New Berlin Heating & Air Conditioning

Update: 7/29/2021:
I had a very open and frank conversation with Mike (owner of the company) today. He clearly recognized my disappointing experience and wanted to work with me to make things right.
We discussed the “cause and effect” aspects of the events, and he clearly articulated the engineering and wiring aspects of how the capacitor and thermostat were not really connected. In the spirit of making things right, he committed to the following …
1) Refund / return the check. He acknowledged that it should not have happened.
2) Work with the technician on warranty & repair rules. The AC unit would be under warranty and not having a thermostat would have no bearing on the warranty (assuming there was no abuse).
3) Have another technician come by and install a new thermostat (purchased by me).
Willing to make things right and a passion for continuous improvements, speaks volumes about the character of an individual and business leadership.

Thanks, Mike, for standing by your word.

7/28/2021:
I had gotten the AC unit replaced by New Berlin Heating and Cooling in Summer of 2020.
1) July 22, 2021: One year service performed (Tech advised to replace filter)
2) July 24 - 26 2021: AC stopped cooling
3) July 27, 2021: Called New Berlin Heating to get the system checked, I was advised to replace filter, which I did.
4) July 28th: Tech came and replaced the capacitor (as part of warranty). I have no clue what he did but the Google Thermostat stopped working. Additionally, he charged me $93 for diagnostic, which was a total waste since he did not fix the issue. I asked if he carried any thermostats and he showed me a $500+ Thermostat. I did not go for it. Additionally, he kind of threatened me that if I did not replace the thermostat and if the capacitor died again, that will NOT be part of warranty. Finally, the guy asked me for $93 and I asked him to send me an invoice and I will pay it via online check, and he refused. I ended up giving him a check.

I have requested for a call from the company owner Mike and hope that we can talk about this and see how this can be resolved.

I have been a regular customer of New Berlin Heating for over 25 years. When our original furnace and AC needed replacing ten years ago, they did the work. And, we have them over for all service work. Always a good job with friendly staff. Well, yesterday we had a problem with the AC linking with thermostat. There was a misunderstanding and the job should have been a much lower price. No need to go into details, but, I was not happy and let the service guys know and there were words, mostly from me. But, as I had hoped, I had a very nice conversation with owner, Mike Eaton, and it was all taken care of in a very friendly and professional manner. We would not be a 25 year customer if I had not had great service and even with a concern like yesterday, had it taken care of.

We were very happy with the service from estimate to follow up after installation. They made sure that we got the best deals at the time of purchase of our furnace and air conditioner. Also love the recommendation of the Aprilaire unit to control humidity levels. Everyone was extremely professional and meticulous about keeping our home clean both inside and out. We are very happy we partnered with this company!

Have had two other Lennox dealers do maintenance and New Berlin is the best. They found a serious problem with our furnace overlooked by previous dealer. Required a new furnace and the price from New Belin Heating & A/C was competitive and install excellent. I'm reporting two months after install and have had no issues.

We recently had a new furnace installed by New Berlin Heating. Randy Preiss (Comfort Specialist) came over and explained very clearly the options we had. He then arranged to have the furnace installed within the next few days. The technicians did a great job of installing the furnace and thermostat and cleaned up everything when they were done. Everyone we dealt with at New Berlin Heating was professional, courteous and knowledgeable. It was a pleasure dealing with them and we highly recommend them.

After 16 years in our home we did a major remodel which included replacing our furnace and a/c. The installers, Josh and Rob did an excellent job! They were professional, courteous and very knowledgeable. They were so helpful & patient with all of our questions and explained how everything worked. I know we made the best choice when we chose New Berlin Heating & Air Conditioning!

I'd definitely stay away from New Berlin Heating & Air Conditioning, please read until the end to understand. Our Carrier
furnace was about a little over 10 years and it had given us a lot of problems.
A few days ago, it started to blow only cool air and the thermostat showed an error code 13 and 33 with a message that I needed to call
a technician, so I called New Berlin Heating & Air Conditioning. A tech came to take a look at our furnace who I had to pay a $90 "trip charge".
He said the second heat exchanger went bad and I needed a new furnace. I agreed but I told him that I did not want Carrier furnace due to
the bad experience. He told me a thermostat of a different furnace brand would NOT work with our current Carrier brand Air
conditioner (lied! they are probably a Carrier authorized shop). He then gave me a quote for the Carrier furnace which
was over $5K. He was very pushy but I told him I needed a few minutes to discuss with my spouse so he went outside. A few minutes later,
he came in and told me that he smelled gas in front of my house due to the furnace problem (By the way, the heat exhaust pipe is in
the back of my house). Despite what he said, I told him that I'd call him back later that day because we needed to think about it and
shop around a little bit. He seemed a little upset and pressured me that if I did not sign up on site, they would not install it in 2 days
(pressuring us because we were without heat). I said that was OK if they could not install it in 2 days then I asked if the $90 trip charge
would go toward the purchase/installation of the new furnace if I called back to sign up. He replied "NO!" (greedy and unethical, most businesses would waive the trip charge
if the customer used their service). He left us with NO HEAT!
I called a different company (a competitor). A tech came to our house on the same day and he confirmed that the second heat exchanger
was bad. He offered to give us 2 quotes, one to replace the heat exchanger (but may not be worth it due to price)
and one for a new well-known brand furnace (the brand is very comparable to Carrier brand if not better per my research). I asked about
the compatibility of the thermostat with my Carrier air conditioner. He said it was not true, he double checked anyway and confirmed the
thermostat of the furnace brand that he offered would be compatible with my Carrier air conditioner. He gave me a quote for under $5K.
I told him that I'd call him back because there was another company to come out giving us another quote. No pushy or pressure, he was very
honest and professional. BETTER YET, before he left, he told me to get a fan to blow at the furnace, turn down the gas about 50% and showed me to
reset the furnace so it could temporarily keep the house warm for a few days, reset it again if it blew cool air. I followed his advice.
The error code disappeared and it blew about 50% of hot air. He left us WITH HEAT and NO CHARGE! We ended up with this honest company.
We would never consider New Berlin Heating & Air Conditioning again nor recommend this service to anyone!

When my neighbors air conditioner leaked down into ours and ruined a 2 year old unit and ductwork New Berlin Heating was prompt, professional and caring. I had used them to install a previous furnace and air conditioner a decade ago and this time they were the same polite and caring company.

Another big restoration name in the area was a nightmare and unprofessional but the techs and office staff at New Berlin Heating stepped in where they could, took ownership and moved forward.

I would highly, highly recommend this company. Their prices were fair and the service was outstanding.

I had to replace a furnace and New Berlin Heating and Air Conditioning provided the service. The technician who made the assessment was courteous and knowledgeable. Stephen, Kevin and Ethan installed the furnaces. They were awesome. Friendly, knowledgeable and cleaned up before they left. Would definitely recommend New Berlin Heating and Air Conditioning!

New Berlin Heating & Air did a great job replacing our furnace. Scott was a terrific sales person - came to our house quickly, got us set up with temporary space heaters and even stopped by during the install the following day to check up on everything. The two installers were very professional and took the extra time to address a number of issues that arose from the previous install being a “handyman special”. Overall we are quite satisfied with the service that New Berlin Heating & Air provided and recommend them highly.