Business ProfileforBertrand Plumbing & Heating

Terrible experience. I bought a new build commercial unit with a brand new heat unit from these guys, with warranty and all.1. They refused to start/test the unit after initial gas hookup until the builder intervened.2. Charged me for a service call to fix a noisy vent, which should've been done at the first visit.3. The unit stopped the very following winter, still within warranty period, they sent a tech to reset it and charged me again, stating the warranty starts on delivery date not when the unit is started and tested for the 1st time ever (which is when the property is sold by the builder), which means it's possible the warranty could expire before the unit even started for the first time.4. It stopped again a few days later, they said it's overheating and they will try to figure out why then get back to me, never heard back from them.5. Fast forward 4 months and after I sold the place, they sent me a notice to pay 2750$ for some work that I didn't approve and wasn't even aware of, and sent the new owner a bill for 225$ for a call he never made. I called to inquire, they threatened to send a technician to remove the part from the unit that I no longer own, and after my experience with them, I don't know if they even replaced any parts.

We sincerely apologize for the difficulties you've experienced with your **** unit. As previously stated, the manufacturer's warranty for the unit covers 18 months after delivery, which occurred in 2019. Consequently, neither labor nor parts are covered under warranty at this point. This was communicated and understood before sending a technician on December 20th.Regarding the installation, while we installed the **** unit, the final ductwork installation, including balancing and commissioning, would have been handled by the party responsible for ductwork installation. Unfortunately, it appears that the balancing was not done properly, requiring recalibration and adjustment to match the ductwork sizing.This was not our customer but the customer of the our builder. The warranty information should have been explained with the builder and the customer.Here are the technician's notes from our visits:December 20th: Upon arrival, our technician inspected the thermostat, which displayed a reading of 14 degrees Celsius despite an active heat call. After inspecting the rooftop unit (***), it was discovered that there was no power to the **** The fan limit was tripped, but after resetting the switch, the *** started functioning. Further inspections revealed no issues with the filters, plenum, or heat exchanger. The unit was calibrated, and all parameters were within manufacturer specifications.January 11th: We noted a potential need to increase the supply and informed the client accordingly.January 17th: An intermittent issue was identified with either the fan or the board. However, after a reset, everything operated normally with satisfactory gas pressure, temperature rise, and no leaks or CO presence. Our tech support recommended replacing the fan limit.January 18th: The fan limit was replaced, and comprehensive testing was conducted. Once again, no issues were found with the heat exchanger or gas leaks.Client Follow-Up: Despite our efforts, the new owner reported continued lack of heat in the unit. They resorted to using an electric heater as temperatures dropped to 8 degrees Celsius indoors.January 19th: Our technician determined that the blower motor needed replacement, as it was intermittently failing to turn on despite receiving signals. Unfortunately, the part required approximately 1.5 to 2 weeks to procure.January 30th: The blower motor was successfully replaced, and tests were conducted to ensure proper operation. CFM was adjusted accordingly, and again, no issues were found with the heat exchanger or gas pressure.Additional Note: The technician and our dispatcher received numerous phone calls and emails from both the previous and new owners urging urgent action to repair the unit due to the transfer of ownership and freezing temperatures. It's regrettable that despite our efforts, we have not received payment for our time or the parts installed. We have reached out multiple times for payment requisition without any response. Now, four months overdue, we will be passing this account to a third-party collection office.