ComplaintsforBurnell's Plumbing & Heating LLC

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In November 2023 I purchased a new Natural Gas furnace from Burnell’s plumbing and heating, my decision was based on a discussion with the owner Rob that there will be a rebate from ******** **** for the furnace, and he will provide me with the information to file for the rebate. To date and after many attempts, Rob has not provided the required information.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was by far the worst experience with a plumbing company I have ever had. For background, i used to be a plumber. My wife called these people for a clogged kitchen sink. Their tech showed up, and proceeded to try to plunge the clog, despite being told that we have tried that. He then left to get a snake. He came back with a 1/4" 15' hand crank snake that might as well have come from ******* *****. A plumber going to a clogged line call without a snake is just about the most idiotic thing i had ever heard . . . or so i thought. By this point, i was on a phone call for work when i hear blood curdling screams for help coming from the basement. This genius had decided to cut a hole in the pipe (without talking to anyone) and was trying to catch the drain water with MY bucket while standing on MY step stool in my finished basement. He then tried to tell me that he had to cut the hole, because his 15' snake couldn't reach the clog. He then claimed that because there was grease in the line, the whole line would need to be replaced, which couldn't be done until the next day. He wouldn't leave without getting paid and promised to send me an estimate to replace the line. To sum up, they demanded $330 for doing absolutely nothing, except making a mess and cutting a hole in my pipe. The next morning, i called because i had received no estimate. I was told that it would cost $600+ to replace the pipe, and that i would be charged a cancellation fee if i refused. Instead, i called a real plumber who came with a real snake and had the drain cleared inside 30 minutes. That and repairing the pipe cost less than what Burnell had charged for nothing.

  Business response

  03/22/2023

  Called for clogged drain.  Snake was having a hard time cutting through the obstruction he could have spent more hours trying but it wouldn’t clear.  With permission from wife who made the call to us he cut the pipe.  Found both sides of where he cut completely packed with grease.  Sent him the price confirmed with our app (he did put his email address in wrong?) when he called the day we were to come back, he was told the price and cancelled.  I explained that drains are not places to pour grease or garbage disposals and his response was we always do.  If he were ever a plumber he would know its not something you do. He signed for and willingly paid for the work we did.  He chose for us not to come back and is not due a refund. As we also replumbed his drain as it was not correct.

  Customer response

  03/23/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  the business's response is full of lies.  Noone authorized their plumber to cut the pipe.  I did not pay for anything willingly.    Regards,  *** *******

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Burnells install a ******* Air Conditioning 4 years ago, we paid approximately $8000. Since then we have been plagued with problems, never going through an entire summer. The first year bad hoses, resulting in leaks, ultimately all 3 hoses were replaced. The common theme is we continue to leak coolant so the AC doesn’t work. Each year Burnells comes over multiple times to “fix” the leaks, by the end of the summer, the AC again does not work. Last year Burnells started saying that we cannot run the units when it’s 58 or below as it blows out the lines. We have been very cognizant of it, at the end of last year, Burnells indicated a temp of 62-63… , again we told them that we aren’t running it when it’s colder out, it appears when we turn it on and off, it seems to cause a problem. This year again, was not working, they came over on May 20 and found a leak again and filled it with coolant again. We used the ac periodically, most days and nights were well above 70, very hot span of weather. May 27, 28, 29, we used the ac, but turned it off at night, despite it being in the high 80s. On May 29, we noticed again it was not cooling, we texted Burnells, and they advised that this would be a chargeable visit, and advised we could not run it when the temp was 68. The temperature never was below 68 the times we ran it, but 68 is ridiculous, Burnells corrected themselves that it was 58, but again temp have not been below 58. We want this fixed permanently and find the excuses for it not working unacceptable. They refuse to look at anything else that may be wrong, only telling us it’s our fault that it leaks. Thank you for any help you can provide.

  Business response

  05/31/2022

  Mr. ****** failed to mention that he despite all records, emails and texts, that he was told repeatedly not to use the system when the temps were low outside to much avail he did continue to do so.  He also failed to say that he was never once in the last four years charged for a single service call or for any materials that were used to make the repairs, even after telling him last year that he would be responsible moving forward. This is something no other company in our industry would have done. He had two full summers with no calls until the next season which is because he was running ac when he shouldn't have been causing the issues with the system.  We cannot explain to him enough and I have uploaded all the texts and documents that we have told him repeatedly not to use in the manner he is using it.  The issues with leaks were always fixed by Burnells at our cost, not his and he is unhappy for years, fifth season now so 5, that he has to pay for this because it is not an installation issue its his misuse of the ac system.  We have alwyas repaired his leaks before charging the system.  Mr. ****** is mad that he has to pay for future work. 

  I was only able to upload a few of the messages.

  Customer response

  05/31/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Thank you for the response Renee, and I do appreciate that you did add coolant and fixed the leaks at no cost to me up to this point. What I am unhappy about is your assumption that we ran the units when it was colder outside. Since you have advised of this stipulation, we have been very cognizant of not running it when it’s below 62 degrees. Over the past 10 days, we did NOT run it 24-7, we’ve run it periodically and only during the hot periods of time. My concern is that no other permanent solutions have been provided and the fixes you have done have only been band aids. You have only assumed it’s always been because of running it in cold times. Since we didn’t run it as you indicated, we are hoping to have further investigation and troubleshooting done to determine why it is out of coolant yet again.  I have no problem paying for services that permanently fix a problem but this has not been done up to this point.  Regards, **** ******

  Business response

  06/01/2022

  The homeowner says that they have been using it properly since I said something but the last repair on May 20, 2022 states otherwise.  The line blew apart, this only happens when being run at low temps and freezes the line causing it to separate.  Mr. ****** can say that he has not been running it in this manner but the system isn't the issue.  Mr. ****** never had ac and we had to repeatedly fix it.  Two calls were made to the mfgr, both recorded and they said the units were not the issue.  Saying he had no problem paying for a solution but made the complaint because he was told he had to pay does not sound like he was.  We install AC systems every week and specifically these systems.  We NEVER had an issue with anyone else like this, this was not an install issue this is a user issue.  He was sent links and asked numerous times about why he was using it and would say it one breath one thing and then another, stating he didn't say the first. I have the messages that I was not able to download.  Mr. ****** is angry and feels he should continue to get free service.  We are no longer doing that because we are not in the wrong, he isn't in the position to tell the professionals how to do their job. We are in the position to say he is using wrong, again I have the text messages from him to prove this.

  Business provided additional statement:

  We stand by what we said, lines do not come apart after one year or four from using it as intended,  I do not believe it was done maliciously but unknowing and not listening to recommendations.  If he is allowed to say we made band-aid fixes, I will dispute that.  We repaired every leak on the lines, that in 100's of units installed, his is the only one having an issue.  In texts he was trying to run when the temps were 55 degrees, these were his words not mine. 
  In fact, he asked for that information just yesterday before making this complaint.  If in fact Mr. ****** wanted us to fix and he intended to pay us for the repairs, he would not have made this complaint, in such a public way.  Holding a gun to our heads so we get what we want is not the way to do business.  As I stated before we have been more than fair when we said we would no longer give free service and then our services were rejected.  ******* has two or more records of this installation and can affirm that they were installed properly and there were no issues with diagnostics provided on 7/20/20 
  case # ***-001, when caps were ordered because they broke due to freezing.  Not to mention the call where we replaced a head (wall unit) and did not get reimbursed as when it was tested they determined there were no issues with the product.  Burnells ate the cost of that, not Mr. ******. 
  I was happy to help Mr. ****** until he chose to make this complaint, I believe it's in both of our best interests for him to have someone else service the units moving forward seeing he has to pay for that service anyhow.  He has not had a warranty with Burnells since one year from the installation which was 6/16/2019, but as the bad company we are we gave him FREE service for the last 4 years. 
  

*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. ↩