ComplaintsforAnd Services

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AND Services installed a brand new ** system at ********************************************* on 8/15/2020 for me. The product booklet, the county permit, the quote and the invoice all showed the ** system was 5 Ton Blyant 14 seer Heat Pump split system. This year when the winter was colder than average, my tenant complained the electricity bills were very high. I placed an order for AND Services to check the unit, the tech came and told me it is not a heat pump unit, instead it is a straight cool system. The tech also told me I need to replace the electrical panel and UV which would cost me approx $600. I was surprised by the findings and called another ** company for a second opinion. It turned out the electrical panel was not bad and they confirmed the unit is not a heat pump unit. Regarding the technician quote of approx $600, that was not an honest practice either, because the electrical panel was not bad, and there should have no charges for UV light replacement, according to my contract. I have tried to resolve the issue with AND Services for several months since the issue surfaced, they said the best they can do is offer me $200. Their contract offered Total Confidence System Warranty and have exclusive 5 years no lemon guarantee. I need BBB help protect consumer on this case. The company needs to remove the compressor, a lemon product in my eyes, and install a new one. I am a senior citizen, woman, not that knowledgeable about ** system, but for this case, I know many people would agree with me, a correction needs to be made by AND Services.

  Business response

  07/16/2024

  We're very sorry to hear about your unsatisfactory experience with our company. Please reach out to our customer relatiosn manager **** at ************ to help rectify the issue. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on march 31 of ************************************************************************* ****** dollars they did not gave me paper and receipt they over charge me

  Business response

  07/16/2024

  We're very sorry to hear about your unsatisfactory experience with our company. Please understand that when our technician came out and found that your capacitor had gone out he also recommended a hard start capacitor so the issue wouldnt come back soon. He went over the issue and got authorization from you and payment of $646 which is $323 for each part like it states from our pure pricing invoice. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe 1/16/24 I called And services about my kitchen sink being clogged. They came the same day. Diagnosed the problem. ***** said because it was an emergency that they would come out the next day to start the job. On 1/17/24 three plumbers came. The sink was unclogged, a water softener was installed and a faucet in the kitchen. At 1st the price was $8K. Someone went to purchase a new faucet and the price went to $9692. Approximately a week later I began to have water pressure issues in my kitchen & the bathroom in the master bedroom. ************ came out and changed something on the sink in my bathroom and flushed something and the water pressure was fine. On 2/24/24 we noticed that the water pressure in the master bathroom was not good. I buy & install a new shower head. The problem seems to be resolved. On 3/18/24 the water in my kitchen is not running. I took off the handheld piece like they showed me, black stuff came out. I screwed it back on. Now water is trickling out. No one was available to come out that night. On 3/19 they scheduled to come out. I received a call they would be coming at 9:30am I explained I had to leave at 10am for work. They show up at 10:02am as I'm walking out the door. I asked to speak to the plumbing managers **** or ******, about my bill but they are conveniently not available to speak with me. I would like an itemized bill. I would also like my bill reduced as I NEVER had water pressure issues in my kitchen or bathroom until And Services did work in my home. Only a clogged kitchen sink. I do not think it is right to pay $9k for a company to create an issue I never had until after they preformed services. I do not want to be continuously calling a company that promises great service but does not deliver. I'd rather deal with a clogged sink than no water coming from my faucet or to sacrifice a shower with optimal water pressure. And they are more than welcome to remove their water softener and issue me a refund.

  Business response

  07/16/2024

  We're very sorry to hear about your unsatisfactory experience with our company. Please reach out to our customer relatiosn manager **** at ************ to help rectify the issue. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had water in our kitchen and hired AND services to figure out the problem. They told us it was our water line and gave us estimate and also charged us to make sure it was not the waste line and was in fact the supply line. We agreed to the repair with the understanding it would fix our issue. They did the repair and we still had same leak. They returned to try and find the leak and could not find it on two attempts , on third attempt after calling them frustrated they sent a regional manager named Roger. He said that he found it behind the washer and sent staff to try fix it. After the repair within the same day we had the same leak but now worse and it began to enter the bedroom. After this point they did not take my calls about the leak and their call center took numerous calls down. The repair was done some time May 2023

  Business response

  07/16/2024

  We're very sorry to hear about your unsatisfactory experience with our company. Please reach out to our customer relatiosn manager **** at ************ to help rectify the issue. 

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our A/C from AND Services in 2016. Unit was installed 3/25/16. WO #*****-101.The unit is 8 yrs old and we have had AND come out for a service call on 2/16/24. They advised us that the unit would need to be replaced along with several other items for a total of $34,000. I did request 2nd opinions on the fate of my unit and found out AND Services never registered our system, so there is no WTY on the product. I believe this error should be taken into account of the replacement of the entire unit.

  Business response

  07/16/2024

  We're sorry that you feel this way. When an air conditioner is installed it has to be registered with the manufacterer which is the responsibility of the owner of the equipment. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company will not return my calls. They installed a new HVAC System Nov 20, 2023. I found out the heat was not connected correctly and made 10 calls and waited 3 days for service. Now Ive found that they installed the incorrect thermostat ( not the Wi-Fi enabled one on our proposal and what we paid for. No one will answer phone calls , letters or texts.

  Business response

  07/16/2024

  We're very sorry to hear about your unsatisfactory experience with our company. Please reach out to our customer relations manager **** at ************ to help rectify the incorrect thermostat issue. If you chose to use our company for the free service call that's great, if you choose to use another company for your ac issues then you would be resposible for their fees. 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AND Services came on 28 December to reconnect my water lines, drain, and install my disposal and dishwasher. I was quoted $750. The plumber called at 09:17 to say he was there to remove the roots from my household drains - not the service I booked; I was told he would have to get a different plumber to do that. Later my daughter called to say the plumber said he couldn't install the disposal because parts were missing. It was brand-new. After some discussion it was decided he was mistaken. When I got home the AND Services van was still in my drive. As I pulled up he sped away before I could get out of my car. I thought this odd; I tip all service people. When I used AND to cap off the kitchen water supply so I could have new cabinets installed I tipped $40 for a $149 job - I would have thought he would stick around for his tip. When I got to the kitchen I noticed the rubber disposal drain was upside down. I pulled it out and reinstalled it correctly. Then I noticed the dishwasher was tight up against the left side with a big gap on the right. The insulation that wraps it was bunched up in a big knot - it had been wrapped around the drywall s**** he used to mount it. He (*****) had broken the mounting brackets to use them as washers and had screwed them through holes in the sides of the dishwasher. The screws and broken brackets prevented the door from closing and sealing. The screws were set into the frame of the new cabinets I had just installed. The instructions say specifically not to use the holes in the sides to mount it and to not s**** the dishwasher onto the cabinet face. In addition, the dishwasher was crooked in the ** Y, and Z axis; the left side was further in than the right, the top stuck out further than the bottom and the right side was higher than the left. I took out the s**** and that's when I saw the broken cabinet frame. And I was charged $1500. No one came out to inspect it until two weeks later. I was asked to be patient. It's been 10 weeks.

  Business response

  07/16/2024

  We're very sorry to hear about your unsatisfactory experience with our company. Please reach out to our customer relations manager **** at ************ to help rectify your issue. 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Unit went down end of ********* ******* originally diagnosed as compressor then found was Blower. Paid $1368 against total bill for PARTS AND LABOR as I was told by several company reps that unit was NOT under warranty. Found out from Carrier that parts were under warranty and notified company. It took a month and a half to get parts and after installed I was told that I still owed an additional $247.I asked why installation alone cost same as parts and install and was told that was the price. I contacted several other HVAC companies and was told that an installation alone (which is all I was responsible for) would by no more than $600. It took less than 2 hours to install.I contacted the company several times with no better results. They now will not even return my calls. I even sent an email to the owner outlining issue with no response. What I believe should be done is to refund me $768 to make the bill equal to what other A/C providers would charge for the labor since parts were covered under the warranty,

  Business response

  07/16/2024

  We're sorry to hear about your unsatisfactory experience with our company. Please reach out to our customer relations manager **** at ************ to help rectify the issue. 

  Customer response

  07/18/2024

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

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issues with the work contract:The contractors did not honor this contract what-so-ever, so why should I be responsible for paying $19,000.oo for negligent work? The Inconvenience, stress and violation was not at all worth all the shotty work I endured.I have been overcharged for incomplete work for the past 9days- So far..(Jan9-today)These contractors left my house after signing the contract as Job done without completing 6 of the 9 jobs on the work order, they did accomplish re doing 2 baffle lines I asked did they pressure wash the pipes, he quickly replied yes. I felt uneasy about this response- but I am a trusting person and I shouldn't need to be responsible for babysitting two grown men he handed me an unopend bottle of bacterial enzyme treatment and said pour it in the drain 1x per month on Friday I remembered I can check my ring cameras cloud and investigate what happened- the ladder they would need to use to hydro-wash the roof pipes had only been moved out of the truck for convenience of space and back into the truck before leaving for the day. Therefore I made an educated guess that they did Not tell me a true story.. I reviewed the contract and realized that they defiantly did not ************ the toilets and the bacterial enzyme treatment that was promised on my squeeky clean pipes was handed to me in an un-opened bottle- for me to figure out!I reached out the sales manager, he came over on that next Monday to vefifiy that none of the issues in the sale package had been completed,The following week,, the day after the toilets were pull & replace the water pressure went way way down in the 2nd bathroom and also noticed a slow drain in the bathtub of the 1st bathroom; not exactly sure what would cause this- but it seems like and odd occurrence considering the pipes should be clean and clear by this time? No confirmation was ever given to me on completion of the job. This company did not honor my property or investment..

  Business response

  07/16/2024

  The job has been completed. 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a twice-a-year maintenance plan at the Home Show in *********. AND Services showed up for 1 maintenance visit just after the closing of the home show and had to replace a capacitor and found no other noticeable problems. I called for my second maintenance in May, 2023 to prepare for the summer season, and I was told they were too busy...and I would have to wait until the fall. I was subsequently told by AND Services Management that shouldn't have happened but "oh well".In July, 2023, I was notified that there was a leaking problem from my A/C unit which was caused by a ***** water pan which should have been identified by AND Services when they conducted their periodic inspection...or the inspection that never occurred in May. That leak cost me $6000 in water damage accessed by ****** Way Emergency Services.At that time, I paid $9000 to AND Services for a new A/C unit. If this leak had been caught/identified earlier by the AND Service Technician, it would have cost me a lot less since the cost of air conditioner units had risen significantly.I subsequently showed up personally at AND Services and spoke to *****************, Branch Manager, and said there should be some liability for NOT checking for any leaks in the A/C. I was also told that they don't check for water leaks in the A/C drip pan. I find it ironic the technician can find other components that they can replace at a cost to the customer. I firmly believe ********************** should also be liable for refusing to conduct an inspection on my unit in May... that inspection might have found there was a problem with the drip pan. That problem caused water damage in my unit as well as units below me because my unit is on the 4th floor.My county A/C inspection of AND Services installation. Sounds simple, here's my story. - Was told 3 times by AND Services to be at home from 7AM to 4PM for an inspection. 3 times no inspector shows up. - Had to personally drive all the way to the main office 3 different times to find out why no one shows up. - Wrong permit was submitted by AND Services which the county rejected and no one at AND corrected the matter and I had to track down the problem each time. - No one felt that maybe they should have followed up and check to make sure when they schedule me to spend the whole day that everything was in place. - Finally, on the 4th try, my A/C was inspected by Manatee county. Was told by AND that "oh well, these things happen". - During this time period, I actually saw the AND Services supervisorat the Home show again and they assured me that they would correct the situation and it never happened. Finally, after all this, AND Services came for their first maintenance inspection of my NEW A/C unit. At that time, I was told that they do not check the main drainage overflows in condos. That resulted in another visit to AND Services office, and I was told by ***************** that they should have checked the overflow...and that someone would be calling to follow up. That "follow-up" also never happened. Note: If the main overflow is not checked, I could experience a similar expensive leaking problem like before. Again, after this first inspection of my new unit, I was told that everything checked out OK. BUT!!!! 3 days later on a cold day, I get a call from my tenant that they could not get HEAT for the brand-new recently inspected unit. I made another call to AND Services telling them there was no heat in my condo. The technician showed up, and he told me the thermostat was wired improperly. I would think this would have been checked during the first inspection of my newly installed HVAC system.I was also told by ***************** that his "Liability" boss, ************************* would surely call to discuss liability concerns. Once again, that never happened... he never called. At that point, I was told many times that they see no liability for any of their actions. In summary, dealing with AND Services has been very difficult and has caused me more headaches than a customer should have to tolerate. I'm questioning the purpose of the twice a year A/C inspections when they never check for potential leaks, schedule the Maintenace at their convenience, not the customers because they're too busy don't check to see that A/C and Heat are both working Not checking the central overflow in a condo situation. This could cause a back-up, leaking or shutting the unit down because of water back-up. At least make the owner aware of the backup.

  Business response

  07/16/2024

  We are sorry to hear about your unsatisfactory experience with our company. We do visual and in depth inspections on your ac system throughout the year. There are things that happen that are out of our control. The county inspecters passed the original permit inspection that shows that the install was put in upto manufacter and county codes. 

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