Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Charging us per day for their mistake! Criminals! We had a new ac unit installed. I heard the helper technician installing the new thermostat. I went in to tell him that I wanted to keep the existing ecobee thermostat. He said he didn't know about that and went to get the head technician. The head technician told me I was just a renter and the owner wanted the new thermostat. i told him I was just going to take the new one off the second he left and it was a waste of time and we left it at that. The head technician gave me instructions on installing the ecobee thermostat before he left so I believe he thought it was here. I thought it was in the box for the new thermostat. When we discovered it wasn't we immediately started calling to try to get it back. We have been calling since this occurred (before Thanksgiving) and nobody would call us back. Finally they sent someone out to get the portable units but refused to return the ecobee so I refused to return the units since they have a history of ignoring our calls. They insist I am making this up. Why would I tolerate this hideous installation if I didn't have to? My assumption is that the helper kept the thermostat with the intent to resell it because he thought it would be thrown away or maybe it was thrown away. I'm sure this happens all the time and in any case you don't threaten to start charging for the units they left in our windows for WEEKS after the installation!Terrible terrible terrible customer service. I will never use this company ever again.

  

  Business response

  12/20/2024

  To begin, I did not believe it was the BBB's practice to allow complaints about a home service from anyone other than the homeowner.  As tenants are not the homeowners, we cannot perform any job without the homeowner's approval.
  As a manager for the company, I have listened to each and every conversation our CSR's had with the tenants.  All of these conversations were extremely professional and courteous but were with the complainant's wife who was extremely friendly and affable. I have also spoken with each of the people involved in this situation. 

  Anthony's has been in business since 1988 and we have a 4.9 ****** rating and an A+ BBB rating.  To call us criminals is not only libelous,but an emotional response to what is clearly a misunderstanding.  Our technician would never have taken the ecobee in question.  He is an honest and ethical employee and if our managers or owner ever suspected any of our technicians were less than that, they would not be employed here. 

   

  The reason the picture that the tenant sent looks as it does is because homeowner wanted a replacement thermostat that is quite smaller than the one we removed.  We would like to arrange it so that a backing plate is installed for esthetic purposes.  The technician who replaced the larger thermostat did not have one on his truck so we do need to go back.  We also instructed our installation manager to buy a replacement ecobee and it was given to the tenants who either misplaced or lost the one in question.  Again, our technician claims he did not take it and there is no reason not to believe him.  If the technician was a thief, there are plenty of much costlier thermostats he could steal from our shop.

  
  In any case, for the sake of overserving a client, we have purchased a new ecobee and have already hand delivered it.  We had hoped this would resolve the situation satisfactorily as the complainant spoke with one of our **** yesterday and said he would remove the complaint if he received the ecobee.  Since then, it appears as if he has blocked our number so now there is no way to get in touch with him.  Without the ability to contact the client, there is now no way we can install the backing plate, however we are more than happy to do so if they contact us.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/28/2024 ********* Cooling-Heating-Electrical came out to repair the air conditioning unit they installed a few years ago. I have 2 issues that need to be resolved, 1st issue: We were informed that they replaced the capacitor but found that the original capacitor was good but since they installed it, we needed to pay $305 for the part and labor. We have paid for the replacement of a perfectly good part, because they didn't know it was good.2nd issue: They did find the blower motor was bad and still under manufacturer warranty. However, since it was a warranty part that they had to order from the manufacturer, it was a Saturday, and the aftermath of Hurricane *****, they could not give a time frame for installation. They then informed me that they had a blower motor in their warehouse, and they could install it for $450. This will be temporary until they get the blower motor from the manufacturer. Once the motor arrives, I will be required to pay an additional $529 to remove a known good part and install the one from the manufacturer.

  

  Business response

  10/24/2024

  Dear Mr. ************************** forgive the late response.  As you can imagine, our industry has been quite hectic since the hurricanes.

  
  In looking through the technicians notes, your reading for a 70/10 capacitor was a 43/0 which means it was indeed dead.  It absolutely had to be replaced for your system to function.  The system will not run with a bad capacitor. The technician changed the capacitor which in turn got the system to turn on, allowing our technician to further diagnose issues with the system. The condenser fan motor also appeared to have failed, which was most likely caused by the bad capacitor, according to the techniciansnotes. 

  
  Being that this happened on a weekend, the supply houses would have been closed so there would have been no way to find out price/availability of the motor until at least Monday. Please keep in mind that this was also the weekend that followed Hurricane ******.

  
  Our technician gave you the option of a temporary motor to get your home cool until the office could check on the part and get it in stock. His notes and your phone call with our customer service representative show that you approved the temporary motor. Our technician then met up with another technician on call that weekend and got the temporary motor and installed it.  Following that, the brand-new motor was ordered from ******** and has already been installed.
  You paid $450 for the temporary motor which got your home cool again.  Once the new motor was installed your account was credited $100. As a gesture of good faith, we will go ahead and credit another $350 so there will be no charge at all for installing the temporary motor which kept your home air conditioned for 2 weeks.

  
  As a side note, manufacture warranties are void if you do not have your system serviced at least once a year.  This is not Anthonys policy but the manufacturers.  Our records show that the last time we serviced your system was 2021. If you had another company service your home in the past year, you would need to contact them regarding the warranty.

  
  We sincerely appreciate your business and would never intentionally try to mislead or be dishonest with you or any client.  I hope this resolves the issue, sir.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an addition that was built and accepted the bid of ******* from *******'s HVAC. They performed some of the work as it needed to be inspected, and it failed inspection because they did not include a roof vent. When the technicians were out initially my plumber asked the technicians about a roof vent and they stated it wasn't in the work order and I didn't need one since it wasn't in the work order. My roof was put on 8/11/2023, and then I find out in late September that Anthonys never called the Pinellas County permit department to have their work inspected and when it was inspected on the 20th of September it failed because there was no roof vent. I contacted *******'s and the technician *** wanted to put the vent through the eave, but I explained to him that a garage was being permitted to be abutted next to the addition and the vent would then be in the garage. I called numerous times for a resolution, and I was constantly being told someone would call back. The office manager had become horribly rude, and I needed to speak with someone else. I emailed the owner on 10/30/2023 he responded by telling us to call him and copied his staff on 12/7/2023. No one ever reached out to me. The number that the owner left was the office and I never got to speak with him because there were always excuses from the office staff about why he wasn't there. *******'s failed to do the job correctly by not having a roof vent, and did not use duct sealant, and never finished it. I had to pay a roofer to fix their mistake in early February for ****** and since the mechanical permit expired on 2/18/2024 I had to renew the permit for ******.

  

  Business response

  03/07/2024

  Hello BBB, this is ***********************, Marketing Director for *******'s.  **** has told me that this complaint has been addressed with the home owner and was resolved to ***************************** satisfaction.  On the rare occasion that something goes wrong with one of our jobs, ************** always takes the necessary steps to both address the issue and to resolve it with only the client's satisfaction in mind.  From what I've heard from ****, this issue was indeed resolved and ******** was pleased with the results and has told us she will be rescinding the complaint. Our relationship with clients is always paramount to us and we hope this fully closes this dispute.  Thank you.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or around September 8, 2022 we purchased a brand new ** unit for our house. We wanted to replace or upgrade our 3 ton ** unit that wasnt working properly. Against our better discretion, the salesman convinced us to purchase a 2.5 ton ** for the home based on his expertise and the new energy efficient units for approximately $9000.Since the installation, the unit has not been cooling down the house properly. In November the service techs and owner of the company advised us we need a new ductwork so we purchased new ductwork approximately $8000.After the installation of the ductwork, the unit still did not cool down the house. We called multiple times for service techs to come out which they did and were not able to rectify the problem. We continue to ask for a 3 ton or higher unit and were denied. In July 2023 the owner of the company agreed to switch out the unit. When the service tech came, they switched out only the condenser to a 3 ton while leaving the 2.5 air handler which are not compatible. We continue to call the company and no one returns our calls. **************** states the owner and supervisors are out of town or are now sick with Covid.Anthonys heating and cooling has a 100% customer satisfaction guarantee for the first year if there are any problems with the ** which they are not adhering to. We would like the unit to be replaced with the proper size for the home, which would be 3 ton air handler and 3 ton condenser that work properly and are also under warranty. This company came highly recommended and now we are out air conditioning in excess of nearly $20,000.

  

  Business response

  08/09/2023

  We have complied with the customers request and replaced the unit. However, we advised the customer on potential sizing issues that could result in future issues.

  Customer response

  08/09/2023

   
  Complaint: 20312862
  
  I am rejecting this response because:  Yes, I agree they did comply thank you.  I wanted to add that ************** did advise us that the guarantee/warranty  still holds true and he verbally stated that  it actually STARTS OVER from the day the NEW unit was installed. 
  
  Sincerely,
  
  *************************

  

  Business response

  08/10/2023

  What the customer was told by ************** is correct in regards to the warranty. I have attached copies. 

  Customer response

  08/11/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After cleaning the ** unit, they took a look at a low temperature issue and added 1lb of Freon per our request. Instead they added 8lbs which after 1lb would indicate a system with a leak as the ** is a closed system and should not be low unless there is a leak. Now due to their incompetency, I a being billed for an additional 8lbs of Freon they added to a system that had an obvious leak. I would not hire them again since they were rude and unwilling to admit their mistake. Adding Freon to a system with an obvious leak is unethical and perhaps violates federal law by releasing ***** into the air which they did by adding Freon to a system with a leak

  

  Business response

  09/19/2022

  Hello ******************
  We were disappointed to receive your feedback on all social media platforms as we attempted to diagnose your HVAC problem which requested during our last visit in April 2022.  Since we work very hard for our 5 Star Reviews, we reviewed the notes submitted during your service call and they revealed that you declined the leak search to determine the ************* of the leak. We do have a company policy to make sure the client has cooling during the heat of the summer rather than leaving you without air conditioning.  It is also our company policy to receive payment at the time of service, however, you still had an unpaid balance from our last service visit 6 months ago.  We apologize for reaching out to you for payment after 6 months only to find out now that you were unhappy with us.  

  Customer response

  09/19/2022

   
  Complaint: 18003609
  
  I am rejecting this response because: we had asked them to add 1lb to see if the ** improved and to see if there was a any improvement, but you ignored our request.

  Since we rejected your attempt to find the leak , that mean you suspected a leak. If you suspected a leak, did that give you the right to continue to add freon to a system with a suspected leak???

  I only went to social sites and BBB after learning you went to collections and didn't agree to accept my partial payment for the legitimate work you performed.

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

• Initial Complaint

  03/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company held my credit card on file without my permission and charged my card without my permission for $150. I have been payed in full and have sent several emails with receipts saying so. This random charge came almost 6 months after service and my full payment. I have called them several times to fix they're error and they still refuse to refund me AND TAKE MY CREDIT CREDIT CARD OFF FILE! I am also in touch with the CFPB.

  

  Business response

  05/16/2022

  Business Response /* (1000, 11, 2022/04/06) */ Hello Sir, We are disappointed to receive your feedback. We have done everything we could on our end to remedy this situation and have attempted to contact you numerous times, without any response from you. We completed the service you requested at your business in October 2021. At the time you contacted us for service, you were informed of the $150 service fee and provided your credit card for the service prior to us coming out to perform the required maintenance. Upon completion of your service, you were sent an invoice, which was unpaid. After multiple attempts to collect payment unsuccessfully, you were charged the payment method you provided. In an act of good faith, and so as not to jeopardize our 34-year reputation, Anthony's Refunded you the Full Amount of the service fee you incurred, and you received your service FREE at no charge prior to receiving your BBB complaint. We feel we have done our best and gone above and beyond to resolve this matter and hope to earn the 5 Star Rating that we are known for. Thank you for your Time, Business, and for Trusting Anthony's with your Home and Family's Comfort and Safety. Consumer Response /* (3000, 13, 2022/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This statement could not be further from the truth. The only truthful part is that you have refunded my $150 after multiple phone calls and arguments from your "office manager." I have expressed multiple times that you had no write to keep my card on file for nearly six months and then randomly charge me. Your office was rude and refused to listen. You never sent me any form of statement of a missing balance. I will ensure every UPS Store in the area will chose another business for A/C service and repair.

*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. ↩