Reviews (100)
No issues with the repairman. He was professional and competent. My AC stopped during a heat wave, so I assumed they were busy. I have been a good customer on their priority list over 10 years. I called on Friday morning and were told that afternoon. I stressed that there were only elderly in the house with the oldest being my 95 year old mother in law and the temperature in the house was 88. They did not come Friday, no call, I had to call only to be told it would be Saturday. I again stressed the ages of the people in the house and the health rise. About 5 PM the repairman came and needed a part. We are now waiting 2 more days for this in 90+ degree heat. Apparently being good customers (thousands of dollars in jobs the past 2 years) and a priority member means nothing.
Thank you Matthew for the service call. You were able to diagnose the problem and offer repair or replacement options. Not the news we had hoped to hear. Nevertheless, the unit has served us well for 15 years and only requiring semiannual maintenance care.
Had an appointment scheduled with a window from noon until 4:00. I called after 4:00 when no one has called or shown up yet. The lady on the phone tells me that they need to reschedule for tomorrow, noon to 8:00. An 8 hour window seems ridiculous, especially when they broke the appointment and did not notify me. I had to call them. The technicians are very friendly, and they do a good job. However, customer service and scheduling need some major improvements.
Was having some trouble with AC. It wasn’t cooling down to the temperature we had set on the Thermostat. Called brothers on Friday and was told they wouldn’t be able to come out until the following Monday. Once Monday rolls around we receive a call at 5:00pm saying that would not make it that day and rescheduled us to Wednesday. Then comes Wednesday and guess what! They couldn’t make it until the next day. They offered no compensation or even a sorry. So finally on Thursday we see someone. They told us we had a broken expansion valve. The part was covered under warranty but the labor to replace it would be a whopping $1800! We got a second opinion and we’re priced at $700 including the cost of the part.
Had an appointment for a plumber this morning between 8-12. No one ever called or showed up. Guess I should have read the reviews before booking with Brothers, seems this is a pretty common practice with them. Wasted an entire morning for nothing, not again.
Run away! The unit at my parents house is still under warranty. They tried to charge us $1800 to install a warrantied part. Called another company and was told less than $500 labor. Not only that but we called on a Saturday 7/1/23 and they had no availability. No problem, they said it would be Monday. They call Monday at 5pm and guess what they can't make it, it'll be Wednesday. Again we got a call late Wednesday that they couldn't come until Thursday (today). Call Hospitality. They provide a 10 year parts, labor, and service agreement with their new units.
During the service call, after the initial installation, Austin explained the operation of the system to me in a very simple way that was logical and easy to understand.
Under heat & air quality advisories, I'm still without ac. The part was expected last Thursday or Friday. I have to keep contacting them for updates. Latest news is maybe the end of this week for part to arrive (which is separate from installation)! Customer service is poor. Managing expectations is abysmal Professionalism / communication is poor. Price quoted is shocking compared to recent research. Poor quality overall because NOTHING has been acceptable to date.
Austin provided superb plumbing skills, care for our home, genuine kindness, thoughtfulness, and politeness — superb service all around! Many thanks to Austin and Brothers for all of your professional and kind help over the years.
I can’t understand the rating this company gets. Professional Con Artists. To summarise it, the serviceman misdiagnosed the problem, asked to replace condenser pump for $616, I replaced it for $95, it took me 5 minutes, and it was not the problem. Get a follow up, the second serviceman wanted $475 to find the electric shortages, of course I rejected it and got someone I know, he told me they tried to rip me off, he turns a switch in the unit and it worked. Did not charge me anything.
My technician Bethany was absolutely amazing. She was very through explained exactly what she was doing and very honest.
Bethany Wessell was sent to my home after a large woopsy on the scheduling side of things… and I am so glad things brought Bethany to my home. Not only is she professional, thorough, prideful of her workmanship but she is humble. As I watched Bethany work on routine maintenance of my unit I realized she was going above and beyond what all of the past service agents had done … My neighbors all noticed her work ethic and asked for her information… that’s how you network and grow an already strong company. I would like to reiterate the fact I was extremely aggravated until Bethany came and provided excellent service and honestly I will be requesting Bethany for all future appointments and I recommend that Bethany deserves a raise! She is a great representative for Brothers Air.
Austin and Justin were wonderful. They are very professional, courteous and kind. They explained everything in detail to me. They gave me options, once they found the problem. Thank you very much Austin and Justin !!!!!!
Great office and in person customer service. Brothers was most helpful in scheduling and with reminders, even calling to let us know our technician would arrive on time! Wow! Selvin showed up promptly and worked efficiently to service our tankless hot water heater. He was clear, honest, and explained his work thoroughly. Only when I asked, did he share the Brothers annual maintenance plan for all systems and because it could truly save us money. No pressure, just pure common sense communication. Selvin also offered some practical tips to help extend the life of the water heater. Very positive experience with Brothers Heating Cooling and Plumbing and Selvin today.
Set an appointment for next day for HVAC, they called next morning and cancelled. Now I have to find a replacement company. No apologies, No Offers to help, not very trustworthy company to rely on.
We have a regular service plan and the last Technician was excellent. Very knowledgeable and polite.
My 80 year old mother has been without a/c for almost a week they say they have ordered a fan motor but really can’t get a straight answer as to were it’s at all we’ve been told is that it’s shipped and they have no way of tracking where it is and there communication is terrible with the customer. I highly recommend staying away from there service. Service tech Jamal and service manager Todd have been no help at all. I feel we just keep getting the run around every time we call.
The service technician was prompt, very courteous, clearly explained everything and offered some helpful suggestions. I did not use the service because of the astronomical initial price quote. The second quote was better, but still quite excessive.
The Techs are fast efficient, and effective. However the company itself I will never use again. We had them come out to find the problem and they took our service call fee, but then ghosted us for two days and hung up on us when we called them to see when they were coming out to actually fix the issue. In that time part of my ceiling collapsed as the issue progressed. If you can afford to wait for their terrible dispatch time, the tech they send you will be great.
Bethany Wessell is a phenomenal asset to Brother’s. She knows her stuff! She found out what was happening to my HVAC system, got the necessary parts to repair it and went above and beyond to get my AC back up and running. I can’t thank her enough for her efforts.