Bryant Group, Inc

Bryant Group installed the water heater at *** *** *** **, Silver Spring, Md in July of 2014. Both Bryant Group and ***&*** Homes have a rigorous inspection at time of completion in addition to a walk through with the new home owner
This home had no plumbing issues noted or communicated to Bryant Group during these inspections or walk through in August of Per the complaint this damage was found months later in October of 2015. A dent in the shell of a water heater might possibly have been overlooked originally, but missing parts would not likely have been missed by different parties This water heater's performance was not effected by the dent, missing screw or plate, therefore Bryant Group's recourse was not to replace the water heater when the request came in October of It is Bryant Group's stance that the water heater was not damaged when we installed it. It has and continues to work for its intended purpose and does not require replacement

On December 31st the manufacturers representative for the homeowners tankless waterheater determined the problem was an electrical issue My understanding that there was not enough power to keep the unit heating water There were no plumbing or installation issues
As a plumbing contractor our technicians are not skilled in other construction trades The heater was not producing error codes that would determine the issue. Our multiple efforts were trouble shooting somewhat blindly This was an unusual situation that our technicians rarely run into Ultimately we feel any responsibility is with the builder and/or the electrician Agreed there was a breakdown in coordination on our end and we apologies that this problem took so long to resolve. As a leader in our industry Bryant Group strives to provide the best service and quality work. We appreciate your input which helps us do our job betterEric R**Vice PresidentBryant Group Inc

Call from homeowner was received on 4/8/by our on call answering service, regarding a leak under the kitchen sinkThe technician on call, John B***, returned the homeowner's call and was advised that they turned the valve off under the sink, stopping the leakIt was explained to the
homeowner that a controllable leak is not considered an emergency and advised him to call our office Monday morning
Homeowner's builder, *** ***, called us Monday morning, we had one of our production plumbers go to the home within an hour of the call, he determined that the faucet was defective and needed to be replacedHomeowners advised they wouldn't be home until after 3:that afternoonWe arranged to pick up a new faucet and had Mike C***, another service tech, replace the faucet that afternoonWe have not heard from the homeowner or the builders since replacement of the faucet

Bryant Group installed the water heater at [redacted], Silver Spring, Md in July of 2014.   Both Bryant Group and [redacted]&[redacted] Homes have a rigorous inspection at time of completion in addition to a walk through with the new home owner.   This home had no plumbing...

issues noted or communicated to Bryant Group during these inspections or walk through in August of 2014.   Per the complaint this damage was found 14 months later in October of 2015.  A dent in the shell of a water heater might possibly have been overlooked originally, but missing parts would not likely have been missed by 3 different parties.   This water heater's performance was not effected by the dent, missing screw or plate, therefore Bryant Group's recourse was not to replace the water heater when the request came in October of 2015.   It is Bryant Group's stance that the water heater was not damaged when we installed it.  It has and continues to work for its intended purpose and does not require replacement.

First off let me express my apologies to Mr. [redacted] for the bad experience with an unfortunate issue.  I believe we have a different interpretation of what is considered an emergency, as well what a warranty covers.  On Sept 26, 2016 Bryant Group received a call after business hours....

 The problem was described as pipe shaking and now leaking.  A service technician was dispatched to [redacted] in Ellicott City and upon arrival saw there was no leak.  The float on the discharge pump was hung up causing the pump to run non-stop.  This float is simply an air filled bulb riding on a vertical rod that triggers the pump to kick on when the water level reaches a certain height.  Unfortunately, it merely got snagged and likely needed a one finger nudge to correct.  Without drawing water and still running would likely cause more excessive noise that when running normally.  As a standard of practice Bryant Group considers an emergency leaking/overflowing water, no water or no hot water, none of which were present at this service call.  The homeowner was informed this was not an emergency and was a chargeable call since there was no leak and nothing to repair.  Bryant Group’s warranty covers workmanship and faulty components.  There was neither an installation nor part issue.  The pump is installed correctly and functioning properly.  In addition no parts needed to be repaired or replaced.  For the reasons just stated this service call would not fall under warranty.  Bryant Group’s billable hours include travel for emergency calls.  Bill T[redacted], the service technician who went on this call resides at Sparrow Point (East of Baltimore) 30 miles (45 min) from Ellicott City and Mr. [redacted]’s residence.  The technician informed Mr. [redacted] prior to coming that if there was no leak or interruption of water supply that this would be a chargeable service call at non-scheduled (emergency) rates.  Mr. [redacted] replied that he understood and needed him to come out immediately.  The 2 hours charged was for 30 minutes in the house and 1 hour 30 minutes travel.  In conclusion, Bryant Group will not reimburse Mr. [redacted] $626.25 for services that were rendered.  We feel that customer was not overcharged or charged unfairly.  Thank you, Eric R**

First off let me express my apologies to Mr. [redacted] for the bad experience with an unfortunate issue.  I believe we have a different interpretation of what is considered an emergency, as well what a warranty...

covers. 
On Sept 26, 2016 Bryant Group received a call after business hours.  The problem was described as pipe shaking and now leaking.  A service technician was dispatched to [redacted] in Ellicott City and upon arrival saw there was no leak.  The float on the discharge pump was hung up causing the pump to run non-stop.  This float is simply an air filled bulb riding on a vertical rod that triggers the pump to kick on when the water level reaches a certain height.  Unfortunately, it merely got snagged and likely needed a one finger nudge to correct.  Without drawing water and still running would likely cause more excessive noise that when running normally.  As a standard of practice Bryant Group considers an emergency leaking/overflowing water, no water or no hot water, none of which were present at this service call.  The homeowner was informed this was not an emergency and was a chargeable call since there was no leak and nothing to repair. 
Bryant Group’s warranty covers workmanship and faulty components.  There was neither an installation nor part issue.  The pump is installed correctly and functioning properly.  In addition no parts needed to be repaired or replaced.  For the reasons just stated this service call would not fall under warranty. 
Bryant Group’s billable hours include travel for emergency calls.  Bill T[redacted], the service technician who went on this call resides at Sparrow Point (East of Baltimore) 30 miles (45 min) from Ellicott City and Mr. [redacted]’s residence.  The technician informed Mr. [redacted] prior to coming that if there was no leak or interruption of water supply that this would be a chargeable service call at non-scheduled (emergency) rates.  Mr. [redacted] replied that he understood and needed him to come out immediately.  The 2 hours charged was for 30 minutes in the house and 1 hour 30 minutes travel. 
In conclusion, Bryant Group will not reimburse Mr. [redacted] $626.25 for services that were rendered.  We feel that customer was not overcharged or charged unfairly. 
Thank you, Eric R**

Review: Main Sewer Line improperly installed. The main sewer line has been diagnosed to have two "bellies" or gullies resulting from a defective support system underneath sewer line causing two distinct traps or places where debris collects and solidifies over time and clots the line. A backup and overflow first occurred a few years after we moved into the property causing waste to damage lower level of our home. Insurance company ([redacted]) hired a restoration company to remove damaged carpet and drywall and sanitize area. Carpet was replaced as well. Total cost for damages exceeded $15000. Sewer backup has occurred twice since the original damage. The Bryant Group was called when the original problem occurred but they are saying they are no longer responsible because the [redacted] they purchased and now own was the installer and they 10-year warranty has expired. They say they have no record of my family calling them with the original problem.Desired Settlement: It is our desire that this company take responsibility for the improper and defective installation of the sewer line and repair and/or replace the defective swer line.