I have written many HomeStars reviews, but this is the first negative one. I have given Bradshaw many opportunities to rectify this issue, but they can’t even be bothered to reply to an email or return a phone call.
I had a new furnace and air conditioner installed by Bradshaw in early September and I will admit that I was very happy with their work. Before they were done, my dad asked if my thermostat would work with the new high efficiency furnace. The senior technician took a look and said it would be fine.
When it came time to use the furnace, it would come on for 5 min, off for 5 min, on for 5 min, off for 5 min, etc. I knew this wasn’t normal and the Internet confirmed it. So, I called Bradshaw and the woman on the phone said she would send out a technician as she wanted to make sure the furnace was working properly for me. The appointment was for 9 am, and when Mike hadn’t arrived by 10 am, I called to see what was going on. The technician had been called to an emergency and no one had bothered to let me know. Mike eventually arrived and could find nothing wrong, but admitted that the furnace shouldn’t be cycling like that. I showed him an article on the Internet that said how my thermostat could be adjusted for a high efficiency furnace. It was new to him. Eventually Mike went to get a new thermostat and cam back saying that it was $213 but that he got the guy to come down to $190. I later found out that it sells for about $75 at Home Depot.
Mike installed the new thermostat and the problem persisted. He then read the user’s manual to find out how to set it for a high efficiency furnace. After it was set properly, the furnace cycled normally and everything worked just fine. Mike went to the truck to do the paper work and came back with a bill for $460 dollars. I have no problem paying for the thermostat and its installation, but after paying almost $8000 for the new equipment, I would think that this service call would be part of a warranty or a follow up as the furnace was not working properly. If they had installed a new thermostat to begin with, this problem would never have happened.
Bradshaw seemed totally oblivious to the fact that certain thermostats are needed to operate high efficiency furnaces and the guy at Noble confirmed this. My dad and I have given them every opportunity to respond to our concern, but they haven’t made any attempt to contact us. This type of customer service is unacceptable and I am surprised that a company that has been in business for so many years would operate like this. Looking at some of their reviews, I can see that I am not the only one who has noticed their poor customer service and lack of customer appreciation. You can be sure that they have lost some customers because of this. Bradshaw has done so much work in my parents’ house over the years, and lots for me too. It must be nice to be able to watch loyal customers walk away without a worry in the world.
If customer service is important to you, stay away from Bradshaw. There are many other companies out there who know how to treat customers with the respect they deserve.
