Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several years ago we had ******** Heating and Cooling installed an electric furnace and heat pump (unbeknownst to us the budget model of the companies that Heil makes). We had all sorts of trouble with the installation. The techs didn't even know what kind of filters to get. The current problem involves the care of the heat pump. We noticed that the pump was covered in ice. I started researching this online. This is a problem. I did more research. Most heat pumps supposedly have an automatic defrost cycle or another way to defrost the heat pump. I called ******** and they insisted they would have to send a tech out at $100 or more. I finally wheedled the model number. I researched again. No mention of a defrost cycle. ******** still insists they would have to charge us for checking for the defrost cycle. At the time of the installation they never said ANYTHING about a defrost cycle. I shouldn't have to pay for this! Help!

  

  Business Response

  Date: 12/15/2024

  Good afternoon:

  When temperatures drop below freezing, your heat pump should automatically kick into a defrost mode.  This is due to the fact that the coils on the heat pump need to be colder than the outside air in order to extract heat from the air.  The heat pump should automatically kick into a defrost mode and it is not uncommon to see some frost on the condensing unit.  If the entire unit is covered in ice, that would be an indication that the defrost mode on the unit is not working correctly.

  Our records indicate that your heat pump was installed in 2021. ******** has not done any annual servicing of the unit, and it appears that we were last called to the home in December 2022 to replace a damaged furnace filter.  Since we do not have any service records for this heat pump, we are not able to provide diagnostic services without completing a service call to the home.  ********'s standard trip charge for a service call is $100.  After a thorough diagnostic has been completed, we can determine if any warranty repairs will be required.  Since the unit was installed more than 1 year ago, the labor warranty has expired, so only the replacement parts would be covered under the manufacturer's warranty.

  Please contact us directly so we that can provide additional assistance.

  Customer Answer

  Date: 12/15/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** ******
  To begin with, the reason they had to come out concerning the furnace filter several times was that they obviously didn't know what kind of filter was required. I had to call a filter manufacturer to tell me what I needed. I had to get a metal frame for the top furnace filter to keep it from getting sucked into the furnace. We then had to get a filter pad to put in the frame. The filter for the front panel that was necessary was also a pad which ******** didn't seem to understand. The house we bought turned out to be a fixer upper that required tens of thousands of dollars in repairs. I had to be hospitalized once because of respiratory complications from a broken pipe from the house to the septic. It's hard to see how you can criticize us for not doing maintenance on the heat pump. It's covered like a blanket in snow and ice and is not defrosting. We weren't even told it had a automatic defrost cycle. You should really provide the help we need.
  
  
  
   

  Customer Answer

  Date: 01/02/2025

  Email received by BBB Staff

  I have received information from the manufacturer of the heat pump that confirms the pump has an automatic defrost cycle. Obviously something is wrong. I would like to propose to ******** Heating and Cooling that we compromise and that we pay a $50 trip fee for the tech to come out and take a look at our heat pump and find out why it won't defrost. We want to reestablish the goodwill between us and ********.
  ******** ****** 
  

  
  

  Customer Answer

  Date: 01/15/2025

  Consumer emailed the BBB
  
  Just wanted to let you know that ******** agreed to reduce the charge for the service call to just the $99 trip charge. The complaint was settled satisfactorily.

• Initial Complaint

  Date:11/18/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company comes out and tells me for my AC and furnace checks that everything looks good and is fine for the season, but then a couple weeks later, things do not work. From there another tech needs to come out and tells me that the proper tech was negligent and clearly missed an obvious issue. Since then the company has been out several times trying to diagnose a problem and can’t figure it out until recently. It’s been months. They found that my motor was retaining water and put in a drain and we ordered a new one. I asked to have a manager call me and one did but when asked if they could help me on labor costs, since parts are covered under warranty, they said they would not budge and already gave me a price break. I have never seen or heard anything about getting a discount on labor and asked to see it. The manager told me she or the service manager would call me back the same day with the info and never did. I still have not seen where I am getting a discount at all. The customer service has been awful and they say they are going to follow up and never do.

  

  Business Response

  Date: 11/22/2024

  Dear *** *******
  
  We apologize that you are not happy with the service that you received from Anderson.  Please review the below information for accuracy regarding your services:

  9/20/2024 - As part of your MVP Membership, Anderson Tech completed a no cost tune-up of your furnace. 
  10/18/2024 – Anderson tech responded to no heat call.  Furnace was shutting down on a soft lock out.  There were no error codes in the system that indicates the cause of the lock out.  The technician checked the gas pressure and repositioned the pressure switch hose to ensure the line was not crimped.  System functioned properly during service call.  The $99 trip charge for this call was waived, no cost incurred by customer
  10/21/2024 – ******** tech responded to new heat call.  Technician arrived & found system was on and functioning properly.  The furnace cycled properly multiple times while tech was onsite.  Reviewing the error code history, it was determined that the system had multiple soft lock outs.  A possible cause for lock out is a faulty pressure switch.  Anderson agreed to order a new switch as a warranty repair.  The $99 trip charge for this visit was waived, no cost incurred by the customer
  11/13/2024 – Anderson installed a replacement pressure switch.  No charge to customer for part, labor charge was $184.00 (a 5% labor discount was applied to invoice as an MVP Member benefit) $99 trip charge was waived.
  11/13/2024 – While replacing the pressure switch, technician identified the inducer motor was holding water.  Tech advised that a warranty replacement motor would need to be ordered/installed.  A temp drain was installed.  Customer was provided a $200 labor discount, plus an additional $50 off labor coupon.  Total cost for motor installation after discounts: $299
  
  We apologize if the discounts were not properly explained at the time of service, or during your conversation with our HVAC Service Manager.  We hope that the above breakdown provides clarification on this matter. 

  Customer Answer

  Date: 11/22/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *** ******
  
  
  
  
   

  Customer Answer

  Date: 11/25/2024

  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.  
  

  Since I have not received any copies of any invoices showing these charges or the discounts given, I would like to have those emailed to me. 
  
  Regards,
  
  *** ******
  
  
  
  
   

  Customer Answer

  Date: 12/09/2024

  Additional information received by consumer by phone to BBB Staff:

  Looking for breakdown and would like to see where the discount is coming from.  It does not show on the invoice they sent me.

  

  Business Response

  Date: 12/09/2024

  Please see the attached invoices for all of the appointments completed since September 2024:
  Invoice ********** dated September 20, 2024, is a $0.00 invoice for the annual heating tune up that is part of the MVP Membership
  Invoice ********* dated October 18, 2024, is a $0.00 invoice for a diagnostic of the furnace.  Service charge was waived and was treated as a warranty call because *** ****** is an MVP member, and no issues were identified during this appointment  
  Invoice 119778926 dated October 21, 2024 is a $0.00 invoice for a return trip to diagnose furnace trouble.  System was operating upon arrival, but there was a history of error codes that lead to a diagnosis of pressure switch issues.  The replacement part was ordered and follow up service scheduled
  Invoice ********* dated November 13, 2024, is a $184.00 invoice.  Pressure switch was installed.  No charge for the part, $184 charged for labor.  A $9.00 member savings was applied to the invoice since *** ****** is an MVP Member.  This is indicated on the invoice.  Technician advised that additional work would be needed when he discovered the inducer motor is holding water.  Tech advised that a warranty replacement motor would need to be ordered/installed.  A temp drain was installed.  Customer has been offered a $200 labor discount, plus an additional $50 off labor coupon.  Total cost for motor installation after discounts: $299.  This cost is in addition to the $184 already incurred for the pressure switch replacement.  There is no invoice showing these discounts since *** ****** has not agreed to have the work completed and no invoice has been generated for the motor replacement.

  Customer Answer

  Date: 12/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  *** ******
  
  
  

• Initial Complaint

  Date:09/12/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As the former owner of Anderson Heating and Cooling my complaint is that the company has been using my license number on their trucks without my permission. I have not been involved with the company for over 5 years . This practice is illegal in the state of Ohio and after making several attempts to contact manager Mike **** they will contact me about the illegal use of my license number. Hopefully BBB can help resolve this illegal issue immediately.

  

  Business Response

  Date: 09/13/2024

  We apologize for the incorrect use of the former owner's license number on the Anderson vehicles.  Recently, ******** had several of the vehicles wrapped with the incorrect license number.  We have begun removing the incorrect license numbers and will be working with our vehicle wrapping company to install the correct license number on our trucks.  We also apologize that multiple text messages sent to *** ******** regarding the vehicle wraps were sent to the wrong cell phone number.  We have since reached out to *** ******** at the correct number and informed him that we are in the process of correcting the issue.   

  Customer Answer

  Date: 09/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  *** ********
  
  
  

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My all in one unit heating and AC, only 2 yrs old & still under warranty is not working. I booked an appointment online around June 1st. to have unit repaired, which by the way wasn't working when they installed it to begin with, so they had to reorder the entire AC portion and reinstall. It was good for two years, until now. They confirmed their appointment to repair but never showed up, no call, no nothing!!. They rescheduled it on a weekend, but coincendently there was no technician assigned so they had to call a technician, who was not on call, to come over. Apparently this has been happening to him a lot lately as I heard him talking to the mgr on the phone. He was telling the manager how upset I was because they never showed up for their scheduled appointment. Anyway when he arrived he assessed the situation and told me that A part will be ordered on Monday, June 8th and that the office would call me with an ETA....Monday comes around and no phone call. The technician took a picture of my sales order from when the unit was first installed 2 years ago and indicated that all labor and parts would be covered because it's still under warranty. Fast forward almost a month, I've been calling just about every day and receiving the same answer, "the manager isn't available to take my call but will give them your message to have them call you back", but of course, no call. My brother also called and was told the part was ordered but there is no tracking information or anything on it, so was the part really ordered?? They told him they are overwhelmed with work right now and that they don't have enough technicians..I'm just getting the runaround and just need to get my unit repaired, CORRECTLY or give me a new unit! It's under warranty so I feel they're not rushing this because they're not making any money off of me!

  

  Business Response

  Date: 07/25/2024

  We apologize for the delay in getting this issue resolved.  The customer's unit is still under warranty, so we have ordered replacement parts from the manufacturer in order to make the proper repairs.  Our initial service appointment to diagnose the problem was on 6/10/24, parts were order on 6/12/24 and scheduled to deliver to us on 6/28/24.  We received notification that the replacement part is on back order, and we should receive the parts by 7/5/2024.  As of 7/25, we still do not have an updated delivery status from our vendor.  We have followed up with the supplier several times in the past 2 weeks requesting updates, with no new information being provided.  We will continue to follow up on the status of our order and will make all necessary repairs once we have the proper replacement parts.  There is no cost to the customer for this repair since all parts and labor are covered under their warranty.  

  Again, we apologize for the delay in service, but hope to make the repairs as soon as possible.

• Initial Complaint

  Date:05/01/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our furnace was not working so we called Anderson HVAC. ** from Anderson came out later that day. We told him this was an unexpected expense for us but we were interested in getting estimates for both furnace and AC. To do both the AC and furnace was too much for us at this time so we decided to do just the furnace and an AC coil for future AC install. On April 11th they installed the new furnace and AC coil. I left a glowing review. On April 12th we received a text. ""Anderson Heating, Cooling and Plumbing, and sister company A New Image Heating and Cooling are offering a FLASH BOGO! Valid this week! The Furnace is FREE when you install an AC! Call today for details.". I asked why we were not offered this BOGO when they knew we were interested in both and the sale was good for the week of our installation. We would have taken this deal and gotten both. I was told by the Mentor office that they were unaware that the sale text was going out and asked if I could give them a few days. The following Monday I did receive a call back and was told they would install our AC for $4,000. The original estimate was about $6,000. So they were offering to take $2,000 off to install the AC. My furnace was $5,695. Is this a deceptive advertising ploy to get another $4,000 out of us? I disagreed with this offer and was given a contact at their home office in Grand Rapids MI ******** ****** who is their Director of Digital Marketing in MI. That was two weeks ago and I have heard NOTHING from anyone. I even called *** ****** and still did not get a call back. This is apparently a "pass the blame" situation where no one is willing to take responsibility. Associates in the Mentor office agreed with me, yet nothing has been done. This is wrong! Your help is very much appreciated. Thank you.

  

  Business Response

  Date: 10/05/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hi ******
    Thank you for your time yesterday.  Attached is a copy of one of the proposals that the Medwigs did receive but the cost was more then they wanted to spend so they chose to do just the furnace. ** our sales rep who was there explained the BOGO to them.  Buy a AC system and get a free basic furnace, just have to pay for the installation and installation parts (furnace itself is free).  I also talked with her some time after their installation and offered her a AC system at the difference in the price, less another $1000 ($5200) and my apologies for any misunderstandings
  
  Please let me know if there is anything else you may need Thank you *** *********i Sales and installation manager

  Customer Answer

  Date: 10/13/2023

  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

  We are rejecting this response because it states ** explained the BOGO to me.  This was not explained to us prior to the installation.  We did not even know about the BOGO until the day after the furnace was installed when we received the text.

  *** ********** did not offer me the install for $5,200.  The only person that gave me an offer was **.  I spoke to ** when he returned from vacation the following week and ** is the one that told me they could do it for an additional $4,000.  An additional $4,000 is not a free furnace.  The text that came out the day after installation stated the BOGO was good for the week.  We will be happy to have the AC installed but need to see a refund for the furnace first.  Thank you for your time and attention to this.  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** * ******* ******
  
  
  
  
   

  

  Business Response

  Date: 11/07/2023

  
  "We sincerely apologize for the confusion related to the install of your new equipment.  While we try our best to make our marketing as transparent and timely as possible, there are necessarily terms and conditions that will apply and lag times between when the marketing campaign is launched and when it is viewed by the customer.  It's not uncommon for a customer to receive a new promotion immediately following work being done - it's a matter of timing, nothing more malicious.  If the customer approaches us with this issue, we work with them to achieve the best possible outcome for them.
  
  After reviewing the file again, the final quote offered was at a price better than the 'BOGO' promotion - in an effort to resolve this issue & provide the customer with exceptional service.  We regret the confusion our marketing materials have caused in this case and have taken the feedback under advisement in our future campaigns."

  Customer Answer

  Date: 11/17/2023

  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.
  We disagree that Andersen worked with us to resolve this matter.  They have not called me or contacted us since the original complaint went in.  I feel they will continue to give you the same answers anytime they are contacted.  They do not care.  I appreciate all the BBB has tried to do.  They obviously will not work to make us happy.  I'm sure they figure we will just go away.   I will continue to let people know how they operate and what happened to us and each time I stop a potential customer from calling them I will consider it a win.  

  Thank you so much in trying to assist us.  Every time I have spoken to a BBB associate they have been very professional and courteous.  We appreciate all you do!

  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** * ******* ******
  
  
  
  
   

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The heating system in home starting making a very load noise and i called Anderson to assess the situation. The technician diagnosed the problem and communicated that the blower wheel and blower motor had failed, the system was over 16yrs old and the parts were hard to find. He recommended replacing the the entire furnace for $6000. We pressed them to search for the parts, after several hours and several attempt to convince us to replace the entire furnace a service manager called to say the parts were available but would be several days out and that a furnace replacement could be done the next day. He also increased the repair price from $1200 to $1600 due to the parts being hard to find and expense. I requested a formal estimate including the part numbers of the needed components which they did not provide. I came home from work and disassembled the furnace blower unit my self to diagnose the system. The blower wheel had in fact failed, but the motor operated properly. Additionally, both part numbers were readily available on several HVAC websites by several different manufacturers. The price of the Blower Wheel online was $145 and the Motor which had not failed was $135. The activities and actions by Anderson are both unethical and fraudulent and attempting to take advantage of homeowners unable or unwilling to diagnose and fix their own equipment.

  

  Business Response

  Date: 03/02/2023

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The business has stated that they have sent their technicians to the consumer's home to address their concerns. The consumer was not home but the techs spoke to the consumer's wife. The business believes they have resolved this matter. 

  Customer Answer

  Date: 03/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** *******
  
  
  

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/24/22, a $195.00 "emergency" fee was paid for a technician to check the AC unit which was not cooling. After 30 minutes, the tech told us a new capacitor and fuse were installed on the unit, however, it was also out of refrigerant. The ac unit uses R22 refrigerant and the company used its stock and will not be getting anymore. He explained we would need approximately 6 lbs of refrigerant which costs $250/lb. He told us to run the fan on the unit to try to cool inside. He suggested a "comfort consultant" (salesman) could give an estimate for a new unit which he arranges before he leaves. The salesman looked at the AC unit and ductwork on 8/25/22. We were told the quote would be sent same day, which is was not. On Friday, 8/26/22, I called the company to ask when the quote will be emailed. Was told the salesman will be notified. At 3 pm the quote was emailed and it was for a "buy one get one free" promotion for replacement of the AC and furnace for $10,000. Called the office again and explained we need AC only. We were told the salesman was gone for the day, meaning we now had to wait until Monday. The quote received on 8/29 was for a new AC unit only in the amount of $6000. An independent contractor was contacted about replacing the refrigerant. The serviceman checked the AC unit on Monday and informed us there is nothing wrong with it! He saw the new parts replaced on Wednesday, however there was no leak and the refrigerant was full at 80 lbs. pressure. The temperature at the vents inside was 64 degrees. It's very hard to believe the Anderson technician made such a huge mistake! If so, there needs to be training started ASAP. The serviceman knew what had been done to the unit and didn't understand either. He also would NOT take payment for the service call stating he "didn't do anything". We lost $195.00 and suffered 80 and 90 degree heat with no AC for 6 days! This appears to be a SCAM to ripoff the customer and make a sale!

  Customer Answer

  Date: 09/28/2022

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has notified the BBB that they have received their refund and consider the matter resolved.