ComplaintsforAndersen Heating & Cooling, Inc.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My experience with ******** Heating and Cooling has been an absolutely horrendous experience from beginning to end. I contacted ******** ******************************************* to replace a constantly running AC unit that was not holding the temperature. The owner ***** (previously the salesperson) had quoted an identically sized unit (3.5 ton). A different salesperson, **** reviewed *****'s quote and re-quoted me a 4-ton unit; he told me to trust him that 4-ton unit would address my issue. I agreed, and the new unit 4-ton unit was installed. The new unit that ******** installed constantly ran 19 -23 hours daily. I reported the matter to ******** ***************************** They sent two separate technicians that could not figure out the issue. The owner ***** came to evaluate the problem and showed up extremely defensive regarding the matter. I told him that the unit was running all day, and his response ... it's supposed to do that. Everything that I communicated to him as a problem, he defended rather than taking ownership of the issue. The owner and tech came to my residence and stayed for over 7hours attempting to troubleshoot the issue. They left without resolving anything and suggested that I continue with their trial and error guestimate. The unit would not hold the temperature nor cool the home. Although I called ******** Heating and left messages, my phone call went unreturned for over a week.When I finally got ******** on the line, she told me they were waiting for **** to come back from vacation to look into the issue. During the hottest part of summer, when temps climbed to 98+ degrees, their solution was to ignore me until employee **** returned from vacation. We agreed that they should collect their unit, and I will work with a different company to address my issue. They collected their unit on 8/4/2022, and it was agreed that they would refund me once the unit was collected. It has been 25 days of getting the runaround, and I still have not received a refund.

  

  Business response

  08/31/2022

  Andersen did install a unit at *************************** house in June of 2022.  There were several complaints of the unit not being able to keep up and continually running prior to installing the new unit.  AHC performed a load calculation on the home  and this  calculation determines what size of unit we can install in ones home.  After performing the calculation, Andersen and *********************** agreed upon installing a half ton larger than what was currently there.  After installation *********************** complained of the unit still being undersized and continually running and not keeping up.  The owner ***** and another technician went out to the home to analyze the situation and try to help solve *************** problem.  It was determined that the equipment is properly sized for the design criteria as mandated by ** mechanical code.  *********************** just wanted us to remove the equipment and get a full refund.  Andersen Heating and Cooling after many discussions with *********************** agreed to remove the equipment and refund her money. We removed the equipment on 08/04/2022 and refunded the amount of $3,254 to her credit card and filled the paperwork with Synchrony for her refund.  In the process *********************** processed a fraud claim with Synchrony on the amount that was owed to her.  This is not a fraud claim.  This is a refund claim, which we started the transaction on.  We have had to undue the fraud claim since work was performed.  It has taken sometime on Synchrony's end. We spoke with Synchrony again on August 30th once receiving this complaint to see what the hold up was.  Synchrony has a documented list of our many conversations with them to undue the fraud claim and make this a refund since again work was performed.  If this had not had been reported a fraud claim through Synchrony on *************** part this would not be an issue.  Synchrony is telling us *********************** should receive her refund in the next 5 business days.  

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called to schedule a maintenance appointment and wasnt given any option other than to sign up for a year and pay up front. They came out, lied to me, and tried to scare me (by saying Im going to kill myself and my dog if I dont buy a new unit, although I had other actually qualified companies tell me that was not true) into buying a new unit. I NEVER want them to come to my house again. I called to request a refund for the second service that they forced me to pay for but do not want. They told me they would give me only 25% of what I paid back but at least something is better than nothing rightnope lied again. No refund was ever received.

  Customer response

  10/18/2022

   
  Better Business Bureau:
  
  I did receive a refund from the business, and find that this resolution is satisfactory to me.

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

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