Customer ReviewsforRecker & Boerger, Inc.

We purchased our hot water tank from Recker and Boerger a few years back and it stopped working and was still under warranty. It was replaced under warranty but yet we were charged over $750 to put the new one in.The technicians werent here long and I was told when I called to ask about the outrageous expense that the company has a flat rate and theres nothing they could do about it. I find that absolutely ridiculous! We will never buy anything from this company again!

Hello *****,Thank you for taking the time to share your experience with us. We sincerely apologize for any frustration or inconvenience you encountered during the replacement of your water heater. To clarify, the $750 charge was for the labor involved in replacing the unit. This flat rate has been in place for over two years and covers the costs of our professional technicians time, expertise, and the necessary tools and equipment to ensure the installation is done safely and correctly.We understand that this cost may seem high, especially since the technicians were able to complete the job efficiently. However, the flat rate also factors in the costs associated with maintaining high standards of service, including ongoing training for our technicians, quality assurance, and customer support.We appreciate your feedback and take it seriously. While our pricing structure is designed to be fair and consistent, we understand it did not meet your expectations. We do offer customers the option to hire any qualified plumber to perform warranty work if they prefer to explore other labor cost options.Your satisfaction is important to us, and we regret that this experience has led you to feel dissatisfied with our services. If there is anything further we can do to address your concerns or if you would like to discuss this matter in more detail, please do not hesitate to contact us directly at *************** Thank you again for your feedback. We hope to have the opportunity to serve you better in the future.

After years of being loyal Recker and Boerger customers, we will be using a new HVAC company. R&B were present Monday for a regular servicing of the AC unit. I was showed a wire that was "looking bad". Upon completing the service there was a large flash as the tech put the panel back on. The part was under warranty and I was told only a $20 part. Even though he was already on location we were charged $395 for labor which took about 10 minutes to install. The entire annual servicing AND replacing the part was under an to make hour. Phone calls yesterday to question the charge. I was told that this was the normal charge and no adjustment was made. The ironic thing is our furnace is 30 years old and we know it is on borrowed time. I guess they lost that job as well as future appliances, etc.

Thank you for your feedback. We understand your concerns regarding the recent service visit.The labor charge of $395 reflects our standard rate for installation and technician expertise as your unit was no longer under labor warranty. You were not charged for the cost of the parts as they were still covered under your Parts Warranty. This rate ensures quality and safety in our work, regardless of the time taken.We value your business and hope to continue serving you. Please contact us directly if you have any further questions.

I had already contacted Recker and Boerger and questioned this charge prior to using the BBB. In these economic times, I feel that the $395 is ridiculously high when no additional service call was necessary. We will agree to disagree at this point as I have reached out to find a new HVAC company for my service. I am glad to see that Recker & Boerger values MY business but feel that they might want to spend more time valuing THEIR business.

This company cancelled my order and kept the money. Every time I called they said they would refund my money that week and they told me that several times.

*****'s check was cut and she cashed it on 5-7-24. Thank you.

I had a washer/dryer combo delivered and installed and they guys were very efficient and professional. They did an exceptional job ensuring my floors were protected and no damage was done to my home. I have used Recker and Boerger on several occasions and have learned to expect great quality workers and no exception was made on this delivery!

Thank you so much for your feedback. We appreciate you business.

Leaking water heater under mfg warranty. Service call @$79 & was told $975 for labor on replacement. Vehemently disagreed & said we'd discuss with their office since replacement not arriving until following afternoon. Called R&B’s office next AM (9:06) was put through to VM-left msg re labor rate. No ret'd call. When unit delivered, husband called again, talked to Rose & expressed this was their failed unit-labor was exorbitant. Told too bad-that’s their fee. Asked to talk to owner-told owner doesn’t talk to customers. Asked to talk to a manager-response was to contact the mfg. & have them send out a new unit & hire a different company to install. No consideration for it being their failed equipment. He again asked that management call him. Meantime crew had completed work, just over an hour-arrived 11:30, departed 12:35. After install, was put on phone with Rose–who told me we owed $975. I argued same points & got same reply-too bad. I asked to talk to the owner & was also told he didn’t talk to customers. Grudgingly gave my CC & said I would dispute charge. Was told if I didn’t agree to the price, I should not have let them install & they could remove it. Of course, at what labor rate? I also said we tried to get this resolved prior to installation, but our call was not ret'd. She said there was no record of a call (cell log shows it). Repeatedly made calls to get resolved. Obtained numerous emails & was assured would go to the owner/management team, all were returned blocked. Dispute in with **** on the $975. Online research & svc industry professionals show labor rate of $100-125/hr. Conveyed we are willing to pay $250 (2 hrs). Emails remain unanswered. We are professional in our request-no yelling/swearing. Not trying to get it for free, labor IS involved. But not $975 for 1 hr, 5 min. The 1.9 unaccredited rating speaks for itself-unwillingness to talk to customers/hide behind staff, block emails so as to not deal with the issues. All red flags.

We appreciate you taking the time to share your experience, and we sincerely apologize for any frustration or inconvenience caused. We value your feedback and want to address your concerns. First and foremost, we want to clarify that we understand your disappointment with the labor charges associated with your recent water heater replacement. While we strive to maintain transparency in our pricing, we acknowledge that there might be a perception gap in this particular case. We are grateful for the opportunity to address the concerns you raised. Upon reviewing your case, we acknowledge that your unit was under parts warranty, and you were charged $975 for labor. We want to assure you that the pricing is based on industry standards and the complexity of the power vent water heater installation. However, we understand that the cost may have come as a surprise, and we regret any miscommunication that may have occurred during the process. Regarding your attempts to discuss the matter with our office, we apologize for any lapses in communication. It is our goal to promptly address customer inquiries and concerns. We are investigating the reported issues with our communication channels and will take the necessary steps to ensure a more efficient and responsive process in the future.

You "value" our feedback and want to address our concerns? And you are "grateful" for the opportunity to address our concerns? May I ask where was that concern when I repeatedly called your office and sent emails which got blocked? It is your "goal to promptly address customer inquiries and concerns"? Not in our experience, and apparently not in many, many customers according to BBB complaints/reviews and ********. Amazing that you can respond to the BBB but have yet to personally respond to us. That said, you did a wonderful job here of skirting completely around the complaint and have not resolved the issue at hand. You state your pricing is based on the industry standards and the complexity of the installation. We vehemently disagree with that statement. This was a SWAP OUT of one bad unit of the same manufacturer and it took a total of 1 hour, 5 minutes. How COMPLEX could that possibly be at that amount of time? We dispute the fact that you charged us $975 for a REPLACEMENT unit, not a new sale. Our research shows the industry labor rate would be $100-125/hour. Given they were here 1 hour and 5 minutes, we will round up to the next hour and pay for 2 at the higher labor rate of $125/hour. We authorize $250 for this swap and expect a refund of $725.

NEVER AGAIN!!! Tech named "Raj" came to my home for service HVAC. He called after he had left and said he left a tool and will be back to get it. As a single female I was not comfortable having him come back as a red flag went up. I construe it as an excuse to get back into the home. I put the tool on the porch and locked up. When he came back he rang my doorbell and opened my storm door and banged on my inner door for about 10 mins. He went to the back of my house, onto my deck and banged on the back door AND MY WINDOWS! Called 911. He came back to the front of my house and went through my bushes and knocked ON THE FRONT WINDOWS! He went back to the front door and TURNED THE KNOB TO TRY TO COME IN!!! Neighbor came over and told him to get away from my house, police are on their way. Tech sped off. I filed a police report and told the police I never want R&B on my property again. Police spoke to the R&B manager. 2 days later I get a phone call from R&B they're on their way with a new heater!!! I called the R&B manager, Alan, who said "we will not be doing business with you anymore" and I said, "you might want to communicate that to your team b/c I just got a call they were on their way." So many wrongdoings on R&Bs part. Poorly trained employee. Sloppy (drilled holes in my hvac and didn't seal them back up with foil tape) Leaving tools. Harassing a customer. Not communicating with the team they are not to step foot on my property. Hoping "Raj" doesn't come back to my home as a repercussion and do something harmful to me or my house!!!

Additional

ALL LIES!!! R&B Tech "Raj" recommended a replacement of my entire furnace system for over $4000. He told me my furnace was more than ten yrs old when it's only 5 yrs old. He told me the furnace was all rusted through, requiring replacement of the entire system. I had another contractor with 45 years experience review the condition and he found my furnace needs a simple gasket replacement which is about $20 plus another hour of labor.DON'T TRUST R&B!!!

 

 

Ms. ******* We apologize for the misunderstanding and any discomfort caused during the visit from our technician. We take your concerns seriously and have thoroughly investigated the incident. It appears there was a miscommunication regarding the return visit for the tool, and we regret any unintended distress. We have addressed the matter with our team and reinforced our communication protocols to prevent such situations in the future. Your safety and satisfaction are paramount to us, and we appreciate you taking the time to share your feedback.

I was given a full quote for an installation of a water heater the customer personnel that I spoke to over the phone ask me to send pictures of my current water heaters serial number and model I did that she said once she looked it up she could prepare a quote for the total cost of installation once the technicians arrived to install the hot water heater and putting this purchase on my credit card they came up with 500 dollars in additional parts for the installation which my current water heater does not even have on it they email me one price collected it from my credit card and then try to charge me additional money for the installation very disappointed in this company would not recommend it to anyone if you need this service take my advice keep looking

Thank you for sharing your feedback regarding the recent water heater installation. We apologize for any inconvenience you experienced during this process. We value our customers and strive to provide exceptional service.Upon review of your case, we understand that there may have been a misunderstanding regarding the initial quoted price and the additional materials the technicians required upon entering your home due to higher-than-usual water pressure at your location. Our technicians attempted to explain the situation over the phone, but we regret if the communication fell short. They informed us that you used inappropriate and threatening language towards them. We take the use of offensive language seriously, and we want to emphasize that our technicians are dedicated professionals who aim to provide excellent service. We do not condone any disrespectful behavior towards our team members.

I purchased a water heater from them in July 2021, and had it installed by them. I called on Jan 16th, 2023 to talk to customer service because it was totally inoperable after 2 years. I explained the issue, and the R&B agent told me it would be $199 for them to come look at it. When I said I thought that was unsatisfactory, she hung up on me!I had another plumbing company look at it, and they said it was incorrectly installed, not up to code, and had even had the possibility to be dangerous. It is not repairable.

Hello *****************, We regret the difficulties you've encountered with your water heater and appreciate your detailed explanation. We would like to clarify that your water heater came with a 1 year labor and 6 year parts warranty. Because it has been more than 1 year, the unit is no longer under labor warranty, which is why you were quoted $199 for the technician visit. However, your unit does come with a 6-year parts warranty, covering any necessary part replacements if that would be needed. Additionally, we want to clarify that *******t County inspected and approved the water heater upon installation in 2021.Regarding your recent interaction with our customer service, we apologize for any inconvenience caused. We take your feedback seriously and will investigate this matter thoroughly. If we can assist you further, please reach out to ************.