New Berlin Heating & Air Conditioning

They never responded to my request for quotation. Work has been done by another contractor.

I had a Carrier furnace and Air conditioner installed in 2014 with a touchscreen thermostat by New Berlin Heating & Cooling. Now for the 2nd time, I am needing a new touchscreen thermostat due to the touchscreen failing. The 1st replacement was in 2016 due to failure of the same part. However, to get the thermostat replaced under warranty they want money for a service call and I rarely use the **** thing because I can use my phone to adjust the settings so for it to break this often is unacceptable. Plus, the thermostat really should last longer than 2-2.5 years. Working with New Berlin Heating & Air Conditioning the customer service has been poor to say the least. When I called to have the thermostat replaced for the 2nd time, I was informed that it cost $93.98 for a service call so I told them not to come because I thought I could have another company to replace it under warrantee. After all, why should I keep paying the same company to fix the same problem. Doesn’t it make sense to hire someone else? Unfortunately, because they installed the furnace my only choice was to have them fix it due to the warrantee. So I called them back to have them come replace the thermostat and was told that there was no $93.98 service fee which was wonderful news. However, about 1 hour later I received a call from them telling me that the service man was on his way and that there was actually an $93.98 service fee. I explained to them that I was told there was no service fee, but it was their mistake and they were sorry. However, if I wanted this thermostat replaced under warrantee, by them, I had to pay the $93.98 service fee which left me feeling furious, so I told them not to come at all and I was going to figure something else out. Well the only solution to this thermostat issue is to pay $93.98 for a service fee to have the thermostat replaced under warrantee. The furnace, AC unit and thermostat communicate with each other so they all have be as one. Begrudgingly, I accepted the fact that I would have to pay $93.98 to have the thermostat replaced and scheduled the service appointment for November 29th at 9:00 am. So on this day my wife agreed to go into work later than usual due to the service appointment. Well at 10:30 am she calls me and reports that they still have not shown up and I call them to see what is happening. Well a guy there named Mike ordered my appointment canceled because I refused to speak with him regarding why I left a negative review about this issue. If they are not going to waive the service fee to fix the same problem again, what is there to say. I most certainly will not leave a positive review for a failing product or awful customer service both of which I experienced thus far. Then when you think this can’t get much worse, well it does, because, they never called me to make me aware that they cancelled the appointment so my wife ends up missing 1/2 day of work due to their spitefulness. And proceed to go even further, with placing a “Do Not Service” on my account to prevent me from obtaining warrantee work from them. Subsequently, it wasn’t until I told them that if they failed to honor the written warrantee “I would sue them for breech of contract” did they agree to send a service technician to fix it. So a very nice service technician did show up at 11:30 am to replace the thermostat which I do appreciate. Unfortunately, we still had to pay the $93.98 service fee, in addition to my wife’s lost wages due to their vindictiveness. In conclusion, when I decided to spend $9,281.00 on a new air conditioner and furnace I honestly thought that not only Carrier, but New Berlin Heating & Cooling would stand behind the product that I was purchasing. Well truth be told, I will not recommended either New Berlin Heating & Cooling or Carrier to anyone due this extremely poor customer service that I have received relating to this inadequate thermostat design. I just hope that my thermostat, furnace, or air conditioner doesn’t break again under warrantee so that I don’t have to deal with New Berlin Heating & Cooling. Finally, it is my hope by writing this review you won’t have to either because there are a lot of better choices in which to choose from when needing heating and cooling services.

02/17 Installed new furnace and a/c $8,236. AprilAire humidifier was moved from my old furnace to the new furnace. Due to warm winter, very little use of new system. 11/17 - I cleaned humidifier and put in new water panel. 2017/2018 winter - Humidifier leaking. I kept a 5 gal pail under the unit. 11/18 - I cleaned humidifier and put in new water panel. 2018/2019 winter - Very cold. Humidifier ran a lot. Pail overflowed and made a mess. Frustrated, I opened the humidifier again. I could see water running down the front of the panel instead of through it. This suggested that the humidifier was not plump. Using a level, I checked the return air duct to which the humidifier was attached. I found it was out of plumb by more that a full bubble. It became clear to me that when they installed the furnace they did not check the return duct for plumb. I called New Berlin Heating and told Jessica what I had found. She said she would send Brent out to the house and there would be no charge if he finds the return duct out of plumb. Upon arrival, I showed Brent what I had found and he agreed that the duct was out of plumb. I helped him install two braces between the supply duct and the return duct to pull the return duct into plumb. For some reason, he also replaced the water panel with a new water panel that I had on hand. Brent went out to his truck and returned with an invoice charging me $89 for a diagnostic fee. First of all, there was nothing to diagnose. I told him what the problem was and that it stemmed from the original installation. Secondly, I told him what Jessica said about no charge if out of plumb. He called her and told me he still was going to charge me. This is wrong at two levels. First, the installation was not done correctly in the first place and second, I was lied to regarding what would be charged to fix their mistake.

Excellent. The technician was exceptional and the price was fair. Spring (A/C) & Fall (Furnace) tune ups.

This company is great! The scheduler was very nice and the gentleman showed up on time for the estimate and provided several different options at different price points for me to consider. He also answered my questions to help me make my selection. Once I signed the contract, the work was scheduled and again the workers were on time and very nice. I can’t believe I waited this long to put in central air!

Very smooth. Throughout the stages of the job people also came in to remove old units and master electrician came in to do all electrical work. Inspection and instructions on use of equipment was shown to me as well as my satisfaction before payment.

Everything went well. Also asked him about adding cool air returns to help with warmth in the basement and other things which he gave suggestions and was very knowledgeable. Not pushy. Asked about a service contract and signed up. Paid 185.00 which includes the coming spring air conditioning annual service.

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I'd give them an "A" for overall service.  I would also use them again.

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service was perfect

I would use them again.

I think they should get more competitive prices. Their service is good so I guess I can understand that.

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They charged me like $300, but that included $178 for the filter the last time they came out. They show up on time. They do their job and it keeps working. They do good job. I do not change people that do good work for me.

The price seemed reasonable. They were crackerjack.

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