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  Brian And Sons Heating & Air Conditioning

  113 Main St Oswego, IL 60543-8593

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  Brian And Sons Heating & Air Conditioning

  PO Box 672 Oswego, IL 60543-0672

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested on multiple occasions clarification on an bill that my wife paid to Brian and Sons when they came to our home to diagnose a error code on our furnace on 2/13/2025. We were told that the inducer in the furnace needed to be replaced. Additionally, they did a furnace maintenance and inspection. They offered a 3% discount for paying by check at that time. The first overcharge happened when the discount for paying by check was not applied to the invoice. We were told that we would receive a refund, and as of this writing on 2-27-2025, we have not received that refund. Since Brian and Sons accepts payment through *****, I have provided my information to receive that payment to them to no avail.The second overcharge was when I asked for a detailed breakdown of what we were charged for this repair. The owner, ******, emailed me stating that the inducer was part # X89-985S charged $624.83 "without tax or mark-up." I can provide this email. She would not give manufacturer name. The part installed was a Fasco A202. The average price for this part is $200. Given ****** stated I was not charged mark-up on the part, and refuses to validate that a Fasco A202 was installed. I am requesting a refund of the difference, $424.83. I also would like to the NATE ******* which is not confidential information, of the tech who did the repair on my furnace, since he installed parts, did a maintenance service, to include inspecting the control board only to be told the next day, when the error code persisted, we needed to pay another $900 to replace the control board. Their website claims **** certified techs, so I would like to verify.Brian and Son's website claims "Honest, Up-Front Pricing." I have found the opposite in my experience. I have found obfuscation and refusal to provide detail.Attached invoices, board inspection and following day board failure as well as owner's false claim of charging no mark-up on a Fasco A202.

  Business Response

  Date: 02/28/2025

  To it may concern: we responded a number of time to ***************** by e-mail and phone and spoke with ****************** also.

   

  Mrs ************** call office February 13th saying furnace flashing 3 lights,then comes on and goes off. Was there complaint.

  02/13/2025 Tech went to house at 9:30 was there 1 hour took reading of all parts watched it cycle for 1 hour and took parts reading again,Inducer motor was very low and not working correctly.

  They have an ********* unit a furnace that is 18 years old gave them options after I called around for part inducer motor as tech was there still testing to make sure all that it was as I called to get prices from two suppy houses. Gave them price $974.83 we waived the service call like our ad says when puchasing a part,wavied tech leaving there to pick up part which was about .5 hour round trip. At this supply house they make there own part numbers just like most supply house do,I know it was inducer for there unit supply house asks me model and serial on this old of a unit number do change alot with difference upgrades that are required by law also.

  After we gave price to wife she called husband with information and pricing at 11:39 they decided to replace part after tech running furnace for 1.5 hours waiting for the 3 flashs they were seeing never happened only inducer number very low

  at11:39 left for supply house to pick up part, back at there house at ***** to put in inducer ************** at 1:45 leaving there house he stayed again to make sure no other problems none happened

  Then February 14 called flashes happening again but had heat so different tech went over of coarse at no charge got there at 11:54 turned furnace on and off watched cycle finally at 1:22 did the flashing but had heat discovered intermitt circuit board problem,Again we called supply house(again this is our supply house not name of company or internet site) for pricing not in our system cause of age and changes to part numbers by vendors with updated part numbers again every year this happens so we have to call on older equipment.Gave them a quote. At this point like first tech told owners you might be better off replacing you furnace has lived it's life and should be replaced,but heat exchanger is good the use a camera to see as much as they can and use CO tester also looking for ****** to make sure safe. tech left at 1:22 so far 5.5 hours there charged one hour plus part.

  I ****** gave them a price for new furnace instead of doing more parts on old furnace,Mrs Christophen called and said she did not get 3% discount on service,when I sent over quote no idea how she was paying,Tech thought I gave discount,when she called asked her if I could ***** over she said did not have Zelle to mail check.

  I said ok but let me know if doing board or new furnace I could just take off of that also she would let me know.Called her back three days after friday appointment on february 14th to find she had alot of questions about inducer and why still three flashes explained to her circuit board is acting up intermitt but inducer had very low reading which my guys take reading with meters and she receive check list with these readings like all our customers do.I was following up,and still no call from ***************** which I told his wife to have him call when he got home he never did.

  Then on February 21 at 7:40 pm Friday night he e-mailed me saying he went on My house supply house inter net site, which I never heard of either and saw inducer for $200.00 and  wanting a total refund of $500.00 after he e-mailed me looked at parts I brought through my supply house ( not internet site but a vendor) and cost me more then that without markup over head tech time which we did not charge him for but part and time and he wants refund he approved it and had alot of time to say no!! they had heat was intermitt.

  If he could have fixed he should have done and got part himself,but he could not and wants things for basically free.He was way under charged but we try to help all of your clients,but I'm a business and have to pay my tech's and overhead just like everyone else.and why did he wait 1 week to do this after approving the part.

   

  Signed invoice with acceptance of parts attached also, also if needed time stamped from system when tech's sign in to prove time also .

  Thank you,

  ****** (Owner)

   

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23001026
  
  I am rejecting this response because: ****** agreed to give the refund in an email communication, but has refused to actually process the refund.  She agreed to the refund on Feb 28th, did not issue the refund, stalled and delayed, sent an email on March 4th adding the condition that I take down a review that doesn't exist.  She is not keeping her word, and is not standing behind her company's advertised 100% satisfaction guarantee.  She will say that's on service, in which case when the part is subtracted from the bill, the remaining amount is $475.  She can issue that refund instead.  Her tech came to our house becuase of the error code on the furnace.  The furnace was otherwise operational.  The tech said to my wife that the inducer would fix the issue.  When he told my wife the price of $1000+ she asked him the cost of a new furnace.  He did not provide or ask for a quote, but gave a ballpark figure of $4k-$5k, and also said the inducer would extend the life of the furnace for 3-4 years.  He then did a cleaning and inspection, includng of the control board, and found no issues.  The next day when the alert was still there, as ****** admitted, the control board was bad.  At that time a quote was offered for a new furnace as well as a quote for replacing the control board.  We are asking for the money back because we are not happy with the first service.  She has agreed to do so but is now adding more conditions that are not a part of the guarantee.  She has stalled and still not refunded the check discount that we were overcharged.  She wants the inducer back.  She can come get it as soon as the refund hits our account.  I have provided Zelle, which is a method of payment they accept, to expedite the refund.  Given she has not refunded even the 3% overcharge for the check discount, I have no reason to believe she will refund after I give her the part.  She has not show that she will keep her word.  I request the refund and will consider the matter resolved with BBB and let her come and get the inducer.  What more could she possibly want, other than to not honor her advertised guarantee?
  
  Sincerely,
  
  ****** **************

  Business Response

  Date: 03/06/2025

  You have my first response 100% guarantee is on ****** equipment and OEM part of ******, He  will not get refund I never came up with price, he was going on internet for cheap motor, I  offer refund he came up with price not me, he did at first agree because of all his threats, just to make him go away, but after bending over backwards and trying to help over and over he sends ***** texts 13 times for $456.oo  at 4 am which wakes me up, and tons of e-mails, He cancelled the first Zelle for check credit of $32.99 for check  discount, and demands $456.00 after changing amount Zelle 13 times never agreed to refund of $456.00 ad says Guarantee of service call charge never charged him that either ,if not happy we will  take out is now used part, After a week he decided this .,He has heat and did from beginning we gave him quote on over amping part his choice and now he has intermittent board problem two separate things. we have spent 5 hours two separate days waiting for furnace to act up like owner said furnace was doing, there for free trying to make him understand his problem on a 18 year old furnace. I gave estimate for new furnace like he and wife wanted and credit of $500.00 off furnace at first.This man is crazy with threats and saying he would not post anything if he got his money back, sorry it does not work like that. If he could have fixed and found on internet then why did he not do? We waited over hour for them to make up mind what they wanted his choice, then ran to supply house to buy., We do right by all our clients he is making nothing but threats over his choices. no refund period if this continues will file police report already called Attorney General and made report about. This is my last communications also.

  ******

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 23001026
  
  I am rejecting this response because:  ****** is making no attempt to resolve this issue, and not acknowledging any of the concerns that I have presented.  Her attempts to justify her false justifications for not refunging us the money are largely false and unproven in this interaction.  I've provided evidence of my claims and explained my grievance.  

  Brian and Sons website states:  

  100% Money-back Satisfaction Guarantee on Service
  Included in the Comfort 24-7 Comfort Promise, is our One-Year 100% Money-back Satisfaction Guarantee on service.  We are entirely committed to your satisfaction, and completely confident in our workmanship.  If you are not completely happy with the service performed by our technicians, Brian and Sons will repair the problem at no charge or remove the installed components and refund the service cost."  -taken directly from website.  She has still not provided a detailed copy of the invoice with part number or manufacturer, in an attempt to hide her false claim that I was not charged a mark-up on the inducer.  If someone is proud of their service, why hide this information?

  I am clearly not happy. with the service provided.  I would like her to have the integrity and pride to stand behind her "promise."  Not continue to make up unadvertised, undisclosed criteria after the fact to avoid honoring her word. 

  Also, I would like ****** to know the difference between a public review and a BBB complaint.  This complaint is not public at this time per BBB procedure.  She has tried to coerce me to remove my complaint with the promise of a refund as shown in her emails that I attached.  I'm happy to accept resolution with the refund.  Since she falsely promised to refund us what she overcharged for paying with a check, I will not be trusting her word until I see the refund.  Can someone at BBB please help explain this to her?

  Finally, ****** should know that there is NOTHING preventing her from submitting that refund in Zelle.  She has my information, but is just refusing to honor her word and stand behind her "Comfort Promise."  She knows she's made errors and I will accept the requested refund as a resolution.  She can come get the inducer any time, or I will drop it off if she really wants it, but I will need to have payment in my Zelle account at the time of exchange.

  
  Sincerely,
  
  ****** **************