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:06/19/2024

  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.

  Anthem was recently contracted by AHS to fix a swamp cooling unit. Upon inspecting the unit it was recommended the unit be replaced. I received a call from AHS stating the unit would not be replaced because the technician reported the swamp cooler is ****************** UNDER WATER??? The unit is on the roof of the house in the desert. If it was under water my whole house would have to be submerged. I've tried to call Anthem 3 times to address this matter. I've left messages and NO ONE HAS RETURNED MY CALL.

  

  Business Response

  Date: 06/19/2024

  Good morning *****,I understand your frustration regarding the denial of coverage for your swamp cooler by your home warranty company. Please know that it is not Anthem who decides on coverage approvals or denials. Your home warranty company makes these decisions based on the information provided, including system photos and responses to their inquiries.

  In our responses to their questions, we provided an honest and accurate assessment of your system's condition. This included noting rust, holes in the housing, and calcium and debris buildup. When asked about the causes of these issues, we mentioned the lack of weatherization and deferred maintenance that was apparent.

  It's crucial for us maintain transparency when responding to your home warranty company's queries, as their authorization team conducts thorough investigations into the causes of damage. I recommend discussing with them directly to understand what is covered, what isn't, and how best to maintain your equipment to prevent future coverage issues.

  Thank you for your understanding.

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

• Initial Complaint

  Date:09/18/2023

  Type:Product 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.

  My HVAC installed in June. Was supposed to get senior discount and credit for two parts. Did not receive either. Did not get proof of 10 yr warranty. No one returns phone calls or emails. Business address is just a warehouse with locked gates. No office to walk into. Very shady

  

  Business Response

  Date: 09/19/2023

  We have talked to the daughter of the customer, ********, who has submitted this complaint.  She is stating that the customer should receive a senior discount.  Our attached contract shows that we gave a $500 discount and an additional $1,529 discount as a buy back credit on parts and service that we had previously sold the customer.  All of this is itemized in the agreed contract.  We have answered all questions and concerns at this time.

  Thank you,

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

  Anthem AC

• Initial Complaint

  Date:07/17/2023

  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.

  Had Anthem assigned via FAHW for diagnosis of AC problem on 7/2. They came out and diagnosed on 7/5. New compressor was ordered via FAHW and picked up by Anthem on 7/12. I have been calling/texting with Anthem the last week (since 7/13) trying to get an appointment for repair. This evening (7/17) I get called and told the soonest available is 8/1 for the repair (2 weeks from now). It is 100 degrees this week and I have been without AC since 7/2 when the original claim with FAHW was placed.

  

  Business Response

  Date: 07/24/2023

  We are doing our best to get to get to each customer.  We are in a heat wave and are being sent way more work orders by the home warranty companies than we agreed to.  We have informaed the home warranty company that we can not get to their customers as quickly as we would like to and they told us that due to the high volume of calls they are ok with that and are still going to send us the high volume of calls.  This customer was not happy that we do not have the qualified employees to get to them in the time that they want the job completed.  Their are other customers that have the same issue as they have and are much more understanding of the situation.  I responded to the same complaint they left on YELP.

  See below my response to *** on YELP.

  Good afternoon ***, I understand your upset over the timeline and availability we have to install your compressor. We are doing our best to get to each customer as the high temperatures has created an influx of calls and broken systems. We prioritize our calls so that the right technician and installer is assigned for each job. The home warranty supplied compressor will be installed as soon as we get our qualified installers available. We have put you on the emergency list so that we can move your scheduled date up if availability becomes available. You can reach out to your home warranty company to see if another company is available to get to you sooner, but with the heat wave I believe all companies are going to have some back log for installing a home warranty compressor. Thank you, **** *******

  Customer Answer

  Date: 07/24/2023

  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. Even though NOTHING was done to remedy the situation on their part. I have made it known via service reviews that other customers should NOT hire this company as they cannot handle a high volume of work.

• Initial Complaint

  Date:08/11/2022

  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.

  on feb. 11,2022 american home shield sent anthem a/c contactor to look at my ac unit the worker told me it would be expensive to repair, i told him i ws planning to replace it in the end of the month i will get a retirement check. but go ahead and repair it for know. so he did repair it and gave a bill for $ 582.40 . mnoth pas as i reviewed all my bill i started question the bill and called anthem about the bill the women on the phone said the bill was high because you sign up for a maintance agreement , i told her i did'nt sign up on a maintance agreement, why would i if i was planning on replacing my ac units the following month. for two weeks i been trying to talk to ***** about this, he was to call me back, they keep trlling me he was to busy or he was out in the field.i told the person i was talking to why would i buy rhe agreement if i was planning to replace the unit.

  

  Business Response

  Date: 08/11/2022

  Good afternoon Mr. ******,

  
  

  I am sorry that our manager has not returned your call from August 2.  I see that he was sent an Email and I asked him about that this afternoon and he said he must of missed it.  I asked him to get better at responding to customers and if he can not get back to someone when he gets the message he should forward it to our general manager, office manager or myself and we can respond for him.  I hope that this will avoid a situation like this in the future.

  
  

  I see that we were at your home on February 11 under a home warranty service call.  At this call your system was low 2 lbs of refrigerant.  Your home warranty company only covered $10/lb under your contract with them and asked us to collect the difference owed for that refrigerant.  You agreed to pay for the refrigerant and you accepted a maintenance agreement for your 2 systems.  The total charged for the refrigerant was $332.40 with $20 of that covered by your home warranty company.  The 2 system annual maintenance contract was $270.  You paid $582.40.  An estimate was given to you to replace both of your AC systems, but was not accepted at that time.  

  
  

  On March 11 you accepted the contract for the new systems and they were installed on March 17.  We had moved your first AC maintenance from Spring of 2022 to the fall of 2022 since you purchased the new systems.

  
  

  If you would like to cancell your maintenance contract with us we will refund your $270.  

  
  

  Thank you,

  **** *******

  Anthem Mechanical

• Initial Complaint

  Date:06/11/2022

  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.

  Claim for AC unit repair was denied by FAHW based on dirty coils in attic. This company was their tech on site to make assessment. Which is incorrect based on a 3rd party assessment. I had a 3rd party company come to site and diagnose the problem on the AC unit prior to their arrival. The 3rd party says issue is leak in compressor/condenser, not dirty coils. Pressure readings do not indicate a blockage in coils. This is simply another case of this warranty company trying to avoid a claim. I feel this company is working with FAHW to deny valid claims for repairs. The tech seem unsure of what he was doing on site.

  

  Business Response

  Date: 06/13/2022

  Good afternoon ****,  I understand that you had some one that you knew already diagnose the system prior to our arrival at teh property.  You informed our tech of the diagnosis from your frien regarding a refrigerant leak.  During our service we inspected several areas of the system and checked refrigerant levels.  We found the system has a dirty coil and refrigerant pressures were low. We performed a visual and electronic leak search to try to identify what area of the system was leaking refrigerant, but was not able to pinpoint the specific area that is leaking refrigernt.  Our report and pictures submitted to your home warranty comapny confirmed this diagnosis.  Your home warranty company made the decision on what coverage you get based ont these pictures, report and your contract with them.  I understand that you are upset, but we would suggest that you talk to your home warranty company and review your contract with them to see what is covered and not covered by them.  

  
  

  Anthem Air Conditioning