BIRCH HEARTH & HOME CTR

We have been Birch Heating & Cooling customers for years and have had nothing but great service! This summer we replaced our air conditioner and furnace. We were very happy with our purchase and Birch made it very easy and did fantastic work! True professionals and would recommend them to anyone!

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We were told our humidifier would take about two hours to install. The installer came first thing in the morning, but he did not have all of the supplies he needed, so he left and came back after he stopped at another house. He did not finish until after noon, and when I walked into our utility room to see when he would be finished, he was sitting on the floor reading the owners manual. He said he was done and just needed to put everything away. When I asked what the codes on the panel meant, he said he wasn't sure why it was reading random codes but that it was working and not to worry about it. After spending the week trying to get it to run and talking to Birch and getting no help, my husband called the company who makes our humidifier. Come to find out two things were wrong: our panel was broken and our unit was installed improperly (the sensor is supposed to be installed outside or within 3 feet of an outside wall. Ours was 12-15 feet from the wall.) I called Birch and relayed all the information we were told. We got a new panel, and when they came out to install the panel, we had them move the sensor as well. And even though it is written in the owner's manual several times, and the company told us it would not work properly if the sensor was that far away, the installer still claimed it shouldn't matter. So after several service calls, none of which they showed up to at the agreed upon time, our humidifier was finally working. A couple months later, when we switched our furnace back on, it stopped working. I called the company who installed our furnace, not Birch Hearth and Home, because we assumed something was wrong with our furnace. Come to find out, the reason our furnace stopped working was because our humidifier was installed poorly. There was an exposed wire touching our furnace which caused our furnace to blow a fuse. Our installer came back once again and fixed the exposed wire. When he left, I asked him to have someone contact me about reimbursing us for the service call to our furnace company since it was their improper installation that caused our furnace to quit working. We never heard back, so I contacted Birch Hearth and Home and spoke to Bill Birch. He told me that he had no intention of reimbursing me and that we should have contacted them instead and that they probably would have taken a look at it for free (I highly doubt it. Why would they look at a furnace that they did not install for free?). I explained to him that when our furnace stopped working, I immediately called the company who installed our furnace because it never even crossed our minds that the humidifier could have been causing the issue. He did not care. Even after sharing all of the trouble we had had previously with the improper installation, he just nonchalantly said that they fixed it. I am shocked that they would not reimburse us for the service call to our furnace company since it was their own poor installation that caused our furnace to blow a fuse. It makes me thankful that it was only a fuse and not something more expensive because I know now that they do not stand behind their installation and whatever they break is apparently not their issue.

Purchased top of the line Heat n Glo in 2005. Had to phone Birch every fall (and in between) because the fireplace would not start. After 1-2 yrs of several service calls, I started questioning the quality of the unit & the reason for the need for so many service calls. Following several phone conversations that including rude & nasty comments from the sales person who we purchased this unit from, I had 2 face to face conversations with the owner, Bill Birch. His argument: "we are covering all the problems". My argument: "When the warranty runs out, this is going to be very costly. How can we get to the bottom of this? Can't you inquire with Heat n Glo as to this ongoing, continuing problem with this expensive unit?" His only solution: "you call Heat n Glo, they'll listen to you better than us."