ComplaintsforAnchor Home Comfort

• Initial Complaint

  25/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an appointment with a sale rep 31 Mar 22, and part of the deal was that I would receive 3 free services. He made a point of calling his supervisor back at the office and confirmed the services when I signed the invoice. Looking at the invoice I was later sent, it isn't listed and I can't remember now if it was shown on the iPad when I signed the deal, but I distinctly remember him confirming it to me more than once. The install took place 1 Jun 22. In early October 2023, we called to set up the first service on my furnace and were told that there were no services on my file. I called and left a message but never heard back from Anchor, I am a full-time student and didn't have the time or energy to chase it down at the time. When we booked the appointment, Anchor said that the furnace filter would be included in the service cost. When we received the invoice for service carried out on 10 Jan 24, it included an additional charge for the furnace filter. Twice again I called Anchor and left messages but received no response. We have paid the invoice (totalling $324.31) to avoid interest charges on the balance, but I feel that I was either intentionally lied to to make a sale, or my file was grossly mishandled. Either way, my decision to purchase the furnace replacement in 2022 was almost entirely based on the provision of the three free services.

  

  Business response

  26/01/2024

  Hello ******,  **** here, GM for Anchor Home Comfort.  Sorry about the confusion with the maintenance and the voice mail call; someone is tasked of checking for voicemail messages regularly but we have been experiencing some issues with our service provider which we are in process of getting fixed so we don't miss any calls.  I just spoke to the Office mgr and she will reimburse you for the charge for Furnace maintenance and filter,  I will also make sure that a note is added in your file for the remaining 2 maintenances owing as promised.  When I spoke to **** who sold you the furnace and he said that his previous manager had authorized him to offer you the service but neglected to put the notes in system.  All in all, we made a few mistakes here and I will take this learning to teach / coach my teams moving forward.  

  If you have any other issues please do not hesitate to contact me via email at ***************************  

  Customer response

  30/01/2024

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 21201198, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  05/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** **** *** ******** *** My insurance paid them out for part of my insurance claim to replace my A/C. But they made a financing application for the full amount of the A/C! I emailed them and no reply!

  

  Business response

  06/07/2023

  We did not replace your AC in the home, we did an AC repair and *** (insurance) paid for it 1469.20 to us directly so there seems to be some confusion there.
  
  We installed a Furnace (red tag emergency)  Oct 13 2022 which was financed through Financeit, *** would have offered the customer a settlement and paid the customer directly, not us. The customer would have signed the financing paperwork to install the new furnace and waited for the *** payment to be issued directly to them.
  
  I spoke with *** and they did send an email to customer saying she would receive cheque. *** says they are going to call the customer as well. If they have not received, they need to call ***

  I'm sorry you somehow think we are "********" you but that is totally false as we pride ourselves in serving all of our customers ethically and honestly.  Should you have any other questions or concerns please feel free to reach out to us directly.  You said you emailed us with no reply so curious as to which email address you used? 

   

  Customer response

  06/07/2023

  
  Complaint: 20276298
  
  I am rejecting this response because: the information provided is incorrect. You replaced my entire furnace and insurance paid you out (see attached screenshot). Now adjust my financing. 
  
  Sincerely,
  
  ********* *************

  

  Business response

  10/07/2023

  I would love to help you but your messages are confusing, 1st you refer to AC and now Furnace,  which is it so that I can figure this out?  

  Customer response

  10/07/2023

  
  Complaint: 20276298
  
  I am rejecting this response because:

  Still waiting for a resolution; it is a furnace. 

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

  Customer response

  10/07/2023

  Complaint: 20276298
  
  I am rejecting this response because:
  
  Still waiting for a resolution; it is a furnace. 
  
  Sincerely,
  
  ********* *************

  

  Business response

  10/07/2023

  Tell These guys are ******** me. My insurance paid them out for part of my insurance claim to replace my A/C. But they made a financing application for the full amount of the A/C! I emailed them and no reply!

  is your original message, claim to replace A/C. 

  But they made a financing application for the full amount of the A/C!

  I emailed them and no reply!  AGAIN, WHO DID YOU EMAIL? 

  And yes sometimes *** send us funds directly, the screen shot you pasted doesn't show the whole conversation, I'm guessing again at what it is I'm looking to fix. 

  I can't fix this if the information is inaccurate.

  You can keep rejecting all my responses but if you do send me the proper info, or email it to me or even call me, I will gladly help you figure this out as the last thing we would ever try to do is "****" any customer.  We pride ourselves and our company's reputation on great customer service!  Always here and willing to help make it right,  I'm sure there is an explanation somewhere along the lines, you know what, someone may of even made a mistake to which I will gladly admit if in fact we did and we will fix it and make it right! 

  Kindest regards

  Customer response

  14/07/2023

  
  Complaint: 20276298
  
  I am rejecting this response because:

  I will only accept once the issue is solved. As of now, the issue is still outstanding. 
  
  Sincerely,
  
  ********* *************

• Initial Complaint

  17/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My boiler broke down on February 4th during the cold spell we had. Anchor was called to come for services. A service tech came who was not knowledge on boilers. Cost of 150 for me to pay. Sent a second tech next day who didn't do anything but look at it and said he thought the module needed replacement Said they would send a quote next day. Quote was almost 1000 for a module and roll out switch. I told them as a single parent income I could not afford the repair at that price and could not commit. The next day a second quote came in a 500 +. When asked why the price changed they said they felt bad that I had no heat. Again at that price I had to say no for the time being. They then tried to convince me to finance a new boiler for 13000..the finance was denied. So still no heat. I then called someone else to look at the boiler. That person ordered the module that "needed" to be replaced.. cost 170.. and in fine working order actually not needing replacement.. nothing wrong with the module.. simple.. just the roll out switch.. cost 27.. and needs to be ordered. So how the quote was 1000 for a part of 27 dollars is beyond me. I've had no heat here in the winter for 2 weeks trying to keep my family warm and pipes not freezing..all for a 30 dollar part. Also I pay for a monthly premium for a yearly maintenance plan.. which they came about 2 weeks before my boiler broke. When this other tech came in he was very surprised at the amount of dirt and filth in and under the boiler claiming faulty maintenance. So nothing was even cleaned or looked at. Yesterday I tried to reach out to anchor and kept getting told that they would tell the boss " ***" and that he would call me back. Nope .. nothing.. next day.. nothing.. so I called again to make a complaint and try to get service and repair. Was told a technician would come out tonight and try to help if they had a switch. Then got called back and told "joe" cancelled the service call. They stand by the quote. Still no heat

  

  Business response

  20/02/2023

  We had two techs go out, the first one on that cold weekend, it wasn't starting, it was an older boiler at 16 years and she lined up a quote to replace the system, got denied financing, when our plumber did the walk through he diagnosed the roll out and board. We quoted her about $1000 repair for both parts, she said she had no money and would do with out till she could afford it. I tried to discount it as far as i could to help her get the heat back on and she still said she could not afford it. She calls in another company, diagnosed just the roll out after replacing the board but that did not fix it. 
  
  She called back in Friday around 6 pm because it's still not fixed, she should call back the company who said they could fix it for $27 because the repair price is as quoted $1,000. which she refused to proceed with. 

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After purchasing a complete new furnace and tankless water heater system from this company, I expected better customer service for the first cleaning service. Instead, the technician never showed up for the appointment on 06 DEC 2023 while I waited all afternoon for them, said they spoke to my son outside our house (who does not live near us) and then the customer service agent gave only excuses for the no-show and deemed it my fault for not being home. This type of customer service is unacceptable after spending thousands of dollars on a new system. The only offer was to reschedule something in January when they have some time. For a company that offers 24/7 service, again this is unacceptable.

  

  Business response

  12/12/2022

  So I will admit guilt when we are guilty, technician somehow went to the wrong home...  When nobody answered the door, he called our Operations Supervisor, who then called both numbers on file for Mr. **** and nobody answered the telephone calls so she left messages assuming that they had forgotten the appointment and they were busy, so she told the technician to move on to his next call.  Our Operations Supervisor did not make excuses for the no-show as stated but when she figured out what had actually happened, she called back the customer to re-schedule the appointment in a timely fashion explaining details of what she assumed at this time had happened and made sure that the proper follow-ups were completed; she is an extremely efficient and thorough employee and her details are always impeccable. The technician then told her in the afternoon that he had spoken to a young man (I have to assume this is the son reference but difficult to confirm as we're not sure which home he was at). When trying to reschedule the visit Mr. **** demanded that the call be done free of charge.  A mistake happened and for that we do apologize and will be more than happy to re-schedule Mr. ***** service visit at an earlier time than January and we will offer a 10% discount for the inconvenience. We will use this as a coaching tool for our team of experts and I don't believe that the reference to our company's 24/7 service policy being unacceptable is applicable in this instance. 

  Anchor Home Comfort Team! 

  Customer response

  15/12/2022

  
  Complaint: ********
  
  I am rejecting this response because they continue to provide excuses rather than providing quality service. 10% discount after waiting all afternoon for them when my time is worth much more. Very disappointing but reflective of what I have now heard from others of their service after installation.  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Furnace purchased at a total cost of $7960.00. The furance Cannot perform properly as its Over sized, designed for a larger dwelling. When the furnace is set at standard running modes it is Extremely loud, it short cycles (start,stop) continuosly as its to large to perform properly. When set on the lowest cycling mode it runs to the point of overheating. The furnace filter has sucked into the drum fan on multiple occations, again causing the unit to shut down as a result of overheating. Anchor has sent many Technicians who have tried ajusting the settings in every pssible configuration to No Avail. Independant assement by qualified technicians have stated that the furnace set up in this manner with continued over heating will shorten the service life of the unit, with potential to catch Fire. This overheating action was observed and confirmed by the Anchor service technician during the most recent visit to our home. This observation was witnessed immediately following a complete inspection of the furance at which point the technician stated there were No blockages,debris etc hindering the performance of the furnace . At this point the technician stated "We will send a Advisor over to measure up for a New Furnace". The following day we were visited by an Anchor service Advisor. He provided options for us to PURCHASE a New furnace. At this point there is No doubt that a New furnace has been reccomended and the the current furnace is ill fitting and a poorly performing unit. This opinion was also confirmed by Independant assessment . Multiple telephone messeges and two emailed letters sent to Anchor in an effort to resolve this ongoing problem to No avail. A messege was recieved on our answering machine with promise of a follow up regarding an offer of a smaller 60,000 btu furnace. Again No follow up was made on their part. WE are seeking a New furnace from Anchor At NO charge as part of their 100% Satisfaction Guarantee OR refund of $7960.00 we paid in Full.

  

  Business response

  12/04/2022

  *****, call me please we need to talk about this one. 

  

  Business response

  11/05/2022

  See attached document

• Initial Complaint

  07/12/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a ****** propane furnace originally from this company 30 years ago. We needed a gas furnace and AC so we contacted again in 2014. I made it crystal clear to Dave (salesman) when we purchased I wanted a ****** brand again. I signed contract and when they installed, it was a **** brand. When I contacted office, they said they don't sell ******. in 2016, AC needed repair, we paid approx $800,some of which was covered under warranty and I received approx $180 back after fighting for it, 2018 again we paid another company $800 for repair, Dec 2021, furnace needs $1000 repair, we do not have a functioning furnace until part comes in. I am very angry and frustrated and will NOT recommend this company. This unit appears to be defective as I have spent almost half the original new price in repairs and am not confident that this is done.

  

  Business response

  08/12/2021

  Good morning *********. We understand the frustration you feel. As homeowners, when we invest in equipment for our home, we have faith that it will preform to meet our expectations and keep us comfortable. As a contractor, we 100% stand behind the work of our technicians and the recommendations that we make to our customers. We sometimes cannot predict that the sustainability of a product is not what we promise, we rely on the manufactures to provide quality equipment to meet the promises that we make to our customers. We are always here to work with you toward a solution. I am glad that our Operations Manager was able to get in touch with you by phone this morning. I am confident that our team can work with you to restore your faith in us and the equipment in your home. 

  Customer response

  08/12/2021

  
  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,
  
  ********* ******

*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. ↩