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:05/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I found their services through **************. The service was done 03/11/2025 The technician attached the pressure tank to the wall missing the wood studs. As a result both screws went through the wall and damaged the ceramic tile in the bathroom on the other side.After discovering the damage I promptly contacted the salesperson to report the issue. She assured me that she would inform the General Manager about the situation.I also sent pictures of the broken tile to show the extent of the problem. Brink Street plumbing assured they were going to fix it by replacing all decorative tiles with new ones in case it was not possible to find the same tile. Futhermore, they kept saying for more than a month that they did found the correct tile but it has been more than a month and no resolution yet. Just empty promises. I had the General Manager of ************** in **********, MD involved and he promised to get the Regional Manager involved, since they always used as excused that they did not received the tiles, I bought the tiles myself and advised them, they promised to send someone to the house to do the work on 05/01/2025. ***** visited the house. At that point I realised they are just giving me empty promises. My claim still inconclusive as of today.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I was put in contact with Brick Street by ********** to replace my water heater in March. In the contract, I requested a Rheem Performance Platinum 75 Gal. Tall 12 Year ****** BTU *********** Tank Water Heater and paid $3275 for the appliance and installation (including inspection). After a few weeks, I was told by the representative **** that it was difficult to find this specific tank and ordering it would take longer. After some suggestions from the company, I finally accepted an *************** 75 Gallon PCG-75 ****** BTU ProLine High ************************ Water Heater, 10 Yr Warranty at discount price of $3000. Since the installation on 3/21/24, I have been requesting the refund of $275 that **** has promised to process, and I should receive it in my account in 10 business days. After multiple attempts to contact ****, she told me that she made the request and did not understand why it did not go through. Thus, I suggested to send me a check which she agreed. But up to today 6/28/24, I have not received my refund and she has been ignoring my calls and messages. I also failed the inspection for lack of vents. But after installing the vents, I requested for reinspection since 04/29/24 and the person in charge, ****** said she would get back to me after the management has paid for the reinspection. Since then, no response and I am still waiting.

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted AHS for warranty service in the beginning of March about some leaking pipes under our flooring in living room which is connected to the radiators in that room. They sent Brickstreet Plumbing who advised they could not assess until the wood flooring was removed. We hired a contractor who removed the floor on April 11th and Brickstreet came back April 12th. We then had to wait for them to send the info to AHS. We kept calling and calling both companies and after about 2 weeks they finally advised that the invoice to do the repair was $6000 but AHS only covered $2000 and the remainder would be our responsibility. We then requested a copy of the estimate detailing the work to be performed from Brickstreet, they advised they could not provide that and said to ask for it from AHS. (Why the plumber would not provide a detailed estimate for work they are completing is odd, but we complied) We made the request from AHS who has now for 3.5 weeks continued to say that it will be emailed and will take "***** hours to receive" and then I call back, still the same response over and over and over. Until my last call, this time they said no it has been sent via regular mail. I have not received anything from them, except mailings asking me to renew my plan! I get those daily. I have requested multiple times to have a different plumber come out as I find is suspect that the plumber is unwilling to provide a homeowner with an estimate of work to be performed but they are asking me to pay $4000 for said work. I continue to request a copy of the detailed estimate of work to be performed in MY HOME or another plumber to come who provides an estimate of work to be performed.

  Customer Answer

  Date: 06/19/2024

  How Long do we wait for a response on this before another message is sent?

   

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This company is a terrible company. The service is awful when it comes to customer service, their dispatchers, their management, and even their contractors. It has been a nightmare since I signed up with this awful company.First, I paid the purchase their service for them to come to my home thinking it's going to be a a good service and team like the name claims. It has been a total disaster and a waste of time for more than 5 months.Actually it has been more than a nightmare and a devastating experience.Plus the waste of time and money They assigned irresponsible contractor just like them.He came to my house and made diagnoses then disappears for 2 months.This company never answers the phone and never gets back to the messages I leave.They never came and never fix anything.The contractor took parts to order like it. Then never shows up.After two whole months, came back claiming they never received anything and this contractor is no longer working with them.Then when you call back saying they have to send another guy to assist after two months.The other guy they sent, breaks my faucet.Then they ask for more and more and more money.Then they give numerous false reasons why. I have wasted my time everyday leaving my work and kids and life for no reason what so ever.After all this time none of the issues is fixed.I had to spend hours and hours on the phone every single day between dispatchers, contractors the company had assigned trying to fix and still not fixed. I hope no one hires this company. They have no manners of respecting their customers. They don't value the customers time and jobs.They are terrible.I can't say enough bad things about this company and their employers, They have such an irresponsible team.

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This company consistently misses services calls and does not show up to appointments. Let several messages for *** to call me to discuss and has not returned my call. Spoke to ****** on the phone and would not give me the company owners name. ****** does not show up for appointments and does not contact via telephone to let you know his status. This company is terrible and I am seeking reimbursement for the funds I paid because of poor customer service. This has happened to me many times and AHS has this documented

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On October 19 Brick Street Plumbing was dispatched through my warranty company for a hot water heater issue. The tech arrived and concluded my water heater needed to be replaced however, needed to be "brought up to code" which may not be covered by my warranty. This included running a new exhaust from the water heater for venting. After going back and forth with the warranty company and Brick Street Plumbing, I was told the cost was $1002.60 which includes getting these non covered items "up to code". I agreed and was told by Brick Street Plumbing that I needed to pay half up front, which I did in the amount of $501.30. The day of the install October 26 the tech arrived and stated he only had an order for a standard water heater install, which was covered by the warranty company. When I asked about the exhaust and other code items he said he did not know about those items and to contact Brick Street Plumbing, specifically *****. I immediately called Brick Street Plumbing and was sent to *****'s voicemail. I left a voicemail asking for an itemized invoice and explanation of why the other items weren't on the order. I got no response. The tech completed the install and left without installing the new exhaust vent. Since the install I have not received any calls or emails from Brick Street Plumbing. I called and left voicemails on October 26 and November 1. I also called Brick Street Plumbing on November 27th to mentioned a concern I had about the water heater not functioning correctly. During the call on the 27th, I was told the tech who installed the water heater would reach out which he did not. In addition to these calls I also emailed Brick Street Plumbing on October 30 asking for an itemized invoice so I could pay the balance, I got no reply.

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Brick Street was the required vendor under my *** home warranty contract. *** covered the Replacement cost of the hot water heater, removal of the old water heater, and install of the new one. The original visit from one of there Tech's was on 10-19 and they were to provide the *** recommendation that the water heat needed to be replaced. *** did not receive the ticket until 10-23. The install / permit / upgrading alleged needed resulted in *** denying $2,458.56, which was the total amount I was asked to pay. The estimate included $318.69 for replacement of the gas line, $369.75 for replacement of the exhaust flute, and numerous other changes (I don't have the breakdown). The came to my house on 10/26, and the installer (*****) confirmed during the install that they were re-using the gas line and exhaust flute pipe as they didn't require modification for the replacement. Brick Street office staff (*****) disagreed and indicated that I was still responsible for these charges. I paid 50% of the non covered *** charges before Brick Street would schedule the appt. $1,229.28. The balance of the amount they are still demanding is another $1,229.28 which includes the demand of the $318.69 and $369.76 which were not provided by Brick Street. I did find out the expansion tank Brick Street told *** was required per VA code that they charged $368 for within the total amount the requested is sold by Home Depot for under $60 dollars. This company has demonstrated a lack of business integrity, and I wrote them that I am disputing the costs from the remaining amount they are demanding, as they were not provided. I found out today through a local plumbing / HVAC company that the cost for them to replace everything and remove would be $1,800.00 They also had charges for modification of the water line, and re-used the existing plumbing to the hot water heater as well. I have since read numerous complaints online related to Brick Street asserting outrageously overpriced charges with *** customers. I asked the installer to see the permit that I had to pay for, they said it was at the shop. If BBB asked for a copy, I seriously doubt one was paid for, and it was another way to escalate false charges. I don't know if BBB would advocate on behalf of customers to resolve these false charges, but we are ready to go to small claims court, although the vendor is in WV, so not sure all that would be involved with that. I realize now they were making excessive modification claims to increase profits on top of *** payment for the water heater, removal of old tank, and install. They replaced the hot water heater pan and the $60 dollar expansion tank, but didn't replace any parts that they claimed were required for code violations. That was all just a way to justify a huge out of pocket from me as a warranty customer. I found out today a local registered plumber would have done the replacement for $1,800.

• Initial Complaint

  Date:10/05/2023

  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.

  They came out in March to diagnose two different hose bibs. They said the one in the garage needs to be replaced and would get approval from ******** **** ****** before proceeding and said the one outside in the rear "wasn't properly winterized" so it needed to be replaced, which was not covered by ******** **** ****** so they wanted $650. Both *** (after multiple calls) and Brick Street failed to communicate to determine next steps for the hose bib in the garage. I kept calling and no resolution, they just kept blaming each other. Finally on August 23 when I spoke to Brick Street they said that since its been since March they would fix the one in the garage when they come out to do the one in the rear and then just deal with *** themselves. I specifically told them I didn't want them to come do the rear until we resolved the garage one. I paid the full $650 online same day. They never showed on 8/31. When I called and asked what happened they said they needed to order a part and apologized no one called to let me know. They said they would call me when they had the part. They never called. On Monday 10/2 I followed up again and she said they could schedule someone for today, 10/5. When the technician came he said he only had approval to do the one in the rear. He also didn't have what he needed so he had to run to ********** before doing the work. I called the office and they lied and said they didn't know what I was talking about. They then finally submitted the claim to *** (got a email from ***), which they denied. *** is refusing to cover the new cost of $725. Brick didn't do the work they told me they would do (both hose bibs) and from the picture you can see they left without finishing - open and exposed and we had to seal it up ourselves to make sure any rain didn't come in. Since their no show on 8/30 I told them I want some money back. They said they would look into. Today I asked to speak to a manager and she said one would call "at their convenience"

  Customer Answer

  Date: 11/02/2023

  The company contacted me and have provided me with a refund. The case/file may be closed. Thank you very much for reaching out to them. 

  Kind regards,

  *****

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  At the end of May, this company was assigned to replace a water heater through our warranty company. It took over a week to get an answer and opportunity to replace the water heater. After charging us for non covered expenses, they never completed the repairs and have spent 4 weeks ghosting my request for completion. Every phone call ends with, We will call you back

• Initial Complaint

  Date:05/17/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  On April 16th they had a tech come out to my home to address an issue with my hot water heater tank. I had to call them to find out I had to order a part of the heater. They came and installed the part only to find out a week later that they didn't properly diagnose the issue. Two weeks later another tech came out to tell me it was the double blower. I called for two weeks to find out what was going on and the customer service agent said "The hot water didn't come back on yet" as the issue would fix itself. Once I kept calling I eventually found out that I needed to order another part. These people didn't go the right thing by informing me that I needed to order another part and they won't prioritize installation once I get the right parts.