ComplaintsforBrothers Services Company

• Initial Complaint

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In 2019, I signed a contract with Brothers company for a kitchen remodeling job. The first start date, I was told by the contractor that I had to have hard wire smoke detectors installed in every room of my home in order for my home to be in compliance with county code regardless of me having *** security & smoke detector. On 2-12-2024, the hard wire smoke detectors went off profusely saying, "low battery." Contacted the Fire Department to report to change battery. On 2-13-2024 @ 5:00 p.m., hard wire smoke detectors was going off again, "low battery." Contacted Fire Department to replace battery (different brand name) to swap out. Hard wire smoke detectors continued to sound off, "low battery." Contacted ***. *** assured me that their equipment that I have had for over 24 years is not the issue. Contacted Rob L****** 443 - ******** (cell) Supervisor at Brothers requesting to remove each hard wire smoke detectors none of which has an expiration date on each, and fill hole with sheetrock/drywall to make area look original. L****** refused. He stated, "that a hard wire smoke detector is mandatory." Specialist ***** with the Fire Department assured me that as long as I have a working smoke detectors in every room of my home that I own, is acceptable. In addition to, a, "a hard wire smoke detector can be removed." Specialist ***** gave me the telephone number to County Government in Towson - *** **** ********** ******* Room ***, Towson, Md 21204 (410*********). On March 11, 2024, met with Chief Electrical Inspector Mr. ** ****** who is familiar with the install date of the kitchen remodeling & hard wire smoke detector(s) inside of my home that was installed by Brothers. However, inspector ***** was unable to provide me with a copy of the policy that reads, "a hard wire smoke detector is mandatory." ***** verbally stated, "at that time doing my 2019 kitchen remodeling job, a hard wire smoke detector was mandatory. " Not True

  Business response

  04/01/2024

  In 2019, Brothers Servicds COmpany ("Brothers") completed a kitchen remodeling project for ****** *****. As part of our agreement with Ms. *****. the agreement noted that if smoke detectors were required to be installed, there would be an additional charge of $2000. Not only did the contract notify Ms. **** of this, but she acknowledged it specifically. See the clip from our contract below.

  ***BBB removed image***

  It did come to bear that smoke detectors were required to be installed, and Brothers did install them, in fact they were installed free of charge.

  Now, fast forward to 2024, and Ms. ***** has demanded that Brothers remove all of the smoke detectors, remove all wiring for the smoke detectors, and patch and paint all the impacted drywall.

  We have attempted to understand Ms. *****'s request, and the best we understand is that she doesn't want to replace the batteries when they need to be replaced.

  Regardless, both Ms. ***** and Brothers have spoken with the Baltimore County Electrical Permit Office officials.  They have advised that Brothers should refuse Ms. *****'s demand. The liability involved with leaving a homeowner without functioning smoke detectors is enumerable. They also noted that because we had the original work inspected by the County, if we then altered that work, it would put Brothers' electrical license in jeopardy.

  Simply put, Brothers is not interested in putting Ms. ***** in the dangerous position she is demanding to be put in. 

  Because we refused to put her in harm's way, she has indicated that she will be filing complaints with the Maryland Home Improvement Commission, the States Attorney General, and with the Better Business Bureau, all in an effort to coerce Brithers into doing the wrong thing.

  Customer response

  04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Unable to see response from Brothers. 

   As a friendly reminder, my Desired Settlement: is for Brothers to Remove hard wire smoke detectors from every room of my home that I own. Repair hole with sheetrock / dry wall to return area in ceiling to its original state.

  Respectfully,
  
  ****** *****

  Customer response

  04/02/2024

  I REJECT.  I AM A HOME OWNER AND HAVE THE RIGHT TO PICK A SMOKE DETECTOR OF MY CHOICE PER THE FIRE DEPARTMENT.  

  MR. L******* AND HIS STAFF LIED STATING, "WE DID NOT INSTALL THOSE HARD WIRE SMOKE DETECTORS.  

  REMOVE THE REMOVABLE HARD WIRE SMOKE DETECTORS THAT HAS NO EXPIRATION DATE, SEAL HOLE WITH DRY WALL / SHEETROCK AND PAINT TO MAKE CEILING LOOK

  ORIGINAL.  I AM PREPARED TO GO TO THE NEXT STEP AFTER BBB.

  Business response

  04/04/2024

  The risks and liabilities associated with removing life saving devices from a customer's home far outweighs the inconvenience of changing batteries.  Furthermore, to remove these devices would put Brothers' electrical license and home improvement licenses in jeopardy.  Maybe the most important thing is that removing these devices could put Ms. *****'s life in jeopardy.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had windows installed in April 13, 2023. On July 28, 2023 there was a bad storm and my windows were leaking. I called Brothers Services to come out and fix it. In October of 2023 they came out to fix the issue or so they said. Stating that the flacking was not installed, and that the windows needed to be caulked. The rep said he would be back in 2 weeks to finish the job. Never came back. On December 10, 2023, I noticed that my windows were still leaking. On December 11, 2023 l called Brothers Services to complain that my windows were still leaking. Per the rep according to their notes the job was not complete because they were waiting for the next rain storm to see if the windows were still leaking. The rep stated that she will forward my information and that someone will get back to me by close of business today. I advised her that this should've been taken care of back in October. My concern is mold and the wood dry rotting from rain.

  Business response

  12/18/2023

  This complaint was filed minutes after Ms. ****** called into our office to voice her concerns, despite her message requesting a call by noon or she'd file a complaint with the BBB.

  Since this complaint was filed, we have again met with ******.  We discovered that the current issue Ms. ****** is experiencing is not related the work performed by Brothers.

  Despite that, we have agreed to attempt to solve the problem for her.  Here is a copy of the communication with her (I was only able to attach 5 of the photos to this response):

  Good Afternoon Ms. ******-
  
  I have attached a number of photos to this message that I will reference throughout.  We were able to spend a few hours on the exterior of your home yesterday afternoon and determine the water is getting into the wall above the lower windows on the front of the home, which makes sense since we were noticing the water at the very top of the window / base of the top window trim on the interior.
  
  We removed the vinyl siding above the lower windows on the front of the home (before photos 1, 2, 3, & 4).  Once removed, we found an older fiberboard / foam wall sheathing product with a mostly disintegrated paper on top.  These products were installed over wood furring strips and asbestos siding.  All of this is visible in photo New drip cap 2.  Small pieces of the outer paper remained with most of the wall still covered in fiberboard. In that photo, you’ll notice a hole in the upper left of the fiberboard that is exposing the asbestos sheet good behind it, it’s a yellowish color.  It is not uncommon to have vinyl siding installed over asbestos (it can only be removed by those certified to do so), but a few conditions must be true for it to be effective.  The surface must be flat, in good condition, and wrapped with an effective and weather tight product.  Most of those conditions were likely true when installed, but not what we noticed yesterday when we opened it up.  Much of the paper was gone, the fiberboard has holes, and some of the asbestos siding behind that has noticeable gaps.  Most of this can be expected since all products that were installed were nailed over what was previously there.  You’ll notice some water staining on the paper in Before photo 5.  Most of this paper had been getting wet, it was very crisp once it was exposed and was no longer attached to the fiberboard behind it.  In that same photo, before 5, there is a seam in the middle of the fiberboard that was channeling water into the top of the window area.  Most, if not all of the water you noticed getting into the home was coming from this location.
  
  Contrary to popular belief, vinyl siding is not a weatherproof membrane.  It is produced with the idea that water will get behind it, so it is manufactured with weep holes in the bottoms of the panels to allow that water to escape.  In addition, we always install house wrap prior to the vinyl siding to protect the walls, and in this case the windows/interior from water damage.  The various products installed on your wall did provide protection for quite some time, but unfortunately, these weren’t forever products.  Before photo 4 shows gapping in the corner, which is consistent on the other side of the wall as well, along with gapping in the asbestos and fiberboard.  With so many layers on the wall, you were likely noticing the water in driving storms and not during slow rains.  The good news is, the water was exiting just a few inches from where it was coming in.
  
  So, what did we do?
  
  To protect the interior from water at this location, it’s important to build layers and flash the area properly so that any water that may get behind the siding will run off toward the exterior of the home rather than toward the interior.  Photos new drip cap and new drip cap 2 show the metal installed over the window and door, folded up the wall.  Photos wrap 1 and wrap 2 show newly installed house wrap to protect this entire area.  The house wrap was installed under the top piece of j-channel for the siding, into the side channels, and over the new drip cap.  The house wrap is sealed with tape on all four sides.  Any water that may make its way behind the siding will now run down the house wrap, over the drip cap, and exit on the exterior side of the home.  Finally, we rehung the same vinyl siding that was there previously, with weep holes in the bottom j-channel, to also let out any water that it may be holding.  Additionally, we unclogged the front gutter and downspout, which was allowing the gutter to fill and overflow over the front window.
  
  Normally, this would be a billable repair as it is unrelated to the windows we installed.  One that we see and perform frequently.  We took care of it yesterday as a courtesy while we had it open. 
  
  I sincerely wish this would have been discovered previously as it would have saved you some frustration, but I’m confident we’ve taken care of the source at this point, and you shouldn’t have to worry moving forward.  I will ask, though, should you have any questions about the windows, the house wrap, or the exterior of your home as it relates to either – that you contact me directly.  I assure you that I can answer your questions and get you pointed in the right direction.  I hope your interaction with me reflects your initial expectation of Brothers Services Company and we are thrilled that you are part of the Brothers family. 
  
  Have a great holiday season, and please don’t hesitate to reach out.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Work was scheduled to be on my roof on my house in the address of **** ***** ******. They guarenteed that my roof would be patched & it would not leak. After work was completed it still was leaking. I notified them & they came out & tried to take care of it again. It still continued to leak, this time it leaked less but still leaked. I expressed my concern & they told me they would fix it because it is under the warranty they gave me. They tried again & it still slowly leaks when it rains. I complained again & have yet to receive a response with a plan of action to rectify said issue. I spent 3500$ on the roof with them & still have not got the issue fixed. We met back in January, they did their research & work was started in March of 2023. I have not received a refund nor a response to fix my issue.

  Customer response

  11/10/2023

  The never completely fixed the leak, it still leaks when it rains & haven’t responded with a plan of action. The warranty is due to expire & they haven’t fixed the issue.

  Business response

  11/16/2023

  On 1/18/2023, Betty ****** **** (“****”) contacted Brothers Services Company (“Brothers”) for help with a leak issue at her home.  During the initial call, **** indicated that she was concerned about an area of her roof that appeared to be lifting.
  
  On 1/19/2023, a consultant from Brothers met with **** to assess the issue. The consultant observed multiple deficiencies in the roof, specifically a front eave area where an inappropriate roofing material was installed on a low slope area of the roof.  It is also worth noting that multiple previous attempts had been made to “patch” the area.
  
  On 1/21/2023, **** and Brothers signed an agreement to attempt to repair the roof at the flat eave area (attached). The project was completed on 3/6/62023. 
  
  Since the repair was completed, Brothers has returned to ****’s home seven times (3/7, 5/3, 5/5, 6/29, 6/30, 7/6, and 10/18) times to address various concerns.  On one of these return trips, Brothers conducted a water test, where the roof was soaked with water, in an effort to replicate the issue, but Brothers was unable to reproduce the alleged leak issue. 
  
  **** is correct, that an employee did not place a phone call to her when it was indicated that would happen.  For this miscommunication, Brothers apologizes and asks for some grace, given the multiple return trips to her home.
  
  At this point, Brothers feels it has exercised all due care well beyond the scope of work or workmanship warranty that was issued with the repair agreement.  Also called out in the contract for repair is this important statement: “While we make our best effort to diagnose every possible source of a leak or problem, it is not an exact science and we are making an educated (not absolute) assessment of what the problem is.  Our workmanship is warranted to be performed in a workmanlike manner, consistent with industry standards, practices, and according to the aforementioned description of work.  This warranty does NOT guarantee that this work will fix the original problem.  There may be other contributing problems that we did not discover, or flaws that we did not believe were the most likely source of the problem.  We assume no responsibility for those flaws or issues that we did not cause, or did not discover previously.”
  
  **** specifically acknowledged that statement in the agreement.
  
  All that said, Brothers is still very willing to continue to help **** winnow down the multiple issues at her home, but not free of charge or as warranty work against the work Brothers previously completed, as that work was completed in a workmanlike manner.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am handicapped. Prather‘s services started remodeling my bathroom 6/11 and add of today, they are still not done. They were misleading about getting my vanity. They install a shower bench that I can’t use. They improperly installed my sink. No they want me to pay $3500 to fix their mistakes. This is an extreme problem for me. I haven’t had a working bathroom for two months. Can you help me with this?

  Business response

  08/22/2023

  I apologize for the delay in response to this complaint.

  We have been in constant contact with Mr. ****** regarding his project.

  Our Field Quality Manager had three appointments with Mr. ****** BEFORE the project started in order to help Mr. ****** with the details of his project.

  Mr. ****** confirmed, on multiple occasions, that he was ready to proceed with the project and was in agreement with the placement of the bench seat.

  Once the project was complete, Mr. ****** changed his mind and decided that he would like a deeper and wider bench than what was previously agreed to and installed.

  Brothers presented Mr. ****** with a change order, in order to redo the work with the new bench that Mr. ****** desired. 

  Mr. ****** expressed concern over the cost of the change order and felt that Brothers should do the work for free.

  After a few conversations, where Mr. ****** conceded that the changes he desired were in fact additional work, we reached an agreement on the cost for the additional work.

  Mr. ****** has signed the change order and new materials are on order.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12/22 I contracted to have a bathroom refresh done for 21,000.00 . by Brothers Services. I paid 8,000.00 deposit by credit card. I was told there was a wait do to product ordering to make sure all items were rec'd to install without delay on Feburary 27 job was started. Contract was 8-10 days to complete . Day 1 & 2 was demo. Day 3 tub damages. DELAY to wait for tub, Day 4 another tub damaged. Still day 4 3rd tub damage. Day 5 tub delivered I REFUSED to have the same tub. i wanted a different style smaller size. Also my trust with this company was running out. I was told it wasn't there fault that the distrubitor had damaged supplies. This is not my problem.. Day 6 no show with employees .I was told they would try to get someone there that day. I waited all day no show, I had limited access to my home it was all torn up. Day 7 tub delivered no employees at my home to rec'd delivery. In the middle of winter as delivery driver puts tub on my front lawn. Which I was not informed was coming to my house, I said to driver shouldn't we check to make sure its not damaged. So I'm in my robe opening the box with the delivery man checking for damages. Day 8 Plumber show up different plumber . All the plumbing had to be resized due to smaller tub. TILE floor was installed and never dried workers walking all over it rushing due to job being behind. Vanity was supposed to have 2 doors only had one I told them, but it was dismissed again. Day 9 I was in my closet putting my shoes away , my closet is where the plumbing wall is. I NOTICED a hack job with wood shims and plumbing pipe leaking . I showed them and was told that they had to report to management., Day 10 head plumber called me and told me that the pipe was leaking in the start. Which was a lie. I told head plumber how can you say that there is no evidence.of that. He responded with I will have to take this to management and get back to you on 3/13. I stepped out that day to run errands and when I got home was informed that the job had to be finished that day.

  Business response

  06/14/2023

  We are in receipt of the complaint dated May 31, 2023, filed by ******* ******** (“********”) and find it somewhat perplexing. Please be advised that we disagree with ********’s complaint.
  
  Before we answer the complaints and allegations, it is essential to note that ******** has not paid one dollar for this project.  Not a deposit or a progress payment of any amount.  She had initially paid a deposit with a credit card, which she later disputed.  She had also planned on financing the rest of the project via ******** ***.  When we requested funding from ********, ******** also disputed that.  Please see the attached copy of ********’s account statement.
  
  It is also important to note that ******** had a “change of heart” a few weeks after she signed her contract.  The original contract included a fiberglass tub and tile walls.  ******** asked to delete the tile walls and substitute a fiberglass surround to save some money.  The change order is attached.
  
  The following are Brothers Services Company’s (“Brothers”) answers to each of ********’s allegations:
  
  ******** states that she received a call four days before the project started to inform her that the sink was unavailable.  While that is somewhat accurate, it is equally inaccurate.  As described to ******** during her consultations and during the pre-construction meeting, the countertop is templated and fabricated one week before the start of work.  Brothers called ******** to inform her that the sink intended to be used with the vanity countertop would not work within the fixtures selected and allow room for everything.  Another sink was chosen at that time.
  Unfortunately, the selected and delivered bathtub was broken twice.  Brothers does not manufacture bathtubs or any other product, as the commission knows.  While, unfortunately, the bathtub arrived with defects on two different occasions, Brothers ensured expedited delivery of a new tub.
  When a defective bathtub was delivered, ******** called Brothers, complaining that she did not like the armrest in the bathtub she selected.  Brothers agreed to provide a different, upgraded bathtub at no cost to ******** to keep ******** satisfied and her project on track.
  
  As mentioned above, ******** sought to change her original selection of tiled walls to a fiberglass surround.  At the same time, ******** asked for a larger vanity to be installed.  The initial contract called for an 18” vanity.  The new vanity that ******** selected was a 21” vanity.  As that is an odd size, the manufacturer only offers that odd size with a single door.  When the vanity arrived onsite, ******** asked if there were other options, even sending links to **** ***** products to the Field Manager assigned to her project.  The manager went to **** ***** and bought the vanity ******** sent, but when it was delivered to her home, she did not like the color (even though it was the exact model she sent). 
  
  ******** mentions in the complaint that she emailed her concerns and chain of events but was dismissed.  That is flat-out untrue.  First, ******** emailed her concerns and chain of events to ******** ***, not anyone at Brothers.  Fortunately, ******** *** forwarded the email to Brothers.  Once received, Brothers’ Production Management called ******** to discuss her concerns and offered to meet her at her home the following day, 3/9/2023.  ******** later texted that she was not available to meet.  Brothers asked ******** to let us know a day and time that would work for her to meet at her home to review her concerns.  ******** never responded to that request.
  
  Regarding the rest of the complaint, the wood placed behind the pipe, the seeping pipe (where the original galvanized plumbing ties into the new diverter), the outside corner of the wall being out of plumb, the doors, and the marble threshold, these are all items that Brothers in anxious to correct and is part of the punch list.  The challenge is that ******** will not return our calls, emails, or texts.  As far as the window ledge being “old wood,” replacing the window stool was not a part of the bathroom remodel.
  
  ******** leaves out of the complaint that on 4/25/2023, the Production Manager from Brothers met with ******** at her home to review the work performed.  Brothers agreed to the punch items (listed below) during that meeting, and ******** was asked to satisfy the contract’s payment terms.  ******** later refused that agreement.
  
  Brothers sincerely desires to complete this project and leave Ms. ******** as a satisfied customer.  But Brothers is unwilling to proceed without the contract’s payment terms being honored.  If those terms are not observed, Brothers will seek relief as defined in the Terms and Conditions of the agreement.
  
  We sincerely hope that the complaint is dismissed because ********’s criticism is unfounded, and no payments have been received for any completed work and that formal mediation is not required, but if that is not achievable, Brothers will participate in formal mediation.
  
  If I can be of any further assistance or answer any other questions, I can be reached by phone in my office at ************, on my cell phone at ************, or by email at ********@brothersservices.com

  Customer response

  06/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Maryland Home Improvement Commision has been working with me to come to a settlement agreement. I offered Brothers Services a15,000.00 to agree to a ( as is ) settlement. They countered with 18,000.00 . I countered to meet me half way at 16,500.00. Still waiting on response.

  
  Sincerely,
  
  ******* ********

  Business response

  06/29/2023

  The MD Home Improvement Commission has interceded and is coordinating a mutual release and settlement in an effort to help us settle this dispute.

  Assuming that Ms. ******** honors her commitment to the MHIC, this matter should be closed.

  Thank you BBB for your help in getting this matter resolved.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been very patient with this from the beginning and starting to regret going with Brothers Services. The first person who came out to give me an estimate said he did not see anything wrong aside from a couple nail pops. He recommended a roofing tune-up which was only a couple hundred dollars. Another person from Brothers contacted me and said they would like to take another look. An employee recommended a repair to eliminate the leak. I paid the deposit and the work was done. The next time it rained, I noticed I still have the same issue with water leaking in the same place in the basement. I contacted Brothers and was told someone would come out to look at it. A man came out from Brothers and spoke with my wife. That person took a lot of pictures and said that was absolutely something Brothers should fix. He told my wife not to pay and that someone would be calling me to schedule and explain what he saw. I never received that call. Now on a few occasions, Kevin McMonigle has called for payment and I explained to him the situation. Kevin was very nice and said he would let the appropriate people know. Another person called 3 weeks ago and we went over the same thing. He promised me that someone would call me the following Monday and schedule a time that week to come out and look at it. So the way I view it, is Brothers misdiagnosed the problem or was negligent in their diagnoses causing them to recommend the wrong course of action. I've been waiting months now for this to be repaired properly, hoping that it isn't causing additional damage. I sent them a video showing wetness above the basement walls and you can hear dripping from above. Hard to believe with those symptoms that it is the foundation which is why your representatives didn't look there for the cause. No one ever even pulled back the insulation to look at the foundation walls.

  Business response

  01/03/2023

  Business Response /* (1000, 7, 2022/12/19) */ On 5/10/2022 ************** ("*******") contacted Brothers Services Company ("Brothers") for help with a leak issue at his home. During the initial call ******* indicated that he was experiencing a leak in his basement and believed it was coming from his sunroom roof. On 5/13/2022 a consultant from Brothers met with ******* to assess the issue. ******* informed the consultant that he had just bought the home the year prior and that during the home inspection the home inspector told him that the roof above the sunroom may be leaking. ******* also mentioned that he had recently noticed water stains on the ceiling just below the sunroom roof. The consultant noticed that there were some damaged shingles, popped nails, and that the gutter was clogged (pictures attached). The consultant suggested a small repair, known as a roof tune-up and ******* agreed. The original consultant was filling in for a sick colleague and handed the information over for completion and reevaluation. When the new consultant met with ******* it was his opinion that there was more going on than previously observed. The new consultant and ******* agreed that replacing the shingles on the entire roof facet, along with all associated flashings was the right place to start. An agreement was drawn up and signed between ******* and Brothers to replace the shingles on one side of the sunroom roof (agreement attached). The project was completed on 6/14/2022. It is important to note that the balance for the project was due upon completion of the project. ******* contacted Brothers on 7/13/2022 stating he was still experiencing a leak. A Filed Quality Manager ("FQM") was dispatched on 7/14/2022 to make an assessment. During that inspection it was determined the work was completed in a workmanlike manner, consistent with the agreement. The remaining issue that ******* is experiencing is not related to the work performed. *******'s assertion that the FQM told him not to pay his balance is simply untrue. The assertion that the leak was misdiagnosed is not that cut and dry. As the agreement states, "While we make our best effort to diagnose every possible source of a leak or problem, it is not an exact science, and we are making an education (not exact) assessment of what the problem is. Our workmanship is warranted to be performed in a workmanlike manner, consistent with industry standards, practices, and according to the aforementioned scope of work. This warranty does NOT guarantee that this work will fix the original problem. There may be other contributing problems that we did not discover or flaws we did not believe were the most likely source of the problem. We assume no responsibility for the hose flaws or issues that we did not cause or did not discover previously." This statement is not fine print in the agreement, it is large and upfront and was acknowledged by *******. The further assertion by ******* that "I still have a leak and an unmatched roof" is simply not accurate. The entire roof facet was replaced and the entire roof facet matches. The simple fact is that the leak ******* was experiencing in his sunroom, that was showing on the ceiling, no longer exists. He is still experiencing an issue with his foundation. Brothers is not and has never pretended to be a basement waterproofing company. While Brothers is confident that they have acted transparently and honorably are due the complete balance of $2,200, they are willing to accept $1,750 to satisfy the balance. If ******* is amenable, Brothers will draw up a settle agreement to memorialize the agreement.

• Initial Complaint

  04/23/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On March 29, 2022 Brothers Service Company failed to complete the installation of my entry door.

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/04/28) */ We are happy to report that this project is 100% complete and Ms. ******* has indicated that she is satisfied and happy. There was an internal and external communication issue around the hardware to be used on the door install that was resolved. Consumer Response /* (2000, 7, 2022/04/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) finished door installation

• Initial Complaint

  02/15/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  8/26/2021 I met with M. M******* at Brothers Services Company - 9608 Deereco Rd. Timonium Md to obtain information on remodeling bathroom. I made choices r/t vanity, countertop, faucets for sink, shower, floor tile, wainscoting, toilet, paint color, lighting. The work began on 12/27/2021. The tile, sink, shower had already been removed in 2018. During the 2nd week the employee Don - who was there every day showed me where a baseboard heater could be installed. It has been a bitter cold January, February. Prior to sheetrock being placed I noted new insulation placed in ceiling. Old ( 40+ yr.) insulation remained in the walls. When I questioned this I was told it had been inspected and as long as there was no mold/mildew they could proceed. I objected and worker said he had to contact his supervisor. In my contract it states " Install new insulation to code on walls ( where possible) and ceiling." The worker obtained new insulation > R19. What was removed was R11. If I hadn't questioned the old insulation they would have proceeded to cover it with drywall. Around week 3 the job supervisor - Rob M***** - advised me IF I wanted baseboard heater installed it would be $1,142 extra!! In my contract under HVAC it states " Furnish and install standard painted metal HVAC wall OR floor OR toe kick registers." When this was discussed by upper management > Rob L****** and partners I was told this line meant "The line you are mentioning on page 5 that refers to installing a toe kick register means that we are to supply and install a toe kick register vent cover, not a toe kick heater. " When I met at their showroom I expected to have plumbing/water, lighting/electric, heat as the basics of this remodeling. While I was selecting the design elements NO ONE asked if I wanted heat! This room is a northwest room. I have spent January, February flushing the toilet, running faucet, space heater to prevent frozen pipes. Contract $55,814 should include heat.

  Business response

  02/24/2022

  Business Response /* (1000, 8, 2022/02/23) */ ***Document Attached*** The customer dispute revolves around a baseboard heater in the bathroom. Here is a brief overview of facts and circumstances. Ms. **** contacted Brothers in July 2021 to help her complete a bathroom remodel that another contractor had abandoned. In August of 2021 Ms. **** signed a contract with Brothers to complete the bathroom remodel, see attached. It is important to note that no heat existed the bath space prior to Brothers engagement with Ms. ****. Right or wrong, there was no heat included in the contract. In October, during a preconstruction meeting, the Project Manager noted that there was no heat in the space and none included in the contract. While discussing this, Ms. **** indicated that the bathroom has never had heat, so she didn't see a need for it now. Later on in the project, Ms. **** expressed consternation that there was no heat in the room. Brothers presented a change order to install electric baseboard heat in the space and Ms. **** declined this option. Sometime later, Ms. **** indicated that a company like Brothers should know better than to remodel a bathroom without including heat in it. We tried to help her understand that had heat been included in the contract from the beginning, there would have been a cost associated with that and that cost doesn't go away just because it wasn't included. Our Production Manager met with Ms. **** and further tried to resolve this matter and even went so far as to offer a $150 discount on the change order. Ms. **** refused this offer. On 2/22/2022, Ms. **** disputed the funding for her bath project, having the previously approved payments made on her behalf withdrawn. Regardless of how clear it is that Brothers has completely and fully executed the contract and all approved change orders, Brothers is will submit to the following: Brothers will install the requested electric baseboard heat, at no cost to the owner. In order for this concession to to be made, Brothers will provide a settlement and release to be executed by the customer and the funding will need to be cleared up before the work will be completed. If this is amenable to Ms. ****, please advise us of that and a settlement agreement will be prepared and forwarded to the customer for review and signature. Consumer Response /* (2000, 10, 2022/02/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Another company did not abandon this remodel. I had visited Brothers in 2018. I had to cancel Brothers remodel because I had severe postop complications from surgery. I went back to them 8/2021 to arrange for the remodeling. At NO time did I ever say I didn't need heat. A radiator heater had been on west wall, was removed along with the tile. The thermostat remained above on west wall along with 2 heat lamp bulbs in ceiling outside of shower space. Brothers Rob Morris noted that and mentioned there was heat inside the ceiling also. They removed the heat lamps when sheet rocking ceiling. I want heater installed appropriate for the dimension of the room ( 4') on west wall with thermostat on east wall. After this is completed I will agree to a final walk through and final payment will be released to Brothers. "Right or wrong" this company as professionals should have corrected this error.

• Initial Complaint

  10/24/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We paid for a kitchen remodeling project with a down payment of $23750 for a $79k total price. The contract was done back in Oct 2019. Before the remodeler could start the project, the pandemic hit and we paused the project for six months. The company has since become very unresponsive and aggressive when they responded. They asked us to pay $99k for the same project citing increased material cost. We asked them to reduce the scope and complete just minimum work that could be done under $23,750. They refused and threatened to cancel the contract and not refund the full deposit.

  Business response

  10/28/2021

  Business Response /* (1000, 5, 2021/10/27) */ Mr. and Mrs. ***** are right to be frustrated and we are truly sorry if we have added to that frustration in any way. This is a very frustrating time, with endless price increases, shipping and material delays and a pandemic spurring it all on. With all of that in mind, we are prepared to offer a full refund to Mr. and Mrs. *****. Our only requirement is that both parties (The *****s and Brothers) execute a mutual release of liability. If this is acceptable to the *****s we will prepare and forward the release for signature to be followed by a refund. Consumer Response /* (2000, 7, 2021/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Mutual release of liability from both parties (Brothers and ******) is acceptable provided a full refund is issued for our deposit by 11/5/21. Thanks.

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