Brothers Rock Hill

There's no problem. Their responsiveness is excellent. They're on time. They call you when they're on their way. They're very incredible. All that has ever serviced my system has been very professional.

i called Brothers after my vented gas water heater went out at 3pm. They responded that they would not be able to check it out until 9am the next morning. Not too big a deal as I have 2 water heaters in my house. Once the tech showed up he told me before even looking at the unit that it needed to be replaced as it was 10 years old. n I told him that i thought that the tank was good but that the electronic igniter switch appeared to not be working, He said that he was going to his truck to make a few calls to see what could be done. Once he returned after 10 minutes, he said that they could not get parts for this model of Rheem water heater and that they do not repair this Brand even though they are listed on Rheems website. Keep in mind that the tech never even removed the cover off the switch or anything before he gave me a quote for replacement for $3200 and then also tried to sell me a tankless water heater system for $5400!! I had already looked online and found the same model I had for around $1200. RIDICULOUS!! The same morning I called a local plumber in Indian Trail and within an hour they were 2 techs standing in my garage with the cover off telling me that the tank was indeed good and it appeared to be the electronic ignition. The made one phone call and then cleaned out the switch box and the heater fired right up! It had timed out from trying to start due to debris buildup around the switch. They showed me that a flashing light on the igniter box indicates a code as to the problem it is experiencing. UNBELIEVABLE! Total cost for repair was $125. Which I was glad to pay! As a follow up, i called check and found out that the part, if needed is still available!! Do not call Brothers for ANY repair all they are interested in doing is selling you new equipment and a service contract!!!

They are very fast and very qualified to do the job. They do a good job.

They do everything very quickly and very accurately.

They put the unit in, it's under warranty.

I have nothing to compare the price with. We needed it done and I didn't compare.

In the spring, it went really well. I fully anticipated using them again. Then it started to get cold outside. I contacted Brothers on Tuesday and arranged for them to come out on Friday between 12pm and 5pm for them to check my furnaces. They told me that they would charge $83 per unit, which I agreed to. On Friday, at 2:30pm, I got a call from Brothers that they were too busy to come, and that they would need me to reschedule. So on Tuesday, you confirmed my appointment, and then on Friday - 2.5 hours in to the appointment window, you call to tell me that I will have to reschedule. That would have been nice to know prior to my taking Friday afternoon off of work to accommodate their 5 hour time window. I found that entire process to be extremely unprofessional.

We had purchased a brand new system and at that time, it was their most efficient system that they sold, and that was 12 years ago. We absolutely loved the air conditioning, but we complained every winter about the heat. After 9 years, they had 2 or 3 different technicians come out to do the annual maintenance service. We always had the regular maintenance done. After 9 years, a tech came out and realized that part of the system was never set up correctly in the heating portion from the original install. The problem was, the blower was set for a unit that was almost twice the size of the unit that was actually installed. So it was blowing way to much air for the size of the heating system. In the 9 years of documented, recorded complaints about the system. So, they came out and and at first they said they would go through the system and make sure everything is right and set the system up correctly and that should have been done 9 years ago. We argued back and forth and what they did was extended our service agreement for 2 more years in an effort to kind of repay for all the problems we complained about but never got resolved. About 6 months later, our air conditioning system started making a new noise. Something it had not done at that time for 10 1/2 years. We are almost at the end in the spring we run out of the 2 year extension so it will be 12 years, so we are at 11 1/2 years. For the last year, they have been telling us that the pipes are resonate in the walls and that is what is making the noise, that there is nothing wrong. Our question to them is then why in the 10 1/2 years did it not make the noise. The walls haven't changed so something in the air conditioner system must have changed. They are making no effort whatsoever to take the noise out of the walls when the air conditioner runs. The original purchase and maintenance was about $5400 and that was 11 years ago.

Eric came out on time and did the job very quick. I usually do minor plumbing jobs myself but this valve was soldered in and I don't have a torch or experience soldering joints. Eric gave me some pointers to avoid replacing a soldered valve that would have worked and I appreciated the advice.

very well; however, they quit sending me coupon notices this past spring, so I found someone else to do the work.

We have been using them for several years now. I would give them an A because we have had some follow up problems with one of the units that seems to be over worked, the upstairs unit. We have had to have the mortar replaced and some other stuff done. They are very prompt and do great work. They would be my first call for that kind of work.

Never used them and will not call again

Awful experience with Brother A/C. Technician was on-time and after about an hour had 9 separate recommendations on our 9 year old system, totaling $2,200+. He described components as 'failing', and I had to press him just to acknowledge they were working fine just not at brand-new levels. Kept trying to sell me on a 12-month subscription for their company to save money off the $2,200 in repairs... was more of a sales pitch than an analysis of our systems. The real frustration was that a furnace switch had rusted through and needed to be replaced, which he quoted at $215. I asked how much the actual part cost and he wouldn't say. I asked for a breakdown of the labor involved and he only said he could do it while on site. I agreed to have it replaced and it took him less than 5 minutes. After he left I looked up the part and it was $15. Such a ripoff to be charged that much while the tech was already on-site. Will not use again.

I have dealt with a number of these kind of services, and I think they were extremely professional and knowledgeable. They gave me a confidence that I usually don't get with service providers. I had them out for an annual check up a year later, and they immediately noticed a bulb that had burned out. I never sign up for extended warranties, but I signed up for their bi-annual check ups because I was that confident with them!

Cyrus Sherrod came by. He was polite and courteous. Initially told me it would be $330 but when he finished, he said it would only be $240 since it was less complicated than he expected. It took him about an hour. Since it was 6pm on a Saturday i felt pretty relieved that he was able to complete it so quickly.

Great response. Taft did a great job. Fixed it quickly. No worries or concerns that it is done right.

We were fortunate that the problem was only with our downstairs furnace, allowing us time to get a second opinion. Another company came out and told us that the problem was a faulty igniter. Charged us $250 to fix it the same day. Also pointed out that the blower assembly was working fine and that the types of blowers we have on the system do not rust, ever. Said that although the equipment we have is 20 years old, and we may need to replace the outside A/C and the furnace in our crawlspace in the next 3-5 years, the equipment in our attic has understandably not "aged" at the same rate and should be fine for the foreseeable future. Looked over the Brothers estimate and said that the prices shown for the equipment and labor were fair as far as they went--we just didn't need any of it, and again--our blower was fine, our burners don't rust. The whole thing left us with an extremely poor opinion of Brothers--one of the worst service providers I've encountered in Charlotte since moving here in 1997.

They wanted to replace the whole system but I knew what was wrong so just had them do the blower motor.

They offered a discount through Angie's list but other providers prices were far below the discounted price so I went with another provider and never used the coupon.

Original service person gave estimate of $240, but dropped it to $145 after questioning that price. Different employee came out to repair subsequent leak. Found it leaking from a different place...around a bolt. He admitted that the original guy should have seen it IF it was leaking then. However the bolt is not rusted at all so it was a new leak. Then said moving the toilet the day before could have caused it. He said he didn't carry the parts (bolts, nuts, and washers??) for "inferior toilets" and that we needed a new toilet. He happily quoted between $700 and $900. He didn't even try to tighten the bolt. We tightened bolt after he left and problem solved.

The outdoor unit was damaged and they said they could fix it but I wanted them to replace it, which they did. They installed the new indoor unit inside a closet but it's just a mess with exposed wires. I went with this company because they had a 10-year warranty but I wish I had gone with one of the smaller companies I had gotten quotes from. I was also set off that they didn't tell me I wasn't eligible for a rebate from the energy company until after I had the unit installed. The customer service after they were done with the service was horrible. They treated me like a senile old woman and I was appalled with their attitude. I would never use them again and I would not recommend them to anyone.

There was supposed to be a check ,we had had a service contract with Brothers for about a year. The service tech named Maynor came and checked and spent over an hour under our house banging and hammering and talking to himself. We could hear him from our living room. After about an hour he came up and stated that our heater was still under warranty and we needed a heat strip replaced . My husband ask him could we see the part and he kept hem hawing it would take too long to take the part off for my husband to see. While I was talking to the customer service Tracy or Teresa he started back under the house and I told him not to go now we would get someone else to fix it but he went anyway and I hollered at him to come out, I ask ask the lady on the phone to call him off and about 5 minutes later he came out with the part that was obviously cut there was no burn marks and there was metal on the part, clean metal like a clean cut. He took it off in under five minutes and cut the part. We thought it was supposed to be difficult part to take off. This had been our third check and some service is always needed but this was the straw that broke the camels back. He said we needed a light than a surge protector and than today. The big problem is they never complete the check up. They are supposed to check plumbing and heating and they never complete the complete check up ,check the filters or anything else. They just start selling us products after yesterdays experience we are done. The grade would have been an F but Jason the only good tech we saw so far put the new part back on. With all the repairs we have put in over 1000.00 out of pocket on warranty work. Our unit is just four years old. Jason their service completed the repair and it is working and he is a good tech. I have pictures that I can enlarge so you can see the cut clean and clear

Their repair costs seem to be a bit high, but everything else is reasonable. The work is good overall.

Technicians are friendly and professional. Brother's business model seems to have them always trying to sell additional services or items rather than just making the repair which it seems works for Brother's but no longer for me. I paid $500 to have freon added to my unit which I thought excessive. I'll find a HVAC contractor that focuses on repairing not up selling.

I called another company (who?s technicians do not work on commission) and he completely disagreed with Brother?s assessment. He said my 2nd drain safety switch appeared to be pulled apart (wonder how that happened?), he fixed it, no replacement needed. He also saw extra fuses in our attic from prior repairs and installed it. Both were included in the $69 diagnostic fee (which I was informed of and paid in advance), not for the $500+ Brothers estimated. He also determined our starting relay functioned fine, but was being limited by a broken blower motor. We replaced this for $400 and the unit now operates perfectly. The 2nd unit needed a dual capacitor replaced and Freon added, total $225. So if we had done Brothers $1253 worth of UNNECESSARY repairs, we still would have needed 3 more repairs for the units to function.