W W Fairbairn & Sons

Dick S.

We had an emergency water leak from our well pump in the middle of the night. I called Steve in service and he sent Josh out within two hours. We needed a new tank and Ken delivered that. From start to finish, Fairbairn & Sons delivered THE BEST service I have ever experienced! Josh even helped to remove our Christmas Tree! Now that is above and beyond!!!!!

I wholeheartedly recommend Fairbairn & Sons for any service in this area you may have!

Dick Stewart

Mark H.

Fairbairn is a well established business in this area, and we've used them in the past. They are pricey, but do reliable work. Until recently, we have had no complaints with their service. Unfortunately, our last experience has been so difficult that our opinion of them has changed. We called them on a Tuesday to speak with Scott about a quote for a furnace replacement. Instead of getting Scott (very pleasant to work with) we were forwarded to Paul Benchley and told he would return our call later that day. We called again the next day, and this time he called back, agreeing to meet for the quote that afternoon. He didn't show and didn't call. By Thursday, we started contacting alternative plumbers. Mr. Benchley finally called on the Friday, and made an appointment for the Monday.

The appointment was not a pleasant experience, and seemed focused first on how much work it would be, with new venting etc. By this time, we had already had a couple of other people look at the job, and we'd compared it to our neighbors with the footprint. What Mr. Benchley was describing did not match what others had said, nor the simpler solutions our neighbors had used. That's alright. Opinions may differ. But Mr Benchley became combative when we asked about his suggestions, and largely talked over us.

When we asked about scheduling, the situation deteriorated further. Because of our contractor's schedule, we requested a 4 to 5 week time window. Mr. Benchley said that we were really only giving him 2 weeks because his crew would be away deer hunting for two weeks. When I mentioned that he'd been 5 days late showing up for the quotation and that deer season was not really our problem, he became very combative, insisting that we were demanding a two week turnaround. He also said that any plumber who could meet our schedule must be a bad plumber with no business, thereby insulting many respected plumbers in the area who could meet our timeliness. So the meeting did not end well, but he agreed to send a quote for the work.

We did not receive a quote. Rather, Mr. Benchley called our contractor, who he barely knows, and told him that we were difficult to work with and to watch out. In addition to being untrue, we consider this to be highly unethical and will contact the BBB about that particular action. He acted out of spite because we would not take the blame for his scheduling problems. Mr. Benchley also told our contractor that Fairbairn would not work with us moving forward. Again, they have that right, but it's simply spiteful behavior.

Why do we care? In a small town like ours, there are only a few companies around, and they divide up the furnace market. Fairbairn is the only local plumber who installs American Standard, and they make one of the furnaces at the top of our list. By denying us service, Fairbairn is denying us access to that make of furnace. We will certainly let American Standard know about that.

Let me say again, we have had quality work completed by Fairbairn in the past. But even large companies like Fairbairn are not immune to problems caused by inappropriate behavior of their employees. As long as Mr. Benchley has any role to play in working with customers, we would recommend finding another company for your plumbing and heating needs.