Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 6 December, a Blake Brothers technician was scheduled to inspect my HVAC for any problems. He arrived late evening. He was finished in a short time stating everything was ok and without issues. I left my home early in the morning and didn't return until late afternoon. When I returned my house was very cold. I immediately call Blake Brothers (I have been a customer or over 15 years) and asked for help. I stated the technician had left off something the night before and my home was 58 degrees. They said there was no appointments available, and I would have to wait until Monday. I called a different company (******) and a technician arrived within an hour. The problem was solved in 5 minutes. The Blake Brothers tech did not reconnected the capacitor wire which triggered the fan and continuous cold air. The ****** service call was $169. Blake Brothers has ignored all of my phone calls for reimbursement. I am requesting a full refund for the ****** $169 house call as it was the Blake Brothers error.

  

  Business Response

  Date: 12/11/2024

  I spoke with ***** ***** yesterday evening after receiving a concern through a ******** comment. I let her know that we are refunding her the $169 she paid to the other company as well as the $84 service fee she paid our technician. We had a breakdown in communication through our third party answering service getting her call over to our in office staff. I explained the issue and apologized and she seems to be happy with that resolution. 

   

  Thank you! 

• Initial Complaint

  Date:08/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 Amana HVAC units from Blake Brothers back on 7/25/2022. Total cost was $23,975 installed. Both units have 10 year parts warranty with lifetime compressor replacement, but only one year service warranty. Saturday, August 10th, my downstairs unit stopped working so I called Blake Brothers to come out for service. It's $119 for the service call. The technician said there appeared to be a leak in the system because the refrigerant was low, and needed to charge me $560 to do a Nitrogen Leak test (which did not find a leak). He then charged me more than $1100 dollars for over 9 lbs of refridgerant. At this point it was determined that there was a regulating valve that was either stuck or clogged, and it needed to be replaced along with the compressor and several other parts. The parts are under warranty and are free but the service to install these warranty parts was quoted as $2176. That is a total of over $4100 for service to repair a $12,000 HVAC unit that is 2 years old. That is over a third of the cost of the unit in 2 years. I feel this is amount excessive amount considering I have already paid almost $2000 and my unit still is not fixed. I want the unit repaired with the warranty parts for what I have already paid them and no more.

  

  Business Response

  Date: 09/04/2024

  Hi *******, I apologize for the late response. I know its frustrating having new equipment break and need repairs. I know that you worked with **** our HVAC manager and he was able to apply some discounts but I also hope that the complimentary maintenance was sufficient for your concerns. Be looking out for a call from our customer ********************** office to schedule your first visit.

  Thanks again,

  ***********************

  Blake Brothers

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installation on December 4, 2023. Technician informed me he would credit me $200. However, he did not honor his promise. I informed the company about the overcharge. The company agreed the tech made an error and would credit my credit card. The company defaulted on its promise. I have left messages for the company to return my calls to no avail.

  Customer Answer

  Date: 01/13/2024

  The company charged me $781 for installing a garbage disposal, $239 for bracket strainer installation and $809 for washer shutoff for the installation.

  

  Business Response

  Date: 02/01/2024

  The refund was mailed out on 11/12/2024.

  Thank you.
  

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sep 14, 2023, $630 was paid to Blake Brothers for a routine maintenance contract for two generators connected to my home. No routine maintenance has been scheduled or performed to date. I have contacted Blake Brothers twice since payment was made and each time I have been told "the kit is on order". During the last contact, I requested a refund of the $630 paid. I was told I could expect a refund and would receive a confirming phone call by Oct 16, 2023, which did not happen. I am requesting a full refund of $630.

  

  Business Response

  Date: 11/13/2023

  Blake Brothers did not get the Generator kit purchased in a timely manner. We ultimately went ahead and refunded that customer's money per his request. on 11/13 *********************** called customer to verify that he did in fact receive the refund.

  Customer Answer

  Date: 11/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/11/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Blake H3230303230**31363231H to come check my whole house generator. When they arrived I told them to please check the battery because I felt like that could be the problem. I have security cameras and watched the guys take off the top and look around. They took pictures with their phone and were here approximately thirty minutes. I could tell they did not know what the problem was although they were guessing and told me it could be this or that. I asked if they checked the battery and they said they did. I decided to call another H32303235**303035**32H I had been using (The other H32303235**303035**32H charges me mileage to come up from Birmingham) and that is why I called Blake H3230303230**31363231H because their office is about a mile from my house. Blake H3230303230**31363231H said I would have to pay the $119.00 service call which I don&#**;t think is fair since they didn&#**;t do anything. The H32303235**303035**32H came from ********** two days later and had the generator running in about 5 minutes after opening it up. The battery cables were corroded. My complaint is I think Black H3230303230**31363231H should give me my $119.00 back. I am a widow who needs honesty in doing business with companies and that does not seem fair for what they did. They said they could not give my money back since they made a diagnosis. Since nothing else was wrong what they wanted to do was come back charge me for a problem I didn&#**;t have. How can a business get away with doing this to other people.

  

  Business Response

  Date: 04/14/2023

  Thank you for your feedback. We spoke with the manager and the technician on the site. The technician on your call is a generac certified technician. We are certified to service, install and perform maintenance on generators by Generac. Your professional was speaking with his manager, a generac service trained professional as well, and they were reviewing all the possible issues with your system to be able to provide you with a thorough diagnostic. He did check your battery and the voltage and wanted to thoroughly perform a system extended diagnostic for you so you would have full information of long term along with short term solutions to keep it working properly. You did not choose to continue with us and we do have a cost of doing business along with his time that is covered in our service fee. We do not know what the other company did for you on the call or the options they gave you. We are very sorry for your time and cost. Our manager offered to waive the diagnostic on your next call which can be applied to plumbing, electrical or HVAC service. Please call us anytime to redeem this at ************. This coupon will be noted on your account and will offset the cost that you incurred of $119.

   

  Thank you for your business

  *************

  

  Business Response

  Date: 04/15/2023

  If the customer prefers we can refund the money for the diagnostic instead of the free service call on her next visit. Thank you

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19922556
  
  I am rejecting this response because: The dignostic they made was incorrect.  The problem was the corroated battery cables not what they said it was.   They were guessing what they thought the problem was instead of fixing the battery cables.  The other company saw the problem was the battery cables and fixed my problem in 10 minutes.  I will not use this company for any other problems in the future because.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/25/2023

  Blake Brothers gave me a diagnosis but did not fix my problem.  The diagnosis they gave me would not have fixed my problem.  My PROBLEM was the corrated battery cables not what they said they would do to fix my generator.  Like I said the company from ********** came here fixed the battery cables and the generator was running within ten minutes after he got here.  It has been running each Monday since at its designated time.  I Certainly did not need the work done to my generator that Blake Brothers diagnosis said I needed.  They just didn't know what the problem was.  If they had come back and worked on their diagnosis without it needing it would have cost more and in the long run not fixed anything.  I told them it could have been the battery.  How can employees give a diagnosis like they did and not know when battery cables are corroated. 

  I do not want to do business with this company anymore.  I just want my $119.00 returned.
  

   

  
  

   

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My heat went out on 12/23/2022, during record low temperatures. I called Blake Brothers to repair it. The repairman quoted me $119 for the first HVAC unit, and $99 for the second one that I have. When he was finished he had tacked on a $200 fee for "configuring" the thermostat. How are you going to fix an HVAC unit without touching or using the thermostat? That would be like a mechanic having an additional fee for opening the car's hood. "Configuring" the thermostat is a part of the repair service.

  

  Business Response

  Date: 12/27/2022

  **************,

  We are very sorry that you are unhappy with your service and pricing. Our service fee is to send ************** to your home and diagnose your unit per system. Our technicians are in fully stocked trucks and trained on a weekly basis. Once the technician finds the issue to make the repair the tech must price the work. In your case your thermostat required reprogramming to allow the communication to your equipment to function properly.

  Thank you

  *************

• Initial Complaint

  Date:08/10/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I am hoping you can help me with a problem with Blake Brothers Plumbing, Electrical and Heating. 1. How you can help?: I am trying to get the company to refund a maintenance contract amount, purchased at the time of the original sale.2. The issue: I purchased a Lennox Air/Heat pump from Blake. I later found that I have/had problems due to being up-sold from my previous unit (older equipment, still functioning, not compatible with newer unit, was not aware nor was I offered a choice, requires 4K plus labor in addition to the new unit) costs already tendered. 3. Straw that broke the camel's back: I had a problem, called Blake, the servicing technician was not able to fix the problem. He said that a son of mine had screwed up wiring and required a senior technical to fix the problem. The senior tech came out, did not fix the problem and was provided an estimate for $4000. 4. Problem resolution: I called another company whose technician fixed the problem in 10 minutes. It took a reseat of a wire from a thermostat to the computer board the regulates the heating/cooling system. 5. Why am I asking for the refund? a. I was upsold, sent a fairly expensive quote to fix, the requested help to fix a problem to my son's area was left unresolved. The quote may have been the right solution but never would have had the problem if I had been sold the right unit in the first place. This was an unfair / deceptive business practice in my opinion (I believe is being encouraged by Blake Brothers). I personally have no faith in them.b. I have tried to get the refund, calling three times and talking with a manager who always has to talk with a regional manager. The return call hasn't happened yet - have called back multiple times.6. Bottom Line: I would like Blake Brothers to refund my maintenance agreement and they go their way and I'll go mine. They have proven to be inadequate in all respects of conducting business.7. Might you be able to help?

  

  Business Response

  Date: 10/04/2022

  Dear **************,

  I am very sorry about your experience. We have been trying to reach you via phone and would like to get this reconciled to your satisfaction. If you can call our office at ************ and ask to speak to ************ am sure we can get this matter handled.

  Thank you so much,

  *************

  General Manager