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:12/14/2023

  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: 21007691
  
  
  
  I am rejecting this response because:
  
  
  
  Hoffman Brothers DID charge me for the duct cleaning inspection fee.  The same day both via email and paper invoice.  That has been resolved subsequently but it DID happen.

  The thermostat issue has NOT been resolved and it is demonstrably FALSE that it is not connecting to "my internet".  It has connected fine to "my internet" on THREE separate physical routers, one mobile hot-spot (entirely unrelated to my home ISP or any router) and 5 SSIDs.  

  The thermostat works "fine" for a 1995 $20 off the shelf progrmmable thermostat but this is 2023 and I made abundantly clear that app connectivity was paramount with what I had working just fine (ecobee) several hours before.

  Bryant factory rep, as intermediary with whoever it is they have googling the same things I googled weeks before, is responsive but there has been zero progress and zero potential for resolution.   People even had me go buy another $20 20 year old tech router based on some random YouTube video.  For a $23k purchase.  And guess what, that didn't work either!  (And yeah I found the same nonsense video weeks before but figured I'd give it a try just so I could all exhaust all possible options.)

  Product is not as advertised or promised.

  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 12/27/2023

  Hoffmann Brothers did not charge the customer for the duct cleaning inspection fee and the customer does not have an outstanding balance for this. Hoffmann Brothers has been working with the manufacturer on the thermostat issues. The Bryan/Evolution thermostat is not connecting to the customer's internet and the manufacturer is working to resolve the router connectivity issue. The thermostat is working, just not from the customer's phone. Our Quality Control Manager is working to resolve all thermostat issues with the manufacturer, since this was not the fault of the Hoffmann Brothers HVAC installation team.

• Initial Complaint

  Date:11/30/2023

  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.

  I have accepted a full refund, however I feel there are others out there that experience the same as me, but not as technical nor as diligent to pursue. I like for Hoffmann Bros. to provide me

  Their billing practices and how 30 minutes labor and a $50 part cost $410.61? I want a breakdown.

  What is their hourly fee and are how are estimates determined?

  Why their invoice are vague, part, labor and tax cost are not listed. see attached

  Why they can't give customers estimates over the phone on a simple compressor repair, to avoid the $100 fee.

   

  nking, so much for being a full service Business). Then I mentioned I had oven problems and told there would be another $50 service charge that would be applied to repair. I explained there were two problems with the gas oven. It wouldnt lite, but if I lite the broiler first and let it heat up, then try the stove I could get it oven to lite. Then when oven reaches temperature, say 350, the stove wouldnt maintain 350, meaning the oven wouldnt kick back on. Wanting to get my appliances fixed or replaced, I set up and appointment. 11/15/23 The technician arrived, first looked at the fridge, took a picture of the model number, told me ** are know for this, he looked up compressor part and quoted me a price that was the price of a new fridge. So I declined the repair. For the $100 dollars no diagnostics was done and he didnt even plug it in.Then he moved to the oven and I explained the 2 issues mentioned above. He determined it was the oven heating element. I asked will replacing the heating element fix the problem of the oven not maintaining temperature and he said yes. He gave me a quote of $361 to repair, and Im thinking that would be minus $150 and agreed to repair. That was not the case and I paid anyway. The tech was on site for a total of 30 minutes and later I got to thinking I paid $361 for 30 minutes of labor and a 50 dollar part. That evening I went to cook a pizza and oven wouldnt maintain temperature. 11/29 the tech returned and heated the oven to 350, and then hed hold the door open to cool oven down. He did that 3 times and it re-ignited each time. I told him that I dont **** that way leaving the door open. Im thinking this isnt a good test. Why doesnt he have a thermometer? Isnt there some designated temperature oven drops before it kicks back in to maintain desired temperature that he should be checking for? He also mentioned he couldnt spend hours trying to get it to fail. After his third test I told him to leave the stove on and Ill test with oven door closed. Here are my results.12:25 dropped to 275 without kicking on 12:50 dropped to 230 2:20 dropped to 220 without kicking on In summary I was charged $100 to diagnose fridge when no diagnoses was done or needed as the tech knew it was the compressor. Yet no estimate could be given over the phone with the same model information I provided. The tech Quote was $1579 to repair which of course I declined.Hoffmann **** wouldnt work with ** to get warrantied part, that was put on customer to get refund.Charged $50 for a misdiagnosis of stove problems Charged $361 in repair for 30 minutes of labor and a 50 dollar part that didnt resolve both problems. 2nd visit the tech failed to troubleshoot oven problem correctly. Tech said he couldnt spend hours trying to recreate problem, yet his total time on site was just 30 minutes. Didnt think I was asking much.Invoice vague, without any part or labor cost, nor tax listed.

  

  Business Response

  Date: 12/01/2023

  Hoffmann Brothers spoke with the customer this morning and have come to the resolution of refunding the whole amount back to the customer. The refund process has been initiated with our accounting team. We are so sorry for any miscommunication throughout the service process and are happy to make it right. Thank you.

• Initial Complaint

  Date:10/26/2023

  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 had Hoffmann Brothers come out because a little piece of plaster had fallen in my living room and my sink was stopped up. I called the Agency on Aging and they said to call Hoffmann Brothers. I talked to Tony and he said I needed a plumber to fix the stopped up sink and the toilet that was leaking water. He gave me an estimate of $2,200 to fix the leak and the sink, the toilet was leaking. I paid for it. He came out and it was misdiagnosed. They said that it was not leaking from my toilet and more plaster had fallen in my living room. They said the sink was backed up to the sewer line. I had to pay them $2,220 and called them for a refund and had to pay for the other company that I had to hire to fix their mistakes - $529.00. In the meanwhile, they sent another guy for the leaking toilet. We heard a big bang and half the plaster in my living room fell down. They didn't fix anything, I have holes in my living room and half the plaster is down. I had to get someone else to fix it. They made matters worse than they were before they came to my home.
  
  I would like a refund the money I paid to them and the money I had to pay another company to fix their mistakes.

  

  Business Response

  Date: 11/10/2023

  Our plumber was out on 5/25/2021 and gave three options including the kitchen stack replacement, toilet replacement, toilet rebuild, or the stack on it's own. Customer chose stack and new toilet. Our plumbers returned on 6/4/21 to complete the sold work. Over a year later on 6/15/2022, the customer requested Hoffmann to come out for a leak in the ceiling. The plumber flushed the toilet multiple times before he got a leak to show. He pulled the toilet, reset it with a new wax ring, then tested for leaks. The plumber found lead piping and noted if the issue continues then some of the lead lines will need to be replaced, which invoice states. The customer called Hoffmann Brothers again on 9/9/2022 about a concern about the toilet leaking. Our plumber was not able to get the toilet to leak, but did leave an option for a stack replacement.  

  Please see photos included, where you can see that the piping is in rough shape. Since we could not find an issue with the toilet, the issue more than likely is in the drain piping, which is buried under a mud set floor in the bathroom with no way to visually see it. 

  For the ceiling damage, please see photos on the shape it's in. Our Plumbing manager does not believe that the toilet we replaced caused this amount of damage and staining to the ceiling in a short period of time, as this type of damage is caused by something bigger that has been happening for a long time. You can also see blistering in the plaster wall in the same photo. We have not charged additional costs to the customer and have provided options to replace the entire stack to prevent any future leaks. 

• Initial Complaint

  Date:10/20/2023

  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: ********
  
  
  
  I am rejecting this response because:
  Again, we were given a total amount for Freon. Nothing was said about a fee of 350.00 for diagnosis. We believed this was the cost of the Freon, when in reality it was not. That is why we asked for an itimized receipt. We wanted to see the receipt before we allowed them to come for our paid for, fall check up. They only offered a $200.00 refund. At this point we do not want anyone else from their company coming out, as we really have lost trust in their practices. We also feel they need to change their practice and show customers exactly where their money is going. We want the full amount of the overcharge for the diagnosis as nothing was diagnosed. Just a probably you have a leak. 

  
  
  
  Sincerely,
  
  
  
  **** *******

  check-ups/year. When we set up the fall check, my husband asked me to see the itemized receipt they emailed us. There was no itemized receipt, just a bottom line figure and our $49.00 diagnosis fee. I called Hoffman Bros and asked for the receipt, They informed me that's all they give. They passed me onto a specialist. *****, the specialist gave a bit of a breakdown. $49.00 for service/diagnosis fee, $352.75 for leak detection. We were never quoted this individual cost. When speaking to another specialist, ****, he informed me if they broke it down we would probably owe them more money. All we wanted was to know up-front how our money was being spent. In their words, they don 't break it down. They use flat rate from a book created by Hoffman Bros. We don't dispute the cost of freon or adding freon, we dispute paying an extra $352.75 above the $49.00 diagnosis fee and not being told up front about it.

  

  Business Response

  Date: 10/23/2023

  We are very sorry for any inconvenience in regards to this service visit. We appreciate the details provided and spoke with ***** and **** in regards to this complaint. We do have a signed invoice for the option to recharge the unit with refrigerant, so according to our records this was viewed, approved and signed by the customer. We also offered a refund or for an additional field professional to come out and provide a 2nd option, which were declined by the customer. Additionally, we provided pricing breakdown, as requested by the customer. Our field manager, ****, did also speak with the customers who noted that they did approve the refrigerant option because of the weather at the time, which was 100 degrees. **** further spoke with the field professional, who was out months ago, in regards to this service and noted that we stand behind the options provided and that nothing was done wrong on this service. 

  

  Business Response

  Date: 11/10/2023

  Hoffmann Brothers has a signed invoice with a line item that states, R410 refrigerant charge up to 3 pounds with leak search, which the customer signed for approval of the work back in August. Hoffmann Brothers professionals work out of a price book at a flat rate cost, so there are no surprise charges once the customer approves the work, but still sent an itemized receipt to the customer. Hoffmann Brothers still stands behind the options given and presented to the customer, for this was not a diagnosis, this is a leak search, which was presented to the customer verbally and on the signed invoice.

  Customer Answer

  Date: 11/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  They overcharged us, and admitted that by offering a $200 refund. 
  

  Again, we were never shown a leak, it was “assumed” by the technician who said it was “maybe, possibly the coil”, but never showed us any leak. Therefore, there was no diagnosis, just added Freon. We were under pressure because it was 100 degrees out and were presented with the iPad to sign in order to “add Freon NEVER did the tech say he did a leak check  it was always maybe, possibly a leak  

  Its a shame this company does this to people. 
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:10/17/2023

  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.

  The technician asked if I turned the power off, after he installed the latch. I never shut off the power prior to this. He was having difficulty putting the door back together and broke the control panel during this time. He asked me if the electrical panel tripped because he couldn’t figure out how to get the machine to turn back on. I then asked if he wanted me to switch the breaker off and back on, which I did at the Technician’s request. He then said switching the power off broke the control panel. It was broken prior to switching the power off at the breaker box. Their fault, not mine!

  

  Business Response

  Date: 10/19/2023

  Hoffmann Brothers has refunded the customer the $95 service fee. The refund check was mailed on 10/16/2023. When the control panel shorted out after turning the power back on to the dishwasher, the customer declined additional repairs or replacement. Our Appliance Field Manager offered to send a different professional out to verify the issue with the dishwasher, but customer has declined further communication. The original professional onsite recommended replacement due to the age of the dishwasher and limited availability of parts. No other payment was collected outside of the $95 service fee, which has now been refunded to the customer. Hoffmann Brothers is still able to send a different professional out for a second opinion if the customer desires. 

  

  Business Response

  Date: 10/23/2023

  Hoffmann Brothers has refunded the customer the $95 service fee. The refund check was mailed on 10/16/2023. This was the desired outcome as stated by the customer and the only payment collected available to refund, so if there is another desired outcome, such as sending a second professional to look at the dishwasher, we ask the customer clarify. 

  Customer Answer

  Date: 10/23/2023

  You can mark this complaint as closed.

  ******* Jacquot 

• Initial Complaint

  Date:09/09/2023

  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 was not given an accurate and clear amount of what it would cost to do the entire job. I supplied the bathtub faucet. The entire job is not complete without fixing the drain with the faucet, which is what I thought I was being charged for. After I paid the amount they quoted, they wanted an additional $500 to fix the drain which was not mentioned in the original quote. You really can't use(bathtub) without leaks without the drain being fixed. They should have explained this in the original quote. They left a tacky screwdriver hanging out of the drain, water leaked all in my kitchen. They were so busy trying to sell me a home protection plan with a monthly cost, saying it would give me a discount when it really was not a discount. This incomplete job left water damage my kitchen that is in the process of being renovated.

  

  Business Response

  Date: 09/25/2023

  While onsite, Hoffmann Brothers Plumber provided a few different options, which included an option to replace the tub waste and overflow, but the customer declined this portion of the work. The Plumber proceeded to replace some galvanized piping below the tub and installed the new customer supplied tub faucet per the customer's approval. In the invoice notes, the plumber noted that the customer was aware that the tub waste and overflow is broken. The invoice and the photo of the overflow and how it was left after the plumber completed the work is attached. There was no screwdriver left by Hoffmann Brothers in the drain in the completed work photo. The service plumber did have their field manager onsite during the visit who also confirmed that the option was given, but declined for the tub waste and overflow and that the plumber did not leave a screw driver in the drain as a temporary repair. Our Plumbing Manager has since spoken to the customer and explained what was completed and that the option to replace the waste and overflow was not accepted. We are still able to come back out to make this repair, but this work would be billable. 

• Initial Complaint

  Date:08/25/2023

  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.

  Service Date: 8/21/23
  For same day service of replacing a water heater at a house we are renting out, we were charged $2700.
  Looking online the cost of the water heater is approximately $1000
  Model number gs6-40-bct
  Serial number 2332135199900
  Energy factor 0.66
  The service agent was there for 4 hours (I'm approximating 150/hr x 4 = $600)
  Haul away - I'm approximating at $100
  That leaves $1000 unaccounted for.
  
  We called to ask for an itemized statement. They refused.
  We left reviews and they responded and said they would contact us. They never did.
  If needed, we can provide the invoice.

  

  Business Response

  Date: 08/28/2023

  We have broke down the pricing for the customer. Hoffmann Brothers offers flat rate pricing vs hourly so that our customers know exactly what they are going to pay, no more or less. This way our customers don't have to worry about how long we are onsite to get the job done and receive a larger bill then they were expecting at the completion of the job. For this instance, we broke it down for the customer. We had 5.5 hours for the plumbing onsite and one hour for the parts runner, making the total job hours at 6.5 hours. The material, water heater, permit and disposal came to a total of $1,550, making the hourly rate $176/hour.  The customer also gets a two year parts and labor warranty with the water heater pricing as well. The flat rate pricing was presented to the customer and approved before we started any work, so the customer did have the option to decline to receive other quotes.

• Initial Complaint

  Date:08/12/2023

  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: 08/18/2023

  We have spoke with the customer regarding his/her concerns. We are sorry for any miscommunication, and to make it right we are waiving three months of our Home Protection Plan payments. We did go out on Monday 8/14 to address the customer's thermostat ********************** needs and replaced the thermostat at no cost to the customer. 

• Initial Complaint

  Date:08/03/2023

  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: 08/16/2023

  Hoffmann Brothers does have upfront pricing and charges a $95 service fee for every service call. We are sorry for any miscommunication that *** have occurred and will refund the $95 service fee. Again, we are very sorry and will make it right. Please reach out with any additional concerns.