iHow the Experts Score is calculatedEach factor is scored 0–100 on absolute terms (standing in the category can only raise it), then weighted; problems flagged in review highlights or a recent slide in ratings are subtracted:Satisfaction 55%64+34.9Reliability 24%17+4.1Value 14%100+14.1Replies to reviews 7%25+1.8Craft & service penalty55−4.5Momentum penalty71−2.9Experts Score= 48Grade C: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.48SCORE
CGradeiLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#50 of 50 heat pump installation servicesiPosition by Experts Score among all companies we track in this category. · better than 0%
4.7★★★★★213 Google reviews · 7 photos
90%five-star reviews
4.43★last 12 monthsiAverage stars on reviews from the last 12 months only.
25%1–2★, last 20 reviewsiShare of 1–2★ reviews in the last 24 months — or the 20 newest reviews when the company had fewer than 20 in that time.
Google reviewers rate Brown Plumbing & Heating 4.7 out of 5 based on 213 reviews, with the owner responding to 13% of them. Customers frequently praise the company for punctual emergency response, professional communication, and efficient handling of services like sewer line replacement, water heater installation, and leak repair. While most experiences are positive, some low-star reviews criticize high pricing, excessive labor time charges, and difficulties reaching the company via phone.
Google rating: 4.7 out of 5 from 213 reviews (90% five-star).
Reviews on this page: 213 Google reviews (125 with written comments, 2 with photos).
Owner responses: the business replied to 13% of reviews.
Most recent review: October 13, 2026.
Service: Heat Pump Installation Service serving Billings, Montana.
Data from Google, last updated October 27, 2026.
Score profile vs other heat pump installation services
Score per factor (100 = best)iEach factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: value and momentum; weakest: reliability.
Brown Plumbing & HeatingHeat Pump Installation Services median0 = centre, 100 = best
SatisfactioniSatisfaction · 54% of the scoreRecency-weighted star average (2-year half-life), shrunk toward the category mean by review volume; the company’s own lifetime average as the prior; absolute: 4.0★ = 0, 5★ = 100.Brown Plumbing & Heating: 64/100 on this factor. Category median: 92.B
64
ReliabilityiReliability · 24% of the scoreHow rarely jobs go badly: share of 1–2★ reviews — 60% the last 24 months (or the 20 newest if fewer), 40% all-time; 0% = 100, 15%+ = 0; the category percentile can only raise it.Brown Plumbing & Heating: 17/100 on this factor. Category median: 90.F
17
Craft & serviceiCraft & service · penalty only, up to −10 pointsGoogle review highlights: Quality, Professionalism, Responsiveness, Punctuality — how rarely reviewers flag them as a negative, per review since highlights began; 0% = 100, 5%+ = 0. Subtracted from the score (up to −10), never averaged in — clean highlights are the norm, not a bonus.Brown Plumbing & Heating: 55/100 on this factor. Category median: 95.C
55
ValueiValue · 14% of the scoreCustomers’ own price verdicts (Great / Reasonable vs Overpriced) and Value highlights; 65% absolute (all “reasonable” ≈ 80, “great” = 100), the category percentile can only raise it.Brown Plumbing & Heating: 100/100 on this factor. Category median: 100.A
100
MomentumiMomentum · penalty only, up to −10 pointsPenalises only a real slide: last-12-month average below lifetime (−0.5★ = 0). Still 4.8★+ over the last year, or steady/improving = 100. Subtracted from the score (up to −10), never averaged in.Brown Plumbing & Heating: 71/100 on this factor. Category median: 100.B
71
Replies to reviewsiReplies to reviews · 7% of the scoreHow often the owner publicly replies to reviews under 5★ (1–4★). Needs 3+ such reviews, otherwise not counted; 65% absolute (80%+ replied = 100), the category percentile can only raise it.Brown Plumbing & Heating: 25/100 on this factor. Category median: 63.D
25
Bar = this company · dark tick = category median.
Star ratings
213 Google reviews we collected
4.7of 5
5 stars19290%
4 stars84%
3 stars21%
2 stars00%
1 star115%
Praise vs complaints
Phrases our text analysis found in 125 written reviews
94%praise
Praise25694%
Complaints166%
Topic share
How often each topic comes up in the written reviews
7topics
Staff & attitude8130%
Speed & response6323%
Quality & results3714%
Would recommend3212%
Price & value3011%
Communication166%
Honesty & trust135%
What customers talk about
We read 125 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“They have always worked quickly and been professional, communicative and efficient.”
“No call back to get us scheduled was highly unprofessional.”
“The guys arrived within 30 minutes of being called (this was an emergency situation), acted quick once arriving, and the job was done in a timely manner.”
“So now I am left wondering why he never got back to me.”
“Great company, absolutely awesome to work with provide excellent service and communicate very well.”
“Terrible company.”
“We will definitely use them again in the future and we highly recommend them!”
“Do not recommend.”
“They jetted a 100 feet of sewage drain in a couple of hours and they have reasonable pricing.”
“got taken advantage of or plain rip off .”
“He explained everything he was running into during the whole process and in the end got our issue resolved.”
“…ery considerate, as a business owner myself I greatly appreciate the honest,quality and efficient job Browns plumbing did for us!…”
People customers mention
Browns5 reviews
Ryan5 reviews
Cody4 reviews
Jaren3 reviews
Reno3 reviews
praise complaint · found by our text analysis, Google review wording unchanged.
Reviews for your job
Customers hired Brown Plumbing & Heating for 8 kinds of job. Pick one to see what they paid and said.
Josh6 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 5 months ago★★★★★
Tera in the office was great, Jaren was very professional and efficient on our project.
Paid $300–400Reasonable priceShower installation
DaveLocal Guide · 58 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a year ago★★★★★
What a breath of fresh air, professional, on time and courteous. I had a water dripping toilet and Jared was on time and very considerate, as a business owner myself I greatly appreciate the honest,quality and efficient job Browns plumbing did for us!
Very happy with our experience with Brown Plumbing. The guys arrived within 30 minutes of being called (this was an emergency situation), acted quick once arriving, and the job was done in a timely manner. They had great customer service even after doing such a nasty job. Thank you so much!
Response from the owner · a week ago
Thank you for the kind words! We are very excited you were pleased with our service.
Claire Parsons4 reviewsiTotal number of Google reviews Claire has written across all businesses on Google Maps, not just this one.
Brown plumbing has done a number of jobs for us over the years; replacing broken cast iron pipe under our basement floor, pulling roots out of our sewer when it backed up, installing a tankless water heater, and most recently replacing the whole length of our sewer line. They have always worked quickly and been professional, communicative and efficient. We will definitely use them again in the future and we highly recommend them!
Response from the owner · 2 months ago
Thank you for the kind words Claire. We appreciate you very much!
Josh Tolentino6 reviewsiTotal number of Google reviews Josh has written across all businesses on Google Maps, not just this one.
What a breath of fresh air, professional, on time and courteous. I had a water dripping toilet and Jared was on time and very considerate, as a business owner myself I greatly appreciate the honest,quality and efficient job Browns plumbing did for us!
Price: $600–700
Response from the owner · a year ago
Thank you Dave for the kind words! We absolutely appreciate your business!!!
Paperclip Moon Lava12 reviewsiTotal number of Google reviews Paperclip has written across all businesses on Google Maps, not just this one.
This company helps me keep my older house and plumbing working. They are prompt and clean. I would recommend them to anyone who needs plumbing work done well. And they give my dog free pets, too, which she loves.
Matt Langman4 reviewsiTotal number of Google reviews Matt has written across all businesses on Google Maps, not just this one.
What a relief it is to have a nice water heater! My relief is thanks to Steve and his crew at Brown Plumbing. They came recommended to us and I'm happy we chose them. They showed up on short notice with a crew sufficient to get the job done in a timely and orderly fashion. This was an upgrade in size, so they had to be thoughtful and creative about placement, which I very much appreciated. They were also willing to address any questions or concerns I had. Thank you!
Liz LockwoodLocal Guide · 19 reviewsiTotal number of Google reviews Liz has written across all businesses on Google Maps, not just this one.
