ComplaintsforBryant Heating & Cooling, Inc.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bryant sent out a tech named ****** to perform routine service on my furnace and a/c unit. Tech said a/c unit was fine but that the heat exchanger for furnace needed to be replaced for $2900. Then I was told that the lender they were offering to finance the repair through, ******, would not approve repairs only and that the furnace would instead need to entirely be replaced for $5900. With the calculated interested I was quoted a total of over $15k for the new furnace. ****** turned off my heat as the furnace was supposedly too dangerous to operate and I was left without heat In winter. I had two separate technicians from another company came out yesterday and today and they showed me every inch of my heat exchanger with their cameras and THERE IS NO DAMAGE. They said the picture I was supplied with was NOT a picture of my heat exchanger. They also BOTH said they have seen this happen to other people where Bryant has attempted to convince them they need to replace perfectly operational furnaces. Bryant came, left me without heat, and attempted to commit fraud and theft. I want my $65 service charge reimbursed. I am also going to pay to have additional tests run on both my furnace and a/c units as I am now concerned that Bryant might have purposely tampered with them in some way. Bryant would ideally cover those expenses as well. It would really be the least they could do. SHAMEFUL AND DESPICABLE behavior.

  Business response

  04/04/2022

  This is in response to BBB ID ********.  We responded directly to our customer to address her concerns.  We take all these types of complaints very seriously.  Management approved and confirmed our tech’s diagnosis while he was on site and that was relayed to our customer.  The tech confirmed warranty status in the field with her and she wasn’t the original owner.  We refunded her based off her dissatisfaction only.  We offered a supervisor to come free of charge to remove the heat exchanger and confirm the previous tech’s findings.  She refused our offer.  Everything was well documented, and our customer was unable to confirm that the other company used an actual scope.  We detail a clear process for diagnosing this type of repair and it was followed accordingly.  As stated above we did refund our customer based on her dissatisfaction only.  We do stand behind our diagnosis and we are confident that our findings were accurate.  Thank you.      

• Initial Complaint

  01/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  * ** * ** **** *** ***** *** ***** ****** On April 4, 2021, I contacted Bryant for routine maintenance of my AC. I had no intention of replacing my furnace that day but was told by a technician that the compressor was failing and furnace overheating. I agreed to the purchase and used my credit card, and the new furnace was installed the next morning. During the install, the tech told me he was having trouble “getting the air to go in the opposite direction.” A few days later, the AC stopped working. This involved several service calls and included explanations like fluids, blown fuses, a wire in motherboard, the motherboard, and replacing the new thermostat. Also, I overheard the techs during one service call making fun of me and scheming to make me help. The last time they came was due to loose tape causing the air to disperse into the utility room. They removed the front cover from the furnace and were startled when they saw the huge flame inside. They stressed I get a state inspection! I spoke to **** (manager). He claimed to have added me to the list requesting a state inspection but nothing happened. I called him to follow up many times. I was then asked to wait at home for the inspection and was told “those guys show up when they want to.” I was eventually given the permit number and told to “go get it yourself” by another employee. I was also asked by **** to tell the inspector to call him. I have the dates I can supply, but this was summer and the inspection never happened. I purchased the furnace in the spring so I would not know if it was working properly until months later. I am not sure if its safe and I know that it runs in short cycles. I want an inspection and any problems fixed, or I want to return the furnace for a full refund.

  Business response

  02/01/2022

  
  This is in response to BBB ID ********. We are in the process of working directly with our customer to address her concerns.  We have scheduled another city inspection and we have also set up a service call for the same day to go thoroughly check her furnace to ensure proper operation. We want her to have peace of mind that it is safe & working as it should. If you need additional information, please let us know. Thank you.

  Customer response

  02/07/2022

  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.

  I was contacted by the business and I am hopeful that this will be resolved. They scheduled an appointment with me today for a technician and an inspector.  The technician has completed his visit and the inspector will be here later today.  If they are able to resolve this, I would only ask that they provide me an extended warranty on the furnace.  Most of my warranty period has been with ongoing problems so I think its fair to have the new furnace experience I did not get in which the furnace is working, safe and with a warranty. 
  
  
  Regards,
  
  ***** *****

  Customer response

  02/22/2022

  ****** ****** from Bryant has worked with me to settle the problems to my satisfaction. My furnace has been inspected by the state. Also, according to ***** ******* the new warranty has been dated to begin on February 7, 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,
  
  ***** *****
  
  

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• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would never use Bryant ever again. I will make sure to let anyone who considers Brant to absolutely never use these people. I was suckered into thinking I needed a new replacement furnace after a man named ***** came out and stayed at my house for two hours doing a inspection on m current ***** *** unit. He said I needed a new furnace so I bought one and paid over 6K for it. They came the next day and installed the new ******* ******** furnace with smart remote. The installers had no idea how to explain to me how the smart remote works. After they left the issues begin. The unit would not cut off unless I manually did it from the remote. Also the AC was not working. I called Bryant and they sent a man out who reset the thermostat. The next day it was warm and I wanted to use my AC. The AC was not coming on. I called Bryant again. They sent ***** back out here and he informs me that the AC was not wired correctly to the new unit. The next night it was going to be cold outside, so I needed to use the furnace. I was using the smart remote that I had to manually set because this smart remote was not working with any of my phones tablets etc. The heat came on about 5PM and would NOT shut off. It ran consistently and would not shut off with the thermostat in auto mode. Even when I tried to shut it off at the thermostat, it still would not shut off. So I called Bryant again. They sent out another guy named ***** ********. ***** did multiple test and informed me that he thought the thermostat was bad. So he suggested that they replace this $750 thermostat. ***** came back to my house on 11/8 to replace the thermostat. As he was replacing the old thermostat he found that the original installers left multiple cooper wires exposed that connects to the thermostat. He said this probably shorted out the defective thermostat. ***** had to work to fix all of the faulty wiring. After he replaced the thermostat, he went to the main new Infinity unit in the basemen and found mult

  Business response

  11/19/2021

  This is in response to BBB ID ********.  We are in the process of working directly with our customer with intention to address and resolve his concerns to his complete satisfaction.  We will update asap.  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. ↩