Business ProfileforBrown Brothers Plumbing & Heating Co, Inc.

I have been a long-time customer of Brown Brothers, and about 4 years
ago I bought a new heat pump from your company.  About October 1st, of
this year,  I received a letter from BBs suggesting a preventive annual
service.  The price for my unit was listed in that letter at $175.  I
called and scheduled a service appointment for October 25.

During
the service appointment we noted water running out of the unit along
the bottom of 2 sides, f***t and left. I pointed it out, and the
serviceman said it was "normal."  (Video to follow.)  On Nov. 4th, 11:17
a.m., I took a video of the water running out of the unit again along
the same 2 bottom edges.  On Nov. 7th, 11:30 a.m., I texted a video of
the leak to ***** ******, HVaC Service Manager, and requested that he
call me.  Having not heard from  him, the next day I called him again.
He said he had not received the video, but that the leak was probably
condensation. I again sent him the video to appraise the situation. 
Having again not heard back from him, 9 DAYS LATER, on Nov. 17, I called
him again.  He then said that perhaps the pad under the unit was not
level, causing the water to run to the f***t left corner.  I pointed out
that the serviceman had not deduced that when he was here.  Mr. ******
agreed to check into the issue and promised me a call-back NLT the next
day, Friday, Nov. 18.

He did not call me back on Nov. 18.  

On
Monday, Nov. 21, at approx. 5 p.m., a Brown Brothers truck pulled into
my driveway, without an appointment or call.  "***" asked to see the
unit.  First he opened the cover at the lower right-front, and showed me
residue from water that had backed into the tray under the vanes that
had been replaced 11 months previously.  He said that water was not
supposed to back up under the vanes and electrical components.

Then
we noticed a black, tarry, irregular asphalt-like piece, 4 inches long,
lying in the tray near the discharge pipe (Picture No. 1).  After we
looked at it, he said it was original insulation that had come off of a
certain piece of pipe and is used to "control the pressure" in the
pipe.  He then used a metal circular clamp to reposition it on top of
the pipe.  After I viewed it, we agreed that it was not right.  He then
got a piece of foam pipe insulation from his truck and installed it over
the pipe with plastic zip ties.  (Picture No. 2) The picture shows a
gap between the foam pipe insulation and the zip ties.  And finally, he
checked the discharge pipe and showed me that it was clogged.  He then
cleared the blockage by hand.
 
I need to know if the pipe
insulation he used is acceptable and properly placed.  Second, I need to
know if it is "normal" for condenstion to run down two sides of the
unit in addition to the discharge pipe. I will forward the pictures and
the video to you if you will kindly tell me your email address.

Also,
I need to know why the bill I received from Brown Brothers on Nov. 22,
is not for $175 as expected, but for $240.  As I consider my next
options, I'd like to hear from you on these issues NLT Monday,  Nov. 29,
2022.  Pictures to follow.