Customer ReviewsforPowell Brothers Mechanical Contractors

Huge shout out to Powell brothers heating and air for coming out in the cold and fighting the ice to fix our heat!!! Luckily it didn't need much and he wasn't there long! I'd say with that amount of ice on the ground it took him way longer to get to me than it took him to warm my family up!! By the time he'd got there my house was at 42 and the small heaters wasn't keeping up at all. The service charge for him coming out was way less than I expected with him putting his life in danger and the hourly charge was worth every single penny to warm my boy back up! Thank you so much and we will definitely be in contact when needed again

Thank you so much for your kind review! That was a terrible week for all of us! So happy we were able to help you & your family to get warm again. We look forward to working with you the next time we are needed.

I was treated very disrespectful from the owner ***** ******. He came out to my house to check on my heat. He spent minimal amount of time looking at the unit and said there is nothing wrong with it and it is not designed to heat over 63 when it is really cold outside. When he said the service fee would be $*** and I questioned the price because he didn’t fix anything and the little amount of time he spent at the house it seemed high, he became very defensive and rude. At one point in the conversation I told him that I had the right as a paying customer to question the price but he did not have the right to speak so rude and disrespectful to me in my home in front of my two small children. His response was, “I give the respect I get.” Questioning a service charge is not disrespectful, I explained to him. He said he would change *** after making the comment multiple times, “what do you want, me to just give you the service for free?” This was not needed because I was writing the check when he kept making rude and disrespectful comments. I informed him that his company was recommend on a Facebook page and I would be sure to let them know the experience I had with him, he the said, “ just keep your money, I don’t need it anyway” and stormed out the door. I tried to give him the check before he made it off the front porch and he yelled across the yard, “keep it, I don’t need your money.” To say he was very unprofessional is a huge understatement, I am just sorry my two small children had to witness this.

Ms. *********
I am very sorry that you were dissatisfied with the service I provided to you on 1/18/2024 which was the week we received the huge snow.  It is disheartening to me that you perceived me to be rude since neither I nor my company has ever received a negative review on Better Business Bureau until yours. According to the records we keep on each service call, you called my office for an emergency service call.  Our office was closed due to the snow and ice on the roads. We were only running emergency no heat calls for our established customers because our vans could not make it. We actually had to have 3 vans pulled from ditches during that time. Only 2 of our staff were able to catch the emergency calls that came in by using 4-wheel drive vehicles.  However, when you said you had no heat and had small children, we made the decision to try to help you.  Prior to me going to your house, I called to make sure that you still needed me to come, and you said yes. When I arrived at your home, I found your thermostat was set at 74 degrees and the temperature in your house was 74 degrees. Due to issues that you were having, I proceeded to check your system at your request:  Inspected auxiliary heat and indoor unit, checked control wiring, checked the supply temp with your heat pump and auxiliary heat. According to the actual notes from your ticket, no issues were found.  I checked your system thoroughly, even moving items stored in your attic so I could access everything there.  I was at your house for 42 minutes according to my log.  We were having a good discussion on how units work in East Tennessee, and everything was going very well with you until I told you I was finished and needed to collect the service fee. At that time, you disputed the fee and didn’t understand why I needed to charge.  You even stated to me that you had another company coming later that you have a contract with.  Had I known that another company was coming, I wouldn't have even been there.  Unfortunately, I do have to charge a service call when I send a van to your home. My perception was that you were becoming very angry, so I asked you what you thought my time was worth and that I could lower the charge to $99 if that would help. You seemed to be getting angrier, so I felt it was best for me to leave to spare your young children from witnessing more anger. I ended up not charging you at all.  You failed to mention in your review that we never sent an invoice to you. I have worked very hard for many years to build a small business with a great reputation of fair priced quality workmanship. Until now, I have never had a poor review and I have always received the complaint free status certificate from the Better Business Bureau since I joined them. Again, I am very sorry that you were dissatisfied with the service I provided you when I thought you were experiencing an emergency.  

This is a very inaccurate description of what happened and the service I received. It is sad, but I can tell by your response, the way you do not provide accurate facts, and the way you try to blame others for your unprofessional behavior, that you are not going to take accountability for your actions.