ComplaintsforBrown Mechanical Services (1999) Ltd.

• Initial Complaint

  24/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Browns have provided service to this house for many years. The problem is that: On May 26, 2020 Browns were called in to replace the broken blower and the glass sealed door, which had cracked on an ******** freestanding appliance of some years. The invoice was paid for $763.35. The glass shattered again and was replaced on June 7th, 2021. The invoice was paid for $389.29. The glass used was the same as the first repair, costing about $50.00. The glass shattered yet again. The third piece of glass cost $385.50, suggesting that it is of the required heat tempering and should have been used in the first place. The invoice totaled $965.09. Brown's general manager, Troy, has offered to reduce this by 50%. I want the entire 3rd invoice cancelled. The appliance is sealed and must be fixed by gas technicians. Troy claims that they are not glaziers and that the glass has no warranty. I think that the glass on the door (Sealed, not an opening door) is a vital part and requires tempered glass and that that is purely the call of the gas technician. I, the customer, am buying the safe operation of the appliance as it is repaired from time to time. They installed the wrong glass twice. The third fix should not be invoiced for. I want the bill cancelled. Brown's have now started to add interest to the disputed bill.

  Business response

  08/11/2022

  Thank you for your help resolving this matter. Please see the attached file that details services provided. 

  Thank you, 

  Troy L***

  Brown Mechanical Services Ltd. 

  Customer response

  11/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: Brown's response only refers to  the 3rd invoice for the SAME replacement of glass. The mistake was made in the first repair by using glass without temper. This mistake was repeated when Browns again installed the wrong glass. The third attempt and the disputed invoice has used the correct glass. This is obvious in the different price. (First two pieces approximately $50.00 each the last was over $300.00) and, hopefully will continue to be safe. I must emphasize that this is a sealed unit, I would not dream of opening a gas sealed unit and the manual is clear that Qualified gas technicians are to be used. Replacing the glass properly is the reason we hired Browns (20 year customers, all bills paid) As stated previously, the job should and could have been completed once and paid for. Browns was solely responsible when it accepted the job. First time, glass shattered, second time glass shattered third time adequate glass purchased. I have already paid for 2 mistakes by Brown and think that the third time Browns should withdraw the invoice and accept responsibility for their unsafe installation of inadequate glass. We were fortunate not to be sitting anywhere near the fire when it shattered (twice) To be clear: Brown's third attempt appears to have installed the correct and safe glass. I have paid for the first two inadequate and unsafe installation and must insist that they take responsibility for their previous two shoddy jobs. If it had been done correctly in the first place I would not have had to pay for the second and third jobs. Browns is attempting to cover up the fact that this was the third time called for the same job. I would like to talk to whomever is handling this file as I am not sure that my position is clear.....It seems obvious to me that shatterproof glass is an essential component of a sealed heating unit and that qualified technicians should absolutely know this, which is why we hired Browns to do the job. The glass installation was inadequate, dangerous and shattered twice for a cost to me of about $1000.00. The third invoice of close to another $1000.00 is unfair and halving it without accepting responsibility is not good enough. I suppose I would accept Brown refunding for the first two installations. I would then use those refunds against the final invoice.
  
  Sincerely,
  
  ****** ****** *****

  Business response

  21/11/2022

  Hello; 

   

  The 50% discount offered is to cover the full cost of the glass, as well as a portion of the labour required to re-install the glass.

  The remaining balance owed is for additional services requested by the home owner. The additional services (servicing the fireplace) had nothing to do with glass replacement, nor warranty. 

  Thank you.

  Customer response

  22/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: It is not true. The first time we called Browns to replace the glass they also fixed the blower. The invoice was paid in full at $763.35. The glass shattered and Browns fixed it at a cost of $389.29 which was paid....no service was required, requested or done.. The glass shattered and Browns came again for the third time and installed appropriately tempered glass...no service was required, requested or done. I am surprised that Troy would lie about this. The simple truth is that Browns installed the wrong part twice and finally used the correct glass at the third attempt. This is not complicated, the technicians installed inadequate, unsafe glass in the first and second attempts, finally getting it right. The unit needed no further service after the blower was replaced and no further service was performed, nor billed for. I want Browns to acknowledge their mistakes by cancelling the third invoice, 50% was offered prior to this matter being referred to the BBB. If the offer had been accepted then I would not have had to go through this process. Browns are not telling the truth when claiming service to the unit....it was only about the shattered glass.
  
  Sincerely,
  
  ****** ****** *****

  Business response

  08/12/2022

  Hello; 
  
  The 50% discount offered is to cover the full cost of the glass, as well as a portion of the labour required to re-install the glass.
  The remaining balance owed is for additional services requested by the home owner. The additional services (servicing the fireplace) had nothing to do with glass replacement, nor warranty. 
  Thank you.

   

  Customer response

  08/12/2022

  
  Complaint: ********
  
  I am rejecting this response because: It is the same as the previous response and not true, there were no other service requirements requested, performed or billed for. Browns installed the wrong glass twice, I paid in full, the third time they installed the proper temper of glass, reflected in the invoices, two wrong pieces at $50.00 each and the correct one in excess of $200.00. Not complicated, no need to add "service" There was no additional service, nor does it show on any of the invoices. Browns could admit that the service technicians screwed up twice and the third got it right. I have paid in full for 2 replacements, Browns should swallow the third invoice and apologize for putting an old customer and an *** **** through this rigmarole. A better business would not require prompting.
  
  Sincerely,
  
  ****** ****** *****

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