Westbrook Service Corporation

They sold their residential HVAC service to a separate company, so I'm not sure writing a review even matters. But if you were a business I'd think the core values of the company will seep into it! They're overpriced and very short on the post-sale end. Sold us a Lennox unit that had ALREADY been sued in a class-action lawsuit a year earlier for using defective copper alloy coils that spring a leak. The coil has been changed twice already in last 4+ years. I'd venture a guess that they were trying to get rid of these units as fast as they could out the door, and stick us with these $12K lemons.

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.

I bought my unit less then 2 years ago and have had these people out to fix it every couple of months. I got completely scammed by them. Last night it broke again. I'm not even going to bother with them I'm going to call another company.

Westbrook replaced our entire A/C system in 2011. Since that time we have been hit with thousands of dollars in repairs for parts that keep failing in our top of the line Trane AC system. On average every 6 months my nice new AC breaks, I should have kept my old ancient system. The parts are under warranty but the repair costs are outrageous. As the repairs started mounting and I questioned the quality of work the Westbrook managers were very clear this is normal. So if you agree it's normal to have a new $$$ AC system break every six months go with this company but if you want quality workmanship go some place else.

There is a part of me that wants to rip this company a new one. And, then, there is the grown-up pre-internet part that says if you can't say anything nice don't say anything at all. PHOOEY.

I originally looked into this company because they did all the things I needed in my new house and I figured communication would be better because of that....no.

I had both plumbing and electrical work actually done and a quote for air conditioning installation. I did much of this via e-mail with their company....MISTAKE!!

Plumbing: The plumbing was done fine. He was an old school plumber...gave him a list and he accomplished what was on his list. What he got wrong was because of the incredibly POOR communication between Westbrook and their sub-contractors.

Electric: We, at first, thought the electric was fine...gave them a list and got it done.  Except he didn't. The very first, most important (potentially life-threatening) thing on our list was ignored. I would, again, blame it on the poor Westbrook communication, except that we had discussed it with the actual electrician repeatedly. We, also, asked him to give us an idea on another issue with our home. He gave us a quote of $17K. In a follow-up conversation with a non-Westbrook contractor, it seems like the issue with that quote was actually not a thing. My internet research also seemed to indicate that that amount was RIDICULOUS. I have almost the same list I gave to these people originally to deal with. Fortunately, I have since learned my lesson.

And, then there was the A/C...when the a/c guy first swung by, he gave us a guesstimate of around $10k which seemed fair...it even would have seemed fair even if he bumped it up a couple thou when he actually started looking into it better.  But, when his actual estimate wandered around, it was $24K!! My other other estimates ranged from $6K (who later said it should have been around $8K, but he stuck with his original bid) to $12K. So, really? $24K for a product which gets wishy-washy reviews and more than doubles everyone else's quotes? Really? I think not.

I don't know whether Westbrook is just inept or actually encourages their contractors to....we'll go with ....exaggerate, but I would run far and fast from them.

They didn't diagnose the real issue until the 3rd visit within 4 days! Westbrook AC department was called out last Friday to service my AC (located in the attic) that had condensation so bad it ruined the drywall and insulation around it. They said they fixed the issue and suggested three parts be replaced. The unit was still leaking when the same serviceman came out to replace those recommended parts 4 days later. He said I was good to go and everything was fine. I had a handyman scheduled later that same day (yesterday) to fix the ceiling drywall and replace the attic insulation and when we pulled everything down to clean it up, he saw that the unit was still leaking. I called Westbrook back out and they sent a different guy who said there were holes in the pan. He said he had NO IDEA how his colleague missed this on the last two visits he was there - one of those visits being just 1-2 hours earlier! He told me the unit needed to be reinsulated & I needed a new pan for $700 but he highly recommended I just replace the unit. He said the pan would need to be ordered and its a pain and takes longer. He seemed to be really pushing for me to purchase a whole new unit so he did not have to bother with measuring the pan, etc. He offered no other suggestions or temporary fixes even just for the evening. I saw no choice but to replace the pan - as my ceiling is literally non-existent in the master bedroom right now. It's been almost 24 hours and no one has contacted me to get this work scheduled as promised. I have now been forced to go with a different company even though I purchased the maintenance program with Westbrook. I fully intend to be reimbursed for that so-called maintenance program and the parts that were replaced yesterday. The lack of competency has been unreal. A huge disappointment especially after the plumbing services from the same company has been more than helpful in the past!

Was sitting at a stoplight for at least 3 minutes due to Westbrook vehicle refusal to run a stale yellow. Vehicle shows no signs of urgency though clearly in a 24 hour emergency vehicle.

I recently encountered a situation were Westbrook was not as forthcoming and even after a multi yr service contract we employed another provider. Not over price but rather due to poor communication and a lack of trust.

We love Lenox air conditioners.  And Westbrook is the best place to get Lenox.  They know the brand and their equipment inside and out.  Nine years ago we replaced our complete system and it works as we expected and Westbrook takes great care of us and our system.

Didn't appreciate that the tech was on his phone during the visit.  He needed a return visit to adjust the original repair as perhaps his concentration was elsewhere.

Excellent work, friendly and competent staff and technicians. I am selling my home and Westbrook did a partial re-pipe, numerous plumbing and electrical repairs and put the A/C, plumbing and electric in tip top shape. Thank you Westbrook.

To make a long Story short. I bought a new Gas range and needed a piece changed because it was outdated. I supplied the Westbrook Plumber with the installation kit that has all the parts to do the job. I explained to him what I need done and he swapped out the old piece from the line coming out the wall with a new one from the kit. Only to find out 2 days later when they came to bring the new range and hook it up, that the piece he put on there was the wrong connector!! The part that goes on there first was still in the bag!! Ergo a potential gas leek waiting to happen !!! Lucky for me the guy that delivered and hook up the range was able to fix it for me.
I called Westbrook and got now were, cause the person that answers the phone has to tell someone else that may or may not call you back hours later with no resolve. I emailed a picture of the faulty installment to the email adresse  I was given and 4 weeks later, still no resolve. I payed $150 for a improper job that took the plumber 15 min. the most!!! Well needles to say I disputed the charge on my credit card. I have no high hopes of retrieving my Money, but I will definitely try!!
I should have check Yelp and the BBB for reviews before calling Westbrook. Lesson learned!!
Never again!!!

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.

We called Westbrook because our water line sprung a leak and of course, OUC didn't want to pay for it.  Westbrook called us back immediately and offered to come out same night or next morning.  We chose next morning because they would apply the service call fee to the bill.  They showed up as promised and immediately called us with an estimate.  The technician offered several options, both reasonably priced.  The work was done, completed, and the technician even gave us a heads up about another potential issue.  We are more than pleased and would use them again!

I called and set an appointment for some non-emergency work for the next day.  They never showed up, never called to say they were lost, never called to confirm the appointment...Nothing - just a complete No-Show!  Unacceptable!

I wish I could leave 0 stars. I needed a gas valve changed at my in-laws house. Their appointment last week was scheduled for 11am. They were 2 hours late and never called to give status as to what time they would be there. Then today they charged me $180 for 15 minutes of work to change a valve. The service guy was rude to my mother-in-law as well demanding she pay him before started on the work. If he would have read the service order he would have known to call me about the price in the first place. Awful. Will never contact them again for any of our properties.

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.

I ended up having a few HVAC Companies come over to give me quotes on a new heat pump and air handler.  One Stop Cooling and Heating came over and when I explained what happened with Westbrook their representative called their office and set up a FREE second opinion to inspect my equipment and determine if/where the leaks where.  Today their guy Paul came over who was incredibly nice and spent a good 45 minutes taking apart my air handler and tracing the coils with this magic wand looking freon detector.  He did the same to the heat pump outside.

He was unable to locate a leak so he actually brought out his second freon detector just in case.  Still no leaks.  This isn't to say there isn't a leak in the line running from the air handler to the heat pump, but I have to say the diligence and thoughtfulness of One Stop really won me over.  We agreed to monitor the equipment and in a few months take another look to see how well the heat pump and air handler are running or if any additional freon leaked out.  Cost me nothing and possibly saved me a fortune - will update as this goes on.

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!

Terrible service!  I made an appointment with them a week ahead of time for 9 am for a home we don't live in.  I explained the whole situation and was assured someone would meet me at 9.  Waited till 9:30-called to make sure someone was still coming.  Was told there had been an emergency call and so they weren't sure when he would be out-he would call an hour before?  Excuse me?  Why did no one call me and respect my time?  They couldn't have been more unapologetic.  No big deal-you'll just lose my business and anybody else's who expects good service.

Mario is awesome.  Very impressed with Mario and his honesty and hard work.  I had a leak that he found in no time.  Scheduled service and it was done both fast and efficiently.  I am very satisfied with the job and would like to commend Mario for his great work ethic and his honesty.  Highly recommend.

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.

They were supposed to get back to me about whether they could put in a new gas stack on my roof and they never called even after I texted a picture to a Kevin

Just had some commercial work done. Mike in electrical was extremely helpful and spot on with a technician that showed up on time, knowledgeable and handled my issue with complete satisfaction.

I have been using Westbrook Service for many years now.  I continually have good experiences, and on the odd chance I don't get good service I find the office ready to help.  On my last service which was a tankless water heater maintenance, Jay was incredibly efficient and professional.  My equipment (both HVAC and plumbing) has been working well with the ongoing maintenance required.

Ok.  So having an Air Conditioning system break you are desperate in Florida.  And that is the problem.

Companies are banking on you spending anything to fix a problem.  When the technician came at $82 to show up.  He quickly decided it was the outdoor capacitor which is $280.  As he was replacing it I checked online for the same thing and it was $15.  I told him so and he laughed at me saying well you are paying for me to diagnose it.  At that point I was done with Westbrook and I'll be looking for another company in the future.

I want a company that is going to not feed off desperation but make a realistic charge which will in-turn make me recommend and call them more often.  

I will let you know when I find one :).

I have never used this company, but heard much negativity. I would never use them because of bad reviews. I want to suggest contacting Home Advisors!  They are like Angie's List; however, you don't have to pay for their services. Home Advisors do background searches, check the BBB for complaints, etc. They also encourage people to do reviews on their site that have used contractors they have found on Home Advisor. I've used them on a couple of occasions and was very happy!

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...

Great tech and was able to provide me with additional instructions on my gas fireplace. He even helped me move some boxes that where in the way because we just moved. Reasonable price for same day service and he fixed the leak.

We have been used Westbrook for years. Their technicians are sincere and  honest. It's a good company I will refer to my friends.

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.

Came to fix a gas leak on my pool heater without proper parts to fix same. Told he would have to come back on the next day with a additional charge starting above todays $150.00 !!!!

The fix was finally done without using parts that was not on his truck. Really wondering how long this type of fix will last ? I hope for long time ? Not sure !

Run....this company has a plan for VIPs, if you are not a prepay customer with their plan you are pond scum.
Monday we called for an estimate for total replacement of overflow and drain for second bathroom. We where told that we needed an in home estimate and the would be out Tuesday after noon. At 3pm and again at 5pm we called them wondering why no one had arrived. Both times we where assured that they where still coming, that they had 24hour service. Well, at 5:45pm we received a call stating they where not coming out....there was an emergency that all techs had to go too? They would be out at 10am.  Both of us work normal hours so half a day of work was missed by my spouse, today was my day to deal with it. At 7:45 I called and left a voice mail wanting to know why we where not scheduled 1st after the bs the day before. I received a call at 8:30 after I already called and scheduled someone else. She stated we where on for 10am, I said no we are not, I will never do business with Westbrook again! She asked if they could do anything, I said no. At 8:45 Prado and Sons came to help. At 9:33 Westbrook called, Rick the manager, I let it roll to voice mail. Well the voice mail stated the issues and then He left an estimate of $400!! Prado did the work for $175. So, why could they not have done this the first time. No apology for the time sitting around waiting.....
I assume that if you are not on their VIP list, you just do not matter.

Called Westbrook regarding rinnai on demand gas water heater not working, as they installed it. We were told they do not do residential.  They gave us a number for service experts.  They told us to call a plumber...really?
Terrible customer service.

we had Westbrook do a complete repiping of the house.  Overall I have had much better experience with Westbrook in the past and not sure what the issue was this time.

On a positive note - Dante was spectacular.  He was a fantastic technician, went above and beyond what we could have ever asked him to do - very impressed with his capabilities and extra care on our project.  The second technician, Jay was very good - but did not stay for the third day of the project.  Frankly that is probably where it fell apart for Westbrook.  Dante showed up on time, ready to go - but he had no help until noon and this house really needed three technicians to finish.  At the end, the project was rushed, a line was not crimped and we had a major break (outside) which caused some debris in the main line.  We could not get pressure until the lines were redone under the house and by 10pm I was beat and very disappointed in the Westbrook service.  If Dante is the technician, I am sure you would be fine - but caution on having this firm rush to the finish line without the quality checks that should have been accomplished.

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.

I used Westbrook to install my Trane A/C unit over 5 years ago.  They were highly recommended by Angie's list members.  Since then I receive a call every 6 months reminding me its time for my semi-annual tune up.  The technicians are almost always on time or early, they are polite and efficient.   They might not be the cheapest in town but they are great with customer service.