Complaints

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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.

  

  Business response

  12/19/2022

  Customer was not sure which unit he had. 

  I have communicated with him and this issue has been solved.

  Thank You,

  **** ******** President

  Customer response

  12/29/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******.  In response to Mr. ********'s message, I  AM SURE that I bought a "Heat Pump"  HVAC unit from Brown Brothers, listed in his solicitation for service letter, dated September 30, 2022.  The stated price for service was $176.00.  

  
  

  If his statement that  the "issue is solved," means he has withdrawn his bill to me of  $244.19, then I accept the solution.  

  
  
  

  Sincerely,
  
  **** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩