BW/Cook Service Experts

Kristin j.

Have a service contract I pay monthly- NEVER have needed to use it. I did this week- attempted to contact this company for 3 days - left messages and call back numbers attempted online scheduling - stayed on hold for over an hour...NOTHING!! On day 4 I had no option other than to call another company who was AMAZING! What they found was the work done by BW Cook less than a year ago- was not correct causing my furnace not to work. All attempts to contact this company have STILL gone unanswered! At this point I just want to cancel my service plan- AND to let others know. I understand short staffing etc if that's the case I am
sympathetic, had they let me know, but to be completely unresponsive - not ok

J B.

My AC went out on me. Called them at 8:30 the next morning, tech was out by 10:30. Was quick and courteous, fixed the issue and was on his way so I could get back to work. Fantastic service from the lady I spoke to on the phone to the gentleman who came out for the service. Highly recommend.

Louis E.

Todd came to our home at 1306 Miami Street and did an excellent job. He did a performance inspection on our A/C unit. I was very satisfied with his work and I would request him in my regular maintenance in the future.

William S.

The tech was helpful and friendly. Was able to check everything in a timely manor.

Ethan A.

I'm surprised you allow your techs to take pictures of elderly peoples homes and talk crap about them on social media.not only once but twice. I'm glad you are a phenomenal service company with some reputable ""technicians"" *sarcasm* if anyone in this area reads this I would avoid this company and the tech Nathan..

Brian N.

So our furnace went out overnight. BW came out quickly with a repair tech & sales guy. Sales guy tries to sell me a new $6200 furnace. So I tell them just fix what is wrong. $815 later its fixed for a ""bad gas valve"". Less than 48 hours later the furnace goes out again same problem. I call someone else. Technician comes out ""it looks like it just needed a good cleaning"" fixes the problem and for $65 my furnace is working again. My wife called to file a complaint, they ""escalated it to a supervisor"" he will call you. No call. As a local Realtor, I can't refer any of my clients or anyone that reads this review to work with this company in good conscience. It was all about upselling products and not about serving the customer.

Pattie M.

Horrible service. Their only concern was selling the Advantage plan, which is a fancy word for leasing the equipment. My parents have had BW's service plan for 22 years, ever since they installed their air conditioner and furnace, on both their air conditioning and furnace. They have called them out one time for service on the air conditioner. They have been out to do their twice yearly cleaning and tune-ups. My dad is 90 and my mom is 87. They came out on Sunday (after being promised to be next in line) 4 hours later. The answering service told mom at 10:30, they were out on a call and would be their next call. Well, when they called, they said, no, she was wrong, they had 2 ahead of her. So my dad was upset, he didn't feel well, was cold and tired of waiting. When they got there, they kept going over the Advantage plan. My dad thought it was a service plan, and was waiting for the price of a new furnace, but they wouldn't give it. Finally mom said they didn't want the advantage plan. At that point they decided to leave, told mom and dad the part wasn't available, they could get it Monday, and left my parents (again 90 and 87) to sit in the cold until Monday, when the office would call and schedule them to come out. They told mom and dad it would be $50 to open the warehouse on a Sunday to get the part. Mom said fine. Then they said they couldn't because they didn't have a tech to install it. When I called BW Cook to find out what was going on, I was advised that my dad was belligerent, vulgar, and threatened to hit them, so they weren't coming back. Yet Monday someone called me to schedule the part replacement. Thankfully mom and dad called Legacy Heating at 8:30 a.m. and they were there at 9:30. Promised to at least get them space heaters for the day and night. Mom and dad bought a new furnace, air conditioner and water heater, with a 12 year warranty. People need to realize that when BW Cook talks about the Advantage plan, what it is is you are leasing the equipment, you never own it, and you probably have a lien on your home.

LaShequa B.

We have used BW Cook for 18 years. We pay a monthly fee to be part of their ""Advantage Program."" However, last Wednesday, the day before Thanksgiving, we had our furnace maintenance visit from them. Our furnace is 15 and has been running great! They sent 2 guys... oddly, one was a salesman... I can only assume that they sent the salesman to convince us we ""need"" a new furnace because of the age of our current furnace. They told us our furnace had failed, they turned it off, gave us estimates for what needed to happen, and left. Oh... and the salesman slapped a huge BW Cook sticker on our water heater which has nothing to do with them and which we can't get off now. An hour after they left, we ordered the parts needed to satisfy what they said was wrong with our furnace, and turned it back on. But, the furnace is no longer working. I called to let them know we have no heat (last week) and this 24/7 heating and cooling company not only broke a working furnace, but has left us with no heat for 5 days. It's 40 in our house, we haven't heard a word from them, and we need both action and answers.

N M.

Had service people come out in April, 2020. The office sent them to the wrong address. That should have been a red flag, to Not do business with them. Service tech came across the street, and brought a salesman with him. I hadn't ordered one. Of course, the verdict was that I needed a new furnace and ac. The only product discussed was their Advantage plan. Not once was the word LEASE mentioned, or any other choice of product!! The salesman was very pushy for a high end system, not giving me time to read all the information, since I had to be at work within 2 hrs., and having had other electrical issues the day before, I was bullied into something that I totally regret. Was NOT told that I had 3 days to change my mind, and they made sure to get it all installed in a short time, so it would be hard change course. The techs were great!
After reading their paperwork a few days later, imagine my shock to find out that their lease is never ending! On top of that, they want to pass it on to the next person to buy your house!
I called their office and talked to a very rude woman, who had sent all rebate and warranty information to the SAME WRONG ADDRESS. she said she would correct it, but never has, almost 5 months later!
The billing is going to ???? I only have one invoice, sent to the wrong address. The registration was also put in my neighbor's name. Numerous calls have been made to their phone number, but it's always busy. Probably off the hook...
Since I am a senior citizen on Social Security, I feel I was duped by a greedy salesman, and office help that doesn't care about the customer.

I am telling all of my family and friends to NOT do business with them.
I feel sorry for the techs, because they were great..
I would not do any other business with them.

Mike K.

We have used BW Cook Heating and air conditioning ever since they installed our HVAC system about 13 years ago. They come to our home twice a year to inspect and clean our furnace and our air conditioning units. Since we pay $12.00/month for this service there is no other cost charged to us. All of their employees over the past 13 years have been respectful, professional, and on time with notifications. Using this service also puts you at the top of the ""list"" should you need repairs.
I would highly recommend this company for all of your HVAC needs.
One problem that I would like to mention on this occasion. ( July 2020) The communication between the office and the customer as to when the technician would arrive was very poor. This lack of communication and initial promises kept us in the house all day. As an update, this particular experience was frustrating. The technician was great and his work was great.