New Berlin Heating & Air Conditioning

They never responded to my request for quotation. Work has been done by another contractor.

I had a Carrier furnace and Air conditioner installed in 2014 with a touchscreen thermostat by New Berlin Heating & Cooling. Now for the 2nd time, I am needing a new touchscreen thermostat due to the touchscreen failing. The 1st replacement was in 2016 due to failure of the same part. However, to get the thermostat replaced under warranty they want money for a service call and I rarely use the **** thing because I can use my phone to adjust the settings so for it to break this often is unacceptable. Plus, the thermostat really should last longer than 2-2.5 years. Working with New Berlin Heating & Air Conditioning the customer service has been poor to say the least. When I called to have the thermostat replaced for the 2nd time, I was informed that it cost $93.98 for a service call so I told them not to come because I thought I could have another company to replace it under warrantee. After all, why should I keep paying the same company to fix the same problem. Doesn’t it make sense to hire someone else? Unfortunately, because they installed the furnace my only choice was to have them fix it due to the warrantee. So I called them back to have them come replace the thermostat and was told that there was no $93.98 service fee which was wonderful news. However, about 1 hour later I received a call from them telling me that the service man was on his way and that there was actually an $93.98 service fee. I explained to them that I was told there was no service fee, but it was their mistake and they were sorry. However, if I wanted this thermostat replaced under warrantee, by them, I had to pay the $93.98 service fee which left me feeling furious, so I told them not to come at all and I was going to figure something else out. Well the only solution to this thermostat issue is to pay $93.98 for a service fee to have the thermostat replaced under warrantee. The furnace, AC unit and thermostat communicate with each other so they all have be as one. Begrudgingly, I accepted the fact that I would have to pay $93.98 to have the thermostat replaced and scheduled the service appointment for November 29th at 9:00 am. So on this day my wife agreed to go into work later than usual due to the service appointment. Well at 10:30 am she calls me and reports that they still have not shown up and I call them to see what is happening. Well a guy there named Mike ordered my appointment canceled because I refused to speak with him regarding why I left a negative review about this issue. If they are not going to waive the service fee to fix the same problem again, what is there to say. I most certainly will not leave a positive review for a failing product or awful customer service both of which I experienced thus far. Then when you think this can’t get much worse, well it does, because, they never called me to make me aware that they cancelled the appointment so my wife ends up missing 1/2 day of work due to their spitefulness. And proceed to go even further, with placing a “Do Not Service” on my account to prevent me from obtaining warrantee work from them. Subsequently, it wasn’t until I told them that if they failed to honor the written warrantee “I would sue them for breech of contract” did they agree to send a service technician to fix it. So a very nice service technician did show up at 11:30 am to replace the thermostat which I do appreciate. Unfortunately, we still had to pay the $93.98 service fee, in addition to my wife’s lost wages due to their vindictiveness. In conclusion, when I decided to spend $9,281.00 on a new air conditioner and furnace I honestly thought that not only Carrier, but New Berlin Heating & Cooling would stand behind the product that I was purchasing. Well truth be told, I will not recommended either New Berlin Heating & Cooling or Carrier to anyone due this extremely poor customer service that I have received relating to this inadequate thermostat design. I just hope that my thermostat, furnace, or air conditioner doesn’t break again under warrantee so that I don’t have to deal with New Berlin Heating & Cooling. Finally, it is my hope by writing this review you won’t have to either because there are a lot of better choices in which to choose from when needing heating and cooling services.

02/17 Installed new furnace and a/c $8,236. AprilAire humidifier was moved from my old furnace to the new furnace. Due to warm winter, very little use of new system. 11/17 - I cleaned humidifier and put in new water panel. 2017/2018 winter - Humidifier leaking. I kept a 5 gal pail under the unit. 11/18 - I cleaned humidifier and put in new water panel. 2018/2019 winter - Very cold. Humidifier ran a lot. Pail overflowed and made a mess. Frustrated, I opened the humidifier again. I could see water running down the front of the panel instead of through it. This suggested that the humidifier was not plump. Using a level, I checked the return air duct to which the humidifier was attached. I found it was out of plumb by more that a full bubble. It became clear to me that when they installed the furnace they did not check the return duct for plumb. I called New Berlin Heating and told Jessica what I had found. She said she would send Brent out to the house and there would be no charge if he finds the return duct out of plumb. Upon arrival, I showed Brent what I had found and he agreed that the duct was out of plumb. I helped him install two braces between the supply duct and the return duct to pull the return duct into plumb. For some reason, he also replaced the water panel with a new water panel that I had on hand. Brent went out to his truck and returned with an invoice charging me $89 for a diagnostic fee. First of all, there was nothing to diagnose. I told him what the problem was and that it stemmed from the original installation. Secondly, I told him what Jessica said about no charge if out of plumb. He called her and told me he still was going to charge me. This is wrong at two levels. First, the installation was not done correctly in the first place and second, I was lied to regarding what would be charged to fix their mistake.

Excellent. The technician was exceptional and the price was fair. Spring (A/C) & Fall (Furnace) tune ups.

This company is great! The scheduler was very nice and the gentleman showed up on time for the estimate and provided several different options at different price points for me to consider. He also answered my questions to help me make my selection. Once I signed the contract, the work was scheduled and again the workers were on time and very nice. I can’t believe I waited this long to put in central air!

Very smooth. Throughout the stages of the job people also came in to remove old units and master electrician came in to do all electrical work. Inspection and instructions on use of equipment was shown to me as well as my satisfaction before payment.

Everything went well. Also asked him about adding cool air returns to help with warmth in the basement and other things which he gave suggestions and was very knowledgeable. Not pushy. Asked about a service contract and signed up. Paid 185.00 which includes the coming spring air conditioning annual service.

I'd give them an "A" for overall service. I would also use them again.

I think they should get more competitive prices. Their service is good so I guess I can understand that.

The price seemed reasonable. They were crackerjack.

They charged me like $300, but that included $178 for the filter the last time they came out. They show up on time. They do their job and it keeps working. They do good job. I do not change people that do good work for me.

They're a very good company. They scheduled me very quickly.

The appointment was set up for today 10-3-2015 between 11 and 12. At 11:46 we received a call from the serviceman that he was on his way. He arrived shortly afternoon, went to the basement and informed us that he did not have parts for Lennox and he would need to do a pressure test on it before they could go any further and that test would be $160.00. Then he said that we would have to make another appointment at a later date for that service. This was the service manager that came to our home. We were not charged anything as we should not have been because there was no service provided. Needless to say, we were not happy about waiting for someone that had been informed of the type of furnace and our needs when the appointment was made.

It went very well. They came on time, were very efficient and cleaned up after themselves. They were polite and did a good job. They represented themselves very nicely. The price was comparable.

He was honest and he did not try to sell me anything that was expensive. He just said that this was the best way to do this. He was nice and helpful. The price was reasonable. I bought an air filter. I would use them again.

They installed brand new heating and AC system in 2009. The units always had problem. The recent problem is about an and quot;outdoor sensor errorand quot;. I called the company last night, and was told they would come this morning. I called the office this morning, and Kelly answered the phone. She said I owed $180 service fee when the technician fixed the Freon leak and cleaned pipe from last year, so they wouldn't come this week. The earliest opening is next Wednesday. Kelly also said that the outside temperature is 95 degrees, and the weather isn't that hot; so I could wait one more week. My AC unit has had problems every year. They replaced a part two years ago, and had a Freon leak last year. The technician checked my unit and cleaned the pipe when he filled Freon last year. So Kelly said I should have paid the service fee when I called her about my heating system problem last winter. I told her I wasn't happy about the AC during our conversation. During the past years, the AC always had problems during the hottest weather of the years, our kids have had to stay in stuffy rooms for few days while the technician ordered the parts and fixed the units. So Kelly agreed to removed the charge after our conversation last year. Today, when I called the office, Kelly told me she is the manager, and she could make the decision. She mentioned again that she didn't care the quality of their work, I still needed to pay the service fee. So I said that I wanted to talk to their manager because she agreed to remove the service charge last year. She was rude and moody; she simply hung up the phone. I called the office again, and was answered by Kelly again. She told me she is the manager and has worked there for over twenty years. This is the busy season, and they can't fix my AC problem this time, and let me find other companies to fix my AC units... Now, I really don't know what should I do. I paid $16000 to install a brand new system, and had to pay additional service fees. I'm so disappointed with their work.

After first scheduling the appointment, I received a call just one day prior to the appointment telling me that the weather was too cool, and they needed a few days of consecutive warm weather to clean the A/C units. Was a little annoyed, since anyone can look at the long range forecast and see the weather. Even so, once I rescheduled, they arrived promptly, and did a great job cleaning both of the units.

I will be hiring them in the future to do a major renovation with moving furnace because of the high efficiency type situation. There is no reason to have it in the center of the house anymore and so will move it to the side. I look for quality and not quantity. They are cheap but they are average.

They did exactly what they said they'd do for the price quoted. They were on time and didn't make a mess elsewhere in the house even though they had to snake through several rooms and all the way to the back of the basement to get to the furnace area.

The installation tech was easy to work with and helped pick a good spot to vent the dryer to outside at. Installation was very clean, and he did a good job cleaning up after install was complete. Post install, I found the flap to the dryer vent was not closing completely, staying open about 3/4 of an inch. They had someone come out the following week to look at the vent again and re-adjusted as best the could to close. After the dryer would complete its run, the vent would now stay open by about 1/4 of an inch. I pointed this out to the tech, but was told that was the closest he could get it. I gave a B in quality because I think a better quality vent could have been used. This looked like the basic entry level vent found at local home improvement stores. I expected a little better quality for the price paid. I do feel cold air getting into the vent pipe during the cold since it doesn't seal all of the way. The pipe run in the basement was very well done. The tech even took out the old unused duct and sealed up the vacant hole, to make room for the dryer vent pipe. It was well supported and taped up nicely to ensure air was not escaping into the basement. I still gave the job an A overall, but was teetering to giving it a B. The job was completed as quoted, though a low quality vent was put in.

My family had a contract with New Berlin Heating (NBH) for 3 homes: 2 furnaces and 3 air conditioners (A/C). The deposit was paid for the work to be done at my home, which was to be coordinated with my basement/foundation work (that was to be scheduled within 6-8 weeks). Shortly thereafter, furnace and A/C work was completed at 2 of the homes. Two weeks after I paid the deposit, I sent an email to NBH representative with estimated date of basement work, requesting a coordinated date for their work. One week later, I sent another request. The representative had been on vacation, but responded that "there shouldn't be a problem". I received another email confirmation. Then, one week before work was to start, I received a voicemail confirming previously approved dates. Six minutes later, I received another voicemail that it would be a week later before my A/C could be put in. After my phone call to them that evening, they said they'd look at their schedule. Two days before I needed my A/C removed, I received a phone call from the NBH representative that they could not adjust their other schedules, "but we don't want to lose your business." When I called and spoke with the owner, Mike Eaton, he was gracious. I explained my disappointment and frustration with their dealings with me. If this representative was going to be out of reach while on vacation, I should have been given another point of contact to schedule my service. And I couldn't understand why they didn't try to make and right and get me scheduled as initially requested. At least Mike sent my deposit back - check was in my hands 2 days later. I am grateful for that. It would be difficult to recommend this company.PS I went with Seider Heating. Please see my comments on their service.

My brother-in-law recommended them many years ago. I was satisfied with them. That was the reason that I went back to them. They came out, they did their job, and then when it was time to do the air conditioning system, I did not even ask to call and they called us and said that they would like to set up a date. We did, and they came out and did their work and hooked it up. I don't even think that it took them a day to install it. I had never had to call them back. They were pretty good when they made their pitch when I wanted everything done. My brother-in-law recommended them many years ago.

I had to have my 26 year old furnace replaced. After receiving a handful of quotes, the New Berlin Heating quote was the most detailed, provided several alternatives. When comparing these to the other quotes with similar/identical furnace specs, their quotes were slightly less expensiver. Installation was scheduled within 10 days. Installers arrived on time and were very efficient with the installation. The electrician and cleanup crew came in when needed. Work finished in several hours. During and after installation, they provided additoinal details on their work activities and the install. I had no complaints. Furnace has been running fine and permits and rebates were processed as expected. I am not one to give all A's, but I was very satisfied.

Price was exactly as quoted. Showed up on time, nice people, cleaned up their mess. Very satisfied.

New Berlin Heating and Air Conditioning did a great job with a furnace tune up. We were pleased with their promptness, professionalism and price. We will definitely hire them again.