This is the absolute best experience I've had with any type of skilled trade company that wasn't a personal friend. My boiler kept going out, and Marty (who is very personable, informative, and honest) was an absolute pleasure to do business with. He was very conservative with his approach, fixing the cheapest possible cause first. He ordered an expensive part and kept it in his, so in case the first round of repairs was not enough to fix the malfunction, he could come over quickly and get my heat back on without any delays. Luckily, that first thing wound up fixing the issue, and I didn't have to pay for what would turn out to be an unnecessary, much costlier repair. It doesn't hurt that the company has very customer-friendly policies: responsive 24 hour service (not just lip service), no diagnostic charge if a repair exceeds the cost of the visit, and no charge for any subsequent visits for the same problem within 30 days. Trustworthy, reliable repair is notoriously hard to find, but I've found it here! read more

Scamming senior and the sick. Set up a rental of water softener for my sick brother by putting it in my parents name. Rental agreement is 10 years and you never own the water softener. Jeremy Young Took advantage of seniors convinced them it was a service plan. Brother died 1 year later and now the home is being sold, but now the senior parents have to pay off a scam rental, then pay for a new water softener to get the house sold on top of it. read more

This company is holding a contract against a dead man's family that has been paid on for 5 years. No termination upon death was written in the contract. A lien has since been issued on the property, there is no estate, though ownership has changed. They want their 20 000, for a 5 year old unit that has been twice paid for. An old man got fleeced by this company. read more

I have posted reviews about this place and the last two times I had to call to get salt delivered. I asked them if the bracket that holds the water filters that they had me buy ever came in so I could use them like they're supposed to be used everything in my house has rust stains. I miss my Kinetico Water softener . if you have one of these water softeners, don't let them con you into getting none of theirs cannot stand all the rust stains. You have to use crystal salt can not use salt that has rust remover in it. read more

Unfortunately, there is no option for negative stars. If you hear that your elderly parents, or anyone else you care about, have contacted this company, put a stop to it immediately! They prey on helpless elderly people, scaring them into replacing perfectly good furnaces. Luckily, my parents told me what was going on in time to intervene. We had a second company inspect it and there was NOTHING wrong with it at all! One of the parts cited actually has a lifetime warranty from the manufacturer! The burners that they said were bad are actually in "great shape." This company should be forced out of business for their shameful, dishonest, and despicable practices, conning venerable people out of their hard-earned money, $12,000 at a time. read more

There were two men that came to my house. Why two? One was the repairman and the other a salesman. They were at my house for almost four hours. I believe that they needed to sell me some parts or a new furnace. I did not need the parts they wanted to sell me. Nor, did I need a new furnace or air-conditioning system. They told me that the coolant in the A/C was R22. It is not, as it was changed out about 6-7 years ago by the serviceman that had worked on it, at that time, Shame on you, BW Cook. How many more customers did you succeed in selling them a HVAC they DID NOT NEED?? read more

I had a great experience with BW Cook for plumbing. Philip was excellent, personable, and quickly solved our plumbing issue. He called in advance to let me know he was on the way. Cleaned the toilet afterwards as well. I scheduled 2 days ago as well. So they were fast , yesterday was a holiday. read more

I've made previous complaints regarding their billing system. We pay on the due date each month on the ebilling system online. However, we are called each month to ask when we plan on paying!! We were told this would be addressed and someone would call us to discuss, but hasn't happened. Their system does not see the payment for a few days since it is coming from a bank account. This is not our problem!! If we are entering the payment on the due date, we have paid on time! We are beyond frustrated and regret having ever used this company. read more

On 09-13-23, Seth and Brad came to my home for the yearly inspection of my furnace. They arrived at the beginning of the 2-4pm time window that I was given, and they were both courteous, respectful and polite. They put booties over their footwear upon entering the house, and they quickly and thoroughly inspected my furnace replacing the dirty air filter. They informed me of the condition of my heating equipment which was all good before they left. They were a pleasure to deal with, and I will definitely request them in the future. Thank you Seth and Brad for a fine job. read more

Since installing my furnace and air conditioning unit, I've been pleased with them. Love Denis and Kirk they explain things like a non industry person can understand. These 2 guys are so good at their jobs and work so well together that it's a pleasure to have them in my home. read more

Vincent and Ethan were our service technicians. They were prompt and professional. I appreciated the photos that they took with areas of concern for us to watch. Vincent did an nice job of explaining the issues. read more

We have had our furnace and air conditioning installed and maintained by BW Cook for several years now. Their service and value of that service has been excellent. We highly recommend them. Steve and Tami read more

October 2023 had water in furnace room and mold along baseboards called BW/Cook came right out but water coming from attic in chimney area called Towne Restoration, after problem resolved called and spoke to Ann Nelson at BW/Cook to schedule furnace tune up and hot water tank flush, she informed me of their prices and they were BETTER than others used in past. She worked me right in, it was cold out and afraid to turn on furnace. The 2 technicians were great. My thoughts WHY DID I EVER STOP USING THEM well that mistake has been ratified and Iam back as a BW/COOK CUSTOMER. Call Ann and she will do good by you!! Vita Marino read more

Today John Whitfield with BW/Cook serviced our HVAC system and did a really good job! He is also very professional and personable. I would recommend them for sure. read more

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 read more

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.. read more

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. read more

The Service technician, Ron, was the best technician in every way with the customer his primary focus. He was respectful to our home and to us. We have used service experts now for about 12 years. We have purchased their heating and air-conditioning, and use them for our yearly service contract. It seems that their technicians are all long-term employees. This is a huge benefit. read more

Thefurnace rebate of $500 and $150 is a SCAM. We had a new furnace and AC installed April 4. Part of the deal included a rebate (actually it was the "deal maker"). Salesman said that Cook would do all the paperwork and we would get rebates in the mail in 6 to 8 weeks. Today is July12. No rebate. I have called to check on it, Salesman and rebate specialist gave me quite a run-around with various excuses. The last I talked to rebate lady, the paperwork hadn't even been sent in yet. I phoned both people this week, left a message, and they didn't answer my calls. Thought Cook was a reliable company.??????????? P.S. the enstallers were great..... did an excellent job. read more

I had a new water softener and water heater installed by BW Cook. WHAT A MISTAKE! When they showed me how the water filter could be changed without shutting my water pump off, I thought it was a great feature. The plumbers installed up so high up and close to the floor joist that I can't use that feature, let alone the wrench I need to operate that feature. I have to shut off my well pump to change the filters, on my Kinetico water softener they took out(which I dearly miss) I could use salt pellets with rust remover that kept my rust staining to the minimum. It had a house filter before the softener and one after the softener. the filter that BW cook installed are connected next to each other and now I have rust stains appearing in my washer! the plumber told me I have to use the salt that they supply and I can't use my salt pellets with rust remover. DO NOT LET THEM CON YOU IN THEIR WATER SOFTENER ! Pay a little more and get a Kinetico, because it also works without any electricity. During a power outage in my neighborhood that I had last December I had to go reset the BW Cook water softener. I never had to do that with my Kinetico. I can't wait until this BW Cook water softener get paid off, so I can get another Kinetico. Oh when I need to take a shower, I can stand under the filter, my other filter where installed below my chest. I can't hold my bucket up high enough to keep the water from going all over the basement floor! Elkhart has a high iron content in it's underground water. I do not want to invest in an iron filter system. read more

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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. read more

If you enjoy being up-saled these are the folks for you! Their first quote for a 40 gallon hot water replacement with installation was $3000. I walked away to think and when I came back - surprise! The price was reduced by $700. Found someone else who will do it for $1000 less than their second quote. Never again. read more

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. read more

We purchased a second home and BW Cook was recommended to us for cleaning our air ducts! I don't think they had ever been cleaned. I was thrilled. Arrived when the said they would arrive. Very communicative. I recommend. read more

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. read more

Our water heater thermostat died and the tank sprung a leak. Jason hooked us up with the tech Ryan. Ryan arrived on time, filled us in on everything we needed to know, did neat, quick work and hauled away our old tank. Pricing was reasonable and we were able to pay right in our home with a debit card. He even gave us advice on how to flush the tank to extend its life. read more

Our water heater went out late at night and BW/Cook was easy to get a hold of and schedule a visit quickly. They were upfront about base cost for the visit too. Our service expert Derrick came early, fixed the issue immediately and then stayed long enough to be sure the water heater would still work after a 2nd cycle. He helped me better understand the system too. Couldn't have a higher recommendation. read more

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. read more

Very demeaning toward an older client. Repeatedly told client that "you probably won't remember this." Accused client of "messing around with the thermostat as most older people do" and of opening all the windows [not true]. Claimed nothing wrong with AC that hadn't run for 3 days in an intense heat wave and left. Follow-up tech the next day claimed nothing wrong and repeated nearly word-for-word same disparaging verbiage toward elderly client and her disabled husband. This repair person also left with the AC not operational. Client finally phoned her son who called BW and waited for repair person to show up. It was only upon the son's insistence that the "repair person" finally said that he had discovered something wrong. He said that he found an insect in the outdoor portion of the system, but couldn't show it to the son because he had blown it out and away. Son told 80+ yrs mother that it very much appeared that they were trying to get her to buy a new unit. He then told repairman to fix it immediately. Son also advised that considering the non-productive attempts to repair the AC during a warning-issued heat alert, the couple should not be charged for the repair. Repair person hesitated to agree, but did fix problem, and left when asked to do so. SUMMARY: an elderly couple, during a warning-issued heat alert, was denied adequate service = created a very dangerous health situation and shameful customer service. read more

Never showed up. We called and they said he was on his way, called back 2 hrs later and they said they would send a different technician. They said they would call us when they could get one in the area. They never called back and he never showed up. We can't shower or do laundry. If we would of known the service was this bad we would of called someone else. We could of had it fixed and moved on with our day, which we had so much to do. read more

Called about my a.c. on the third of 80-90 degree days. Tech was promised w/in 30 minutes and showed up sooner. He quickly assessed the situation (I'd been away and didn't realize the a.c. had been off most of the time; the house was hot and humid because of it). Told me everything was running as it should and that the house was cooling and would keep doing so. Well worth the $84 to be sure I wouldn't be miserable tonight read more

Never have had an issue with their service plan or the techs that install and repair the units. Definitely would recommend them to anyone. Randy is one the the good guys that will take care of you when he is on the job. read more

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. read more

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. read more

For a relatively modest monthly charge, we are assured of first rate maintenance on our HVAC equipment four time annually. We have been on this program for at least 10 years and have never found fault with any of the service technicians. The service includes regular filter changes and adjustments as well as benefits regarding any repairs that are required.. read more

I have been with this company for 19 years since I moved to Elkhart. I had a very early problem with one technician in my first year here who tried to sell me a new furnace rather than take the time to clean the existing hybrid one and ordered the wrong parts for it. (A different technician came and found the parts were wrong, cleaned the furnace and it continued to perform for another 6 years.) Since then I have had excellent service from reputable technicians who are cordial, professional and willing to go the extra mile to make sure everything is in working order. The technician calls before hand and arrives on time. In those 19 years they have installed two a/c units and a new furnace. I am on contract with them and they call to remind me it's time to check the operation and ready either the furnace or a/c unit before it is used for the season. They also answer all my questions and share some tips as well. My furnace is in the attic and they have worked up there in the blistering hot and the frigid cold without a complaint. They also do a good job cleaning up after themselves(: read more

My air conditioning stopped working on Thursday June 29. I made an appointment online with BW/Cook Service Experts on Friday. Time window was 4:00 to 6:00 pm on Friday. Left work early so I could be home by 4:00. Tech did not show, did not call - very unprofessional. Called BW/Cook Service Experts Saturday morning spoke to a call center who knows where. Nice lady, she said she could not say what time a tech would show on Saturday but he would be here. Later that morning received a email saying the new service window was from 2:00 pm until 4:00 pm. No joke the guy did not show and did not call. I will be calling another company Monday morning. Don't waste your time with these losers they overbook their techs and leave you waiting and waiting. Never again. read more

Had a second opinion come out. BEWARE, BW told is several lies. Was massively overcharging on refrigerant cost, overstated the time it would take to fix our issue and tried to charge us hundreds of dollars more for a job that took 90 minutes, although they said it would be a 3-4 hour job... read more

Experts? Hardly... I'd give zero stars if possible. My neighbor who is an older gentleman noticed the Service "Experts" truck in my driveway and was sure to call me as soon as they left to warn me about them. Seems that he had a unit put in by service "experts" and had to pay someone else to make it work properly after the "experts" were done with their botched installation. I had called them because my furnace was short cycling, they came and basically did nothing except tell me my furnace was short cycling and gave me a bill for diagnosing what I had already diagnosed and an estimate to repair which was more than a new furnace would be. They then continued to call me to try to set up an appointment to give me an estimate on a new unit even after I told them to stop calling me. Make sure you shop around, you will find real experts for 30-40% less money. Shortly after all this mess my fiancé had them come out to turn on the water for a new house she had purchased and called me concerned that her well pump kept cycling. I went to investigate and the "service expert" hadn't even turned the valve on to the bladder tank. These are "experts"? More like service clowns. Don't be fooled by positive reviews you read on here, most they are written by employees. If you want real service experts, you won't find them here. Run, run fast away from this company. read more