Brennan Heating & Air Conditioning

We talked about getting central air installed in our home and I am familiar with Brennan because they were used by an acquaintance of ours. Their staff and service are amazing. From the first appointment to give an estimate to the follow up after installation was completed. On top of that, we were able to take advantage of an offer to get a shop card (20 % of equipment) from Costco, a win win for us. If you are ever thinking of it, give them a call.

We called for preventive maintenance on our Lennox Furnace, air conditioner and generac home generator that Brennan originally installed via purchase from Costco. Their tech "Steven" was very knowledgeable, thorough and efficient. Outstanding service. Thank you.

Brennan's team was top notch professional and personable throughout the job from estimate to final clean up. They thoroughly explained every aspect of the job and responded to all requests and questions. Their crew worked hard all day to finish the job, even ate lunch on the go. Their teamwork was impressive, being patient and courteous with each other and us even when the job was messy or unpleasant. They approached the job with a strong can-do attitude and willingness to find and fix minor issues that were not identified at the outset. The job site was left spotless and clean.

I was seriously deficient in my maintenance for my gas furnace and AC unit. I called Brennan and made an appointment. This afternoon a tech named Brendan showed up and completely exceeded my expectations for customer service. He adjusted and cleaned both the furnace and the AC and Said that both were in good shape and should last for at least a few more years. He was extremely personable, professional and answered all my questions. Brennan heating should take good care of this young man as he is a tremendous asset to their organization. I thought this level of customer service was gone forever. Thank you Brennan and Brendan

Brennan installed our heat pump, through Costco, many years ago. We have always used them for maintenance. Last year, May 2022, the tech that came out to service the unit told me about a Maintenance Membership. You prepay for the annual maintenance and are on a "priority scheduling", get 10% off any additional services. I did that. May 16, 2023 our daughter calls us and says the heat pump is not cooling the house. It was 75 outside, the house was 74. I called Brennan to get someone out to our home. First they told me mid- July. When I informed them that the system was not cooling the house, they changed it to June 5. That is 2.5 weeks for "priority scheduling". They did have a cancellation and a tech came out on 5/25/23. The techs are wonderful! (that is the reason we have stayed with Brennan) The scheduling and customer service IS NOT! To me that is not priority scheduling. I spoke to Tyler, customer service manager, today and he pretty much told me they have over 4,000 new customers and they will get to us when they can. The company I work for, which is near my home, uses another HVAC/heating company, we are on a Maint. Membership program, the office had a problem the same week and that company came out within 24 hours. To me that is "priority Scheduling"! Keep looking for another company!

1. Date of Transaction: February 7, 2023 2. Dollar amount involved: $311.58 3. Explanation of issue: Requested work on warranted product in December, but no one could come until Feb. When two Brennan boiler techs arrived, on Tuesday, Feb. 7th, they spent 10 minutes in boiler room, then approximately 5 minutes in their truck, and charged me $311.58. The tech said they were charging me for a diagnostic. He said that he tested something and it wasn't getting electricity. He then said that the part would cost $800. They both told me I should purchase the membership (for $250), which, evidently gets me better service. Then they recommended that I think about getting a new boiler, for $20,000. As I was distracted, my card was charged the $311.58, but I unfortunately signed it before asking how much the visit was. (Remember, I didn't even think I was going to be charged at all, since I thought it was the warranted work.) They told me that was normal for a diagnostic, so, I asked them to e-mail the results of the diagnostic to me along with the receipt. They said they would, yet nothing came. So, after repeated calls, I finally talked to one of the “technicians” that came out. I told him that randomly the zone I was having a problem with turned on, but the other turned off. I asked what they did and he said: "Oh, we didn't do anything. We didn't even get out our tools. We walked in and saw the part wasn't connected." So, I asked what I paid for. He then gave the phone to the other “technician” that came with him, who proceeded to tell me I was paying for experience... he was having twins, so he understands how I felt when I told him I was blindsided with the charge...etc. I told him that I should have been told there would be a charge. I was expecting a free, warranted repair of what they installed. So, I asked for a written diagnosis, with the part and number of the part they are recommending. He said he would do that on his lunch hour. I waited a day and nothing came. So, I e-mailed Ashley Wilson (the Brennan dispatcher) with my issues. She never returned my e-mail. So, I proceeded to give them negative reviews. She called me on Monday, Feb. 12th (I believe) and argued with me about everything. She started the call with "Well, you have gone everywhere and gave bad reviews to get our attention. You have our attention, now." I repeatedly asked for her to at least tell me what part, and she just said "I keep telling you! ZONE CONTROL!" I said to her "That isn't a PART. I want to know what PART." She just kept yelling "ZONE CONTROL!" So I said, "OK. I will look it up and see what part that says on Google. Literally, on Google, it says "A zone control system consists of 3 basic components." I needed a part, part number, ACTUAL INFORMATION! But she didn't have it, which is why she argued. Brennan didn’t give me a diagnostic. I received no service at all for the charge. She said what do you want us to do? I said refund. She told me I signed paperwork. Nope. I told her I signed the card payment but no paperwork. She said that was the paperwork she was talking about. There was some more back and forth, however, I think you get the gist. She tried multiple times to tell me that she told me the fee, however, if she had, I would have not had those two techs (that I did not know) come. I would have requested Walter. Attached are the e-mails. I then told her that I would have called for Walter (the technician who put in the vertical radiant heating that I originally called to have the warranted work on), had I known that they were looking at the boiler. She told me Walter retired. I said "No, he didn't". (After waiting several days, yet not receiving the diagnostic, I texted Walter. He put in the vertical radiant heater and worked for Brennan for 30 years. He had given me his personal phone number, to let him know how the heater was working right after he put it in. His work was impeccable. He told me he no longer worked at Brennan, but he now works at Janes Radiant.) That is when Ashley Wilson said she would have her supervisor call me (indicating I was too argumentative). I told her I would love to speak with her supervisor. I still have not heard from the supervisor. I then immediately called Janes Radiant. They came out. Attached is the invoice and Walter's notes. Walter said that my boiler needed water, and he added the water and bled the lines. Now, my boiler works. He let me know that I don't even have a zone control panel. My boiler is old and connects to the thermostat. Shouldn’t Ashley Wilson have been told by the “technicians” that my house didn’t have a zone control panel? The valve they noticed was disconnected does not control anything. My house has three zones, but two valves. I have two zones controlled by one valve. (Call Walter at Janes to confirm this). (425) 267-0202 So, they would have charged me the $800 and connected the new zone valve to the area NOT connected to my house, and I still wouldn't have heat? Then they would charge me double what each cost to replace all the zone valves, which is what they also recommended. (Janes Radiant gave me a quote for TWO valves that cost $800, and Brennan wanted to charge me $800 for ONE valve.) Since the valve wasn't even the problem, my heat still wouldn't work after paying Brennan, because, remember, there's no water in the boiler. They wanted me to purchase a membership for $250 (to get better service) AND a new boiler for $20,000. None of which Walter, the tech from Janes Radiant, said I needed. Walter has 30 years experience, and is HONEST. These guys AND the woman who dispatched them do not tell the truth. SHE responded to the BBB complaint by saying I knew about the charge and contacted three other companies before I contacted Brennan. Why would I do that, since I thought I was getting warranted work, which would have been free, if it was the radiator they put in, right? I'm just blown away by the audacity of this. Imagine if I was little old lady, living on fixed income, and these people cheated me out of all that money? Some women won't stand up to pushy men. Brennan still has sent me NO NOTES on the service. Janes Radiant sent the notes with the invoice right after service. I was charged for nothing. They attempted to upsell me on things I did not need. I've not heard anything from them, since I updated the complaint on the BBB site. Wouldn't you think a boiler repair person would get their tools out and check for water in a system that REQUIRES water? Brennan Heating & Air Conditioning is not in the business to repair, but to scam people. This is why every good boiler technician went to Janes Radiant. They’ve all quit Brennan. I don’t know what happened to make this company so dishonest, but I’ve contacted the Attorney General of WA state as well. I expect a full refund.

New Heat Pump installation (Lennox SL25XPV - state of the art heat pump purchased thru Costco) is finally working. It had only been operational in auxiliary mode for 7 of the past 9 weeks. Bottom line ... Issue was caused by a bad circuit board (Lennox) and malfunctioning software (Lennox). The Brennan field personnel (install crew, service technicians and sales) deserve a "star" but the office/service departments were so terrible it is impossible for me to give more than 2 stars for this company. Until management tackles the office and places a real emphasis on caring and customer service, this is a company which should be avoided. For example, a customer should not have to directly contact both Costco and Lennox to simply get the local installer to respond.

The Brennan team was transparent in bidding, punctual, professional, and thorough in their installation and follow up. Strongly recommended!

I had a water heater installed and when I asked to have a quote without the leak pan and sensor IF IT WOULD STILL PASS INSPECTION - I assumed they would only send it to me if it would pass inspection. It did not pass inspection and now they won't answer my emails. I'm less than thrilled with this.

Poor service and lack of professionalism: Website says “24 hour emergency heating and service repair.” So why would a company have someone working and answering the phone, who says they will notify a tech, who then won’t come out to help in an emergency? I bought a new Carrier gas furnace from Home Depot January of 2022. Brennan Heating & Air Conditioning was the company designated to do the install. They came out and installed the furnace. We had one issues shortly after install, but they came out and the issue was resolved. Well today (01 January 2023) I woke up to no heat and my thermostat reading 55 degrees. Concerned I went to check the furnace and it was giving me an error code-23. I called Brennan Heating and Air Conditioning, the woman answering said she would notify the “on-call tech” named James and he would be calling shortly. After thirty minutes I called again and she said he would be in touch “as soon as possible” and that he may be on another job. So I waited. Finally James calls me. I told him it was giving me error code-23 and he asks “which one is that?” So I told him it was “. “ He then asks if I had tried turn the furnace off and back on. I said I did and that it was still showing the error code. He then says “We are closed today and tomorrow. So someone will call you on Tuesday and *might* be able to come out and see what is going on.” I said “I have an infant at home and no heat. You’re telling me you have no one who can come help us?” He responded “well it’s not that cold out and we’re closed because of the holiday.” He later said “people with no heat will be helped on Tuesday when we reopen.” I said “I have no heat.” He said “well you will be a priority ma’am, but I can’t promise we will come out.” Absolutely terrible service. It is ridiculous that I paid $6k for a new furnace a year ago, that still under warranty, and I can’t get anyone to come help me and my infant child. Temps are supposed to go as low as 32 degrees and this tech said “well it’s not that cold.”

We hired Brennan Heating & Air Conditioning in 2/3/21 to install three Carrier ductless mini split units and heat pump for $16,000. We had annual maintenance by Brennan done in February 2022 to keep our labor and parts 5 year warranty valid. On 11/27/22, our unit completely failed. With temperature lows between 27 and 39 degrees that week, we immediately called Brennan and left a message with their answering service asking for a service provider to come out as soon as possible. We were in an emergency situation with no heat, freezing temperatures, and two small children. After calling and leaving a voicemail for their service department on 11/27 we received a call back around 8:30 PM on 11/28 to schedule us for a “service technician to come take a look” 15 days later on 12/13. When we asked Brennan what we were supposed to do for the next two weeks without heat the person on the phone didn’t reply and hung up. We continued calling and leaving message after message to try and get in touch with a service provider to get some clarity on why it would take two weeks to get to us when nine days later on 12/5 we finally were able to talk to a member of their service department. On 12/5, a member of their service department reiterated they could not send anyone out to help us until 12/13, another 8 days later. I reconfirmed our situation - that we had no heat at all, we have two small children, that our unit was less than 2 years old with annual maintenance completed by Brennan, and that the temperatures in our home were in the 50s and it was uninhabitable and asked them to please help us. The service department member said they had staffing issues and refused to come out any earlier. He said if it were him and his family, he’d hire another company to help service the unit and get the heat working faster and then try and get Brennan to pay us back. So, that’s exactly what we did. We hired another HVAC company to come out (and they did in less than 36 hours) and it turned out that Brennan had used a faulty 3rd party flare part not provided or recommended by Carrier (we confirmed this directly with Carrier) for the installation on our heat pump unit which failed and caused a major refrigerant leak rendering the heat pump useless and causing its failure (see attached photo, damaged flare in center). The HVAC company we hired said Brennan’s installation was “shoddy and cut corners in several places likely to speed up the installation so they could move onto the next install.” Almost $3,000 later and 15 days without heat in freezing temperatures, we got our unit fixed and up and running again. We went back to Brennan and asked them to pay for the repairs to our almost new unit which was covered under warranty and they refused. We provided all the documentation to show them what needing fixing and they told us “you should have let us come out and fix it ourselves” as if we had not called them several times a day for 15 days asking them to do just that. Brennan expected us to patiently freeze in our own home until they decided it was a good time for them to fix their own mistake. Our trust in them to do any professional work on our unit is completely gone. Because they refused to pay, we now we are heading to small claims court. I would never, ever, recommend this company. They left us without heat in the middle of winter, prioritizing new revenue and new installations (which we saw and documented when we were driving around town, Brennan trucks installing new heat pumps in unoccupied, partially completed, new housing) while we waited for a call back. This is beyond a staffing issue, it is a poor quality workmanship and poor customer service issue. I hope that by reading this review it will save you from making the same mistake we did in trusting Brennan to do a quality installation and to stand behind their work with their 5-year parts and labor guarantee that boasts to, “Simply call our award-winning service department. Our service technicians are on stand-by, ready and willing.”

Brennan heating and air conditioning improperly installed my $7000+ Heater. Several technicians did diagnostic visits (which cost more money) but instead of fixing the unit they tried to pressure us into buying another heater. Eventually a technician came out and said the heat exchanger failed prematurely due to the improper installation. They came out and finally fixed the problem but are now taking me to court in order to make me pay for the labor it took for them to correct the improper installation. Save yourself ALOT of money and grief and don’t pick Brennan heating and air conditioning.

I called Brennan and they told me they services Samsung Heat Pumps and we scheduled an appointment as soon as they could, which was 2 1/2 weeks away. When they did show up the technician told me he couldn't service my unit, he tried "resetting" the unit and that didn't work. He really did not appear to know what he was doing. In the beginning they were not honest with me and wasted my time

In 2018 I went through Costco to have AC installed. Costco contracted with Brennan so I believed them to be a trusted HVAC company. They seemed a little higher priced than other bids I received but I felt security knowing they were contracted with Costco. Installation seemed to go well and was pleased with the final product. I recommended the process to my neighbors and several them chose to do the same route through Costco. I continued faithful service with Brennan for all HVAC needs. My furnace and AC were serviced yearly as recommended. All suggested maintenance was accepted. I put my trust into the company because I believed they had my best interest at heart.....wrong. Last winter during freezing temperatures my furnace stopped working. I am not a handyman so my response was to call Brennan for help. I received the answering machine, which is not unusual and left a message for a return call. In the meantime I jumped on YouTube and resolved the issue myself. I never received a call back. I thought it was unprofessional but forgivable because there had never been any issues in the past. This May I had my yearly service on AC and furnace. Due to the cold spring we did not turn our AC on until mid June and then turned it off when we left for vacation. Overall the AC had about two weeks of run time since it was serviced. It is now not working. I called Brennan for help because our house feels like a sauna. The soonest I could get assistance was over two weeks away. Two weeks is unacceptable for a customer that used the company for installation and yearly maintenance. I followed the directions from Brennan to the letter! Brennan website: "Try to avoid waiting until summer to find out whether your AC unit is in good working order." We tested in May and are still having a miserable summer. "We'll come around on a regular basis and ensure that your system is clean and running smoothly. Our thorough inspections will catch problems early and allow us to make repairs before your system fails." Wrong, and when it does fail they will not make you a priority to fix the problem. I will now have to pay for a repair that was likely created during my last inspection. I am extremely frustrated and disappointed with this company. I have made Costco aware of the issue in hopes that others do not suffer in the same manner as my family.

Zero stars. The single worst customer experience we’ve ever had. We moved into a new home in the fall and the Brennan installed furnace starting kicking off within a few weeks, in the middle of a cold snap. $350, 3 technicians, 3 months and dozens of unanswered calls and voicemails later, I’ve got a new filter I didn’t need and a furnace that still doesn’t work. The entire winter has gone by, and the problem remains unsolved. By their own techs admission, the unit was never installed correctly. They promised to send someone out, and then crickets for months. Good luck getting a hold of someone. In the end, rather than attempt to remedy the situation, they apologized our home inspection didn’t catch it. I’m sure they are swamped with higher margin business, and are making a cold calculus. You should do the same. Save your money and time and go elsewhere, or set your expectations to zero. This company doesn’t care about its customers.

Spent $14,000 for AC install and new furnace 3 years ago with Brennan. Called to inquire if they would install new coil and they wouldn’t. Had another company install new coil. Called Brennan to inspect and verify coolant pressure/levels and they came out, told me it was low pressure but wouldn’t add coolant because they were concerned I would sue them if the system leaked. They would not perform diagnostics or test the system whatsoever and left. Do not trust your home to this company. They get their money grab from Costco.com orders and leave you in the dust. Edit: Had AAA heating and air out to diagnose what Brennan misdiagnosed, AAA technician was out and quickly realized unit was not configured for heating. Charge was good, outdoor unit was set to AC only and Brennan associate was testing off the wrong connection when they told me it would be several pounds of coolant (several hundred dollars) to get unit running, which would have overcharged the system and possibly damaged the system. AAA found charge was well within acceptable range, found a quick jumper connection which set the unit to cooling only, reversed the jumper and now the system is running like a dream. Shoutout AAA heating and air in Kent area WA. Thanks AAA! Check them out if you’re in South King County area.

If I could leave 0 stars...I bought an AC through Costco, and Brennan is their primary installer. My installation date was now 3 weeks ago. They showed up that day and worked through the installation. At the end of the day they left without the ~$400 air filter/box installed and with the AC not functioning (the power to it isn't even turned on). The service tech told me on his way out that he thought there was a leak somewhere because he couldn't get the vacuum gauge to the right level. He said he would leave a gauge on the system and someone would be back in a few days to check everything out, and that I would be contacted about the filter installation. As of today it has been 3 weeks...not a single phone call from Brennan!! I have called the salesman who sold me the unit a few times, and exchanged multiple texts with him...he has actually been really responsive and scheduled a time with the installation manager to come out. No one showed up that day and nothing has been scheduled since to actually get the AC operational or the filter installed. I totally understand how busy this company and other companies are right now, and would actually be OK with an extended timeline to get this repaired (likely won't need the AC till next year) :). However, the lack of any customer service is absolutely shocking...I cannot believe that I have not been contacted by anyone just to say 'hey we are trying to figure out a time to get back out there, etc'.

I've wait to post this for some time because Brennan used to be great. They replaced our furnace 8 years ago and fix a lot of hard to reach electric. Their technicians have always been great, and company easy to work with. However, in the last 2 years, things have really changed and not for the better. First, good luck reaching anyone on the phone or getting a call back. And when you do, they're rude. Second, we had them do a routine service in May 2020. It was warm enough that the furnace wasn't in use, and we didn't realize the technician had accidentally broken an element during the cleaning. Something that happens, but was a real problem when the it got really cold in October and the unit wouldn't turn on. After 4 days of calling and leaving messages to get help fixing the furnace, and no call back, I finally had to reach out to another company that came out right away and diagnosed the problem. They ordered the parts and fixed it before we finally got a call back from Brennan. We really wanted them to have an opportunity to diagnose and fix the problem given they were the last ones to touch it. The manager apologized and offered to cover our costs (which was over $700!), but they never did. We gave them one last change with a new addition that we needed new electric, but after several days of leaving messages just to schedule an estimate, we heard nothing. Dead silence to this day. This in addition to having them do maintenance on an air conditioning unit and provide a cover for it. Despite all of the measurements and model/serial number info I provided, they ordered the wrong size (too small!), the Tech offered to reorder and replace, only to have the person who answers the phone deny it. Said it was our fault, but we didn't tell them what to order. I provided all of the info she requested, and I expected they would order the correct cover. I don't know anything about air conditioners, that's why I paid a marked up price through them to get it right. Big mistake. Don't waste your time or money. Go someone where else where they stand behind their work, and care enough to actually call you back and warranty their work. If they won't warranty small things like this, imagine the impact on something larger like a furnace or full duct install.

On January 15, a maintenance individual from Brennan Heating & Air came to our house for our annual heater and air-conditioner service . Prior to his arrival, the furnace had a MERV 16 filter(a hospital grade filter which had been installed the previous year by Brennan), and we had a spare 14 sitting by the side of the unit. After the person left, my wife checked and our spare 14 filter was missing and the 16 had been replaced with an 8. I’ve tried contacting Brennan on several occasions, first to request an itemized breakdown of the work done, and also to report the possible theft. No one from Brennan ever returned my calls, no emails, nothing. It wasn’t until I sent an email to the original salesperson at Brennan, threatening to contact the Washington State Attorney General and Bank of America’s fraud department, that the maintenance manager called me back. At that point, he accused my wife of misreading the filter that had been installed. She is an environmental scientist working in the field and knows the difference between filters. I told him we had a photo of the incorrectly installed filter and forwarded it to him. His response, “If there is an issue that needs to be addressed with my technician I will make it my utmost priority “ didn’t address our concerns at all. I also requested a credit for the 16 filter we had to purchase on our own, to replace the cheaper 8 which had been incorrectly installed, but again have received no response. I've contacted the Washington State Attorney General, and they are pursuing the issue with Brennan.

It was an excellent service. They are the best.

I have used this company before, but this time they were poor in the customer service department. Very slow in responding to my questions and when I asked to speak with a manager, I was ignored. In the end, when they came out to finally install the air cleaner, everything worked out well. It took too long to resolve the matter of the install and I got no answers to the needs I had.

Lisa at the office was very helpful and recommended James as a technician who would most likely be able to diagnose the problem. He came on time, wearing a mask and gloves, diagnosed the problem as worn motors, called and got a quote on the spot and ordered the motors when I agreed to the price. James returned to install the motors within four or five days. It all went smoothly and now my heat pumps run quietly. I was very pleased with the service, especially as no other heating contractors had diagnosed the problem or offered to repair it.

Excellent. They gave us an early estimate and came in under that. Very pleased with their service. Would definitely re-hire and recommend.

We were referred through Brennan through our local Costco. The representative we were working with seemed reasonable enough from the get go. After several weeks of talks regarding what we wanted, various price points, etc we decided to go with a heat pump system as it was more efficient. We visited the in store rep as well and discussed the pros and cons of various systems and she told us she'd ask for a special rate that was offered through Costco for heat pumps at the time. This turned out to be a lie. The in-home rep showed us what was messaged and it was simply "I spoke with so and so today about this system or that system." Unbelievable. The rep then told us that because we opted for this heat pump system it would now take several months past our desired install date (already nearly 60 days outs) to get this job scheduled because A/C jobs are preferable for the business. I can't believe Costco partners with them to be honest. We ended up going to a smaller shop who was able to meet our timetable and price-point, without making us feel like an inconvenience. I would never recommend this company to anyone.

They are very good. Very professional.