Burton & Sons, Inc.

This review is not about the quality of the actual service this company provides. I wasn't able to get that far. I called in earlier on behalf of my 87-year old grandfather (who lives across the street) so we could get a quote for a new furnace, AC, hot water tank, and a thermostat with larger numbers. My grandpa asked me to call around and get the quotes because his age and hearing loss are an issue. I was on hold for about 10 minutes (which is fine; I know it gets busy) and when the receptionist picked up, she wouldn't speak or work with me because I'm not the homeowner. I explained that my grandfather is elderly and asked me to call and she told me to just "put him on the phone".

I've spent 25 years in sales and customer service. I understand that people have off days and whatnot. I'm far from what you would consider a "karen" in a situation like this. But come on, man! This seems like it should be a no-brainer. I work with elderly clientele. There are a lot of times they go without doing repairs and updates to their homes because they don't know who to call, they get confused when the person talks too low or too fast or in terms they aren't familiar with. What if the homeowner had dementia? What if they were completely deaf or blind? You wouldn't work with a caregiver or family member just because the person on the deed wouldn't get on the phone.

I'm sure this company does good quality work. I called them because of a referral given to me by family; not because I googled "HVAC near me". I called with high hopes but this interaction really put a damper on my day.

We've used Burton and Sons in the past for small repairs to our furnace and A/C and have always been happy with the service. So when it came time to replace our furnace and A/C we had them quote us along with a few other local companies. Burton's price came in competitive with everyone else so due to our previous experience, we went with them, and we couldn't be happier. I know it seems simple, but EVERYONE that works there is nice. Through our experiences we've worked with Alan, Todd, Mitchell, Greg as technicians and Shelly, Kelsey, and Carol in the office. Every single person was professional and nice. Again, I know it seems simple, but it is such a nice feeling to trust a company to be in and around your house.

In regards to the actual service, they arrived on time both days they needed to work. They worked quickly and cleaned up everything once completed. The price stayed exactly to what they quoted, and they are taking care of rebate paperwork through DTE for us like they said they would. I felt like full replacement of AC and furnace would have been a stressful and long process, Burton made it very easy on us. I would recommend them to anyone.

May 2020 Update - I needed Burton & Sons again but they're now owned by Thorton & Grooms.and they're NOT as customer friendly or price friendly as Burton's was. I'm still looking for a replacement company in June 2020. Older review - Once again I needed Burton & Sons, Inc to take care of a leak. This time it was under the kitchen sink and Mitchell B came in and fixed it. He was always respectful, courteous and friendly. He's determined to fix what needs fixing which at my old house isn't always easy. Mitchell B was fun to talk with and easy to be around. I highly recommend him and Burton & Sons, Inc.

We had a great experience with Burton and Sons! Utilized their online chat to request service on a Tuesday evening, and received a call early Wednesday to confirm. Our technician, Todd, was friendly, experienced, and thorough. Price was very reasonable for the services preformed. We will definitely be contacting Burton and Sons for any other plumbing needs.

Absolutely perfect experience with Burton & Sons. They were able to replace my water heater the same day when everyone else said a week. Their employees were fantastic from the girl on the phone to the two great guys who installed the water heater. They left the work area clean, hauled the old one away, and did a fantastic job with the install. I highly recommend them. A great experience from beginning to end.

Burton and Sons scheduled a tech to come out the same day I called and needed them. David came to my home, explained what he was doing. He took the time to answer all of my questions and he was very professional, and friendly. He finished the job thoroughly and quickly. My air was up and running in no time. I would definitely recommend Burton and Sons for any issues you may have. Professional, friendly, timely,thorough, and affordable.

I just had my water heater replaced and despite the situation, Burton & Sons took awesome care of us! The person that answered the phone was extremely knowledgeable and was able to give me an estimate for what was needed right over the phone. The repair person, Todd, came out the very next morning equipped with a new unit and all tools to fix the problem within 2 hours. I will definitely be using their plumbing services again and highly recommend them! Thank you for doing such a thorough job!

We highly recommend Burton & Sons to all of our friends and family. Our technician was extremely helpful and provided all of the technical expertise we needed when our A/C unit recently failed. We called other repair service providers and couldn't even get a service date scheduled for over a month out. Burton & Sons had a new A/C unit installed within less than a week time frame. We were extremely pleased with the pricing, customer service, and overall technical knowledge.

I'm very pleased with the work Alan has performed in my home twice now. He was very professional, thorough and explained the work as he went along. His customer service standards and work ethic are remarkable. I know that Burton & Sons is not the cheapest in town, but I do believe that their value holds true with the level of quality service they provide.

Todd and his crew were great. Very clean, very respectful of our house...most importantly honest and transparent about the work, issues, options. Not the cheapest estimate, but not the highest either...but with working with several plumbers before, Burton and sons fixed our issues, to code, and gave us piece of mind. They never complained about our crawl-on-your-belly crawlspace, and didn't take shortcuts. We now have piece of mind regarding our home's plumbing and its fine workmanship. Thank you Todd!