Brennan Heating & Air Conditioning

I have had an overall horrible experience with Brennan. The office staff are totally unresponsive, either through calling and leaving voicemail, or calling into their answering service (they claim to be open on Saturdays, but they only have an answering service… and claim they will call you back first thing on Monday… but it is Thursday evening and still no call).

I received a quote in April and the first install availability date (I was available any day or time) was July. I was told the office would call me in a few weeks for payment… and then nothing. I called the sales rep in June as I had not heard from the office people and was ensured my appointment was still good, and installation would take from about 8:00AM to 3:00PM.

The day of my appointment came and the installation people showed up right on time and were friendly and seemed to do great work… although two of the people left early, abandoning the third installer, who was here well past 5:00 or 6:00PM.

I was told a fourth employee, a “technician” was required to run refrigerant line and to pressurize the system, but most of them were out of the office, and that the office had known for two weeks that the technician was not coming out. So at the end of the day, I had about 80% of an air conditioner system and was told I would now have to be available the next day as well… again with no notice ahead of time, so my schedule had to be rearranged. I was told the technician would be here the following day between 11:00-1:00, and install should take a couple of hours to finish.

The next day the technician didn’t show up until 2:00, and were here well past 6:00 again. The technicians were friendly (although one asked to use our restroom, which I had no problem with, except he used the restroom with the door open, and then went right back to work without washing his hands).

I was then given the paperwork needed and told to schedule the require inspections on my own.

First was an electrical inspection, and the first thing I was told was the inspection could have been done remotely by the installers, but that Brennan refused the remote inspection, requiring me to be home a third day now…

A few days after the installation I noticed an unsealed section of the air conditioner/blower area and a significant air leak, blowing cold air out into the garage… causing the air conditioner to run longer since the cold air was not getting inside.

The next inspection was mechanical, which we failed… apparently the installers were required to leave proof of a pressure test being completed, and they did not leave the proof.

So I’m now having to call about a third issue, and called the office. Where I reached their calling service. I reported the air conditioner leak and the failed inspection and was told I would be called back first thing Monday… third issue… third no call back

I also contacted the company handling a rebate, as I was told the electronic option for the rebate card would take about a week. Four weeks later… still no rebate. I called the company and they were not able to find the order entered by Brennan… eventually with my other info they were able to find it, and the rebate had been entered with my wrong email and the option for a mailed rebate card (4-6 weeks required)… even though the Brennan staff specifically asked me for electronic or mailed and I specifically mentioned electronic and was told I would have it in a week.

Although my interactions with the sales person and the installers was generally good, the office staff and employee schedulers making dealing with this company unbearable. I highly recommend against doing any business with Brennan.

Update:

After getting my credit card company and Better Business Bureau involved, Brennan finally fulfilled all of the financial agreements

Now, after having to do my first filter change, I found their installers were kind enough to glue/epoxy my filter into the furnace, so it couldn’t easily be removed. They also placed the exhaust venting for my water heater and furnace in front of the filter port.

Had a mini-split AC/Heat Pump system installed. They did a great job and we really love the new system. Highly recommended company.

We hired Brennan for a panel/meter replacement and a whole home rewire (upgrade from knob n tube), which was bid at over $20,000. We chose this company because they had immediate openings to complete the job. The job was bid to take 4 days (similar timeframe as the other companies that we received bids from). It took them over 9 days to complete our job spanning over 1 month because they consistently overbooked their schedule and often sent only one technician. Then the main electrician informed me that the other electrician on our job was not qualified to do the work or wasn't performing the work to standard so they pulled him off our project.

Besides the time it took them to complete the job, they also did not clean up after they worked leaving dust/debris on carpets, floors, window ledges and all over our stuff in the basement. I asked them to use dropcloths, which they began doing but they shook out the cloths in my kitchen. There were large overcut holes in our walls, which they came back to patch after I sent pictures to their field supervisor. They also cut power to the outlet that powers our secondary refrigerator and spoiled over $500 worth of food.

The worst part of the experience was the horrible customer service I received from nearly everyone in their company. I called their L&I administrator, Jim H. We talked on the phone once where I explained my frustration over the amount of time it was taking and the lack of communication by the electricians on my job. He said he would talk with them and call me back but he never did even after I left messages for him.

After I threatened to contact BBB, I was contacted by their field supervisor, Joe H. He agreed to give me a 5% discount for all the issues we had with the under qualified electrician and how long it was taking to finish the job, as well as a $500 credit for the spoiled food. However, he has not returned any of my calls, texts or emails after I discovered they tacked on an additional $2000 above the bid price. Four months later, I am still waiting to get the final bill so I can pay the remainder, and finally be DONE with this company.

Worst customer service ever!!! I am telling everyone to avoid this company.

In regards to their reply to my review, they have absolutely not attempted to contact me to resolve any of my issues. I have phone logs and emails that show how many times I have contacted them with NO response. I did receive yet another bid on Dec 10th (which I already have multiple copies of) from their office staff after I left messages for Joe Harris yet he never returned my calls, texts or emails. I don't need any more bids folks! I need a final correct bill or invoice so I can pay you and be finished with your company!

The guy comes inside the house with dirty shoes and when asked to put shoe cover he puts on but walks on the dirty garage and again comes in. Not professional. Cleaning of the AC unit outside was not thorough. Hope Brennan sends some one who cares about their customer much more next time.

After initial consultation, their representative would respond to any questions within a day.
On install day, the crew showed up within the window, and got all work done within their quoted time. All the installers were courteous, professional, and communicative. Installation went off without a hitch.

I gave them 4 stars for a couple reasons. Would've given 4.5 if that was an option. From the time I paid up front for their service and equipment until the time everything passed inspection, it was over 6 weeks. Seemed a bit long. Also, the guys who installed the outside AC unit, left the sod they removed laying on my lawn, damaging the grass under it. Other than that, things were done according to schedule and workers were respectful.

We had a new Lennox furnace and A/C installed in my home on 16 Nov 22. The services provided by Brennan staff was outstanding. Both the installers Sergio and James were on time, completely explained the 5 W's before starting, they were efficient, cleaned up as they worked, explained how each part of the system and how to use. Great service, great customer service.

Everything seems to be working fine, but they sure made a mess on the north side of our house. They routed the conduit 2 feet above the ground, rather than at the bottom of the siding. Better yet, they should have routed it underground, like was done at most of homes in our area. When I asked them to redo it, they said it didn't matter how bad it looked - as long as it met code, they would not fix it.

We got air-conditioning installed by this company four months ago and also the control panel that controls the heating and air conditioning. The control panel went black the night before last night, and we've been trying to reach Brennan ever since because there is no way to control the heat in our home and our house is freezing. We tried to contact them on the regular number and emergency line several times and have still gotten no response back. We have also left several voicemails explaining to them what's going on. Our whole family has had to sleep in the living room by the fireplace the last two nights because our house is so cold. This is an emergency situation and we have never dealt with customer service this terrible in our lives.

Called for service and was assured that "A technician would be contacting me shortly". Waited hours with no contact. Called back, same messaging. It was Sunday, so figured they just didn't have coverage. The next day (Monday), called again and was told "Oh, were not actually open on Sunday". I asked again for a service appointment and was promptly sent to a full voicemail.

This place is terrible.