ComplaintsforBryant Heating & Cooling, Inc.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see the attached document.

  Business response

  06/27/2024

  Our offer still stands to send a licensed electrician out to give a full estimate for the cost of bringing the electric up to code, but that it will not be free as another company performed the initial work. This issue was unforeseen and outside of the scope of HVAC licensing. We offered to reimburse the fee to have a locksmith come and unlock the garage door, which was declined by the customer. We have returned the requested old thermostat and confirmed proper operations. At this time, the contract has been fulfilled for the HVAC work requested by the customer. 

  Customer response

  06/27/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  I had to argue with them for them to agree to call a locksmith out. We drilled the locks out ourselves, so no locksmith is needed. As far as electrical work, we have scheduled an electrician to come out with a different company. We no longer trust Bryant and do not want them in our house. They did return the thermostat today after a week of calling and asking for the return. They replaced the disconnect box that was attached to our A/C and garage power, since they did our garage doors will not work and it keeps getting worse, now no electrical works in our garage. Replacing the disconnect box was in their scope of work in the contract, so I guess I am confused why they messed with it to begin with if it was not wired properly. Also, not sure how all the electricians that have been in our house over the years all missed it, but now their is an issue after Bryant comes. I also do not appreciate them taking my review down from BBB. They literally tried to bully me to take my reviews down before they send out an electrician to view the scope of work and give an estimate. I tried to compromise with them that after we settled on a repair price I would take it down, but they wouldn't agree. After I told them I wouldn't do business with them again they said they will no longer service the unit they just installed despite it being part of the contract. I enjoy them trying to say they are willing to work with me, but the phone conversations that leave me in tears would beg to differ. I recorded the last one and it was nasty. 
  
  Sincerely,
  
  ******** *********

  Business response

  06/28/2024

  All of our conversations are recorded and we have confirmed what we offered was stated in those calls. We did not say we wouldn't honor the warranty if requested. Most of the technical and licensing requirements have already been explained multiple times to the customer. The only request from the customer was to have everything done for free, despite it being vastly outside the contracted scope of work. Our offer to send a licensed electrician at, or near cost, to review the scope of the job with the customer and perform the needed work to get the garage up to code still stands. The BBB review is still visible to us. We have no control over getting that taken down--only the BBB can do that.

  Customer response

  07/09/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  Hello,
  

   

  Due to the timing issues and the holiday, this complaint should still be open. We just got a second opinion yesterday. Bryant completely fried our electric garage doors and our exterior garage lights when they installed the HVAC system. I am not sure why they didn’t stop when they first began and had not yet replaced the unit when they realized our garage was not working. I was assured by the technicians that they would get it figured out and if not an electrician from their company would be out to fix it. No one said anything about extra cost until it was too late to cancel the agreement/order. I have still to get the inspector out, but I am pretty sure this will not pass inspection. Please put my review back up on BBB. I saw it was removed. Re-open the complaint or I can start a new one. Please let me know. Thank you.

   

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

  Business response

  07/12/2024

  The outdoor lighting and the garage door were ran off the disconnect for the Air Conditioner. This is against code. We did not perform this work and this issue should be brought to the company who did. We offered to correct the electric wiring, but since it was not originally done by our company, we would not repair it for free. We offered to do this work at a reduced rate but were not allowed to have an Electrician come to the property to determine the cost to even discuss it with the customer. If we had halted the installation of the Air Conditioner, this problem still would have existed and needed to be fixed to pass inspection. The Air Conditioner and the outdoor lighting cannot be on the same circuit. Once again, this electric work was not done by Bryant Heating & Cooling to begin with. 

  Customer response

  07/15/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  We have had numerous electricians out and the city inspector. They all agree the way you all left it is not to code. They say that the disconnect box that you replaced it with is not big enough to handle the garage and A/C power like the last one. They do all agree that there should be a separate disconnect box and breaker for the garage power. Currently, we are getting some power to the garage, but our garage doors still will not work. They are either completely fried from the HVAC installation or not getting enough power. 

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called them for a clogged line. They came out and said the “only” way to access my lines is through my toilet which was $750 which I approved. They couldn’t get the clog that way so they had to come back later that day and install a clear out which cost me $2400 which I accepted. They gave me $50 off for a 5star review which i did and $400 off for a membership through them which I did. 2 days later I called them back out because my lines were still clogging up. They came back and said it would be $450. Got them down to $150. They went through my bathtub this time which wasn’t even an option the first time “had to go through my toilet and charge me $750”. Couldn’t get to it through the bathtub so they had to come back the next day to go through the clear out I already paid over $2000 for. The next day they said it would be $450. Got them down to $200. Finally got the clog that time. Ended up paying them $2,200. I canceled my membership and deleted my 5star review. They have charged my card 3 months for the membership that I cancelled. Have called and gotten a credit the last 2 time. This third time I had to cancel my credit card and get another one. They said they will issue a credit to me tomorrow Monday but they will just charge my card again next month. Shouldn’t be advertising plumbing if they are unequipped to do plumbing. They priced gouged me through the whole process and took a month to unclog my drains.

  Business response

  04/10/2024

  We apologize for the issues that occurred with canceling the whole home membership. The additional charge that happened on 4/7/24 was refunded on 4/8/24 and we emailed the receipt to the email address we have on file for **** ***** Upon review of this account, **** **** owes an additional $285 that was discussed with her in February. We will waive the $285 balance owed in order to resolve this matter.

  Customer response

  04/11/2024

  I’m not sure where the $285 came from. Never has a $285 been mentioned in any of the correspondence between us which I have provided to you. That just confirms the price gouging from this business. All I was asking for is the credit for the $24.99/monthly charge and to stop charging my card every month just to issue me a credit for the charges you aren’t supposed to be charging my card since I cancelled the monthly membership. I’m tired of the apologies and credits just stop charging my card in the first place. 
  A company can’t provide you with horrible customer service, price gouge you at every turn, continue to charge your card after cancelling a service with them, and now demanding more money that was never mentioned before. This is absolutely outrageous. 

  Business response

  04/17/2024

  The funds requested have been reimbursed. 

  Customer response

  04/17/2024

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

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May Concern, I am filing this complaint against Bryant HVAC due to the failure of a newly installed furnace and substandard service. After our old furnace broke down in December, Bryant recommended and installed a new furnace and A/C unit for over $15,000. Shockingly, the new furnace malfunctioned within three weeks, mirroring the initial problem, which is unacceptable for a brand-new installation. This issue reflects poorly on the quality of Bryant's products and their professional integrity, considering the significant expense involved. I request an immediate and effective fix at no extra cost, a formal explanation for the failure, and assurance of the reliability of both installed units. I have already contacted Bryant HVAC and am awaiting their response. However, given the severity of the issue, I felt it necessary to involve the BBB. This complaint aims to resolve my situation and prompt Bryant HVAC to improve its service and product quality for future customers. Thank you for addressing this matter. Sincerely, ***** ******

  Business response

  01/23/2024

  On the initial visit which happened on December 21, 2023, the technician diagnosed a bad control board on an 18-year-old system. The board was going to take at least a week to receive, and the client elected to purchase a new heat pump system. After the installation, there was a quickly correctable issue from our installation. We addressed it within 2 hours of the first notice there was a problem, and it took 10 minutes to fix. We have discussed the difference between the control board issue and the safety switch issue that occurred after installation with the customer. We added two years of maintenance to the account and satisfaction was reached as of January 11, 2024. After a phone follow-up today, we did confirm the unit is still working satisfactorily and the customer stated they had retracted the BBB complaint. 

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We filed a complaint with Bryant Heating & Air in July 2022 and they replaced a faulty air conditioning unit (a lemon) they had installed. The new unit that was installed is now malfunctioning - the first time it was turned on (this passed weekend) there was no cold air. The tech that was sent out said it was a "faulty pump". We discovered that when they replaced the "lemon" unit, they left the old pump. We advised we would not pay for a replacement pump. The tech came back out - this time the system not working was blamed on the home's fuse box. WE NEED A FUNCTIONING AIR CONDITIONING UNIT INSTALLED BY BRYANT HEATING & AIR - OR OUR MONEY RETURNED SO WE CAN PURCHASE A SYSTEM FROM A REPUTABLE VENDOR.

  Customer response

  05/19/2023

  Complaint ******** Additional Notes for the complaint against Bryant Heating & AC The Bryant Tech visited the house and advised the A/C had stopped working due to the condensation pump - indicating the cost to repair would be $750. After push back the cost was decreased to $300. After further push back (because the system is < 1 year old - the Tech returned and advised there was just a clog in the condensation pump - so it is fine. The problem is now the house electrical system panel. We hired an electrician to look at the house electrical and were advised that the fuse to the A/C had been switched to a neutral position causing no juice to get to the unit. When the electrician flipped the switch, the A/C started pushing cool air. We have no trust in Bryan Heating & Air. We have reached out to CARRIER - the maker of our replacement Heating/AC unit. We would like for them to inspect the system and recommend a vendor different from Bryant to support our unit. *** ******** - daughter and power of attorney for *** ****

   

   

  Business response

  05/24/2023

  This is in response to BBB ID ********.  We have been in contact with our customer’s daughter and mutually agreed that we would send our Service Manager along with a representative from the manufacturer to inspect the unit.  We were waiting for the manufacturer to confirm scheduling.  We advised her of that & she had communicated with the manufacturer as well.  Due to her lack of trust in our service she had requested to utilize another company to service her mother’s unit and said she had received names from the manufacturer.  We are very interested in bringing this to resolution with her & her family. She declined our offer but is agreeable with us following up with her later.  If you need additional information, please advise.  Thank you. 
  

  Customer response

  05/25/2023

  
  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.

  We contacted the manufacturer of the unit (CARRIER) and advised we had lost trust in the dealer that was servicing our system (Bryant Heating & Air). CARRIER provided the names of 5 other dealers that we could utilize to service mom's (*** ****'s) unit. We selected ******'s. ******'s sent out a Tech yesterday who inspected the unit and it is fine. There was a clog on the Condensation Pump unit which the tech cleared. There was a small charge for this repair. We also purchased a Maintenance Agreement which provides 2 visits annually (Spring & Fall) to inspect the unit. Friendly, fast, fair. Before ******'s visit, the AC was set on 74 but the house temp was 86 - my mom is elderly and is a shut-in - this was very hard on her. After ******'s visit, the house temperature is a comfortable 74 degrees. What a difference the change in dealers made.

  THANK YOU BETTER BUSINESS BUREAU - I BELIEVE JUST HAVING YOU INVOLVED HELPED THIS ISSUE TO FINALLY BE RESOLVED. NOTHING WAS GETTING DONE UNTIL THIS COMPLAINT WAS FILED.

   
  

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Conversation with ******* * *********- It was concluded that the *** reroute, $1500 , was not performed but still charged. Bryant H&A lost all credibility and my confidence in their ability to provide quality work, transparency, and fair prices. Informed that no refunds or reimbursement would be provided regardless of fulfillment of contractual obligations. 1- natl high $1600- Bryant HVAC $2500 for the water heater install 2- charged $1500 for tnp reroute that was not done 3- $700 charge for a quick connect shutoff valve, $10 part,used 1 old valve why not both. padding invoice 4- old water heater was stolen without authorization. 5- water pipes connecting my soft water system$3500 were cut and capped, now unusable “ Bryant proposes to install all specified induction, accessories, products, and materials for your Air Conditioning and Heating system as described below” -ZERO info.Bryant ignored policy on their work order.emailed DHUNT asking for a detailed invoice.No reply. Prices for the work performed were 3x the natl high avg. zero response/transparency. With no invoice of a detailed work plan, a large sum of money spent for work that was not performed, and what is clearly hiding prices with intent to deceive and gouge, non-transparent work orders that disregard Bryants own policy, and arbitrarily high prices, my due diligence provided me with a number commiserate with the highest national average price for identical work $1600 No information or specificity was given to try and understand a price nearly triple the national avg. $1,500.00 Reroute TNP outside TNP was not rerouted performed shut off valve- $700 dollars for an inline shut off valve that is a quick connect hose, a $10 part. I had all of the required shutoff valves already. To add on to this , my old water heater was stolen without permission or authorization, pipes connecting my soft system was destroyed without authorization, rendering it useless. Vultures preying on consumers

  Business response

  01/13/2023

  This is in response to BBB ID ********  We offered fair restitution for the value of any uncompleted work.  The customer refused to let us, or the state inspectors view the work.  Also, we were not contracted to do any work on a 30-year-old water softener and were never requested to leave the old water heater behind.  The customer is refusing to correspond with us.  We are still happy to either complete any unfinished work or refund the difference, even though it would void any product warranty since it is out of code.  Thank you. 

  Customer response

  01/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  An email from the director stated a refund of $1700 which I have attached. From this email I can only assume they do not wish to honor that agreement . Also all attachements from the prior email show my proof. There is a much longer email from both of us showing the work not complete. If any more is necessary I will provide those emails. 
  
  Regards,
  
  ****** *****

  Business response

  01/19/2023

  This is in response to BBB ID *******.  Please note that we have corresponded with *** ******  The refund has been mutually agreed upon & our accounting department has completed the process.  The refund transaction will appear on his credit card account.  He would need to contact his bank to confirm date it will post.  Thank you.       

• Initial Complaint

  10/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Requested service for a fall season check of the furnace. A courteous tech arrived to check my furnace. Within a few minutes he was saying there is a problem, produced pictures. I challenged that the pictures might be stock photos. He then offered to let me look through the scope camera… then quickly said oh my camera is broken. He had a long black wire attached to a camera. The wire was inserted into the furnace. He said that the heat exchanger ?? needed to be replaced and would cost $2900 plus. II told him, it is not personal but I need to get a 2nd opinion before I spend that kind of money. He turned off the furnace indicating it might be unsafe to leave it on. He sent 5 pictures of the inside of the furnace showing a crack/ damage. He sat in his truck a while - completing invoice and part work for the service call. I called ***** company to get a referral for a service provider who came the next AM looked, cleaned and checked the furnace and found nothing wrong with it. Very very unhappy with I believe attempted scam,

  Business response

  10/11/2022

  This is in response to BBB ID ********.   Please be advised that we issued a refund on the credit card that was provided for payment.   We would be happy to meet Ms. ***** with our licensed technician, our supervisor, a local code official along with her ***** technician if she would be interested in us showing him where the crack is located.  Also, it is our policy that all cracks must be verified by a member of management while the technician is on the job site.  For your review attached are 3 pics showing the crack.  This is a safety issue.  Please let us know if Ms. ***** is interested in scheduling a meeting.  Thank you.  
  

  Customer response

  10/15/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be unacceptable to me.  I want nothing to do with this business.  I did receive my money back and that is sufficient.  
  
  Regards,
  
  ******** *****
  
  

  ---

  
  
   
  

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8-25-22 Date of transaction (unit was running fine but Bryant was going to rewire it to where it wouldn't work unless we agreed to there demands) I was told by Bryant Heating & Cooling that I needed a defrost board. I said ok how much, they stated 749.00. I said ok to the defrost board. About 1.5 hrs into the job **** stated he found another issue with the high pressure switch and he would have to pump out the freon for a new total of 3079.00 When I declined and stated that I would like to search for a better price the rep (****) stated that he would have to rewire the unit to where it would not work unless I rescheduled with Bryant. When I stated just leave it as is, or just put the defrost board on only, he stated he could not do that per his manager *****). Eventually I agreed, only because it was 90 degrees outside and I didn't want to subject my **** and kids to the extreme heat. In conclusion the only thing that was changed on this date was the defrost board and they did not rewire it to where it would not work because I rescheduled to have them put on the new parts at a future date... They were very demanding and would not bend unless I submitted to there demands.

  Business response

  09/06/2022

  This is in response to BBB ID ********.  To update, we have made multiple attempts to reach our customer regarding his complaint, but all attempts have failed.  We have left VM messages.  There has been no response from the customer.  We are interested in resolution but for that to be possible we would appreciate a return call from him at his earliest convenience.  Thank you.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Bryant to repair a floor furnace in October 2021 at *** ** ******** ****** in Louisville, KY. They came out to service the floor furnace but the problem persisted. They eventually returned and took the floor furnace to their shop to work on it. However, the floor furnace still isn't repaired and they have not installed a new floor furnace. The tenant in the property went the entire fall and winter seasons without a furnace in her home. The floor furnace is still under warranty and the issue is still not resolved and they still haven't put a furnace in the property. This has been a frustrating experience. I have spoken with them and they stated that the issue is with their vendor. It is my opinion that Bryant should fix the problem and then work with their vendor to resolve the issue.

  Business response

  08/05/2022

  This is in response to BBB ID ********.  We did install a **** floor furnace on 10/10/2019 which was covered by our one-year labor warranty and five-year manufacturer's part warranty.  We received notification from the customer on 11/02/21 that the furnace was not working properly.  On 11/04/21 our technician diagnosed that the furnace was failing to ignite.  From that point forward over the next several months until July of this year, we replaced the igniter (multiple times), gas valve (multiple times) and the entire burner assembly at the direction of the **** Technical Support Department.  Response times for receiving parts from **** were extremely long and it was difficult to communicate with them. Additionally, many of the parts we received were either incorrect parts or were not functional.  We only found out after several attempts to reach our **** contact during this process that he was no longer with the company. We were also informed he did not communicate the proper process for us to follow, so we needed to start all over again, following their correct procedure. The delays caused by the manufacturer are the source of the customer’s BBB complaint.  While our goal is to always try to meet and hopefully exceed our customers’ expectations, we feel our attempts to accomplish this have been extremely hindered if not impossible due to ****’s internal issues and poor service on their part.  By ****’s current process to follow, we are working through the distributor regarding the manufacturer’s warranty. The distributor is currently waiting for **** to respond back to them.  Please let us know if you need additional information. Thank you.      

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ten months ago, I purchased a new furnace and heat pump from Bryant Heating and Air. From the very beginning, loud noises came from the basement like a trumpet and vibrating like a rocket ship came from the heat pump outside. After zero results from their technicians a factory representative arrived with a couple of Bryant techs. The rep fixed the heat pump noise. It needed rubber bumpers so it would not vibrate on the pipes. He explained the trumpet noise was due to changes in Freon federal guidelines and agreed that the corporation had done nothing to retool its equipment to keep up with the changes. They managed to get the trumpet noise down to a low level and I dropped it. But during the hottest summer days, this new system cannot adequately cool the house. A tech has been out twice and the problem persists. I have sent pictures of the thermostats remaining at 74 through 9pm and sent another picture today of ice forming on the furnace. I changed the filter a month ago, so let’s not go there. I think Bryant is selling substandard equipment that cannot keep up with the heat due to the fact that the company has not built a unit that keeps up with the new Freon laws. I would like to speak to a very high up executive about solving this problem. Please do not send me one more local yokel.

  Business response

  07/17/2022

  This is in response to BBB ID ********.   We have communicated directly with our customer addressing her concerns & have made various modifications.  She was pleased with our service & happy with the improvements made.   We are following up with her soon to be sure that she continues to be satisfied with the outcome since completed.  Please advise if additional information is needed.  Thank you.  

  Customer response

  07/18/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
  

  ---

  It seems the latest problem with the unit has been addressed with a unique modification that now requires a larger furnace space and two expensive filters. We have not had any super hot days since installation so I do not know if it really works yet. I would not say that I am happy but if it does work well in super hot weather, the company will have appeared to work out the kinks for now and hopefully for years to come. I have never had this many issues with a furnace and I have owned three prior to this one. I will accept their response with permission to reopen this complaint if this extra filter and venting does not work. 
  
   
  

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In 7/24/21 my ac broke down, and I called Bryan'ts to come service the unit. The technician told me "that it would be cheaper and easier to get a new unit", so I spent 6k on a new unit, they came out and replaced it the following day. I was impressed. I have a receipt of work and it even says "unit running to spec". Well it wasn't, within less then a month, on 8/13/2021 Bryant's returned to change a pump, fix a coil and recharge the system because the first time they installed the unit they didn't do it correctly and freon was leaking under my house. Then again in 8/29/21 they returned when it broke down again. To replace more freon and check pressure. Finally in 9/2/21 Bryant found the "leak" in the braise joint and "fixed it". Not after a few months Bryant's returned when mysteriously my furnace was "broken". This time they suggested a new motor, so I spent 1,000$ for a new motor. I received no receipt this time, or work order or proof of purchase. They replaced said "motor" and left. They have since then been to my house 4 times now, the furnace is broken/an ac unit now both don't work. In total Bryant's has been to my house 10 times in less then one year and I have spent 7,000$ with no working units and it is apparently now an "electrical" issue which they will work on for a price. This company is a scam, they have yet to fix anything and only charge me more money for each visit. I would not suggest them to my enemies.

  Business response

  05/11/2022

  This is in response to BBB ID ********.   We had a service call scheduled for this customer prior to receiving notification from the BBB that a complaint had been filed.  We had been communicating directly with our customer and discussed thoroughly evaluating the system to address his concerns.  After the evaluation our findings were that the issues were not associated with the A/C that we installed in 2021 and were not caused by poor workmanship on our part.  There was an electrical issue with his furnace that is not our equipment, and we did not install.  However, we discussed our findings with him and offered solutions to correct.  He agreed to have the repairs done.   After completing the repairs, the system was operating properly.  It was our understanding that Mr. ******* was going to update the BBB to advise them it was an electrical issue with his furnace and that we were not at fault for the situation.  We have not seen his response to the BBB yet.  We do value our customers and hope that we have assisted him in resolving this matter to his satisfaction.  Thank you.

*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. ↩