ComplaintsforAnthony Plumbing, Heating, Cooling & Electric

• Initial Complaint

  08/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Anthony text me: Repair and a water filter/softener install promotion. I called for an estimate and mentioned promotion. Tech quoted $1,150 for the system install. I present the coupon by text message and photo on company website, tech refused to honor company's promotion. I ask what is tech hourly rate, rep told me $400/hr -- lie?!. I did online search price to install water filer range from $50 to 500. Tech hourly rate is $75 to 120 in the area. per manufacture the system is easy installation, can be done by plumber, handymen and DIY in 2 hours or less. I want Anthony to honor its own promotion. Any false advertise is against consumer laws. Charging lawyer fee for tech, or handymen job is outranges rip off. _________________________________________________________________________ From: ********************** To: ***************** Sat, Aug 10 at 12:33 PM Hi ** * ***** ****** I'm ******* *****, Thank you for allowing me to serve you. How are you doing today? I have just been dispatched to your home and I would love to tell you a little about myself.

  

  Business response

  08/12/2024

  ** * ***** ****** *** **** **** ******
  Kansas City, MO 64113
  
  Restrictions apply (as noted on the advertisement): this is not for customer supplied equipment. We don’t pay customers for parts they sourced from the internet or a big box store as we cannot guarantee a quality installation and be liable for the failure of the part.
  
  The ad is for a combined unit – a water softener and a water filter system. It’s not for a water softener by itself. It clearly states this “all in-one water softener and water filter” It is for the price off of the system, not installation work (if it was a combined unit).
  
  8/10/2024
  Invoice Summary: $0
  I was called out to the home today for a water softener. After inspection I gave customer options to install the customer supplied water filters. Customer declined work at this time
  
  8/10/2024
  Estimate ************
  Install Customer Supplied Water Softener: $1,227.00
  Water softeners help your pipes and appliances last longer. Water hardness is America’s #1 water problem and is found in 85% of homes. Water Softeners eliminate those hard water problems.
  Upon customer authorization, presented the following proposal for the installation of a water softener. Locate the area along the incoming water line where the water softener will be installed, the water will be shut off to the home during the installation. Cut section of pipe on entrance line and install water softener, hook up electrically and test to ensure proper operation. This install will come with the standard two year warranty for ASAP customers, one year warranty for Non-ASAP customers and a manufactures warranty.
  ASAP Monthly: $19.98
  Discount: -$100.00
  Estimate Total: $1,146.98
  
  8/10/2024
  Estimate ************
  Install Customer Supplied Water Softener: $1,363.00
  Water softeners help your pipes and appliances last longer. Water hardness is America’s #1 water problem and is found in 85% of homes. Water Softeners eliminate those hard water problems.
  Upon customer authorization, presented the following proposal for the installation of a water softener. Locate the area along the incoming water line where the water softener will be installed, the water will be shut off to the home during the installation. Cut section of pipe on entrance line and install water softener, hook up electrically and test to ensure proper operation. This install will come with the standard two year warranty for ASAP customers, one year warranty for Non-ASAP customers and a manufactures warranty.
  Discount: -$100.00
  Estimate Total: $1,263.00
  
  
  
  

  

  Business response

  08/16/2024

  While we still maintain the verbiage and restrictions on the coupons, we sympathize with *** *** **** ****** and the health concerns they have expressed. Anthony PHCE would like to make sure they have access to clean water. We would like to do this at a greatly discounted rate in order to get them taken care of. We have left a voicemail requesting a call back to discuss the details but if *** *** **** ****** would rather discuss through this portal, we can make arrangements this way. 

  Customer response

  08/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22123365, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ** ******

  Yes, ** **** left message to discuss possible solutions Friday afternoon. We missed the call due to an appointment for ******* leg treatment.   Lucy and I had phone conversation today, I accepted Lucy's offer $300.00 to install water system.  Cliff and I are real appreciated ********* effort to help ******* health condition.  We are waiting for a call to have water system installed. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Anthony Plumbing to run some new plumbing lines and install a tile-redi shower pan in my basement (new work, finishing off an unfinished basement). The plumbing work has not been tested yet, but the shower pan installation failed. The tech initially installed the pan incorrectly. I had him come back and re-do it. During the 2nd visit, I provided the tech with a video showing that the pan needed to be installed with concrete. The tech told me that that wouldn't work and he had to use thinset. I assumed the tech knew what he was doing and let him proceed. 4 months later it's time for tile. The tile company begins prepping the shower for tile and the pan immediately fails. The tech did not install the pan using concrete like it required (and I later find out the tech lied on his paperwork and said he did use concrete). The pan cracked because the hole where the plumbing was installed was not back-filled. Creating a cavity under the fiberglass pan. when weight was put on it, it cracked and had to be replaced. I contacted Anthony asking for a refund and reimbursement of my shower pan ($1000 pan that is now useless because of their negligence). They refused to reimburse me because "they didn't get a chance to come back and fix it". I did not have time to let them come back because my tile crew needed to move forward. They continue to deny any responsibility despite me providing them with photos of the improper work.

  

  Business response

  07/10/2024

  A voicemail was left for *** ********* 7/10/24 at approximately 2:15pm. We believe we can find a resolution.  

  Customer response

  07/11/2024

   
  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.

  **** ****** from Anthony Called me and they are providing a credit for the broken Shower pan.  **** was very helpful and we have resolved this dispute.

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

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10-07-2023. tech from this company came out because we called about our heater not working. He went out to his van, and came back in stating another tech he called gave him a code to see if it would restart our heater. If the heater did not come on after code was entered, we would have to buy a new heater. The heater did come on. The tech then told us about a plan with the company that was being offered that week only, and would save us lots of money. The plan for one year included 4 service calls, at no charge for the service calls, and gas fee, except a charge if a problem was found and repaired. We agreed and paid the $248.00. On 4-24-2024, our air conditioner would come on, but was not blowing cold air. Again called ******* on 4-25-2024 at 8:15 AM.My wife was told yes we had the discount plan, and because of that plan, were eligible for a tech to come that day. The tech did not arrive until almost 5:30 PM. We stated there was no service or gas fee, due to us purchasing the Service Plan, he then stated yes, the fee for both was $95.00 and then a charge for the parts if neeeded. We explained the other tech's statements to us, and he stated we still had to pay. We then refused his service. He left and my wife called the company. The lady who answered stated the plan we paid for was only for maintenance calls, not service calls. The maintenance calls were for plumbing, heater, air, and electric calls ONLY, not service calls. She stated she could not remove the charge. Then when I told her I was filing a complaint with the BBB, she stated she could switch the charge to the repair, as a one time customer courtesy. We refused that too, as we felt the tech would find a repair needed, and we would be charged over the $95.00.

  

  Business response

  06/17/2024

  Hi ******, Our Customer Care team attempted to reach you several different times. We left voicemails on 4/26, 4/30 and 5/3, with no return calls, to try to connect with you to find resolution to your complaint. We would still appreciate the opportunity to connect with you to to better understand your situation to come to a mutually fulfilling resolution. Our Customer Care team is reaching out to you again today with hopes to speak with you. Thank you, ******. 

  Customer response

  06/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:I am not aware of any calls made to me, to try and resolve this issue. Your company had no problem accepting our money, on the first visit, which we were told the future visits for check-ups would be at our convenience. When the lady called us, she was insisting we set up the appointments for every Sunday, every few weeks. My wife was not accepting that schedule, so she called and tried to get it changed, and was told all appointments were already set. So, we feel your company needs to refund our money, as we are not happy with the outcome, as the money was to include the appointments.
  
  Sincerely,
  ****** ****** ***

  

  Business response

  06/28/2024

  On June 17, 2024, we left voicemails on both numbers listed on the account as well as sending an email and a text to ensure *** *** **** ****** were aware of our attempts to contact them. June 17, 2024, we were able to visit with **** ******. June 18, 2024, we spoke with *** ****** who agreed to retract the complaint in exchange for $248 refund. A check in the amount of $248 was processed on June 21, 2024 and mailed via USPS to *** *** **** ******. We believe this should conclude this matter at the request of *** *** **** ****** for a refund. 

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday, it is now Friday, our heat exchanger was found to have holes in it during our fall maintenance appointment. These holes render our furnace unusable and unsafe. I have many questions and concerns, and I have been unable to get a call or email back for nearly 2 business days. We have been faithful ASAP members since July 2013, and we have done faithful maintenance on our systems with ******* for which ******* installed in July 2013. *******’s behavior is not only unprofessional, it is unsafe and completely unacceptable. I've outlined these concerns in the attached document.

  

  Business response

  11/02/2023

  We have offered this customer to replace the heat exchanger (part is covered under warranty, but they are out of labor warranty) and we offered to include the labor costs as well. Customer declined the offered and requested we install a new furnace and a/c. Please see attached document.

  We went above and beyond to restore this customer's heat, but our offers were not enough to satisfy the customer.

   

  

  Business response

  11/17/2023

  This has been an ongoing concern regarding the replacement of the heat exchanger. We have offered this customer on several communication emails and phone conversations that we will install the heat exchanger under the "part" warranty, and will will cover the cost of the "labor" portion of this repair.

  The customer has unreasonable demands that will not be considered at this time. Again, we have offered to make the needed repair, but the offer isn't enough to satisfy the customer.

  This matter has been escalated to the proper individuals to ultimately make the decisions going forward.

  We sincerely regret the customer's situation but yet to come to a reasonable agreement.

  Customer response

  11/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Last week, we hired a master technician from a third party company to come out and thoroughly inspect our furnace. No heat exchanger failure was found, and we’ve been able to run our furnace safely and effectively for the last several days without any repairs or part replacements. 
  
  Over the last month that we’ve been dealing with this issue with *******, I’ve met with a dozen technicians from other companies and three of those technicians indicated to me that they questioned the validity of the failed heat exchanger diagnosis. These three men are not just HVAC salesman but master technicians. They described for me a litany of tests that can be performed on the heat exchanger to determine if it’s failed or not. Some can be performed without running the furnace. None—not one—of these industry-standard tests were performed by ******* in making their heat exchanger failure diagnosis. These three technicians told me it can be common to show a homeowner pictures of a failed heat exchanger not from my own home but from someone else’s home. We believe now that this is exactly what ******* did. What’s more is that when I shared with ******* that the heat exchanger diagnosis was in question, they weren’t surprised one bit. This must be so commonplace within their company to work to deceive their trusted and loyal customers that they don’t even flinch when it happens. 
  
  So as it stands right now, we’re left with an oversized furnace that was installed by ******* in direct violation of the contract we signed with them. It will cause premature wear, without a doubt. But for the time being, we have a working furnace. ******* has offered us nothing to right this wrong. Of course, to get to this point of now knowing that our furnace does not have a failed heat exchanger but is in fact oversized, 33 days of our life was turned upside down and stolen as I met with a dozen technicians and experts and worked tirelessly to keep our home safe and warm. It’s incredibly disheartening that ******* operates in such a deceptive manor. It’s no wonder it took them more than 3 days to come back out to turn off the gas after their initial failed heat exchanger diagnosis – they knew all along that we weren’t in any danger because they lied about the heat exchanger failure. 
  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/9, our AC stopped working. We noticed there was a power surge so we thought possible electrical issue, but everything else worked in the house. Scheduled with an electrician from Anthony Plumbing & Cooling for Monday (6/12). They sent an emergency technician on Saturday (6/10) to see if the problem was a unit issue to be fixed. His notes are attached. Our issue is that once he noted it was an electrical issue, he should have stopped and let the electrician follow up. He instead continued and we witnessed him blow the control board (as noted in his notes). He took that part, along with the perhaps broken motor (which we do not believe was broken before his visit on Saturday) and we are still here on 6/13 with the company refusing to discuss the issue or replace the control board unless we allow them to fix or have another company install a blower ($1675). They have our original blower, and are unable to give it back or show us the proof that it was broken before he attempted to fix the unit (in his notes). We have told them our house (with three kids 7 and under) is at least 80 degrees, as it is currently 80 degrees here and outside feels cooler than inside. They, however, have no urgency. We did separately pay their electrician for his work (Invoice 1791042), but have no functioning AC unit, which is the original issue as they have not returned the replacement parts.

  

  Business response

  06/14/2023

  To who it may concern this not my company Im located in ****** ******* ** ***** I believe you have the wrong company im Absolute Air Conditong the invoices you attached are not even from my company 

  

  Business response

  06/15/2023

  J***, thank you for the opportunity to make a fair and reasonable resolution to this concern. Per your email, this matter is resolved.

  Thank you!

   

  Customer response

  06/15/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** ******* * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  Regards,
  ******* ********

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the spring of 2023, Anthony did sewer work in my basement and backyard. I submitted the invoice to my home warranty company which required additional information which I first requested from Anthony. I have been told that they'll provide that information and then that they can't repeatedly. I have also been told I'll be called or emailed which then doesn't happen. For the information that I did relieve, the prices of items were different each time. During this work, items were not completed, and when I told Anthony this information, I was told that since it was lump sum, they did not need to refund me for the unfinished work. During the work in my basement, my new washer was left covered in sewage and the work was installed so that it did not work, so I had to pay them again to fix it.

  

  Business response

  04/10/2023

  Anthony has gone above and beyond to satisfy this customer's request for documentation requested by her Home Warranty Company. We have given this client all of the invoice breakdowns we can. All invoices have been signed by the customer stating the work we have completed was to the customer's satisfaction.

  Per the dates on the invoices, the work was completed in the Spring of 2022. If the home warranty company has taken a year to resolve her reimbursement, then the customer's complaint should be directed to the home warranty company. 

  The last conversation with this customer in this regard was 3/3/2023. We have provided all we can provide for this customer.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They aren't fixing my furnace. The furnace they have given me haven't work right since they put in. The manger made the guy go home and not fix my furnace and freezing me in my house and they told me to go some where else get fix there the ones that put it in my house. They haven't fix the problem.

  

  Business response

  02/02/2023

  Our experience with this customer has not been a positive one. She has been combative with our technicians and office staff when we have gone to the home to attempt maintenance and address her concerns. There are eleven instances on file where we have gone to the customer's home to address her concerns about the furnace not working properly. This hvac unit was installed 2/23/2021 at the request of Habitat for Humanity at no charge. The units that were installed do not have a parts and labor warranty. The customer is responsible for the service fee plus the cost of any repairs. The visits to her home all related to the furnace not working properly. During each visit, our technicians advised *** ***** that the lack of insulation in her home and covering the vents in the home is what caused the home to be cold and prevented the furnace from working properly. During the most recent and final visit on 11/19/2022, the tech explained the same outcome with the customer and she became verbally abusive toward the technician and refused to pay the service fee. I, ***** ******, Client Care Specialist with Anthony PHCE, spoke to the customer via telephone and explained she is responsible for the service fee. She refused to pay, stated that we are responsible for repairing her unit and she hung up disconnecting the phone call. At that time, the decision was made that we would not return to this customer's home for any further reapirs or maintenance. The customer called in on 1/23/23 with the same complaint about the furnace not working. Because her account has been tagged as being unserviceable due to our previous experience with her, we were unable to send a technician. I suggested she find another company to provide her with service as we have exhausted all attempts to assist her in the past. Feel free to contact me with any questions.   Sincerely, ***** ******

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Anthony PHC came to my house to fix my air conditioner as part of the sale they added their ASAP membership. I was told by their technician that the membership included two tune-ups of the heat pump and they would check the level of refrigerant. Today on my tune-up they said it was too cold to check the refrigerant. The only reason I bought the membership was for the refrigerant check. Anthonys never sent me any terms of service or details outlining what my membership includes. They also never outlied they couldn't check refrigerant under a certain degree. The membership was sold on false information.

  

  Business response

  12/01/2022

  We have spoken to this customer regarding this complaint. The customer was not aware of the services provided through our Membership. After a full description of our Membership and the benefits provided, this customer has agreed to us extending his agreement three months (at no charge) for an opportunity to experience our Membership to its fullest. With this service agreement extension, and the clearer understanding of the customer, this matter has been resolved. Please reach out to Anthony PHCE should further concern arise. 

  Thank you!
  

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday July 1, there was a major water leak in the front yard up from the water meter. Note that this was a holiday weekend. Called Anthony Plumbing & Heating. Technician arrived at 8 AM on Saturday July 2. He investigated, said the leak was at the main valve for the sprinkler system, but they don't do sprinkler systems. After searching, he said that he could not find a manual valve that would turn off the leaking system. Charged for the service visit. I called another company, they arrived mid-afternoon and turned off the manual valve about 30 seconds after arriving, which shut off only the supply to the leaking sprinkler, without shutting off water supply to the house. That valve was about 2 feet from the leak, and Anthony's serviceman had looked there but didn't turn it off and said it would not work. Today, I contacted Anthony Plumbing and explained, and they said they don't work on sprinkler systems, and did not seem further interested. I'm not sure whether this deserves a refund or reduced charge (they did send someone out), but I feel that it should be considered in ratings, because the technician from Anthony Plumbing should have known.

  

  Business response

  07/08/2022

  Customer, per our records, there are underlying conditions with your sprinkler system. We made an attempt to shut down the water flow but was obviously unsuccessful. Please read the service notes below.

  Invoice Summary Upon my arrival the customer informed me that they had a water leak near the water meter pit outside. I visually inspected the water meter itself and saw that it was running approximately 10 gallons per minute, and I can visually see a sprinkler valve box approximately 2 feet in front of the water meter pit with water flowing out of it upon further inspection I found that the Irritol solenoid valve plastic cap had split and was needing to be replaced. I turned off the water and attempted to remove it and tighten it back down so the threads would reach and possibly hold temporarily but upon turning the water back on the cap broke free again. I informed the customer of my findings and recommended him to reach out to an irrigation company to make repairs. No further recommendations were made at this time.

   

  The service call fee is to get a technician to your home as explained in your initial call to our office. Our technician was at the home for over an hour to assist in your needs and you were not charged additionally. 

  A refund or reduction of the service call fees will not be given for the reason stated above. We regret your situation and would welcome an opportunity to serve you in the future, however, we would advise to call a Sprinkler Service Company for future sprinkler service needs.

  Best always.

  Customer response

  07/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:
  The point of my complaint is that the technician did not turn off the valve, which he saw and which was within 2 feet of the problem, which would have stopped the leak without shutting off the water to the home.  That would have totally eliminated the URGENCY of the problem, thus eliminating the need for an EMERGENCY call to another company, during a holiday weekend.

  That EMERGENCY call cost me $148.50, and took 30 seconds after the irrigation technician arrived.  He turned off the valve I'm talking about, which was between the backflow preventer and the sprinkler valve that was leaking.
  

  I am not asking for a refund.  Simply a recognition that the technician could have done a better job, and perhaps needs additional instruction or training.  And perhaps an apology.

  
  Regards,
  **** ***

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AHC continues to refuse to honor scheduled service appointments. Appears to be fraudulent business practice. I am an ASAP customer ($16.50 /month) for approximately 2 years.. I scheduled A/C maintenance last week for today 4/19/22. I received a call from AHC after 3 pm today stating they were backlogged and the earliest the service could be done is 4/27/22. This is the fourth time they have refused to provide maintenance services as contracted and for which I prepay monthly without constant rescheduling. This appears to be breach of contract and total disregard for providing services for which they are paid. Requesting refund of monthly ASAP fees of $16.50 per month from November 2021 to present date. This company is fraudulent and appears to be practicing age and disability discrimination. Complaints will be filed with the Missouri State Attorney office concerning fraud and discrimination charges. This company should not be licensed to operate in the state of Missouri.

  

  Business response

  04/20/2022

  Our customer has given us the opportunity to further discuss this complaint/concern regarding the said "scheduling" events that has taken place in the past. 

  It is with great regret that this has tarnished his relationship with us.

   However, we have resolved this concern and have established a reasonable resolution and we look forward to Serving this client with excellence going forward.

   

  Thank you!

*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. ↩