Customer ReviewsforBrothers Main, Inc.

On 2/10/24 I went to buy a new stove at Brothers Main in **********. After picking out the one we wanted and paid for it we were told that they would have one in house in about 5 days. And no later than 2 weeks for delivery and once they had it in house they would call and set up a time for delivery. After 2 weeks and and not hearing from them I gave them a call. They told me now that it's will be shipped to them on the 29th and they guarantee it to be in my house on February 30th (somebody should tell them no 30 days in February). Well here it is February 29th and no call to set up a delivery time for tomorrow (2/30/24) It's like after they get your money they forget about you. When we were promised the delivery date of no later than 2/24/24 we moved our stove out on the 23th and got rid of it so now we're stuck with no stove until they decided to deliver the new one.

**************, we can understand your frustration, and in fact, we feel it, too. We placed the order immediately upon your purchase. Unfortunately, we have no control over GE's inventory and backlog. GE originally gave us an estimated time of arrival on March 1st. This morning, GE notified us they will be delivering your range to us on March 4th. We left you a message earlier today regarding delivering the range to you on March 5th. Please know if that will work for you. You can reach our customer service representatives at ******************************************* Thank you. The Brothers Main Team ******************************************

Went to Brothers Main West to purchase a refrigerator. To get free financing I applied for a ***** ***** credit card for 12 months free financing. When I received my statement there were two charges on the same date for the same amount. I call Brothers Main sure that they would clear it up for me. The guy that answered the phone said he didn't see a double charge, but said they would look into it. No call back so a few days later I took my statement into the West store and the gut told me they only charge the card once and that it was ***** ***** fault. They would not contact ***** ***** even when I mentioned it. In reading back through their reviews, it appears that this is a regular thing for them to push their issues off tho someone else. Terrible Custome Service once they get your money. I didn't need this stress. I did call ***** ***** and had to file a dispute which they will have to take back to Brothers Main. At the end of the day Brothers Main will have to deal with this situation. I doubt I'll go back.

Thank you, ********************, for making us aware of your situation. We apologize for your customer service experience, as this is not our usual standard. Our customer service representative could have quickly resolved your concerns. Please know that we have corrected the charge, so please allow three business days for that to reflect on your account. If you have any questions before then, please reach out to our customer service team at ******************************************.
We take your feedback seriously and we will use this information to improve our practice to ensure better service in the future. We hope you'll consider giving us a second chance if ever you are in the market for appliances. Thank you.

I ordered a gas stove to be delivered and installed however the delivery men just dropped the stove off and would not install it because the shut off valve is the basement, which my husband had turned off as well as the gas line but they still would't install it and I paid an extra $40.00 to have it installed. This is not a way this business should have treated us. My husband talked to the store and told them to have the delivery men pick up the new stove and drop off our old stove. I do not recommend this business.

Thank you for sharing your experience with our team, ******************. While we understand your frustration at not having your stove installed, please know that we could not perform the installation due to safety and liability reasons. We are bound by codes and state regulations that require every gas-using appliance to have a dedicated shutoff valve in the same room as the appliance. That is not present in your current set-up. We did suggest contacting your gas company to add a shutoff valve to your gas line, which they usually complete free of charge. Once that is in place, we would be able to complete your installation. Please contact us to ****************************************** if you wish to move forward with that. Thank you. 

This is my situation: Bought 2/3/23 from Brothers Main in Madison Delivery date 2/17/23 Had to wait another week for delivery due to bad weather. Did not receive appliances till 2/24/23 Called BM because I wanted a new washer instead of waiting 2 more weeks for it to get fixed. It was only 2 months old! They said they do not service the machines and they can't replace everyone every time something goes wrong with them!!! The Help Home Services is the company they go thru to service GE appliances. THHS came on 5/25/23 to fix the washer, come to find out it is the Drain Pump that went bad! They did not have the part in stock so had to order it. Said they would call when it came in. They called 5/30/23 and said the part was on back order and would not be in until 6/8/23!!! They would contact me when it came in. The 8th came and went and I heard nothing. I called several times and left several messages and never heard from them! On 6/26/23 I called Brothers Main. They said they would call and find out what is going on!I was Contacted by GE and they said the part was delivered to me on 6/22/23! I said it was not! I never received the part! So looked back in thier records and it was delivererd to The Help Home Services on 6/22/23! I contacted Brothers Main and they said they would call and find out what was going on. I got a call from THHS and they told me it was my responsibilty to get the part!!I called Brothers Main again! They said they would call them. Ifinally got a call from THHS. They said they would call back with a scheduled date for the repair! They finally called on 6/27/23 and said it was scheduled for 7/5/23! On 7/5/23 THHS called and said that they had to reschedule because the technician did not show up for work!!! They said they would call when it is scheduled! It is 7/10/23 and NO CALL YET!

******, thank you for making us aware of your experience. We can understand your frustration. Because the service warranty is through GE, which specifically contracts The ********* Services (THHS) as their manufacturer-authorized service provider, THHS is responsible for your service - not Brothers Main. We do not provide any appliance maintenance of any kind. Unfortunately, that also means that we have no control over THHS's service schedules or delivery timeframes, as they are independent of us. We will continue to reach out to THHS on your behalf to try to help resolve your issue. In fact, we have been in touch with them as recently as today and will continue to keep on them until you have a resolution. We can also contact GE on your behalf again and will keep at it as long as necessary. Please feel free to reach out to our customer support team at ************ or ****************************************** for assistance. Customer support is our priority. Thank you. The Brothers Main Team ******************************************

We had a great experience with delivery. They were on time, courteous, competent, and did an expert job very quickly.The sales rep from the Stoughton Road site was also excellent. He was courteous and patient with my questions over several interactions. With a disability makes it impossible to leave my home, I did everything on the phone and he was able to handle that without problem.

Thank you so much for sharing this thoughtful review with our team, *****! We're thrilled to hear your experience met your expectations - both with our sales staff and our delivery crew. We hope you enjoy your new wash machine. Please don't hesitate to reach out with any questions; we're happy to help. Thank you for choosing Brothers Main!The Brothers Main Team ******************************************

On November 2021 we purchased a GE dishwasher from Brothers Main, thinking Customer Service would be better than a big box store. Since it's instalation we have had a repair person out 5 times to fix it. Kari, Carrie and Gary have not returned phone calls. Kari and Gary both have said they would talk to the owners about out problem and we have heard nothing. It took the GE service person from the manufacture warrenty over 3 months to try and fix it. The service person from the extented warranty gave us 20 min notice that he would be arriving--no clue he was even coming out! The dishwasher as of today (2-23-23) is leaking into our basement. We contacted Bothers Main and nothing. Contacted the extended warranty people and told them we wanted this dishwasher deemed a lemon--they said they need to come out 3 times and fix the same thing before that can happen. Since no one can find out what is wrong with it how is that going to happen? Could write a lot more, but BBB give me limited space.

Mr. and *********************, Were sorry to see this feedback. Because your warranty is through the manufacturer, not Brothers Main, your dishwasher is subject solely to its terms and conditions. We see you've been working with a manufacturer-authorized service provider, which is the appropriate avenue to correct the situation. Unfortunately, we have no control over their service schedules or when they show up, as they are independent of us. Customer support is our priority. If you have questions about your extended warranty or need help with your service provider, our customer support team is available and will gladly work with you to try to resolve your concerns. Please feel free to reach out to them at ************ or ****************************************** for assistance.

It is apparent, maybe I did not make myself clear or maybe Brothers Main did not read my review all that close. The problem is Brothers Main ***************** Two employees said they were going to talk to the owners about our issues and call back (no call back) and 3 other times we were told we would get a call back and no call back. Not to mention no reply to an email. We feel once the manufactures warranty is up they don't care anymore. As the Brothers Main reply confirms--it is no longer their problem but the extented warrany company that Brothers Main sold to us. At least our complaints to that company were heard and they responded to our compaints about them.

We bought a refrigerator and dish washer from Brothers Main. When they delivered it they scratched the bottom of the freezer door. I had to wait 8 weeks to replace it. The worsted thing was the delivery people stoled my husbands wallet with $1000.00 in it. It was on the counter and it was gone. Called Brothers Main and they said they contract the trucking and have nothing to do with it. It was like they did not care. The one guy said you have no proof. There were four people in the house them and us and it was gone. We bought all of are appliances from them. NEVER AGAIN. I AM TELLING PEOPLE NEVER BUY FROM THEM.

*****, thank you for reaching out. We are extremely surprised and concerned to see this feedback and would like to connect with you immediately to learn more. We have been trying to contact you with no success please check your phone messages and get back to us when you can. Sincerely,*********************, Co-Owner **********************************

I did not receive any call or voice mail. **** had our landline on our ****. We do not have a landline anymore, my number is ************ and my email is *****************

Mr. and ***************, we recently learned that you filed a police report regarding this matter. We are happy you did so, as Brothers Main is fully committed to cooperating with any investigation. To date, our team has not been contacted by the ******************************. Also, our records indicate that weve tried to reach out to you at the number provided to explain our position. We have not received a response from you. Again, we understand how frustrating and time-consuming a situation like this can be. We wish you all the best. Sincerely, *********************, Co-Owner

Buyer Beware. Bought a washer, they delivered it but it did not work. Called to complain, was told a new unit would arrive in two days. No new unit arrived. I called and asked for refund but was told I wouldn't get a refund until defective unit gets picked up....whenever that is. Will probably ending up filing a dispute with credit card company. Sure glad i didn't pay with cash.

We appreciate you reaching out with this feedback for our team. It's always our goal to provide customers with timely and accommodating service, so we're sorry that your delivery didnt go as planned. We've been in touch to address these concerns and provide you with a full refund. We here at Brothers Main remain committed to helping in any way possible. If you would like to continue the conversation, please feel free to contact us any time.