ComplaintsforAnchor Heating & Cooling, Inc.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Had a new heating and cooling system designed and installed at our home in *******, ** consisting of 2 zones, upstairs and downstairs. The upstairs zone works just fine but the downstairs zone does not and there is virtually no air flow and it does not adequately heat or cool. They have been out many times and said everything was fine but I had two other contractors come and look to say the design and implementation was not correct and a new system needs to be installed. The original contractor came out 2 months ago and agreed what they did was wrong and that he would fix the issue but has not done so and will not respond. The repair is estimated at $9000 by a second contractor.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the fall of 2021, Anchor installed two new HVAC systems at my residence (servicing 1st and 2nd floor). Ever since install, the Air Conditioning system makes a loud growling noise at startup and shutdown. Anchor has been aware of this issue since 2021. It took almost two years for Anchor to come out to fix the issue (in the summer of 2023). When Anchor came onsite to repair, it turned out that the wrong parts were supplied by the manufacturer, so the repair never happened. It is now December 2023 and Anchor still has not returned to fix my A/C. The resulting loud growling noise occurs at all times of the day, and has materially (and negatively) impacted my family's sleep patterns (i.e., our circadian rhythms), including that of our young daughter (whose room is adjacent the A/C units). Further, our neighbors have complained that they too can hear the loud noise, including at night.

  Customer response

  01/02/2024

  Hello, as requested, my home address is:
  
  ***************************************************************; 94556
  
  This is where Anchor Heating & Cooling installed the two HVAC units in connection with my remodel.  Please let me know if there is anything else that you need.
  

  Business response

  01/23/2024

  ****, the business owner, has been in contact with *************************, the contractor, we were contracted by to do the work. They have been working on a solution to resolve the issue and communicate scheduling with the homeowner. The communication began 1/3/2023. 
  
  Thanks,
  ************;
  

  
  

  Customer response

  04/04/2024

   
  Complaint: 20992110
  
  I am rejecting this response because:

  While *************************, the general contractor, has provided me with updates, ************************* has communicated to me that **** rarely responds to ***************************** communication attempts, and that when **** does respond all dates that have been promised by *****/*********************, by way of *************************, have been missed with no follow up communication or apology.  The last promised date (by way of ************************* via text message on March 13th, 2024) was Friday, March 29th, 2024 and Anchor did not show up to my residence to perform the necessary repairs ************************* communicated to me.

  While I appreciate that **** is allegedly communicating with *************************, **** did reach out directly to me and corresponded directly with me on January 11th, 2024 via both phone and text message.  I have attempted multiple times to contact **** via phone and text for which **** has not responded.  In my correspondences with *************************, I get timely replies, most of which are ************************* telling me that **** has not returned his calls.  **** has both ***************************** and my mobile #'s, the least **** can do is communicate with the both of us.

  Furthermore, remediation of this complaint has two parts...  repair of my two A/C units, and compensation for my loss of quiet enjoyment.  For the second piece, compensation for loss of quiet enjoyment, **** has not made any attempt to communicate with me or ************************* (to the best of my understanding) about what this compensation will be.  This BBB complaint cannot be closed until both the repair is complete and a mutually agreeable compensation settlement is reached.
  
  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. ↩