Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  RS Andrews could not diagnose or remedy the issue so we a forensic investigation was done showing static pressure was far outside of the manufacturers specs due to numerous issues including: The return duct capacity was insufficient for 3.5 ton system. Further, the return duct attached to the top of the return plenum was incorrectly installed, choking off at the connection and further down the line, reducing the return air flow and increasing static pressure even more, causing performance, efficiency and capacity problems. The furnace was not sealed from the bottom pan to the blower compartment allowing attic air to infiltrate the blower compartment and mix with the return causing poor performance and contributing to humidity issues as well as indoor air quality issues from particulates getting past the filter and into the air stream. The front of the coil was not sealed to the furnace and air was escaping on the front. The furnace supply plenum was unprofessionally installed. The old plenum was cut very short and left installed on the new system. A new metal plenum should have been recommended, sealed and wrapped with R8 duct wrap. Similarly, the return filter box was installed incorrectly. The furnace opening is only approximately 14x24 so about 30% of the filter is out of the air stream. The duct board return plenum is inadequate.A report of these issues was sent to RS Andrews and they never responded. Their numerous failings are likely the reason to their refusal to respond to the list of incompetencies, which speaks not only to their incompetence and harmful business practices but to gross negligence and callous disregard for their customers.

  

  Business response

  01/15/2025

  We have worked out a resolution to the customers satisfaction.  Thank you.

  ******* ******* (Operations Manager)

  Customer response

  01/15/2025

   
  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

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Complaint Regarding Unjust $99.00 Charge by Plumbing Company Dear Better Business Bureau,I am writing to file a formal complaint against a plumbing company for what I believe is an unfair and unjustified charge of $99.00 for a recent service call.I contacted the company to repair a shower faucet, and before the plumber arrived, I had already identified the issue and purchased the necessary parts (a shower valve) from **********. When the plumber came at the end of the day, he did nothing beyond taking a picture of the faucet and charging me $99.00 for what was described as a "diagnostic." However, no actual diagnostic was needed, as I had already explained the problem in detail when I scheduled the appointment and had purchased the parts for the repair in advance.The plumber simply reiterated the information I already knew and gave me a quote for the job, which I found to be too high. I did not proceed with scheduling the repair due to the cost. I believe the $99.00 charge was unjustified, as no meaningful service or diagnostic was performed. This practice feels misleading, and I believe the company is taking advantage of customers by charging for unnecessary service calls.I am seeking assistance in obtaining a refund for the $99.00 and to bring attention to what I feel is an unfair business practice. I would appreciate any support from the Better Business Bureau in resolving this matter.Thank you for your attention and assistance.Sincerely,****** ******** Ph: ************

  

  Business response

  11/19/2024

  The charge *********** is referring to was a trip charge and not a diagnostic fee.  In the recording of the call, our call-center representative explained the trip charge and $99 fee.  She also mentioned that if he was a smiley club member it would be $79.  She then explained that it would be the cost for the technician to come out, evaluate the issue and give a price for the repair or replacement.  She then proceeded to tell the customer in detail that if he accepted the work, then the $99 trip charge would be applied towards the job. The client liked this and agreed to the trip charge over the recorded phone call before we dispatched or set the call up. When our technician arrived onsite and as customer stated, we supplied a quote for the job which the customer did not proceed.  Thus, the agreed trip charge was given to the customer as agreed upon before the call was set up.  The trip charge would have been applied to the suggested work/quote for the customer supplied shower valve and would have been $99.00 less if the work was accepted. There will be no refund as the fee was agreed by the customer before we set up and dispatched our technician. Thank you.

  Customer response

  11/22/2024

   
  Complaint: 22554507
  
  I am rejecting this response because:

  I must clarify several key points that highlight my dissatisfaction with how this situation was handled.
  The document I signed clearly states that I was being charged for a "diagnostic/service to evaluate and quote work needed." Unfortunately, no diagnostic or service was performed beyond the plumber taking a single picture, which took less than two minutes. I had already identified the issue, explained it to the plumber upon his arrival, and even purchased the necessary part in advance (as evidenced by my receipt). The only thing provided during the visit was a quote, which does not constitute a diagnostic or a service.

  
  Your response claims that the $99.00 charge was a "trip charge," yet this was not made clear during my interaction with your company. While I understand that your representative explained there would be a $99.00 fee during the recorded call, the purpose of this charge was described as being for the technician to "evaluate the issue and give a price for the repair or replacement." No evaluation took place, and nothing was done that I didnt already know or explain myself.

  
  Furthermore, your company forced me into a situation where I had no option to get a quote without scheduling a visit. I was not informed beforehand that the cost for the quoted job would be as high as $1,700 for a task I know can be completed for no more than $200. This practice is highly deceptive and places unnecessary financial burdens on customers by requiring them to pay for a visit even when no real work or evaluation is done.

  
  I find it disappointing that your company fails to recognize the lack of value provided in this instance. Charging $99.00 for a visit where no meaningful service was performed reflects poorly on your business practices and diminishes trust in your company.

  
  I remain firm in my belief that this charge was unjustified, and I respectfully request a refund of the $99.00. If this matter cannot be resolved amicably, I will proceed with sharing my experience in public reviews to inform potential customers of these practices. Additionally, I will take further steps to escalate this matter to the appropriate consumer protection organizations.
  I hope that your company values customer relationships and will reconsider its stance on this issue.
  

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

  

  Business response

  11/26/2024

  Customer has been contacted and we have resolved this matter.  Thank you.

  ******* ******* (Operations Manager)

• Initial Complaint

  11/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Oct 29th a tech came to my house for a leaking water heater. He replaced a part and said the issue was resolved. I paid $453. 30 minutes after he left another leaked popped up outside near where he was working. I called RS Andrews about this and was charged $600 for this. The same evening the water heater leaked through my ceiling again. On Nov 3rd. A tech (****) came out and examined the issue said the water heater had a leak and needs to be replaced. The issue was not with replacing a part. If the original tech hadnt misdiagnosed my plumbing issue and simply told me that my water heater needs to be replaced I wouldnt have had to pay $1053 for work that had nothing to do with my issue. Ive called RS Andrews and spoke to ******** 3 days in a row. He promised a manager would call me back and has not. I am requesting a full refund of $1053.

  

  Business response

  11/13/2024

  Hello, we have refunded the customer $453 for the ********************** heater repair.  As for the $600, this was a leak outside that had nothing to do with the water heater and was a different problem.  We will not be refunding this repair as it was a fair price for the necessary work completed.  Thank you.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We scheduled regular maintenance for our AC. The tech worked on our main floor and top floor units first. And actually got it working better! Then, he moved to the basement. After about 15 minutes of him being in the basement, my husband and I see the lights flicker on our main floor. The tech came running upstairs, as my husband was running downstairs to see what happened. The tech said I quote, "Oh man, I was working on your unit, and something happened, and it started smoking." My husband asked him to stop everything and call his manager. My husband spoke with his manager, *************************, at approximately 12:00 p.m. on Monday, August 19. During that call, **************** informed my husband that if it was the compressor, they would fix it. But, if it's the freon, they could not replace the freon because the unit is too old. **************** sent another tech out to our house that same day, and that tech said it was the compressor. But, then, he refused to fix it. My husband contacted the office again and asked to speak with the head of operations, *****************************. ****************** proceeded to give us the runaround from Tuesday through today, August 23, telling us he needed to talk to various people about the matter. As of today, when I spoke with ******************, he called us liars and is refusing to honor what **************** has already promised. Further, ****************** indicated that our basement unit was too old for them to work on, which is certainly not something we (as non-AC experts) would know. The onus was on RS Andrews to tell us our unit was too old to work on. But the minute they touched our unit, they took on the risk and liability of the consequences. Our two-year-old twins with breathing problems use that basement as a playroom. It is a fully furnished basement. And, it is summer in *******. The resolution I seek is that they restore our unit to the working condition it was in previously before their tech touched it.

  

  Business response

  08/29/2024

    I would first like to note I in no fashion called anyone a liar. **************** and I were talking and when I told him what my tech told me was done he called my tech a liar and kept on repeating that.  I merely stated anyone can make that statement as I could say what he is saying isnt true.  I did not call him a liar I explained him calling my tech a liar can go both ways. There also was no run around. Once a matter is brought to my attention I will always talk with the customer, my managers and techs to make sure I have all the information I need to so the situation can be assessed and addressed properly.  My HVAC manager *************************** did not state he would fix the compressor at no cost.  He stated that if it were a contactor or condenser fan we could fix that for them at the normal fee.  He stated if it was freon or the compressor we could not accommodate as we do not work on or repair R-22 units.  We are not refusing to work on their unit just because, I want to note that as a company policy we do not repair or install  R-22 units as R-22 is now phased out.  That is what was communicated to both *** and *****************.  To address the matter at hand, when our tech went out to service the maintenance he did the upstairs unit first and all was well.  When he went to the main floor unit all was well. The Basement unit thermostat was not calling for air and the unit was not running.  Our technician set both thermostats to turn air on and after 15 mins the basement unit outside was smoking and making noise.  Our technician then turned off the disconnect at the outside unit to turn it off.  I would like to note that up to this point our technician did not touch this unit and only turned the thermostat to call for air.  No tools were connected or covers taken off until the unit was turned off at the disconnect after it started smoking.  That is when our tech connected his gauges to check the standing pressure which indicated low refrigerant levels in the system.  He then called his manager ****** and took off the electrical panel cover to confirm issue was not coming from there.  Tech brought customer outside with electrical cover off and gauges connected to show him that the issue was coming from inside the unit and not there.  Cover was placed back on, and ****** spoke with customer.  That is when our senior tech came out and confirmed this was a compressor issue and showed the customer the lose prongs on the compressor connector as well as the burn marks and that this could not be caused by just turning on a thermostat or by anything we had done.  We did not cause this 21yr old unit to fail.  This system is old and failed due to age.  

  ***************************** (Operations Manager)

  Customer response

  08/29/2024

   
  Complaint: 22186238
  
  My attorney will be contacting the business. Thank you. 
  
  Sincerely,
  
  ***************************

  

  Business response

  09/03/2024

  We haven't done anything wrong and stand by our statement.

  Customer response

  09/03/2024

   
  Complaint: 22186238
  
  I am fine to close out this complaint as unsatisfactorily met. I dont need further response from the business through this channel. Ive already consulted with my attorney and a certified letter will be sent later this week. So all conversations can now go through him. 
  
  Thank you,
  
  ***************************

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RS Andrews installed new air ducts in our attic summer of 2021. We also purchased a new hvac system from them at the same time. We have had trouble from day 1 of this installation with condensation/ sweating of the unit, water coming through all ceiling vents, water bubbling down walls, water bubbling on ceilings. Weve peeled it back to let water run out. Weve cut the drywall around vents to let the water out. This is the third summer of this. We have mold. The technicians have taken multiple pictures of all these problems and still the service manager, *****, refuses to call. Last year they came out and spray foamed around vents. That did not solve anything. The technicians that are sent here tell us the ductwork was not installed correctly and that spray foam is not the answer. Pictures have been taken and shown to *****, and once again he sends the guys to come spray foam around the vents. ***** does not return my calls and does not come to the house to see the problem. ****************, ******** who answer the phone say theyll look into the matter and call me back. Its just a game they play. Nobody calls. But they gladly collect $199 for a service call they called it, when I called this year once again to see if someone would come out and look at the water coming in. **** shows up to drain water from the pan, and **** leaves my house with my air filter saying its dirty but he doesnt have a new one to put in for me. Its just such a runaround. This is the third summer we have water coming through from the ductwork. We want our ductwork fixed properly. I want a service manager to come out and see what kind of work was done and if it all needs to be replaced, then replace it. We paid good money and expected a good job. We have mold on our ceilings because theyre all wet from the ductwork leaking. How can they not care?

  

  Business response

  08/15/2024

  We have spoken with ********************** going over her concerns and the resolution. She was happy with our recommendations and we have her scheduled her repairs. Thank you.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HVAC Installed 4/2024 $13,000 plus TECHNICIAN has visited 4 times and the functioning has worsened each tech visit. They damaged my existing duck work because installing techs installed improperly with the temperature inside my home 2 days after install was 116 degrees Fahrenheit. Now system cannot cool the home with humidity in the 80% or higher. Today alone hvac trying to cool from 76 to 75 degrees F has not worked properly with HVAC running continuously for over 8 hours . Worst customer service I have experienced in my 59 years of living . I want a full refund and the carrier system out of my home now!

  

  Business response

  07/10/2024

  Good Afternoon, 

  I am sorry to hear of your troubles with a new system. I do hope the company gets your complaints resolved quickly. The company you wrote the review on is RS Andrews of ***************. We are not associated with the company youre looking for in ********. The company you are looking for is actually ARS / Rescue Rooter , they own the tidewater RSAndrews in ********* 
  

  Thank you 

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2022, we bought a new HVAC from RS Andrews In *************. We were offered a one year warranty on the system and spent over $8000 on it. Summer of 2023, we had a technician come out 12 different times until finally a supervisor came out. The system was not working and our house was 80 degrees all day every day in the summer. The supervisor eventually determined that the system was not hooked up properly when it was installed. The temperature went down a little bit, but we are having the same issue again this summer. I am not paying for a technician to come out for to fix the problem, as it was never fixed to begin with. We called the company June 5or 6, and were promised that a manager or QA would call us and we still have not received a call. They are not waiving the dispatch fee for the issue that has been going on for over a year and a half and I am tired of waiting for a call that has been promised multiple times.

  

  Business response

  06/08/2024

  Good Afternoon, 

  I am sorry to hear of your troubles and hope you find resolution with the company your doing business with. The complaint lodged with the BBB is on the wrong company. This is RS Andrews of ******* and we do not have business in ** or are affiliated with any companies in VA. 
  

  *************************;

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a heat pump /ac unit from RS Andrews as ***** as a new panel box and hot water heater. The amount was $21,488. It was purchased in January 2024. Since then the unit has had issues. Employees have been out 5 times as of today. I have a disabled son who is terminally ill with sickle cell and is on oxygen. This made it very hard for him to breathe. I also have a 16 yr old asthmatic and being without air has caused her to have to use her inhaler because it triggered an attack from the heat. I am also disabled and having a heart procedure tomorrow, May 7, 2024. I paid for this as an investment and I no longer want this unit because it has had to be repaired more than enough. The unit is not good and I would like for them to honor their guarantee of 100% return of my money because the problem cannot be solved and I no longer can depend on it. I am not comfortable with a unit that has had to repaired over and over and over and it is brand new. Supposedly brand new. It is not ok for my kids to suffer and have no air especially in the heat that we have had. It is also past inconvenience when I have to continually stay home and wait for techs to come out over and over again. I am a single mother with a disabled child as I previously stated and I cannot provide for him as a mother when this is going on. This is beyond bad customer service.

  

  Business response

  05/20/2024

  We are working with the customer to resolve this issue.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2023 our furnace went out and wasn't heating the home. I then contacted RS Andrews and scheduled an appointment to check the heating system, when the tech arrived I informed him that the air conditioning unit was fine, but the furnace had stopped working. After checking the heating system unit I was informed that it would be more cost-effective to replace the heating system instead of fixing it. RS ********* sales-person offered a price to replace both the A/C and heating units, even though the tech said the A/C was okay and operable and it was, had no problems with the air conditioning unit. I was offered RS ******'s financing, which I was denied even with good credit. I then purchased a heating unit for $3,788.00 which was placed on a credit card. While installing the new furnace the technicians damaged my A/C united and did not inform me of what they did. During, April of 2024 I turned on the A/C for the first time this year, it started blowing warm air, which was very unusual it was working fine before the furnace install. I contacted RS Andrews and was told a tech would arrive to check the A/C at no charge. Sunday the tech scheduled to arrive called me and said his manager would not honor the free inspection and said I would have to pay him $300.00 the appointment was canceled I then contacted a different company who checked the A/C unit and discovered the unit had been damaged. RS Andrews furnace installers punctured the coil pack causing it to leak oil when the system is turned on. They covered up the parts that they had damaged with insulation tape. When I contacted RS Andrews and explained the damage the customer service agent refused to place a supervisor on the line, was told that a supervisor would call me, been weeks I haven't received a call yet.

  

  Business response

  05/02/2024

    When we replaced the furnace, we also gave the option to replace the ** and coil but this not accepted by the customer.  The ** and coil are contractor grade from 2011 (13yrs old) and the evaporator coils average life span is 10yrs as they start to rust out causing leaks.  We are willing to help the customer out on price to change out the coil since they are a customer and purchased a furnace.  All pictures on the account from before and after furnace installation show the system was not manipulated in anyway.  We just sealed up the connection between the new furnace and the old coil with new mastic and tape per code. We would also like to note that we did not cause any damage to the coil, it is 13yrs old and rusted.  The old coil sits on top of the furnace sealed.  We removed mastic and tape, slid old furnace out and slide new furnace in, reapplied mastic and tape resealing the system.  We did not apply any tape to any part of the coil.  We did not cause the 13yr old coil to rust.  We would also like to state that the $300 reported for this call is incorrect as this was an after hours Sunday call and the charge for this after hours call was $159.  We have caused no issues to a 13yr old coil, all we did was change out the furnace.
  
  

  Customer response

  05/07/2024

   
  Complaint: 21648383
  
  I am rejecting this response because: The a/c was working properly and without issue before the furnace install, the installers that arrived for the furnace were unprofessional, loud and constantly dropped long metal pipes on the floor of the attic during the replacement. The two installers arrived in seperate vans, one these van didn't have a license plate on it, when I tried to leave a comment on the furnace install the men that arrived to my home weren't listed as employee's on R.S. Andrews website do to this I was unable to leave a bad review. Damage to the A//c coil was do to a puncture hole in it not from age or rust. I'm requesting R.S. Andrews to repair the damaged coil pack and add refrigerant, I CAN'T AFFORD A NEW A/C UNIT, the sale agent was informed of this as well, i'm a senior on a fix income, and credit cards have a limit. Since ***************** installed my water heater 2 years prior I thought they were a reputable company, they have shown that they are not, I will not do business with this company ever again. 
  
  Sincerely,
  
  *************************

  

  Business response

  05/16/2024

  We will continue to stay with our original statement regarding this issue as we did not cause a 13yrs old coil to rust or leak.  The offer still stands to replace a 13yr old coil at a discount because they are our customer.  Thank you.

  Customer response

  05/17/2024

   
  Complaint: 21648383
  
  I am rejecting this response because: ** ****** installers intentionally damaged the A/C coil by punctured the coil pack with the metal pipes the installers dragged throughout my home. Not due to the age or rust, damage was due to a hole in the coil pack. As I stated before in this BBB complaint and to the ** ****** sales person I'm a senior on a fixed income I can not afford a new A/C unit even with a discount. I will contact the ************************** to file a complaint along with a complaint warning to the AARP's senior fraud department. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the day of 2/20/2024 I had a technician, by the name of *************************, come out to service my mini split. I also arranged for him to look at our dual HVAC systems, as it was about time for them to be serviced. ************************* went and serviced our HVAC unit upstairs and claimed that he had found black mold and a carbon monoxide leak in both units. As a mother of small children and a wife/caregiver to a Purple Heart Veteran, safety is my number one priority. Especially air quality as the majority of our time is spent indoors. He continued to use his scare tactics on me and even had the audacity to show me pictures that werent even of my house, nor of my unit. We then met with his fast talking friend who tried to get us to pay $30,000 to RS Andrews to replace our entire units. I decided to meet with other HVAC companies to compare. 5 companies! Yes 5 different companies came out and told me, and 3 of them even took me to the attic to show me, the gross and blatant lie that ************************* told. There is absolutely NO leakage of Carbon Monoxide, there is no mold/growth anywhere, and the units themselves are in wonderful shape. What this company is allowing its technicians to do is fraud. The company itself is permitting fraud and therefore is an active participant of fraud. I was shown fraudulent pictures, I was blatantly lied to, and he attempted to manipulated my family with a false scare tactic. This is unacceptable.

  

  Business response

  02/28/2024

  Good Afternoon, 

  I am very sorry to hear of the troubles that youve had with getting good service for your home and family. Its a terrible thing when the industry gets a black eye from a specific or certain individuals.

  I do hope you get resolution, and the company takes this complaint seriously. The business that you have made the review on is RS Andrews in *******, we are not affiliated with any companies in ********. 
  

  I think you can work with the BBB to find and review the correct company. 
  

  *************************;

  ************ 

*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. ↩