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Brothers Mechanical Services

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Reviews Brothers Mechanical Services

Brothers Mechanical Services Reviews (2)

Review: Service request call was made to BMS on June 3rd due to residential A/C failing on June 2nd. Initially we had contacted [redacted] who did not have appointment available until June 17th. We inquired about charges, but were only advised of $79 for 1st visit, which would be credited against repair, no further information was provided in regards to "flat rate". The day after the 1st service call we received a quote of $589.- (a supposed flat rate) minus $79.- (for 1st visit charge) minus military discount $88.35. The technician had stated the repair would only charged labor cost as the all parts were still under warranty. He also estimated his actual repair time to take ~ 1 1/2 hrs only. So the "flat rate" after the "discounts" would equal to an hourly rate of $281.10?! We voiced our discontent about t his outrageous price and received a further $50.- "discount" to a total final charge of $371.65 or an hourly rate of $247.77 (not counting the $79.- we already paid for 1st visit) The repair was completed on June 6th, since the technicians came with wrong part on June 5th. The repair itself took the estimated 1 1/2 hours! After completion we again queried the charge, but final payment was requested - and made - at $371.65Desired Settlement: Review of charges with subsequent reduction / refund.

Business

Response:

[redacted], Called us regarding [redacted] unit not working. We diagnosed the unit and found bad Blower Motor. [redacted] was quoted a Flat Rate Price of $589.00 and Final Price of $371.65 with all discounts. The repair was approved at $371.65 we completed the work after approval from [redacted] please see the invoice attached. Customer had requested the refund for $250.00 through Revdex.com. Per our Customer Satisfaction policy we have issued the refund for total amount of $450.65. Customer did not call our office regarding this issue.

Review: I used BMS last year when the AC in my house wasn't working. I called them again this year because the AC wasn't working again. I specifically asked for [redacted] because he was supposedly a senior tech and I though he would provide better customer service than what I got from [redacted] last year. When [redacted] arrived, he said he could only look at the motor because that's what he was told to do. He also told me the motor was working and there was something else that was causing the AC not to work. I knew that much. He said if he did any other diagnosis besides the motor, he would have to charge me. I told him that's not what the email from [redacted] told me, but I also told him I would pay for him to identify and fix the problem. He tried to explain how great the company was and how great the customer service is and I told him I disagreed about the level of customer service considering all the problems I had with [redacted] last year and how he ([redacted]) would only look at the working motor. [redacted] then said he couldn't help me and walked away. What?!?! I TOOK OFF FROM WORK EARLY AGAIN FOR THIS COMPANY AND [redacted] JUST WALKS AWAY??? I told him I was willing to pay, why wouldn't he even look at other possible problems...especially after he stood there and tried to tell me how great the customer service is??? He certainly didn't demonstrate that when he completely WASTED MY TIME AND WALKED AWAY. I immediately sent an email to [redacted] who hasn't even bothered to respond and explain why I received such horrible customer service.

Business

Response:

[redacted] had emailed us on June 10th 2013 regarding the Motor we installed on May 4th 2012. [redacted] stated that Motor was not working. We have labor warranty of 90 days and all parts we install are under warranty by the manufacturer for one year which was stated on the invoice. On June 11th 2013 we sent our technician to diagnose the Motor we installed at no cost (Residential diagnostic fee is $79.00). After diagnostics of the Motor was completed it was found to be working normal. [redacted]’s system had other Mechanical issues. Due to our past experience with [redacted] we had decided not to work on her system. She used offensive language with our field technician. “We have zero tolerance for employee abuse”

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Description: Refrigeration Equipment - Commercial - Sales & Service

Address: 8996 Mike Garcia Dr, Manassas, Virginia, United States, 20109-5455

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