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:08/08/2024

  Type:Customer Service 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.

  On 7/10/2024 we requested to have our dryer vent cleaned out due to build up over time. My wife leveraged advertising on local social media to connect with the company 5-brothers cleaning (website: *******************************************) to complete the work. Over the phone the technician quoted $199 for the job, upon arrival he changed the amount to $528. The technician spent some time in his vehicle gathering tools that he said were needed to the job and then he spent some time in our attic before telling us the job was finished. After inspection we learned that the clogged vent duct was not fixed and we attempted to get the situation resolved. We made numerous attempts to get the issue resolved with 5-brothers but weren't successful. We brought in a different provider to unclog the vent duct. We've asked for a refund but 5-brothers is unwilling to issue a refund.

  Business Response

  Date: 08/09/2024

  Hello **************** we are not a scam we got the lead thru ******** marketing.
  we are standing behind our work and we provide guarantee to all our clients.
  You called us for a cleaning and we ended up doing repair for you.
  Our tech opened your entire vent pipe and took out water and tons of ***** which cause a serious blockage plus vent repair so $528 its not very expensive for this type of work. You never reach out to us regarding this issue before, on Aug 7th was the first time you contacted us regarding this issue, we told you we can come right away to fix any problem because you have warranty however you refused and wanted a refund for service you received. We will be happy to come back anytime to fix this issue.
  Customer has all our info and the website and never reach out to us before Aug 7th.
  
  

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22113005
  
  I am rejecting this response because: A repair was never done. Please see attached invoice. There is no repair noted. I will provide a signed and sworn affidavit from both the ** technician and the other reputable company that had to come and fix your poor service stating that my dryer vent was not cleaned. Also have video from camera placed up dryer vent, after your supposed cleaning, to show this as well. Which your tech did not do but you advertised they would.
  Please see attached ** post screen shot showing 5 brothers posing as another company, falsely advertising themselves. First line of post states trust my work not my words.  Your work was below par which led to my appliance being damaged.  I was notified that the company I contacted off the ** post was not the company that showed up to provide the service. 

  Please see attached screen shot of text communications with # advertised as showing 1. I was quoted a price of $199. 2. I questioned why I was being up charged while the tech was still at my house. Tech stated Because a special chemical had to be used. There was never any mention of a repair needed. 3. I notified same # immediately while ** was still at my house that vents were still blocked. 
  The offer to come and fix the problem is an unacceptable solution. I would be a fool to allow this company back in to my house. Their work nor words can be trusted as advertised. On the 5 Brother website you state unwavering commitment to customer service, but hung up on me when I professionally asked for a refund.
  National Air ************************* at NADCA.com has a warning posted stating Dont be a victim or air duct cleaning scams on ********* In this warning the exact situation I incurred with 5 Brothers is described. #1 on their list of how to identify a scam is their post will say believe my work, not my words. #2 no company name is attached. #5 the account URL does not match the name of who is posting.  Payment must be made via cash transfer. I was not notified ahead of time that I would not be able to pay by credit card. All proof of a scam.  
  I have provided sufficient evidence of improper and fraudulent advertising. Below standard work provided leading to an appliance damage. Notifications made to company of pricing and work deficiencies that all warrant a refund. Part of this scam is to say they were never contacted because the ** post # is different from the number on 5 Brothers website. Again see attached screen shots as proof. I am happy to provide additional evidence if needed. All being compiled in case this needs to be brought to small claims court. 

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/09/2024

  This ******** photos you sent is not our company advertisement.

  We contacted you a day before our appointment to confirm with our company name and with text massage.

  you confirmed.

  We do not charge our clients unless they approve the service and the amount.

  we uploaded a pictures before and after plus the repair was made.

  The customer didnt try to contact us to complain about the service and didnt make effort to find us online, he knew who we are thats how he post the complaint so if he was trying to contact us we couldve inspect the issue.

  Every good service company has complaints from time to time however the good ones are willing to respond and to come back to resolve it.

  we didnt have the chance to help him out with the problem.

  we never hanged up on him we offered to come back.

   

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22113005
  
  I am rejecting this response because: a refund is the only acceptable resolution. I have contacted WSBTV investigates as well as the ************************ and submitted a report of fraud. I have also contacted **** of America and opened a fraud claim. If my bank is unable to recoup the $ *************************************************************************************************************************************** small claims court.  The general public needs to be made aware of this and protected from improper business practices.  God knows how many other unsuspecting people have been defrauded by this company.
  I dont know who is in the attached image he provided. Who is ********? 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/15/2024

  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 ************ from a Face Book posting and left a message. From that point on all communications were text except when the technicion called me from ************. I met the tech at my hour around 3pm and asked him where all his equipment was. he mumbled it was coming but what i learned later it was just a large shop vac in the back of his ***** Oddesy van that had been parked on the street. After inspecting the duct work in the attic he elected to use the register in the spare bedroom. I checked on him a couple of times and asked where all the dirt was from my ducts. He stated there was plenty of dust particles being pulled in his machine. after 15 minutes he packed up . As he was taking the shop vac outside i asked him to see the filter on it . He showed me a dirty filter and stated it was white when he started. I went to pay him and he would not take my card. However one of my text messages said they would take cash, or credit card. I had to have him follow me to nearest ATM and give him cash. I did get a text message with the receipt. After that i started checking more and found the Better Business complaints about this scam. I tried calling them to complain but no response . No before and after pictures as originally told and am sure i dont have any cleaner Ducts that i did before. Quite a scam and i want my money back.

  Business Response

  Date: 02/15/2024

  We are sorry to hear  that the customer not satisfied with our service, however we told him we will refund the $200 payment he paid.

  please send us your info (Zelle or cashapp or bank account )

  Customer Answer

  Date: 02/19/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/08/2023

  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.

  We saw a post on ******** (************, ** page) for air duct cleaning. I tried to tag a family member and they were not a member so ***** messaged me. I provided my family members number and she set up service with them to come out today 2/8/23. She was advised the price was $199. She asked the company what their name was and he provided **************************** so we did our research. That company looked very good and had excellent reviews so she proceeded to set him up. When he arrived he parked at the road so we could not get the camera to get his tag number and came through the garage instead of the front door. He asked her to get a cleaning fee of $399 that has a 10 year warranty on it and she accepted for a total of $598. He only hooked up in one room and was done in about 20-30ish minutes. When he asked us to pay he then told us he only takes venmo/cash app but the previous person said credit cards were accepted. We asked him to send us a invoice in which he did but advised he was with ******************* Services and we questioned him as the person on the phone advised ****************************. The then proceeded to tell us that they are all affiliated (integrity, Simply, ******* vents, etc..). I called those other business and he is using their name but is not with their company. SCAMMERS!!!

  Business Response

  Date: 02/16/2023

  We didnt find your info in our system, please send us an invoice and we will refund your payment immediately if something like this happened with our company.