First of all, appointment for work was scheduled for 4/29 with an arrival window of 10-12 AM. I used PTO to be home. At 10:36 I get a call that it needs to be rescheduled and the soonest window now is 5/1.On 5/1, I met...
Read MoreFirst of all, appointment for work was scheduled for 4/29 with an arrival window of 10-12 AM. I used PTO to be home. At 10:36 I get a call that it needs to be rescheduled and the soonest window now is 5/1.On 5/1, I met Spencer from Brothers. Spencer was generally nice, however my experience with his work was messy, chaotic, and stressful. The job was to replace 4 sink shut-off valves and 2 toilet shut-off valves. I purchased chrome replacements, and the job cost around $1,500. I also signed up for the membership program.Communication seemed fine until Spencer was getting ready to leave. As he packed up, I checked all the valves and found one of the sink valves leaking, with a puddle forming around it. I pointed it out to him, and he tightened the valve so it no longer leaked.Then I noticed the escutcheon plates he installed were plastic, not chrome. He claimed he thought it would look better and mentioned he ran out of the correct size in chrome, so he used the correct size in white plastic instead. I explained that we paid for chrome and that the invoice specified chrome. After some back and forth, he sighed and said he would try to find a solution. He offered other suggestions and expressed regret for not using chrome initially, but he wasn't sure how to proceed.He cut off the plastic plates and then cut an extra chrome one, asking if it would be acceptable. I said no, it would not. He then suggested a chrome plate that could clamp around the pipe, which he said I could purchase at Home Depot and install myself. If I wanted to do any of the job myself, I wouldn't have paid $1,500. The next 30 minutes were spent with him trying to propose alternatives that didn't match what we agreed on.After more back and forth, I called my husband. On the phone, Spencer agreed to get the chrome plate. But off the phone, he went back to suggesting the split plate and said he didn’t have the right part. He again mentioned me going to Home Depot to buy the split plate, but I told him I couldn't go. Then my husband arrived home, and Spencer agreed to get approval to get the correct plate. My husband talked to him from that point, and there was no further negotiation. My husband shouldn't have had to come home to get the job done correctly. It was so disappointing.Now, my guest bathroom toilet valve has a chrome plate that is not the correct size and looks sloppy, with a huge blob of visible blue glue. There's also glue on the floor around it that needs to be cleaned, and scuffs on the wall that require touch-up paint. My master bathroom toilet valve has the split plate from Home Depot, which Spencer eventually went to pick upVery stressful experience that has damaged my trust in the company.
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