive diagnostics. Our initial calls were within all of their labor warranty periods but they did not do a thorough analysis to pinpoint the problem. They also continued to make us expect less from our system than we should.

  As we now know, with a proper installation one should not expect wear and tear to cause refrigerant leaks for around 15 years as it is a hermetic system We also know that the small water puddles wed seen outside our indoor unit were signs of refrigerant leaks as well. 

  the response from tel was what we expected.  Nothing about wanting to understand what happened or wanting to be helpful. They also clearly do not document any discussions with their customers. The response was not a thorough description of either our two visits or any of our phone calls. When we called, each time we verified who we were and were reminded each time that Brennan doesnt warrant any of their work after 12 months. We feel as though they gaslit us to make it past twelve months and then no longer wanted to help without us paying them significant amounts of money. 
  

  Lastly, we had 5 furnace filters installed which are expected to be changed out once per year. They use the filter as the excuse for the A/C not working properly less than 11 months later. 

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

  

  Business Response

  Date: 07/27/2023

  We have not been out since July 2020, It is $188 for us to come out and diagnose what's wrong with the equipment. The puddles are condensation, showing that the unit is running or icing over. Refrigerant doesn't puddle. The 5" filter last up to a year depending on multiple factors i.e. location, animals, etc. However, without giving us the chance to diagnose the unit ourselves we have no way to know why the unit is low or if it is. We are more than willing to diagnose their system; this would still be a chargeable call. 

• Initial Complaint

  Date:06/09/2023

  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.

  I had a heat pump installed by brennan heating and air conditioning on 3/13/2023 at a total cost of $14179.62 after tax (Invoice ********). The initial installation went well, but i started having electrical issues around the house (circuits cutting off/on or out entirely without impacting breaker). I eventually went to the circuit box and heard buzzing and could feel it heating up so I immediately shut off power and contacted brennan. It took them a couple days to get back to me, but once they did they said they would send someone out. ***** their electrician came and diagnosed it was a fried terminal on the main circuit breaker and told me it clearly wasn't their fault and it was probably not tight since the original install. I was not on site for the inspection ( I had no power so went to my primary residence in ***********) but my neighbor went to greet him and later mentioned that he saw ***** using a screwdriver to tighten the circuit at the bottom (which is the 30 amp that they installed) and he mentioned "easy fix" to him. It appears to me that the work was initially done improperly (new breaker not tightened) and that caused an increase in current which led to the issue, but brennan fails to take any responsibility. ************************* (General managers) proposed resolution is to charge me $4375 + tax which is $1-2k more than any of the quotes I've received. I offered to compromise at paying $1000 for materials/permits they didn't offer anything other than to give themselves more work at a markup. At this point I have had to go with an alternative electrican to get this fixed, but it is clear to me that they share at minimum partial responsibility to what happened and the fact that they didn't disclose to me that they corrected their initial work at the box when they came for the inspection shows they do not have integrity.There are two permits (mechanical and electrical that are yet to be completed) which would have helped confirm their shoddy workmanship.

  

  Business Response

  Date: 06/12/2023

  March 13th, we completed the **** installation. We replaced the existing electric furnace with a 2-ton Lennox air handler. We installed a 9KW heat strip. Then installed a Lennox 2-ton heat pump. We ran a new dedicated circuit from the panel to the heat pump location and installed a 2-pole 20 AMP breaker. 
  
  March 16th, we submitted the request with L&I in their portal for final inspection. It is still pending as of June 9th, 2023. This is a manufactured home, which in turn calls for a FAS permit, which is an electrical and mechanical permit for the state of ********** labor and industries. They are months behind on preforming inspections. This is out of Brennans control.
  
  Friday June 2nd, 10:10 PM; A submission form was submitted through our website about the issue.
  
  Monday June 5th, we scheduled Electrician out for PM appointment.He did not see ************ tripped at time of the call; this shows that there were no issues with individual breakers in the panel as none were tripped from our installation nearly 3 months prior.  He found that one of the main lugs in the panel were not torqued down correctly. This causes the panel to have arcing at the main lug, eventually causing the main lug to become fried.He shut power off at the disconnect as a safety precaution.
  
  Evidence shows, the issue is with the 30-year-old main panel that had failed 3 months after our installation, which was not part of the work we performed, and we did not tell a neighbor something different. 

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20167633
  
  I am rejecting this response because: Brennan Heating and Cooling has made no effort to try and remedy the total loss of my circuit breaker which occurred less than 3 months after their installation (and I've only been at the house a couple of weeks to run the power in that time).   Further, they have provided no validation of a proper installation which may have prevented this issue.

  This circuit breaker was looked at as part of the home inspection which was performed on 2/3/2023 (less than 1.5 months prior to heat pump installation) found no visible defects on the panel.  I've attached an except from the inspection report which shows the panel inspection portion. 

  The inspections related to the permit have not occurred , but there was no visible evidence of damage to the panel over a 30 year period and a very short time after the configuration of it was changed by Brennan Heating and Cooling a catastrophic issue occurred.  I have already offered to cover the cost of materials/permits and no counter offer such as doing the repair at cost was proposed.  

  I will be working to get an affidavit from my neighbor who happened to stop by during the time of inspection (as I asked him to since I was not at the house due to losing power).  He verbally told me that he observed the technician with a screwdriver in his hand working at the bottom of the box which is where the 30 amp breaker was installed and that he mentioned something wasn't done right but it was an easy fix.  He couldn't have been referring to the issue on the main circuit breaker as this was clearly not an easy fix based on the quote which is attached.  

  This evidence leads me to believe that something was done incorrectly which would have been found had the permit inspectors come in time.  I'm no expert in electrical, but what I do know is that a loose wire could lead to more current required which would have put more stress at the point of failure.  I've attached a picture that shows the location of the installed circuit breaker (confirmed by comparing the picture in the inspection report) which aligns to the location my neighbor saw the technician working with a screwdriver.  

  I understand that there is no way to 100% confirm the cause of this issue with so many variables, but most reputable companies (especially ones that ****** choose to work with) should stand behind their work and strive to end the job with a satisfied customer.  In order to prepare my case for the management team at ******, I've gone as far as to filter down the reviews for customers who mentioned they went through ****** and it shows an deviation of ****** customers vs their entire customer base (see ********************************************* ****** Reviews attachment).  ****** customers averaged 1.7 stars where the overall Brennan review is 4.6 stars.  This seems to be a significant difference and I'll be curious if anyone at ****** can explain to me why they have chosen to do business with a company which has left such a high percentage of their customers dissatisfied.  

  In terms of resolution, the repair work is already scheduled to be done by an alternative electrician which makes the original offer of me paying $1000 for materials/permits and Brennan covering the labor no longer applicable.  My revised proposal is that Brennan pay me a partial refund of 1/2 their quoted cost of a panel install ($2377.83). I'm hoping this can get settled with via the BBB as me and the family just want to get back to enjoying the new place.

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

  

  Business Response

  Date: 07/28/2023

  We stand by our initial response, that Evidence shows, the issue is with the 30 year old main panel that had failed 3 months after our installation, which was not part of the work we performed and we did not tell a neighbor something different.
  
  

• Initial Complaint

  Date:04/03/2023

  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.

  An appointment was scheduled for yearly furnace service and it was done! How ever the technician forgot to reopen gas valve therefore heating unit didnt work! Following morning same technician come back and he stated that he forgot to open the gas line and that there will b no charge! Few days later Brennan ************ send an invoice for two hundred six and eighty cents! Not cool to pay for there mistakes. Plz help me

  

  Business Response

  Date: 04/26/2023

  we have notified the customer that we Zero'd out the invoice for the call back.

  this has been resolved. 

• Initial Complaint

  Date:02/17/2023

  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 contacted Brennan Heating and Air to come out to fix my heat. They sent a technician out and he stopped by and told me I needed a new 4 way mixing valve for my radiant heat floorig system. He left after 5 minutes and told me there was no charge for the diagnosotic and that he would have his people at Brennan order the part. They scheduled someone to come out on 11/28/22, they called and canceled a couple days before before they said their technician would be out due to a death in is family. They re-scheduled me for 12/13/22. The technician ****** came out and he told me that his people at Brennan had ordered the wrong size valve. SO after 6 weeks with no heat while temperatures were in the 30's ****** said they had the wrong part and he said I would have no heat. I was upset at this news and he proceeded to yell at me and say "it is your faut for waiting for Brennan, you should have called another heating company, my mother just died, i told them (meaning Brennan) i did not want to take on this job as it is too much work". Then he left my house. No work was done, no repair, I had no heat and I had been without heat for 6 weeks as Brennan just strung me along this way. I just got an invoice for over $900. They are billing me and on the bill it says they dispatched a tech and no one was home to receive the tech. A 100% lie. The bill is also invocing me for the wrong valve part they mistakenly chose to order. So I am being invoiced for a LIE (I was home) and for a part they ordered by mistake and now want to bill me for their error. How can they bill me $1000 for no repairs, a lie saying I wasn't home and for a wrong size part they ordered?

  Customer Answer

  Date: 02/21/2023

  Hello,
  After submitting this complaint to the BBB the company Brennan Heating & Air reached out to me today to inform me they have removed this invoice from their system.  I would like to cancel the complaint as they agree they invoiced me in error and have removed the charges.
  Thank you,
  ***********************