Reviews

0/10

Jason replaced new galvanized water pipes at house. A drip from the ceiling was discovered. It took 3 attempts, 3 different plumbers to resolve issue. On Sept 14, Shaun, 3rd plumber came to investigate. He is good and knows his work. I showed pictures of punctured hole as my brother investigated. A slight puncture at toilet drainage pipe caused drip. Accidents happen. How they are resolved is the core issue. Shaun telephoned his boss and asked if he would be willing t replace pipe at their expense as it was punctured by Jason, costs would be well over $1000. Not approved. Alternative is to patch hole with epoxy. I asked if it is guaranteed. Shaun phoned office and said yes it was approved and guaranteed for life. I felt at ease. Lisa the office manager promised to email guarantee, but she said it will be a 25 year guarantee only. I phoned 10 times over 2 months trying to get the 25 year guarantee. Never sent. Lisa delayed the promise of guarantee each week with an excuse. She has hung up on me. Its impossible to speak to Tony who is the owner as Lisa oversees the office . I highly do not recommend Brothers as they promise guarantees but honestly they don’t follow through. If you deal with Brothers please be very careful with Lisa the office manager as she is unprofessional and compromises the integrity of the company. Proof is available through pictures of the puncture. Shaun as a witness regarding the 25 year guarantee. To this day no response.

Approximate cost of services:
$6,515.00
What could this company do to improve their services?
Any advice to offer fellow homeowners facing a similar project?
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Company Response

Thank you for your review. We try to satisfy our customers as best as we can and within reason. If a drain pipe is punctured during an attempt to clear it, it is due to old weakened piping. The solution is to replace section with new pipe. A guarantee on an old weak pipe that could be punctured by anyone in the future is not realistic. There was a breakdown of communication. We tried to work with this customer but we were being asked to take full responsibility for the poor condition of the customers' pipe. We will take this experience and try to improve our efforts to prevent this from happening again.