The only reason I'm giving Burnside a 1-star review is because the front office staff has always…read morebeen wonderful to work with.
Unfortunately, my experience with Burnside Gold Maintenance has been extremely disappointing. During a maintenance visit, the HVAC technician (who I later heard was no longer with the company) appeared to leave my system in worse condition than before. After that, Burnside repeatedly presented me with costly repair recommendations.
When I moved into my first home, I scheduled a routine inspection. I was told my existing AC and furnace were old and could fail at any moment, and I was convinced to replace the entire system. Since purchasing a brand-new AC from Burnside, the fan has failed twice, even though my previous unit never had that issue.
The first time the fan failed, despite the unit still being under warranty, I was charged approximately $900, which I was told was primarily for labor. When the fan failed again less than a year later, they attempted to charge me similarly. I questioned why a brand-new fan would fail twice in such a short period, especially after investing in a completely new system.
What made matters worse was their refusal to stand behind their work. I had renewed my Gold Membership only two days before the second failure occurred, yet they still would not provide any accommodation or assistance. I sent emails, made phone calls, and was repeatedly told someone would contact me, but those calls never came.
Concerned about the situation, I posted my experience on Nextdoor and shared the email correspondence. In response, several HVAC professionals and companies reached out and expressed concern over the repair costs I had been quoted. I also obtained opinions from other HVAC companies, and each was shocked by Burnside's pricing. In the end, other companies repaired the issue for around $100, a fraction of what Burnside wanted to charge.
Considering that their maintenance visits are roughly $40 each, it's hard for me to justify paying nearly $200 per year for a Gold Membership when I received so little value and support.
My advice: RUN. Do your homework before signing up for Burnside's maintenance plans or repair services. There are many reputable HVAC companies that provide better value, better communication, and better customer service.
And before Burnside responds with, "We truly appreciate the opportunity to address your concerns," please understand that you already had that opportunity. I called multiple times, sent emails, and repeatedly tried to resolve these issues directly. I was promised return calls that never came and responses that never materialized.
Even the front desk staff, who have always been courteous and professional, seemed surprised that management never followed up with me despite my repeated attempts to get answers.
The reality is that when I questioned repair charges that seemed excessive for a relatively new system and components still under warranty, I was met with little support and a lack of accountability. After obtaining opinions from multiple other HVAC companies, the pricing I was quoted by Burnside raised serious concerns, and other companies resolved the same issue for a fraction of the cost.
I gave Burnside multiple opportunities to make this right. Instead, I felt ignored, overcharged, and pressured into repairs that did not solve the problem. Thankfully, I didn't fall for the same sales pitch twice.
Based on my experience, I cannot recommend Burnside Gold Membership or their repair services. Proceed with caution and explore other options before committing your hard-earned money.
