Complaints

This profile includes complaints for Morton & Brown Plumbing, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Morton & Brown Plumbing, Inc.

  1810 Inyo St Delano, CA 93215-1039

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  Morton & Brown Plumbing, Inc.

  PO Box 1107 Delano, CA 93216-1107

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:05/24/2024

  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.

  On 11/02/23, Morton & Brown Plumbing sent a plumber to address a running toilet, change shower stall fixtures, and a minor leak in the bathtub spout in the master bathroom (2nd floor). On this date, damage was done to the bathroom carpet and the dinning room ceiling below on the first floor because the water valve/filter in the toilet was not checked prior to turning on the mail water line; flooding occurred which caused the damage. The incident was reported to the company the following day. The bathtub spout leak worsened and I was told that a part inside the faucets (stems) would need to be replaced. The company agreed to pay half of the damaged carpet area and paid for the entire paint job on the dining room ceiling. On 02/14/24, a second plumber came out to repair the leaky bathtub spout; however, was unable to do anything because he needed a particular wrench to remove the old stems; the fixtures are 24-years old and were all in tact and working properly with the exception of the spout leak. On 02/26/24, a third plumber came out and in an effort to remove the old stems with the proper wrench, broke the stem and the old handle could not be re-installed. On 03/01/24, a third plumber came out and delivered the check and work was done on the existing bathtub handles/spout; however, the old and new parts were not compatible. I was informed that new parts would be ordered because the old parts were obsolete. On 04/25/24, two plumbers came out and replaced stems, extensions, cartridges, and 2 water handles; the job was finished. On 05/03/24, I received an invoice which reflects charges for the bathtub fixtures that were installed. I called the office to dispute the charges; the billing person said she would discuss my concerns with a supervisor. On 05/21/24, I spoke with the billing person again and the supervisor; the company is not willing to make adjustments on the invoice. I was told since not all hours for services were billed, this was like an adjustment.

  Business Response

  Date: 06/06/2024

  This is ********, I am the owner and one of the plumbers who went to the address mentioned.

  This is how it happened, one of my coworkers went the first time to check a few plumbing issues. Unfortunately he had an incident where water was spilled on carpet at upstairs bathroom. He did his best drying the twenty year old carpet but it sprung a stain next day. She had it professionally cleaned but unfortunately old carpet changed colors between area that wet and dry area.

  We agreed on paying for half of replacement for carpet was old. She originally quoted us at $1,332 but then she got a second quote for $1,770 for first contractor was not available anymore.

  Meanwhile we still had to do other repairs at her house waiting for tile work to be done she got all repairs done and demanded a check separate from plumbing bill that we will issue her at the end of our work. She received a check from us for $1,770 which we pay in Full.

  However while my other coworker was attempting to remove handle extensions for a Roman *** faucet that was twenty years old, One extension broke due to a s**** that stripped while we tried to remove. We drilled it and ordered new parts. Parts became obsolete due to their age, However we tried several parts recommended by Plumbing supply house unsuccessfully. After several attempts we finally found some handles that matched extensions and were able to finish plumbing job. By then several months passed between us trying to get parts and waiting to come in and homeowner availability along our availability.

  I personally reviewed her bill, between I and three more technicians who went different times to work on faucet or trying to make handles match extensions we got about ten hours between different trips we made from out shop to her house. I deducted two hours from tech who had incident on him trying to dry carpet and going to store for supplies. I also deducted two more trips on another tech who only tried the parts that would not fit or work and one more trip from myself where I tried other parts that would not fit. 

  She called the office complaining about her bill and I talked to her explaining how much time we had already deducted her response was "I understand" but kept blaming the tech who worked on her extensions. I explained that those parts were 23years old and it was tear and wear but she would not change her story. She agreed on paying everything but threatened us to complain with BBB. She is making $100 dollars payment monthly to this date. 

  Customer Answer

  Date: 06/10/2024

   I am rejecting this response because:
  I would like to provide further clarification on some of the statements made by the company.  The comments are as follows:

  1. The carpet was 24 years old and did not dry until the eighth day of being flooded.  At that time, there was a large yellow stain in half of the bathroom area that could not be cleaned by a professional company. 

  2. The original quote was of $1330 was for half of the carpet replacement and repair of the dinning room ceiling on the first floor of my home; this was the result of the flooding that occurred in the bathroom directly above. I obtained a second quote from a licensed paint contractor and he charged an additional $400 for repair of the ceiling.

  3. The other jobs done by the company included adjustments of two sink drain plugs in the same bathroom.  Since I had already paid for the repairs of the dining room ceiling and half the flooring in the bathroom, I asked ******** to be reimbursed for the expenses they were going to cover; I did not demand payment as reported. 

  4. The bathtub faucet extension and the stripping on the s**** were done by the plumber; none of the fixtures were broken prior to 02/26/24.  

  5. I made an effort to schedule my appointments around the availability of the company's working hours. It was not until the later part of March 2024 that the company made an effort to locate replacement fixtures.

  6.  ******** writes that the first plumber came out and ran out to get supplies; this is inaccurate. The plumber took a one hour lunch as he waited for a co-worker to bring a tool he needed to remove fixtures from the shower stall. ******** reports 10 hours of labor; my records reflect 8 hours of labor completed.  

  7. On 05/21/24, I discussed the invoice with ******** and he was not willing to make any other adjustments.  At this time, I informed that I would be filing a complaint with BBB in hopes that we could arrive at a mutual agreement about an adjustment on the invoice; I did not make threats of any kind as reported.  

  In summary, the original bathtub fixtures were broken by the company.  Due to the age of the fixtures they were obsolete and replacement fixtures were found.  The billing adjustment I am requesting is one option from the following:

  1.  Bathtub fixtures plus tax(replacement): $240.86 or

  2. Labor charges for 03/21/24 and 04/25/24.  As of this 06/10/24, office staff will advise how many hours of labor were billed for the dates in question.