Complaints

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My furnace breaker was getting hot and blowing. I called Anctil and scheduled an appointment. Technician shows up and tells me the coils are putting out to many amps causing the breaker to blow. This didnt seem right to me? He goes on to tell me how my system both furnace and heat pump is old. He says hes pretty sure they dont even make the coils I needed anymore. He informs me I should by a whole new system both heat pump and furnace. Again this also doesnt ring true to me as I explained to him my system worked perfectly before the breaker kept blowing. So at this point theres nothing more he can do to help me unless I wanted to buy whole new system through Anctil. He hands me a $213 bill for his expert advice and after waiting 2 days for him to show up in the cold I still have no heat. I suspected that it could just be a bad breaker so I went online to see how to replace it and learned its actually super easy. I bought new beaker at ********** and put in. Shut power off took 2 screws out and snapped new breaker in. 10 minute job. My furnace is now back to working perfectly. It was simply just an old worn out breaker. ANY COMPETENT heating/AC technician should have suggested replacing breaker before replacing the entire system!!

  Business response

  04/20/2023

  Sorry to hear this. After discussing the situation with my tech, he actually diagnosed it as a bad breaker, he could hear sizzling coming from the panel. after taking a amp draw on the heat strips he noticed the breaker would trip hence why he diagnosed bad breaker. We are not licensed electricians and not allowed to remove panels and change breakers. 

  Customer response

  04/20/2023

   
  Complaint: 19959316
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  04/20/2023

  Yes technician did hear the breaker sizzle as he was packing up.  And still he did not diagnose it as a bad breaker. I WAS THE ONE who asked could this maybe be just a bad breaker? His exact response was maybe.
  He never once said its a bad breaker. His diagnose was high amp draw when heat runs causing the breaker problem. Said it was the coils putting out ************* and he was pretty sure nobody would have this part available because of how old furnace was.
  He definitely was trying to lead me to believe the only solution was to replace furnace and heat pump.
  If it was true and he told me the problem was simply just a bad breaker I would have been relieved not upset. No way would I be making all this fuss.
   
  

  
  

  Customer response

  04/21/2023

  Yes technician did hear the breaker sizzle as he was packing up.  And still he did not diagnose it as a bad breaker. I WAS THE ONE who asked could this maybe be just a bad breaker? His exact response was maybe.
   He never once said its a bad breaker. His diagnose was high amp draw when heat runs causing the breaker problem. Said it was the coils putting out ************* and he was pretty sure nobody would have this part available because of how old furnace was.
   He definitely was try to lead me to believe the only solution was to replace furnace and heat pump.
   If it was true and he told me the problem was simply just a bad breaker I was have been relieved not upset. No way would I be making all this fuss.
  

  Business response

  04/26/2023

  Way to much time spent on such a little thing. We will refund you all except the dispatch fee.

  Customer response

  04/26/2023

   
  Complaint: 19959316
  
  I am rejecting this response because:

   This business refers to this as such a small thing and is completely non apologetic about sending out a technician who grossly mis diagnosed my situation. This suggests that maybe this is just business as usual for these guys. Its not a small thing when your techs cant fix the issue and suggest buying a whole new furnace and heat pump when all it needed was a new $100 breaker and 10 minutes to install.  This grossly negligent diagnosis could have been a disaster for your more naive customers. This behavior is a big thing. You seriously think you deserve the $120 dispatch fee in this situation? Wow what a way to make a living.
     I want the entire $212.50 returned back to my card. 

   

   

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

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/16/22 Anctil Heating arrived. I was told the cost would be $110 for a dispatch fee and if the tech could fix the problem, there would be no further charge.The tech told me my stove would need to be moved and two people would be needed.On 12/22 another tech arrived, and shortly thereafter another arrived. I noticed that no one was coming into the house to move the stove. I went into the garage and saw the 2nd tech just arriving, and asked the first tech if he needed to move the stove. He said something like, "Oh no, this is easy." I asked if he was going to need the 2nd tech, and he said something like, "Nope. Got it done." I'm not completely sure of the verbiage that was used, but the message was clear. The fix was simple and didn't need a second person or for the stove to be moved. He may have been at my house for 15 minutes.I got the bill that charged me for the dispatch person: $110 and for 2.5 QTY (2 1/2 people?) @ $75 = $187.50. The total bill is $297.50.I have called and disputed this charge, and was told that the dispatch person doesn't always know how to fix the problem, therefore, it means sending out other people. I was also told that the tech said something that was untrue, and that they spent far more time than they did. When I was talking to the Anctil person, I wasn't at home and couldn't take notes about what he specifically said.It is not my problem if they use dispatch techs who cannot fix a problem. If they had told me that the dispatch person may not know how to fix the problem, I may have chosen a different company to use. I chose Anctil because they installed my furnace last year. I am disappointed I can no longer trust them.I believe my bill should be $110, not $297.50. I have not yet paid the bill.

  Business response

  02/28/2023

  When the customer initially reached out to us, we explained that it would be a dispatch fee of $110 to get a tech out to their house and any repair is in addition to that dispatch fee. The tech we sent on that initial visit (12/16/22) let us know that it would require two people to make the repair so we rescheduled another visit to get two technicians out. We sent them out on 12/22/22 and it took them 2.5 hours. After completing the repair the lead tech let us know, that his helper was unnecessary to make the repair. We did not charge the customer for the first visit, and we did not charge the customer for the unnecessary helper on the 2nd trip. We only charge one dispatch fee, and 2.5 hours labor for one tech.
  
  ***********************
  Anctil Heating & ****************************************************************************** 97227
  ************ Phone / ************ Fax ** why here...

  Customer response

  03/08/2023

   
  Complaint: 19493214
  
  I am rejecting this response because: I have seen the response from Anctil Heating and Cooling, and it is completely inaccurate. As I said in my original complaint, the tech was here for maybe fifteen minutes. It was a simple fix. Someone isnt being truthful, and I am paying the price.
  
  
  Sincerely,
  
  ***********************

  Business response

  03/28/2023

  The customer believes they should only be charged $110, but that is only our dispatch fee. All repairs (including preparation,parts, and time spent in front of the customer making repairs) is in addition to the dispatch fee. We explain the dispatch charge / repair charge to every customer prior to setting any appointments. Unfortunately at this point it seems to be just a matter of he said / she said. The customer says our tech was there for 15 minutes, but our techs say they were there longer. Our techs report coincides with the times they left their previous call, and arrived at their next. We have already withheld charges for our initial visit, and for the helper on the second visit. 

  Customer response

  03/28/2023

   
  Complaint: 19493214
  
  I am rejecting this response because:

   

  Anctil now says that "it took longer" than 15 minutes, when in fact, they charged me for 2.5 hours. I understand wanting to support your employees, but I would have no problem talking with the two men who were here for about 15 minutes and asking them about their claim of being here for 2.5 hours. The second person wasn't even needed.

   

  A good business would can support their employee behind the scenes, but also give the customer the benefit of the doubt. In not doing so, you are taking the position that it is I who am lying. A claim of them being here 2.5 hours is a blatant fabrication.

   

  I don't anticipate at this point that the charge will be modified, so I will pay it, but will never do business with Anctil again.

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

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