Brown Plumbing, Heating & Air Conditioning, Septic Pumping And Repairs, Steve Poirier, Owner, Steve Poirier, Owner, Brown Plumbing su Redding California
Filed against : Actual report filed at the BBB, Sacramento, CA
Brown Plumbing, Heating, & Air
3990 Railroad Ave
Redding CA 96001-3736
Complaint Description:
Brown Plumbing performed septic work in December 2007 including pumping 2 adjacent tanks and associated digging to uncover septic access, contract #25398 for the amount of 848.00. They removed and replaced (R&R) the septic pump under a separate contract on the same day, contract #25399 for the amount of 1,800.00. We felt AT THE TIME that we were overcharged for the RR on the pump and we asked for the pump part number and warrantee information for the supposed new pump and they said they would mail to us. They never mailed it even after a follow up call.
The pump failed Oct. 2008 less than one year after install. We called Brown after the failure and Jake, the original worker that installed the pump, came out to confirm the pump failure. Brown Plumbing then said we had to pay up-front for a new R&R and they would send the pup to the pump distributor and they would have to look at it before determining if it will be warranted. (Another 1800.00?). We feel they are crooks as we have since discovered that the pump price for a standard freshwater pump is about $500.00. The average R&R is 750.00 to 850.00 so they charged us more than half again the going price.
Your Desired Resolution:
Brown's Owner Steve Poirier, said he would not stand by his work. I reminded him that he did not provide me with the requested part number or warrantee information requested on 12/17/07 and 1/14/08. We are forced to have the pump and float replaced and want the $1,800.00 we paid on 12/10/2007 less than 10 months after the work was performed. We are using another contractor to perform the necessary replacement work.
Steve Poirier's company requires the customer to sign a contract and on the back of that contract is the clause that states under #12 "BROWN PLUMBING shall assemble and provide to customer all such manufacturer's warrantee." As of Today, 10/13/08 I do not have a part number or warrantee. As far as I know Brown Plumbing placed a rebuilt pump in our septic tank instead of a new pump that was paid for. I want an investigation and I want my money back. This company routinely over charges their customers including senior citizens living on fixed incomes. This happened to Mr. Robert R (80 years old), Redding CA.
Susan Boys
Redding, California
U.S.A.
4 Updates & Rebuttals
Susan boys
Redding,California,
U.S.A.
If you want to get Ripped-Off, by all means, hire Brown Plumbing
#5Author of original report
Fri, December 18, 2009
It is true that I did not reply to the BBB who submitted Brown Plumbing version of what happened. I was undergoing some major medical problems that I will not talk about here that kept me from submitting a rebuttal. The fact is that Brown Plumbing did not give us the warrantee paperwork as requested. Brown Plumbing lied to the BBB and they are lying in their rebuttal to this Rip-Off report. I am sure that Brown Plumbing will continue their practice ripping off customers in Northern California. So if you want to get Ripped-Off for your plumbing needs, then by all means, hire Brown Plumbing of Redding.
Susan Araiza-Boys
Brown Plumbing
Redding,California,
USA
The rest of the story....
#5REBUTTAL Owner of company
Wed, December 16, 2009
Brown Plumbing replied to the Better Business Bureau of Northeast Sacramento in a letter dated October 24th, 2008 containing the following information:
The customer called in at 1:30 PM on October 9th, 2008 to inform us that the pump was not working. A technician was dispatched to the customer at 2:30 pm on October 9th, 2008. We gave the customer a written proposal stating that we would need to dig up the lift station lid and pump the lift station to check the pump (this is necessary in order to tell what is wrong.) The customer refused to authorize Brown Plumbing to perform work on this date. The customer told our technician that this area had an electrical brown-out and a possible power surge earlier. The customer then stated there was an electrical problem that required a licensed electrician to perform work in the main breaker panel to the house prior to calling with a pump problem.
We also enclosed a copy of the warranty information for the pump with our letter and informed the BBB that this information had always been available to our customer.
The BBB responded to our letter with a letter dated November 12th, 2008 containing the following: "Thank you for your cooperation in responding to the above consumer's complaint. Following our usual procedure, we notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. The consumer did not notify our office and, therefore, we are closing the case."
This shows that our company did make all warranty information available to the customer, we attempted to respond to the problem they were having (though they would not let us do the necessary investigating to determine the actual problem), and the customer already knew the pump problem was caused by an outside source (the "brown-out" and power surge to the house) before calling us, then failed to respond to the BBB after we told our side of the story. The electrical problems the customer experienced affected the whole house, and were in no way caused by our work or any defects in the installation of the new pump.
Susan boys
Redding,California,
U.S.A.
Brown Plumbing Afraid the truth be told about their Bad Business Practices
#5Author of original report
Tue, October 21, 2008
Brown Plumbing is afraid the truth be told about their Bad Business Practices. The BBB has asked Brown Plumbing to respond to the complaint filed to their office by 10/28/08. Stay Tuned! Buyer Beware, Brown Plumbing's new theme song is playing on the airways soon!
Susan boys
Redding,California,
U.S.A.
Buyer Beware should be Brown Plumbing's company theme song.
#5Author of original report
Wed, October 15, 2008
Steve Poirier, owner, Brown Plumbing refuses to stand behind their work or provide warranty information. This company consistently over-prices their services to us, including our senior population. (Robert R. 80 yrs, Redding, one example-shame on Brown!) Repair work replacing our septic pump at a cost of $1800. USD on 12/10/07. Pump failed on 10/09/08 confirmed by their employee, Jake. Brown said we had to pay up-front again & they would send defective part to see if the pump was under warranty (another 1800.00) Reminded Steve Poirier, his company didn't send me requested part number or warranty info for the 1/4 HP pump. On his contract under #12 states "Brown Plumbing shall assemble and provide to customer all such manufacturer's warranties." As far as I know Brown Plumbing used a rebuilt pump in this repair. As of 10/13/08 Brown has not mailed requested warranty info-12/17/07 & 01/14/08. Ripped Off? You Bet! Another contractor fix defective work by Brown at 1/3 the cost!!! Buyer Beware should be their company theme song.