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:01/27/2023

  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.

  1/12/2023
  My fiancé and I were installing a new toilet in the bathroom. We had to turn the water off while doing so and when we turned it back on our pilot light was out. We tried several times to turn it back on but were having trouble and were never able to relight it.
  
  1/13//2023
  We tried to light the pilot ourselves again but to no avail. Our real estate agent suggested we call the Hoffman Brothers. I called and they were able to come out that afternoon. Their customer service rep said that we would be charged $95 for them to come out and possibly more for any equipment or supplies they might use, which was perfectly acceptable. The tech came out immediately lit the pilot light (took less than a min) , then spent several mins trying to talk us into a membership that we had expressed we could not afford. After which he went out to his vehicle for about 20 mins and came back to give us an estimate on a new water heater. We were charged an additional $201 for the tech to test the heater and pilot which he did not do and did not explain to us at all.
  
  Thus, my complaint is that the we were charged for work that was not done or even discussed.

  

  Business Response

  Date: 02/06/2023

  We reached out the customer and explained that we provided the options. We then were made aware that the customer wasn't aware of the charge until the options were presented to them, and so we went ahead and refunded the customer the $201 they paid to Hoffmann Brothers. The refund was issued on 1/30/2023 by credit card. Customer appreciated the response and this has been resolved.

• Initial Complaint

  Date:11/17/2022

  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 LG refrigerator/freezer was not cooling well and I called the manufacturer. They recommended Hoffmann Brothers. A technician came out, charging me $95 for the visit. He did a very elementary diagnostic, using no tools other than sticking his hand in the freezer and looking underneath with a flash light. He told me, based on this incomplete diagnostic, that the compressor was out and I would have to replace it at a cost of $1700. He didn't check the panel on the back of the refrigerator.

  

  Business Response

  Date: 12/09/2022

  I spoke with ***** our Appliance Department Manager. He reached out directly to the customer and left a message to talk with him and also to notify him that we will be refunding his $95 diagnostic fee in the form of payment that the customer paid with. We went ahead and processed the refund with our accounting department on 12/7. We apologize for any misunderstanding and that our technician didn't explain in more depth to what the issue was during his diagnosis. 

• Initial Complaint

  Date:11/02/2022

  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.

  10/31 I called and requested they come to my home to install a dryer and remove the existing one from lower level of home. New dryer was already downstairs. Could not give me a time on 11/2 so my grandmother had to be home for them as I work. They could not quote me over the phone but for 95 they come out and provide that. They charged 533 for a install and removal. I called and was escalated to a manager, was told I would get a call back form one same day- never did. Called back and was told that manager said she is logging off and unavailable. Was also told their prices are set which is a lie because there is no where to find said set prices and they could not provide me with a quote over the phone as prices are not set! They took advantage of my grandmother and GROSSLY overcharged and then proceeded to not contact be back as stated, as well as lie about set prices. They cannot get away with taking advantage of elderly people as well as refusal to rectify a situation AT ALL.

  

  Business Response

  Date: 11/03/2022

  *****, our Appliance Department Manager called the customer the same day we received this complaint. We discussed the situation, apologized and offered to refund the customer $282. The customer was pleased with this outcome and thanked us for our response. We will be sending the customer a check for $282.  

• Initial Complaint

  Date:10/19/2022

  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,
  
  ***** & *************************owever, he did request a $95 service fee for coming out and providing the quote. Not wishing to put this most polite technician in an uncomfortable situation, we paid it and he left. We are filing this complaint for poor business practices. We most certainly should have been informed that if the job requires two technicians, it would be a flat fee of $1,200. Had I been given this information, I would never have scheduled the appointment! It is simply wrong to charge clients a service fee after declining to provide known pricing information when asked. We are requesting a refund. Thank you for the consideration.

  

  Business Response

  Date: 11/03/2022

  We contacted this customer but were not able to get in touch with them. We did leave a message today that we will refund the $95 service fee to the customer. We submitted that payment to our accounting department who will be mailing a check.

• Initial Complaint

  Date:09/20/2022

  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.

  8/30/22: We hired Hoffmann Brothers to repair a 14 month old GE french door style refrigerator that was not staying cold in the refrigerator compartment only (freezer was staying at temperature). Fridge compartment was approx 44F & the freezer was 0F. Without any diagnosis, the repairman said it was a condenser fan & replaced the fan. He said to give it 24 hours to get cool after the fan replacement. Total charged by Hoffmann - $508.00.
  
  9/1: The fridge did not cool off, so the same repairman from Hoffmann returned & after tinkering around with the fridge, he advised calling GE as he didn’t know what was wrong, but that it was likely the sealed system, which should still be under factory 5 year warranty anyway. He came in the morning & by 3:30pm the freezer was no longer cold & the refrigerator never cooled off. Hoffmann Refunded $354.00,
  
  9/3: Repairman from GE comes out & finds a broken section of copper tubing on the compressor which had allowed all the refrigerant to leak out (attached photos), as well as a pool of oil. He says the GE warranty is null & void due to the fact that it was obvious someone else had touched the system. He recommends calling Hoffmann Bros back to repair the damage. Total Charged by GE - $109.95.
  
  9/6: Hoffmann Bros sends out the original repairman & a senior repairman. They claim they have no idea how the copper tubing was broken & proceed to replace the copper tubing & to add half a pound of R134a refrigerant. They do not use a vacuum or replace the drier, even tho the sealed system has been exposed to moisture in the air for days. They say it could take 24-48 hours to cool down, but the temperature does not change inside the fridge or freezer.
  
  9/12: GE returns and states they cannot touch the fridge now.
  
  9/15: Called Hoffman Bros and asked for a manager to call back. Was promised someone from the Customer Concern Dept would return my call within the next day. Never received a call.
  
  9/17: Purchase a comparable new fridge for $2,848

  

  Business Response

  Date: 04/10/2023

  The customer had a refrigerator that was not cooling at all. We replaced the fan motor, total cost was $508 (invoice *******). Customer called us back out and said refrigerator was still not cooling (invoice *******). We asked him to call GE since it was still under warranty. He had the manufacturer out and they told him they would not touch it as the fridge had been tampered with. Customer called us back and we explained to the customers that we didn’t tamper with anything, we merely tried to fix the problem (invoice *******). We offered the customer a full refund what the customer paid for the work that we performed. The customers wanted us to pay for the new refrigerator, and we declined to do so.  

• Initial Complaint

  Date:08/01/2022

  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 accepted the $200 to replace my ladder not that the dryer was fixed.  They could only send the same guy which was not going to happen.  I was on the phone with the hospice nurse for my husband or would have been watching him.  My reason for the complaint was so that others would know to watch everyone that comes into their home to fix something.  If this man had not stolen from me, I would accept the cost and know that it was a *********** to me about companies.  He did steal my ladder.  I am sure they have many employees that are honest but buyer beware.  

  

  Business Response

  Date: 08/22/2022

  Hoffmann Brothers was able to reach out and speak directly with *********. We were able to come to a resolution with the customer. ******************** refunded ********* $200 for the dryer vent cleaning costs from her original invoice. The customer was thankful for the resolution.