Complaints

This profile includes complaints for Brothers Services Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brothers Services Company

  111 Hanover Pike Hampstead, MD 21074-2019

  
• 

  Brothers Services Company

  9400 Snowden River Pkwy Columbia, MD 21045-5297

  
• 

  Brothers Services Company

  9608 Deereco Rd Timonium, MD 21093-2120

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/07/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issue: We contracted with Brothers Services to repair a leak that was evident during heavy rain storms which was causing water to come into our fireplace. They were unable to solve the issue despite charging us for the work. Background: There was confusion as to whether the aforementioned leak was a problem with the roof or the chimney so we contacted Brothers to determine which it was. Brothers came out and looked at the roof and examined where the water was coming into the fireplace and determined it was the roofing issue. We signed contract for $1614.00 in April 2024 and paid that amount in full, Over the following weeks, Brothers did work on the roof but when we experienced another rain storm, water continued to leak into the fireplace. They did additional work but it still didn’t resolve the issue. They finally admitted they were stumped and suggested we contact a chimney repair company which we did and the repairs the chimney company did were successful in stopping the leak. I contacted Brothers and requested a refund for half of the cost we incurred since they had misdiagnosed problem at the beginning and although they did do some work on the roof it did not resolve the problem. After a series of conversations and emails, Brothers only offered to refund $250.00 which we received on November 5, 2024. This refund is woefully inadequate. We incurred a cost of $1614 from Brothers and then had to incur additional costs with a chimney repair company to finally fix the problem. I feel Brothers should have refunded us $807.00 which is half the cost.

  Business Response

  Date: 11/12/2024

  On 1/11/2024, John ***** (“*****”) contacted Brothers Services Company (“Brothers”) for help with a leak issue at her home.  During the initial call, Mr. ***** indicated that he was concerned about a potential leak at the chimney cap.
  
  On 1/23/2024, a consultant from Brothers met with ***** to assess the issue. The roof was covered in snow during this visit and ***** informed our consultant that the roof was recently replaced. Our consultant told ***** he would return in a couple of days after the snow had melted as he wasn’t able to get on the roof.
  
  On 1/25/2024, Brothers consultant returned to the residence and was able to get on the roof.  ***** informed our consultant that the company who replaced the roof had been back to look at their roof and said it was the chimney pipe leaking, and not the roof. Our consultant didn’t notice anything glaring with roof that could be wrong.  Photos of the chimney pipe were sent by our consultant to ***** and referred ***** back to the company who replaced the roof to speak with them about the pipe and flashing. Brothers does not replace the piping for this type of chimney / vent.  It is also worth noting that previous attempts had been made by others to “seal” the chimney pipe.
  
  On 3/25/2024, ***** reached out to our consultant to let him know they “had no luck with the other company” and “still need the repair and replacement of the pipe flashing”.  That other company, and Brothers, both suggested that ***** reach out to a contractor that works with these types of chimneys for an assessment.  Not a roofing company, but a chimney contractor, to look at the chimney pipe assembly.  For our contracted repair, it was explained that Brothers would remove shingles around the chimney pipe to expose the flange, install ice and water guard, and inspect to see if anything was compromised on the flange, requiring replacement.
  
  On 4/5/2024, ***** and Brothers signed an agreement for the repair described above.
  
  On 4/25/2024, Brothers performed the repair at the ***** residence, as outlined in the signed agreement.  It was determined that the flange was not in need of replacement.
  
  Since the repair was completed, Brothers has returned to *****’s home three times (5/9, 6/19, and 6/27) times to address concerns.  Brothers determined that the repair originally performed was done in a workmanlike manner and again suggested they reach out to a chimney company to address potential leaks with the chimney pipe.
  
  On 7/25/2024, ***** entered into an agreement with a chimney contractor to replace the chimney pipe and cap.  Brothers was not asked to incur any of this cost prior to ***** signing that agreement.
  
  On 8/09/2024, ***** called Brothers asking for a partial refund to offset their cost of the chimney repair.  It was Ms. ***** that called and seemed to take over correspondence from this point.  An amount wasn’t determined, nor was an amount suggested by *****.  ***** was reminded of being asked to contact a chimney contractor before they did, and that they contracted with Brothers before taking that step.
  
  On 10/24/2024, against our better judgement, but in the interest of customer satisfaction, a $250 credit was processed for ***** to help offset the cost they incurred outside of the agreement with Brothers.
  
  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.”
  
  Mr. ***** specifically acknowledged that statement in the agreement.
  
  Image in part of attached PDF
  
  Given all the facts and circumstances, we respectfully ask that this complaint be closed.

  Customer Answer

  Date: 11/21/2024

  In Brothers’ response they indicated that they originally suggested we contact a chimney repair company. This is patently false.
  When we first contacted Brothers  we explained that we had gone back to ***** *******, the company that replaced our roof several months previously, about the leak that occurred in the fireplace as a result of a heavy rain storm. ***** ******* said the leak was not a roofing issue but a chimney issue.
  We were skeptical of the response so we contacted Brothers roofers. Brothers DID NOT suggest that we contact a chimney company . Instead , after looking at the roof Vernon Velte sent an email dated 1/25/24 that indicated in order to fix the leak we would need “a new 12” super pro flashing storm collar “ and stated  that, “It is part of the roof”.
  We choose not to pursue the issue with ***** but , instead, contracted with Brothers to fix the problem. It was only after they  did the work and the leak remained that they said they were  stumped and suggested we contact a chimney company.
  After we contracted with the  *** **** , the chimney company , which did fix the leak, I went back to Brothers to request a partial refund. After leaving several voice mails messages  for Jon R******, the person I was told to contact , I asked for his email. I sent a long email, explaining the situation and requested a refund of half the contracted amount since Brothers had misdiagnosed the problem ( it wasn’t a roofing issue but a chimney issue).I was given an incorrect email address and when I finally had the opportunity to talk to him directly I sent a copy of my original email to him  which specifically mentioned a requested refund for half the contracted amount.

  Brothers had been disingenuous with the BBB in its explanation of the issue.

  Customer Answer

  Date: 11/24/2024

  In an attempt to resolve this complaint and avoid the cost as well as the time associated with arbitration I would ask that Brothers Services consider the following.

  We had requested that Brothers Services refund us half the cost of the contract   (1/2 of $1614 or $807)  since they were unable to fix the leak and we had to incur additional  expense to hire a chimney company to stop the leak.
  Brothers only offered $250, not the $807. The difference between what we had requested and what Brothers paid is $557.
  As a possible compromise, I would ask that we split the difference. If Brothers is willing to pay us another $278.50 we could avoid arbitration and close the complaint. This compromise seems more than reasonable. Under this arrangement  Brothers will have received $1085.50 from us for the work they despite that fact that it did not fix the problem.

  Business Response

  Date: 11/27/2024

  While we wholeheartedly disagree with Ms. *****'s demands and we are confident that we had very direct conversations with Mr. *****, we will nevertheless acquiesce to Ms. *****'s unfair request.  An additional refund check will be processed the put in the mail in the coming days.

• Initial Complaint

  Date:03/25/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date: 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

  Date:08/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.