ComplaintsforAnderson Plumbing Heating & Air Conditioning

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After being a longtime customer of ********************** and a customer of the new *** program, I contacted Anderson as my outdoor water spickets started leaking a bit. The technician that came out was extremely nice and professional and offered a quote. To my surprise, the technicians pricing manual had the replacement cost of these two water spickets to exceed $800. This was a complete surprise to me as the cost for a new spicket at Lowes/Home Depot is approximately $20.00 ea. and the time needed to install is less that 10 minutes per spicket (per tech himself). So having a quote of over $800 for something that has an actual cost of less than $40 (before labor) is shocking. With this surprise, I wrote into Anderson immediately asking for a call back which was ignored as no one ever called. I then responded to the customer satisfaction e-mail that was sent the next day asking for a call but again, no one called. I then called in to speak with management about a week after and that request was also met with a response that no one is available and someone will back with again, NO CALL. All of this is concerning as Anderson has always been very responsive when issues arose in the past but now there seems to be some sort of gap as I have now had three failed attempts to talk to management about this quote (to be sure it was accurate as it seems extremely high). I do not know where to turn at this point as I am paying the monthly installments of the *** plan but am unable to reach a member of management to discuss this issue as this is coming from a company who advertises "nobody who's clients like they do". We are not wowed as we continue to have leaky water spickets and unable to get a call from Managment despite several attempts.

  

  Business response

  05/22/2024

  To whom it may concern,
  
  I have reached out to this customer to discuss the issue at hand. ****************** is a member of our VIP program which offers reduced dispatch fees, discounts on services performed and four services throughout the year, one of which includes a plumbing visual inspection. We had received a call at 4:26pm on 5/16/24 to investigate two leaking hose bibs. He inquired as to whether or not he could use his VIP Plumbing Visit for this appointment. Since he was not yet due for another VIP Plumbing Visit, the agent waived the $31.00 dispatch fees as a courtesy.
  
  Our technician was dispatched to his home and presented an estimate for repairs later that same evening. According to ******************, he was advised that it will be a quick job, taking approximately ten minutes for each of the hose bibs. ****************** feels our pricing is too high and inquired as to whether or not there may be a billing error. I have confirmed that he was offered the pricing for VIP customers. A $100.00 discount was already added to help with the cost. That is not enough of a discount in his eyes. Had that discount not been added, I would have been happy to add it myself. However, we can not further reduce our pricing.
  
  Keep in mind, this is an estimate. We have not performed any repairs, as he does not agree with our cost to proceed with the work. This is still unacceptable to ******************. He has requested a member of the senior management team now call. I will make those arrangements.
  
  Sincerely, 
  
  ***********************

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called initially because the main sewage line is backing up into the yard. We called for the hydropressure service. The company came and that particular service did not clear the line. They said they would need to locate the pipe underground to repair that, The machine used to locate the pipe gave a faulty reading and was approximately 5 feet off. After digging the hole they realized it was the incorrect spot. The price quoted to fix the pipe was an approximation of $4200 to repair the damage. After realizing they dug in the wrong area they stated it would be over 10k to go under the sidewalk to fix the line, when in fact they just needed to move over to the other area and dig. We were told they would get back to us Monday and no one ever Called. Placed two separate calls and were told Wed get a call back short and no call. All the water from so la toilets are still coming ** in the yard and in need of addressing immediately.

  

  Business response

  07/12/2023

  Good morning **************,

  I have been provided the following information regarding this complaint from the Drain Manager.

  "As of yesterday evening, after further exploration ************************* figured out what had occurred. The pipe was broken when they ran *********-****** and the jetting stream burrowed into the dirt. When the camera was run after the jetting, it followed the new hole the ****** caused and created an incorrect reading for location of the line.

  This issue was then determined to be in the ************** right of way. The City was contacted and came out right away to perform the repair at no charge to the customer as it was determined to be their responsibility.

  The initial invoice for the $4200 was removed and the customer is aware of this."

   

  We do sincerely apologize for the experience, if you have any further concerns or questions- please do contact me directly. 

  ***************************** 

  Client Relations Manager

  Anderson Plumbing Heating & Air

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

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

• Initial Complaint

  06/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Ive called this company 4 times to scheduled a blower replacement based on maintenance service we had a month ago. Each time I speak with someone, ** told my request needs to be emailed and someone will call me. No one calls ** back. Last week we had a separate repair man in the house who said he smelled gas in our attic where an Anderson tech had recently been. Called again regarding the gas smell. Again, was told someone would call us back. Its been 4 days and still havent heard from anyone. We pay for a monthly VIP service. Not feeling very VIP when I cant get a return call, get our leaky blower repaired and have a gas smell in our attic.

  

  Business response

  06/02/2023

  Good afternoon *************, 

  I have just gotten word from ******, our HVAC Service Manager, that ************** will be out to your home this afternoon to replace the blower and perform a thorough gas leak inspection. 

  I sincerely apologize that your calls were not followed up on, I can certainly understand the frustration. 

  Also, our policy was not followed regarding hearing of a possible gas leak. That is being addressed internally, immediately. 

  I cannot express how sorry I am for this part in particular- as this is not a "wait it out'/ "I'll take a message" circumstance.

  We will make sure that your family and home are safe for you, and you may call on me directly with any further issues you may have. 

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

  Client Relations Manager

  ************ (desk)

  ************ (cell)

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

  Customer response

  06/03/2023

  Due to filing this complaint, we were finally able to get the blower motor replaced and sure enough we did have a gas leak. The techs are awesome, so professional and worked to fix all of our problems. I am disappointed after spending $1200 for the blow motor repair and over $1100 for the gas leak for a total of over $2300, that Anderson did not offer some type of discount due to the amount of time it took for ** to get a response and have this fixed. 

  

  Business response

  06/08/2023

  Good morning *************, 

  I have received word from both **************** and Plumbing Manager that they will refund %15 of each invoice.

  We did not charge for replacing the capacitor at the time of replacing the blower motor. 

  In addition, If you choose to move forward with the duct cleaning, we will install the previously recommended safety switch for your air conditioning system. 

  The refunded amounts are $189.00 and $170.45, and should ************** 3-8 business days depending on your credit card bank. Accounting will email you the refund receipts for your records. 

  If there is anything further I can assist you with please do let me know. 

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

  Client Relations Manager

  Anderson Plumbing Heating & Air

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

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

  Customer response

  07/06/2023

  Hello: this email is in follow-up to my conversation today with the Better Business Bureau regarding refund that Anderson Plumbing promised me in regards to the June 8, 2023 response from them pertaining to the above reference Complaint. I have yet to receive the refund and the timing of the refunds promised  by Anderson Plumbing has since passed. On June 16, 2023 I reached out to Anderson Plumbing at the contact information included in the Complaint response to let the person know that I had not yet received a refunds. I have yet to receive a response from this person at Anderson Plumbing. Can you please assist me in reopening this Complaint and reaching out to Anderson Plumbing to receive the refunds that were promised to me? Thank you so much. 

  

  Business response

  07/07/2023

  Good morning *************, 

  I sincerely apologize that the refund was not processed. I have sent accounting an email and message, as they are in at 8:am, to process immediately. I will also follow up shortly after 8 to make sure its been handled.

  Due to my error, I am also having a refund processed for $108.00- which is 6 months of your VIP being returned to you. 

  In total you will have $467.60 refunded, and accounting will send you the refund receipts. 

  Please do call on me with any future concerns or questions. 

  Again, I apologize for my error and not having the refund processed. 

  Thank you, *****************************

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

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

  Customer response

  07/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Anderson Plumbing **************************** Tech came to my home on December 9th for a coupon service of my gas heater. $59 Tech claimed detection of carbon monoxide that would be harmful to my family. Recommended replacement and shut off gas to unit. December 20, 2022 SD Gas and Electric expert appointment to check out claim of dangerous furnace found the unit to be working properly with no issues concerning carbon monoxide.The appointment by Anderson was a scare tactic to sell furnaces.

  

  Business response

  01/26/2023

  Anderson PHA was called out to do a maintenance service on a furnace that was exisiting in the home after purchasing 4 years prior.

  Upon inspection, the furnace is from ****, and was emitting carbon monoxide within the home during operation. 

  ************** used two separate devices and tested outdoors with the units as well for any false reading. There was no CO2 reading outside, only within the home during the furnace operation. 

   

  Once the service was complete and the client was given all of the information, ************** emailed the invoice, with all of his findings to them. 

  Our program shows that the email was opened by our client.

  I sent the invoice again fo rhte client to show that the technician did provide them with the service information. I also sent a screen shot of the opened invoice on the day of service. (see attached email) 

   

  In finding the furnace in the condition and age, it was recommended to replace. 

   

  Thank you for your attention, ***************************** 

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

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

   

  Customer response

  01/26/2023

  I reject the response from Anderson because it does not include any reaction to the findings by SDG&E who found the furnace to be in good working condition with a blue flame.  Representative from SDG&E reported no I need to replace the furnace and that the measurements by Anderson employee were not of a level of concern.  Anderson employee engaged in scare tactics to a Senior consumer.  It was a theatrical show and purely a sales call.  I suggest that Anderson stop these unfair tactics that would have cost me thousands had I not sought an expert to verify that my furnace was in good condition.  The Anderson employee suggested that I not expose my love ones to the non existent dangers and dramatically joined me in a ceremonial turning off of the gas.  

  I request you stop these tactics and that this action be made public with the BBB so that others especially Seniors can be on the lookout!
  

  

  Business response

  02/03/2023

  Thank you ********************, 

  
  With all due respect, any level of CO2 that is found within a home is cause for concern. 
  ************** found a level of CO2 within your home, tested outside to make sure his device wasn't reading a false level. 

  Our management would be happy to review the report from SDG&E against what ************** found. Please do email that to me for review. 
  
  Your concern was sent to **************** Manager, who then checked the technicians device for accuracy, and found it in proper working order. Perhaps, the device SDG&E was using wan't working properly. 
  
  We do apologize that you feel we have been dishonest, and for the experience you have had. We have many BBB Ethics awards, certified technicians in this field,and have been in business for 45 years. 
  All of this equates to we are not in the business to take advantage of our clients,much less our senior citizens. 
  

  We appreciate your business, and wish you nothing but positive experiences moving forward with a company that suits your needs. 

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

  Customer response

  02/09/2023

  Bottom line is SDG&E said there was nothing wrong with my furnace it has a bright blue flame and anything I purchased would be the same furnace.  I did not see your technician test the air outside nor did he show me this lack of reading.  I resent your scare tactics and maintain my complaint.

   

   

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Anderson Plumbing completely replaced our HVAC system. There were many items that did not require replacement. There were additional ducts that were not required. I coordinated the install when our system went down. I was assured that the price was the best price in the market and for the area. We were charged almost 40K. We were guaranteed a money back guaranteed. We received 3 estimates that were more than 1/2 of what Anderson Charged. The sales person agreed that there was a money back policy but is now not returning any phone calls.

  

  Business response

  01/19/2023

  Good morning Mrs. ***** **********************,
  
  My name is ****, I am our Client Relations Manager here at Anderson Plumbing Heating ***** Air.

  
  Thank you for bringing to our attention your dissatisfaction with the cost of your two new HVAC systems, totaling $33,098.15.
  We are happy to see that you havent had any warranty calls since install in August 2022, and the system is working as sold, installed and intended for you.

  
  Anderson PHA offers 2 guarantees:
  1- Within 30 days of install, if you find the same install/apples to apples- we will refund you the difference. (Quote has to be in writing, from a Licensed contractor- matching everything Anderson has installed)
  2- During the first year, if you are dissatisfied with the performance of the equipment or our service for any legitimate reason, we will correct the problem at no cost to you. Or we will remove the system that we installed within 30 days of your request and refund the entire contract price. 
  
  Your Design *********** ***** went over all options,including; cost, efficiency, size and function of offered equipment.
  On December 30th 2022 you sent **** a picture of another companys ad special for installing HVAC equipment. **** stated that any quote you wanted her to review- had to be in writing, and within 30 days of install per our policy.
  

  At this point we are past the 30 day price match, so, we are offering to pull all of the equipment we have installed and refund you in full-per our guarantee and your refund request.
  

  Please contact myself or our install department to schedule this service.
  Thank you, *****************************
  ************
  **************************************
  
  ***************************, Install Manager  **************   ********************************************

  Customer response

  01/19/2023

  ****,

   

  Thank for reaching out. Your comments are incorrect. I have repeatedly been trying to contact **** ever since the install, I send at least 3 estimates from others for the same system. She ignored every text message and call.  She finally said she was on vacation - or at least that was the excuse given. I have never met a sales person who ignores messages unless they have something to hide. .You guys got payment and ran. We have perfect credit and you gave us some shady deal that forced us to start paying before the installation was completed through your creditor. **** admitted that was Anderson's practice. I don't trust you with a deinstallation, nor do you have my old system to reinstall,  So that option is unacceptable. There is no new technology on these commodity systems. Also the unit extends into the walkway which does not allow access for handicap personnel. 

   

  She also told me I had year for a full money back guarantee, period. We are NOT beyond the 30 days because your company was inept in getting back in touch. 

   

  Furthermore, Anderson sent out water heater people quoting a replacement for double the amount of money. I suspect **** sent them out as well.  I had other estimates ready and the plumber wouldn't match it. So, please don't act like that is your practice.

   

  We expect a full refund.

   

   

  

  Business response

  02/03/2023

  Good morning Mrs.  & **********************,

  I have gone over your concern with the head managers and owner regarding your request for a full refund. 

  Our price guarantee states:

  Anyone can make something less expensive by cutting corners. Our Price Guarantee is our promise that you cannot find a comparable installation for less within ********************************************* we will pay you the difference plus a $50 bonus. All we ask is that the comparison be apples to apples

  Our 1 year money back guarantee states:

  "If within one (1) year of the original installation date of the equipment (hereinafter referred to as "New Comfort System") by Anderson Plumbing Heating & Air (hereinafter referred to as "Contractor"), the New Comfort System fails to work properly due to defects related to the New Comfort System itself and/or Contractor's installation of the New Comfort System, Contractor will remove your New Comfort System and refund 100% of the purchase price if Contractor is unable to correct said defects."

  If you can supply me with the email(s) you sent **** within 30 days of your install, showing the other bids, I would be happy to send that over to management for review. 

   

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

  Client Relations Manager

  Customer response

  02/09/2023

  All the information was provided to the sales person. Get it from her. The fact that you ask me for specific quotes from other vendors further shows your unethical business practices. Anderson price gauged. If this company was *********** would not claim to have a matching policy AFTER installation. They would have matched upfront and had best pricing upfront. The sales person, Edin, ensured me that she had the best pricing with 100% certainty, which was a deliberate lie. And, later stated it was a lie. After installation, she then admitted they did not. She was given 3 forms of proof of lower pricing elsewhere and NEVER responded. The installation does does comply with *** requirements for installation and impedes accessibility.  The installation was not managed properly. Anderson cut corners. The installer had to get called back 4 times. 

   

  Anderson does not price match. They lost the water heater business because they lie about price matching and did not price match. Ask the plumber with the pony tail. We expect a 100% refund. Pink trucks don't wow and neither does Anderson Plumbing. Edin was a disgrace.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Number 1 I was sold a second air purifier and lead to believe I was adding an upgrade to the existing air purifier Next I told my ducts needed to be replaced I totally agreed at that I requested a new intake and outtake vent to be installed It was installed incorrectly but company fixed the problem All the time I am complaining that Im not getting any cold air I had the thermostat replaced no cold air Had the outside unit cleaned more money no cold air finally a technician put dye in unit to check for leaks Yes there was a leak Now Im waiting for parts Its 6 days later I have been dealing with this since Feb 21 I absolutely cant take it anymore I need a resolution

  

  Business response

  06/23/2022

  Thank you. 

  Anderson Plumbing Heating & Air was in contact with our client yesterday at 10:54am to schedule the install of the coil under warranty. It is scheduled for replacement this morning with her preferred technician. 

  The service call for the leak search was scheduled for 6/16/22, PM call. Technician found the cause of the leak after 5pm, at this time the vender is closed. The order was put in the following morning, 6/17/22, for the coil, and it was delivered at 9:42am yesterday, 6/22/22. 

  Also, the technician called in a portable air conditioner during the 6/16/22 service call to be delivered to the client the following day, 6/17/22, and it was delivered.

  In regards to the filtration concern;

  The system was originally installed in 2015 with a pleated Merv 16, 5" filter in rack at return of furnace. A Phenomenal Air plasma filtration system was installed 6/3/21 in the air conditioning supply. 

  This is additional air quality/filtration to what client originally had. 

   

  We do believe we have resolved the clients concern regarding this complaint. 

  Thank you, ***************************** 

  Client Relations Manager

  Anderson Plumbing Heating & Air. 

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

  erinh@andersonpha,com

• Initial Complaint

  04/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  2/28/22 Charged $678.30 to "locate a leak in slab" when problem was a leaky toilet flapper.When I complained they claimed to want to resolve the issue but would not provide a contact phone number.They recorded my service request call in which they said the charge would be $49.Invoice *********. I am a senior with pancreatic cancer.I have requested a refund of the over charge.

  

  Business response

  04/11/2022

  I have spoken to the client and have agreed to refund him in full due to his experience. 

  Refund is being mailed out in check form 4/11/22 $678.30. 

  Our client is satisfied with the resolution. 

   

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

  Client Relations Manager

  Anderson Plumbing Heating & Air. 

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

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

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Anderson to remodel a bathroom. Job was going to take 10 to 14 days its been almost five months now. The shower they installed is still leaking. Anderson has been out four times to fix the problem. Turns out when they installed the shower pan nobody bothered to put grout or anything to shore up the shower pan. So shower leaks at the drain. Now they have to take the whole shower apart to fix the problem. A brand new shower ripped apart and put back together ruining the integrity of a new shower. We paid for a new shower to have it ripped out and put back together. This wiil compromise the integrity of the whole shower, thus its not a new shower. So many problems and so far no resolution. It also makes us question their warranty. What happens when it runs out? We paid thousands of dollars for really bad work. We have lost all confidence in Anderson plumbing and want what we have paid so much for!

  

  Business response

  11/01/2021

  Good afternoon ************, 

  My name is ****, I am our Client Relations Manager here at Anderson Plumbing Heating & Air. 

  Thank you for bringing to our attention your experience, and continued dissatisfaction. 

   

  I was able to speak with ****, our Drain Manager, ****, our Compliance Manager and the Owner, ***************** this morning regarding your complaint. 

  Firstly, i was to express my sincerest apologies for how your job progressed. Getting off to stand still start was in no way our intentions. Moreover, the quality of the work performed. 

  We will most certainly do everything we can to make this 100% correct. with the utmost respect to your home and time. 

  We will have ****** (lead installer) **** (field manager) and **** (compliance manager) arriving on Wednesday, 11/3/21, at 9am to go over all of your concerns and gather a plan of action to rectify all items immediately. You and your home will be their only priority until this matter is resolved to your complete satisfaction. 

   

  We look forward to making this right by you, and leaving a much better impression. 

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

  Client Relations Manager

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

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

  Anderson Plumbing Heating & Air

   

*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. ↩