Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased dryer that was eligible for a 10-year warranty between July 1 and December 31, 2019. We took delivery of the unit July 3, 2019. This warranty is not being honored and the delivery date falls within the parameters set.

  Business Response

  Date: 10/07/2024

  I connected with our team and learned a little more! After our CEO and Mr. Rivers talked on the phone; Our appliance tech Ken diagnosed the squeaking sound with the Speed Queen Dryer as an issue with the rollers on 8/29/24 and emailed the customer the estimate for repair. Diagnostic fee waived per Aimee.
  
  Ken replaced the rollers and repaired the unit on 9/9/24. Customer paid $261.24 for the repair.

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,

  I do not want the complaint closed. I want to reject Brubaker's response. I have been thinking about what is fair.

  On the one hand, I hired them to take care of my boiler and paid them to tune up my boiler once a year, which they most certainly did not (they turned it on, registered the reading, and did not even open up the boiler to see its obvious corrosion). This is negligence, and possibly fraud as they did not provide the service I contracted fo.

  However, there was a a leak in the boiler, which was still under warranty, so there was an issue not under their control. They should not have to pay for the boiler repair, which would have been a separate charge.

  However, I had hired them to make sure my house wasn't without hear ever. I went without head in the coldest part of winter for weeks--on and off--because of Brubaker's irresponsibility.
  

  I paid Brubaker to maintain this boiler, and they did not provide that service. Granted, I did not want Brubaker to service the boiler once I got another HVAC outfit in, and Brubaker offered to look at it, but they had totally lost my trust both as a company and as a ********************* servicer. Firing up a boiler and seeing that it works is not the same as a tune-up, and they wanted $250 to actually do the tune-up. So there was definitely an issue with their contract and the services, as well.

  My suggestion is that they refund the service fees for the boiler contract for one year. I did not use them and did not get my tune-up. I will take the loss on the boiler and apply that money to some of the job.
  
  My new servicer uses a telephone app, so I don't have a way to provide an invoice that is printed. That is why I provided a screen shot. My original plumber did not want to get involved as he said Brubaker had messed the up (thought the boiler might need to be "condemned)", and so I felt that there was a professional fear of Brubaker. That is why I did not provide the name of the people who actually fixed the boiler. I am willing to provide that to the BBB through screenshots. I am not sure why Brubaker needs to know the identity of the people who fixed the boiler. With all the evidence I have provided, do they think I'm making up the events? 
  

  ************ certified) said to do the maintenance would cost another $250 and that I didn't need it. I think he didn't know how to do it.Less than a month later my boiler started to not fire in the dead of winter. As now I was done with Brubaker, I got my old plumber to inspect. He opened the door and found the corrosion pictured and the leak, which he identified as having been going on "a long time." Brubaker DIDN'T EVEN OPEN UP the boiler cover to check the heat exchanger. They just fired it up and saw that it was working that day. So much for "precision tune." My plumber wouldn't work on it, as it was Brubaker's mess. Brubaker offered to come and try to fix it, but after the leak that ruined my kitchen, the overcharging on the dishwasher, and now this, I didn't trust them to do a decent job. Nor were their technicians trained on my boiler in the first place (which I was never told). I got a certified tech and he fixed the boiler and I sent the bill to Brubaker.

  Business Response

  Date: 06/10/2024

  In August of 2023, we issued the customer a refund of $735.00 for a customer-provided Bosch dishwasher installation. We acknowledged our service tech incorrectly over-charged the customer and accepted responsibility for the error on our end. Both parties mutually came together in agreement and all parties were satisfied with the refund as we right our wrong. At no time did the customer make mention of any damage received to her flooring or cabinets.  Brubaker replaced the dented dishwasher door at the company's expense, as again this was a customer-provided appliance and not purchased through our appliance showroom. 
  ******* ******************* has been a customer of ********************** since 2022. She was also a gold club member for our HVAC department and plumbing club member. She received regular maintenance and services provided by Brubaker Inc. In December of 2022, **** became a club member stating her system had not been cleaned in several years. **** provided the ********************* extensive cleaning kit and paid the extra charge to perform this extensive service. On 12/22 our tech recommended that extensive cleaning did not need to be done every year. This is following the *********************** manufacturer's manual. Unless the systems readings are off, this additional service is not required. Due to the age of the system and the unknown date of the prior extended cleaning, we performed the service. 
  We provided annual preventative maintenance of the customers boiler system which did not require the extra cleaning kit outside of the standard maintenance service as stated on the manufacturer's service manual. The service manual states if the readings are outside of the specifications to perform the extra cleaning kit, however, at the time of service on 12/29/23 meter readings looked good (98.3% efficient) and did not warrant the kit. The cost of service was covered by her preventative maintenance club plan. Our records show the customers boiler system was fully functioning and running at top efficiency. Two months later in February of 2023,  **** emailed us on the 23rd stating her *********************** system was not working properly and she called a different company to work on it. Brubaker was never made aware of her system not working. Other company said that they would possibly have to condemn the boiler. ***** email stated *********************** determined the heat exchanger was leaking. Our Director of *********** Services immediately called ****. During their phone conversation, the customer stated she did not want to talk on the phone and only wanted to send written correspondence. Brubakers Director of *********** Services stated verbally and in writing well need to check on her system, perform our own findings, and write up a proposal post-inspections outlining the next steps and if replacements were warranted. 
  Brubaker also requested a copy of the other company's report, however, that request was denied. To date, we have not received any documents or reports stating there was negligence caused by our technicians which in turn caused the heat exchanger to leak and need to be replaced. 
  On 3/29/24 ********************* emailed us a screenshot of the invoice preview she paid for another company to repair her system. The screenshot was for parts and labor, not an official invoice. We requested the official invoice and documents from the other company, but again those requests were ignored. 
  Please note the same technician performed the extended cleaning service with the customer-provided ********************* kit in 2022 and preventative maintenance in 2023. 
  Without proof of improper service, we cannot accept responsibility for the system breakdown. Brubaker is willing to issue **** a refund of $100.00 for the value of two club payments. The final club payment was made in September 2023. Again without proof of negligence on our part, we feel we provided the customer with qualified, experienced service, to all of her homes systems and service needs from 2022-2023.
  

  Business Response

  Date: 06/24/2024

  June 24th, 2024
  
  ***************************
  ******************************************************************************-4767
  
  Re: ********************* BBB Complaint
  
  Updated Response:
  
  Honoring our customer satisfaction policy ********************** agrees to issue **************** a refund in the amount of $300.00 for the value of the **********  When **************** agrees to this payment (via written form), we will issue a check for the amount listed.
  
  
  *********************
  Director of *********** Services

  Customer Answer

  Date: 06/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I suggest that they re-write their description of services so that they do not promise something that they are not delivering. If you took your car in for a tune-up, would you expect the service person to just turn it on and say "sounds good"?
  
  Regards,
  
  ***************************
  
  

  Customer Answer

  Date: 07/23/2024

  Hi BBB,
  

  I have never received the check from the company.

  Thank you so much for your help. Can you encourage them to resolve the issue? I would like to put it behind me.

  Gratefully,

  ***************************
  

  Business Response

  Date: 09/13/2024

  Hello, we've been waiting to hear from Ms. ****** if she accepted our offer via writing. Once we receive acceptation we can happily issue the $300 check. As of 6/24/24 we have not received a response until now- claimant asking when they'll receive payment.  

   

  6/24/24: "When Ms. ****** agrees to this payment (via written form), we will issue a check for the amount listed"

   

  Please provide, thank you! 

   

  Customer Answer

  Date: 09/13/2024

  I have indicated to the BBB that I have accepted this response. I am now writing that out in order to receive the compensation from Brubaker.

• Initial Complaint

  Date:02/01/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First of all, thank you for your prompt attention to this matter. I just wanted to 
  
  let you know that Brubaker Inc. has already issued me a refund of $100.
  
  Again thank you for all you do!
  
  *******************

• Initial Complaint

  Date:08/13/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 08/18/2022

  I received the record of the complaint and we are researching the details of the transaction.