Burton AC, Heating, Plumbing & More

Worst customer service I've ever received. Burton advertised a $149 snake for a main line. My wife called around 12'oclock noon to schedule an appointment. We were told a technician would be at our house between 1:00pm and 4:00pm. They never showed up. We called around 5:00pm and asked if there was still someone coming. They assured there was. No one showed up. Around 6:00pm we called back and asked if there was still someone coming. We were told this time an emergency had happened and a different tech would be out shortly. No one showed up. We called back at 7:00pm again to find out if someone was coming... The dispatchers put me hold, offered to send someone out for an after hours fee of $249 and if we wanted to get the $149 rate we would have to wait until Monday. I asked if there was any kind of compensation or discount since they wasted my whole day, they said no. I asked if I could speak to a manager and conveniently there wasn't anyone available. The dispatcher then very sarcastically said, "OK then honey, have a good night." With folks like that I'd hate to see what kind of actual work they perform. RUN!! Go somewhere else. Very disrespectful and unprofessional.

Stated they would do the work when the technician comes out however could not do the work and had to schedule 1 1/2 weeks out — work not done yet

I'm a vip member with Burton, which I pay monthly for. Part of that package entitles me to a yearly HVAC inspection. After 2 cancelled and rescheduled, by them, appointments, the tech shows up and hour late for a 4 hour window appointment. He inspects our system and other than a few minor issues that will need addressing in the near future, the system was working fine. Half hour after he leaves the house just keeps getting warmer. I check on the AC and it is not working. Concerned he may have forgot to hook something back up, we called Burton back because the AC was working fine before he got there. They sent another tech out to check the system and he informed me that the compressor was done and there was nothing they could do about til monday because of getting parts for it. The timing of my AC going out right as the inspector left was suspect. Thinking I needed a new compressor, I reached out to another company to get a possible bid to replace. That tech came to my house, diagnosed the problem and had it working within 5 minutes without any new parts. I cant say for certain Burton was trying rip me off, or their techs just need to go back to school to learn their trade. But we ended up having to spend the night in a motel because I had Burton inspect my system.

One star? How about NO stars!! A month ago, we had Burton out to unclog a pipe. That all went fine. They offered to do a free video inspection to see if the main line from the house to the street was good. Unfortunately, found a section of pipe that had deteriorated under our driveway. I personally saw the video, so I knew it was bad. Signed a contract to have them come back & tear out the one concrete panel, replace the section of pipe and then pour in new concrete. Scheduled appointment for 04-28. Today, 04-25, a crew shows up unannounced and starts tearing up the driveway. Instead of cutting the single panel and then jackhammering the panel out, they used a bobcat to just chuck and break up the slab in pieces, which they then left on the curb. In doing so, they damaged the panels on both sides. They didn't put anything down on the lawn to protect it, so it has huge chunks of grass torn out. When my husband confronted the crew about the damaged panels, the guy said "well, you can get someone else to finish it then" AND THEN THEY QUIT AND LEFT! (When my husband had talked with the crew earlier, the guy stated that they had only been working/contracted with Burton for THREE DAYS.) The manager, Darrin, that had been out at the contract signing, said they had experienced crews that do great jobs. That is a joke! After calling Buton several times and explaining the situation, I was told Amber would call me back with a resolution. Didn't happen. I had called Darrin 6 times with no response before he finally called me back. Decided to cut our losses with Burton, they reduced the origin amount due and we contacted a concrete company to tear out the two damaged panels and then repour a total of 3 panels. What a headache and nightmare! Would NEVER, EVER recommend Burton to anyone!

Very professional and helped communicate with our warranty company.

Service, and sales were great. Install went quicker then I expected and quicker then they quoted. The new bigger air filter wouldn't fit with my hot water heater, so they discounted my bill. Only issue is they didn't patch my ceiling in the spare bathroom (needed to add pipes to outside of house for more efficient furnace).

Burton was actually the second firm that I had called, as the first firm (not listed in Angie's List) did not return my call. Burton was to be at my home on the morning of 8/9/17, but did not arrive until mid afternoon. Dispatch did call a few minutes before noon with an update. After the plumber arrived, and saw the work, he took several minutes in his truck to prepare a list of 6 options ranging from a high of $1575 for a "premium plus" solution to a low of $296 for only doing two of the three projects which did NOT include the Kitchen faucet. After much discussion, he offered an additional option where I would purchase all the parts and he would do the labor for a cost of $350. We scheduled the work for first thing two days later (on Friday 8/11). I was required to pay a $59.50 service charge for his estimates. If you have read many other reviews, you should not be surprised to find that instead of the plumber arriving the first thing Friday morning, I got another call from the dispatcher - who said he would not be on time, wasn't sure when he would be available, and suggested rescheduling for Saturday. I decided to create an account on Angie's List, and was very glad I did. Found a different firm to do the work for a straight hourly rate and arranged for them to come do the work largely based on the reviews on this site. As I expected, the work actually took less than two hours and even with a travel charge, was completed by Backlund Plumbing for $221 for all three projects (I will do a separate review of their work soon).

Needless to say they lost a customer today. I had to come home from my office because the guy would not explain over the phone in enough detail why the cost differences. We found another company that would do the Hydro Jet of the main line for less then $400.00 You can not just charge higher prices, and say "we are a premium company" when your Techs or Sales reps can't even explain what makes what you are doing is more premium then another company. If you have a greater marketing dominance but yet drop the ball on actually delivering a superior product YOU are not a premium company, that is called a SCAM. Frankly if I didn't have to come home, and they had been willing to explain it better, and send the blades down with option 4. They would have gotten my money. But at this moment I am glad they did not.

SCAM and CROOKS, $10,000! Plumber came in and went into the basement to turn off water. Came up and told me that I had a lot of problems in the basement. Recommended pipes to all be replaced, cost would be around $10,000! Asked him to repair faucet and then to leave. Had a plumber come in for a 2nd opinion, he said the pipes were already replaced with copper pipes. No reason to replace other pipes. I called office to complain, they offered me a free furnace inspection. ARE YOU KIDDING ME, the last thing I want is to have Burton back in my home to find other things wrong with my furnace. DO NOT USE THEM!!!!

Our first appointment with them was scheduled for 22 September in the morning, and when they didn't show up I called them and they said they would be by later in the afternoon, when 4:00 came and went I called them and they said he was running late and that it would be another couple of hours, so due to this we rescheduled the appointment for 23 September at 9:30 a.m. At 8:00 a.m I got a call from the technician that he was in the driveway waiting for us. We were not there because they told us 9:30 not 8:00. There seems to be a disconnect when it comes to scheduling appointments. The valve was fixed and is no longer leaking BUT it was way OVER-PRICED. My husband is very handy and know how to fix things like this, but because of the tool we didn't have and the time factor we had no choice to use Burton, but I would never use them again and highly suggest that if you use them that you make sure you have other bids to compare them with. It only took him 30 minutes at the most to fix this valve, total SCAM.

I called ahead, scheduled an appointment for a given day, and was told it would be early afternoon. I took off of work, and scheduled my day around it. They never showed up. They called at 3:00 pm, told me that some calls had run longer than expected, and it would be more like 5:00 PM. At 7:30, I was called and told they needed to reschedule for two days later. This is terrible customer service, utter lack of respect for their customers, and awful and incompetent scheduling.

I called Burton to have them come and look at the water heater. I had never had any issues with this water heater. The fellow that came was very nice, polite. He went to look at it, and only took about 15 minutes. Went out to his van, was on the phone. Then, he came to me with an estimate to "renovate" my water heater. Price - $11,288.00 dollars! (Oh and that included a 6 year warranty!). Wow, a 40 gallon water heater. Needless to say, I told him I had no interest in Burton doing any work for me.

I called on Tuesday, May 17, because I have a leaky shower handle. I spoke to Rita to set up an appointment for the first available time. She said they could come anytime on Thursday, May 19. I told her that I could get the afternoon off of work. She said they'd be here before 4pm that afternoon and would call when they were on their way. Price would be $80 to get the plumber to come out, then an additional cost for parts and labor once they have assessed the situation. I asked her to set it up. I gave her my address (twice, because it is very long), I spelled my name for her, and gave her my phone number. Before we hung up, she asked me if I'd be interested in purchasing a service contract. I replied "Maybe! Let's see how this goes and then I may have a few questions about it". She told me she'd send along some literature for me to review and would be calling me after the appointment to follow up. Fast forward a few more drips to Thursday (today). I waited until just before 4pm before I called back to ask if someone was still coming, got Rita again. Spelled my name a few more times, gave her my address a few more times. She couldn't find me in her system at all. I said "So you're telling me no one is coming this afternoon?" She replied "Well, you're not even in our system. I can set up an appointment for you for maybe tomorrow or next week." I said "No! I took this afternoon off, I figured on getting my shower fixed today. I cannot get tomorrow off too. Don't you have an after-hours service for emergencies or for situations like this?" She said that they didn't and that they could only set me up for a future appointment another day. She asked me again for my address (yes, I know). I told her that I just don't trust that she'll even put me in her system and I can't waste another afternoon waiting around. I'm really surprised they didn't offer to do anything to make this right. In my business, we will inconvenience ourselves to help a customer who we have let down. I called their HR department to request to speak to a manager. I had to leave a message, but explained the situation. I also explained that as an Angie's List member, I will be asked to give a review about their service and I don't want to have to give a poor review. I'd rather get my shower fixed. Now I'm on the hunt again for a plumber who can come and do that.

Terrible!!! We have had Burton for over 5 years. We had issues with our furnace coils getting covered in corrosion. Burton would come out and clean the coils during outages and also some check-ups. We found that over the course of time the corrosion ruined the furnace. The root cause of the issue was never identified or fixed. This in turn caused the need to replace the furnace late winter 2015. Even with discounts and a 5 year "free' service agreement it cost about $6,000. The amount was due to the fact that the AC we had required us to have a High Efficiency 90+ furnace. Here we are a year later with their recommended solution. 2 weeks ago they checked the AC. The tech found things no other tech had noted (extra parts) and we paid over $100 on our service check-up. He left telling us we are in good shape now. Last night, 2 weeks after the check-up the AC parts above the furnace start making a terrible noise. They come out today and tell us that in order to repair it, we will need to pay $1500-$3000. We have had these techs in and out of our house numerous times over the last 5 years and there is always something missed by the guy before. They try to sell you more (air filtration, etc), but never seem to identify and fix issues until it becomes a huge issue. I would not recommend this company to my worst enemy. I will be searching for a new Heating and AC company.

Horrible! Before he would perform the service requested, he kept trying to sell me on upgrading my appliances. He was rude, and told me that all the stuff in my house was cheap crap. He tried 3 times to sell me stuff that would cost almost $3000. They are the worst company ever! Do NOT call them.

They removed my old air-conditioner in order for my foundation to be repaired and then came back to install new unit when foundation repair was complete. They were very courteous and professional. They arrived on time and were finished within a reasonable amount of time. They even cleaned up the leaves that blew in the front door from the repeated in/out.

Les came out to our house to review the project and quote us for the work. He was willing to listen to what we wanted and how we wanted it. Very polite and professional. He returned after the holiday to go over the quote. The quote had 6 options ranging from the best of the best all the way to basic. He tailored an option that was just what we had asked for and were able to move forward with. Les was able to provide installation the next day. He told me it would be around 9 am due to another call, but day of called me at 7 to let me know they would be there at 8. Les arrived at 8 with one of the installers. The installer, Tom, was clean, professional and made sure to listen to me as a client. Shortly after the other tech that was on the previous call arrived. He was friendly and loved my dog. He claims to have 2 of the same breed. All the techs that arrived that day were clean and professional. Following the install, Jeff walked me through everything to ensure I knew where all the filters and maintenance books are at. He walked me through a fancy pants thermostat we had chosen. The installers were at the house for about 10 and 1/2 hours. Always professional, clean and respectful.

It went very well. Professional, courteous. Would highly recommend to Angie's List members.

I called Burton to arrange a service call to unclog the line in the laundry room. I asked if in fact the service call would be $99. The CSR stated it depends on what needed to be done. I asked if it the technician stated it would take $200 or $300 would there be a trip charge. The CSR stated if I did not have the technician do the work I would have to pay $39 anyway. How many people want to place a bet that the service call would be MORE THAN $99. SO MUCH FOR A $99 SPECIAL. I have no problem with a company using a special like this to get me to become a customer. But if they are not going to honor the $99 Special then they SHOULD NOT charge a Trip Charge!

The service was prompt and the worker was very nice. We also use them as a follow up to replace that same line later on. We also bought a water heater from them. They left the area as found. They had to chop through the dry wall to get to the pipe, but he always left the area cleaned up after any messes.

Because it was so cold out and we had no heat, we were considered an emergency call. My husband was out of town at the time. The representative, showed up and looked at our furnace. He asked me if I was prepared to make a decision that night. I told him that was based on the cost and the next available date to install a new furnace. He sat at our kitchen table and proceeded to tell me that he could not give me a quote as he needed both decision makers to be home. I explained to him that I was perfectly capable of making a decision and writing the check. He asked when my husband would be home. I told him that was irrelevant. He then proceeded to tell me that he would not give me a quote and needed to wait until "the decision maker" got home. Apparently as a "woman" I wasn't capable of making this purchase on my own. Are you kidding me? I escorted him out immediately and saved my $6,000. I would never do business with this company again for any reason.

Courteous and professional service starting on a Saturday evening costing much less than I expected. I will always call Burton for my plumbing needs. These guys are the best.

As of today, November 4, we have not been able to use the dishwasher because of malfunctions related to the faucet install. The sprayer continued to leak until my husband tightened the aerator. Not a major thing, but something the technician should have handled before leaving. More importantly, there has been a downward decline since the install. First the dishwasher had water pooling in the bottom without the faucet or dishwasher on. It would drain but then would barely fill up to do a load. My husband turned off the water to the dishwasher to prevent any unplanned filling. After turning it back on, now the dishwasher won't even fill up! I called Burton to have them come out and correct the problem. They were supposed to be here at 9am today. At 11:30, they still had not arrived. I called to inquire where they were, and was told that they were running late (no call to alert me of that). I was then told - "that's why we tell our customers to go about their day, and we'll call." I went to my lunch appointment, only to have Burton call in the middle of my meal to tell me they were on their way. I was clear across town and informed them that it would be and hour or so before I was done. They called at 3:30p to "let me know they hadn't forgotten about me". At 6:30p, they called to say they were still working on getting someone over tonight. Incensed, I told them to forget it! They said they'd be here at 9am, and waiting 9 and a half hours was COMPLETELY UNACCEPTABLE! I am a service partner with Burton, and tomorrow morning will be cancelling that! On every visit, while the techs are always nice and helpful, I can't say the same for the office staff. Some are helpful, others don't seem to know what's going on. There seems to be a fair amount of turnover in the office/customer service staff. Part of their service/sales process is to provide several quotes aside from the service you called for. They gave me 6 options for my faucet - the most expensive being over 5,000 dollars! For a faucet! Are you kidding me?! And remember, I'd already PURCHASED a faucet from Home Depot. I cannot recall a time when they were EVER on time for a proposed appointment - or even close. The last furnace check they did, they painted a "crisis" picture that we HAD to get a new furnace (that they will gladly provide along with a new air conditioning unit at the bargain price of 10,000 dollars!) Burton is a marketing machine - I'll give them that. They are expensive, and their scheduling is certainly NOT customer focused. They need to SERIOUSLY fix their management/scheduling and customer service processes before I do business with them again!

Steve was friendly and worked quickly. We were excited that the job was done so cleanly. No mess. Will definitely use them again!

The service representative was on time. He performed an inspection of the main drain. There was build up. He cleaned the drain. He was very thorough. He explained what he did and why. I was very impressed with his service and the overall service provided by Burton. I have many family members that are very satisfied with the services Burton has provided over the years.