Brothers Rock Hill

This company and their service absolutely sucks a**!!! On going leaking brand new AC unit for four days and no technician tries to fix the issue! Service managers don’t respond to escalation. They are worthless. Avoid this company at all cost!!!!

They do really great work, very honest and they won't try to up sell you.

I had bought 2 expensive systems . I rarely used them until a year later during the severe heat wave. I had trouble with both systems . One has a defective coil system and the other the thermostat died of and shut the system. Getting service was a hassle and getting the defective part replaced was very hard. They advertise about award winning service that does not exist. Their office has no idea what the technicians doing. No supervisor or manager to talk to.

Technician was good, friendly, and efficient. I have two issues with this company however. #1. Trying to contact the office directly was very frustrating. They have multiple very vague phone numbers. Several times when calling the Rock Hill office my call was answered by a usually unfriendly person in a call center who did not have the knowledge to help me with my questions. #2. My biggest issue is with the price charged to add R410 Freon to the units. The cost was outrageous. Furthermore, before the work was performed I had to agree to the techs estimate of how much Freon would be required which had a $200 spread. In other words if my units didn't take the full amount of his estimate, I would end of paying for Freon that wasn't required which could have been as much as $200. Also the tech recommended several other items he said I needed, all of which were also outrageously priced. I will not use this company again due to their high and I feel out of line pricing. I feel like I was taken advantage of.

Everything went well. They actually came early. Work was completed in timely manner.

no problem......system ok

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I do not recall the price. We searched prices on things. We had someone else install the unit, but they were more expensive with pricing. So, we found brothers through a flyer; it was a special. They're very good, very responsive.

It was fine. The communication was good. He tried to sell me a whole new unit.

After a couple of return visits everything is working and is significantly better and more efficient than in the past.

I think the price is pretty comprable.

It was good. They are prompt and they do what they say they are going to do. That is why I like using them. They do not try to do anything extra. Interactions with them are good. They always answer the phone or call back. It turned out good and still works. I would use them again in the future.

unknown

Horrible, horrible customer service. Unit (installed by Brothers and still under full warranty) is out for the 4th time in less than a month. Called in at 4:30 this morning and was told I'd be a first appointment this morning, received no call. Had to call again and now told it will be sometime after 12. This is beyond ridiculous.

Horrible, horrible customer service. Unit (installed by Brothers and still under full warranty) is out for the 4th time in less than a month. Called in at 4:30 this morning and was told I'd be a first appointment this morning, received no call. Had to call again and now told it will be sometime after 12. This is beyond ridiculous.

The team installing the first floor system did fine, at least I have not have an issue with the installation yet. The team that installed the upstairs unit put the drip pan in backwards. As a result the the pan filled up with water and would not drain. Thankfully the unit's water (flood) sensor worked and the unit shut itself down. We didn't know why the unit wasn't working and had to call Brother's a month after the initial installation to fix the unit. In my opinion, installing parts incorrectly and then not double checking the work when finished is very unprofessional. The person who came out to fix the unit was very thorough and double checked the initial installation to be sure there were no other issues. The unit has been working fine since then. He was very professional. I appreciated the fact went the extra mile considering he had to work at 8pm on a Sunday evening. Let me be clear, I will use Brother's again since my system is under warrantee for workmanship by them for a year. They have some ground to make up as far as my confidence in them and their ability to provide a quality service. I will however, give them the chance to redeem themselves.

The day of the install was impressive and seemed to go like clock-work. There were several men onsite throughout the day to install the units including electricians and plumbers. It was an all day affair, but I was expecting that considering the amount of work to be done and was more concerned about the job being done right rather than fast. I believe they had to come back the following morning to wrap a couple of items up, but it was a Saturday and did not affect any work schedules on my end, so I didn't have a problem with it. The only thing that I found odd was that everyone just packed up and left without going over how to use the thermostats. Plus they banged up the corner of a wall pretty good we had just finished painting when installing the one interior unit. Almost immediately, we discovered an issue that the units seemed to be running all the time. Since they were supposed to be high-efficiencies, we called them back out to check. After multiple trips and service men coming out, it was discovered that the thermostats were not programmed correctly and because they were so new and "high-tech", no one knew how to do it! Finally, Matt was sent and we were able to figure it out together after playing around with it, but not what I consider using a very skilled method. By this time, we were getting very frustrated and felt like we were not being taken seriously. Considering we had just paid $25K for a system, we were expecting a little bit of red carpet treatment, but no one seemed to care until I insisted on escalating. During a later service call with Matt, he did mention that management did have a meeting with everyone to go over the issues expressing the amount of business we did give them and made sure everyone received training on the new thermostats. I never did get any sort of apology from management, though. Thinking that we got over the major hump of new install issues, we were hoping that all was going to be smooth sailing. We were assured that we would receive reminders of when our bi-annual service was due, but that has never happened. I have to keep track to schedule the appointments. During one of the appointments, the tech had informed me that there seemed to be a leak coming from the ice maker water line and wanted to know if I wanted to schedule a call with their plumbing department, since it was pooling under the AC unit and could cause the new unit to fail. We were aware that the ice maker had a slow dripping leak and intended to fix it ourselves. I was a little irritated thinking that the tech was trying to upsell me on their service and trying to scare me into a service by threatening my new unit. A week later, my husband went into the crawl space to fix the ice maker only to discover that the "leak" was actually spraying water all over the crawl space, including the floor boards and it was coming from the new water line Brother's installed for the humidifier, not the old ice maker line!!! They did send a plumber out to fix the line at no cost, but he was still calling it the ice maker line even though it obviously goes to the HVAC system, not the fridge. It was at that time we insisted that we are only going to allow Matt to come on our property to do the service calls since he was the only one that seemed to have any common sense and actually cared about his clients. Last fall during our maintenance call, Matt mentioned that the UV scrubber seemed loose on our smaller unit and should be replaced for I believe $400. Considering that the unit was only 2 1/2 years old and the scrubbers are supposed to last about 5 years, plus we had the maintenance plan, I didn't think that we should have had to be responsible for it. After some back and forth with a call to a manager, we got a new scrubber for free. It was "loose" because the plastic pieces the filter screws into were broken. This unit is in a closed closet only used for housing it and the only people that access it are the service men for Brothers, so either the part was defective or Brothers broke it. Then the external temperature sensor for the smaller unit started giving us error messages about the batteries. After changing several of times, including by Matt, we found out that only lithium batteries can be used (Matt asked around and found this out). Again, I think that there needs to be more training involved for the service techs and then to make sure that the home owner has some documentation on how to use their thermostats and systems. Also, for the money we pay monthly for the maintenance agreement, I would think 2 courtesy calls a year to schedule the routine maintenance is not out of the question. It's my opinion that Brothers is hoping that you will forget so they can collect the fees without having to perform any service. We were hoping to find a contractor that we can trust to do quality work not for just our HVAC, but also eventually for plumbing with the other work we have to have done. We are looking to install a new water heater and at this time, we do not feel confident that we would have a positive experience with Brothers, so we are looking to other Angie's list suppliers with better ratings to complete this service.

They were late getting there but on the other hand they worked me in over the week and stayed there til it was complete.

They removed the old unit and installed a new.

They recommended we replace a unit so we got a second option and they said we didn't need a new one.

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unknown

The workers were completely professional. They didn't leave a mess and worked quickly. They made a mess on our front lawn because there was so much to be done. They covered it up and were back the next morning, cleaned up and they were out. I was amazed. We have always used Brothers so I don't have a comparison on price. It was worth the money. They are always professional, always on time. They are always prompt and do their job. They explain everything.

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