Complaints

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They came out in March to diagnose two different hose bibs. They said the one in the garage needs to be replaced and would get approval from ******** **** ****** before proceeding and said the one outside in the rear "wasn't properly winterized" so it needed to be replaced, which was not covered by ******** **** ****** so they wanted $650. Both *** (after multiple calls) and Brick Street failed to communicate to determine next steps for the hose bib in the garage. I kept calling and no resolution, they just kept blaming each other. Finally on August 23 when I spoke to Brick Street they said that since its been since March they would fix the one in the garage when they come out to do the one in the rear and then just deal with *** themselves. I specifically told them I didn't want them to come do the rear until we resolved the garage one. I paid the full $650 online same day. They never showed on 8/31. When I called and asked what happened they said they needed to order a part and apologized no one called to let me know. They said they would call me when they had the part. They never called. On Monday 10/2 I followed up again and she said they could schedule someone for today, 10/5. When the technician came he said he only had approval to do the one in the rear. He also didn't have what he needed so he had to run to ********** before doing the work. I called the office and they lied and said they didn't know what I was talking about. They then finally submitted the claim to *** (got a email from ***), which they denied. *** is refusing to cover the new cost of $725. Brick didn't do the work they told me they would do (both hose bibs) and from the picture you can see they left without finishing - open and exposed and we had to seal it up ourselves to make sure any rain didn't come in. Since their no show on 8/30 I told them I want some money back. They said they would look into. Today I asked to speak to a manager and she said one would call "at their convenience"

  Customer response

  11/02/2023

  The company contacted me and have provided me with a refund. The case/file may be closed. Thank you very much for reaching out to them. 

  Kind regards,

  *****

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  At the end of May, this company was assigned to replace a water heater through our warranty company. It took over a week to get an answer and opportunity to replace the water heater. After charging us for non covered expenses, they never completed the repairs and have spent 4 weeks ghosting my request for completion. Every phone call ends with, We will call you back

• Initial Complaint

  05/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On April 16th they had a tech come out to my home to address an issue with my hot water heater tank. I had to call them to find out I had to order a part of the heater. They came and installed the part only to find out a week later that they didn't properly diagnose the issue. Two weeks later another tech came out to tell me it was the double blower. I called for two weeks to find out what was going on and the customer service agent said "The hot water didn't come back on yet" as the issue would fix itself. Once I kept calling I eventually found out that I needed to order another part. These people didn't go the right thing by informing me that I needed to order another part and they won't prioritize installation once I get the right parts.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Brickstreet plumbing was assigned by my warranty provider. They initially came out to replace three sink faucets. They replaced all the faucets but while doing so they loosened the wall mounted sink in one of the bathrooms. The looseness caused the drain pipe to begin to leak and I called my home warranty company to have them come back out and repair the sink, the leak and repair a pipe. While waiting for Brick Street Plumbing to arrive the sink fell off the wall and broke the drain pipe. When the plumber arrived he addressed the drain pipe but did not do anything to secure the sink explaining the drain pipe would prevent it from moving. I expressed my reservations about that advice but acquiesced because I thought the professional would knows better. Well not more than a day passed and the sink fell off the wall again. I was contacted by Brick Street Plumbing's customer satisfaction department conducting a survey of the work previously done and I told them what was going on and they said a plumber would return on Monday May 8th, 2023. On May 8th I called to check where the plumber was as I hadn't received a call or text and was told he would not be coming back because of mold. I advised them there was no mold and they were at my home twice before and this was the first I heard about mold. I recommended they send a supervisor to double check. They insisted they could not come back and a supervisor or manager might or might not call. I can provide pictures of any part of the house that they claim has mold to prove there is none. As of May 10th I have not heard from them and the sink remains loose. I am going through the BBB in hopes to avoid going to court.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Brick Street Plumbing installed a hot water heater in 1/2020. Unbeknownst to us, it was installed improperly and not up to code and was never inspected after install. It stopped working last week and the same company came out. We were told by the technician that it was an extremely poor and unsafe install job. The fan was not properly attached (they attached it using duct tape) and therefore the fan wasn't pulling the air out properly which caused the pilot light to flare up causing burns on the outside of the tank and a seared pilot light window. The pipes that take the carbon monoxide out were not even sealed and can be pulled apart and was leaking carbon monoxide. The wrong glue was used as well. We contacted Brick Street Plumbing to ask them to rectify this situation and were told we would be charged $400 for them to install a new hot water heater (which is still under warranty and the manufacturer has already agreed to replace it). We told them that we are not paying $400 to install a new hot water heater when the original one was not installed up to code and was dangerous for us to be living with. They now will refuse to take my phone calls (I have phone records) or call me back. Every time I call I'm told I need to speak with ****** who is always unavailable and has yet to call me back. We have been without hot water for over a week now and have two small children. This is completely unethical and has put my family is a bad situation with no water and their unwillingness to remedy the situation.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had home warranty contract with ******** **** ****** ( ***) (have since cancelled due to no longer being able to afford monthly fee of $73.82). Discovered leak in basement & reached-out to ***. Referred Brick Street Plumbing (BSP), paid *** $75.00 for referral. BSP reached-out to me & came to my home & informed me that I needed to have 2 valves replaced & that the fee would be $350.00 & that *** would not cover the fee. I needed to have the leak fixed immediately & agreed to pay the $350.00. I paid the $350.00 on 03/16/23, Technician came out replaced both valves on 3/21/23. On 03/27/23 I tried to turn the top ********** wouldnt turn. The reason for trying the valve was bcuz I needed to replace the water hose that the Technician cut-up to make a funnel so that the leak water would flow into the sump pump (I was very appreciative that he did that). I contacted BSP to let them know about the valve not turning & was informed that I needed to contact *** to do a re-call request. I had to make several calls to *** before they finally did the re-call request. BSP followed-up with & scheduled a Technician to come to my home. On 04/10/23 my son (who is 50 years **** ******** was over for dinner, I mentioned Technician was coming to check on why the top valve wasnt turning, I asked my Son to see if he could turn ******* could, it only took a couple seconds. Technician came-out & said valve was damaged due to turning it. How did it get damaged so easily? The valve that was removed was brass & the new valve installed was plastic. Plastic is not as durable as brass & why wasnt the new valve replaced with a like product? I paid $350.00 for the valves to be replaced. My complaint is that valve was already damaged & why on my first attempt to turn the valve it gets damaged so easy. I feel like for $350.00 a better, long lasting valve should have been installed. BSP needs to replace the damaged valve with a more durable valve.

  Customer response

  05/08/2023

  ********** ********* ******* ********* ***** ***************************** ************************** ***** **** *** ** **** ** ***** ** ******** **** *** **** * *** ******* **** *** *** ** ***** ************* * ******* ************ ** ******* ** **** ********* ********** *** *************************************
  

  
  
  Complaint#********I would like to request that the complaint that I filed with the BBB against Brick Street Plumbing be canceled. Brick Street Plumbing resolved my issue/concern to my satisfaction.
  *****************************

• Initial Complaint

  02/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Brickstreet Plumbing (BSP) was the company my home warranty *** chose to install my gas hot water heater. BSP installed it on 7/15/22 and I paid an additional $928.14 to bring the water heater up to Fairfax County code. I am selling my home, and the inspector reported (1/25/23) unprofessional installation, tank not level, improper vent, no drip leg on the gas supply, and needs a new pan. I reached out to BSP and was unable to reach them the first time I called 1/29. Many of the numbers for this company were disconnected. I called *** on the same day and was informed that they left BSP a message and that the Installation Department Mgr for BSP would call me back to schedule a time to resolve the issue. I never received a call. On 2/4 I called *** again, and was told they would leave a message with BSP to call me back. I informed her that I was under time constraints due to a contract on my home, asked her to escalate, and she said *** cannot move forward without BSP. I asked for the corporate number and was informed there was no corporate number for AHS. I received no call from BSP. I called BSP on 2/4 using the number I had from my email. I spoke with **** who told me that her mgr was gone and that she would call me Monday 2/6. I called *** back the same day and was told if I received no call by 2/6 they would escalate. I received no call back. I called *** back on 2/8 and they said they emailed BSP to contact me. I called BSP back and spoke to **** and was told another message was left with the mgr to contact me. I received no call. I called BSP again on 2/16 and left a voicemail. I called *** and was told they left another email for BSP but no escalation. I called BSP again and was told another msg was left for someone to call me back. I had 3 other contractors come and confirm installation issues. My contract with *** is set to end at the end of February. I am seeking for BSP to remediate the issue and show proof of proper permitting.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  A gentleman came to inspect my hot water heater on January 20, 2023 because I didn't have hot water. There was loud banging noises coming from hot water heater. Breaker tripped. The man said it was time for a NEW hot water heater because there was some arcing (black smoke mark where it had sparked) and he could tell the element threads were stripped, and because of all the symptoms I had told him about. He was there about 5 minutes. Took some pictures of the hot water heater, said he would call ******** **** ****** and tell them I needed a new hot water heater and left. I didn't hear anything for several days. I called on Thursday, January 26, 2023 and was told the man forgot to submit my claim to ***. He would do it right away. On Monday, January 30, 2023, *** had emailed asking if my service was complete. I called Brick Street Plumbing and the receptionist told me the repairman said there was nothing wrong with my Hot Water Heater. I asked how he could tell me it needed replaced but then forget about it and then put in his notes it didn't need replaced. She said that was all they could do. I told her they haven't even responded to ***. Also, how could he report it was fine when he didn't even check to see if the water was cold or hot. The gentleman won't even speak with me. Didn't give me a report of his findings or anything. I don't get paid for taking off of work. I wasted over 4 hours, plus all the headaches of calling and taking cold showers because the hot water runs out very fast. I don't want other technician from their company because they don't seem trustworthy. I want them to give AHS the report he told me he would tell ***. That our hot water heater needs replaced. I had to pay for the service call.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a Gold Policy with ******** **** ******. I called and submitted a claim on Monday, July 11, 2022 . Dispatch #*********. Because there was water leaking from my bathroom sink pipes on the third floor down into my kitchen cabinets and kitchen ceiling on the second floor. ******** **** ****** contacted a contractor from Brick Street Plumming to come out and fix the leak. ******** **** ****** charged me $100 for a service fee before the contractor even came out to my home. I paid $100 on Thur July 14, 2022. Brick Street Plumming sent a Plummer out a week later. The Plummer came out and saw there was water damage/ a hole in the kitchen cabinets from the leaking bathroom sink pipes and said he had to cut another hole in the ceiling to find out where the leak was originally coming from. He then stated he had to take pictures and send them back to ******** **** ****** to get an estimate to fix the leaking pipes and the holes in my ceiling. I do not know how many Multiple calls I have called and spoken to Customer Service agents at BOTH companies to NO avail. NO ONE will return my calls or give an Exclamation as to WHY my leaking pipes and ceiling has NOT been fixed in 45 days! I am angry and beyond frustrated with ******** **** ****** and Brick Street Plumming for their lies and lack of consideration towards me. $700 for a home warranty, $100 for a service fee and No solution in site to my problem. I want my leaking pipes from my bathroom sink fixed and I want the holes in my kitchen cabinets and kitchen ceiling repaired. Once they have completed the services that they have guaranteed to fix, I promise you, I will not be enlisting their services again once my contract is up. I am disappointed in this company and their lack of empathy towards their clients. Please HELP me get my issues resolved. Thank you. *******************************

• Initial Complaint

  06/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ******** **** ****** contracted this plumbing service to come to my home for a water valve and a toilet. The tech came to my house one time and looked and then left. He told me the 3rd of June it needed a valve he never took the toilet apart or removed it to see if could get it to work . It’s now the 18 of june! I have tried several times to have dispatch come back out and they won’t! i have called my home warranty several times and they won’t release the contract. Mean while my plumbing still isn’t fixed. Brick street won’t answer calls or come back out. Please help! 

*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. ↩