Complaints

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:06/27/2025

  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.

  We called Brower Mechanical to come out and check our Air Conditioner, They said it had a leak and had to come back in 3 weeks, When they came back they said the unit was under Warranty but wanted us to pay $2,000.00 to order the part. This whole thing is totally wrong if it is under Warranty they should Fix it for Free, I want all of the Money back that We paid them and I want the unit Fixed Properly by Brower Mechanical.

  

  Business Response

  Date: 07/28/2025

  We understand the customer's frustration and are committed to addressing her concerns transparently and in accordance with manufacturer guidelines and **** industry standards.
  Facts of the Situation:
  The customer contacted us for a recurring issue with her air conditioner. Our technician diagnosed a leak in the evaporator coilthe same part previously replaced less than two years ago.
  We verified that the coil is still under manufacturer parts warranty. However, labor, refrigerant, shipping, and warranty processing fees are not covered under this warranty.
  The customer was quoted approximately $2,000 to cover these non-warrantied costs. This was clearly communicated during our visit.

  
  What Weve Done:
  Our team escalated the issue to the manufacturer to request a goodwill reimbursement for labor due to the short time since the original repair.
  The customer was advised of two options:
  Wait to proceed until we receive a determination from the manufacturer.
  Approve the repair now and be reimbursed later if labor assistance is approved.
  We also followed up by phone to explain this further and reiterated our willingness to support her claim with the manufacturer.

  The customer was satifised at the time of the phone call, if necessary we have the phone recording of the conversation.
  
  Why the Charges Apply:
  Even though the part is under warranty, other essential components and services involved in the repair are not, including:
  Labor: Replacing an evaporator coil is a full-day job involving skilled **** labor.

  Refrigerant: Manufacturers do not reimburse refrigerant or related handling costs.

  Additional Materials: Items like brazing supplies, nitrogen, and sealants are required for a proper install and are not covered.
  Administrative *************************** handles ordering, coordination, and warranty claim submission, which adds operational costs not reimbursed by the manufacturer.
  These exclusions are standard in the **** industry, and are also clearly outlined in the customers warranty coverage: ****** labor warranty (expired) and 10-year manufacturer parts warranty (still active).
  
  Conclusion:
  We remain committed to resolving this fairly and professionally. Were continuing to advocate for the customer with the manufacturer and will notify her if any assistance is granted. However, we are unable to provide a full refund or offer a free repair, as the labor and other associated costs are not included under the manufacturers warranty terms.

  I am attaching a copy of the signed proposal as well. 

  Please let me know if there are any other questions or additional information is needed while we continue to rersolve this with the customer and manufacturer.

  Thank you,

  ******** ******

  Customer Service Manager & Marketing Director

  Customer Answer

  Date: 08/01/2025

  I am rejecting this response because: We have not heard anything from the Company, This problem needs to be resolved!
  

  

  Business Response

  Date: 08/11/2025

  Our service department did speak with the customer. I am attaching a screenshot from our system. "Talked to ****** about the price of the warranty replacement evap coil (*******) let her know we will be reaching out to the manufacturer to get any kind of labor reimbursement due to needing to replace the evap coils within 2 years. I let her know that it's a long process and I would follow up with her when we hear back from the manufacturer. I let her know the time line to get the part is 6-8 weeks if she wanted to order the part and complete the repair first she would pay the full warranty prices and we would reimburse her any labor that the manufacturere gave us (if any) ****** said she would wait for now and give us a call if need (currently her system is running fine) - please see attached *** directly from the customer files. Thank you

  Customer Answer

  Date: 08/13/2025

  I am rejecting this response because: The Air Conditioner is Leaking, It is not cooling the House as well as it should. What is the response from the Manufacturer? It would be nice if someone followed up with us!
  

• Initial Complaint

  Date:03/19/2025

  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.

  Feb 11 and 12, 2025 My solar inverter wasn't working and called for service. Brower sent a worker out to fix the problem. After an hour they said it was a fuse they had to order. They came out the following morning to replace fuse. After 2 hours they said after replacing fuse they saw an error code but after tech support determine not a problem. They also noted a humming sound that also was not a problem. They charged me $770 saying He was here for 3.5hrs which was an included drive time from their office to my home. After several attempt to talk to a manager I finally got in touch with one. After several back and forth on what was acceptable payment for a blown fuse, I was finally sent a bill for 1hrs worth of work at $220 which I paid in full. On my next electricity bill I noticed my solar was still not producing energy. The inverter was on but still throwing error codes, which they said was not a problem. I called them back to come and fix the problem and they had told me their work was guaranteed. Upon coming out he looks at the inverter and tell me the fuse isnt the problem you need a new inverter and we will charge you $220 and hour to contact the company to warranty the inverter out and once it comes charge me to replace it. They didn't fix the problem or stand behind their work. I have emailed a request to get a refund since they did not fix the problem or stand behind and I have had no response beyond saying a manager will call me to come to a resolution. There has been no call made to me by a manager.

• Initial Complaint

  Date:11/09/2023

  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.

  I was contacted on Monday October 30th by Brower Mechanical to do a prepaid maintenance on my HVAC system. They came on Thursday November 2nd in the am. He spent about an hour to an hour and a half going back and forth from his truck to the air condenser in the backyard and to the attic access in the bedroom. After all this all he told us was that he could fit in the attic and that someone else from their company would be out in the afternoon to work on the system. That person didn't leave me with any paper work or told me anything that he did. Another guy came back in the afternoon went to the condenser check the electrical system on it and also checked the air handler in the attic. He didn't find anything at that time so he went out to his truck and got the tools to check the coolant levels at the condenser. The tech was shock that there was zero coolant in the system. He also said he hoped the leak wasn't in the coils in the air handler because that would be expensive. Well the leak ended up being in the coils in the air handler according to them. He left and we still never got any paper work on what was done. So now my HVAC unit isn't working. They called me later that day and said I owed them $190 for a leak detection. I told them I wasn't paying them anything because my system was working just fine the day before. So they said the would have someone call me on Friday November 3rd and no one did so I reach out to the company on Friday November 3rd and they said someone would call me Monday. No one did, so I called them Tuesday and they said **** would call me on Wednesday the next day. He never called on Wednesday so I called them again Wednesday and they said **** would call me Thursday. **** called me this morning and told me it would be expensive to fixed the unit. I told them they were responsible for the unit not working. He got defensive and said thats where we will part ways. Mean while me and my family have been with out heat since last Thursday.

  

  Business Response

  Date: 11/14/2023

  **** our service manager is out of the office for the rest of the week I will meet with him next week and update

  

  Business Response

  Date: 12/21/2023

  Thanks for taking the time to let me know the complain that was brought against my company. Im sorry that my response is late to you as this was brought to my attention recently. I have read the complaint by our customer *************************. Im aware of his frustration and would like to resolve this with him. Ive done research and spoken to my managers that were directly involved and asked for a report of their observations and Im going to detail that below:

   

  The heat pump and outdoor unit would not run. Service Tech needed to go into the attic to check the air handler, but the access was very small, and he could not fit. He told the customer that he would need to get someone else over asap to go up into the access to check it. Service Tech arranged with office for another tech to come out and he did. The new Service Tech came to check out to diagnose the issue and found the outdoor unit not running well found 24v then it stopped. He found up in the attic that the air handler 24v fuse was blown out. Removed y leg to compressor and installed new 3-amp fuse and established power blower then turned on. He reattached the y leg to 24v circuit indoor unit, and it kept running. Went to the outdoor unit and it was not running. Checked safeties and found low pressure was open. Hooked up refrigerant gages and found system flat on refrigerant. Our service tech advised customer and **************** agreed to insert nitrogen and look for the leak. We charged the system up to 375bls nitrogen and in the attic my service technician could hear leaking in evaporator coil. He used leak detector, and it picked up a leak at mouth of coil. Evaporator coil has failed and needs to be replaced. Service Technician said to **************** that our office would get back to him with pricing. My service manager called **************** and explained the findings again and the cost of the coil replacement and the concern with his system. Once **** discussed the price with him, he said he was not paying for anything and that he knows how our technicians are and how this is a racket and that we are crooks just like ********* and *******. He started running down our guys and our company. That is where **** asked him to hold on and told him this is where we part ways. We would not do business with someone that takes about us and our guys like this. He said that is fine and he would take us to the BBB. **** said do what you feel you need to do.

   

  We have been in business for over 40 years, and we do not do business this way. Im very sorry all these issues happened for ****************, and we would like to resolve this in a cordial way. Please let me know if there is anything else you need from me. Thank you for your time.

   

  *****************  

• Initial Complaint

  Date:12/17/2022

  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.

  I have had this company out TWICE IN THE LAST MONTH FOR THE SAME REPAIR. IT IS ALMOST MIDNIGHT AND THE WEATHER IS FREEZING AND MY FURNACE STOPPED AGAIN!!! This is the THIRD time the furnace has failed. I have already WASTED HUNDREDS OF DOLLARS PAYING THIS COMPANY FOR USELESS "MAINTENANCE" WHILE THE REAL PROBLEM HAS REMAINED UNDETECTED AND UNCORRECTED. For the LOVE OF GOD, this is RIDICULOUS! What a scam!!! They have wasted my money, my time, and squandered my faith, and utterly FAILED TO FIX MY FURNACE!!! I am elderly and disabled and FREEZING because of this company's repeated failures to repair my furnace!

  

  Business Response

  Date: 04/18/2023