Complaints

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

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  Brothers Construction, LLC

  127 Aztec Rd NW Albuquerque, NM 87107-2246

  
• 

  Brothers Construction, LLC

  PO Box 6906 Albuquerque, NM 87197-6906

  

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:08/01/2024

  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.

  Roof leaked so bad; it has damage inside walls and floors. 7-12-20-24. Did not ring doorbell or notify me they were getting on the roof. Did not repair. Did not look inside the house.

  

  Business Response

  Date: 08/20/2024

  Dear Mr. & Ms. ********, We are very sorry for the inconvenience caused to you by the roof leaks. And we will do our best to resolve the issue. The owner met with you both on 8/9/24.  He created a work order for the repair and our crew was onsite to complete the repair on 8/20/24.  We hope that this will resolve the roof leak.  Additionally, we try our best to notify homeowners ahead of time that a crew will be coming out to do the repair.  And we are sorry this has not occurred in the past. We will continue to work on better communicating when someone is sent to a property.  Thank you for your patience and understanding. 

  Customer Answer

  Date: 09/12/2024

  MESSAGE AND ATTACHED REBUTTAL FROM CONSUMER: Update 09/12/2024 from consumer: Since submitting the attached rebuttal dated 09/03/2024 the business has come for the inside repairs but they have not been completed. The work they have done is not acceptable. The water ran down the wall, and they matched the paint and he painted the wall. But the paint job is uneven where the water had been running and you can see where the sheetrock was pulled up there is a jagged line. Also they have not completed all of the work. They have not cleaned up the roof as they said they would. The business said that they would make the leak areas look like the rest of the roof and that has not occurred. And they have not fixed the hard wood floors that darkened from the leak. I have tried speaking with the business about this and the girl in the office is not assisting with returning calls to me or having someone call me. I am also still concerned about the roof, and if it is completed properly.

  

  Business Response

  Date: 09/19/2024

  I am sorry you are not satisfied with our attempts to resolve this matter.  I have notified management and they will make arrangements to meet with you again to inspect the work that has been completed and take appropriate action. Thank you and have a great day!

  Customer Answer

  Date: 09/23/2024

  Complaint: ********
  
  I am rejecting this response because: They have not contacted me yet to look at the problem. 
  
  
  Regards,
  ****** ********
  
  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  

  Business Response

  Date: 10/04/2024

  We have scheduled to meet with the ********'s on Monday, 10/7/24. The roof warranty expired in August 2023.  However, we extended their warranty to address their concerns regarding the roof leak. The roof leak was resolved at no charge to the homeowner.  The homeowners request to "clean" the roof is unreasonable when the roof is over 6 years old.  The staining on the roof is normal wear from environmental elements and it has not impacted the integrity of the roof.  Additionally, we have painted several walls in the dining room and a wall in adjacent room.  The homeowner chose the paint color and once work began, stopped the work and said it was not the correct color.  In our efforts to please the homeowner, we bought new paint at our expense.  Once painting was complete, the homeowner stated they were pleased with the work. However, the next day she called and said they were not satisfied.  Therefore, the meeting Monday is to address the painting concerns and come to an understanding for the next steps.  The homeowners added concerns about flooring in the dining room will also be discussed. Thank you and we look forward to resolving. 

  Customer Answer

  Date: 10/10/2024

   10/10/2024To ******** and to whom it may concern at BBB and Brothers Construction, Today at 12:05pm an employee of Brothers  Construction named ***** arrived to attempt to repair wall and ceiling that was improperly repaired before. (See attached photos. The last one is before any repair.)  When he came to assess the damage last week he stated someone who worked on drywall would need to complete the work because he did not do such work.  He said that he painted and would speak to the owner, ****** about the situation.  Today, up on his arrival, I asked him about his stating that he did not do wall repair and he claimed he did not say it.  I reminded him that he did.  His next act was to say, "I'm not arguing with you."  I was unaware we were arguing.  He immediately turned around and walked to his truck and left, despite my asking him to "please" return and told him we had already moved furniture, pictures, etc.  ***** just left.  I hope photos help you see how bad the damage was and is (the damage to the floor has not been addressed in any way).   At this point, I believe we should get appraisals for all the remaining work and Brothers  Construction be responsible for the costs.  This has become an incredibly time consuming and painful mental strain that has simply drug on to long.  The owner, ******, admitted that the roof was not installed properly and that he would make it right.  I only hope this will be resolved in the very near future.***** and *******

  

  Business Response

  Date: 10/21/2024

  Dear ***** and *******, Thank you for reaching out. We
  sincerely apologize for the experience you have encountered with our team,
  particularly regarding the recent visit. We take your feedback seriously and are committed to resolving this matter
  promptly. I will personally ensure that we conduct a thorough assessment of the
  issues you've highlighted. Please allow us some time to review the situation and gather the necessary
  appraisals for the work needed. We appreciate your patience as we work to make
  this right. If you have any further information or details to share, please feel free to
  reach out to me directly via email at ********************************. We value your business and hope to resolve this
  matter to your satisfaction. Thank you for your understanding. Best regards,******

  Customer Answer

  Date: 10/25/2024

  10/25/2024To BBB and Brothers Construction, Thank you to BBB for letting me know about the response from Brothers Construction, as I never hear from them. As to the time limit they mentioned,  I feel that 10 days should be adequate.  They have looked at the damage and know what needs to be done. (The improperly done work inside, the floor repaired where the leak was so bad)  Also, ****** reassured me the roof would be much improved, with no more leaks and no signs of previous leaks. Furthermore, outside on the roof, the braces on the swamp cooler need to be turned ( per conversation with ****** and *******).  I would want assurance also of no more ponding on the roof and no more leaks.  Lastly the work needs to be done by someone we can communicate with as we are not bilingual and much of the time staff and owner at Brothers Construction don't answer the phone or return calls. ***** and ******* 

  

  Business Response

  Date: 11/05/2024

  Dear ***** and *******, Thank you for reaching out and allowing us to address your concerns. We
  appreciate your detailed feedback. After our recent inspection, we can confirm that the roof is no longer
  experiencing leaks, and it appears to be in stable condition. Additionally, as
  the warranty period for the roof has expired, any new issues would fall outside
  the scope of our warranty coverage. However, we remain committed to addressing
  any other concerns you may have and can assist with any non-warranty-related
  maintenance or repair needs moving forward. Secondly, thank you for outlining your communication preferences. Please be
  assured that our Spanish-speaking staff have clear instructions and a
  comprehensive understanding of the tasks they were and are assigned to
  complete, so direct communication with you will not be necessary for them to
  carry out their work. Our team is well-prepared and briefed on all aspects of
  the repairs to ensure that the work meets the expected standards. If any updates or additional instructions are required, a dedicated
  English-speaking team member will reach out to you directly. Lastly, our team is aware of your displeasure with the interior work. We
  will call to schedule a date for repair that is convenient for you, the
  homeowner.  The repair will consist of
  sanding the wall area, applying sheetrock mud and texturing to match as closely
  to the existing texture.  Once that is
  complete, the wall will be repainted. 
  Please have available the paint that our staff left with you after the
  last repair visit.  Thank you for your understanding and for allowing us to address your needs
  efficiently.  Please feel free to reach
  out if you have further questions. 

  Customer Answer

  Date: 12/04/2024

  Verbal Response: Before Thanksgiving **** came by and we went over what would need to be done for the wall. He said that it would take awhile and he was going to go back and talk to some people about the floor. He took more pictures of the floor because he said that he needs to get help with fixing it. He said he would get back to me and this has not occurred. I want to know when they are going to start doing the repairs. I would like this to be done in a timely manner and have it all completed. I have been waiting for these repairs and would like them to be completed before the end of the year. Also, **** said there was not a way to take away the brown on the roof but ***** had said there was a way to do this. I would like to know which one is right and if they can fix the coloring of the roof from the issues that occurred prior. I would like them to get in touch with me at my phone number ###-###-#### for scheduling.

  Customer Answer

  Date: 12/30/2024

  Hi ********,      I am writing to update you about the claim with Brothers Construction.  They did subcontract the work on the wall.  The wall and ceiling look good.  The final painting on the ceiling does still need to be done.  (The person who did the latest work did not have ceiling paint.  He said that Brothers Construction should supply it.)  So at this point the ceiling  paint needs completing and the floor still needs to be addressed.  I have asked **** at Brothers Construction about repairing the floor,  but I haven't received an answer.  That is where things stand now.  Please give me a call.******* and ***** ******** 

  

  Business Response

  Date: 03/10/2025

  Thank you for your message.  Please see the attached response and photos. Have a great day !Dear Mr. and Mrs. ********,I am pleased to hear that you are satisfied with the repairs ***** completed on the wall. As the repair extended slightly onto the roof, the ceiling now requires a touch-up. We have acquired Behr flat white ceiling paint and are prepared to schedule a visit for ***** to paint the repaired section. Please be advised that due to the age of the existing ceiling paint and normal wear, there may be a slight color variation between the new paint and the existing ceiling. To address any potential differences, we will leave the remaining ceiling paint with you, allowing you to paint the rest of the ceiling if you choose. Regarding the wood flooring, after careful review of the attached photo evidence, it is our assessment that the damage is not related to a potential roof leak, and thus, no repairs are necessary on our part. The photos indicate that the wall damage and subsequent repair, marked with a green line, are located approximately 5-10 inches from the edge of the wall/corner, whereas the floor damage is approximately 18-24 inches away. This discrepancy suggests that the water damage on the wall does not align with the location of the floor damage. Additionally, the wall backs onto a shower, which shows signs of missing, cracked, and mildewed grout, as well as damage to the surrounding wall areas in the bathroom, potentially contributing to the floor damage.To proceed, please provide 2-3 convenient dates and times when we can schedule ***** to paint the repaired ceiling area. Thank you for your cooperation, and we look forward to your response.Best regards,**** *****

  Customer Answer

  Date: 03/26/2025

  To: ******** *******     Dispute Resolution  Coordinator This is regarding claim *******. We feel it is not acceptable for us to pay for the ceiling to be painted as this would not be an issue if the roof had not leaked.  We allowed pictures to be taken in the house because we are not trying to hide anything.  Unfortunately, some of the pictures that Brothers Construction presented were at inaccurate angles and some were of irrelevant spaces.  Furthermore, they do not point out that the damage to the floor is directly under the vent where a significant leak occurred. Even though there was ample opportunity for the area behind the wall to be checked before the painting was done,  we are still willing to have a  plumbing company prove that there is no leak behind the wall that caused the damage even though there are witnesses to the water pouring out of the vent.  If the plumber finds no leak, we feel that Brothers Construction should be held responsible for the complete repair of the flooring promptly.  ***** and **** say they are two out of five special inspectors in the state.  I would like the contact information of the licensing agency. We have an estimate by a licensed roofer that was in excess of twenty thousand dollars, which was very distressing to us.        ********, as Dispute Resolution Coordinator, let me know if you need a copy of the roofing estimate or more photos.   I currently have new health issues and this situation (along with all the resistance by Brothers  Construction) is too much added stress.    *****  and  ******* ******** 

  

  Business Response

  Date: 04/02/2025

  Subject: RE: Claim ******* Dear Mr. and Mrs. ********,Thank you for reaching out regarding
  your concerns with claim *******. We understand that this situation has been
  stressful for both parties. Regarding the water damage on the
  wall, our position remains that our scope of work was completed appropriately. The
  ceiling touch-up is a necessary part of the water damage repair process and
  will be completed at no additional cost to you. As previously mentioned, due to
  the age and condition of the existing ceiling paint, a slight variation in
  color may be noticeable. To mitigate this, we will leave the remaining paint
  with you should you choose to blend the surrounding area further. With respect to the flooring damage,
  we understand your position regarding the proximity of the vent and the
  affected area. However, our assessment does not indicate a direct correlation
  between the wall damage and the floor damage. We have reviewed the provided
  evidence and reaffirm our assessment that the damage is unrelated. The location
  of the wall damage and the placement of the floor damage indicate separate
  issues. Additionally,
  we would like to clarify that the roof was installed on May 14, 2018, and subsequently passed inspection by the applicable government agencies on August 14, 2018. The roof came with a five-year warranty, which has since expired. We
  also acknowledge your concerns regarding the cost of roof replacement. However,
  it is important to note that the cost of materials and labor has increased
  significantly between 2018 and 2025,
  which naturally contributes to the higher cost of a new roof today. As for ***** and ****'s
  qualifications, they are experienced professionals in their field. If you
  require further verification, we recommend contacting the appropriate state
  licensing board for confirmation. To move forward with the ceiling
  touch-ups, please provide 2-3 dates and times that are convenient for
  scheduling the work. We remain committed to completing the agreed-upon repairs
  in a timely manner. Please let us know how you wish to
  proceed. Best regards,****** *****

• Initial Complaint

  Date:06/14/2024

  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.

  They replaced my rock roof with a TPO roof a few years ago due to leaks. I've continued to have issues with leaks on the front of my house. When I had a previous leak in my garage they said it was cracks in the stucco so I made those repairs. I've done the same on the front but the leads continue. For a week now I've left several phone messages. I call during their business hours & they never answer. They've failed to return any of my calls. I'm still under a 10 year warranty & this issue has never been fully corrected. Their failure to call back is unacceptable. If they don't want to come & make the repairs, then they need to pay another company to do so.

  

  Business Response

  Date: 08/12/2024

  We are sorry that you continue to experience issues with your roof.  All of our roofs have a 5 year labor warranty, in addition to whatever the manufacturer warranty may be.  Even though your 5 year labor warranty has expired, as a courtesy, Brothers Construction sent a crew to address the roof leak.    We hope that this resolves your concerns. Thank you and have a great day! 

• Initial Complaint

  Date:09/06/2022

  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.

  Brothers Construction replaced my roof in September 2018. Shortly after, during a rain, the roof leaked and a crew fixed the leak on the exterior but did not repair inside damage that they said they would. I made arrangements for the repair. Sometime later, another leak occurred over the garage; a crew repaired that as well. During recent rains, I discovered a leak above the furnace and called for repair. An email exchange began July 26 at which time I included pictures of shingles that were peeling upward and not aligned properly, along with information about the furnace leak. The Director of Finance, Alison G****, emailed me that she would send someone to inspect. A call for appointment did not happen, but one day, unannounced, someone was walking around on my roof without notifying me of their presence before climbing. On August 24, Alison G**** emailed me stating that someone had already repaired the roof. I did not receive notification either by phone or email that someone would be coming. There was no repair of the roof, and I emailed a response to that effect on August 24 and asked for an appointment. August 25, Mr. G**** left a message and we did speak. Alison emailed the following: "the roof supervisor and he will personally come to your property the latter part of next week. As soon as I can narrow down a date and time, I will confirm with you beforehand." The latter part of next week ended September 2. As of this date, September 6, I have left telephone messages, on 9/5 and 9/6, to call me. Brothers Construction has made no effort to contact me since August 25. The original job was done in a sloppy manner, the crew did not clean up residue left around the house before they left, and they made no attempt to repair the damage to the interior after the first repair. I want Brothers Construction to replace all shingles that are pulling up, repair the leak, and do a complete roof inspection satisfactory to last the 25 years of the warranty.

  

  Business Response

  Date: 10/28/2022

  Dear Ms. *************

  Thank you for your message.  I am very sorry that there has been a lack of communication.  I am glad that Adam G**** was able to meet with you on September 11 and discuss your concerns.  Following that visit Brothers Construction scheduled your roof repair and partial re-roof.  On September 21, our crews removed and replaced a portion of the roof and sealed all penetrations, all covered under your roof warranty.  Just recently, Jesse G**** met with you to do a walk through and inspect the work that had been completed.  I am happy to report that all parties were satisfied with the work and there are no existing concerns with your roof.    If anything does come up, please do not hesitate to contact our office.  Thank you very much and have a blessed day!

  Sincerely,

  Alison G****

   

  Customer Answer

  Date: 11/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is accepted at this time.  Should the roof continue to leak when it rains, Mr. G**** has indicated that I should call him at his phone number he gave me to report whether the roof is continuing to leak.  I shall do that and, hopefully, the new roofing will hold.
  
  
  
  Regards,
  
  
  
  ***** *************