Burnside Air Conditioning Heating & Indoor Air Quality

"I’m sorry that things did not go well with our recent service on your mini-split A/C. There are multiple units on the property and more than one residence on the property, so it’s not unusual that Damon needed some guidance from you to find the right unit. Soon after Damon left the property, we were called to look at another, completely different unit, which we had no time to do. I’m assuming we looked at the right unit because your husband called the mfg to confirm our diagnosis. We deal with mfg’s warranties on a daily basis, so you trust that we didn’t run from the job because it’s under warranty. Yes, we did refuse to take a phone call from the manufacturer because we had already left the property and we need to be with the equipment for such a call. The reasons we chose to remove ourselves from this service are two-fold. One, there was a demanding timeline that we could not meet. We can’t just drop everything and run back out to talk to a service rep that wanted us to “try” some things. We are confident in our diagnosis and our schedule is full with clients that have no A/C at all. Nothing was going to be fixed until we could get the new part. Damon had already submitted a part form to expedite getting the part so we could return at a later time to effect the repair to the broken mini-split. We simply weren’t going to be able to fix your problem fast enough. Second, the brand of mini-split unit that you installed does not have a local distributor. It is known to be a bargain, DIY series of equipment and is only sold and supported through online retailers. We have dealt with this brand in the past and have not received good parts and/or technical support from them. As soon as the second guessing started with them, we checked out. It’s a no-win situation for any contractor. We still believe our diagnosis is accurate, since we have a lot of experience with this kind of equipment. I hope you understand our position on this a little better now. I wish everything could’ve worked out better. David Weiss Manager"

"Please tell the whole story. What you're doing here is bordering on libelous. Your beef is with your insurance co., not with us. Our work was only 14% over what the adjuster estimated and they didn’t even provide their estimate until after all the work was done. I don’t think 14% over is exorbitant or egregious and neither would a decent insurance co. If the insurance co. truly thinks we ripped them off, then they should pay you what you’re entitled to and file fraud charges against us. That won’t to happen because it’s the insurance co. that is cheating you, not us, and they know our pricing isn’t unfair. It’s a shame that they’ve left it up to you to try and recoup the difference. Just so we’re clear here, the total of the eligible work that we did, was just short of $7.2K, not $9K like you put in the review. All of the work we did was quoted up front and approved up front before the work was done. When lightning strikes a home, there’s almost always layers of problems. If there’s additional trouble with the unit, you’ve made it clear that you don’t want us back in your house because we won’t just buckle and cover the insurance company’s shortage. That’s fine. Your insurance co. should allow you up to 60 days to find all of the hidden damage and add it to your claim. They know that lightning claims are uniquely challenging. I did go back and review your service history with us and noticed that on two occasions you were offered surge protectors for your HVAC system. Each time you were offered the surge protectors as an optional upgrade, you declined them. Once on 6/21/19 and again on 11/1/19. We offer them because they protect A/C units from things like lightning strikes. In hindsight, it might have been a worthwhile investment. I’m sorry that you’re so sore with us because your anger is misguided. Fight with your insurance co. for the money they owe you and then find a better insurance provider. David Weiss General Manager"

"Thanks for the great review!! We appreciate your business and we'll do our best to always try to exceed your expectations. Kind regards, David Weiss Manager"

"We need to get some facts straight here. The technician was at your home for a little over 2.5 hours to diagnose and repair the system. That's in addition to the 45+ minutes that I personally had invested in the call to come out and assist the technician with running the new control wire. We have a vehicle tracking system on our fleet, so I can 100% substantiate the times for both myself and the technician. It's pretty alarming how different your recollection of the invested time is, versus what is really true. By your math, with a total of 3.25 labor hours at a rate of $750/hour, your bill would've been $2437.50 plus materials. Thank goodness we only charged you $400 plus a service call. That's the facts. It is correct that the initial flat rate quote to run a new control wire from the upstairs attic through a chase to the crawlspace under the house to the outdoor unit was for around $600. We have two price levels to run a new control wire and the tech initially quoted the Level II price. Upon further investigation, the technician thought the job would go pretty smoothly and he called me to discuss it. We determined that the job was not so difficult to warrant the Level II price and we went with Level I price instead. It's important to mention that all of this was worked out while I was on the phone with the tech and he kept the phone line open during the price quote. I heard the technician explain, quite clearly, that the quoted repair price was in addition to the normal service call. I also heard, quite clearly, the acknowledgment from the homeowner that he understood. Everything we do is 100% transparent and we hide nothing. Our goal is always to be fair and flexible. We've been providing top quality HVAC service at a fair price in Collin County for over 60 years and these kinds of reviews are simply not fair. We quoted the price up front, we were flexible with our pricing, we got an approval before commencing with the work, and we completed the job professionally. Plus, we guarantee our work 100%, assuming rodents don't damage the wire again. We don't just make up prices. We have a printed flat rate pricing manual, so that we can quote the cost of a job up front. I invite anyone that wants to talk about HVAC repair pricing, whether it's our pricing or the pricing from another HVAC company, to call me directly at 214-544-6111 and I will be happy to answer any questions you may have. Kind regard, David Weiss Manager"

"Thanks for the amazing review!! We look forward to serving your comfort needs for many years to come. Thanks for choosing Burnside A/C. Sincerely, David Weiss Manager"

"Thanks for the good review. We appreciate your business. I apologize for any inconvenience we caused with the minor oversight during the installation. I immediately addressed the miscue with all of my service and installation teams in our weekly Tuesday meeting, the day after we made the return visit to your home. It'[Member Information Removed] rare that we have a callback on any work that we perform, but when we do, we give it prompt attention because we value your time and your comfort very highly. Our goal is perfection and we are continually training and working tirelessly toward that goal. Thanks again for choosing Burnside A/C for your comfort needs and we look forward to serving you for many years to come. Kind regards, David Weiss Service Manager"

"Thank you for the "A" review. We appreciate your business and we'll see you soon for your seasonal Gold Star heating checkup. Respectfully, David Weiss Service Manager"

"We appreciate your kind words. Your research is correct. There is no such thing as bad HVAC equipment, but a bad installation can make a great system perform poorly. We feel very strongly about providing a top quality installation and we use only the best quality installation materials, equipment, and personnel. A system that is installed well will give you many years of great comfort. We also work very hard to always improve our service and maintain our reputation that is earned over 60 years of hard work. We look forward to helping you when you are ready to replace your other two systems. If you want to milk a couple more years out of the older units, we can help you do that too. We are here to help. Thanks for choosing Burnside A/C for you comfort needs. Regards, David Weiss Service Manager"

"Thanks for sharing your experience and thanks for working with me and letting us recheck your unit. I was able to pinpoint the cause of the missed diagnosis on the first trip to your home and all of our technicians were briefed on the matter. We appreciate you very much. David Weiss Service Manager"

"Thank you for taking the time to post us an "A" rating. We appreciate your business and we are committed to delivering you Grade A service every time. Thanks, David Weiss Service manager"

"Thanks for the great review. I hope you are enjoying your REME Halo air purifier. I know we love the on here at our shop. It is a great addition to any system, if you're looking to improve the air quality. Kind regards, David Weiss Service manager"

"Thank you for the great review. We're very grateful that you choose Burnside for your comfort needs. We're happy to serve you. Regards, David Weiss Service Manager"

"Thanks for the great review [Member Name Removed]. Everything you describe is exactly what we aim to deliver...On time and pleasant service. We truly appreciate your business. Kind regards, David Weiss Service Manager"

"Thank you [Member Name Removed] for the A rating and thank you especially for trusting us to keep you comfortable for the past several years. We'll always do our very best to bring you A+ service. Respectfully, David Weiss Service Manager"

"Thanks for calling us for a second opinion and thanks for the great review. We're pleased that we were able to earn your business. David Weiss Service Manager"

"Thanks for the positive review. We appreciate your loyal patronage. David Weiss Service Manager"

"We appreciate your business and thanks for the A rating. David Weiss Service Manager"

"Thank you very much for the great review. Our goal is to keep you comfortable. From the time your initial phone call is answered to the time we complete the work and leave your home....it's all about comfort. Comfort is our business. Perhaps the most important part of comfort is the customer service. Most every A/C company can make the machine work that keeps you comfortable but we focus an equal effort on the human side. We believe in old fashioned service and delivering an exceptional value. We're definitely not the low price leader in town but we believe that we will give you the most bang for the buck with our value driven service and installations. We look forward to serving your comfort needs for many years to come. Kind regards, David Weiss Service Manager Burnside A/C"

"We appreciate your review. We take full advantage of all programs offered by the manufacturers. That gives us some extra leverage and buying power that allows us to pass savings along to our customers. I'm glad you found us and that you were able to get a better system for your budget. Best regards, David Weiss Service Manager"

"Thanks for the great review. Our motivation is to serve our customers and we don't ever pressure anyone to replace their system. We present all of the options (which may include system replacement) and work to educate and inform each customer so they can make an informed decision. You are definitely correct that older units can have a tendency to be a bit persnickety at times but with a little patience and perseverance, most every system can be repaired. At face value, any repair contractors' pricing may seem high when compared to pricing you find on the internet. Our flat rate pricing includes the part, the labor, up to a five year warranty and overhead (office staff, insurance, vehicles, licensure, etc., etc.). The most important things you get for your money when you hire a professional is peace of mind knowing the problem was diagnosed accurately, the work was performed correctly and you have the support of a professional network to back it all up. We have and will always be a value driven company and will always go the extra mile to make certain that you always get your money's worth. We appreciate your business. Kind regards, David Weiss Service Manager"

"This homeowner has had multiple problems with his aged system; one of which is an intermittent problem that had been a challenge to diagnose. We had been out on his system three times over the course of three months; not four weeks as stated in the review. The combined total of the repairs we'd made totaled exactly $1048.00; not well over $1500.00. Upon receipt of this review, I personally contacted and met with the homeowner within an hour of reading the negative feedback. What was surprising to me is that almost two months passed between our most recent visit and the receipt of this bad review. The good news is that the intermittent issue was now showing up and his unit was currently not working at all and that's what led him to post the review. That's good news because we can actually diagnose the unit when it's in a failed state. On one of our previous visits, we spent two hours just trying to get the system to malfunction and it worked perfectly. When we met at his home, we were able to pinpoint the cause of the intermittent issue and plot a course to correct the problem. I fully expect to have earned an update to this review because we worked things out. Kind regards, David Weiss Service Manager Burnside A/C"