My husband & I get no pleasure out of disparaging a company we've used for the more than two…read moredecades we've lived here (into which we've poured thousands of dollars). But we are so aggrieved over our experience with Beaver Brothers that we feel compelled to unload for whatever it's worth.
Our ground level heat went out a week ago Sat., on 1/24/26. BB came that day, determined we needed a new power venter, said they would order it Mon., and shut off the system till the part arrived. For starters, the NY supplier tells me the part could have been ordered that very day (Sat.), that while the warehouse is closed, the office is open all weekend, and all orders would be promptly processed first thing Mon. OK, a day wasted as BB would not be placing the order till Mon., as we sat in temps of 36 degrees bundled in coats and hats during one of the most frigid periods on record.
So Monday comes and we call BB 4x to get an update on the order. No call back. We call again Tues. (they NEVER call us) to learn they were closed Mon., the repairman couldn't get out of his driveway, and they'd now order the part that day (Tues.), to arrive Thurs. morning. (Not another human being, maybe even an owner with a sense of compassion and dedication to customer service could get in to order the part on Mon.?) They tell us the cost is $3,400, that our sticker shock is due to tariffs. Inflation maybe but not tariffs. We discover the part is actually manufactured in NC, & we know tariffs only apply to imported goods.
We're then told we could pay another $300 for overnight air for the part to arrive the next day (Wed.) but we decline. They say they'll come over Thur. morning to prep things and return in the afternoon to make the repair after the part arrives.
No one shows Thur. morning so we call again for an update. We're told they decided not to come twice but would wait for the part to arrive and that it was "out for delivery." Nuttin' more that day. We call again Fri. for an update, my husband has a heated discussion with the repairman who then hangs up on him. I talk to the co-owner who tells me the part is still not in, he doesn't know what's going on, and generously says they're paying for overnight air to help speed things up, but they'll be closed till Mon. so nothing can be done till then anyway. (No one can work a weekend in an emergency like this?)
Here's what I have learned from the NY supplier and tracking info they provided me. BB did in fact order a part Tues. afternoon (why not first thing in the morning?) that arrived Thur. morning, but it was the wrong part (a 5" venter instead of a 4"). So they only ordered the right one on Thurs., obviously supporting the urgency (not the generosity) of "overnight air" delivery. Tracking info never said the item was "out for delivery." Why not just admit they goofed and maybe offer a reduced price on account of our inconvenience? As for the costs? BB paid $506 tax-exempt for the part, and overnight air is $135 clearly posted on the supplier website (not $300). This, in our view, is simple price-gouging at every turn.
We have parted ways with BB as we are not folks who tolerate deceit, dishonesty, and such uncaring customer service that did not meet the urgency of the situation. Plus, we received an undeserved snarky final email from the co-owner. We have shared our story with Trip Beaver, who admittedly has retired from his company but was really the only one we knew there, and have not heard a peep. Very disappointing.
So here's, as they say, the "rest of the story!" Stout Heating & Air came out this past Mon. 2/2/26, and simply flipped the switch to turn our heating system back on with the power venter working just fine!, and we have finally shed our coats and hats after 10 days looking like a tribe of Eskimos. And we've saved 3,400 bucks.
