Brothers Air, Heat & Plumbing

Johanna H.

Woke up to no heat so having used Brothers in the past called them to come out and see if they could fix the problem. The Service tech told me the electric Inducer Motor was frozen up and needed replacing. Estimate was $850.00 to fix, also wanted to replace the blower motor for another $745.00. So my unit is 20 years old and I'm sure not going to last a lot longer so said I should probably replace the whole unit. Probably in the 6 to $7,000 range to put in a new one. So knowing a thing or two about rebuilding electric motors I went out to look at it and found the motor was not frozen, just a loose electrical connection. Heater fixed, cost $0. Do not try this yourself but clearly just because you have an older unit doesn't mean it needs replacement. DO NOT RECOMMEND EVER.

Susan F.

You may need to reconsider their """"Premier Member"""" plan. My AC goes out no big deal. I'm a member... yeah right. The promise of 24/365 service is a farce. I called at 700p, prior to them closing at 8p. I'm told I'd have to wait till the next day in the afternoon. But wait?!? I'm supposed to go to the front of the line right? Nope. So the kids went to the grandparents and the wife, I, and the dog had a most luxurious evening at our makeshift Turkish spa! Where are my towels? Lol ***sidenote*** their pricing is quite outrageous also. How can they justify $110 charge for a $2 light switch.

Doug V.

Our water started releasing water through the discharge valve and on 6/1/21 it was spewing out about a gallon per hour. Fortunately, it was in my garage, easily accessible and setting on concrete. I decided to replace it so I went to Home Depot and purchased a new unit at 9:45AM. The sales representative indicated that he could arrange for same day installation and would have a Brothers' representative call me. Later, I received a call from Brothers indicating that a service person would be out on the last call of the day for a consult. I replied that I had the new water setting heater in my garage, and just wanted it installed and no consult. I reluctantly agreed, but nobody from Brothers showed up that day. The next morning I called Brothers early and was told that a service representative would be there by 8:30AM. Around 9:30AM a service plumber arrived to give me an estimate. The estimate was higher than I expected, but by this time water was coming out of the unit much faster. So, after a thorough review of the estimate details, I agreed to have him go ahead with the install. Unfortunately, he indicated he was just there for the estimate and would schedule an installation the next day at 8:30 AM. Once again, I consented since I did not want to go through this process again. The next day the Brothers plumber and arrived around 9:00AM followed by the electrician. They did a nice job on the installation, and while the plumber was finishing I checked the circuit box and found that my circuit breakers for the water heater had not been replaced as provided in the estimate. They are the original breakers, about 38 years old, and the service plumber who did the estimate assured me that they should be replaced to which I agreed. I had to leave for my Grandson's preschool graduation just as the electrician pulled away from my driveway. When I mentioned this shortcoming to the plumber, he said the electrician decided replacement was not necessary even though this was included in the estimate and having no idea as to their age. As I was leaving, the plumber said he would follow up with the electrician. I thanked and indicated that the installation otherwise looked great. The next morning, I called Brothers to give them the credit card information in payment for the installation and mentioned the failure to replace the breakers. I was told they would follow up and send someone out the finish the Job. Regrettably, I actually paid the full estimate assuming they would follow through. Today is 9/19/21, more than 3 months after the original installation and still no new breakers. During the past several weeks I have called Brothers at least 6 times reminding them, the job was not complete. Each time I was told they would have someone call me to schedule the breaker installation. No has called, and on one of my calls they actually suggested that they give me a refund of of $15 per breaker and I could go purchase and install them -convenient for Brothers, probably saving them at least $300, but not for me. On my last call with them, I was told that someone was going to call me and schedule the breaker installation the next day. This did not work for me so I suggested they call and schedule an alternative time. Once again nobody has called - obviously they got their payment in full so they just do not care. Extremely unprofessional and unacceptable. I plan to follow up with Home Depot Customer Service and the BBB regarding my experience.

Erika W.

My service request was to repair a leak in the main delivery line to my house in my crawl space. I had the water shut off and we had been making do without water for a couple of days. So my need was to get that leak fixed. So what did I get. A service man who basically said : """"We won't repair your pipe, what you need is all NEW pipes in your home so you will never have a leak for another 50 years. That will be 20K and you also need a water heater (cuz it's old you know) and it will take 3 days to complete the job. and that will be another 3K and that's actually a 50% discount for the heater"""" Never got an answer as to why I couldn't get the pipe mended so I can have water, while I consider the offer of radical surgery. """"My company won't allow it cuz it can't be warrantied"""". """" Your copper pipes have reached their limit of usability"""" (WRONG). This was followed by how my floors were on the brink of great disaster. As he left, he prophesied that my floors were soon going to swell up due to the water collected underneath. Called one of those good old plumbers and he replaced the pipe the same day. I will crawl under and check out the water. My plumber reported there was nothing serious. Only a REPREHENSIBLE company would try to run a scam like this on an 80 (one month short) year old man, who by the way is in excellent shape for his age, mentally and physically. For all old-timers, ask yourself what you are trying to solve. I wanted to fix this leak not spend money that I don't have to be covered for 40 years which won't be their guarantee. Don't be swayed by courteous people who beguile you and then prey upon you by creating unfounded fears. Added Comment to reply from """"Management"""" : Note that this person has trotted out the same reply he gives everyone. """"Reach out to our quality assurance management"""". When you pay a service fee it is for someone to come out, diagnose the problem and give you an estimate for work to remedy the problem. Any recommendations for the long term are just that. To say that they won't fix the problem, we'll replace your pipes instead backed up by mythical lies about why that is needed is a feeble attempt at extortion. Won't work with me ARS!!!

Tony A.

Set appointment (3 properties) for spring service. Rep called last minute and cancelled. Poor customer service. Do not schedule service with this company!

Travis G.

I had a terrible experience with a furnace maintenance visit. There was a problem that the technician diagnosed and was supposed to fix my problem. This cost $500. An hour after the technician left, the problem persisted and they suggested another $700 repair. We looked into the cost of a new furnace, and Brothers kindly offered to deduct the $500 repair cost towards the cost of a new furnace. Unfortunately, after getting bids from other vendors in the area, their (even after the $500 discount) cost for a similar high-quality furnace was over $1000 more than another contractor. I would not recommend Brothers to anyone.

Robert R.

Over a year ago, I purchased an hvac check to make sure everything was in good working condition before the winter. I was not having any issues, but just thought it was time. The technician came out and went up into the attic for about 3 minutes and came back down and said he was going to check the unit outside. He came in about 5 minutes later and stated that our Compressor was only working at a fraction of capacity and that it was on it's last leg and ready to go out. He recommended we replace the whole unit. He called a sales guy out and we were quoted a price of around 14k. We had another company come out the next day for a second opinion since we were not seeing any issues. They checked everything out and said the unit was in perfect condition. Here we are about a year and a half later and we haven't had the first issue. The technician and the sales guy were obviously working on a sales commission and were completely dishonest. I would NEVER let Brothers back at my house for any reason. It makes me sick to think that they are scamming people like that.

Caleb W.

I recently called Brothers to replace my two furnaces and compressors (2.5 and 3.5 ton units), with one furnace requiring urgent replacement due to a recent issue. Of course, our furnace problem happened during Thanksgiving week, with my family scheduled to arrive the next day, including my 82-year old stepfather who suffers from extreme sensitivity to cold after undergoing chemo last year for stomach cancer. Brothers was able to schedule the consult within an hour of my call, and I was very pleased with their salesperson, Tom Russell. I had received a few bids from several other providers, as we had already planned to replace our units within the month. But we were experiencing supply and scheduling issues on the installation from the other providers. Tom negotiated a Rheem installation for a VERY reasonable price. I felt like he bent over backwards to work within our budget AND get the downstairs replacement scheduled within one day so my family's visit wouldn't be impacted. Their service crew, Josh and Dawson, were friendly and efficient at installing the units. Each unit took about six hours for a two-man crew to install (they also had an electrician for part of the installation). For the upstairs (inside) unit, they covered my hardwood and carpeted floors with protective paper, and swept up any remaining mess before they left. I was pleased that a supervisor even stopped by to check on the status of the installation. I felt better going with a larger company for the installation, even though I'd been using a smaller (one-man) company for maintenance on the existing units. Brothers pulls permits and obtains inspections on their jobs, and the inspection has been scheduled in a couple of weeks to verify the installation meets all county standards. The salesperson, Tom, even showed me the (limited) permit information for the other companies we were considering. Permits and inspections are important because independent inspectors will review the installation to make sure your system was installed correctly. It's astonishing that the companies I was considering said they pulled permits, but the data from Meck County showed otherwise. Our new Rheem units are very quiet and are heating our home perfectly. I'm extremely happy with our experience with Brothers, and will continue using them for ongoing maintenance on the units!

Jane C.

Pure garbage. New furnace and The new duct work that was installed was done very poorly. Since Sept 2018, they had to be called several times to remedy one situation or another. Poor air flow, barely any heat, unit kept tripping off because of the condenser unit, that was not replaced, was also not put in a secure place, off the constantly flooding crawl space ground. Repeatedly having to crawl under the house to cut the switch back on. Stayed cold most of the winter. Poor customer service. Called for a manager to come out and look at the unit and duct work. Told me it was regulation, but was willing to have service techs come out and tighten up the duct system. Should have been done right in the first place. Wanting to charge $3000 to fix the 5 year old ac unit, that was probably damaged because of the poor installation of the duct work. Asked for a full refund and remove what they did. The manager said """"he didn't handle that part, I would have to speak with a sales rep."""" Then said, """"you going to hire one man in truck to do the job then? Very unprofessional. Can not believe they are still in business with such poor quality of work.

Jane C.

Had to call for a third time to try and get someone to come fix my air conditioning. First tech came on Saturday and fully admitted the wiring that was done when they installed the new AC unit was """"shotty at best"""" and he refused to fix it. It was installed 3 years ago and it was a higher end Rheam AC unit. He told me what was wrong and after a while the cost, but refused to actually fix the problem. He first said to me he didn't have the part and then to my father that the wiring needed a """"professional"""". I had throat surgery the day before and was visibly in pain. However, he told me the problem was I did not inspect the system myself when it was installed 3 years ago. I mentioned how when our other until was installed last year (by a different company) someone came to inspect the wiring. He made a comment to the effect that it was not done with their system and again, it was my fault for not going in the attic and knowing electrical. He said someone would come on Monday to look at the system. He had to turn off breakers to my attic due to the """"fire hazard"""". He charged me $95 and said basically good luck. No one came on Monday I but received a Facebook message that a supervisor would call. I explained I had throat surgery and talking is painful/difficult. No one called. I called again today to be told someone would come out and try to fix it but I would most likely be charged again. I asked why when the first guy refused to fix it, dispatcher said it was up to the tech to charge me. Again, the problem they said was that their faulty wiring job caused the problem, but after a year they are off the hook for it. The fact their actions caused the machine parts to break is irrelevant. The fact that I now have a fire hazard in my attic is up to a supervisor to determine if they """"can work with me"""" to find a resolution. Have already filed claim with BBB because the first tech stated it was their wiring installation that caused this problem, refused to fix it or address the fire concern and left, still charging me for a service call. He also left a heavy ladder in the middle of my floor and pieces of Fiberglass all over my hallway where my toddlers could get to it. My recent surgery was an """"issue"""" for him because I had difficulty speaking. He said """"maybe when my husband got home, he could handle this properly."""" He also said I """"probably want a professional to look at the furnace"""" they installed as well. However, if chose to buy a cheaper thermostat than the $330 one he said I had to use, my parts warranty would be void. If I did call another company to inspect their work, the parts warranty would be void. I said I was told my warranty that I paid extra for covered everything and he said """"no, it usually never covers the labor more than a year"""". So they charged me additionally for the warranty that already came with the unit from the manufacturer. I cannot believe this how a company would treat a young family who clearly just needed their AC fixed. Will definitely continue to escalate this problem because I can't imagine I am the first person this is happening to.