ComplaintsforBerkeys Air Conditioning, Plumbing and Electrical

• Initial Complaint

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Lack of ***************************

  

  Business response

  06/19/2024

  Our tech went out and performed a leak search as requested. We spoke with ************ and informed him that it is our policy to not discuss pricing over the phone. This is a long standing policy at Berkeys and we try to stay competitive in the market with policies such as these. We have taken Mr. ***** concern under advisement and have reviewed the policy. Ultimately we have decided to keep our  policy as is. We appreciate ************ for reaching out to us and expressing his concern as well as sharing his feedback.

  Customer response

  06/19/2024

  Complaint: 21775138
  
  I am rejecting this response because: I do not agree with your policy of not disclosing cost when the request is very specific. I do understand that you are not able to disclose pricing when the issues are not known such as "my AC is blowing hot air". I believe your policy is an excuse for abusing customer trust and a way to get to the customer to leverage manipulation tactic to get the business and sell service plans. Frankly, your practice reminds of the car shopping experience where they try very hard to get you to the showroom because they know they "got you" once you're there. You mentioned this is an industry standard, that does not necessarily mean it's right, fair or honest. I am asking the BBB to treat my complaint as "unresolved" for now.
  
  Regards,
  
  *******************

  

  Business response

  07/01/2024

  We give every client an chance to make a decision on our services before we begin work. To provide transparency, every client has to sign an estimate approval before we begin any work. Once again, this is a long standing policy at Berkeys that is very common in the marketplace and we will keep our policy as is. 

  Customer response

  07/02/2024

  Complaint: 21775138
  
  I am rejecting this response because it does not address the issue raised in my complaint. I request that my complaint be tagged as "unresolved". If the business does not want to resolve the issue, I am good with "unresolved" status. 
  
  Regards,
  
  *******************

  

  Business response

  07/10/2024

  Customer Concern(s)
  

  -We have addressed the client's concern by explaining the "over the phone pricing"policy.  We have reviewed the policy and decided to keep it as is.
  

  -We provided transparency by providing the pricing before beginning work. The process of providing pricing before servicing a client insures that there is no manipulation because this gives them a chance to make a decision to use or get a second opinion.
  

   

  State the facts as you see them
  

  -Our tech went out and performed a leak search as requested. The client signed an estimate to approve the work before we serviced their home.
  
  
  

  Actionable Items/ Resolution
  

  -There is no more action to be taken or reason for a billing adjustment because we performed the service as requested by the homeowner.

  Customer response

  07/14/2024

  Complaint: 21775138
  
  I am rejecting this response because: It's the same comment/excuse we heard before. No need to reply again as I'd like to keep this complaint as "unresolved" and share my experience/feedback on social media as appropriate.
  
  Regards,
  
  *******************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 20th, 2024 I paid $8521.35 for a new AC unit. Part of that was $99 for an annual cooling and heating tune-up to the system. I called today (May 22nd) to schedule service prior to the start of Summer (I never called for the heating tune-up). They informed me that no one would be available until the end of August. ****** would be almost over at that point and a 3-month wait for prepaid services is excessive, in my opinion.

  

  Business response

  07/01/2024

  We can accomodate this client for an A/C tuneup anytime from Tuesday and after of next week (July 9th).

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 24, 2023 Berkeys sent *********************************************-(their employee) to my home for electrical services. March 25, 2023 ************************ returned and presented himself as Berkeys. He was in my home and backyard from 9:30AM to 5:30PM as a imposter for Berkeys and uninsured. He removed/stole (3) brand new double flood lights from the home without permission. The home is a new construction. He broke (1) light switch inside the home without informing me. In addition he left the wall areas near the switches dirty and trash from the walls where her removed switches. I notified via email Berkeys Office and they had no knowledge Q. Washington serviced my home March 25, 2023. April 6, 2023 Berkeys sent ******************* and another unidentified individual to home to review damages. It was determined (1) multiple light switches required repairing and re-wiring, (2) five light switch plates were taken, (3) three flood lights were taken and (4) inadequate install of backyard lights. ************ returned to complete additional work that was not completed April 6, 23. Berkeys was notified again that wiring/electrical work wasn't working properly. May 3, 2023. ************ returned to the home and requested that I pay for the visit May 3, 2023. The work to be completed was a continuation of the work their employee(Q. W) failed to complete and inadequately performed. ************ was hostile in my home. The Manager for ************ contacted me and stated I needed to pay for services when the service request was a continuation of the March 24th and 25th, 2023 service. When I requested to speak with the owner **** ***, the Manager for ************ stated that **** *** he refused to speak with me. According to Berkeys invoices their Limited Warranty warrants its work to be free from defects in material and workmanship for the warranty period of (1) year from completion unless otherwise stated in writing on the face hereof. I had to hire/pay another electrical company to assess and correct Berkeys work.

  

  Business response

  09/17/2023

  We have talked with this client with next steps. We are awaitinf information from the client in order to determine next steps.

  Customer response

  09/28/2023

  Complaint: 20501204
  
  I am rejecting this response because the following:

  Berkeys Air Conditioning, Plumbing and Electric never requested that I provide next steps. In my last conversation with ******************** on September 18, 2023, ******************** stated he would discuss amount to correct issues with Management(CEO/Owner). 

  The TOTAL amount to correct issue:   $1868.45

  (1) Reimbursement for initial service appointment request $69.99.

  (2) Reimbursement for Initial Assessment fees of Berkeys work in backyard from a new electric company $198.00

  (3) Reimbursement for Dining Room Wiring Correction $215.65

  (4) Reimbursement for the purchase of all new wall switch plates for the home. According to Berkeys they do not have matching switch plates that match the other wall switch plates in the new home. Berkeys was not able to locate the wall switch brand for the 5 their employee removed from the home without permission. The employed also damages a wall switch as well. Cost for [27] - 3 wall switches $448.20 and Cost for [17] - 2 wall switches $231.71- Total for switches+$679.91

  (5) Additional cost for installation of light switches $920.55

  Regards,
  
  *************************

  

  Business response

  10/13/2023

  The client has not provided us with documentation on the total amount to be reimbursed. On client's conversation with Manager *************************, he asked for documentation so that it could be reviewed by management. The attached items equal 1187.55.  There is no documentation for the remaining balance asked.

  Customer response

  10/13/2023

  Complaint: 20501204
  
  I am rejecting this response because: ******** continue to respond to they complaint with empty answers. ******** was provided documentation on 8-21-2023, 9-17-2023 and 9-28-2023 that included pictures of the evidence and invoices that documented expenses due to the negligence of their employee. In addition, their employee returned to my home the following date of service and presented himself as a ******** employee. The light switches in my home were damaged. Light switches and fog logs lights were removed from the home. My most recent invoice submitted September 28, ****************************************************************************** the home. 
  
  Regards,
  
  *************************

  

  Business response

  11/05/2023

  We have sent the Blue Line invoice for ****** to Management for a review for approval of refund

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had the full 'plumbing, ****************************** membership for years now. The service calls have mostly worked out, but WAY overpriced.******** always prides itself on 'Reliable emergency Plumbing, Electrical, AC, Heating service, 24/7, year round when you need it!' motto found on the front page of their website, and the people who sell you on their service. Being a member, it was conveyed to us that if something were to ever happen with our services and we needed them, we would get priority as members to have a tech out at any time to help us with our issue, as advertised.Now that it just started turning 90+ degrees outside, we noticed that one of our air conditioning units was not working. We called at 9pm on Friday night to let them know so we could hopefully get someone out this weekend (if not tonight) to help us. Instead, the dispatch lady was rude and told me the first day they could get to us would be TUESDAY and that they didn't schedule times - we just have to be ready when they can get here. FOUR DAYS WITH HEAT PROJECTED TO BE OVER 100 DEGREES - AND THIS IS 24/7 SERVICE?!Membership and thousands of dollars spent with this company, and this is the kind of treatment we get?! 24/7 emergency service. BS. These are sub-par, snake oil salesmen that give you a false since of protection with their over-priced membership.

  

  Business response

  06/26/2023

  PRICING- We acknowledge that our pricing is not the cheapest available. We feel that our pricing reflects the quality of work, as well as the level of certification that our technicians are required to maintain. All of this is built into the cost of every job.

   

  REPAIR- Our records indicate that the repair was canceled by the customer and they would call back to reschedule. We are more than willing to get his unit repaired a timely manner

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Berkeys on 2/26 because I had a broken handle on a toilet, a leak under a bathroom sink, and a toilet that ran frequently. I booked service for 2/27 and asked what the service call fee was, which was $69 according to her. The rep on the phone was unable to give me a quote for the whole service, but told me the tech would give me a quote on-site for all the services and no work would start until I agreed to the cost. My husband was home on 2/27 and the tech told him all of my toilets needed replaced for $2200 (the least expensive option was $1400) and manipulated him into signing up for a $100 per year membership. The worst part was, the tech charged him $289 to create a quote! I have sinced fixed all issues with a handyman for less than $300 total and about 45 minutes of time. I now know how to fix these things myself and Im absolutely convinced that the tech was either completely ignorant of plumbing or we were being scammed into replacing our toilets for an exorbitant amount of money. I called and complained on 2/27 in the late afternoon once I heard about the experience. I received an email on 3/7. I responded on 3/7 and never got a response. I am out $389 for berkeys to do absolutely nothing!!

  

  Business response

  03/22/2023

  We will refund ****** to the client as a customer courtesy. We performed the following below: 

   

  Preform the following listed
  *Preform two Minor Tank Rebuild Fill Valve, Flapper, and supply line. One located on 2nd floor, one located on 1st floor
  master bathroom.
  * Preform Major Tank Rebuild - Replace fill valve, flapper, flush valve, supply line and tank to bowl bolts @ 1st floor hallway
  bathroom toilet.
  * Replace Chrome Flush Handle @ 1st floor hallway bathroom
  after discussion of replacement a total 3 of toilets, customer will tech out to tech directly @ ************. If and when
  ready to move forward w/ opt 1.

  Customer response

  03/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  06/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A year ago I purchased a whole house backup generator from Berkeys, *********, *****. The total cost was $20K. The generator was defective and I found this out after an electrical outage by Oncor. When Oncor turned the electricity back on, it blew out the generator. The company sent out a tech. the next day since I had no electricity for 16 hrs. I was told that the circuit board/chip on the generator was blown. The company said that they would "try" to get a replacement part.. After several months and over a dozen calls they have been unable to locate one. I told them that they need to replace the entire generator and deal with the manufacturer on this issue. They have failed to do so for months and have been totally unresponsive. At this point, I want them to either remove the generator and refund my money or install a new one that works, even if its another brand. I also want proof of the city inspection, which they never gave me on the current defective one.Thanks!

  

  Business response

  07/13/2022

  We have been in contact with the client to help find a solution. We have been reaching out to different avenues to acquire specific part needed for this client's generator.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid for a whole new AC and duct install from this company in March of 2022. To the tune of $40k. We started experiencing issues in June 2022, not 6 months later. We called them to come out and fix the issue. The company sent the same technician twice and we were told that it was a plumbing issue. Berkeys sent a plumber out to tell us that it was the drain pipe from the AC/furnace that was clogged. We were charged $70 for something Berkeys should have fixed within the 1 year warranty of work. They then told us that we needed to sign a waiver that any work done is not their fault. Im so ****** and feel like Ive been taken advantage of by this company. Theres no way they are A+ rated.

  

  Business response

  07/05/2022

  We have reached out to Service Managers and Operation managers to address client's issue. 

  Customer response

  07/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  These people are con artists. I called them to fixed a gas leak around a coupling at the gas meter. The only reason I called them was because they were listed as a member of **************** Dealer Network which offered a 20% discount (up to $250). The dispatcher who made my appointment said they would accept the 20% discount coupon but when the technician arrived, he said his manager told him they wouldnt accept the coupon.They immediately started pushing their annual membership for $100 that renews automatically which basically offers nothing but a 15% discount off their outrageous rates. They charged $575 to perform a pressure test that took 30 minutes. Instead of offering to fix the area that was leaking they wanted to replace the entire gas line from the meter to the house for $2,700. When asked why they dont just fix the area that is leaking the technician stated that they dont do it that way. I would never have agreed to have them perform a $575 pressure test if they were only willing to replace the entire gas line in the yard. I basically paid them $575 for nothing. I called another licensed plumber who came out the next day and replaced the coupling and pipe leading to the gas meter for $385. This price even included the air pressure test. Avoid this company at all costs or you will be sorry.

  

  Business response

  06/22/2022

  We will refund the client 575, the full cost of the service.

  Customer response

  06/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had ******** out for routine HVAC maintenance on March 28, 2022. During the inspection the technician identified/quoted several repairs - Cleaning condenser coils, replacing fan wheel, adding refrigerant. Less than 1 month after the repair, the blower motor literally caught fire. I had another HVAC company inspect and received a report from them that the blower wheel was not installed properly by ******** tech and caused the issue.I then contacted ******** to have them return to see what options were to correct the problem - it was difficult to speak with a manager I had to call multiple times before someone finally returned my call. They then sent the same tech to my house that evening, and that experience turned out DREADFUL. The tech showed up with a thick attitude - first he claimed to have NO IDEA why he was there, asked me what was going on and said noone gave him a heads up about the issue. I then proceeded to share with him the situation and the report from the second opinion regarding installation and he began violently arguing with me that his installation was perfect and he knows he installed it correctly. I challenged him to even go look at the unit to see for himself before he could make that claim, since it was a month ago that he was here, but he insisted there was no possible way he made any mistakes. Sure enough, after looking at the unit he came downstairs and played dumb and said yep, looks like your blower motor simply failed - I can get you a quote for replacement. I literally just paid this company $1500 to repair this unit 4 weeks ago, and now he wants to charge me more $$$$$ to fix his mistake.He was extremely argumentative with me when I asked him what options we had with a warranty given we followed his repair recommendations AND have a competing opinion that the installation was even done properly, and ultimately had to ask them to leave my house as he was wildly combative with me.

  

  Business response

  05/05/2022

  We sent out a recon tech and completed the needed repairs to the unit.

   

  Tech notes:

  Replaced parts on downstairs furnace. Parts replaced: blower housing, blower wheel, blower motor, 10 mfd blower capacitor, furnace control board. Tested system operation and found the downstairs system to be operating within manufacturer specifications. No other mechanical or electrical issues present at this time.
  

  Customer response

  05/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ******** took extra care to ensure my issue was completely resolved, the extra care and concern due to the initial mistake by the service technician was much appreciated and I will continue to use ******** in the future given how they responded to the issue.
  
  Regards,
  
  *************************

• Initial Complaint

  05/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a quote just before August because my fridge outlet went out and I was home with four kids and no fridge. My hvac also was having like a power shortage. The electrician came out and told me my set up was a fire hazard and that I needed a ton of work etc. I was afraid the way he made it seem my house would catch on fire and trusted his judgement. On august 11th they came out to do work. On the quote I was told they would have to put a 20ft electrical pole due to the swimming pool, cold water bond, fix all ground wire issues with the outlets and replace them to code and if they are reversed he said they would fix it. First of the pole is no where near that, in addition was charged for a cold water bond that was NEVER installed, I said that I wanted the outlets changed in the house because I was told some were not grounded, reverse etc. I was told those would be corrected. They switched some of the outlets and they are still NOT GROUNDED to code infact my power surge for work keeps giving me a building fault warning. In addition, they exposed my family to asbestos, and have caused so much financial damage to us. I had to contact a lawyer because they placed a false lien on my property , they did not give proper lien notices, nor did my husband sign anything and we both claim homestead on our property. I want the lien to be removed and will be sending them a legal drafted form both via email and mail to release the invalid lien. They preyed on me as a woman not understanding the exact scope of what needed to be done and how it should be done. We offered to pay for the items they did do satisfactory and tried to work things out but the person **** i believe yelled at me and said he would just foreclosure my home. They tried to use fear to get me initially to do all this work that apparently I did not even need, and then they didn't even fix the issues that were needing to be fixed. The hvac is still having issues. I want the invalid illegal lien removed.

  

  Business response

  05/11/2022

  Client called and stated that some of the work we quoted was not done and that we had disturbed asbestos while in the attic. We wanted to come back out and check the status of client's home in which they stated that there were some pending services that needed to be installed (Cold water bond). Clients told us on 8/25/21 that they wanted to wait for us to come back out to complete any uncompleted work due to them having someone out ot do an asbestos report. We called client on a couple of occasions (9/1, 9/7 and 9/25) to obtain a copy of asbestos report that client stated they had completed. We have never received report. Client stated that their lawyers does not want us to come back out to check or fix anything and they only wanted to pay for certain portions of service that they were satisfied with. The client's wanted itemized report on services performed and we sent back to clients in which we sent to them. 

  Customer response

  05/11/2022

  Complaint: 17127092
  
  I am rejecting this response because: This is not true. I stated I DO not want them to come and fix the items. I wanted them removed from my ****. In addition, they placed an ILLEGAL lien on my property. I have attached the lien release letter. I would like them to release the illegal invalid lien on my property immediately. My husband did not sign any contract, and it is our homestead property. They did not provide required notice of lien or copy of lien with required statements, and it was not filed in correct time frame in accordance with ***** Laws. I opened this BBB to notify Berkeys that the Lien is invalid for the reasons discussed above and to provide Berkeys with a final opportunity to release the Lien prior to the Owners moving  forward with our claims against Berkeys in Tarrant County District Court. 

  
  As explained Berkeys will be liable for significant damages if Berkeys refuses to  comply with this demand and continues to maintain the invalid lien. Time is of the essence, and  as such, Berkeys has five (5) business days to comply with this demand by returning an executed and notarized copy of the Release of Lien enclosed herewith to  *************************** If Berkeys fails to do so immediately, then the Owners will move forward with obtaining an Order Removing Invalid and Fraudulent Mechanics Lien from a Tarrant County District Court, including monetary damages from Berkeys. 
  

  
  Regards,
  
  *******************************

  

  Business response

  05/19/2022

  We have released the lien for this client. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩