ComplaintsforBerkshire Heating & Air Conditioning, LLC

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/10/22 I contacted Berkshire Heating and Air Conditioning because I had no heat in my home. I was told that it would be $200 just to walk in the door on the weekend. A technician came to our home and diagnosed our heating system. He informed us that the furnace would need to be cleaned and a few parts would need to be ordered on 12/12/22. He informed me that I could get $100 off the weekend call if I purchased a Service Plan for $279.00. I purchased the service plan. I was informed 12/13/22 that the parts had come in and that they could be installed on 12/15/22. The technician showed up as promised and installed the parts. It turns out that the $550 worth of parts we purchased didnt solve the problem. The furnace leaked water and needed to be replaced. I was told that a Comfort Advisor would meet me at noon on 12/16/22. I met him and I was informed that a new furnace would cost $12,000. I asked him if we could get a refund on the unneeded parts. He said we could if we agreed to buy a new furnace from his company. I was told that they would likely not be able to do the install until the week of January 6, 2023 or later and did I still want him to run my credit check. I told him, No. because I couldnt wait a month in the middle of the winter to wait for my home to be heated.I contacted another company and within 2 days I had a new boiler installed for $7,628.00. I do not feel it is fair that I should have to pay for the parts I purchased based on Berkshire Heating & Air Conditionings misdiagnosis of my heating system. I am requesting a refund of the $550 for parts that were never used. I shouldn't have to buy an overpriced system from Berkshire so they can include the price in the new furnace's estimate.

  

  Business response

  03/10/2023

  ********************** called us Berkshire Heating & AC on Sunday 12/10/22. He was quoted After Hours rates of $199 diagnostic for us to come to home. The technician also must has explained to him that we offer Priority 1 Maintenance Agreements and if he was a member, the diagnostic fee is only $99 even though it is After Hours. He was quoted and approved $178 for our Priority 1 Agreement; we can provide the signed document if needed. The technician went to home and this was his diagnostic:
  Upon arrival found Pilot assembly was installed backwards, causing boiler to soot up and also melted thermo link. Will need to have heat exchanger cleaned and pilot assembly correctly installed and new thermo link.  No other parts needed at this time, but will not know until repair is done. No heat at this time
  Heating oil full
  Please note the highlighted line above. This is in the customers invoice which I will attach and was also approved and signed by the customer. It clearly states that parts are needed for a repair, we will not know if anything else needs to be done until that repair is made. The customer paid a total of $277, $99 for the diagnostic and $178 for the Priority Agreement (not the $279 that ********************** stated in his complaint).
  The parts were ordered and we got a tech out on 12/15/22. He thoroughly cleaned the heat exchanger and changed out the part. The unit started up however the burners began leaking and the unit was then a safety hazard and we had to shut it down. Here are the notes from this technician:
  Brushed and vacuumed heat exchanger, replaced thermos link. Started system back up. Boiler began to leak on burners. Heat exchanger has leak. Will need to replace boiler.No heat at this time
  Our policy at Berkshire when there is a breach in the heat exchanger,we notify the customer and fill out a Heat Exchanger Breach Form and have the customer sign it so they are 100% aware. (a copy will be attached). Our tech recommended a Comfort Advisor to come out and quote replacement of the unit due to it being shut down for a heat exchanger breach. ********************** was advised that if he did purchase a new unit through Berkshire we would gladly credit the $550 he paid for the repairs. The $550 consisted of $452 for the plugged heat exchanger cleaning, $202 for the safety roll-out switch. We waived the original $99 for the diagnostic because he was a Priority customer. The customer actually short paid the invoice by $5 for you will see that is adjusted on the invoice.
  Our Comfort Advisor went out on 12/16/2022 and quoted for a replacement boiler. It was the middle of winter and we were extremely busy. We have 5 install teams and we were booked solid for people without heat.
  ********************** chose to get another quote and have it installed by another provider. While I understand that he had no heat and he had to make the best decision for him and his family, that doesnt mean that the work and time that our technician performed should be for free.
  All estimates, invoices and forms are attached for your review. 

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our furnace serviced by this company for over 20 years, last Friday a technician named ***** came to our house and fixed and diagnosed and found the problem. He then verbally in front of myself and my wife, gave us an estimate of $1000.00. I said is this for everything, parts and labor, he said yes. He then had me ensign on an iPad, never showing us the estimate and never giving us a copy. Then another technician came a few days later and fixed the furnace at a cost of $1402.00. When my wife called the office , she was rudely told there was nothing they could do because I signed the estimate which they then sent in an email. Having trusted them for over 20 years, I never through t they would try and pull this , especially on senior citizens. I believe the technician lied, either to us or to his employers. I think this company owes me $402.00, and I know you dont do that, but I will file a small claims against them .Thanks for listening.

  

  Business response

  10/31/2022

  To Whom It May ******** I have attached all necessary documents in this matter. The email trail, the screen shot of what is presented to the customer via our iPads, the actual estimate signed by the customer, the completed invoice signed by the customer once the work was done and the customer had heat. ******************************************* & AC takes pride in work and is a very honest company. We always quote the repairs up front and everything is done via our ipad and through our software. There was no complaint by this customer until after the work was completed and they had heat. We have all necessary documentation to prove that there was no dishonesty on the side of Berkshire nor the technician. Out of courtesy I will give a refund of $200 to the customer. Though I do not feel it is warranted, I also do not want a customer tarnishing the name of a company that I do my best to rise above the negativity. If the customer will agree to $200 credit, please adviseand I will process. 

  Customer response

  10/31/2022

   
  Complaint: 18329654
  
  I am rejecting this response because: I understand they have all  the documents and forms I signed, that I dont dispute. What *** said all along is the technician lied, my wife and I stood together and he told us the estimate was 1000.00.

  he never showed us the forms we signed.
  
  Sincerely,
  
  *******************************

  

  Business response

  11/01/2022

  I feel that $200 is a fair compromise. I do not believe that my technician lied. My technician **** has been with my company since 2017 and has received minimal to no customer complaints over the years. He is one of the best techs most honest techs I have. Once again, I will offer a $200 refund as a compromise only, as I do not feel we are in the wrong. 

  Customer response

  11/01/2022

   
  Complaint: 18329654
  
  I am rejecting this response because: ok so I guess my wife and I are lying. As far as Im concerned you can end this complaint, it seems they are not going to admit there was any wrong doing on their part. ***** knows what he said and is covering his you know what. Next time I will make sure the next company that comes to take care of my furnace, shows me everything before I sign. I will be a lot less trusting from now on.  It definitely will not be Berkshire Heating. Thank you for all your help in trying to resolve this issue.

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

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Berkshire serviced my mini split for $99. It said that the unit's refrigerant leaked out. It then performed a UV leak search for $1,085 revealing that the leak was from the head unit. I was then notified the unit wasn't repairable because head units are no longer being made for my mini split. I called Berkshire and was told that it was willing to give me $500 off the price of a new HVAC system, providing that I did not use a $500 Valpak coupon. Therefore, essentially, I was offered nothing. Eventually, I spoke to Berkshire's service manager, Josh S****. I told him that it wasn't fair of Berkshire to have me absorb the entire $1,085 cost of Berkshire's mistake (not knowing that the needed head unit was no longer available). I offered to split the $1,085 leak search cost with Berkshire. He said that Berkshire could offer me $550 off the cost of a new HVAC system, but again, on the condition that I not use a $500 Valpak coupon. He also wouldn't give me a $550 credit card credit.

  

  Business response

  10/22/2021

  Business Response /* (1000, 5, 2021/09/15) */ On 6/10/21 we were called to the customers location for a service call stating that the master bedroom Mini Split was not working. The customer was quoted $99 for diagnostic (call recorded for training and development). Fujitsu Mini Split was installed by a company other than Berkshire Heating & AC and customer was unsure of age of unit when called in to office. Customer also stated that did not have regular maintenance on the unit and it was installed by ****** *** ***** and he did not want them back again. When tech went out on 6/10/21 he found the unit low on refrigerant, he added 2lbs and also added a UV Dye so we would be able to find leak in system. Customer was quoted $1085 for leak search and signed the authorization for the work to be done (signed copy on file). On 6/23/21 we returned to the location to search for the leak, after allowing the UV Dye to circulate in the system. At that time the technician found multiple leaks in the Mini-Split head unit in the master bedroom. We contacted our supply house to get a quote on that replacement head unit and were advised the unit was no longer being manufactured. This is NO way the fault of Berkshire Heating & AC. We have no control over manufacturers and they stopping production of certain products they sell. Also, this was not installed by Berkshire Heating & AC, so there was no warranty with us, or with Fujitsu for that matter. We offered to give $500 off as a courtesy to the customer. He had just paid $1085 for the leak search and now he was told he needed a new head unit. The customer was quoted that original $1085 regardless of where the leak was found, repairs are in addition to the search. We tried to meet him half way and offer to apply that $500 to the cost of a new head unit. The Valpak offer cannot be combined with any other offers, and therefore we would not apply it to someone already getting a $500 as a courtesy. My service manager then offered the $550 off, again we don't owe anything there when we did not install nor manufacture this unit. As for not apply the $550 to his credit card. What we were offering to the customer was $550 off a new head unit installation, no a $550 credit for work that he agreed to and work that we completed for him. Berkshire Heating and Air Conditioning stands behind our work and we do our best to work with our customers. This was in no way the fault of Berkshire as we not manufacture or install this Fujitsu Mini Split. We were the company that the customer called to help find out why it wasn't working, that is what we did. At the end of the day we are a business and cannot provide free service, that is why we tried to meet the customer halfway and provide a discount off replacement. Consumer Response /* (3000, 7, 2021/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) My wasting $1,085 on a UV leak search was absolutely the fault of Berkshire Heating & Air Conditioning ("Berkshire"). I authorized the leak search based on Berkshire's representation that the unit could be fixed. The Berkshire technician who performed the initial service call told me that depending upon the source of the leak (which he said was either in the head unit, the line set, or the outside unit), I was looking at approximately $1,000 - $2,000 in repair costs. Since the mini split was only five years old, I talked it over with my wife and we decided to go ahead with the UV leak search and repair for approximately $2,100 - $3,100 rather than spend about $6,000 on a new mini split. The Berkshire technician never once mentioned that the mini split might not be repairable because of the unavailability of replacement parts. I understand Berkshire's position that it claims that it did not know that the needed head unit might not be obtainable. However, I disagree with its contention that it bears no fault in this matter. I believe that Berkshire had a duty to determine whether or not the parts (especially a major part such as the head unit) that might be needed were available before it had me authorize the expensive leak search. As soon as the original Berkshire technician looked at my mini split he stated that the leak might be from the head unit. Accordingly, in my judgment, Berkshire was negligent in not ensuring that a replacement head unit could be procured before having me okay the UV leak search. I thought that a $550 credit back to my credit card, essentially splitting the cost of the $1,085 UV leak search with Berkshire, was a fair compromise of this matter. However, Berkshire proposed giving me $500 (later raised to $550) off the quoted price of a new HVAC system for my bedroom, providing that I did not use my $500 Valpak discount coupon that was advertised to the general public. Therefore, essentially, I was initially offered nothing and then $50 off the cost of a new HVAC system. I find this Berkshire counteroffer to be highly insulting. As I have already told Berkshire's service manager, Josh S****, I do not think that it was fair of Berkshire to have me absorb the entire $1,085 cost of Berkshire's error (not knowing that the needed head unit was no longer available). Furthermore, I believe that Berkshire's actions constitute unfair business acts and practices, as I was offered the UV leak search despite the fact that the unit was not repairable. As a leading provider of HVAC services in the Springfield, MA area, Berkshire should have been aware of the availability of any major parts that could be needed for my mini split's repair. My wife and I relied on the expertise of Berkshire. At no time were we told that necessary replacement parts might not be available. On the contrary, we were specifically told that the unit could be fixed and were even given an approximate cost for the repair. If I knew the unit might not be fixable because a needed replacement part was potentially unavailable, I never would have authorized the costly UV leak search procedure. Moreover, I am really surprised that Berkshire has been so inflexible in its position considering our prior business relationship. My wife and I have used Berkshire in the past to service the old HVAC system that provided heating and cooling to the rest of our home. Additionally, when the time came to replace that system in October 2020, we even bought a new HVAC system from Berkshire at a cost of $10,820. Berkshire advertises that "your satisfaction is guaranteed." My wife and I are not satisfied with how Berkshire has handled this matter. I hope that Berkshire will reconsider its position. Business Response /* (4000, 9, 2021/09/22) */ We can agree to disagree on the fact of the head unit no longer being made. Manufacturers do not notify us when they stop making a product and we sell many types of units. In order to settle this I will offer this: I will agree to adjust $700 off the cost of a new head unit. I will not credit your credit card $700. I will be happy to provide you with money to replace the head unit that is defective. $700 is more than generous seeing as we already provided a service to diagnose the issue with your unit. Our techs went out and spent the time and materials in the system to locate the issue. You were quoted $1085 for the leak search and I willing to give you $700 back towards that. I don't think going back and forth arguing our points will get us anywhere so I think this is a more than generous offer. Please let me know how you would like to proceed. Consumer Response /* (4200, 11, 2021/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I honestly do not understand the 09/22/2021 rebuttal response from Berkshire Heating & Air Conditioning ("Berkshire"). Berkshire specifically told me that head units were no longer being made by Fujitsu for my mini split and now it claims that "we can agree to disagree on the fact of the head unit no longer being made." If new head units are available I would be interested in accepting Berkshire's $700 towards the cost of the repair, assuming the cost of the repair is in line with what I was originally quoted. I obviously need to know exactly what the total price of the repair will be and the length of the repair's warranty before I can agree to anything. If Berkshire is proposing to replace my mini split's head unit with a used or refurbished head unit, then I would only be interested in such an arrangement if the repair came with a long warranty. At this point, I would also not be interested in replacing my mini split in its entirety at a cost of $6,000, even if I were given $700 off of that cost. Additionally, I want to point out that I never asked for a $700 credit back to my credit card. I suggested a $550 credit in order to approximately split the cost of the $1,085 UV leak search. Business Response /* (4000, 13, 2021/09/30) */ Mr. ****, what I meant by this statement "we can agree to disagree on the fact of the head unit no longer being made." was simply that I no longer wanted to go back and forth placing blame about the fact that a manufacturer stopped making a unit, and that it had nothing to do with Berkshire. Once again, they do not call us up every time a unit is no longer made and let us know. The leak is in the head unit and the unit is no longer made. If you wish to replace the head unit I can offer you $700 off the replacement head unit. You signed and agreed to the cost of the leak search and I am generously giving you back more than half of that cost to put towards replacement. Consumer Response /* (4200, 15, 2021/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Berkshire's latest response did not provide the crucial information that I requested, and so I still really do not understand what Berkshire is proposing. If a head unit is no longer being made for my mini split, why is Berkshire offering me $700 off a replacement head unit? Accordingly, I ask that Berkshire respond to the following specific questions: (1) Is a new head unit available for my Fujitsu mini split?; (2) If the answer to Question #1 is yes, who manufactures this new head unit?; (3) If the answer to Question #1 is yes, how much would I have to pay (including all costs, e.g., labor, tax, etc.) to have Berkshire replace my Fujitsu mini split's broken head unit with the new head unit?; (4) If the answer to Question #1 is yes, how long would the warranty be for the new head unit?; (5) If the answer to Question #1 is no, exactly what type of used/rebuilt head unit would be installed?; (6) If the answer to Question #1 is no, how much would I have to pay (including all costs, e.g., labor, tax, etc.) to have Berkshire replace my Fujitsu mini split's broken head unit with the used/rebuilt head unit?; and (7) If the answer to Question #1 is no, how long would the warranty be for the used/rebuilt head unit that Berkshire would install? Business Response /* (4000, 17, 2021/10/05) */ I spoke with Josh, our Service Manager and he provided me with the following answer: A new head unit is not available. A new system with an indoor head, outdoor condenser, line-set and labor is the only option we can offer. The $700 offered would be applied to the replacement of a new system not a new head unit, as one is not available. We are not aware of any used or rebuilt head units as we do not deal in used equipment, nor do we warranty any used equipment. Consumer Response /* (4200, 19, 2021/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) In reply to the 10/5/2021 rebuttal response submitted by Berkshire Heating & Air Conditioning ("Berkshire"), I reiterate what I already stated in my 09/24/2021 submission. I am not interested in replacing my mini split in its entirety, even if I receive $700 off (which is actually only $200 off because my $500 Valpak coupon can't be used) the cost of its replacement. I am just looking for a fair billing adjustment based on what transpired. I continue to believe that a fair settlement of this dispute would be for Berkshire to credit my credit card account for $550, which is approximately half of what I paid for the UV leak search.

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