I deeply regret hiring Brody Pennell. For a job costing more than $12,000, the lack of…read moreprofessionalism, communication, and respect for my home has been unbelievable.
The crew left water bottles, lunch bags, loose screws, random pipes, and other trash scattered across my driveway. They also made major changes to my system without discussing them with me or receiving my approval.
They unnecessarily relocated my air filter from an accessible location to the attic, making it nearly impossible for me to change the filters myself, which I have always done quarterly. When I raised this issue, their response was essentially, "Don't worry, we'll come change it for you." Apparently, they assumed I would pay for an ongoing maintenance plan just to perform a basic task I was previously able to handle myself.
They also removed my existing Ecobee thermostat without permission and installed their preferred system, which sends information back to their company. My Ecobee was better suited to my home and preferences. I had to insist that they reinstall it, and I was met with attitude and resentment for questioning a change I never authorized.
They installed a new return vent above my staircase that is visibly crooked. When I brought it to Juan Molina's attention, his response was, "That's just the way it is." That is a completely unacceptable response to visibly poor workmanship on a $12,000-plus installation.
Because I have a young child, replacing the furnace and having work performed throughout the house was already stressful. The crew claimed they would cover the vents while blowing air through the system, yet debris and loose particles were left in every room.
I spent approximately eight hours accommodating their crew, moving things around, providing access, and cooperating throughout the entire installation. After I communicated the issues that still needed to be corrected, Juan began pressing me for payment and asked, "Are you paying, or is the owner?" I found that question incredibly insulting. I am the homeowner, and I was personally paying more than $12,000 for work performed on my own home. After spending the entire day accommodating their crew, being spoken to that way was demeaning and completely inappropriate.
Ashton, the sales representative, followed up on the day of the installation and assured me these issues would be corrected. Weeks have now passed without meaningful follow-up or resolution. The only consistent communication I have received has been their effort to collect the remaining $1,000 balance.
Throughout this experience, I dealt with three technicians whom I found rude and insulting, unauthorized changes to my home, careless cleanup, visibly crooked work, and a sales process that felt focused on creating future maintenance revenue rather than listening to the customer.
I am a local real estate agent, and Brody Pennell was aware of that. I regularly work with homeowners who need trustworthy service providers, yet they still treated me and my home this way. Based on this experience, I would never recommend Brody Pennell to a client, colleague, friend, or anyone looking for HVAC service.
I expected far better workmanship and customer service from a company charging this much. Instead, this has been an unbelievably frustrating and disappointing experience. They have had weeks to honor their promise to correct these issues, but their priority appears to be collecting the final payment rather than completing the job properly.