Burnside Air Conditioning, Heating & Plumbing

Burnside Air Conditioning, Heating & Plumbing Customer Feedback Summary: Jason was excellent Great experience with Garrett Rains. A/C went out unexpectedly and he got us up and running in no time! Highly recommend. Jason Showed up on time and did an awesome job. Jason did a great job getting our AC back up and running! Easy and quick! Thanks! Jason Sherrod The only reason I'm giving Burnside a 1-star review is because the front office staff has always been wonderful to work with. Unfortunately, my experience with Burnside Gold Maintenance has been extremely disappointing. During a maintenance visit, the HVAC technician (who I later heard was no longer with the company) appeared to leave my system in worse condition than before. After that, Burnside repeatedly presented me with costly repair recommendations. When I moved into my first home, I scheduled a routine inspection. I was told my existing AC and furnace were old and could fail at any moment, and I was convinced to replace the entire system. Since purchasing a brand-new AC from Burnside, the fan has failed twice, even though my previous unit never had that issue. The first time the fan failed, despite the unit still being under warranty, I was charged approximately $900, which I was told was primarily for labor. When the fan failed again less than a year later, they attempted to charge me similarly. I questioned why a brand-new fan would fail twice in such a short period, especially after investing in a completely new system. What made matters worse was their refusal to stand behind their work. I had renewed my Gold Membership only two days before the second failure occurred, yet they still would not provide any accommodation or assistance. I sent emails, made phone calls, and was repeatedly told someone would contact me, but those calls never came. Concerned about the situation, I posted my experience on Nextdoor and shared the email correspondence. In response, several HVAC professionals and companies reached out and expressed concern over the repair costs I had been quoted. I also obtained opinions from other HVAC companies, and each was shocked by Burnside's pricing. In the end, other companies repaired the issue for around $100, a fraction of what Burnside wanted to charge. Considering that their maintenance visits are roughly $40 each, it's hard for me to justify paying nearly $200 per year for a Gold Membership when I received so little value and support. My advice: RUN. Do your homework before signing up for Burnside's maintenance plans or repair services. There are many reputable HVAC companies that provide better value, better communication, and better customer service. And before Burnside responds with, "We truly appreciate the opportunity to address your concerns," please understand that you already had that opportunity. I called multiple times, sent emails, and repeatedly tried to resolve these issues directly. I was promised return calls that never came and responses that never materialized. Even the front desk staff, who have always been courteous and professional, seemed surprised that management never followed up with me despite my repeated attempts to get answers. The reality is that when I questioned repair charges that seemed excessive for a relatively new system and components still under warranty, I was met with little support and a lack of accountability. After obtaining opinions from multiple other HVAC companies, the pricing I was quoted by Burnside raised serious concerns, and other companies resolved the same issue for a fraction of the cost. I gave Burnside multiple opportunities to make this right. Instead, I felt ignored, overcharged, and pressured into repairs that did not solve the problem. Thankfully, I didn't fall for the same sales pitch twice. Based on my experience, I cannot recommend Burnside Gold Membership or their repair services. Proceed with caution and explore other options before committing your hard-earned money. UPDATE: The response from Burnside is disappointing and does not align with my actual experience. Tim, relying on what appear to be fictional or inaccurate notes in your system to dispute my experience is laughable. No amount of internal documentation changes the fact that I was left without AC for days, struggled to get a response from management, and ultimately had to resolve the issue elsewhere. The reality of what happened speaks for itself. Garrett Rains was great. Spent enough time creating a plan and the estimate was reasonable. Called for service on a Wednesday and technician came out to find nothing wrong. No repairs needed. My wife and I asked what if it continues not to cool and tech advised we would get a free call back. Well the AC continued to fluctuate in temperature and when I called today Saturday they said it would be another $129 to check it out. I asked what about the free call back and he said it doesn't work that way and now they want another $129 to come out and diagnose the problem that should have been diagnosed two days ago. Nothing like being stuck between another service charge and a hot house. I had an excellent experience with master plumber Chance Roberson. He arrived on time, quickly diagnosed the issue, and fixed our sink disposal efficiently. He worked neatly, explained what he was doing, and left the area clean. Highly recommend. Jason answered all my questions, explaining failure, and repairs needed. Also what was covered under manufactures warranty, and warranty expiration. Identified major flaws of install for tankless hot water heater by large company with big advertising budget. Returned and corrected installation flaws in a couple of hours for a very reasonable price without leaving a mess. We called Burnside at 4:30 pm and didnt expect they would be able to get anyone out same day. Garrett R. didnt hesitate. After working all day he called us at 9pm and said he was willing to still come as long as we were ok with it. . He came out diagnosed the issue and ordered the parts needed. It was was past 10pm and he remained a professional the entire time. Service like this reminds us that there are still good people. Thank you Burnside and Garrett Garrett was professional and efficient. Highly recommend I found the Technician , Garrett to be professional and efficient. Highly recommend Jason Sherrod from Burnside provided amazing service. His inspection of our systems was the most thorough I’ve seen. His recommendations were spot on and reasonably priced. He was on time and didn’t rush through the process just to get to the next job. Request Jason by name if he is available!