Brown Brothers Plumbing & Heating Co, Inc.

Brown Brothers is an excellent place to do business. We had to have a new pump put in the well of a rental house a week or so ago. They did an excellent job. My husband wanted to let you know how well the team worked together and they did a great job. We think there is no better place to call than Brown Brothers. Thank you for doing such a good job!

Contracted company to repair leaking water heater. Repair resulted in laundry machine failure causing flooding in the house and damage to interior.On 12/15/14 we had company come to our house to repair leaking hot water heater. We also had them re-route the overflow piping from the appliance to the exterior of the house.After completing their service and leaving the premise we found that water was not flowing through to our laundry machine and kitchen faucet. We had to call them to come back to rectify the problem.Plumber accessed Whirlpool Duet laundry machine (Model [redacted] after stating he was not an appliance specialist. Assume he cleaned sediment filter in machine. He also took apart the kitchen faucet to clean the filter there as well. Water then began to flow to both washing machine and kitchen faucet.Homeowner began a load of laundry to wash. Homeowner left the house for errands. Homeowner came home from errands to find the laundry machine had blown open, and had flooded the entire downstairs of the house. Homeowner immediately shut down laundry machine and began removing water through use of towels and wet vacuum. Also contacted Brown Brothers and notified them of issue.12/16 emergency restoration team from insurance company arrived to install dehumidifier unit and high power fans to begin intensive water remediation. Plumber arrived to review problem, says they are not sure why the laundry machine would have malfunctioned. At this point hardwood floors, laundry machine (electronics) and potentially lower kitchen cabinets are ruined and need to be replaced. Homeowner is waiting on assessment and estimate from NC licensed General Contractor.Homeowners have been in contact with plumbing company representative [redacted] who came to the house to review with homeowner insurance adjuster on 12/18/14. Homeowner has a $2500 insurance deductible to meet to begin repairs to the home caused by the water damage that is a direct result of the laundry machine that malfunctioned due to plumber attempting water flow repairs. The home owner also has to replace the washing machine and the insurance adjuster has stated they will not cover the replacement of the washing machine. Homeowner also received bill from plumbing company dated 12/22/14 for $787.85 for 10.5 labor hours combined for two employees. Plumbers were not on premises more than 2.5 hours.Homeowner has been in communication with Brown Brothers representative on what actions the plumbing company would be taken by them to help rectify the problem homeowner feels was created by plumber errors and mistakes. The insurance company will not cover the cost of replacing the laundry machine because it was the source of the flooding problem. A new matching dryer must be purchased that goes with the new washing machine because they are stacking units. If the matching unit is not purchased and a different drying machine/product is used with the new laundry machine it will void the laundry machine warranty.Homeowner spoke to Brown Brothers representative on 12/29/14 and he stated their resolution would be just to split the plumbing bill of $787.85 in half with us to help make up some of the cost. Homeowner stated that was far less than satisfactory and expected a better resolution from the plumbing company.As of 12/31/14, Brown Brothers not communicated back with the home owner to resolve these problems.Desired SettlementHomeowner feels plumbing company should be responsible for (1) providing an accurate bill of their services provided, (2) plumbing company responsible for $2500 insurance deductible that now has to be paid by homeowner and (3) be responsible for the cost of the laundry washer and dryer that had to be purchased by homeowner.Business Response /[redacted]/Consumer Response /[redacted]/Brown Brothers response that we were informed to run the water in the bath tubs is true, but not accurate. We did run the water in all the tubs and sinks while they were still on premise, the 1st time. We still had to call them back to come and fix the issue created with the kitchen faucet and laundry machine.In our direct conversations with [redacted] from the plumbing company, we told him that as professional plumbers they should have known what steps to take to address any potential sediment issues, and that they should have performed those steps as part of the service call to our home. Further, we have also since been advised that additional steps (beyond what Brown Brothers suggested we do) probably should have been taken, and these steps should have been part of what THEY (Brown Brothers) did as part of the work at our home before they left. We can also again go back to the plumbers on their 2nd trip to our house to remove the sediment from the kitchen faucet and laundry machine. The plumber stated (and we quote) "I don't know anything about this washing machine" but still proceed to unhook the washing machine completely and did something with what he claimed to be a filter inside the washing machine. The bottom line is, the washing machine which worked fine and had no problems whatsoever, malfunctioned after their plumbers worked at our house and further this malfunction occurred directly after their plumber who "did not know anything about our washing machine" proceeded to unhook and mess around with our washing machine. Their comment about repairing the washing machine: The electronics in the laundry machine are ruined, and fixing it is not an option for us. It is not as simple as replacing a belt, or heating element in a dryer.The company is at fault, and we are extremely disappointed about their work, their response and the situation we are now in. Our response to their comment about our insurance deductible is this, regardless of what amount we selected to have for a deductible, were it not for the problems that they created in our home, we would not be paying a deductible of any amount. Final Business Response /[redacted]/Our technician did not perform any work on the internal components of the washing machine.The washing machine hose was disconnected and the screen filter was removed and cleaned.The electronics or any other working part of the washing machine was not touched by our technician.Prior to us leaving the residence water had returned to both the kitchen faucet and washing machine. Homeowners advised our technician everything was fine.The homeowners Insurance Company investigated the incident and decided there was not evidence to seek subrogation against us.To resolve the complaint we will credit off the entire amount of bill. Final Consumer Response /[redacted]Document Attached[redacted]We do not feel their offer of waiving their bill is satisfactory. They will not file an insurance claim with their provider because our insurance company with not seek a claim against them. Our insurance company has stated the only way they could file a claim against the plumbing company was if they could prove "he did this to them". Example, one car running into another car. It is physical evidence.However, this does not release the plumbing company from their neglect. We are out of pocket our $2500 insurance deductible, the cost of the new laundry units of $1893.65 and other miscellaneous costs being incurred currently such as having to wash our clothes at a laundry mat because their neglect ruined our perfectly good washing machine.We have now also filed a complaint with the NC Attorney General's Office. Brown Brothers in agreeing to waive their bill should be seen as an admission of guilt and neglect on their technicians part. Companies such as theirs carry insurance for issues just like this, but they will not file because our insurance company cannot file a claim against them without the physical evidence noted earlier in this note. They should do what is right, file with their insurance company and reimburse us for all costs. They does not include time lost from work, the time we will be displaced from our home while new floors will be installed and other miscellaneous items. It seems they are more worried about filing a claim with their insurance company than preserving a good reputation in our area.

Brown Brothers is an excellent place to do business. We had to have a new pump put in the well of a rental house a week or so ago. They did an excellent job. My husband wanted to let you know how well the team worked together and they did a great job. We think there is no better place to call than Brown Brothers. Thank you for doing such a good job!","pos-1