ComplaintsforAndy Lewis Heating & Air Conditioning, LLC

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is my 2nd time having issues with my ac/heat system within 7 months of moving in. This is a brand new home by *************************, and with ac/heating brand new system. The customer service rep ******** was sarcastic and rude hanging up on me, showed no empathy! Very dismissive and told me Im just hot and aggravated! Unacceptable customer service!When I called on Thursday 10/26, they were able to have someone come and I was told power surge protector was recommended and they had it available for ****** and the box or part that was the issue was in the attic, and the little box part melted/burnt. The technician said he had a new part in the van to replace it and he tried to install it but needed assistance and said he needed to come back the next day on Friday 10/27. So I cleared my calendar that day to be available and I didnt hear anything from **** Lewis. I called and spoke to the rude customer service rep and she said the field supervisor said I have to call an electrician and have them to fix it before they come back to fix anything. I was confused because I dont even know whats the issue or what to say that needs to be fixed to even call them. I didnt receive a work order summary or anything! I was not told anything about having to call the electrician company! the guy told me that it was fixable and he had the part in his van and he just needed help because the connection was in the attic and system was outside in the backyard and it would be easier to do with 2 people. Its now Saturday and Still no call from **** Lewis to fix my air and its 80 degrees upstairs and its stuffy, and Im having headaches! Im not surprised to receive no follow up! No urgency in fixing the issue and technician said it was all covered under my warranty. This has been a difficult experience dealing with this company. I now have to go days with no air, and no one is bothering to address appropriately from this company. Honor my warranty and fix my air/heat system

  Business response

  11/21/2023

  We have been out to the home of *************************** for issues with her heat pump system.  Our goal was to provide ************** with service to address her concerns with her HVAC system.  We found the non-equipment issues with electrical and low voltage that caused her system to stop running.  After the electrician repaired their issue, we found additional shorts within the low voltage wiring due to a nail hitting the wire during construction of the home.  An appointment was made after consulting with the builder, and a new low voltage wire was run from the outdoor unit to the indoor unit.  Our focus was to provide ************** with service to assure her that her system would run without issues.  At this time, we have completed the repairs and the system is working properly.  We have read **************** review as well as her complaint and understand her frustration with the communication and customer service.  We have addressed both of these issues internally and will continue to work with our team to ensure the importance of clarification, communication and understanding.  **************** system is under warranty and there was no charge for the repairs that were made.  We apologize for any inconvenience this has caused her and hope that we can build a relationship going forward.   
  
  
  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 3, while in the process of doing a walk through on a Mattamy home I was in the process of buying, I noticed the thermostat giving an error message advising that the home was not cooling. I informed ******** project manager, which in turn informed **** ********************** that there was an issue. On September 13, the morning of my final walk through I was advised that the problem had been corrected and I closed on the home. On September 16th, the thermostat displayed the same error code advising that the home was not cooling, it was also about 80 degrees in my newly built home. I called Andy ********************** and requested service, they sent a tech out to run diagnostic, which they charged me $100 for and later refunded after getting a call from Mattamy, even though this was the same issue prior to me closing. Their tech spent almost 5 hours at my home and could not fix the issue. I was advised that the computer board was bad in the outdoor condenser and would need to be replaced. In addition, I would have to go to my electrical panel every time the system stopped cooling and restart it! This has been happening everyday since September 16th!! If Im not home and the system goes down I come home to my dog in a hot house!! On September 22nd I received a call from them advising that my replacement part will not come in until the week of October 3rd, they werent sure exactly what day! I was given the option for them to come and override my system so that it only runs AC until the part comes on. The override service was conducted on September 26. It is now September 29 and my house is again not cooling, after calling three times, finally got a tech scheduled to come out. I also requested a call from their supervisor, which I have not received. My unit is now frozen and the tech cannot explain to me why, and I also have a red blinking light on both thermostats that they also cannot explain. They shut down my unit and Im living in a hot new house and no one seems to be concerned!!

  Business response

  10/20/2023

  This was a new construction neighborhood by ************* called ***********.

   

  Issue started: Once ********************* purchased home on 9/16/23

   

  Technician diagnosed issue as a bad defrost board on outdoor unit. When we ordered part from Manufacturer there was a delay in receiving the board as this is a SEER2 system (new regulation from the department of energy for the hvac industry) so part was delayed and unfortunately we could not get part any quicker as we are at the mercy of the manufacture.

   

  We did our best to satisfy the needs of customer and while waiting on board to come in we found another issue that was in addition to the problem which was not caused by Manufacturer of equipment but by a vendor to the home while it was being built. Issue was a wiring short that was caused by another contractor putting a siding nail in our thermostat wire running outside. This likely caused the failure of board but again we have to wait on part we cannot substitute parts per warranty guidelines.

   

  Once part was in we resolved both issues as quickly as possible and have had no further issues brought to our attention since last repairs were made on 10/2/23. We had between those dates done everything in our power to get the part as quickly as possible and also had multiple visits to try and also keep ********************* comfortable.

   

  Thank you,

  ******

   

  ***********************

  Office Manager

  Andy Lewis Heating and Air Conditioning

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My one year old outside ** unit was not working and also showed sign's of high heat on the back top side. **** Lewis was the Company that installed the unit and the company I called for service.Unit is covered under warranty and should be covered.When I spoke to the tech's on site and the service manager, all they claim is that it's an act of nature that must have blown the capacitor and nothing else beyond that. While the Tech's were working on the unit, they also caused more damage to it by not doing a rewire and hooking up already cooked wires, I seen the smoke come out of it once the power was restored. They miss diagnosed the issue, and caused more issues to the unit and now they wont fix it under the warranty. We found on our outdoor camera that sets above the unit on on the 19th at ****pm a popping noise from the ** unit, no act's of nature where caught on camera. Unit was installed on March 31, 2022. They came out for this repair on 9/21/23. I feel like they just do not want to do the paper work on the warranty or to back the product they installed. This needs to be resolved but at this point we are getting no where.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Learned my Heating/AC unit ductwork has a balancing issue. Two separate service technicians provided two separate conflicting issues with my unit. One advised that the ductwork was install incorrectly. (Technician with original install company) Second technician advised damper motor was bad which is still under warranty. This took place on December 22nd. Service manager advised they would schedule a specialists to come on December 23rd to resolve my air flow issue. As of 952 am on December 27th Ive had no other contact with **** Lewis Heating and Air after calling several times a day to have someone call me back.

  Business response

  01/17/2023

  Thank you for your time today, we reached out to the customer and have come to a positive resolution. We will be going there and fixing their issue. Thank you again for your help.

  *************************

   

*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. ↩