A Documented Case Against
Lowe's Authorized Installer • Lake Norman, North Carolina
"drain was not connected"
— Brothers Heating & Air Service Record, October 22, 2025On September 9, 2025, Brothers Heating & Air installed an HVAC system in our Lake Norman home through Lowe's. They forgot to connect the condensate drain line. Water flooded into our walls for weeks. The result: Category 3 mold contamination throughout our home.
At first, Brothers admitted fault. They said they would fix it. But when the remediation estimate came in, they went quiet. Not a word. Their subcontractor just kept putting us off, week after week. The whole time, they had the environmental report dated November 11, 2025 — they knew my house was contaminated with Category 3 mold, and they said nothing. It wasn't until I got involved and got aggressive that they finally responded — by passing me off to their insurance adjuster.
Brothers' own technician documented in writing that the "drain was not connected." This isn't alleged—it's their admission.
Professional environmental testing found Chaetomium and Torula—aggressive fungi that "should not be present in the indoor environment."
The environmental report showing dangerous conditions was completed November 11, 2025. We didn't receive it until January 16, 2026.
Our family of five, including three young children, breathed Category 3 mold for over 90 days while Brothers did nothing.
After partial demo, Brothers stopped all work. No communication for months. An independent inspector later confirmed they "didn't demo enough."
This isn't their first time. Bowman v. Brothers (2018) documents the same pattern: code violation, mold contamination, denied responsibility.
These aren't allegations. These are their own words.
"drain was not connected"Brothers Heating & Air Service Record
"This will be at Brothers' expense"Bob King, Brothers Quality Assurance Manager
"The source of water was a direct source from a condensation line that had not been installed correctly"TD Environmental Professional Report
"this will just allow us to make the initial payment and then if there are supplemental payments (including repairs), we will review and issue as supplemental payment"Jerry Alfano, Liberty Mutual Claims Adjuster
After admitting fault, Brothers abandoned the project for 90+ days. Their insurance company (Liberty Mutual) argued it was a "pre-existing leak," then when finally forced to pay, tried to slip a full release into what was promised as an initial payment. The written record tells the whole story.
A chronological record of installation failure, abandonment, and manipulation.
Brothers Heating & Air installs new HVAC system through Lowe's. Fails to connect condensate drain line. Water begins flooding into walls and ceiling.
Bob King emails: "This will be at Brothers' expense." Clear acceptance of responsibility.
Brothers' technician documents in service record: "drain was not connected."
Brothers claims a spray treatment was performed. No formal documentation provided.
TD Environmental inspection finds Category 3 contamination, aggressive fungi throughout structure, warns of "adverse health reactions." This report is withheld from us.
Report withheld. No remediation work. No communication. Family continues living in documented Category 3 contamination. Children develop symptoms.
We demand: environmental report, remediation plan, and emergency housing within 48 hours. Threaten regulatory complaints.
Liberty Mutual adjuster Jerry Alfano takes over. Finally provides TD report after 66 days. Immediately begins arguing "pre-existing leak" despite written admissions.
Complaints filed with NC Department of Insurance (bad faith) and NC State Board of Examiners (licensing).
Independent mold specialist confirms: "They didn't demo enough." Proper remediation requires significantly more work than Brothers performed.
Jerry Alfano offers $14,152.08 for remediation and states in writing that this is an "initial payment" with "supplemental payments (including repairs)" to follow. PureAir Pros retained as independent remediation contractor.
Jerry sends a "Full and Final Release" that would "forever discharge" Liberty Mutual from all claims—directly contradicting his own email two days earlier promising supplemental payments. Signing would have waived rights to reconstruction, housing, and bodily injury. We refused to sign and demanded a partial release.
Every claim on this site is backed by documentation. Here are the key pieces.
Their own technician's documentation stating "drain was not connected."
Primary EvidenceProfessional environmental assessment identifying cause as improper installation, Category 3 classification, and dangerous fungi.
Expert ReportBrothers' Quality Assurance Manager accepting responsibility: "This will be at Brothers' expense."
Written AdmissionComplete chain showing 66-day delay, manipulation tactics, and refusal to authorize emergency housing.
DocumentationThird-party assessment confirming inadequate remediation. Proper work requires significantly more than Brothers performed.
Expert AssessmentCourt records from previous case showing same pattern: code violation, mold, denied responsibility.
Legal RecordThe TD Environmental report warned that people "may experience adverse health reactions." Our family did.
"Some people can endure long durations of exposure without noticeable reaction, while others may experience adverse health reactions to minimal or minute quantities of airborne activity."— TD Environmental Report, November 11, 2025
"Children breathe more often than adults, and their lungs aren't finished growing. When kids take a deep breath, their less developed airways pull in more particles than most adults would even notice... Infants in homes with mold exposure were three times more likely to develop asthma by age seven."— Howard Environmental, citing University of Cincinnati research
Chronic sneezing lasting weeks. Started shortly after mold exposure began.
Developed ear infection requiring medical attention.
Sore throats, persistent coughs, congestion.
Runny nose for weeks, sore throats, coughs, congestion not responding to normal remedies.
Every symptom the environmental report warned about, our family experienced. All while Brothers and Liberty Mutual argued about "pre-existing leaks" instead of getting us to safety.
In 2018, another family took Brothers to court for the same type of failure.
Case No. COA 17-1203, NC Court of Appeals
Regulatory complaints filed January 2026
The pattern is clear. Brothers makes installation errors, violates codes, causes mold contamination, dismisses concerns, and fights liability. This is not an isolated incident.
When Brothers handed this off to their insurance company, the manipulation tactics continued.
Adjuster Jerry Alfano claimed we weren't "cooperating with the hygienist." Reality: Brothers hadn't paid TD Environmental, who stopped working with them.
Suggested the October spray treatment made our home safe. Reality: Testing 12 days later showed active contamination throughout the house.
Argued "pre-existing leak" and "rust on old pipes." Reality: Brothers' own service record admits "drain was not connected."
On February 4, 2026, Jerry Alfano wrote that signing a release would "just allow us to make the initial payment" and that "if there are supplemental payments (including repairs), we will review and issue as supplemental payment." Two days later, the actual document he sent was a full and final release that "forever discharges" Liberty Mutual from "all claims" and constitutes a "FINAL SETTLEMENT"—for just $14,152.08. Signing it would have eliminated our rights to reconstruction, temporary housing, and bodily injury claims. His own email contradicts his own document. This wasn't a mistake. This is how they operate.
We didn't find Brothers through a Google search. We paid Lowe's $12,000 for an HVAC system. Brothers was their authorized installer.
When you buy an HVAC system through Lowe's, they're vouching for their contractor. They're putting their brand reputation behind the installation.
We trusted Brothers because Lowe's sent them.
When their authorized installer:
Lowe's has a choice: stand behind their customer, or hide behind "it's the contractor's problem."
If you're considering buying HVAC through Lowe's: Ask what happens when their authorized installer poisons your home with mold.
After 90+ days of abandonment and refusal to authorize emergency housing, we filed formal complaints.
Against: Liberty Mutual Insurance
Allegation: Bad faith handling of claim
Against: Brothers Heating & Air, Inc.
License: M105145
Allegation: Gross negligence and incompetence
Don't. This documentation shows a pattern of installation failures causing mold contamination, followed by denial of responsibility. The Bowman case in 2018, and now our case in 2025.
Ask who their installer will be. Ask what happens if that installer makes a mistake that endangers your family. Get it in writing.
Check your condensate drain line. Check for water damage. Check for mold. If you find problems, document everything and file complaints immediately.
Document everything. Get written admissions. Get professional environmental testing. File regulatory complaints. Don't let them wait you out.
Public reviews from customers who have experienced Brothers Heating & Air's service.
"Terrible experience with Brothers -- avoid at all costs. I strongly recommend finding another company. I've heard multiple first-hand horror stories, including documented cases of fraud involving their technicians. Their prices are far higher than the competition, and they're clearly struggling to keep skilled labor -- hiring just about anyone to fill positions. If you value your home, don't let them near it."
"Brothers installed my Rheem system in 2023. In freezing weather, my heat partially failed. I had a confirmed service appointment and then received an after-hours reschedule pushing me out to January 2026. I had to hire another HVAC company last-minute on a Saturday to restore heat upstairs temporarily. Apparently, heat is optional when it's inconvenient."
"Had the worst experience with Brothers. A tech tried to sell me $1,500 in upgrades. On 11/27 at 1:30 a.m. my ADT smoke alarm was ringing and I smelled smoke. The smoke was coming from my heating unit. On Thanksgiving day another Brothers tech claimed that the previous tech did not connect the capacitor up to the fan motor. They don't even have the courtesy to contact me regarding my complaint."
"This has been the WORST experience we have ever had with any service company. We had three separate service visits and still ended up with no working system, hundreds of dollars wasted. The real issue? Our coolant was low. Something so basic it should have been the first thing Brothers checked, yet they never did across three separate visits. This company is a scam."
"My husband said it's a bad idea - when they approached us in Home Depot. The tech said the compressor is gone, you need a new one - about $4000 to replace. He actually SHUT the power off at the unit, flipped the switch, left the screws loose. HOW Ridiculous! Don't use Brothers. Read The Reviews - Google and Yelp. Everyone can't be Lying."
"They came and installed 2 AC units, flooded our kitchen because of a bad drain, have never sealed all the boxes, air leaks everywhere and never properly put thermal protection on the duct work."
"AC stopped working. I scheduled with Brothers for an appointment window from 2pm to 6pm. They finally showed up at 10 pm. At 8pm dispatch called to say the technician was in my area. That was a lie, he was still 2 hrs away. This was my first and last time calling Brothers."
"Had a complete new HVAC system put in (2 brand new units) in 2024...cost a fortune! They CALLED me to make an appointment change, then texted AGAIN saying they couldn't come out. They are servicing their own work...you'd think their customers would be important! I found another service company."
"They made an appointment with me on Saturday between 10 and 2. They kept rescheduling - Saturday, Sunday, Monday, Tuesday - they never showed up or called. By far the worst place."
"Beware, the company will charge you even if they can't help you. Also they won't honor an online price. I've been using Brothers for several years exclusively. Bought an HVAC system & used them for plumbing issues. After today's experience I will not ever use them again. Terrible company."
"Unreliable and Unprofessional. I've given Brothers Heating and Air in Rock Hill, SC two chances over the past year, and both times they completely flaked on me. They scheduled a time window, I cleared my day to be available, and then after that time had already passed, they contacted me to reschedule. My time is valuable, and I expect a company to respect their customers' schedules. I will never use this company again."
"What a scam company. Brother salesman quoted $13,000 for replacing the entire system and removing the unit from my floor. He agreed many times, my husband even asked him to sign a commitment and he said he promised to do it without specifying it in the contract. After I signed the contract they completely turned their backs. They only replaced the machine without removing the unit. He pretended not to know anything, and now he has blocked my phone number. I went to the company in Rock Hill SC and met Bob King, Quality Assurance Manager to talk directly. He said he would call me back this afternoon. However, I did not see any call from Brother. I could not believe that they could sell their reputation in exchange for a contract."
Reviews shown are from public platforms (Google, Yelp, Facebook) and are quoted with attribution. We do not edit or alter review content.