Brothers Rock Hill

I"m pleased, and will probably call them again when I decide to get the next seasonal tune-up.

Brothers had replaced our 14 year old heat/air system almost 2 years ago and we were happy with their service then and signed up for the monthly contract with the twice per year service to our H/AC unit. Brothers had just been out to perform the annual service on our unit at the beginning of the month. The blower motor was still under warranty so I knew the parts shouldn't cost us anything. Included on the invoice for the repair was an $87 charge for return of parts plus paperwork fee. I thought this fee was unnecessary as the Brothers company had originally installed the bad part and I expressed my dissatisfaction to the Brothers office. I was also unhappy about the $224 labor charge for less than 1.5 hours of work as I had been paying a monthly fee for service. I was told 3 parts had to be replaced (blower motor, phase shifter and control board), each had their own flat rate labor fee for replacement. I was also told that the technician had undercharged me, as I actually should have been invoiced nearly $650 for the labor! I was supposed to feel like I had just got a bargain. When I once again expressed my dissatisfaction with their fees, I was offered a $50 certificate which I could apply to my next repair. I have yet to receive this certificate and would not have used it anyway. Needless to say, I will not be using Brothers again.

The job went well. I've always liked their promptness and their work. They always ask for feedback to make sure everything is done just right. They come out twice a year to check things out. Everything has been great. They might be expensive but they offer a guarantee. I get what I pay for with them. Their quality is great. They do great work and I’ve never had a problem with it. They are always professional. I will continue to use them.

After they left I called another plumber that I know, John Oates Plumbing (whom I should have called in the first place). They came over the next day, got both items, and another minor problem, fixed within a half hour, at an estimated cost of $115.

Please read above for the story of what happened to us. Don't let it happen to you if you can help it!

The technician from Brothers came to our home and spent more than an hour inspecting our steam shower unit. It was four years old at the time. A few days later, I received a phone call from the technician saying that the steam generator had corroded due to hard water in our home. He said the unit would need to be replaced, at a cost of close to $2,000. I asked if he was sure that was the only option, and he said yes. Our home is only four years old. We have a water treatment system in the home, which was installed during construction. That system includes a softener unit, although it's on a low setting since we haven't seen any other signs of water hardness. After Brothers told me we had a problem, I had the water checked again. No hardness was detected. I then called the manufacturer of the steam shower unit, and after describing the symptoms they walked me through a system recharge process on the keypad that took five minutes to complete. Once that was done, the system worked fine. It's been working fine ever since. Brothers' technician was either unethical or incompetent. I don't know which. All I know is that I would have spent $2,000 needlessly had I followed their direction. Our system was manufactured by Kohler, the largest producer of residential steam generators in the US. I think Brothers should have been aware of their system maintenance procedures. Brothers is a very good marketing and sales company. I've unfortunately got my doubts about their ethics and capabilities.

Had to pay ~$50 for the guy to come out. He arrived on time and was a nice guy. The part that really ticked me off - he was asked to quote installing 2 shower valves. The company told me that I could apply the ~$50 to services if we selected them. The service guy told me when he got to the house that the money had to be spent on the visit while he was there THAT day. When I asked if he had the Kohler shower valves to install, he said NO (so there was no way I could have got the $50 back). The price I got quoted was almost twice that of another Angies List plumbing company. I feel scammed. I'd spent $4000 with them before and this is how I am treated. Will not get Brothers for plumbing again.

We have a 2500 sq. ft. house, and I think they installed a 4-ton unit. We came back from vacation and opened up the front door and it was 101 degrees. The old unit died while we were on vacation. That was less than satisfactory. They came in that evening and diagnosed everything. They had a crew onsite the next day and had us back up and running that afternoon. They were very professional and very thorough. They didn't get any smoke blown up or anything. Everything was just exactly the way they said it would be. We were very happy with their work. I rate them very highly. I have recommended them to several of our neighbors. I haven't had any plumbing done by them because at the time they were not doing any plumbing. We would absolutely use them again in the future. We have an extended service contract with them. I don't normally jump into those, but we did go into that with them because we have an older gas furnace system. They come out every six months and in the fall they check out the furnace and make sure that everything is working right. In the spring they come out and check the air conditioner and clean the condenser coils, which is pretty important. They also check the Freon levels and make sure that everything is running right. That's all wrapped up in a small annual fee. I will be doing business with them for a long time.

They were very good. I had paid ahead of time last year for a heating and air conditioning combination. I paid $175 to have the furnace and the air conditioner checked. They did the furnace during the fall and the air conditioner during the summer. I would have paid $110 for each if I had paid it separately. They did a good job. They did a thorough cleaning on the air conditioner. They did a lot better job than my previous service provider. I would like to give them the top grade. Their price was fair. I ended up having the capacitor replaced that seemed a little bit high but they said that it was the average price. They did a good job and I guess that it was okay as it probably had to be replaced anyway. They scheduled out a week ahead of time and then they had to come out the next day to replace the part. They did that on their own and I did not have to be there.

I realized that I was probably dealing with a commissioned technician due to the high pricing. While the tech listened, I literally called a competing HVAC company to obtain pricing on replacing the blower motor. The price was hundreds less, more in line with what I expected. The tech did not adjust his pricing or even call his management. So, after I paid the $89 service call fee, he left. I was not going to be pressured (no cool air; system in pieces; tech on site) into being price gouged. I had a blower motor and squirrel cage (fan) laying in pieces on my front steps and NO COOL AIR. It was not necessary to put the system back together as the next, competitive, tech would have to take it apart again anyway. It did not make sense that Brother's would not adjust pricing. By not doing that they: -Lost the current job -Lost the customer for future jobs -Stranded the customer with no cool air - reputation issues -Develop a reputation (Angie's List) for over-pricing - bad for obtaining future business. I mentioned Angie's List to the tech, and that made no difference either. Perhaps Brother's trains their people this way (company business model) or perhaps this is what one gets with commissioned techs? I own a business as well and I would be horrified if one of my employees did this to a customer. Our company philosophy is to make a little profit from a client FOR A LONG TIME, instead of making ONE big profit and loosing the client. That has kept us in business for 21 years. I ended up using Standard Mechanical, using an Angie's List $50 coupon, and saving over $400. I have NO issues with the skills of the tech or the responsiveness of Brother's overall - they do that well. You will have a very good experience with them BUT YOU WILL PAY DEARLY! I don't believe that Brother's is the only company to have commissioned techs or to use passive/aggressive pressure tactics to close you on an overpriced repair/service. Best to check with Angie's List for commentary PRIOR to calling a company out to your home AND to check the quoted price by calling a competitor while the tech is onsite to make sure you are not overpaying.

We had used Brothers for years, having been on their recurring service plans. We realized they were somewhat more expensive than similar companies, but valued the knowledge & skill of their technicians, as well as their overall level of service. We finally questioned their pricing in 2009 when we had a new thermostat installed, which cost about $100-125. The new thermostat came without a back plate; but was slightly smaller than the old unit, leaving an exposed are that needed filler, priming & painting. Brothers had a separate back plate, however, for $50. It was simply a piece of plastic that could not have cost more than $5 to mold and produce. At that point, we began to check past invoices, and compare prices for services & equipment. We are now convinced Brothers pricing is far too high for the products and service delivered.

I am on a monthly payment service contract with them. They do the same thing during the fall with the gaspack. They are available on call twenty four hours a day and seven days a week. It does not cost me anything to have them come out for an emergency since I have a service contract with them. They are courteous and professional. They are here when they say that they are going to be here. Their price is very good. I will certainly use them in the future.

I have used them in the past. They seemed to be very knowledgeable; the guy knew his stuff, and he was very educative. It was pretty easy for me to get them to come out; they actually came out at 8 o’clock the next morning. I would rate them highly and would use them again in the future if necessary.

They do a great job and I definitely plan on using them again in the future.

From my first phone call to Brothers, to the end of the install, I experienced very kind people with a lot of knowledge. The plumber was on time and was very thorough in telling me what he was going to do prior to the service. He also produced a notebook for my review about him and the company. I was so pleased with the service I had to write a letter to the owners thanking them for a very pleasant experience. I believe in giving credit where credit is due and these folks deserve recognition.

I received a $1,500.00 tax credit for their service. We also have a semi-annual service contract.

We woke up Monday morning to no hot water. I checked Angie's list and called Brothers because they are local and I had heard of them. They sent out Emmett that evening. He determined that the coupler needed to be replaced and that a part had disintegrated and fallen on the burner. He recommended that we replace the water heater. Since it is located in our attic we felt that would be preferable to two stories of damage if it failed. He went ahead and replaced the coupler so we would have hot water until they returned the next day to replace the water heater. They were the only ones we talked to so don't know how their prices compare but I appreciated Emmett replacing the part so we would have hot water immediately without charging for it. He also brought the installation up to code without extra charge. He and his assistant had to carry the new water heater and the old one up and down a narrow attic ladder. So I feel the price was probably fair. They were professional, and personable. We also enrolled in their plumbing maintenance program.

I had called for an estimate because my system was old and I wanted to check on replacements. Also wanted to see about having returns in the house (only place to change the filter was in the crawlspace). After I called, company quickly called back to set up appointment. Salesman came out to do estimate. Couldn't give estimate right away because he wanted to check on the duct cost. I like this aspect because I wanted an accurate price. When I did get an estimate, gave me several alternatives to choose from. They came out the following week to install. The job took three days versus the two day estimate. All the workman were nice and professional and all debris was cleaned up and taken away.System is working well, and the heating is definitely better than my old system. As of this report I have not yet received a bill to determine energy savings.

The work turned out very well. We haven’t had any trouble with the system they put in. We thought that we got good value. They were having a sale at that time. That’s why I think it was a good value. There was also tax credit last year on top of that. They were very professional. Their people came out on time and they were in uniforms. They were very meticulous. When they come into your house, they have foot protectors and they are very polite. There were no issues and they scheduled for a city inspection. There were no issues after the city inspection. It was a nice and professional job. They removed all the debris. It was good. They did a nice job. We were really happy with them.

This was installed in the summer. I dont even think they tested the heater. The first day the heater turned on,the internal fuses blew because the thermostat was wired wrong. To their credit, the next tech they sent was very good.

Everything went fine. I liked their service and how friendly and complete they were in explaining everything they were going to do.

The service technician noticed that the angle stop was 3/4 of the way turned off so he turned it all the way on and it is fine now. He also examined the hot water heater and noticed that the subcontractor for the house did not install our water heater to code and installed a poor grade water heater. He also informed us that the water heater was corroding and the particles were going through the pipes to the faucets, cloggin them. He quoted us a price for a new and bigger water heater including installation, copper pipes, expansion tank, shut off valve and gas trap. Also provided us with a 10 year warranty on tank and parts, and 26 months warranty on labor.

Very bad experience. Unit has been repaired under warranty but I have lost days of work and have had to stay at at a motel when my home became too hot to stay inside.

They have very good communication skills. Very responsive. We have not had any major product expenses.

The experience from beginning to end was professional at best. I did think the price was more expensive than a 2nd company I looked at as well even with the special of 1/2 off furnace when buying a new a/c unit. However, after the job was finished I could see why it was expensive; the amount of work they had to do in a 89 degree house and mid 90s outside is unbelievable. The sales person also called me the following day to make sure everything went well and to ask if I had any additional questions. I also am eligible for the tax credit and Piedmont rebate so that's a help.