ComplaintsforBrothers Plumbing, Heating & Electric

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Air conditioner repair was completed at my home on August 1. The repair was required because the ** units were both over charged on refrigerant requiring the removal refrigerant, replacement of capacitor and addition of hard stop on both units. I have been part of Brothers home care program for the last 5 years and have left all maintenance to the service technician meaning that if the units were overcharged on refrigerant the overcharging was executed by Brothers service technicians. While I didnt think I should have to pay the full amount since the error was the responsibility of Brothers techs, when I called back to the company I was advised I had a balance outstanding from the work. I had to request that the overcharge be reimbursed. The reimbursement was offered as if the company was doing me a favor. I am now expecting a full refund of the cost of the repair. I have spent quite a bit of money with this company and was very pleased with the value of the services provided, so I am very disappointed by this circumstance. I will be canceling my membership in the home care program.

  

  Business response

  08/12/2024

  *********************** called the client and left a voicemail on 08/12/2024. We will be crediting the cost of the service back to the client and there will be no charge for the service.  The technicians who were previously at the home have had a conversation and training was completed as a department to discuss this situation and how it could have been prevented and so that it doesn't happen in the future.  We are sorry the level of service received was not at the level the client or our company expects.  We hope to retain the client and redeem ourselves 

  Customer response

  08/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Brother's was contacted to address a leak in my water heater. On April 18, 2024, a technician was dispatched who advised the appliance needed to be replaced as it had reached end of life. He completed tasks associated with the replacement and departed several hours later. I continued to have no hot water and contacted Brother's. They sent another technician the next day, April 19. The next technician replaced a pressure valve on the brand new water heater and left. The unit continued to malfunction. The same technician returned and performed troubleshooting for hours. He informed me that Brother's had installed the incorrect model for my situation and that the brand new unit would have to be removed and replaced with another new unit. On April 20, the technician returned and completed the work to remove and install the correct unit. I would like a refund of fees paid for the labor associated with this transaction based on Brother's complete and total lack of due diligence in completing the work. They should have installed the correct unit instead of causing days of missed work and having to remain at home awaiting a resolution. I sent a letter to Brother's to provide them with opportunity to make this right. There has been no written, telephone or emailed response to my letter, thus me taking this to BBB for assistance.

  

  Business response

  07/01/2024

  The client was contacted upon receipt of the BBB Complaint and our management team negotiated a refund of $1000 to the client's satisfaction.  We are sorry for the inconvenience. 

  Customer response

  07/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Smelled gas coming from water heater closet on January 26. *************** and gas utility investigated and found no gas leak, including at the water heater. Suspected a venting issue ******* from Brothers Plumbing was called for an investigation of the water heater on 1/28. ******* determined quickly that we needed a new water heater, and charged $3454 to replace it. ******* promised that replacing the water heater would solve the problem.Gas smell reoccurred, ****** from Brothers Plumbing was called out to investigate under warranty. ****** did not find any issue by spraying soapy water on the flex line, and gave us a new CO sensor before saying to call back when it happens again and they'll come out the same day.Gas smell reoccurred. *******, a senior plumber from Brothers Plumbing, and his apprentice ****** were called out to investigate. ******* eventually found a small leak in the control valve and replaced the defective part.Gas smell reoccurred, and Brothers was contacted immediately when the gas sensor was alerting. ****, an HVAC tech, was called out and was unable to find anything wrong with the furnace. **** was Brothers Owner *********************** was contacted. ****** is refusing to provide any refund or compensation for their inability to solve our gas issue. I was sold an expensive water heater that did not solve the issue, apparently to make a commission on a new water heater. I would like a refund, unless Brothers is able to actually solve the gas problem. I do not want a bunch more technicians coming through the house, so if Brothers is not confident that they can solve the issue, they need to give up and refund my money. If gas smell reoccurs, *************** will be called out to make a report, as ****** claims he doesn't know if my sensor is faulty (even though his technician tested it, and also both my girlfriend and I smelled gas ourselves).

  

  Business response

  02/21/2024

  We were able to send another technician out on 02/16/2024.  Through that visit and with the help of the Manager, we upgraded him to a power vent water heater and let him know if that didn't solve his issues we would refund his money. 

  We haven't heard from ******************** since 2/16 and believe he is happy with the resolution.

   

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a water heater repair on Tue 7th because I saw a temperature sensor warning light. Got scheduled for appt Wed 8th *****am. Tech came out at 9am, expressed confusion to my wife because he couldn't see anything wrong with my water heater and started work on my furnace which was working fine. Now my water heater is not working. I just want my money refunded.

  

  Business response

  11/15/2023

  
  When we took the call on 11/07/2023 my representative referenced twice in the call that it was a furnace and the age of the equipment.  There was not a correction to this information at that time, so the call was booked for a furnace visit.  One of our managers, **** reached out twice to discuss and resolve the concerns but we did not hear back from the client.
  
  While we believe we booked the appointment as requested based on the phone call.   Well go ahead and refund the money as we stand behind our 100% satisfaction guarantee.  Refund is being processed but will take several days to go through.

  
  Thank you.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The sales manager ***** came to my house to camera a pipe that was flooding my basement. This happened on Oct 2nd 2023.He made the promise that insurance would cover all the work on this pipe, no issue (minus the materials) and kept stating the fact that it would be no issue for insurance.He then gave me the quote and on Oct 4th he had a crew at my house to replace the pipe.Now between this time, ***** kept making the ***************** would cover the cost of the pipe and with such a quick turnaround between initial inspection and actual work, I didnt have time to either get quotes from other companies or confirm with insurance first.This felt very predatory and forced as now after the fact, insurance has confirmed they will cover 0% of the pipe replacement.I emailed the company on Oct 20th 2023 stating I do not authorize the second payment of services until a manager speaks with me and this morning on October 25th they charged my credit card without my approval.

  Customer response

  10/25/2023

  Hello, Id like to cancel my complaint as I spoke to the company directly. 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I contacted Brothers Plumbing for a new hot water heater. We had our home inspected, signed up for the yearly program and had another appointment scheduled for install. Two techs came out and told ** that we needed one of two options, a $8,000 option or a $14,000 option. As we were about to accept the higher option, the tech said, "oh, nevermind. I guess I can't do that." We proceeded with the only option available and they got to work. They were there for two full days, with several issues. A defective hot water heater was installed. The tech left night one without hot water. The tech left night two without hot water. On morning three, we called Brothers Plumbing and a new tech was sent out. Immediately upon arrival, he told ** that we not only paid too much, but that he wouldn't have installed it the way that it was done and needed to call his supervisor to see if "they'd ever seen anything like this." He told us that he would likely have to start over and replumb the entire thing. He was there an entire day, again. We took three days off work to finally have hot water. We were told to plan on May 1st for the City permit inspection. We waited all day and no one came. We called Brothers Plumbing and were told they tried to call and schedule with **. They did not. They tried to send someone out that they, but could not. Someone from the City came the following day, when we were not there because we were not notified. Finally, we were able to meet with them at the end of the day, with no help of Brothers Plumbing. We failed that inspection because an outlet was installed without our knowledge, pipes are touching on several elements of the water heater and other plumbing/electrical issues. We do not have a permit. I called to complain to Brothers Plumbing and now I'm being ghosted. I've been promised a call back on several occasions and then never hear from them. This is a problem and we will proceed with all actions necessary.

  

  Business response

  05/10/2023

  The Plumbing Manager, ****, was able to make contact with ******************* after a few days. We will be returning to make corrections on Monday and the tech will be accompanied by a manager to resolve the concerns at that time.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/22 our furnace would not turn on. A tech came to the home and ************ Capacitor , dirty starter, and a *** Switch. The total cost $1050.00 When I looked up the *** Switch I saw it was a $32 part. The work took me 5 minutes. They wanted to charge me over $500.00 to replace. The tech was not even a licensed electrician. If I would not have asked more questions I would have told them to go ahead and fix. I know nothing about furnaces. This company is using deceiving and outrageous up charges on material and labor is wrong. Many people are getting taken by this company. Hundreds of thousands of dollars are being made by this practice. This is very upsetting knowing how they take advantage of unaware homeowners.

  

  Business response

  03/03/2023

  ****************** called in on 02/22 at 3:38pm because his Furnace will not kick on  the job was schedule for a 6-8pm window.  We were able to get a technician out to his home sooner. The technician was dispatched at 3:55pm and arrived at 4:44pm and left the home  6:35pm.  For 2 hours 40 Min onsite.  Please see attached time card and job activity log.
  
  Replacing an SSU switch does not require a licensed electrician, but is the work that an HVAC technician performs.  This tech has many years of experience and knowledge working on furnaces and is very knowledgeable about the trade.
  
  The client was provided 3 estimates for options.  See attached.  Please see attached estimates given and invoice of completed work.
  
  ****************** was provided with a precise price, up front, and agreed to work being done.   The repairs comes with a 2 years parts and labor guarantee. Pricing includes overhead items, such as technicians labor, his benefits, company payroll taxes, support staff in the office to answer the phones, phone expenses, uniforms, workers compensation insurance,general liability insurance, truck fuel, maintenance, and insurance, continuing education for our technicians to perform tasks such as this and to stay on industry code and standards and much more.   Without these items we can not support our clients and maintain our warranties.
  
  ****************** did not call the office to speak with a manager before filing a BBB complaint.
  

  Customer response

  03/06/2023

   
  Complaint: 19520008
  
  I am rejecting this response because:
  This is crazy, first learn how to add time. You were not here for 2 hours and 40 minutes you were here for 1 hour and 40 minutes ( 100 ). The justification is not acceptable. You are taking advantage of people. I was never given the price of the part. You do not say that the part is $32 dollars and 5-minute time for $500.00 You forget I paid you $500 already and you wanted another $500 for this part. Most people would not question it because you are the experts. If you say I need a part and its going to cost $500 why would anyone question you the experts. Instead, you rip people off and somehow you have been able to get away with it. I want the invoice to include what I was charged for the part we did pay you for. Let me also remind you that you charged me a trip charge as well. This is Wrong and people need to know what your company is doing. 
  Sincerely,
  
  ***********************

• Initial Complaint

  02/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brother's Plumbing sent out a technician on 2/4/2023 for a maintenance visit to our heating unit. We were subscribed to their membership program. The Technician **** came out and after changing the filter, and inspecting the furnace, shut it off without warning to us and refused to turn it back on. He claimed it had holes that made the unit unsafe to operate, and that he was obligated by law to turn the unit off. He could not produce evidence of this requirement when we questioned him. He called his manager ****** to explain the situation who also could not produce evidence of this requirement. The technician refused to turn the unit back on and instead presented us with an estimate for $12,500.00 to replace the unit so that we would have heat. We called another professional company for a second opinion. A few hours later they disputed Brother's claim that the unit was unsafe to operate, needed to be turned off, and replaced immediately. In addition, they and other contractors familiar with the matter have since confirmed that this is a business strategy used by certain companies such as Brother's. We talked with the Brother's Manager ****** twice during the incident and after the second opinion, and were yelled at and insulted rather than offered an apology and a solution.This technician **** was clearly trained and lilkely incentivised in this tactic of false information, intimation, turning the heating unit off under false pretense (and without telling us first), and refusing to turn it back on.This policy that **** was referring to requiring him to render the unit inoperable was clearly an internal Brother's policy, not a law.The cost we incurred for the second opinion, inspection of the unit, and subsequently turning it back on (as there was no damage that rendered the unit unsafe to operate was $149.00 We have since terminated all memberships with Brother's and request them to refund this cost we incurred as result of their fraudulent business practice

  

  Business response

  02/07/2023

  ****, HVAC Manager, called the client. From ****,

  She placed her partner on the call and pulled her car over to talk further. They listened and heard me out and I did likewise. Feel free to listen to the call. I offered to have Heat Exchange Experts out to look at the furnace at no charge. Explained to them who this company is and what they are about. They didn't want to take me up on the offer and will be using another company.  I explained the code and that talks about heat exchangers and the role of the code enforcement and the local utilities. I believe its important that they know the facts and to take the matter seriously. In the end they dont wish to use us and will be using another company.
  
  I called Heat Exchange Experts and asked some questions. What they do when they find hazards like cracked heat exchangers.They do what we do. Pictures, document where this use is, shut the system down without dismantle. If they believe the client will turn on the system again,they normally dont escalate unless, immediate danger is present. 

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My neighbor in the condo above me wanted an estimate to have the plumbing in her unit re-piped. Since the condos are attached, I allowed her contractor, Brother's Plumbing, to look at my piping if needed. The Brother's ACCOUNTING **** sent me an email Cover Letter for an INVOICE for service at my unit. With Payment due upon receipt. $10,844. The estimate was attached. I assumed this was an error in their Accounting ****? But it is still a Legal Demand for Payment with no service provided. I sent an immediate email asking for a Voided Invoice stating No payment is due. I did not receive an email response. An employee left a voice mail asking to discuss the estimate, he was unaware of my email. I called and spoke with a lady explaining the Cover Letter was a Legal Demand and it needed to be corrected. She read the attached estimate. I told her I was aware of the estimate. But ********************** are only concerned with the Invoice. The Vice President called and left a voice mail. He also failed to address the Invoice referring only to the estimate. I called to speak with him personally about the Invoice and ask questions about the work quoted. He was not available. I spoke with a nice man and again explained the Cover Letter Invoice needed to be canceled in writing. He was unable to answer my questions about the quoted work, but would have the ** call me. Rather than call, the ** sent an email again referring to the estimate with no reference to the Invoice/Legal Demand for Payment. He did not attempt to answer any of the questions I had asked about the quoted work. He ended his email with a less than professional comment. I have spent too much of my professional time attempting to resolve a simple mistake by Brother's Plumbing and had to deal with someone who has poor people skills. After reading other BBB complaints against Brother's Plumbing it appears I am not the only person having to deal with this person's questionable tone.

  

  Business response

  02/01/2023

  Our technician, Richard was out at a neighbor’s house to give an estimate for a whole house repipe. Mr. *** wanted an estimate also since we were at his neighbors.  Richard created an estimate and sent it to Mr. ***** along with the $0 invoice for the visit.  The Estimate states that payment is due when work is accepted and completed.  The work has not been accepted or completed there for we are not requesting any money to be paid.
  
  The estimate and the invoice were sent in the same email. The auto email that accompanies the documents (which I believe Mr. *** is referring to as a “cover letter”) references payment of the invoice.  It states
  Thank you for your business! Please find your invoice from Brothers Plumbing, Heating & Electric attached below for service at *** ********** ***** ***** ***, Longmont, CO 80503 USA.
  
  If you have any questions regarding this invoice please give our office a call at (303) 451-5057.
  
  Payment is due upon receipt. Thank you! For your convenience, you can now make a payment by clicking the link below!
  
  If you would like to book future services, please give our office a call at or visit our website at www.brothersplumbing.com
  
  
  Sincerely,
  Your Team at Brothers Plumbing, Heating & Electric
  
  Since the invoice is $0.00 there is no money due. However, because the estimate and the email were emailed at the same time we understand and apologize for the confusion as to the invoice v. estimate and the reference of payment in the email.  We will look at the wording and see what adjustments we can make.
  
  Justin, called Mr. *** on 01/20/2023 and left him a message and explained that we were not invoicing him for anything. He called back again and complained d that we are invoicing him. Justin sent him the estimate in a PDF format and circled the top of the estimate where it says estimate and told him again this was nothing more than an estimate and restated again that we were not invoicing him for any work.
  
  We are not making any demands for payment since there was not work completed.
  Tell us why here...

  Customer response

  02/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you to the person who apologized and offered to correct their internal billing procedures.  However, the final statements from Justin are incorrect.  I have been working with contractors for 35 years on my multiple properties.  I know what an estimate looks like and I explained several times the issue was about the Invoice not the estimate.  Justin's voice mail is still on my answering machine.  Justin does not address the Invoice in any way. In his email response he attached a copy of the estimate again.  The top right is not circled and the Heading on the top left says BILL TO:  with my name and address.  In the email he does not address the Invoice only the estimate.  Since someone else at the company was kind enough to apologize and state the invoice was Zero I will let this go.  Unfortunately this has been an obnoxious experience absorbing my professional time.  I am directing the HOA to have the 200 unit complex re-piped.  Since no one had the courtesy to respond to my questions about the work quoted in the estimate we will not be considering Brothers' Plumbing.
  
  Sincerely,
  
  ****** ***

  *****All attachments redacted by BBB*****
  

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had a technician come out for a cleaning of my furnace, tech was here five minutes maybe said it was broken and tried to sell me a new furnace. 100% believe he was preying on us since we moved in that day and told him. He started the conversation when heading to the furnace saying this doesn't look good before looking at it. His mind was set to try and take advantage of us before he even looked at it. I want a refund no service was provided besides a sales tactic. We ended up fixing the furnace on our own by buying a new thermostat which he did not even check.No cleaning or any service was done and we were charged the full $127.00 I do not want anyone from this company in my house again.Talked to a manager **** today who said he would refund us as well

  

  Business response

  09/19/2022

  The customer's request for a refund was granted on 09/14 and was processed on 09/15. A discussion will be had with the tech in regards to doing a thorough inspection before presenting findings.  

  Thank you.

   

*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. ↩