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:02/10/2023

  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.

  Two technicians from Brennan came to my house to check on the heating system that Brennan installed a few months back. It was working fine until it got really cold in December, which is when I tried to get them to come and check on why their installed radiant heater did not work.They finally arrived at my house in the evening of February 7. They went to look at the boiler and returned 10 minutes later. They told me it was not the work they had done, but another part that they needed to order. The technicians went to the van and looked it up. When they returned, they told me the price of the part/work would be $800.Since I had thought it was going to be a free warranted visit, I was unprepared for this cost and told them I was not moving forward yet.They then told me they would have to charge me for the visit. They charged my card $300, and when I questioned why they were charging that much, one of the men said that a diagnostic is usually charged that.So I asked for the results of the diagnostic to be e-mailed, along with the receipt.When I did not receive the diagnostic with the receipt, I called.That night, another zone of my house stopped working.The next morning, the zone that they said needed the part, suddenly started working.I called many times, for the diagnostic, and finally, the technicians called back.When I asked what they did to the boiler (since the zone randomly started working, and another stopped), one of the technicians said "We didn't do anything. We never even got our tools." He continued to say that they just walked in and noticed that one of the zones was disconnected.So I asked what they charged me $300 for.$300 for ***** minutes and being told it was for a diagnostic, when they did nothing is fraudulent, in my opinion.I've since e-mailed to try and discuss this with them, and have heard nothing.

  

  Business Response

  Date: 02/13/2023

  On February 7th we sent out two of our technicians to do a diagnostic on **************** system. Our diagnostic is 274+ tax which is a chargeable call if the diagnosis is not related to our workmanship or a prior install done with Brennan Heating. When our technicians arrived on site, they immediately noticed that **************** zone valve control boxes was broken and disconnected ( not related to our install or workmanship) therefore was a chargable call. Ms. ***** also stated that she had several different companies out to look at her system as well as ours. Our technicians let her know that she needed to replace 2 zone valves and quoted her $800. Ms. ***** called into Brennan and I personally spoke with her letting her know the out come of the diagnosis and why she was charged the $300 for the 15 minutes that our technicians were on site. We left it up to ***** to decide to move forward with the repairs. Both myself and my technicians have been in communication with *****.  If she would like to move forward with the repairs we would be happy to help.

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 19386694
  
  I am rejecting this response because: I was never told that there would be a charge, prior to the arrival of the two service people. I did not say that I had several people come to look at the boiler. What I said is that I WOULD HAVE had someone I TRUSTED come out to look, had I been told that there was a $300 fee. The person I trusted was ******. ****** told me that ****** was retired, however, after the two technicians charged me for (in their words) doing nothing but looking at the boiler and not even getting out their tools, I texted ******. He is not retired. He is working for another company.

  I was told that all of the qualified people to work on my boiler now worked for the other company. 

  I repeatedly asked ************************* (who is the person responding to this complaint) to at least tell me what the needed part was. 

  "I keep telling you! ZONE CONTROL!" is what she told me.
  I said to her "That isn't a PART. I want to know what PART."
  She just kept yelling "ZONE CONTROL!"
  So I said, "OK. I will look it up and see what part that says on ******* Literally, on ******* it says "A zone control system consists of 3 basic components."
  I needed a part, part number, ACTUAL INFORMATION. 

  I have attached the only e-mails, other than the receipt, that I received from Brennan. None of them talk about a diagnostic charge.

  ************************* thinks she told me on the phone about the charge, however, what she actually said to me is "We had a cancellation, and we can have someone come to your house between 2 and 5PM. Is that all right?" 

  Had she said that they were charging $300, I would have asked for what and who was going to be sent out. I had assumed, having not been told about any fee at all, that they were coming to check their own work.

  I am unsure who **************** spoke with during the course of her day, that she told about the charge, but it was not me.

  The company that I am hiring to come work on the boiler told me that they charge approximately the same price for an hours work. 

  The price I was charged for not receiving anything (no written diagnostic, no part number, no quote or bid) is fraud. When the tech told me that they had to charge for coming out, I literally thought $75. Even $75 for doing nothing for 10 minutes is a crazy price, but I would have understood that. As I handed the tech the card, the other tech tried to sell me on a membership. Evidently, for $250, I can get better service. He said it would put me at the top of the list, and that I would get 10% discount. As a veteran, I usually always get 10% discount, so I was thinking about this as the other tech ran the card. 

  After trying to explain everything to **************** this morning, she tried to tell me I signed paperwork. I told her I signed nothing but the credit card. She said "exactly". This is not paperwork for work done. This is a receipt. To this moment, I have still not gotten the written diagnostic, part number (both of which I requested and were promised to me) or call from a supervisor, which is what **************** said she was going to have done, since she tried to tell me that the tech I wanted was retired, and I let her know he was not. She seemed upset that I was being argumentative. I was merely trying to clarify. I had spoken with him.

  Please look at the e-mails I received from the office, and tell me that you see the charge clearly stated on any of them.

  I reject the explanation of this company and reject this fee.

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

  Customer Answer

  Date: 02/16/2023

  I submitted a report about being charged by Brennan Heating and Air Conditioning, complaint number ********, because of being charged fraudulently. I would like to add one more thing to the complaint. I had another company (*************) come out and work on the boiler. ************* invoice and notes are attached. They said I didn't even have a Zone Control Panel. So, what ************************* kept yelling at me when I asked what part needed replaced, made no sense. (She kept yelling "ZONE CONTROL!") What I actually needed was provided by *************. ****************** added water to my boiler and bled the pipes and now my heater is working. They told me it would be good to replace the two zone valves in the future. What I found out from ******************: The zone valve that the two boiler techs said they saw was disconnected doesn't even operate my house. I have two zones operated by one valve, and it is directly connected to the thermostat, because this is a very old house. Newer homes have boilers connected to a Zone Control Panel, but not mine. So, the boiler techs from Brennan could have gotten out their tools and noted that the boiler needed water, then bled the pipes, and my heater would be working right now, and ACTUALLY EARNED the $300 they charged me. Instead, in their own words, they never even got out their tools. They just saw that a valve was disconnected and tried to sell me the part and more work. They then tried to sell me a membership, which costs $250, in order to get better service. And finally, they tried to let me know that I should probably get a new boiler for $20,000. (The ***************** tech said my boiler is fine.) So, rather than doing ANY work, they just kept trying to sell me on more things. I have still not received an invoice with notes on it from Brennan. It should have been mailed with the receipt, like ************* did. Therefore, since Brennan did NO WORK at all, but charged me, I expect a full refund.

  Customer Answer

  Date: 02/17/2023

  I would like to add one more thing to the complaint against Brennan Heating and Air Conditioning, complaint number 19386694.
   
  I had another company (******************) come out and work on the boiler. ************* invoice and notes are attached. 
  They said I didn't even have a Zone Control Panel. So, what ************************* kept yelling at me when I asked what part needed replaced, made no sense. (She kept yelling "ZONE CONTROL!")
   
  What I actually needed was provided by ********************************
  ************* added water to my boiler and bled the pipes and now my heater is working.
  They told me it would be good to replace the two zone valves in the future.
   
  What I found out from ******************:
  The zone valve that the two boiler techs said they saw was disconnected doesn't even operate my house. I have two zones operated by one valve, and it is directly connected to the thermostat, because this is a very old house. Newer homes have boilers connected to a Zone Control Panel, but not mine.
   
  So, the boiler techs from Brennan could have gotten out their tools and noted that the boiler needed water, then bled the pipes, and my heater would be working right now, and ACTUALLY EARNED the $300 they charged me.
   
  Instead, in their own words, they never even got out their tools. They just saw that a valve was disconnected and tried to sell me the part and more work. They then tried to sell me a membership, which costs $250, in order to get better service. And finally, they tried to let me know that I should probably get a new boiler for $20,000.
   
  (The ***************** tech said my boiler is fine.)
   
  So, rather than doing ANY work, they just kept trying to sell me on more things.
   
  I have still not received an invoice with notes on it from Brennan.
   
  It should have been mailed with the receipt, like ****************** did.
   
  Therefore, since Brennan did NO WORK at all, but charged me, I expect a full refund. 
  

  
  

  

  Business Response

  Date: 02/17/2023

  
  Adding our previous response, on February 7th we were out for a diagnostic. When our technicians arrived on site, they immediately noticed that **************** zone valve control boxes was broken and disconnected (not related to our install or workmanship) Therefor the diagnostic was a chargeable call. Ms. ***** stated she has had several companies out to look at her system as well as ours. We let Ms. ***** know what repairs needed to be done along with a estimate of cost and left it up to her if she wanted to move forward.  On February 14th an email was sent to our company that Ms. ***** again had another company out to do the work on her system. In her email letting us know that she in fact had a former employee of Brennan who now works for another company out to fix her system. We have decided to no longer do business with ***** because of this reason.  We stand by the diagnostic change simply because it was not related to work that we did. Keep in mine that Ms. ***** also stated Via E-mail and verbally that she has had MULTIPLE companies out to look at her system.

  Customer Answer

  Date: 04/11/2023

  Date of service was February 7. Charge was $311.58 Charge was for diagnostic that was not done. This is fraud. I was told that the zone control was broken and needed replaced. I do not have a zone control in my house. The thing they assumed was needing replaced is the valve that does not connect to my home. The "technicians" tried to sell me a zone valve (maybe 3, if it didn't work when replaced), a subscription for approx. $200 (which was supposed to give me better service), and told me that I might need to replace the entire boiler. (Total cost of this would have been well over $20,000 for all of this.) I called another company after repeated requests for the written part of the diagnostic, they promised me, and I needed none of what they tried to sell me. The other company simply added water to my boiler (because it was out of water), and bled the lines. These "technicians" didn't do anything. One of them even admitted they did not get their tools out of the truck. I tried to talk to the dispatcher, who yelled at me and told me her supervisor would call me. I then sent this information to the attorney general, but they did not answer it. They must be aware that if they don't answer the complaint there, then it will be dropped. It is over 2 months later, and I still have not heard from this supervisor that was supposed to call me. I would like a full refund, and at this point, I want to make sure that these people don't try scamming anyone else. My boiler is working fine, with water in it.

  

  Business Response

  Date: 04/24/2023

  We have had consistent conversations with *****, please see events below:
  
  Confirmed verbally prior to scheduling from ****** that it may be a dx charge of $274 plus tax. If it is not related to our workmanship
  ***** confirmed price prior to running Customers card.   
  After diagnosis ***** and ****** stayed in contact with **********;
  ***** called ****** concerned about the charge and ****** updated customer that it is a chargeable call since it was not a part of our install. 
  ***** talked to ***** about sending out the quote and how she would want it - she told him the next day that one of the zones started working (Confirming the intermittent failures of the zone values) She wanted a quote on all three. 
  Sent out quote on the 10th and had ***** reach out to customer to verify that she received it 
  ***** called to inform ****** that ****** was out and didn't charge. She went on to tell ** that he put water in her boiler and its working fine now.
  ***** has been persistent on saying that she does not have zone valves when in fact the other company she had out to her home came up with the same diagnosis.
  I have attached the invoice from the other company that shows the diagnosis. Which is also the same diagnosis we had given her.  All charges were valid and the work was done. Brennan heating had two technicians out at Karlas house that did diagnose her system and she was aware of the diagnostic fee. 

  Customer Answer

  Date: 05/03/2023

  This was the answer to my complaint, and I will address each thing they said:
  
  Confirmed verbally prior to scheduling from ****** that it may be a dx charge of $274 plus tax. If it is not related to our workmanship

  This is not true. No verbal or written explanation of any charge was ever given to me.

  
  ***** confirmed price prior to running Customers card.   

  No one said how much the card was going to be charged. Instead, the other person tried to sell me on the membership, while the card was being charged. I two a room mates who overheard the entire conversation and can testify to this.

  
  After diagnosis ***** and ****** stayed in contact with **********;

  I called multiple times, and was not called back until I complained on ******* and multiple other venues. When ****** called me, she said "Well, you wanted our attention... you got it."

  
  ***** called ****** concerned about the charge and ****** updated customer that it is a chargeable call since it was not a part of our install. 

  I asked for the diagnostic that ***** told me he would send me. I never received it. Then, I asked for the "technicians" to call me back. No one did, until multiple online complaints were filed by me.

  
  ***** talked to ***** about sending out the quote and how she would want it - she told him the next day that one of the zones started working (Confirming the intermittent failures of the zone values) She wanted a quote on all three. 
  Sent out quote on the 10th and had ***** reach out to customer to verify that she received it 

  I told them that the zone started working, and the others stopped, so I wanted to know why. That is when I was informed that they didn't do anything. They just walked in and saw that one of the zones was disconnected. They admitted that they didn't even take out their tools. 

  Show me the quote you sent. It was never received. Attached are all of the e-mails I ever received from Brennan.

  
  ***** called to inform ****** that ****** was out and didn't charge. She went on to tell ** that he put water in her boiler and its working fine now.

  I never said that ****** didn't charge. He charged for the visit, because what my boiler needed was water, and the lines bled. The "technicians" would have known that had they taken their tools out and done their job. ******** new company charged me for the work they did.

  
  ***** has been persistent on saying that she does not have zone valves when in fact the other company she had out to her home came up with the same diagnosis.
  I have attached the invoice from the other company that shows the diagnosis.

  I never said I do not have zone valves. What ****** screamed at me is that I needed the zone control replaced. I do not have a zone control. The valves are direct connection. 

  What I did say is that the problem was not with the zone valves. The boiler needed water. It also needed bled. What ****'s Radiant said is that we may need to upgrade to newer zone valves and a bleeder. 

  Whoever wrote this needs to talk to ****'s Radiant and find out how to actually work on boiler systems that are older. This person obviously cannot decipher the notes written by ******, who has 30 years of experience.

   

  Which is also the same diagnosis we had given her.  All charges were valid and the work was done. Brennan heating had two technicians out at Karlas house that did diagnose her system and she was aware of the diagnostic fee. 

  No work was done. Two people came out and looked at a zone valve that was not connected, and assumed it needed replaced. The zone valve was not connected, as I said before, because TWO ZONES are operated by ONE VALVE. I do not have three valves connected, nor was that necessary. 

  The ONLY THING that needed done was to have water put in the boiler and the lines bled. These people just wanted me to buy a lot of things - 1. A zone valve to replace the one I don't need. 2. Maybe two more zone valves 3. The membership

  4. They told me I probably would need a new boiler and the cost would be $20,000

  So, I expect my money back and an apology.

  I have CCed Brennan with this. 

  I have also CCed *********************, who is a consumer investigative reporter.

  This is fraud.

  

  Business Response

  Date: 05/15/2023

  Here is the documentation requested from your visit.

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 19386694
  
  I am rejecting this response because: this diagnosis is based on the "technician" looking at the boiler and seeing a zone valve on the floor. The zone valve was not attached because it was not needed. The "technicians" admitted to me that they (in their own words) "We didn't do anything. We didn't even get our tools out of the truck. We just noticed the valve laying on the ground." 

  I had to pay $300 for another company to come out and ACTUALLY do work. The boiler needed water. A boiler technician would have seen that, had they gotten their tools out and did their job.

  As I have said many times, it is irresponsible to charge someone $300 to look inside the boiler room and see a valve laying on the floor, and assume that was the problem.

  That valve had been removed years ago, and two zones were attached to one valve. If I had known that these two guys did not do anything except notice the valve on the ground, I would have told them that the valve had been removed and laid there as a reminder that two zones were being operated by one valve, whenever I chose to replace those valves. 

  ****************** suggested that when the valves go out, to replace them more modern valves, but only if they stopped working. They are fine. The boiler works, now that there is water in it. The "technicians" from Brennan should know to check to see if there is water in the boiler, yet they did not do that. 

  What they did was look at the valve on the floor and assume that was the problem. 

  Why would my heaters have ever worked if a valve on the floor was the problem? How would that valve have gotten to the floor? This is illogical.

  Lastly, when I called and asked for a part number, ****** kept yelling at me, telling me that I needed a zone control. A zone control and a zone valve are not the same thing. The last response Brennan sent says something to the effect that ****************** advised to change valves, and that I said ****** came and worked on the unit for free.

  Both statements are not correct.

  What I said is that the zone valves were not what I needed to make my boiler work, since it is working fine now that it has water and the pipes were bled. I told her anyone could walk into the boiler room and see that a valve was on the floor, and not charge me $300 to say that. Even my contractor, whom I pay for projects, would not have charged me to LOOK INTO THE ROOM AND SEE A VALVE ON THE ****** And no one of integrity would just guess that is the problem and charge for a diagnostic. This is NOT a diagnostic. This is a GUESS.

  Lastly, if you are going to scream at a customer that they need a zone control, maybe you should not work in a job where you don't know the difference between a zone control and a zone valve.

  I do NOT accept this answer (getting a bogus file months later). I want my money back. And NOW I want an apology and a promise that this type of behavior does not continue. It is shameful to charge someone like that and suggest that they need to purchase a zone valve for $800 (***** said they are $400) and maybe two more zone valves for $1600 more, and $200 for a membership (to get better service), and probably a $20,000 boiler. 

  SPOILER ALERT! Boilers require water to work.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/10/2023

  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 requested a maintenance service from this company and was quoted an amount at the time. After the service was completed I was asked to pay by cheque or card which I did. The invoice was not sent to me for two days after the service and was not reviewed at the time of payment. I found that they had added a $9 fuel charge to my bill. This was not disclosed at any time to me. I called them to question it and was told that they quote a service fee and then can add in what they need to and say it's part of the service- does this mean next they can add in lunch for technicians and say it's part of the service? This should have been disclosed up front that this was part of their fee. I questioned how charging each customer $9 was valid and met with an arguement that they use diesel fuel and it's expensive for them.This is the cost of doing business- I can't bring my boiler to them so rely on them coming to me abut they should be honest and upfront about what I am paying for and not add in hidden costs after the fact. I feel cheated and manipulated by this company taking advantage of me. Their fees are already high and to have this on top is outrageous. If they can't afford fuel then they shouldn't be offering the service but don't expect me to pay an extra fee on top of the service.The attitude from the person I spoke to was condescending and rude and I am disgusted as a customer that they operate this way. It is only $9 but is the principal and how it was handled. Businesses cannot add in fees for whatever they want and not disclose it to the customer.

  

  Business Response

  Date: 02/28/2023

  Our service supervisor spoke with ***** about the charges.

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19381829
  
  I am rejecting this response because: The supervisor spoke to me but offered no resolution or apology. He said that they charge a service fee and can add it whatever they need to, which he beleives is justified to charge for fuel and not disclose it. This is why I stated that they could charge for lunch and not discolse that also. 

  I believe this was dishonest and I was not aware of charges that were being incurred by me. Had they disclosed it up front I would have had the choice whether to do business with them or not. This is deceitful practice that should not be condoned. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/08/2023

  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 a heating unit approximately 16 months ago, it was service multiple times in the first 6 months for issues. None of the services resolved the issues. The unit broke entirely and it has been 2 weeks without response from the company after the service, it was 4 weeks prior to that when it broke, still cannot get ahold of them, they also claimed it was not under warranty due to lack of annual service but it had been serviced in the last year.

  

  Business Response

  Date: 03/16/2023

  We went out on 2/14 and then replaced parts on 2/25. ******************** system has been repaired.

• Initial Complaint

  Date:12/23/2022

  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.

  Our heating panel went out (completely black) the night before last night Wednesday the 21st. We had it installed 4 months ago by the Brennan company. We have tried to get a hold of them over seven times since it went out. No one has bothered even trying to call us back. These are the coldest days of the year and our house is freezing. We've gotten a hold of the answering service a couple times and they sent us to voicemail. We even called the emergency line several times and we keep getting sent to voicemail and leaving voicemails. Still nothing back.

  

  Business Response

  Date: 01/18/2023

  we have left several voicemails for this customer and also had an appointment held. There has been no response from the customer.

• Initial Complaint

  Date:10/13/2022

  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 have been trying to have a job finished at our house for over 4 years. We had a new hot water heater put in our basement. The second part of the job was to install piping for a gas dryer right above the hot water heater. The job was never finished due to the installer having a back/medical issue in 2018 and he never returned after many calls to the company. Then the pandemic started. I picked this issue back up last December. I got a manager who promised to address it and never did. He stopped returning my calls. I got another employee at Brennan - *****- a couple weeks back who said he would get us scheduled. I have called back 2 more times and he has never called us. We now have a dryer that is out of commission and we need to buy a gas one that we planned for 4 years ago. I have requested many times with Brennan to finish this job and there has been no scheduling or resolution. We have already paid for this work in 2018, four years ago, and need it completed to that we can dry clothes for our family. Thank you.

  

  Business Response

  Date: 11/01/2022

  Our service department has been working with the customer directly to resolve 

• Initial Complaint

  Date:10/12/2022

  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.

  Had a new furnace and heat pump installed 12/17. I did an overlay (roofing) last month and two nails for the shingles hit the pipe that holds freon. Found that the pipe was not strapped down like the other side (to a 2x6) and was resting on the roof. Called to have a repair done and was told by the operator that they have had a lot of issues like this and it must be the roofers. Had to wait 3 weeks for a specialist to come out to fix. Came out to inspect for a service fee of $204.36 and told me that I was not at fault but he did not have time to fix. He told me that the pipe should have been bent or strapped down so it was not riding on the roof line. He contacted his boss and told me they could fix it, no charge for labor but $119lb for material at around 13lbs. This brings my cost to around $2,000 for something that was installed improperly. Regardless of purchase date roofs do need to be replaced and nothing (electrical, water, or pipes should be ran up against the roof). I have continued to contact Brennan heating and air conditioning and have got the run around, ending in just voicemail directories and no call back since last Thurdsay 10/06. I still have not gotten an email about the paid visit that basically confirmed my issue but lead me to no resolve.

  

  Business Response

  Date: 10/31/2022

  Our service manager spoke with **** who is the Job holder. (**** was taking care of this for him)  **** was informed that this was not a warranty call and that Brennan will not cover the cost of repair, he asked for a quoted and that was provided to him from ***** here at Brennan.

   

  Customer Answer

  Date: 11/01/2022

  Brennan tried to blame this issue on other contractors workmen ship. There is a reason for building codes in which they did not follow. According to King ****** who has seen the pictures said that Brennan is still responsible to comply with building code even if it passed permitting which is done with just spot checks and nobody actually comes out. Brennan simply did not follow code and caused the issue. 
  

   

  1. The pipe was installed against the roof deck which is against building code IRC1411.7 Location and protection of refrigerant piping: refrigerant piping installed within 1 1/2 of the underside of the roof deck shall be protected from damage caused by nails and other fasteners. Attached pictures (that should have been provided by your technician that we paid for to come out). 
  
  
  2. According to **** there are no statue of limitations on this code.
  
  
  3. King ****** ********************************* issued a permit 01/08/2018 MECH17-1849 in which the contractor is responsible for code compliance. 
  
  
  4. Your technician personally told me it was not my fault and that the pipe should have been ran differently to avoid any punctures from future roofing.
  
  
  The said thing about this business is that when I called them, I was told they have had alot of these issues from the receptionist that sets up service calls and that there must be alot of bad roofers out. Meaning that we are not the only ones. 

  
  
  King county has referred this as a civil issue and advanced this to the attorney generals office.  

   

   
  Complaint: 18205643
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/11/2022

  Type:Product 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.

  In April 2022 an order was created with Brennan, as part of a partnership with ****** to install an air conditioner in my residence for $11,785.10. The installation was scheduled for July 14th, 2022, and paid in full before then. On July 14th, part of the installation was made, but could not be completed due to at least one necessary employee not being sent. On July 15th, the remaining employees showed up and made the installation functional. A few dats later it was noticed that the blower stack was leaking significantly. The installation also failed City of Auburn mechanical inspection. I contacted Brennan and left a message requesting they return to complete the installation/repair and provide the required information to pass inspection but as of October 11th, 2022, they have not scheduled a time to come out. They have also not issued a ****** shop card in the value of $1,606, which was promised with 4-6 days within installation. Several calls through ****** have resulted in no help or assistance. After several attempts for repair, I contacted my credit card company to dispute the charge. I was contacted a week later and was told I would be contacted by the installation manager to fix the problem. It has been two weeks and no contact has been made, meanwhile they lied to my credit card company and said it was installed and in good working order, so the charges were re-applied. One employee tells ****** that they have tried to contact me regarding the problem, when they havent and when the boss asks the employee claims she has not heard of any complaints.. even when both myself and ****** called them.

  

  Business Response

  Date: 10/25/2022

  All issues resolved on 10/13/2022

  Shop card submitted and sent out

  Customer Answer

  Date: 10/27/2022

   
  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.
  

  This company was unresponsive, and deceptive until the BBB got involved, to which they immediately responded. I appreciate your assistance.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/09/2022

  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.

  On May 3, 2022, I contracted with Brennan Heating as the vendor for ******* to purchase and install a heat pump in my home for a cost of $16,516.32. This arrangement also included the commitment to provide us with a ****** gift card for $1,511. The sales representative, *********************, booked us for installation on August 10, explaining that it would take this long to acquire the equipment to install due to supply chain issues. We made our payment according to the commitment a few days before the scheduled installation. On August 10, the installers began the installation, but did not complete the installation. The installers stated that attaching the heat pump unit to the cement pad was part of the installation, but they did not complete that part of the work. The installers also left us with a thermostat that did not function properly. I called Brennan to arrange for this work to be completed. They stated they could not send an installer out to complete this work until August 22. The morning of August 22, Brennan called and stated they could not do the work that day after all and we would need to reschedule again. We agreed on September 9 (a full month after the original installation date). I attempted to call Brennan the day before and on the day of this new installation date to verify the installers were actually coming and could only leave voicemails. I received no return phone calls and the installers never showed. Not only is my installation not complete, but the $1511 rebate from ****** is held up until this installation is finished. I paid my$16k plus to Brennan, their negligence is not delivering on their commitment and holding up substantial monetary value coming to me.

  

  Business Response

  Date: 09/29/2022

  Install is complete at this time. 

  Customer Answer

  Date: 09/29/2022

  The installation was completed, but only after repeated attempts to receive a response from the company, a same day cancellation followed by a no-show and my engaging BBB a month after original installation date. This was not in good faith with the contract, nor honoring the full prepayment required of me. It also delayed my ****** rebate by a month. 

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

• Initial Complaint

  Date:08/31/2022

  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.

  I hired Brennan (through ******* to install *** furnace, thermostat, and water heater on 12/17/21. They took my fire and carbon monoxide alarms during the installation and have not returned them. In June 2022, the first time I used to the *** the ** was not working. It was a struggle to get a response from Brennan. It took multiple calls and voicemails to get someone on the line to schedule. They sent out a tech on 7/13 who put a "temporary" wire through my window. It was again another battle to get a hold of Brennan. We finally scheduled for 8/4. It was a no-call, no-show on their part. We hounded them for a response, but did not hear from them until 8/22 at which time we scheduled for 8/26. On 8/26, I discovered water and mold in my laundry room. I showed this to Brennan when they arrive. On 8/28 my thermostat died. On 8/29 my handyman checks out the crawl space and discovers it is flooded underneath the Brennan equipment and I notify Brennan. They send out a tech who investigates and discovers that the previous tech provided us with a faulty extension cord. The now correctly wired pump shut off the thermostat when it lost power. He then tells me to go to ********** to buy an extension cable and test the water pump myself. He gathers his things to leave, then says he cannot leave my house until I sign paperwork stating I am satisfied with the service and that the contractor Brennan has completed their work. I refuse and he leaves. On 8/30, Brennan sends an electrician and his apprentice to fix the pump, and they do so. The ** and thermostat again works. The tech signed his own paperwork for me, and did not offer for me to see it. The next day, ********** comes to my house to investigate the water damage from Brennan's pump and find mold and water damage that will take extensive time and money to fix. Brennan sends out another tech after our urging to ensure everything is working, they take a video of some water damage and leave.

  

  Business Response

  Date: 09/12/2022

  Our service department had one of our technicians out to get everthing squared away. 

• Initial Complaint

  Date:08/30/2022

  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.

  Brennan Heating and air conditioning came out to install ******* Lennox HVAC. The first winter it worked but progressively the unit became more erratic until it stopped working completely. The technicians came out and said this 5 year old unit just needed to replaced and that it was probably our fault. Finally a senior technician came out and said the unit failed because it was installed improperly which caused the heater exchanger to fail. They then came out , completely uninstalled it , replaced the heater exchanger and reinstalled the unit. Its worked ever since. Recently I was served a summons stating I owe ******* for the labor for the heater exchanger that wouldnt have needed to be replaced had Brennan installed my unit correctly in the first place.

  

  Business Response

  Date: 10/13/2022

  We have tried to collect on several different occasion the money that is rightfully owed from ****************. Our company has performed and completed the repair; parts were covered under warranty however labor was not.Customer still owes for the labor charge with the many attempts to try and collect and failing resulted Brennan sending her to collections. We have spoken with the Attorney General about her concern as well. Our stance on this has not changed. We ask that **************** pays the labor charge owed.