Complaints

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Nov 29, 2023, one of the water heaters was leaking. I called RS Andrews, and they sent a rep out at approximately 1:15pm, The rep recommended that I replace both units and since they were the same age I agreed. He gave me an estimate of $7135. I thought that was high and asked for an invoice or something in writing that I could use to check prices on-line. I was told that would be provided at the completion of the job. Since one of the units was clearly leaking, I made the decision to proceed to prevent flooding of my basement. At completion, I paid the $7135 via check. I called RS Andrews on Nov 30 at 8:32am, having been disconnected at 8:23am. I asked to speak to ***************************. He is listed as General Manager and Customer Contact on the ******************** listing. I was told he was not available, and my request would be sent to a Plumbing Supervisor. I expressed my disappointment that ******************** or someone in management was not available to speak to me. Having received an invoice at about 6:30pm, I did indeed check prices and believe that RS Andrews overcharged me for installing two Rheem 40-gallon hot water tanks. I have used RS Andrews in the past, and as a returning customer, I expected to be treated as a valuable customer. I believe the price I paid was excessive. I would like an adjustment and a refund. Not having heard from anyone within a reasonable time, I am sending this complaint via BBB in hopes of receiving a just resolution.

  

  Business response

  11/30/2023

  Our Plumbing manager called ************** and we have resolved the matter at hand.  This problem arrived on our end that when multiple water heaters are purchased it adds a discount to the invoice automatically and our tech did not catch the mistake.  This did not auto populate on our technicians tablet and the full price was given to the customer.  We have corrected this issue on our side from an IT point of view and we are refunding ************** $951 for the discount that she was supposed to receive.  I apologize for the inconvenience to ************** and a refund check will be sent out.  Thank you.

  Customer response

  12/01/2023

   
  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

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to the business before contacting BBB and they have failed to respond on their end! Now have taken out 2 monthly payments after requesting the last monthly payment be returned and cancel my services!! A rep ******** came out to my home and was so called cleaning the a/c or whatever and the. It stopped working. All she did was keep trying to sell me stuff! I have been with RS Andrews over 10 years in 3 different house and even had my mom get you guys as her service provider. After having my a/c stop working the same day while she was here I spoke to a supervisor who then sent someone else out here and they just tried to sell me stuff. My a/c wasn't working still and you thought it was a good idea to send ANOTHER sales guys out here for a brand new unit and need to put in a new return in my room. My a/c unit is a newer large unit and you tried to tell me other wise because what? I'm a single woman with kids desperate to get the air back on in my home? So I called another company to come out for a second opinion and all I needed was 2 gallons of Freon? You should be ashamed of yourself! Whatever Valencia did caused her to drain the Freon or whatever and kept telling me I need another unit! I contacted you immediately after the charge and you said you would give me my money back and cancel the acct!!! **** here it is over a month later and another charge hitting my account! I want my money back NOW!

  

  Business response

  10/30/2023

  Good Morning!

  I am sorry to hear this client is having a hard time with their service provider and I hope they get it resolved soon. This complaint however is not against our company of RS Andrews in *******, the complaint is for a property in ******** and we are not associated with them at all. 

  Please resubmit to the proper company, thank you and have a great day!

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have enjoyed a relationship with this Company that dates back over two years. As both a residential and commercial customer, I have spent over $25,000 with this Company during the last 12 months. On a routine maintenance call to replace a thermostat recently we were told that they "didn't carry thermostats on their trucks" by the technician that we would need to go "buy our own". This is the second time this has happened with the Company. After securing the device and having them come back to install we were told that we had bought the "wrong device" and would need to get another and couldn't be scheduled for replacement for another four to five business days. When the issue was escalated to the Company through **************** we were told that we "should have bought the thermostat from them and it would have been right". After explaining that we were told that the technicial told us they didn't have them on the truck we would need to buy it the **************** agent deflected the call to Management. The Manager (***********************) proceeded to get irate with us as "irrational customers" who clearly didn't buy the right device and became hostile. After going back and forth listening to his berating language, to include profanity towards a female member of my team, as the owner I called to speak to him. I was abruptly told without discussion of the situation that we had been placed on a do not service list that we weren't preferred members on their maintenance plan. I reminded him that I have multiple accounts with them and was on their maintenance plan and asked to speak to his manager **************** got flustered and hung up on me. He has since escalated it as requested to his manager but I can honestly say that this absolutely pathetic attempt at customer service combined with a hostile and unprofessional response is beyond even the most basic human decency and professionalism. I am requesting recordings of the calls with the Company to substantiate these claims.

  

  Business response

  05/26/2023

  I have talked with the customer and we have worked this out and resolved this issue.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired RS Andrews to resolved a heating problem, for which they installed a ******** Furnace. The furnace kept blowing its fuse, to which they responded in a reasonable fashion. They claimed that the problem was the ground wire, which they would replace for over $700 consisting of about 30 feet of accessible single wire. As the fuse continued to blow, I went to get replacement fuses and was recommended an ************** company who came and identified the problem as a bad mother board and replaced it under warranty.RS Andrews was grossly ignorant and incompetent with regard to heat pumps, simply recommending that we not use it. They eventually claimed to get it working, actually resulting in both furnace and heat pump acting concurrently which creates a fire hazard should a level of protection fail.RS Andrews also disconnected at adjunct system that provided heat and cooling to the basement WITHOUT letting us know!It was impossible to contact RS Andrews to do the spring checkup, requiring me to contact the owner to get any action so the checkup was finally done in June or July (not exactly spring). I did get an appointment for fall but we received around 10 notices that we had to make our fall appointment?RS Andrews showed up for the fall checkup and left the heating system non-functional when they left just in time for first cold snap this fall.RS Andrews then has the unmitigated gall to send us a bill for the next years "service"! We will not allow any RS Andrews person into our home ever again.

  

  Business response

  11/15/2022

      - The clients claim of replaced mother board can only be in the outdoor heat pump (defrost control board) as the furnace board would not cause this short.  ************** did find that the low voltage control wire coming off the inside unit was white and then the other end of that wire that connected to the outside unit was brown.  Being two different colors there had to be a splice somewhere in that run.  We offered to rerun this wire, but the customer stated he would run it himself.   
  
      - **************** went through our webform on March 18, *************************************************************************************************************************************** May 2022.  Spring maintenances, as well as fall maintenances, fill up very quickly starting in January and ***** as requested was not available, but we were able to meet his alternate request of May and performed the spring maintenance on May 10, 2022 and not June or July as claimed.  
  
      -Fall Maintenance was completed on attic and basement units on Oct. 18, 2022.  Per **************, both systems were working properly upon ************** leaving and all diagnostics reading properly.
  
      - We have already refunded $289 for his maintenance renewal before this complaint was filed.  There is no other refund owed to the customer at this time.

  Customer response

  11/18/2022

   
  Complaint: 18375038
  
  I am rejecting this response because:

  The statements made by the RS Andrews were simply false.

  The York furnace has a mother board where the problem was found; if necessary I can provide access to our ************** company to verify this.

  No problem was found on the low voltage line, and none has recurred.  Granted, this may be because RS Andrews does not understand the York furnace and mother board which was the actual culprit.

  The furnace was not functioning when their fall technician left, not once, not for a second.  Again, we can provide access to our ************** company to verify this.

  The rejection is simply to refuse outright ignorance and lies by RS Andrews.  Otherwise, we are happy to done with them and they remain unwelcome in our home.
  
  Sincerely,
  
  ***************************

  

  Business response

  11/30/2022

  We diagnosed everything correctly.  The customer was already refunded for the maintenance.

  Customer response

  12/03/2022

  RS Andrews is simply rejecting reality, which neither BBB nor I can resolve; and I see no point in wasting our time with apparently dishonest or delusional people.

  I got my money back, although nothing for our inconvenience and possibly penalty for their stupid lies.  THEREFORE, let it go.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called them mid-week on or about 21 Sep 22. They sent plumber on Friday , 3 PM. Put a replacement Flush Valve in a toilet, and a nozzle strainer on my kitchen sink faucet. Toilet rocks, Sink sprays water everywhere now. Charge me $ ****** for that. Tracked c*** through my house. Told me to replace my sink faucet. Don't ever call this bunch-they rip you off. When I called them, they said a "Mr. ************************** our head plumber will call you back to resolve this to your satisfaction"...I would rather them sell me the ***********************- Scammers- every one of this crew. Never got Any Calls from this sorry outfit. Complete and total Rip Off Artists.

  

  Business response

  09/09/2022

  When we arrived at the clients house, we assessed the toilet, determined that the toilet would need a new valve, we did not notice the commode rocking at the time or we would have brought that to the owners attention.  When we looked at the faucet, we took the screen out to make sure that it was not clogged, once removed it was determined the screen was not clogged and the brass faucet body by the screen was cracked causing the water to drip and spray when in use.  There is no fix for this as we recommended replacing the faucet.  ************************* the plumbing manager did call the number provided and left a message to call back, ****** left his direct contact information.  As a company who has been in business since **** and offers warranties on everything we do, we understand the importance of communication to the clients we serve.  We provide options and upfront pricing before we start any work.  

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an ** does not work, as it is within manufacture parts warranty, I have to use ******* controls distributor or company to repair it, and they gave me RS Andrews phone number. On 5/26/22, RS Andrews charged $99 to check the ** and told me the parts is within warranty and labor cost is $1612. On 6/8/22, they replaced the condenser coil and I paid. The labor warranty is 1 year. Then the ** kept having problems, and never been fixed properly. We called twice in June and July, on 07/22/22, *************** told me the evaporator coil does not work and ask me to pay another $1600 labor fee to repair it. They did not find the whole problem the first time and repair it correctly. If they told me it needs $3200 to repair an **, I definitely wont repair it and but a new one as if I use my ** company not ****** controls distributor or company, they ask me to replace the ** with $4000. RS Andrews need to be responsible for what they did for checking and repair, and should not charge me the 2nd time. They should repair my ** for free the now. Please help to handle this issue. I would appreciate your help and be looking forward to the result!

  

  Business response

  07/28/2022

  *******************
  2481 *****************************
  ******* ** 30228
  

  Work history for the service address above.
  
  5/26/2022: ************* history at this residence. We responded to a no cool service demand on (2) systems. During diagnosis the service tech found the system located in the basement to have a failed blower motor in the furnace, tech found the system located in the attic to have no refrigerant in the system. The upstairs/attic system had a blown-out condenser coil (outdoor coil) that leaked nitrogen as fast as it could be put in. The technician called the manufacture and verified the equipment had a parts warranty only still in effect and quoted repair costs for both systems. Equipment manufactured in 2013 with a ten-year parts warranty. Technician received clients approval and ordered OEM parts from the manufacture.
  Client needed to pay for labor, processing, and installation materials.
  Coil replacement $3,947
  Warranty Credit: (-$2,335)
  Clients responsibility due to RS Andrews $1,612
  Blower Motor Replacement $1,048
  Warranty Credit: (-$718)
  Clients responsibility due to RS Andrews $330
  Clients total repair charges: $1,942 on day of repair.
  

  Charged $99 service fee for diagnostics.
  
  6/08/2022: Return visit to installed repair parts. Technician installed the new blower motor for the basement system and verified operations.The technician installed the new condenser coil for the attic system, made all welds, pulled system into 324 micron vacuum, recharged system with virgin 410a refrigerant. Tested operations and passed.
  Charged client $1,942 in warranty repairs
  
  6/30/2022: Return visit for a no cool demand. Tech return to the home for a no cool demand on the attic system, found the 115v breaker tripped for the furnace. Technician reset the breaker and cycled the system. System was cooling and found no reason for the tripped breaker. System checked out operationally.
  

  No charge to the client.
  
  7/21/2022: Return visit for a no cool demand. Technician arrived to diagnose the attic system again. During diagnostics, technician found the system low on refrigerant again, he performed another leak search on the system and found the indoor evaporator coil had now developed leaks and needed to be replaced. During diagnostics, he also discovered the furnace door switch had water damage to it from wear over time and suspects that was the reason for the break to have tripped. Evaporator coil and switch will need to be replaced; system has a manufacture part warranty.
  Coil replacement $2,943
  Warranty Credit: (-$1,343)
  Clients responsibility due to RS Andrews $1,600

  Did not charge client

  
  7/22/2022: The client called into the office wanting an explanation of the charges and the repairs. I explained to the client that the entire system was the same age and once parts start failing, they will continue to do so. I explained that we could not replace the evaporator coil when we replaced the condenser coil because it had not failed at that time and the manufacture will not warranty a part that has not failed. When we performed the condenser coil replacement, we could not have pulled the refrigerant system down to 324 microns if the evaporator coil was failed at that time, HVAC equipment tends to start leaking between the 8th and the 10th year, this is a normal failure for HVAC equipment and a service provider cannot prevent this.
  I let the client know that I understand her frustrations,but we will have to charge her to replace the evaporator coil as the warranty is parts only with the manufacture. I let the client know that the repairs can be made by any licensed service provider that can process a warranty and is not forced to use us. She demanded we replace the coil for free.
  

  We offered a discounted rate for her frustrations at a replacement cost of $986 for the coil and the furnace door switch.
  Client said she would think about it and call us back. 

  Customer response

  08/07/2022

   
  Complaint: 17630623
  
  I am rejecting this response because:

  1. I never accept his offer of $1000 as it is not fair. I told him I am going to issue a complaint.

  2. *************** said that there was a breaker in the furnace that make the ** did not work. Did they keep any proof for this?

  3. When the RS technician checked the ** and told me that the evaporator does not work, I asked them to show me the picture how the evaporator coil is damaged.  Please see the attached picture that *************** offered on 7/21/22. First, we can see there is rust that are not new. Can they say it is a new issue? 2nd, the damaged part is only a rubber pipe that linked to the evaporator coil. The evaporator coils should be steel. How can they say the evaporator coil is leaking with this picture? How much to replace or fix the rubber pipe? 

  4. They did not find the true issue the 1st time and may not find the true issue as now. They should be responsible to find the whole problem and not say this does not work today and that does not work tomorrow.

  From above reason, I cannot accept the solution that they ask me to pay $1000 labor fee to replace the evaporator coil, and please business bureau to do further investigation.
  

  Sincerely,
  

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

  

  Business response

  08/09/2022

  Response outlined as received

  
  1. The offer was given to replace the indoor coil and failed door switch for $986. The client can choose to use a different vender as we are not manufactures and the machines warranties are not with us, a service provider.
  
  2. There is no breaker in the furnace, the failed door switch in the furnace caused the furnace breaker in the main homes electrical panel to trip. The attached picture, 17.50.25.jpg is the evidence of the failure from time and water damage.
  
  
  3. The only pictures we would have of the coil will be the model and serial number of the equipment as we cannot take a picture of the leak itself, it will be located within the coil, this leak can be confirmed and proven with a second opinion by another contractor. The coil is made from copper and not steal and starts to rust the moment the equipment is installed and run as the coil sits in water all summer long as its being used and condensation forms on the metal from the humidity in the home, this condensation runs off the coils and down the drain line. The replacement coil will usually be aluminum, depending on what the manufacture provides. There is no rubber piece that needs to be replaced to fix the coil, the failure is not repairable.
  
  4. During the first visit diagnostics on 5/26/22, the evaporator coil had not failed at the time and we could not have replaced it under warranty as the manufacture will not warranty a ***** part, it must be failed from leaks and loosing refrigerant that the manufacture can confirm when the coil is sent back. The coil was found leaking on 7/21/22 and a quote was given to replace the coil and a further discounted offer was given on 7/22/22 for $986

  
  As a service provider, we did not build the equipment or cause it to rust out and fail over 9 years. We do not hold the manufactures part warranties. We have made the effort to offer repairs at cost and cannot perform the work at no charge, the client is not required to use our services for the repair. 

  Customer response

  08/15/2022

   
  Complaint: 17630623
  
  I am rejecting this response because:

  1. *************** did not show proof of damage fort the item that said and gave something else. Can a doctor ask a patient to remove his leg and only show one of his toes has a little problem? Can they just use the serial number to show problem? They just try to avoid offering any proof and they can say whatever they want.  
  2. Of

  course if there is any leak, they can take picture to show the bubble of the leaking area is. But they did not. They never found the true problem. 

  3. If they told me the ** has condenser issue and evaporator issue together the 1st time, or the ** would have other issue very soon. I won't repair it, and will change a new **. They never wholly check the **, just one time here, one time there, and tell you something which may not be true, and keep charging you.

  In conclusion, I cannot accept the solution.

  Sincerely,

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

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday June 29, 2022 ******************* (employeed by RS Andrews) come to my home to give me a quote for a new HVAC system. I was not able to walk with him through my home because my baby was demanding attention. ***** checked out my system outside, in my basement and in the attic. He never asked me any questions about the system or what I was looking for in a new system. He left pretty quickly then sent me an email with a quote for $25,000. Thursday night June 30, 2022 I noticed in my basement ******************* ripped some of my air ducts from the wall. The air duct near my furnace was ripped from the wall and left sitting on top of the hot water tank. I burnt my hand when I tried to remove the air duct that ***** ripped down and left sitting on top of my hot water tank. I noticed other air ducts in my basement that were purposely damaged by ***** as well. I went into my attic to see if I could find any damages ******************* purposely created but I have vertigo when I climb ladders so it was a little difficult to inspect the damages in my attic. Having ******************* purposely damage things in my home to create a larger job with a much larger profit for himself or for this company is a HORRIBLE business practice. I reached out to the company on July 1, **************************************** regarding this matter and I have not received a call back from anyone. I called again on July 8, 2022 and on July 15, 2022 and I have yet to receive a call back from a member of management. When I call I am told by the representative that they have to send an email to the manager and a member of management will reach out to me to further investigate this matter but that has not happened. I am sad that RS Andrews conducts business this way and hurt that ***** came to my home and decided to rip air ducts from the wall to create a more expensive job for this company. I'm afraid that he created more damages that *** not be visible to me or someone who doesn't know much about an HVAC system.

  

  Business response

  07/28/2022

  RS Andrews is and always will be a professional company.  We do not deceive our customers or operate in a dishonest manner.  I spoke with *************** about this matter and explained as such. We have performed no work at this residence and only emailed the client a quote.   For the ducts not being attached,  ***** stated the duct work was already damaged before he arrived and only quoted what was needed to install 2 full systems in the attic and on the main floor, which he then emailed to the client for review.  We have done nothing wrong in this case and there is nothing to rectify at this time.  

*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. ↩