Westbrook Service Corp

Why must you do this Westbrook? First Instance: Thanksgiving Week, 2017 Our water heater had stopped working Monday before Thanksgiving. It was leaking everywhere so it had to be turned off to avoid an electrical fire. I was told that the Technician that they were sending out lived in the same area so they scheduled him to come out to my house between 9 and 11am... So, 11:30 rolls around and, in turn, so do my phone calls to the office. After making numerous calls to the office to figure out the whereabouts of this neighborly technician I was given very vague answers, such as, "He's currently in route... He's on I-4"... Long story short, the technician never showed up during normal business hours nor reached out to me. At 6:30pm that night, I receive a call from the Technician saying that he was in the area and making sure he was still OK to come over. My response.... "Absolutely not...". After explaining my frustration to him he was neither apologetic nor understanding. He actually was giving me attitude when I told him that he was not about to come over to my house at 6:30pm at night. We re-scheduled for the following morning... And, again, he was late but I called his direct line to figure out where he was since he didn't seem to respect my time and let me know why he hadn't shown up yet. The excuse was so ridiculous that it isn't even worth me putting in this review.. He finally arrived at my place in the afternoon. He didn't leave until 8:30pm Tuesday night and STILL needed to order parts and have me wait for the problem to be completely resolved til the following day. The technician told me he expedited/over-nighted the part on Tuesday night so that the part should arrive by Wednesday mid-morning . That way, we don't have to go the entire Thanksgiving weekend without hot water. Again, he lied. I found out later that he hadn't ordered the part until Wednesday! Thanksgiving came and went... Now over a week without hot water in our house. He finally comes out. He was a *****. Then he tried charging us the full amount. I refused payment until a supervisor reviewed and provided compensation for the lack of communication and inconvenience of the entire situation. Had he come out on MONDAY during NORMAL BUSINESS HOURS... This issue would have been resolved right before the holiday. I put this guy on the 'NEVER SEND THIS TECHNICIAN BACK TO MY HOUSE' list. This technician goes by the name of Mitch. Second Instance: September, 2018 We received a couple of quotes from various service dealers... In the end, we decided to go with the infamous Westbrook, again-Why not give them another shot. The above had to deal with plumbing and this has to deal with AC/Heat (still... not my final choice but I had no other option). Our AC Unit barely made it into the 21st Century; it had been installed in 2001. It was breaking down daily so it was time for a replacement of both, the inside and outside units. We had them come out on the 26th to replace the units and they did advise that they would be at the house the entire day. I confirmed that that would be okay. They arrived ON TIME at 9:30am (KUDOS) and left a little after 5pm. Everything seemed fine until I noticed that the AC wasn't going down to the temperature I had set it at which has been 70 degrees since the moment they left Tuesday afternoon. Instead, it had a mind of its own and would continue to get hotter and hotter as the day went on reaching and sustaining 81 degrees. This continued the following day (the 27th) which is when I contacted the the office to have someone come back out since there was definitely an issue with the unit that was just installed on the 26th; the day started at 74 degrees and ended around 81 degrees. We scheduled it for this morning (the 28th) and, again, the 'technician' arrived on time. The temperature in the house was at 73 degrees. It was one of the the same people who installed the unit two days prior. He stepped inside and took a look at the thermostat and instantly made a comment, "Oh, so it is working now." I said, "No, at night it gets cooler and, therefore, the temperature in the house gets cooler but if you notice that I have it set to be 70 degrees inside and it still saying 73 degrees then something is not working." He was here for about 45 minutes then he comes inside to tell me that he's leaving. I then questioned..., "does that mean that everything is fine and that I'll begin feeling cooler?". He said, "Yes, and then reiterated that sometimes the insulation in the house prevents new units to cool down to the temperature we want it at at first but that it'll start working." He confirmed the outside and inside units were both functioning properly and then left. 74 degrees quickly became 79 degrees. My boyfriend called the office. He was told that they had ordered a part and had a technician to come back out on Monday morning. The technician NEVER told me this. So, here's the waiting until Monday...

The plumber repaired the supply line, and in the process redirected the line to the wall of the house and strapped it to the wall. This was his idea, and makes it less likely for me to run it over with the lawn mower in the future!

Works fine now

He fixed it... no more leaking in both unit. Very happy with the result.

I got 5 estimates, and settled on Westbrook. The crew was very professional, wearing company shirts with their names on them. They did a very good job being mindful of code requirements. I needed to have the drainpipe relocated. My salesman (also a manager) came over and did it! Very impressive. The installation crew missed putting a needed bracket on the air handler and also mis-wired the thermostat which caused the unit to blow a fuse whenever the heater was turned on. They sent someone out to fix it the next day and he also went the extra mile while he was here to make sure any air leakage on the air handler was minimal. The Trane Hyperion air handler is supposed to be tightly sealed, but it's not, and air leaks around the cracks. I had selected this model myself prior to getting an estimate, so this wasn't Westbrook's fault, it is Trane's fault for faulty engineering. THE ONLY PLACE WHERE WESTBROOK DROPPED THE BALL, was that they didn't bring a filter for the air handler at the time of the install! Then they came the next day (a Friday) with one, and it was the wrong size. They didn't return again until Monday with the proper sized one, and by that time, I had established what size the air handler took and went out and bought one myself because my ceiling by the air duct that is closest to the unit was getting black with dust. I've had some bad luck with contractors lately, and them forgetting the filter was a small thing comparatively. Westbrook's customer service was outstanding. They really made me feel like I was their most important customer! I appreciate that!

I highly recommend Westbrook Service Corporation! Anne Hawkins was my sales person. I had lots of questions, and she had the answers! She was very professional, and concerned that I was purchasing the right unit for me. I believe she went above and beyond to make me happy! The two young installers were Angel and Eric. They were also extremely professional, and so courteous! It was a pleasure having them in my home. They both explained what they were doing, and how to get the best performance from my new A/C unit. When all was done, they packed up, and left my home exactly as it was before they came. Westbrook is a company that I will stay with for years to come! They are A++!

It went fine.

We contacted Westbrook to repair our air conditioner because the fan was noisy. They were prompt and the repairs have worked well. However, their serviceperson informed us that the outside conpresssor unit was quite old and needed replacing. In the process of obtaining quotes from other organizations, we found that this wasn't true, that the unit was a 2012 unit...less than 10 years old...and in good shape. I wouldn't trust them to do work or quote on work again.

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Very very misled and charged wrongly

It was fine.

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They are a great service provider. It was good.

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Went well. They were able to come same day as call and were early in the window. Able to fix 3 leaks in the pipe but missed one. I noticed additional water and checked the meter - it was still turning after the visit. I called and spoke to the after hours technician. He (Barry) came the next morning - per my request. He quickly found the additional leak and took care of it - no additional charge.

It all went GREAT

Jay was vey nice and efficient and had it fixed in no time

Replaced a hot water heater, they were fine. They did what they said, communication was fine with the service provider.

They were fine, we liked them.

This was the second time I have used Westbrook to service my air conditioner. I am very pleased with how honest and reliable the technicians are that work for this company. Never try and sell me on anything I don't need or want and perform the service quickly and efficiently. The technician went above and beyond today by fixing a leak with my blower unit. He cleaned out my drainage pipe inside the unit that was clogged and instead of a big ticket fix (that I was afraid of) he got it working again. No leak!. He also found a screw to fit the corner of the blower unit that had come out a few months ago and reattached it. I will never use anyone else but Westbrook to service my air conditioner and furnace.

It took two visits to find the original problem but once the job was done, everything seems fine.

unknown

Westbrook is absolutely solid. I use repeatedly. Reliable and knowledgeable.

It went well. He called ahead to let me know when he expected to come. Once on site, the Westbrook plumber gave me cost estimates for the various options I was thinking of (such as having a new faucet and 2 new water lines installed). He actually advised that I could get a handyman to do such a job for less than a plumber. I decided to stick with the simplest and least costly for me -- for him to just replace the nut. He didn't have the exact kind of nut in his truck, but found one that did the job. He did the job and kept his cool despite the fact he was a big man working in a small, confined space. The service call itself -- for the plumber to come out and diagnose -- is $75.