Roscoe Brown Heating, Cooling, and Plumbing

Update on the I sent email over a week when I got a response on the review but no response I guess they had to make it like they wanted to save face this company is a scam. Also if you take the time and investigate some of their so called 5 star reviews it doesn't take long to find out it's either a employee or a bot if a company has to use pathetic tactics like this it shows you who they are. **One star. Roscoe Brown contradicted the first diagnosis, took $1,900, didn’t fix the problem, and never apologized. I have video and call recordings to prove every word.** **Context:** Hiller Heating & Plumbing initially told me my sewer line was **collapsed** and I’d need a **repipe**. I brought in **Roscoe Brown** for a second opinion. They insisted it was **just a clog**, cleared it (~$500), and said I didn’t need a repipe. That turned out to be **wrong**. Months later the same backup returned. Roscoe Brown gave me three options and **recommended Option #2: $1,900 to "fix the problem"** by installing an exterior cleanout. I accepted **only because they promised $1,900 would fix it.** What happened: * Techs showed up, stood around a lot, brought a long piece of PEX and a couple 3" 90s that were **never used** (all on 24/7 cameras). * At the door they tried to bill **$1,997** despite the flat **$1,900** quote recorded on speakerphone. They took $1,900 after I pushed back. * **Same day**, running the washer caused the **exact same discharge outside**—so the "fix" didn’t fix anything. * I called that afternoon. No one came. The next day they finally sent someone **at 9pm Friday** who said he didn’t have a cap. I waited **through the weekend.** * When they returned, they suddenly said **"your line is collapsed—needs a repipe,"** and their estimator even suggested I go take another company’s ~$2,400 repipe because it was a "great deal." So let’s be clear: **Hiller’s repipe call was right from the start.** Roscoe Brown told me I didn’t need it, then **took $1,900** on a promise to fix the problem, **failed**, pivoted back to **"collapsed—needs repipe,"** and **never once apologized.** Their refund offer was **under 18%** of what I paid. I have **full video** of the site work and **recorded calls** of the $1,900 promise and the sequence of events. **Day or night, I can show proof** to anyone who asks—no spin, just receipts. **My recommendation:** If you want an accurate diagnosis, a written scope that actually addresses your complaint, and accountability when work fails, **look elsewhere.** I would not hire Roscoe Brown again. **Follow up** responds to you yeah you offer 3 options and I pick the middle one which was supposed to fix my problem but never did you huys did not even diagnose that problem correctly but just made assumptions maybe if someone would have actually inspected the problem instead of trying to pitch me more quotes after I paid you to fix the problem that you did nothing about hey we didn't do what we were supposed to do but here's another quote we promise if you pay a third time it will get done. Sound right to you

Great experience with Roscoe Brown today. They were available same day and very professional. Nathan quickly diagnosed the issue, explained our options, and had us back up and running quickly. Thanks.

We couldn’t be more grateful for Nathan and the incredible service he provided. He came out on short notice when one of our HVAC units suddenly went out, and from the moment he arrived, his professionalism and kindness were clear. Nathan not only diagnosed and fixed the issue quickly, but he also took the time to walk us through exactly what went wrong and gave us practical tips on how to prevent similar problems in the future. His knowledge and patience were truly appreciated. I highly recommend Nathan and Roscoe Brown to anyone in need of HVAC service—they are responsive, trustworthy, and genuinely care about their customers. Five stars all the way!

I’m disappointed to be updating my previous 5-star review. Roscoe Brown had been our go-to for heating and cooling, and our regular technician, Nathan D., has always been fantastic. He’s professional, knowledgeable, and someone we’ve trusted for years. If this were just about him and his expertise, I’d still give him 5 stars. But during a visit a few months ago when Nathan wasn’t available, a different technician came out to fix a fan blade that had fallen off. The repair was poorly done. The blade wasn’t secured properly, which ended up bending the fan and damaging the motor. What should have been a simple fix turned into a much more serious issue because of careless work. Something we found out today when another technician came in to assess. What made things worse was the customer service. When we called to explain the problem, the schedulers didn’t seem to care at all. No apology, no urgency, no effort to make things right. When your A/C isn’t working in 80-degree weather, being told you’ll have to wait until the next day is unacceptable. We ended up calling Donelson Air, and they had someone at our house within the hour. That kind of responsiveness and customer care made a big difference. While we appreciate the work Nathan has done in the past, this recent experience has changed our view of Roscoe Brown as a company. We will no longer use them from here on out since there service seems to be a hit or miss. There needs to be more consistency across the board in both workmanship and customer service.

Rachael with Roscoe Brown was great! She did an excellent job with my A/C maintenance. She was diligent about making sure the unit was operating as smoothly as possible! A+ technician! P.S. The one constructive criticism I have of R.B. would be that they start giving a time window for appointments.

Evan Barker was very professional with the service of my HVAC unit. My unit is 5 years old and I’ve never had any issues with my unit during this time thanks to their efficient maintenance crew. I recommend Evan and any of Roscoe Brown’s employees for your HVAC and plumbing needs.

This morning, Roscoe Brown dispatched Rachael to my residence to perform my spring HVAC maintenance. She executed her duties with exceptional proficiency, replacing all my filters and maintaining both my outdoor and attic units. Notably, she identified a leak in the attic unit, which I am immensely grateful for as it could have resulted in substantial complications later in the summer. It is refreshing to encounter a woman who embodies timeliness, professionalism, and expertise in HVAC units, particularly in a field that is often stereotypically associated with men. Roscoe Brown deserves commendation for hiring women to undertake tasks beyond administrative responsibilities.