Business Profile
Plumbing and Heating
Brick Street PlumbingThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
06/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had 2 units installed in my home totaling- $17,000.00 in December 2021. They had an employee come to my house to do an estimate to ensure heating and cooling would work in my ENTIRE home. I contacted them when I started realizing that my 2 bathrooms were not heating. They sent a technician out and fixed the vents - which allegedly never were connected - this should have been advised to me during the quote provided. It was not. Additionally, the tech fixed my one bathroom, but stated he needed additional materials to fix the other bathroom. I said okay and never heard from anyone again. In the meantime, when this tech was here, he somehow messed with something so my master bedroom now receives no air from my vents. I sent the company a message on ******** after no one would contact me or my sig other for multiple months. The person who gave me a quote called me the next day and said that he would have someone out here to fix it. I did not want to pay the $300 since this should have been completed as apart of the quote provided, but he refused to own his mistakes and I wanted my system to work. He said he would put me on the schedule and someone would be here within LESS than 2 weeks. This was on April 13. My sig other then called the company - someone he knows who works for the company and advised him that the owner said....INSTALLS were more important and they would not be fixing the work the left unfinished. I have now paid $17k for a system that doesnt even completely work in my home. This is UNACCEPTABLE. It is now 2 months later from when we were told some one would be here and we are in the middle of June and its 90 degrees with no air working in my MASTER bedroom. I am fed up with their lack of communication and ownership for their errors. I Will be hiring someone else to do the work but I will be sending them the bill to reimburse. If not resolved I'll also post their poor business practices on social media. I expect OWNERSHIP for their mistakes!!Customer response
06/21/2022
---------- Forwarded message ---------
From: ************************* <********************>
Date: Tue, Jun 21, 2022 at 10:14 AM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <info@mybbb.org>
Please drop this complaint. The company is offering to resolve at this time with me directly.Sent from my ******Initial Complaint
06/08/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Contracted with Brick Street Heat & Air (Plumbing is their sister company; owner of Brick Street LLC is Mr. Tim M*****) on March 11, 2022 for installation of a *****-brand Mini-Split 4 zone (36K BTU High-efficency ****** Heat Pump 22 SEER, 3 ceiling cassettes and 1 wall-hanging air handlers) in my home. Written contract ($15,511.00) includes 2-yr labor warranty from Brick Street, and 12-yr equipment/parts warranty from ****** Inc. Installation was completed on March 21. Within a few days, it became apparent that little to no heat was being emitted and the system would completely shutdown in as little as 1/2 hour. Brick Street installer returned to house a week later (April) and attempted to fix problem, saying TOO MUCH refrigerant (R-410) had been added during installation; they REMOVED some that day. Installer returned again 3 weeks ago (May) when AC failed, this time saying TOO LITTLE R-410 was in system; they ADDED some that day. However one ceiling cassette still not working and Installer said he had to call Daikin Tech Support to consult on solution repair (or equipment replacement). Promised to return next week. It is now 3 weeks and Brick Street has declined to return to my home. Brick Street Installer (Dennis) says his boss (Tim M*****) must approve. Strangely, all phone calls (###-###-####) now roll into voice mail and never reply. Clearly a breach of contract (Labor) and breach of merchantability. PS - I called ****** Customer Support last week and they said telephone log shows no calls from Brick Street.Initial Complaint
06/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 5/22/22 My water heater caught fire. Destroying the water heater. We have a home warranty company ******** **** ******. We submitted a claim. The claim takes 1 business day to reach the third party company. The next day 5/23/22 we failed to hear anything from a plumbing company. American home shield told us that brick street plumbing is the company that is going to fix our water heater. On 5/24/22 after calling eight times and left four voicemails We were able to get in contact with somebody they told us that they will send someone out on 5/26/22. No one showed up on 5/26/22. I had to miss a day of work to wait for someone that did not show up. They did not call they did not send an email or text. We called them at 4 oclock. Because we could not get a hold of them the entire day calling them about 20 times. Leaving multiple voicemails. And emails. at 4 oclock someone did answer and said that no one will be there but we can send pictures in the hot water heater and they will submit the claim. I sent the photos. Brickstreet said it would take 24-48 hours for the claim to be settled. That weekend was memorial day weekend we did not hear anything on 05/27/22 or 05/31/22. On 06/01/22 we were able to make contact with a manager she stated that the employee failed to submit the paperwork so the manager submitted the paperwork. The manager then got back to us on 6/02/22 and said that we would have to bring everything up to code and they would put the water heater in for an additional $800. I have attempted to call since 06/03/22 leaving multiple voicemails calling well over 50 times leaving 4 to 5 emails calling ******** **** ****** they left two voicemails in an email. And still we have yet to hear anything. My family still does not have hot water. And I do not think that there is a human being working at this company. I believe this company may be a scam and needs to be looked at.Initial Complaint
05/23/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Brick Street Plumbing replaced an old water heater in Sept 2021. The water heater blew, hot water was all over my laundry room, and continued to leak out of the unit. Brick Street Plumbers returned to confirm that the water heater needed to be replaced due to the heating element was bad. I have tried to have the water heater replaced through Brick Street Plumbing, but calls, texts, emails do not go through. Since contact has been an issue, I asked for proof of purchase, a receipt, so I can have the unit returned and replaced by any other plumbing company. ******** **** ****** (***) provided the company, Brick Street Plumbing to service the water heater in Sept 2021. *** hasn't been able to contact Brick Street Plumbing. They have called multiple numbers and email messages as well. I have called the water heater supplier, *****, who confirm that I need a receipt.Initial Complaint
05/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Brick Street Plumbing charged me a service fee of 75 dollars and did not provide plumbing repairs. They sent a falsified document to my home warranty company. We had to pay an outside plumber to fix our plumbing emergency after waiting over 2 weeks to hear back from this fraudulent company. I would like my money back since they did not provide service.Initial Complaint
05/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
**** Street Plumbing was sent out by *** to assess and replace a leaking hot water heater. The technician stated repair was not possible. We waited and called confinuously to get the replacement done, but their phone line always went to voicemail and they never returned the call. *** also tried calling a half dozen times and they did not answer their calls. *** also tried calling the emergency number and they were sent to voice mail. Our problem is severe because the leak kept dousing out the pilot light. I left that information in the voice mail and no response. With all of the notes complaints, its unclear why *** keeps using them
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Contact Information
31 Willow Spring Dr Ste 300
Charles Town, WV 25414-4462
Customer Complaints Summary
22 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
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