Brown's Home Heating & AC

I needed help with the AC repair in the middle of a heat wave in July. Steve called me back quickly and then sent Andrew the next day!! Lana kept in touch with me through it all and she kindly updated me every time. Andrew came back and took great care in making things perfect again. He did an excellent job. He was so friendly and kind to us!! We really appreciate this company!! They are awesome people. Have been recommending them for about 7 years now!! 10/10

Spring 2020 AC installation was fine, the annual service for the furnace was done except the service man forgot to check our humidifier which my other Heat and AC company always checked! The owner Mr. Brown seems honorable, what bothered me was that the owners wife Christine wanted to do a contract swap! She wanted my partner in life who is a contractor to do contract work for her in exchange for the installation of an air conditioner in my home" I am shocked !!!!! I owned a home in Ajax in the late 80's, then in Pickering for 21 years and 12 years in my present home" I find this sort of sad for Mr. Brown where a family member attempts to undermine the integrity of his company!
The whole experience left a bad taste in my mouth

I have used Browns at my current and previous home every time we need repair or service on furnace and air conditioner. Service has always been prompt and friendly. Price is fair. They have even explained how we can fix or prevent some issues on our own. I would recommend them to anyone.

The technician came to our home many times to fix our furnace and heat pump unit. After several visits and a bill of over $1867.00 it still wasn't fixed. He left his testing gauges on our heat pump and didn't tighten them properly. I had to get another company to come and remove them only to find the unit had been completely emptied due to Brown's technician not securing them properly. They should have been removed at the time of service but we waited over a month for the technician to come back and remove them. The service calls originally started in January and our units still were not fixed as of April 3. The technician had to come back several times since he said it was fine every time he left but the last straw was when he left his testing guages in place and we still had the same issues. We didn't get return phone calls, texts, or emails so gave up and had to hire another company. We do NOT suggest using this company for any heating and air conditioning service. They are unprofessional and totally untrustworthy. They will not return our overpayments or get back to our requests by email. They will not answer why were billed for items that we should have never had to pay and are dodging our requests for information and refund. The only recourse we have is to write honest reviews so nobody else gets duped the way we did. 100% money back guarantee is a lie.

Avoid this company. The perfect example of a terrible customer experience. I wanted to support a local Durham Region company so I chose this company for a new furnace and new hot water tank for my house in Pickering. Here is how it went:

Oct 16, 9am - I call and speak to someone to tell them my furnace is no longer working properly. I give them 3 times that week that would work to come and inspect. No one bothers to follow up or call me back to make an appointment.

Oct 16, 5:30pm - I email Browns to let them know no one has called me back and I now only have 2 windows of opportunity that week.

Oct 20 - Sales person/ technician Mat shows up. Seemed to know his stuff. I agree to use Browns to replace my furnace and, I also want them to replace my rental hot water tank and purchase a larger model from Browns (and therefore pay Enercare $800+ to break my current contract, which I did in order to make the purchase from Browns). Mat writes up an invoice for the new furnace. I give write a cheque for the deposit. He promises to drop by the next day and deliver marketing materials on the new furnace and to follow up about the hot water tank purchase. He also promised I will receive details about when they will be back at the house to install the furnace on October 30th.

Mat never shows up again and never follows up on the hot water tank I want to purchase. I also never hear from Mat again. No one ever contacts me to confirm when someone will be installing the furnace either.

On October 24, Christine from the office enquires about Mat's visit on the 20th. I said Mat was great and that I also wanted to buy a hot water tank from them but Mat never got back to me. Christine also never responds. I decide to let it go. I'll purchase a hot water tank elsewhere later.

Mon Oct 30, 10am, furnace is installed (A stretch of very cold weather has just begun).

Mon Oct 30 at 2pm, the furnace stops working and will only spit out cold air.

Mon Oct 30 at 3pm, I call the company to inform them.

Mon Oct 30 around 4pm - their on-call technician calls to say he will try to get their soon but he is dealing with his children

Mon Oct 30 around 8:30pm - he calls again to say he hasn't been able to leave his children but could come later. I decide to be a good guy and let him stay with his family and come the following day to inspect this brand new furnace that doesn't work.

Tues Oct 31, 4:30pm - the on-call person shows up and cannot figure it out. Has no idea why the brand new furnace is not working. I let him know that I will come home early for them on Wednesday at 3:30pm so they can deal with the problem.

Wed Nov 1 - no one follows up, no one calls, no one shows up. I repeatedly try calling the on-call repair person. He never picks up. I call Browns Home Heating, but an answering service picks up. They say they will have the owner call me right away. That never happens.

Thurs Nov 2 - Christine calls with zero plan and zero solution... 4 DAYS AFTER their non-working furnace is installed. We discover later, a defective part is to blame. They refuse to give me a new furnace but want to try replacing the part and schedule another day to do so. Christine suggests I should call the furnace maker myself if I want a solution. It is freezing cold and I cannot take more time off for Brown's problems. I insist on having it repaired that evening.

That evening, apparently the owner arrives and finally fixes the furnace. However, I do not even have a filter for my furnace and it is a very rare size. He was annoyed when I enquired why the sales guy didn't tell me about the filter furnace as if I was expecting too much. He promises to drop a proper filter off for me the next day and charge me for it. He never does.

I never hear from him again. Nor Christine. Nor the after hours technician. Nor the sales guy. Nor do I ever get a brand new hot water tank that I told them twice I wanted to buy from them.

Oh, and to add insult to injury, look at their level of quality sealing up the exhaust to my furnace. And thanks for leaving your garbage!