ComplaintsforAnderson Water - Power - Air

• Initial Complaint

  01/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Anderson installed the ******* generator the unit works great. But unfortunately during the installation process the installer cut our gas line that goes to the pool heater and the furnace that’s in the detached garage. The contractor installed a new gas line to the generator and never reconnected the gas line for pool and furnace. ****** ******** seemed reasonable and honest. I called to have Anderson fix and reinstall the gas line that they cut I was told that they would come out in two weeks and that it would be a service fee of $160.00 to assess the situation I paid around 12k for the generator now they want me to pay them to fix a problem that they caused. ****** ******** is great at sales but I learned not so great at communicating and customer service

  

  Business response

  01/22/2024

  BBB spoke to Joe at the business and the following was relayed: We sold the generator in August of 2022 and installed in September of 2022. The customer contacted us recently regarding a gas line that was cut. We offered to have someone come out and took a look which would have a service call. The customer did originally agree to have us come out for the service charge but then subsequently called and cancelled. We are not sure who or when the gas line was cut, but after discussing with our workers it was not us that did it. We would have had no need to do so and from the pictures whomever did it capped it off with a strange plastic piece that our workers do not carry. Our offer to return was an attempt to evaluate and see if we could help in some way, this is not the result of our work. 

  Customer response

  01/22/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regards,  ****** ******   It is clear that they cut and used my existing gas line to run my generator instead of running their own  I will be contacting the attorney general and I am processing with my lawyer to take them to small claims court  

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an Anderson water system in my basement that was originally installed at least 10 years ago. The summer of 2021, I had Anderson Water come out to the house to update my system. I was charged $6000 and all they did was hook everything up that I already had. I started having problems with the system within 6 months. Now, my system is not working and I need at least one tank replaced. Anderson Water wants to charge an other $4500 just for one tank that should have been replaced back when I had them out in 2021. The people in the office are not very pleasant to work with and are not willing to work with their customers. I’ve been hearing similar stories of Anderson Water and how they operate.

  

  Business response

  10/11/2023

  BBB spoke to Joe at business and the following was relayed:The customer called in September of 2021 to inspect her system that she took over from her parents. The parents were our original customers since 1997 and had us service their water softener and chlorination system until 2010. At that time her father decided to self-service the system and removed the chlorination system. When we inspected in 2021, the water softener had been unhooked. We installed a sulfran with peroxide injection system and reverse osmosis faucet at that time for $6,000. In 2022, the customer contacted us for peroxide and said everything was good. In July of 2023, we came out to do a valve cleaning and she said the water softener was not using salt. We informed her it was time to replace the softener and quoted $4,500 to replace. The customer could not get financed at that time and was going to hold off until she could afford to replace. We did not hear from the customer until we received the complaint.

  Customer response

  10/11/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have a ton to say about Anderson water and how they are doing business, however, I am seeing now that I just need to go somewhere else.  I could get an entirely new system for less than what Anderson charged me just to hook things up.thanks  Regards, ****** ******  

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a water system from Anderson in end of 2015/beginning 2016. The owner himself sat at my table and sold this system to me assuring me it would be the best and have a lifetime warranty. All the bells and whistles in his speech. We have been religious about our service appts- even though the business cancels 1-2 times every time you make an appt and makes you reschedule- every year! So now I am told I need a replacement that will cost $800. I call the company and ask to talk to the owner- the very same man that sat in my home and told me how great this system is. No call back. I try again two more times. No call. My husband tried. No call. I get a text with a link to a manual and that’s it. No further calls, no elaboration, no CUSTOMER SERVICE! As long as you want to give them your money all is well but if you want to speak to someone you get ghosted.

  

  Business response

  09/21/2023

  BBB spoke to the business and the following was relayed:The customer bought the water system in 2016. The customer has been good at maintenance. Depending on the conditions, a rebed is needed from time to time. The customer was informed that a rebed for her system was needed for her issue and the cost would be $800. The customer did not like that and it was explained and the warranty information provided that the lifetime warranty does not cover the media on the inside. This is also located on page 25 of the manual. We did a valve cleaning free of charge as a good faith gesture, but that is a short term to address the smell issue. A rebedding will still be needed as the valve cleaning is a temporary solution.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 1 2022 a leak occurred in water line connection where the peroxide injector comes in. Maintenance visit was done and paid $200 to fix the leak. Today Nov 21 2022 the exact same part is leaking again. I called Anderson to ask for it to be fixed and was told I have to pay the same price all over again because they only guarantee their work for 30 days. That seems incredibly ridiculous to me.

  

  Business response

  11/22/2022

  On February 14, 2014, our company installed well water filtration equipment for Mr. *******, at his residence, at **** ******** Road in Machias, NY 14101.   Other than for the delivery of consumables for the filtration equipment, the customer has not had our company out to service the equipment until July 1, 2022.   On July 1, 2022, we received a call to our office for an emergency service call, attached is the call recording.    We dispatched a technician out that same day, per the customer's request.  Our technician spent three hours and seven minutes on the service call and collected $253.80, with tax, for the repair.   No parts were charged.   At this time both our customer service agent and our dispatched technician told Mr. ******* that the system was in need of further maintenance, as the unit is over eight years old.   Mr. ******* was quoted the price for the replacement of the media in the sulfron unit (noted in the call recording, attached), as the media in the sulfron unit has reached its life expectancy and is a consumable component of the well water filtration equipment, that was installed in 2014.    Mr. ******* declined to have the media replaced.    No calls were made to our office from Mr. ******* from July 1, 2022 until November 21, 2022, the day that we received the complaint from the BBB, below: https://*******.com/. On the phone call Mr. ******* was notified that there will be a service charge for a service call and declined to schedule service.   Then contacted the BBB.   Please view the attached warranty from the manufacturer for the sulfron unit installed at Mr. ******* home:  (Attached). The manufacturer does not cover labor under warranty.   However, our company guarantees all newly installed equipment for one year from installation for labor and service for thirty days of labor, from date of service.   Our company has no control of the circumstance or well water conditions at the ******* residence and Mr. ******* did state that our technician did complete the repair on July 1, 2022.  If Mr. ******* would like to schedule a service call on a non-emergency basis, he will be billed the regular hourly rate, not the emergency rate he was charged on July 1st. Please have Mr. ******* contact our office at ###-###-#### if he would like to schedule service. Thank you for your time. Sincerely, Santina 

  

  Business response

  01/10/2023

  Santina called from the business and noted that they would be willing to come out and look at the system, however there would be a charge for a service call, since this is an older system from 2014. This is overdue for maintenance since no maintenance has been ordered and paid for in a long time.

  Customer response

  01/11/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. More charges for a service call?  To repair what you just failed at doing? The fix that was put in place in July 2022 held for six months and began leaking again.  The part that is leaking has nothing to do with the softener system maintenance.  It is an incorrectly installed part that I specifically was told would not leak.  I have since had another plumbing company come and install the part correctly.  The installer from the new company looked at the leak and also agreed it was not done correctly.  All I'd like from Anderson now is a refund from the failed repair attempt. Regards, ***** *******

  

  Business response

  08/29/2023

  BBB spoke to Joe at the business and the following was relayed: In an effort to address and resolve the customer's concerns, we are offering to refund the most recent bill of $253.80.

  Customer response

  08/31/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. BBB spoke to the customer and confirmed that they agree to the refund offered and consider the matter resolved. Regards, ***** *******  

• Initial Complaint

  03/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Installed whole house water filter system by the company. The contract stated they will test the water quality and give us the report after install. The company never tested the water even after several reminders and calls. The system comes with a lifetime warranty but starting to question it now that they are not even willing to test the water per contract.

  

  Business response

  04/25/2022

  Mr. ************** had a water filtration installed at his home in February of 2020.   He called our office on February 22, 2022 and wanted to have the water tested and our office mailed a sample bottle for the customer to mail back to our office.   He now claims he never received it.  We mailed him another sample bottle, with a return envelope, today.I listened to the call recordings in the customers' account and there was no communication from Mr. ************** in between when we mailed the first kit in February of 2022 through when we received the email from the BBB nor have we serviced the unit since it was installed.   If Mr. ************** needs service on his system; he may call our office at ###-###-#### at any time.Thank you and have a great day! Sincerely~Santina

  Customer response

  04/25/2022

  Better Business Bureau: I’ve got a call from business today, claiming I never called them before at first, then when I pointed out that it was in the contract for them to test water they once again promised to send the test kit.I guess we’ll wait and see how true it is this time. Thank you, ***** **************

  

  Business response

  05/18/2022

  BBB spoke with the business who had mailed out the kits twice. If you have any further concerns please contact the business at ###-###-####.

*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. ↩