Complaints

This profile includes complaints for Hoffmann Brothers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hoffmann Brothers

  1025 Hanley Industrial Ct Brentwood, MO 63144

  
• 

  Hoffmann Brothers

  2043 Woodland Pkwy Ste 100 Saint Louis, MO 63146-4235

  

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:07/07/2025

  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.

  Can you please re-open this complaint. It is not resolved.e liner only went 9 into the wall. So, this is how we were aware that the 40 foot flue liner had never been installed, only the top portion and bottom 9 had been installed. This is a clear instance of fraud.

  

  Business Response

  Date: 07/11/2025

  Our Vice President of Operations is in direct communication with the customer. 
  

  **** I am happy to come out next Tuesday at 1:30 PM. Let me know if that works for you.
   
  I understand that you have filed both a BBB Complaint and a complaint with the Attorney General. I want to share my perspective on the situation before coming out. I have copied the AGs office on this email.
  Here are some notable items that help with the framing of my perspective on the situation:
  We installed this equipment 25 years ago in 2000 for the previous homeowner, ** *****. No money or contract was exchanged between you and Hoffmann Brothers. This is the first time we have heard of any issues relating to the installation.
  According to Zillow and Trulia, this home was built in 1898 (127 years ago). This house is also directly in the path of the tornado that just came through ********. When this is compounded with the age of your chimney, how has impacted the damage that you are claiming we are responsible for?
   
  I dont think its fair for me to accept responsibility for chimney issues on a 127 year old masonry brick house. Age, weather(tornado that just went directly over your home), flu gasses, etc have been affecting this chimney for 127 years. The issues you highlighted with tuckpointing in your complaint are commonplace in houses of this age regardless of all other circumstances.
   
  Aluminum flue liners that are dropped into chimneys like this only have a ***** year life span. Over time they deteriorate. Additionally, in masonry chimneys of this age, it is very common that you cannot drop a flue liner because it will cause more damage to the chimney by pulling it through. Since you arent the one who purchased the boiler and flue liner from us, I dont know the context of what conversations happened back in the year 2000 between the homeowner and our team members walked through this installation. There are offsets in chimneys that you cant get around and it looks like the metal chimney support that attaches it to the house goes right through the middle of the flue. These items arent determined until a professional comes out and cameras the chimney. If this is the case, it would have been difficult for anyone to pull a flue liner past this bar. From the pictures you provided it looks like there is an existing **** flue liner that is in place. Again, since I have no context and the team members that installed this back in 2000 are no longer here, I dont feel comfortable take responsibility. This is the first I have heard anything of this issue since we installed the equipment 25 years ago.

• Initial Complaint

  Date:05/24/2025

  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.

  I want my money back 

  

  Business Response

  Date: 05/28/2025

  Left voicemail regarding concern for the owner and tenants 3x regarding BBB complaint from the tenant. We have been to the property on 4 separate occasions for the same standard service under our $95 Main Drain Opening Special. This service includes sending a trained drain professional to assess and open the main line, along with a complimentary camera inspection once the system is draining. The visits that were completed were able to get the drain open an flowing and provided options.
  Owner was onsite during last visit
  
  Technician notes from last vist 4/13/2025: ***** was present during the inspection and saw all of the issues, including the broken cast-iron and root infiltration through clay ********* He expressed interest in both short-term and long-term solutions. Ton stated that he had to leave but would be reviewing the options I send via email. He mentioned he has a busy day and may not be able to review them until tomorrow. I will be following up with ***** tomorrow afternoon to review the options and determine how he would like to proceed with scheduling.
  
  
  
  Visit 2 12/2023
  Estimate: Install pipe lining into sewer.
  Open
  $11777
  
  Estimate: Cable clean sewer
  Open
  $483
  
  Estimate: Hydro jet clean sewer
  Open
  $1895
  
  Visit 4- 4/15/2025
  
  Estimate: Install pipe lining into sewer.
  Open
  $12172
  
  Estimate: Replace sewer from inside foundation wall to yard trap.
  Open
  $13705
  
  Estimate: Hydro jet clean sewer
  Open
  $1995
  
  Estimate: Replace sewer from inside foundation wall to bad root infiltration
  Open
  $9830
  
  
  
  Unfortunately, due to the severity of the ongoing blockage,a full resolution requires additional work beyond the scope of the initial special. We have explained this in detail during our visits. At this time, we will not be issuing a refund, as the work agreed upon was completed as described. We encourage the property owner to review the estimates provided to move forward with a long-term solution.
  
  
  
  

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair 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.

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ***** look like. I dont think you would do this in ************. His higher *** obviously told him to do this. Very unethical and very unprofessional. Would you make me buy you a tool box because you dont have the right wrench. Its part of your job

  

  Business Response

  Date: 05/16/2025

  The system was not installed by Hoffmann Brothers, but rather by an independent contractor hired by the customer. We explained to the customer that ******************** does not discriminate against anyonewe are a people-focused company committed to treating all customers with fairness and respect.
  The options provided to the customer are the same options we offer to every customer, based on our standardized price book that all of our field professionals follow. The customer was under no obligation to accept the service or the quote provided.
  Its important to note that no repairs were performed, and the only charge was our standard $95 service fee, which we clearly explain during the initial call. However, in an effort to support the customer and go above and beyond, we refunded the service fee as a goodwill gesture.

• Initial Complaint

  Date:11/09/2024

  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.

  I purchased an HVAC system from them in 2020. An equipment interface module went out, a warrantied part, and they wont replace the part unless i join a memebership. I asked the tech what the quoted time to replace the part and was quoted 1.5 hours. He didnt know the hourly rate and said that the warranty plan would cost more than what he was quoting me. None of it made sense as the part is a warranty part, so i declined. I called their number and spoke with the person that handles their calls. She informed me that their labor rate is $220 an hour but couldnt explain how the **** came up with almost $600 for a quoted $330 1.5 hour repair. They are dishonest in their practices and i just wanted them to fix what they installed without joining some membership!

  

  Business Response

  Date: 11/13/2024

  We reached out to a client following a quote we provided that included a membership option through Hoffmann Brothers, covering parts. The client was frustrated that we didnt simply offer an hourly rate plus parts, which is more common in their industry as they are a contractor. They also expressed that the membership seemed "pushed" on them and felt it implied criticism of their business practices. During my attempt to explain the reasoning behind our flat-rate pricing model, the memberships benefits (like simplified parts access), and our aim for transparent and fair pricing, the client repeatedly interrupted and eventually disconnected the call. Later, they called back, spoke with another member of our customer care team, and received a refund of the $95 service fee, which left them satisfied.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair 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.

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 

      A Hoffmann Brothers representative contacted me to discuss this compliant. We had a candid conversation and he agreed to hire a company that specialized in waterproofing solutions to correct the issue and resolve the problem. The Hoffmann Brothers representative even recommended three companies they have used in the past with successful results with similar issues. I contacted one of the three recommended companies and scheduled an appointment to have the area in question repaired last week.

      I was pleased Hoffmann Brothers honored the original warranty and agreed to pay for the repair. I want to note the plumbers who did the main line repair did a professional job and there were no issues with their plumbing tradecraft, they were also very friendly, professional and respectful throughout the project. The issue was the foundation concrete around the main water line which Hoffmann Brothers does not specialize in. I have used Hoffmann Brothers for other home appliance issues and will continue to use them in the future given their professionalism and customer service. 

  Thank you, 

  ******

  eed the patch had not held and ** was responsible to make it right under the one year project warranty. ** gave me two options: 1) Hire a foundation expert company to make the necessary repair and HB would pay for it. or 2) ** would do the entire patch project over again. I selected option 2. August 16, 2024 - HB sent a junior plumber to make the repair using the same method and material as the initial repair project. HB did not follow-up after the repair. November 5, 2024 - Water leaking around main water line again. Called ** and spoke with **** who asked for pictures. **** asked, If I had a sump pump in my basement? I immediately knew ** was looking to transfer liability. **** then told me I needed to hire a foundation company to make the necessary repairs. When I mentioned the one warranty, she told me HB was "just doing me a favor" when they repaired it the first time". One year warranty expires on November 13, 2024. HB should honor the repair under the one year warranty.

  

  Business Response

  Date: 11/24/2024

  Our Department Manager has rectified this situation and will cover the cost of the epoxy injection around the water service entrance once they obtain those proposals Christian has request to send them to him and will handle getting that either paid to the vendor or reimbursed to the customer. ********* and customer has agreed to the agreement.

• Initial Complaint

  Date:08/22/2024

  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.

  Complaint: 22184021
  
  I reject this response. my A/C Unit is under warranty and ******* refused to honor the warranty of the unit they installed.

  **** was condescending and spoke down to me and raised his voice to which I responded. I never called him a name nor was belligerent. I stated to **** that I might explore other options but decided against that. After the convo with ****, I talked with customer care after and they said they would do business with me and to sign the contract. I called 2 hours later and they said they were ordering the part and would call to schedule me. After my third follow up they stated they didnt want to do business with me. This put me out an entire day of having the ability to find someone else to come out. This put me out of a/c during a heat advisory with indexes up to 109. It put me and my puppy in danger and I feel is extremely poor business practice and extremely unethical.

  I installed the system in 2019 and had them out 4 months later because the heat wasnt working. A second opinion stated that they undersold my unit but ******* claimed it was due to heat loss due to skylights. So, I accepted their word, even though they acknowledged underselling my unit and encouraged me to upgrade my heating package to a higher level. Also, there is record of me calling in to complain about the blower. I called in June 2024 and the agent at ******* told me units just act up sometimes and that I could just wait to see if it happens again and call them back. There should be a recorded call at *******. Well, it fully went out in August, just 2 months later. The tech came by and said motors shouldnt go out that soon and it could be a lemon.
  
  I contacted the manufacturer over the weekend and they told me I was still under warranty. It is a 10 year warranty. They said they have no record of ******* calling in to check the status of the warranty. I feel like *******, who installed the unit, was being fraudulent and trying to take advantage of me by telling me that I was not under warranty and initially quoting me $2,000 to fix it. Im confused as to why they were refusing to honor the warranty and were charging me which would have potentially prevented all of the claims above.

  I am requesting reimbursement for service fees ($99) for having to have a new company out since they refused to honor the warranty, the cost for a portable A/C unit I had to purchase while waiting for another company ($450), past costs they charged under warranty due to incorrect sizing and incorrect part installation outside of manufacturer recommendations ($430).

  ound the motor had blown and quoted me $1498.64 to fix it. My warranty had just expired the month before and the tech said I could have a lemon as it was uncommon for motors to blow after 5 years. I complained and had a really bad experience with their field manager speaking down to me. I expressed my frustrations and, decided to move forward, as it had been 85+ degrees in my house for a week. I signed the work order, called them to schedule an appointment and waited. 2 hours later I called and they said they had ordered the part and were just waiting for scheduling. I called again hours later, they said we decided to not do business with you. This put me back to square one having to find a new company. Im so frustrated. I even begged them to help relieve me and my dog from the excessive heat and they said no due to their morals as a company. Im now days away from a solution since they refused service. *** encountered so many problems and am seeking refund or replacement.

  

  Business Response

  Date: 08/26/2024

  The customer called regarding an issue with the ** unit we installed a little over 5 years agothe blower is not working. Our field professional inspected the system and provided options for repair. However, the customer was not happy because the warranty had just expired. Both the field professional and the field manager, ****, explained why the system was no longer under warranty, but the customer was dissatisfied with the explanation.
  The customer claimed that the system had never worked properly since installation, but **** noted that the customer had never contacted us about any issues since the installation and had not performed any maintenance on the system. This was also explained to him by our field professional. We've only been to the customer's house three times this year for unrelated issues.
  During the conversation, the customer became unreasonable with our field professional, customer service staff, and field manager. He was belligerent, resorting to name-calling,raising his voice, and being condescending. **** offered the customer $500 off *********************** and waived the service fee, but the customer refused and demanded that the *********************** be done at no charge.
  **** also suggested that the electrical system in the building could be causing the HV** unit's problems,but the customer dismissed this possibility. The customer then stated he no longer wanted to do business with us and would contact another company. **** informed him that this was his choice, reiterating that the warranty had expired.

• Initial Complaint

  Date:07/15/2024

  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.

  Complaint: 21983530
  
  I am rejecting this response because:  I feel that due to their failure to repair our ac unit and then refused to come back out, it was necessary for us to purchase two portable AC units at a significant cost.  We are seniors and this was an extreme hit to our budge.  Had they repaired it properly or come back out and fixed it, we would not have had to purchase them.   I know they have offered to refund their repair bill and offered an apology which is appreciated, but I still feel they should cover the expense of the portable ac units.  The manager said to return them, but ***** is not going to take them back.
  
  
  
  Sincerely,
  
  *********************** had they fixed it like they said they did, I would not have had to buy them. Then I feel since they WOULD NOT send someone out right away, they should also pay for the repairman I had to call in to do the job they failed to provide. So I am seeking funds for that also. What happened when the ** repairman came out that he said Hoffmann Brothers put in the wrong size of capacitor. He said it was supposed to be a 7.5 and he put in a 10.0 and it burned up our motor. He had to replace that and the capacitor for a cost of $550.00. so I feel since Hoffmann's repairman put in the wrong size unit and caused the motor to burn up, they are responsible and since the capacitor they put in was incorrect, I should not have to pay anything. They didn't fix the ** and caused more damage. To leave customers, especially 76 seniors, stranded like this is unacceptable. Then they advertise that they help Stray Rescue, a dog rescue, and my dogs are here panting and overheating.

  

  Business Response

  Date: 07/15/2024

  Hoffmann Brothers apologized for any inconvenience this has caused the customer and are working to make it right. Hoffmann Brothers has refunded the customer $403.70 for our ********************** services completed. 

  

  Business Response

  Date: 07/15/2024

  Hoffmann Brothers did look up and check with the manufacturer that the start component we installed did not burn up the motor and was the correct part. We explained to the customer over the phone that motors can run run for a while, then the bearings can seize up and stop. The technician may see that the capacitor is weak at that point. Once the capacitor is replaced, the motor will start again and run for an hour ad seize up. Since the part replacement didn't work, we offered to refund the total repair, which was $403.70. We are sorry we were not able to get back out to the customer's home that evening, but we did have the customer scheduled for the next day for us to come back out to diagnose, which the customer cancelled. The customer did not purchase the portable ACs from Hoffmann Brothers, and will need to go back to the store to see if they are able to return their purchase. Hoffmann Brothers has refunded the full amount the customer paid to us and does not owe the customer additional refunds. 

  Customer Answer

  Date: 07/16/2024

  Complaint: 21983530
  
  I am rejecting this response because:I was told by the repairman that came to the house that the wrong size capacitor was installed and it burned up the motor.  Now Hoffmann said they did not.  So it's their word against the repairman who actually fixed the unit.  If the correct size was installed then why did the unit never work and when I came home the temperature was very high.  I tend to think that the repairman's reason on why the motor burned up is correct.  If Hoffmann doesn't want to honor their mistake, I feel the motor issue was directly caused by Hoffmann's mistake.  I don't think a motor would be ok and 2-3 hours later completely be burned up.  I understand, but I do not accept their response and will not use them going forward.  I have to go to who came out at a moment's notice and fixed the unit.   Not the repair company who came out and did not fix the unit and refused to come back out.  Also, they said they would put me on the list...no given time was given to me as to when they would actually be out.   Again, we had to purchase the units because Hoffmann said they would not come back out that day and we didn't know if we could get anyone else to show up.   We are 76 and my husband has had a heart attack and extreme heat could be detrimental for his health.  We also had three dogs and they were getting overheated.  
  
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/11/2024

  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.

  When I moved to my new house, you get a free annual furnace check and a free annual air conditioner check because it kept running and running and I wanted to make sure it was ok. The tech said it needs Freon. I got a home protection plan, called them and asked if ***** was covered and they said yes. He put the Freon in and was instructed to call them back and put him on my speaker phone. The guy at my home protection plan asked why did I need Freon and the tech said lack of maintenance. I had to pay Hoffmann $300 for their service. I was upset with them about this. When I called their office they said they don&#**;t work with home protection plan companies. I told them their tech never told me this. The reason an air conditioner would need Freon is because there is a leak. There was never a leak. No one told me that they don&#**;t deal with home protection companies. I asked how much longer do I have on my contract with them and they said they only expect me to be on it for 6 months. I told them I am cancelling them for not being upfront with me. I called my bank and they still took the $34 out of my account. I had to call them again about this. The rep from H35**36363232353636H said it will take 3-5 business days to get a refund. They are very shady and very expensive. I want a refund of $146.00 for the freeon.

  

  Business Response

  Date: 07/15/2024

  Hoffmann Brothers has spoke with the customer and explained our Home Protection Plan maintenance program as well as not working with insurance companies. We apologize for any miscommunication and have refunded the customer $146 for any misunderstanding. 

• Initial Complaint

  Date:05/12/2024

  Type:Service or Repair 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.

  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. They were very helpful, professional and I will absolutely continue working with them as long as all terms of agreement are upheld.
  
  Sincerely,
  
  *************************************sponses a business pays attention to are formal complaints through the better business bureau. Therefore, we are unfortunately here trying to simply get the service we pay for because calling the business directly is not effective.We are open to continuing to work with Hoffmann Brothers but need an alternate route to engaging with the maintenance plan, or, a number for customer service that will actually handle our account properly.Thank you,*****

  

  Business Response

  Date: 05/28/2024

  Hoffmann Brothers has addressed the customers concerns regarding the ladder fee. Since the air conditioning unit at this customer's home is in an unsafe area for one professional to work on alone, we explained to the customer that we need to have two field professionals out to service the unit. We have not charged the customer a ladder fee in the past, but explained to the customer that this is the fee we usually charge for two field professionals with the ladder and noticed that the account needed updated to charge the account correctly moving forward. The customer has agreed to the ladder fee and accepted Hoffmann Brothers resolution. 

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair 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.

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

  

  Business Response

  Date: 03/08/2024

  Hoffmann Brothers is sorry for any delay in response and will make it right with the customer. We have scheduled a revisit with the customer to inspect the damages. We are sorry for the inconvenience and are working to make it right.