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• By Elle H.

  June 21, 2021

  HVAC Install

  $10,000

  Terrible! HORRIBLY DISAPPOINTED. Unresponsive! I interviewed 12 companies to install new HVAC unit last year and went with Brown Bros because (1) they are a longstanding company (been in business a long time) (2) they offered a good warranty (3) the contract included "modified ductwork" at the time of the HVAC install, AND an estimate and plan to zone the system when the pandemic was over (4) they (supposedly) offer 24-hour emergency service in case repair is needed. I was looking for a relationship with an HVAC company, not just a simple install.

  BUT

  After the install was done a year ago, I have called Brown Bros three times and THEY HAVE FAILED TO HELP EACH TIME. It's kind of staggering. Here are the details:

  FIRST ISSUE - in winter, heat was not getting to my bedroom. I wondered if the duct modification could be an issue/damping adjusted/whatever. Guy came out, looked in the crawl space, said Ducts OK, and left. No plan to help with WHY I HAD NO HEAT IN MIDWINTER. Basically "use a lot of blankets/wear a lot of clothes to bed/bye." NO contact or followup to this.

  SECOND ISSUE - After vaccination and after Covid abated enough to make the zoning plan safe, I called Brown Bros April 12 and was told that the salesman with that contract left, and Alex the supervisor would call me back to discuss the project to zone the system. HE DID NOT CALL BACK. I called again April 29, and was told again that Alex would call me. NOPE he did not. I called again, and was told that Alex would be out on May 12 to evaluate for the zoning project. On May 12, Art showed up (NOT ALEX I HAVE NEVER HEARD FROM ALEX TO THIS DAY) and Art went into the crawl space and came into the house to evaluate things supposedly for the zoning plan and he left saying that Alex would contact me. NOPE HE NEVER DID. May 24 I called again and was told again that Alex would contact me. On June 11 I called again, and this time I was a bit annoyed and the person answering the phone was snippy about it (REALLY?) and told me AGAIN that - you guessed it -"Alex will call you. He knows he is supposed to call you." HE HAS NEVER CONTACTED ME.

  THIRD ISSUE - June 21 - return from a weekend away at 3 PM to find blank thermostat, no AC and the temp outside is 92 degrees. I called at 330 PM and was given that NOW TERRIFYING message that "Alex will call you." Alex, the Imaginary supervisor. I said, "Well, he's never called me back before" and asked "What do I do if he doesn't call?" she said "Call back." I said, "What time should I call back?" and she said "If he doesn't call by 5". OK... I called back at 4:47 and Dustin answered and was VERY unpleasant, when I asked why Alex had to call me back (why couldn't they simply assign a repair tech?) . Dustin said "He is the HVAC supervisor." I said "But why does the supervisor have to be involved -- why is he the first call in a repair issue?" (I have had houses before, and HVAC issues before, and never was a supervisor the first call). Dustin repeated "HE IS THE SUPERVISOR." like Oh that's helpful. He said "I have texted Alex" and that was the end of Dustin's interest in talking to me. All right. I called back at 5:02 PM And the woman who answered was actually not rude although it was really really hard to make myself understood . I tried many ways to ask, WHY ARE YOU CALLING ALEX THE SUPERVISOR AS THE FIRST CALL FOR A REPAIR? and finally she said "It's a warranty." Oh, so now I understand: if you are not definitely going to pay them $$$ they do.not.care.

  Bottom Line: If you hire Brown Brothers to install your HVAC and they give you a new unti with a warranty, that means not merely WORSE service but actually NO SERVICE. I am shocked and upset (and really, really miserable in this heat). I am so sorry that I ever gave Brown Brothers one dollar. I feel really stupid and deceived and cheated. I am making this review so that anyone else who is deciding on HVAC work will be forewarned. Please note: I interviewed TWELVE companies and decided on Brown Brothers. I did my homework and thought I was choosing wisely. But I guess I am naive: I don't presume that people are lying to my face, and I trust that a longstanding business must be fair dealing (or at least not frankly fraudulent). Well, not this one! They talk a good game, but they take your money and disappear! It's so bizarre. I have never encountered a company like this -- I have no idea how they have stayed in business this long. I really want to help others avoid my terrible, terrible experience.

  I am going to try to get someone to repair this BRAND NEW UNIT. Send cool thoughts to me please (and warm if it's winter, still no heat in the bedroom) -- and AVOID Brown Bros. Maybe they are not as uniformly worthless to everyone, and maybe they don't rip off everyone, but this was my experience, and do you really want to risk having this happen to you?

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• By M W.

  July 23, 2013

  I have used these guys for years. They have always been consistent and punctual. I don't even bother trying to shop around plumbing work anymore!