Westbrook Service Corporation

Wendy K.

They ended/sold their residentail AC division and left customers high and dry. They sold us the wrong unit fo our home, installed it poorly and forced an oversized unit into a small space and since then we have been without AC several times in just 2 years. They have replaced several coils, the thermostat, etc etc and STILL we are having issues. The humidity in the house wont go below 50%. The Trane rep is trying to help us. This company is a joke and is clueless.

Timothy J.

I had set up a re pipe job and had signed a contract with Charles yesterday. Today I get a call from Jack that they could not accommodate my service $4040.00. I phoned both to get a reason. Charles called back stating I was scheduled and he did not know why I got the call. Jack called me back stating that westbrook as a company has decided today that they will no longer re pipe homes. I have a water leak in the floor and they could have cared less for me as a customer who already signed a contract. Breach of contract is pretty pathetic for a company. Do not use this company!!!!!

Shannon M.

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 prick. 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 to waiting until Monday...

Christy D.

We are so happy we chose Westbrook to do our Plumbing and AC. We live in a 93yr old historic home so the plumbing had a lot of surprise difficulties after it began. The entire team was knowledgeable and professional and committed to making it right. The completed work is excellent. We will absolutely use them again in the future. The drywall repair at the end of the job also excellent.

Sheena N.

I don't even know where to start! I WOULD NOT recommend Westbrook Gas to anyone! So my husband I wanted a pavers patio and gas fire pit. First off, the tech was an hour late to do the free estimate (which my paver guy said was a little high but someone else quoted us even higher) then he was over 2 hours late to install the gas pipe line. Never did I get a phone call saying he would be late. I had to call them and find out what was taking so long. Once the pipe line was installed, the tech would come back to connect the gas one the fire pit was complete. SO once that was done, I called them and asked if they could send the tech out to connect it. The lady I spoke to said she would call the tech to find out when he could come out. She calls him and puts me on hold then comes back and says he has questions for me before he can continue. I am so confused and I said ok can he call my husband because he knows more about it than me. So we waited and no one called for 2 days. So I am really frustrated as my paver guy can't finish his work until the gas gets connected and it's been over a week now. SO I called back and I said I wanted to talk to a manager and get this figured out, so the guy said someone would call me very soon as the manager was in a meeting. I never received a phone call from a manager but my husband did. Jack, the manager, asked my husband if he had questions and he said """"no we were told the tech, Mario, had questions for us."""" So the manager was confused and said he would find out what's going on and get back to us. We did not hear back so I called AGAIN for the third time to schedule the tech to come finish the job. Mario finally came back out and said he could not connect the gas until the pavers were cut for the control panel to fit so it didn't move. I called our paver guy and he said he normally does not cut until after but I told him the gas guy would not do anything until that was done. I am so angry at this point I just want the project to be finished. It has been 2 weeks and after the pavers were cut I called back for the FOURTH time and told them to send a tech out to finish the job and I wanted to speak to a manager. AGAIN, they said the manager was busy and would call me back. I said okay can we just get a tech to come finish the job, he said he would call me back after he looks at the schedule. NO ONE returned my call again. So for the FIFTH time I called and spoke with Kristy, who has known about all my problems, and she apologized for a manager not calling me back and she would make sure Jack calls me. Then she tells me that I already scheduled an appointment for the tech to come out. I said """"No Kevin was supposed to call me back to schedule it"""". She said """"Oh well a tech is scheduled to come tomorrow morning"""". So I said """"Ok that's fine just make Jake calls me. If he does not call me in 1 hour I will call back"""". I finally get a phone call from Jake about 45 mins after I hang up with Kristy. So I explained everything to him and he apologized a few times and said I will make sure everything is taken care of tomorrow. I would expect him to make it right at least offer a refund. The following morning a new tech shows up. I go to check on him and he said this is really difficult because Mario put the pipe too high up."""" OMG. So the first guy screwed it up. Once the guy finishes I pay (surprised there's no discount or anything for all the trouble). My husband comes home and realizes it was not connected properly. The tech did not use the pipe that came with the burner unit, but instead used one he had and took ours!! While the paver's guy is finishing the fire pit with pavers, we test out the unit and noticed there was a very high pitched whistling sound. So we look at the instructions with the burner unit and it said if there is a whistling sound, there's a problem with the pipe. So the tech (who apparently is their best tech) screwed up our fire pit! My husband who is an engineer decided to fix the problem they created and called the manager and told him about. He offered a $50 refund! I paid way more than, I honestly should get a full refund. Then Jake, the manager, said he would call back the next day to follow up. NO PHONE CALL AGAIN! So we called back the following day and my husband spoke to Jake and he offered us $90 refund. I have never had such a poor experience with a company. My husband had to fix their mistake that I paid for and that took over 2 weeks to complete! They should have done what was right and refunded the whole amount. I hope no one has the experience that we had with Westbrooke Gas.

Toni P.

We had Westbrook service our air conditioner. They were prompt and the air conditioner has been working fine ever since. However, it appears that their serviceman lied to us. We were told that our compressor unit was quite old and needed to be replaced. In the process of obtaining quotes from other companies for a new unit, we find that the compressor unit is a 2012 model. I would not recommend nor do business with this firm.

Sterling B.

Useless [jusls] ADJECTIVE not fulfilling or not expected to achieve the intended purpose or desired outcome. The Product. HVAC was installed by Westbrook, but fails to cool the space adequately. In Summer, a comfortable temperature is not achievable. The A/C runs continuously and the electricity costs are astronomical. Periodically, the A/C will just stop and Westbrook will need to be called out. The root cause of the A/C stopping has never been confirmed. The recommended solution for the cooling performance is for the consumer to rectify Westbrook's inadequate installation by spending more money on a bigger unit. The Service. When attending the call-outs, the engineers are pleasant and friendly, but it often takes a few of them to achieve anything, and even then it's not a lasting solution. Coordination of engineer visits is poorly managed with days/time wasted waiting for engineers that don't show-up. The customer service agent (Brittany) couldn't be more unapologetic, uninterested, and often contemptuous in tone. The customer service function is not proactive, and they do not own issues that may take multiple or ongoing actions to resolve. Be expected to micro-manage them and constantly call frequently if you want to get anything done. If Brittany says she will call you back, be prepared to call her back, as chances are she won't. Same goes for the service manager. If you have any problems with billing, good luck getting them resolved, as the billing contact number detailed on the invoices isn't answered and voicemail messages are not returned. Ultimately, it would seem the management are not concerned with customer service or satisfaction in the slightest.

Peter W.

I have been using Westbrook since I purchased my home in 2003. I've used them for Air conditioning service, electrical and plumbing. While they are not the least expensive option in town, they more than make up for it with the incredible service they provide. Their technicians are knowledgeable, friendly and professional. They take the time to get the job done RIGHT. My house is not the easiest to work on because of the way its designed, so often times they have to spend more time than normal on simple things like replacing my hot water heater, etc. In every instance, they have gone above and beyond. I can't recommend them highly enough. First rate every time and my first phone call when anything goes wrong!

Brian I.

The worst. Why am I sitting here with no air conditioning after spending thousands and thousands of dollars? Why do they never seem to have an answer as to why my air conditioner doesn't work, when they are the ones that installed it? Why do I have to request an experienced technician instead of them always sending a rookie? Whatever you do, stay as far away from Westbrook as possible. I would rather burn my house to the ground before dealing with them ever again.

Valerie G.

I called Westbrook to install a new doorbell. Not only did Mike expertly put in my new push button bell and hang the chime, but he removed my old chimes for me. Mike was more than polite and very professional. He picked up after his job and explained everything to me. Thank you Westbrook and Mike.