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

  45 Willow St Nashville, TN 37210-2138

  
• 

  Hoffmann Brothers

  , Nashville, TN 37230

  

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:06/24/2024

  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.

  0n 040524 to resolve an issue with knocking pipes and low water pressure. The technician examined the crawl space and found no ***. He then found another valve, in another location and recommended the valve replacement. He recommended the *** be replaced. After a few days with no change we called Hoffmann Brothers. The technician came out and on this occasion found a ***, in the same location he previously priginally inspected !. The original tecnician then recommended another *** be installed; however, there would be addional charges. I lost trust in the company and made another complaint. A few days later, aother technician came by and performed another inspection. He agreed, saying they installed the new *** was installed in the wrong location. Company now suggests they replaced the ***. in the correct location.. NO They did not. Only one *** was placed,, and in the incorrect location. I am requesting a refund. Yours truly, ***************************

  

  Business Response

  Date: 06/25/2024

  We are sorry for any inconvenience in regards to your plumbing service with us. We were able to send a plumber back to the home to rectify the issue, the *** was placed at the correct spot on the 2nd visit and our plumbing professional and plumbing management that everything was completed correctly and up to standard on the following visit. As there are no other issues at this home, and we rectified the initial concern, we will not be refunding any work completed or returning to this customers home for further work. We do apologize for the initial mix up, but we have done everything to make things right. 

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21884416
  
  I am rejecting this response because:  Contrary to what you say,  the first PRV was NOT replaced. No second valve was placed.     
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/03/2024

  We appreciate your response, at this time, we have done everything we can do for this customer.  We have had numerous efforts to address the issue and clarify the work performed and customer insists the work was completed incorrectly. There has been conversations with our management team and our customer care team to come to an agreement. The customer was informed we will not be refunding this service or do any additional work at this location. 

• Initial Complaint

  Date:11/18/2022

  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.

  I called Hoffman Brothers to assess a low water pressure situation in my home. They sold me on a $5000+ job of replacing the water lines from the road. Once the job was finished we turned on the water and it didnt make any difference in the water pressure to the home! The techs started trouble shooting and detached the whole house filter and voila! the problem was fixed! So, they tore up my gravel driveway and front yard grass and did a repair that didnt need to be done when they could have replaced a $100 water filter instead. They will not refund any of my $1700 deposit and the *** ****, informed me that I still have a balance due to them!!! I feel they did not try to find a simple and inexpensive solution to my water pressure issue and instead sold me a very expensive service I did not need.

  

  Business Response

  Date: 12/09/2022

  I spoke with *******************, our VP at our ********* office, who worked directly with the customer on this issue. You will see in the attached email thread that the customer and **** were trying to work out a resolution. **** offered a 33% discount if paid by 11/28, customer refused and wanted a full refund. I want to be clear that Hoffmann Brothers will not be taking any further action in regards to charging the customer ($3500) or providing a refund for what has been paid ($1750). We stand behind our diagnoses of the existing galvanized water service causing reduced water volume throughout the home (reduced pressure when using multiple plumbing fixtures throughout the home) but appropriate pressure when utilizing a single fixture. After the water service was replaced and our install professionals turned the water on to the home, a different symptom appeared which was drastically reduced water pressure consistently throughout the home.Our Install Professionals removed the existing canister filter at the water services entrance to the home and found dirt/debris clogging the filter which entered the line during the excavation/installation that day. After removing the filter, water was restored to the home with full volume and pressure.
  

  Hoffmann Brothers has been in business for over 40 years. Our business has had an A+ rating with the BBB for the last 15 years. Our company expanded into the ********* region in September of 2020, through the same ownership, values & quality of work we have built our brand on in the ******** area. Hoffmann Brothers always tries to do what is the best not only for our customers, but our employees. We provide continued education, including technical & customer service training to all employees. We have won Best Places to Work every year since 2015 & the Air Conditioning Contractor of the Year award in  2019. When it comes to providing quality service, we take extreme pride in always providing options to the customer and letting them choose what is best for them and their family. We always try to do what is best for the customer and we feel that we are providing a resolution that is fair to both parties for the work that was performed and that the customer's water pressure issues have been resolved. 

  Customer Answer

  Date: 12/13/2022

   
  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 as long as I receive an invoice with a balance due of zero for the work that was done.
  
  Sincerely,
  
  ***********************