ComplaintsforBurton A/C Heating Plumbing and More

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Burton come out to my house on June 18th to fix my A/C unit. The tech told me the capacitor was bad and needed to be replaced. I told him I had a warranty and I thought it was covered. He told me it was not and that all the parts were covered, but the capacitor. I found out later with my paperwork from the company that installed the A/C unit and talking to Daikin that all the parts are covered with the warranty. It took three calls to Burton to try to resolve this. I was refunded $100 on my credit card. My issue is the billing invoice and how the part is listed in addition to the amount I was refunded. It's listed at a price of $311.00. There is no breakdown of what the part cost and how much the labor is. Is Burton allowed to just make up numbers on their own? Does it really cost $211.00 to install $100.00 part. I find there billing practices deceptive and want a fair refund on the part.

  

  Business response

  07/18/2024

  Burton was contacted by the customer **** ****** to come out and assess the issue with his A/C unit.  Out tech arrived, offered a solution and Mr. ****** agreed to the price.  As we did not install the equipment and do not carry the specific brand it is not Burtons responsibility to know his level of warranty on the equipment from another company.  He signed for us to install the capacitor and for the service fee totaling $406.23.  As an accommodation we agreed to a small refund him even though we are not required to.  The warranty he has to take up with his install company that he purchased the equipment from.  Thanks *** ********, GM / Burton

  

  Business response

  07/19/2024

  We were contacted by the consumer to service their system, we offered options and prices which the customer agreed to.  We don't install the same brand that the customer has in their home but we can service most any brand including this one.  The customer agreed to the price, we completed the service.  As a courtesy, we refunded him an amount, which we didn't have to do.  Warranty's if any, would have been honored by the company he purchased the system from, he chose to call us, we completed the work in a timely, professional manor. If he is owed any refund for parts, he needs to go thru the original installer.  Thanks **

  Customer response

  07/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was told by the service tech from Burton that the part was not covered. I then paid for the parts and the trip charge given his incorrect information. For this reason, Burton needs to refund the entire price for the part because I was given false information and paid for the part that was covered under a warranty. 
  
  In addition, they did not itemize the part and labor to install the part on the invoice. Does it really cost $211 to install $100 part? I am certain I was either over charged for labor or under refunded for the value of the part.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Burton about the $93 or it’s free promotion to get a drain unclogged at my mothers house. I mentioned the promotion right away on the phone. The plumber came out to her house the same day. He came in with no tools. He looked at the drain and said it would be $400. Then he charged her $89 on her card for just coming out. I called Burton right away when I found that they had charged her and didn’t fix anything. They told me somebody would call me back to discuss this. The next day nobody had called me so I called another company. This plumber came out with tools in hand and unclog the drain in under an hour charging me $189. I feel as if the plumber from Burton saw that my mother was old, lived alone, in a low income area, and a woman who just suffered a stroke, and took advantage of the situation. I should have been there to help her but I thought I could trust Burton since they are a large company in Omaha. I again called Burton back the next day and they again said somebody would call me. This happened on Wednesday and it is now Friday and nobody has called me. I have called twice and told both times they would contact me. This is false advertising and taking advantage of vulnerable consumers. I would like the money refunded as stated in the ads I attached.

  Customer response

  01/17/2024

  I heard from Burton Plumbing. They have apologized and refunded my money.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Both Burton technician and Burton comfort advisor told me the $89 charge for technician to come out would be included in the price of the new A/C that I had installed the next day. Service was done October 18th. I was charged both the $6,500 for the new A/C and the $89 which I was told would be refunded because it is included in the price of the new A/C. Contacted Burton multiple times but no response from the company.

  

  Business response

  11/28/2023

  Thank you for your feedback. We have refunded $89.00 to the card that was billed on 10/26/23. Please refer to the attached invoice for details. I apologize for any miscommunication on our part. If you do not see the refund reflected in your account, please contact our office. Thank you for choosing Burton Home Service.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  needed a simple hood fan for our gas range and an exterior light installed. They sent the technician out, who provided the quote and I had him install the exterior light the same day. Two days later I returned home to find the exterior light hanging by a wire. Moving on, I was told we needed to reroute our venting for our new hood vent as it “was not up to code.” Therefore, Burton had an outside roofing company cut a new hole in our roof to provide new venting. During one of the visits, one of the technicians stated “they were not sure why we had new venting routed as what we had already had was up to code.” Again, concerning as I would not like to cut into our roof unless necessary. Unfortunately, the next time we had precipitation, water started leaking through onto our range from the new hood that turns out was installed improperly. We had our own roofing and inspection done to find Burton used the incorrect piping and did not insulate, causing the issue. We then had to fix all these issues at our own cost. Meanwhile, we were told a technician had to come out and verify everything was installed properly. No one came and I never received a bill in the mail. Months later, the technician called who I originally worked with and I explained everything that had happened. I stated I did not feel it was right to pay for work that was done incorrectly, and caused multiple headaches for what should have been a simple job. He apologized and stated he would speak to his manager. A few back and forth phone calls I heard nothing back about a resolution. We then received a bill for the full amount. I called, and spoke with someone in the billing department, explained what happened, and was told I would get a call back. I never received a call back. Then, I now received a statement in the mail from a collections agency stating we owe Burton the full amount. I have yet to speak with someone about this after calling back again trying to work out a resolution

  

  Business response

  09/08/2023

  After regaining contact with the customer, the invoice has been adjusted and resubmitted. Collections has also been notified to cancel the process as the customer has agreed to the adjusted invoice amount. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Burton evaluated a sewer issue with the homes main drain line and replacement was determined. Burton sales rep agreed to home owner that the sump pump and water drainage system/pipe would be put back in after work was completed on main drain replacement. The work was completed in January/February 2023. With recent heavy rain an area has started to wash out with erosion and enough wash out has happen to show the sump pump and water run off drainage pipe we’re not installed back in the ground as one intact pipe. The pipe was cut and buried not attached. The drainage box is not set deep enough to catch water run off from sidewalk as before. The sump pump line is now attached to the water run off drainage pipe where as before it had its own pvc pipe that ran out into the yard. The erosion is deep tunneling a few feet away from the home’s foundation and home owner has gotten water in basement once already this spring. Home owner has been in contact with Burton and they promised to send someone out to look at issue and now are not getting back. Burton reps are trying to say they don’t replace drainage/irrigation with jobs but agreed to do the work to get the business. Home owner called during the job to make sure everything would be replaced as told and home owner was reassured by Burton office secretary that it would be completed. Burton did agree to replace and buried the cut pipes and then claimed to home owner they did put back what was taken out. There was never any communication that they dont replace certain things or never any communication that they weren’t sure how the systems was to be put back in and never any communication that the sump pump wouldn’t have its own pvc pipe anymore and never and communication that the water drainage pipes integrity was compromised now because sections of the pipe are cut and just set back in the ground impeding any flow of water through it and causing severe erosion near the homes foundation with risk for foundation damage.

  

  Business response

  07/03/2023

  Burton has been working closely with this customer to ensure that her issues have been resolved. We spent the day digging up the area of concern, while working with the customer on site to be sure that we were able to address all concern regarding the work that was performed on her property. After completing these tasks confirmed that we covered all the issues that were stated. Customer happy with the solutions.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to contact Eric ******* since March 14, 2023. The receptionist stated that the have 5 business days to respond. Mr. ******* is the only one I can talk to concerning the furnace that was installed at my residence. The humidifier on the unit should have been replaced as it is not working properly an is a much older which I believe is not compatible with the new furnace. I have a contract with another company that does the regular maintenance on the A/C and furnace. They have been out to my residence 2 times trying to fix the humidifier with no luck; I have even paid out of pocket cost to rectify the issue. As a result It is extremely dry in the house due to this issue. This is also not the first time I have encountered issues due to an oversight on the part of their technical team. As result I failed to first inspection by the gas company. The basic lack of courtesy and communication concerning this issue is not acceptable. This is supposed to be a company with a A+ rating known for their professionalism. I would have expected better customer service than I what have I experienced so far.

  

  Business response

  04/07/2023

  On 3/30/2023 our manager Eric spoke to the customer regarding the issue. He scheduled a job to have the humidifier looked at.

  On 4/3/23, our techs went out to address the concern. Techs reported that the existing humidifier is compatible with the system and showed the customer that it was working and how to check it. Techs reported that the customer was satisfied after the visit.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had Burton come for an annual inspection/cleaning. They told me that I had holes and cracks in our heating exchange. They showed me pictures *********. They quoted us thousands to fix it and said we needed an entire new HVAC. They were even willing tell the insurance company of the need for a new hvac system. They also told us that we were at risk for carbon monoxide poisoning, due to the holes. We had a different HVAC person come and inspect the system (2nd opinion). He said that our system was completely fine....no holes/cracks. He said that they didn't even clean the system (reason for the Burton visit in the first place). He also said that the pictures that they showed me were not from our hvac system. False photos and consumer/insurance fraud is what it boils down to.

  

  Business response

  02/17/2023

  Business Response /* (1000, 5, 2023/01/24) */ We have taken this matter to the department manager. After looking over the service record and pictures, our manager Eric would like the chance to go back out and take another look at the system with another technician and see what has happened and do our best to make things right. Would that be acceptable? Consumer Response /* (3000, 7, 2023/01/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not feel the need for anyone from Burton to come and look at my furnace again. I have already established that there is nothing wrong with it. I do not trust anyone from Burton. ************************************************************************************************************************************* If my insurance company wants to send someone out to evaluate my furnace to investigate attempted fraud, I am more than happy to accommodate. Or if a governing agency, such as the attorney general's office would like to send someone, I will accommodate them as well. Business Response /* (4000, 9, 2023/01/25) */ We have had customers, with similar concerns, allow a manager and technician to come back and each time we have proved our pictures are real. It has been other companies that tell customers "that's not even your furnace" to get them on their side. Our manager would appreciate if Cristin would be available for us and another outside person or company (Cristin's choice) to come out and prove or disprove the findings. We have the utmost confidence that our technician did not present "false" pictures. He uploaded all his pictures to include the information plate into our records system. We take these kinds of concerns seriously. So if it is proven that the photos were "false", that allows us to take action and address this issue internally and make things right with Cristin. Consumer Response /* (4200, 11, 2023/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will maybe accept the proposed resolution of a 3rd party inspection. However, you should know that the certified HVAC person that inspected our unit has over 20 years of experience and is not affiliated with any local residential HVAC company. He traveled/came as a favor to a friend. Therefore, he is not trying to win us over to his company and didn't have any reason to not tell us the truth. In fact, I'm still looking for a new HVAC company. Furthermore, when your technician was at my house, he quoted me a price to fix the issue. After I told him that I thought it was under warranty (which it is), he said that the quote included the warranty. That doesn't add up because he quoted me before I told him about the warranty. Then he went on to say that the warranty wouldn't be valid, since I wasn't the owner when it was installed (false). And then told me that if it wasn't under warranty, the quote would go up. Again, the quote was given before I even mentioned a potential warranty. And the price shouldn't go up if there is a warranty. Then when the salesperson came out to talk to me about a whole new furnace, he alluded to the fact that he would say what was "necessary" in order to get my insurance to cover it.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Burton did terrible work on my furnace. They- after my complaining to the BBB- refunded the money. Now they charged my credit card again- only this time they charged 3x the monthly fee. I contacted them but they don't reply. ************************************************************************************

  

  Business response

  01/23/2023

  Business Response /* (1000, 5, 2022/12/30) */ According to our records we processed 3 refunds, each for $****, to Mr. ******** on 12/28/2022. Refund was for previous 3 months of service membership that has been cancelled Consumer Response /* (3000, 7, 2022/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive a letter stating that they would t charge me again in the future. I am a ** year customer of theirs and have spent probably over $****** with them and and they are treating me badly. I guess I've been naive about them Business Response /* (4000, 9, 2023/01/09) */ When we canceled the VIP membership on 12/06/2022 we also deleted the stored payment information from our system. Going forward there is no longer an active VIP membership and we have no forms of payment on file for Mr. ********. There will be no further charges from our end. Consumer Response /* (2000, 11, 2023/01/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did refund me, but I no longer trust them and hope they change there way of doing business

• Initial Complaint

  11/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Burton has sold me a AC a furnace and $****** of plumbing. This is on top of 25 years of me using them to install and maintain thousands of dollars of equipment They recently came and installed furnace filters that was done very very very poorly and could have damaged my furnace. They also claimed to clean the burners in my furnace which I now doubt was done. I called them twice and sent 2 messages. They ignore me. I wish to have everything I have paid them for my maintenance contract for the past year plus what was charged for the last work they didn't do

  

  Business response

  12/27/2022

  Business Response /* (1000, 5, 2022/11/21) */ Our manager Derek spoke to Jim ******** on 11/21/22. We are going to process a refund for the visit on 11/04/2022 in the amount of $******

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new A/C.-heat pump unit in August of 2021. This unit sits in our attic for those not familiar with them. Within eight hours major water damage from the leaking unit to my upstairs hallway. Turns out they forgot to install the pipe to the drainplug. Then it leaked again, and the fan was set on the wrong setting, then again and the drip pan was in the wrong spot and again when the unit wasn't level. Again, oops, wrong drip pan, they were using the drip pan from our old unit, why wouldn't you use the drain pan that came with the unit? Within one year, Burton had to return at least 14 times to fix a leaking unit, which caused damage to my home, at one point water was in the ceiling on the main level, it had traveled down the walls. They fixed the damaged walls and drywall at one point, but the unit leaked again and again and again. NIGHTMARE!! Never the same technician, never clear communication between the technicians, management was going to come look at it personally and that never happened. When I asked for invoices of their visits, none of them stated what they had done to the unit on that visit, it just stated they were there and serviced it. So glad I kept a very detailed diary of visits, recorded conversations and took videos. Between my husband and I we had to use 12 vacation days from our jobs, not to mention going somewhere else to stay when it was so hot. In August of 2022 we feel they finally got it right. I am still however waiting for their insurance to send someone to look at the second round of damage to be fixed and repaired, my carpet is buckling from the damage, I have water lines on my walls. I have never been so inconvenienced with any product or service. TOTAL NIGHTMARE !!!!!

  

  Business response

  12/16/2022

  Business Response /* (1000, 5, 2022/11/14) */ We reached out insurance again and we've have been informed that an Adjuster has reached out to them to get this taken care of. Consumer Response /* (3000, 7, 2022/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am asking for a bill adjustment. Yes, insurance has finally given us a claim number and said they will be in touch this week. Business Response /* (4000, 9, 2022/11/14) */ After speaking to the manager regarding this situation, he did not recall any request for a billing adjustment in prior conversations. The Case Description sections of this case does not mention any billing adjustment request. The only place we see a request for a billing adjustment is under Desired Resolution but it only says "Billing adjustment - I am still however waiting for their insurance to send someone to look at the second round of damage to be fixed and repaired, my carpet is buckling from the damage, I have water lines on my walls." There is no explanation of what is being sought as a billing adjustment. However, we are working toward a resolution for the damage repair through insurance. Consumer Response /* (4200, 11, 2022/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was asked by BBB how I wanted this resolved and billing adjustment is what I checked in the box. No I have not discussed this with management, obviously they need to fix the damage as I stated to management, we will start there. A billing adjustment as in some type of monetary refund is expected for all we have been through and out of pocket expenses. Business Response /* (4000, 13, 2022/11/22) */ As stated prior, an insurance adjuster has reached out to them. This matter is now in the hands on the insurance company and adjuster to make sure that repairs are handled. Consumer Response /* (4200, 15, 2022/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will be talking to management about a monetary refund for this nightmare. Fixing the damage to my home for the second time is only step one. The inconvenience of this product and customer service is beyond poor and unacceptable.

*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. ↩