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:08/04/2022

  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.

  Brennan installed both a new boiler and has installed two hot water tanks for me. As part of a healthy home inspection (2) done in July 2022, it was discovered that Brennan did not install T&P and a backflow overflow pipe correctly in my home. It had been spitting water into the crawl space rather than to code which would have been to create some type of drain to catch any overflow or to run a line to the outside of my home. The water from incorrectly installed (against code) T&P and backflow/overflow had created fungus/mold on supporting members in my crawl directly where the copper pipes incorrectly terminated.I have had two recent inspections and 4 plumbers in the crawl since this was discovered. I have had a foundation expert evaluate as well.I have contracted with a plumbing company as well as foundation company to remedy the situation. I left three voice mails with Brennan heating (M/W/F) after discovering the issue. I asked reception to *not* put me into voicemail and gave a brief summary of the situation. I asked for a supervisor/manager, etc. Each of the 3 times I called I was placed in voicemail of three different employees.Each time I left a succinct message and asked for a timely return call.I have not heard back from Brennan at this time and decided to place a complaint with BBB. I am hopeful to hear from Brennan and as I was loyal to them since purchasing my home in 2008, I am hopeful they will reimburse me for the portion of expenses their incorrect termination of pipes has caused. (Remediation, having someone correctly drain those pipes, and supporting structural members that must be replaced due to water damage caused by T&P/Overflow not being installed to code.*** I have asked ****************/Plumbing for a quote on JUST the repairs for T&P/Backflow, etc. and am waiting for that specific figure** Please see photos and larger quote that contains verbiage about fixing T&{/ backflow issue that was recently discovered.

  

  Business Response

  Date: 08/15/2022

  Looks like our managment team is working with the home owner on a solution. Our Service manager will be reaching out.

  Customer Answer

  Date: 01/12/2023

  Brennan Heating & Air conditioning contacted me one day after I filed a complaint with BBB.

   

  I spoke with *************************** three times, he seemed professional and as though he understood the situation at my home.

  He gave me his email address and we corresponded that way as well.

   

  He mentioned in our second phone conversation (August, 2022) that management was aware of the situation at my home and they would help me get it remedied. 

  He did not specify what that meant, but asked me to email all the reports, quotes, photos and invoices regarding the damage caused by the incorrectly installed boiler and hot water tank.  I emailed him those items on August 25, 2022.

   

   The scope of work to remedy damage at my house was finally completed in September 2022. I followed up with ****** (left voice mail on his direct line) in October 2022.

   

  I did not get a reply so I waited a bit longer and emailed him on December 18th, 2022, requesting a reply/update.

   

  As of January ************************************** phone from Brennan.

   

  The charges to replace damaged framing/supports in crawl space was $2,762.50 (including tax).

  The charges to re-route pipes from boiler and hot water tank into a drain were $5,038.80 (including tax).

   

  
  Thank you for allowing me to provide this update and I hope it can be added to the complaint.  While true they did "contact" me, the customer, they have not done anything to reimburse me and in fact, have ignored my attempts to reach them. Last communication was on August 25, 2022.

   

  Warmly,

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

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

  

  Business Response

  Date: 01/18/2023

  our service manager has reached out to the customer and left a couple voicemails.
  When our phone calls are returned, we will be happy to discuss a resolution 

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 17672558
  
  I am rejecting this response because:
  Please do not close this complaint number.
  
  I am in communication and have received a partial agreed-to reimbursement for damages; however I have not received the full amount at this time.
  
  For that reason, I would like to keep this open.
  
  Will I be able to provide a written update for the public to view after I receive the agreed-upon amount from the business?
  
  Thanks very much, 
  
  ***********************
  

  
  

   

  Customer Answer

  Date: 02/14/2023

  ********************* took over for ***** (who was originally handling my complaint).  

   

  ***** did not leave documentation for *****, so he was not able to confirm that Brennan had multiple opportunities to visit the property and inspect damages prior to me having the necessary work completed by another firm.

   

  Having said that, based on the fact ***** was not privy to the dates/information ***** had, I feel the cash reimbursement for a portion of damages is reasonable.

   

  Brennan reimbursed me in full for the foundation portion of  the work/repairs.

  

  Business Response

  Date: 02/14/2023

  Brennan Heating has paid for our damages and done our part with this customer.