ComplaintsforAnderson's Heating and Air Conditioning

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with ********** to install and labor warranty a ********** heat pump and air handler system. Install was completed on 8/2/2022, $7550 was paid for the service and 1 year labor warranty (attachment 01). 1/16/2023: we reported to ********** a loss in refrigerant and inability of system to heat home. ********** technician visited and replaced refrigerant for no charge (attachment 02). After refrigerant leaked again, another ********** technician visited and diagnosed a faulty ********** heat exchanger. System was not functional until warranty part replacement.4/25/2023: heat exchanger warranty part was replaced by **********. We were charged $795 for refrigerant (attachment 03)5/2023 - 10/2023: refrigerant leaked from system eight times. An ********** technician attempted to diagnose and fix seven times (see description from ********** in attachment 04)12/2023: System is still not functional. ********** refuses to continue service on their labor warranty to repair refrigerant leak which had not been resolved and first occured on 01/2023 (Attachment 04)1/2024 - 2/2024: ********* Heating and Air diagnoses installation errors at flares and couplers, on ********** parts and workmanship (not on ********** equipment); ********* completes repairs on two separate trips (attachments 05, 06)2/2024: ********** refuses to reimburse for the cost to repair their installation errors and return our heat pump system to operation (attachment 04)Total paid for install and labor warranty: $7550 Total paid for ********** repair efforts: $795 Total paid for ********* to repair install errors: $2643 Total paid for excess electricity to heat home for one year with inoperable heat pump: ~$1000 Reimbursement requested: $2643 (final repair of ********** installation errors)Just and reasonable reimbursement: $4438 (total costs incurred in excess of install fee as result of installation errors)

  Business response

  02/28/2024

  The install took place 7/27/22 to 7/29/22, with invoicing on 8/2/22.  The labor warranty for the customer supplied equipment ended on 8/2/22.  The attachments show three service calls that occurred on 9/1/23, 10/17/23 and 11/30/23.  These calls were all ran well after the one year labor warranty, in good faith.  It was suggested in October of 23 that ************** pursue a replacement unit from *********** due to abnormal refrigerant leaks.  This process was ****************** responsibility, due to his providing the equipment.  We still ran another call at no charge on November 30, 2022.  ************** decided to bring in a third party.  Without going into details, they also have refrigerant leaks, both times a month apart.  Each time we or ********* made repairs to the sealed system, the old refrigerant is recovered and the system is put into a vacuum, indicating, no leaks, at that time, it is then recharged and restarted.  The other vendor appears to not be fairing any better with the anomalous refrigerant leaks.  Indicating the system itself has an issue.  Mini splits need backup during a cold snap lower than -15 degrees.  Auxiliary heat was needed during the cold snap and the labor warranty was over in August.  ********** has absorbed $4408.68 in internal warranty cost after the warranty period was over, not to mention the refrigerant and labor costs during the warranty term.  We had not been on site for the bitter cold weather, we don't see why we should be responsible for utilities or paying for repairs from another company.  We have been more than fair in this matter.  

  Customer response

  02/29/2024

   
  Complaint: 21317235
  
  I am rejecting this response because our complaint is concerning ********** inability to diagnose and adequately repair refrigerant leaks which began during the labor warranty period and persisted for 12 months, were caused by ********** own materials and workmanship, and for which ********** is refusing to reimburse for reasonable costs we incurred making the final repairs. The final repairs completed by ********* on ********** materials and workmanship have (finally) returned our system to working order. In the spirit of negotiation, we are not requesting reimbursement for extra expenses we incurred paying ********** for a refrigerant refill, or for the extra electricity cost we incurred as a result of ********** faulty workmanship. That ********** continued working on the refrigerant leaks after the warranty period, or that ********** incurred internal costs for its warranty work are immaterial to our complaint. 
  
  Sincerely,
  
  *******************

  Customer response

  03/11/2024

  We are requesting Andersons reimburse the amount paid for ********* to diagnose and repair Andersons installation errors, which were covered by Andersons warranty and which Andersons itself was not able to repair over the course of 12 months: $2643 

  Business response

  03/14/2024

  Thank you for your assistance with this issue, I received a complaint with the **************************** with the ************************* in ******.  I am currently drafting a response at this time.  I may refer to this resolution in that response, with the assumption that I am not violating any rules or regulations.  

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 2, 2022 We had an employee with ********** plumbing come to help us with removing sand and getting fixtures working in/and about our house. The service man arrived, my life partner, ********************* took him around the house inside and out showing him our problems. He first told us he didn't have time to get our kitchen sink working, He then started the dishwasher, which we hadn't for fear of messing up the workings with the sand in the lines. It started up fine, He made a big issue of the dishwasher workings . He then went into the bathroom to get the toilet working again, he was in there no more than 10 minutes. He came out saying it was working again. He then said this would cost. $289. He then went out to his truck to do (?) He came back we gave him a check for the $289.00. The next Monday, Sept.5th we called and complained to the receptionist, she said it was a $89.00 travel fee to our house, which we understood before and agreed to. It is the $200.00 for a total of 15 minutes of labor that we are not agreeable to. The receptionist said the service man was charging a flat fee, not an hourly fee. We were not told this by the service man. We are senior citizens, I myself am disabled. We are retired on very little income. We don't believe we were treated fairly with this issue. We would like to receive most of the $200,00 back.

  Business response

  09/22/2022

  09/22/22
  To Whom It *** ***************************** call was set up, a subsequent call was made to alter the scope of work.  We prioritized the
  call, as they had no water.  The plumber arrived and was dealing with ****, he was informed there
  would be charges incurred, and since the plumber  had no idea how long it would take to clear the
  requested fixtures.  **** agreed and was with the plumber the entire time.  The customer had his well
   pump and pressure tank replaced by others, they have  an existing whole house water  filter, **** had
  already changed the cartridge. There is another filter in the tankless, it was clear.
   The plumber cleared the hallway bathroom toilet and lav faucet.  He also cleared the kitchen sink water
  supply lines and cartridges, the body of that faucet was impacted with sand and could not be cleared. 
  He also cleared the dishwasher.  He then went to the truck to access the flat rate pricing for replacing
  the customer supplied kitchen faucet, cast iron sink and two hose bibs.  The lady refused the quote of 
  $1060. To include additional parts needed.  The current stainless steel sink is sealed to the countertop,
  great care must be taken to not tear the formica, approx.four hours required.  Upon her declining the   
  quote, he offered to just install the faucet right then.  This was also declined, stating why would she
  want a new faucet in the old sink.  There was not sufficient time left in the work day for the sink to be
  removed and replaced.  A return visit would have been needed.  The customer paid without comment at
  the time of service.
  The next contact was from the female customer to the billing person about the bill.  Based upon work  
  performed and the time on site which is one hour and 21 minutes, the charges appeared correct. I will
  be attaching copies of the *** on the van as well as  the dated time stamped log of the work order. ( there are 3 pages to the attachment)
  Respectfully,
  ******** St. **** - Dispatch Manager

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