Brothers Rock Hill

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!

Extremely Unprofessional HVAC Service - A Dangerous Experience

I recently had a horrific experience with this HVAC company that I feel compelled to share. Their incompetence and blatant disregard for safety have left me utterly disappointed and frustrated. I strongly advise anyone considering their services to steer clear.

During what was supposed to be a routine HVAC tune-up, the technicians managed to create more problems than they resolved. To my astonishment, they unplugged my compressor without my consent, claiming that there was a gas leak. I found their actions suspicious from the start, but the worst was yet to come.

Rather than providing a proper diagnosis or offering a feasible solution, they shamelessly attempted to upsell me not just one, but two new HVAC units along with exorbitant labor costs, totaling a staggering $24,000. To add insult to injury, they presented me with a so-called discount, which was nothing more than a laughable attempt to justify their inflated prices.

The most alarming aspect of this entire ordeal was the dangerous situation they created. By unplugging my compressor and tampering with other wires, they exposed my home to potential fire hazards. It is deeply unsettling to think about the disastrous consequences that could have ensued if I hadn't taken immediate action to rectify their negligence.

As a result, I was forced to hire another company to fix the problems they caused. Not only did this incur additional expenses, but it also caused significant inconvenience and wasted time. I should never have been put in this position in the first place.

In light of their unprofessional behavior and blatant disregard for safety, I firmly believe that this HVAC company should not be in business. Their actions demonstrate a lack of integrity, professionalism, and expertise. I urge others to take this review seriously and find a reputable HVAC provider that prioritizes customer satisfaction and safety above all else.

Avoid this company at all costs!

Absolutely the worst experience ever... They are quick to take your money but it's been over 30 days and the job is still not complete... We had all the ductwork replaced in our rental property and they have left two areas that are opened and you see the ductwork as shown in the photos provided... We've called several times and we keep on getting them run around... They dropped off all the word needed to do the repairs and like I mentioned above it's still over 30 days and they have not come over and done anything... Will never use this company again

I called for an appointment on 15 May.  They scheduled me for 10 June.  I called to confirm on 9 June.  They canceled on 10 and rescheduled for 11 June.  They canceled again.   Would never reach out to Brothers in Rock Hill, SC again!!! Most unreliable business I have ever dealed with!!!

Brothers advertised a special to flush water heaters.  Appointment was set for yesterday between 12 Noon and 8 PM (much later than I would have preferred), and the appointment was confirmed by Brothers via text message.  BUT the technician never showed up -- NO SHOW - NO CALL.  Unreliable and or untrustworthy.

HORRIBLE CUSTOMER SERVICE BY EMPLOYEE NAMED BJ IN STATESVILLE NORTH CAROLINA. ZERO STARS!
Horrible customer service.
I had and appointment for a Free quote. Something came up I tried calling twice before the appointment BJ the horrible employee didn't answer straight to voice mail. I get a call from Bj the horrible employee he states that he's here. He wasn't at the right house. I then explained I tried to calling twice and hour before the appointment and cancel THAT HE WAS LATE TOO. He argued with me saying he drove 2 hours. That I wasted his time. Then asked me if I was just gonna go with out heat. Argued more and then hung up. Never been so disappointed in a company's employee. Absolutely terrible will never buy a service from this company. They need to train the employees on how to handle situations and how to talk to people. Zero STARS DO NOT Recommend

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.

I would not use this company if I were you.  My wife had set up bi-annual inspections with Brother's Heating and Air approximately 2 years ago.  Twice a year they would come out and spend about a half hour inspecting the HVAC units.  We thought this would be a good idea to do this to prevent more serious expenses later.  Brother's charges your credit card each month for this service.  Last August, 2021 a representative from their company came out.  They are very respectful and professional in their delivery.  But, don't let that fool you.  You see, the technician left 2 of the 3 vents open on the handlers, which I found a couple months later after the inspection.  I personally started changing the filters myself, since their fees for installing the 3 filters were over $500 each visit.  Now, this takes us to today's visit, April 7, 2022.  The purpose for this visit was to address the hot air upstairs where the kids sleep.  The call was made the day prior, and the tech arrived on a scheduled next day visit.  I followed Jamal outside to the 3 ac units.  He noticed this piece which was on top of one the electrical boxes and inserted it into the box.  The unit started right up.  I asked him what was that piece you just put into the electrical box?  He told me it was a disconnect.  Which as he described was like a light switch.  The unit started right up and I thought, hey that was easy.  Jamal, said he wanted to inspect the unit which had only been inspected 4 weeks earlier and received a clean bill of health.    Nevertheless, Jamal found a leaking coil and an almost dead capacitor.  He fixed these items which came to $722.  I asked him while we were settling up, if the disconnect had been inserted in the box, would he even have needed to come out?   He said probably not, but the low Freon from the leak and weak capacitor would have eventually needed service.  I asked if there was anything he could do for me for the prior technician not reinstalling the disconnect?  Jamal said he would have to address this next Monday morning since he was off the next day Friday.

The bottom line is, they do not care about their customers.  Two hours later, a manager named Jason called me and o explained the situation to him.  He only responded saying that it was an honest mistake by his technician, which I do agree.  But, his remark saying there is nothing more he can do.  

This company has no regard for their customers.   There pricing is also very exorbitant.  Stay away from them.  The night time girl answering the phone, Sienna(?) was very snarky as well.

Charged me $49 for diagnostic fee! They tried to charge me $99 I am still under warranty for parts.my heat pump has been serviced seven times .It is only 2 years old reversing valve issues. Then after 1 year compressor went bad an had to be replaced.Never charged me a diagnostic fee until now and there is no diagnostic fee even mentioned in my warranty. So this time capacitor went bad I understand that they have to make there money but they charged me $250 labor plus $49 diagnostic. That capacitor is a $20 part!it takes 10 minutes to diagnose and install. Total rip offs!  There are plenty of reasonable priced HVAC specialist out there. Stay away from brothers you will over pay big time!

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.