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.

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.

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.

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.

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...

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.

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.

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.

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.

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.