Burns & McBride Home Comfort

We contracted Burns and McBride to replace our home AC/Heating Unit when we switched to gas. We had trouble with the unit in the first year following installation and after much back and forth we learned it was a lemon with rusting of major interior parts (maybe from sitting on a ship somewhere I’m port). Their technician that found this showed us and was horrified and apologetic this unit had been installed in our home by the installation team. The company had to replace the entire unit; thankfully it was under warranty as the company still gave us a hard time trying to fix the parts first to no avail. Now, less than five years later our second installed unit/air conditioning, in the heatwave of early September, stopped working. We had a technician out only to have it breakdown again less than 24 hours later. Now a weekend, we had a technician out again who offered a different diagnosis suggesting there was an issue with a major part of the unit. Burns and McBide wanted an extreme amount to cover the cost of the technician coming out on the weekend evening. They will cover the cost of the parts but expected a steep price for labor to diagnose and fix the unit. We believe that the unit shouldn’t have major issues in only 4-5 years time and worry that we have another lemon which will continue to have issues. We have tried repeatedly over the last month to communicate work with Burns and McBride on a solution or compromise to the financial hit we are concerned about in addition to getting a working unit which we fully paid for. The employees taking our calls gave us Tom McBride’s direct phone number. He however will not pick up and has not called back. It has been miserable for over a month without a working air conditioning unit. While o am hoping to still find a resolution to our issue in the immediate future, I would not recommend this company. They have been negligent in providing the services we paid for and the ghosting of customers in need when their products installed don’t work is criminal.

great and technician was very accommodating

It was excellent. From the sale consultant, installer was wonderful. Profession in every way. They came on time and clean up after themselves

Showed up on time, followed through with scheduling and installation

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I have used them for years!

Excellent. First rare people/company.

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Overall a very good experience. Sales and Service people were punctual and did a very nice job.

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So far, so good . . . actually great! We got two estimates with "apples to apples" comparison, so we knew that both companies were bidding on exactly the same thing. Steve (salesman) at Burns and McBride followed up promptly after submitting the proposal and was very responsive in answering questions. Although the original proposal from Burns and McBride was higher than the other proposal, Steve was eager to meet and beat the competitor - and threw in a humidifier for no extra cost. He assured 100% satisfaction, stating that Burns and McBride was the largest Carrier dealer in Delaware. Once we accepted the proposal, the installation was scheduled in a timely manner over two days (1st floor and 2nd floor units.) Ramon was the lead installer, with Calvin (I believe that was his name . . . sorry if I am incorrect!) as his assistant. They were very professional and worked diligently over both days. Based on our experience with Burns and McBride thus far, we have no reason to expect anything other than outstanding service for yearly maintenance calls.

Burns and McBride has been fine. They were very responsive. They're our old company. They maintained our furnace for years. It's natural that we would go to them. They've been fine over the years. They're excellent. We had a contract with them so I'm still using them and will continue to use them.

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The price was competitive and they are a pretty large company so we took a chance. They ended up sending out a completely inexperienced young technician to do the work. He did such a horrible job that we had to have them out two more times over the next few months to fix duct work that was actually falling down, large amounts of heat leaking from poorly insulated (in some cases no insulation at all) joints and water leaking from the air conditioner and humidifier. Even their own technician was shocked at the low quality of the installation. It was a mess.
Also the sale tactics are dishonest. For example, make sure they are up front about their warranty. They offer a long 10 year warranty but to get it you have to sign up for their yearly maintenance service (which they do not tell you up front). For the yearly maintenance service they want to charge us over $500 per year. However, if you don't pay the warranty is invalid. I found the work to be low quality and the warranty and service are not very good. I would just stay away!

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Very neat and courteous.

I was a bit annoyed that it took them several months to schedule a routine service. It's a hybrid system -heat pump provides heat until a temp is below a certain temp before oil burner is used. It has saved us so much money- we use so much less oil!!

Burns and McBride has taken care of our trash for the past 18 months.
The service has declined since they outsourced their trash pick-up.
Their holiday schedule is inconvenient, the trash collection time varies
from week to week, and the trash collector constantly leaves the can in
the middle of the drive, blocking the entrance. We've decided to
cancel our service with this firm.

I did not go with this provider as they were not flexible for how I could pay for the service.

They were great. If they forget you, they send someone back out. They even had a promotion at the time - they sent me a $50 Visa gift card.

They do that every year and we've been with them for about 3 years. If something is wrong and needs to be replaced it's a little expensive, but they do quality work. We have a contract with them. We spent and additional $120 to have some filters replaced this year.