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A BBB Accredited Business since
BBB has determined that Berkeys Air Conditioning & Plumbing meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Berkeys Air Conditioning & Plumbing include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 9 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||9|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||4|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Type of Entity
Business ManagementMs. Chelsie O'Brien, Office Manager Ms. Gaye Sale , Customer Service Manager
PLUMBING CONTRACTORS PLUMBING DRAINS & SEWER CLEANING PLUMBING REPAIR & SVC SEWER CONTRACTORS SEWER SERVICES SLAB LEAK SPECIALISTS VENTILATING CONTRACTORS VENTILATION & AIRFLOW SPECIALISTS WATER HEATER CONTRACTOR WATER HEATER INSTALLATION WATER HEATERS-REPAIRING COMMERCIAL/RESIDENTIAL HVAC TANKLESS WATER HEATERS-REMODEL & SERVICE A/C & HEATING SERVICE & REPLACEMENT-RESIDENTIAL & COMMERCIAL AIR COND & HEATING SVC & REPAIR HOME ENERGY AUDIT RESIDENTIAL INSULATION CONTRACTOR PLUMBING CONTRACTORS RESIDENTIAL & COMMERCIAL HVAC SVC & INSTALL/PLUMBING SVC & INSTALL AIR CONDITIONING RES, COMM, REPAIR, INSTALL, SERVICE PLUMBING RESIDENTIAL & COMMERCIAL DUCT TESTING & REPAIRS DUCT SEALING SOLAR ATTIC FANS HOME WEATHERIZATION ENERGY EFFICIENCY RESIDENTIAL HEATING & COOLING EQUIPMENT SALES, SERVICE AND REPAIR ATTIC INSULATION AIR CONDITIONING, HEATING & PLUMBING AIR COND & HEATING CONTRACTORS AIR COND & HEATING SALES & SERVICE AIR COND & HEATING SVC & INSTALL AIR COND & PLUMBING INSTALL & SERVICE AIR COND SVC & EQUIPMENT AIR CONDITIONING & HEATING CONTRACTORS - RESIDENTIAL AIR CONDITIONING CONTRACTORS & SYSTEMS AIR CONDITIONING REPAIR AIR CONDITIONING SYSTEMS-CLEANING AIRDUCT SEALING & LEAK TESTING ENERGY AUDITS ENERGY CONSERVATION PRODUCTS & SERVICES HEATING CONTRACTORS HEATING EQUIPMENT HEATING EQUIPMENT & SYSTEMS CLEANING & REPAIR HEATING SERVICE CONTRACTORS HVAC SALES, SVC & INSTALL INDOOR AIR QUALITY/MONITORING INSULATION INSULATION CONTRACTORS INSULATION, BLOWN
Alternate Business NamesB. S. & S. Services, Inc. Berkey's Plumbing, Heating & Air Conditioning Berkeys Plumbing, Heating & Air Conditioning
Industry TipsAir Conditioning Hiring a plumber Tax Energy Credit: 2009-2010 - American Recovery and Reinvestment Act of 2009
2875 Market Loop
Southlake, TX 76092 (877) 237-5397 (817) 481-5869 Directions
PO Box 1748
Grapevine, TX 76099
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Additional Phone Numbers
- (877) 237-5397(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
Read Complaint Details
Complaint: On July 9 Berkey's responded to a request for service to my home. The complaint was for AC not cooling on room in my home. The Serviceman inspected the system inside my home and in conversation I stated the bedroom door was kept closed at all times. The Serviceman said that our problem was insufficient air circulaton to that room and we should keep the door open or install a vent on the door. He even told us an anecdote of his child needing a vent on their door for the same problem. He also told us the AC unit was too small for the size of your home. He then offered to clean the outside unit because as per the service agreement I signed it would be free or charge. WE told him we just had it cleaned by another service at the beginning of the season and he said since it was free and it did look a little bit dirty why not do it. We agreed to the service. Upon his inspection of the system he told my husband "it was a little bit low on freon and he would like to charge the system." My husband not thinking the unit was less than 2 years old ok'd the service, which cost us $331.00. I was unaware of this conversation, had I heard I would have reminded my husband the unit was only 2 years old and should not need to be charged and it was cooling the home fine besides the one room to which the serviceman did not say was due to low freon but due to the door being kept closed. The serviceman took advantage of my husbands ignorance of AC systems and provided us a costly service we did not need. This was unethical of the serviceman to charge our AC unit especially when he did not tell us the reason the one room was not cooled properly was due to low freon but due to insufficient air flow. I called and complained of the poor service and they only offered to refund the service contract fee of $99.00. I told the customer service manager that the home would not be cooled at all if it were low on freon and that was not the reason for our call. I also told her the serviceman stated the reason for the room not cooling was due to insufficient air flow not due to low freon. she said she would not refund the fee for the freon charge but only refund the service agreement. I feel we were grossly taken advantage of.
Desired Settlement: I would like Berkey's plumbing to refund the $331.00 paid for the unnecesary AC charge. I would even pay for their cost for the freon
We regret that you are still disputing the charges that were charged to you on 7/9/13. After our service manager, ****, spoke to you yesterday, we were certain that you understood that our technician found the a/c system low on freon, which causes the a/c to run longer and not as efficiently. Our technician explained to you that the one room that was not cooling as well as other rooms was possibly due to the door being closed. Our technician got authorization from your husband to add the freon and was given the price before doing the work, which is our policy. Berkeys strives to always do the right thing and we feel like we have done so by refunding the $99 you paid to purchase our BAM service agreement plan. However, our technician followed policy by advising your husband that the system was low on refrigerant and getting authorization to do that work.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I called berkeys today to ask how much freon was added to our system to which the customer service rep said would not be a problem in locating. She said the invoice does not state how much freon was added and how odd that it did not say on the invoice. She said it usually does state how much freon is added. We refused a cleaning and the tech insisted, the tech said it was a little bit low but the system was running fine, he did not state on the invoice how much freon was added, low freon was not the cause of our problem as stated by the tech, I did not agree with what the service manager told me and I clearly stated that to him. It seems very clear to me we were taken advantage of , over charged and misled. I would gladly pay berkeys for the freon they added to my system per their cost. One pound of freon does not cost $300. Shame on us for allow berkeys to clean our system after stating it had already been cleaned by someone els 6 months ago. Shame on berkeys for taking advantage of us. They know they over charged us and performed an unnecessary service. They should refund all our money on good faith and in return we will pay them for their cost of the freon, if any, was added to our system.
When the Berkeys technician was called to this home for a room not cooling properly, he evaluated the system that was responsible for this area. His evaluation indicated that the system was low on R 410A Freon by about 2lbs. The technician performed a leak search on the system to see if it had a leak, but was unable to find one. As Berkeys did not install this system, we were unsure if the system had ever been properly charged to the manufacturers specifications. Upon discovery of the low Freon, our technician presented his finding to the homeowner along with the cost to properly charge the system and received authorization to proceed with the work. Berkeys did not take advantage of this situation, nor did we perform an unnecessary service. A properly charged system will perform more efficiently, cool all areas better, and ultimately prolong the life of the equipment and improve comfort.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Berkeys must have us confused with another client, which must happen often as they are a very large company who performs ac recharge on a lot of systems. Per their response " the system was low on R 410 Freon by about 2 pounds." My invoice states "under inspection found the charge to be a little low" no where does it state how low or how much freon was added. The invoice does however, state r-22 freon was added. No where does the invoice state inspection of the system for leaks was performed. As stated before the ac system was cleaned and serviced 6 months before and no freon was needed. Now I am being told the wrong freon was added to my system? We refused the cleaning, the tech insisted then suddenly $330 later our system may or may not have been low on either r410 or r22 freon. No where on my invoice does it state the low freon was the cause of our ac not cooling the room properly. Which it still is warm in the room if the door is kept closd. The tech checked the temp of the air coming from the duct on that room and it was cooling fine and said we should keep the door open or install a vent.
As I stated before I am willing to pay berkeys cost for the freon added if they can show by gauge how much they added. My husband not knowing anything about ac units was taken advantage of. Based on their statement either they added the wrong freon and the damaged my system to which I want a new system should mine fail in the future or they never added any freon at all to which I request a full refund of my $330.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
We regret that our response to you stated “the system was low on 410A freon” as this is incorrect. This was an oversight on our part. Your system was low on freon by 2 pounds and R-22 refrigerant was added after the leak search was performed. We received authorization from your husband to add the R-22 which is our policy. Therefore, Berkeys does not admit fault in this case. However, we are willing to refund half the cost in the amount of $165.50, in an effort to resolve this issue.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 9659006, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Your company has offered to reimburse me 50% of the fee paid to you for the ac charge. Your technician performed a leak check on my ac and found there to be no leaks. So the question as to why my less than 2 year old system would be 2 pounds low on refrigerant would go back to the installer. And several times it has been stated that the installer most likely did not fully charge the system from the start. In the name of good customer service, if in fact my system was actually low by 2 pounds, shouldn't your technician have told us there were no leaks it most likely was not fully charged from the start? And to that we would have called the installer and saved $331 dollars and the installer would have been happy to come out to reinspect the system and correct his mistake, had he made one. I called the manufacturer and they stated the system would not cool properly, however upon testing the air flow from the vent your technician said it was the proper temperature and the problem we had was a matter of poor airflow.
Business Response: Berkeys accepts no responsibility for any wrong-doing. However, in attempt to come to a final resolution, we will issue a refund in the amount of $331.
BBB's Final Determination: Consumer accepted resolution offered by the business.
|9/6/2013||Problems with Product/Service | Complaint Details Unavailable|
Problems with Product/Service
Read Complaint Details
Complaint: Had a plumbing leak in laundry rm floor. Tech sent, by Berkeys, hired by Berkeys (3 wks earlier) jack hammered tile in laundry rm; guest bath tile, still unable to locate leak; hugh tunnel under bath sink counter into laundry rm. Tech said "leak must have sealed itself off". Then he had to re-route 4 water pipes from manifold to overhead in attic; thus also making holes in my walls to connect for toilet, tub, etc. He made five holes in all in sheetrock. Plastic sheeting loose, mud on beige tile, so all tile in bath had to be prof. cleaned. Tech switched water line & end of 2nd day when he turned water on, poured scalding hot water came gushing out onto the entry hall & into Library. This came from one of the sheetrock open holes he made from guest bath on adjoining wall. The hardwood flooring was ruined. Oriental rug/pad in Library sent to cleaners & flooring buckled, finished came off. I had to pay for his two days of 'jack hammering' and then overhead pipe attic fix - which is what I wanted in the first place. To make matters worse, 2nd evening, the hot water heater would not work. Original water heater 12yrs old & gas valve went out & told I needed new water heater. I said o.k. but different tech's this time to install. Next day two different guys from Berkeys installed, water heater did NOT pass city code when inspector came out. I was pissed off. Berkeys has incompent people working for them - do not know what they are doing. Called pres. four wks in a row, left msg's on his voice mail & he NEVER called me back. He is one sorry son of a gun. Very poor customer service, lousy employee inservice not knowing their job or up on specs for code. Never had guts to pick up a phone & talk to me. I had a $17,000 homeowners claim from this whole fiasco with entire wood flooring replaced due to his tech screwing up with hot water pipe switch. Terrible company - do not use them. p.s. NEVER found the leak!!!
Desired Settlement: I would like info posted so people may reference that Berkeys hires techs who are not knowledgeable on code specs, are not well experienced, did not wear shoe covers, came to my house without business cards, made a dirty mess - had to clean up after them. I would NOT recommend them to anyone. I called the president of the company for several wks, left messages & he has yet to return a call. Lousy customer service. I will tell everyone I know - do NOT use Berkeys A/C Plumbing.
Business Response: Berkeys is terribly sorry for the difficulties resulting from the slab leak in Ms. ******'s home. We have made several previous efforts to resolve the problems to her satisfaction and unfortunately have not been able to do so. We have turned this matter over to our insurance carrier so that they may determine what if any damages for which Berkeys may be responsible and cover them appropriately.
It must have been very frustrating to leave message after message and feel they were being ignored. We have put a system in place so that this problem would never happen again. If Ms. ****** would like to discuss this further with a member of Berkeys management team, she is welcome to contact me directly at ************.
Better Business Bureau: Berkeys merely addressed ONLY the unanswered telephone calls to the President of the company. The issues of untrained, incompetent workers who caused extensive damage ($17,000) to my home & 2nd crew installed a hot water heater - did not meet city code (on two specs) - these were not even addressed at all. This company is still 'skirting' around the other real problem they have. One problem is lack of Customer Service; and (two) is lack of qualified, trained personnel. I want this on the web site allowing other people to view so the public may be aware, when doing their 'homework' shopping for A/C & Plumbing companies can make an informed choice.
BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.
|5/8/2012||Guarantee/Warranty Issues | Complaint Details Unavailable|
Problems with Product/Service
Read Complaint Details
Complaint: On March 27, 2012, I had Berkeys come out to do an AC tune up and to check on an inspection report issue (we are selling the house) that indicated an "off" temperature differential in one unit. Berkey's technician determined there was a coil leak in that unit and I was given the option of replacement or addition of freon. Due to the fact we are selling the house, we opted for freon addition, knowing that freon may not last as long. We supplied paid invoice to our homebuyers. The buyer then contacted the Berkey's technician from the invoice to inquire about the status of my AC system, repair etc. The technician proceeded to tell this man all the details of my "problem" and repair, things not even included on the invoice. This man does NOT own this house, has no right to my personal home information as he was NOT hired by Berkeys's to examine my home. He had no right to any information from Berkey's other than the info that I provided as homeowner. My privacy was invaded not to mention this is now going to cost me a $2000 coil replacement!!! I am sure the tech was not thinking but Berkey's should not allow this to happen again.
Desired Settlement: I want an apology and admission that this was wrong. I also want Berkey's to replace at no cost to me the coil that I am now being asked to replace for thanks to an improper disclosure of my private information by Berkey's tech to an unauthorized person.
Business Response: We have spoken with our technician who did nothing wrong. He inspected the equipment and wrote everything on his contract that he felt needed to be taken care of. The realtor called our office and asked for the technicians phone number, which we gave them. The realtor called the technician and he gave them the information they asked for. However, he did not tell the realtor anything other than what is clearly stated on the invoice which states, "also, down stairs had no freon I did detect a leak gave option to add freon or replace coil." Also, "Breaker on up and down stairs are not properly sized gave estimate. If you add freon there is no guarantee. Problem is that the coil is leaking the freon back out." Berkey's does not feel responsible for replacing equipment at no charge when our technician did not go against our policy.
Berkey's did not contract with the realtor (who is also the buyer). Berkey's contracted with me, the homeowner. Someone else will be doing the repair, not Berkey's and all the neighbors will know this.
***** * ******* ********
Business Response: We are sorry for the misunderstanding. Unfortunately, when we have a seller/buyer/realtor situation it sometimes becomes an issue for one party or the other. In this case, our technician was under the impression that he was giving the information to the correct person. After being asked to alter his paperwork, it became unclear to him. This was not intentional and we strive to do what is best for our customers.
We agree to disagree. I no longer wish to discuss. Regards,
***** * ******* ********
Business Response: We regret that you feel the way you do and wish we could come to some type of resolution.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.