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A BBB Accredited Business since
BBB has determined that Andrews Mechanical, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Andrews Mechanical, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Department of Revenue Washington State
Department of Revenue ( Public Records Division), PO Box 47478, Olympia WA 98504-7477
Phone Number: 800-647-7706
Washington Secretary of State, Corporations Divison
801 Capitol Way South, P.O. Box 40234, Olympia WA 98504-0234
Phone Number: 360-753-7115
Fax Number: 360-664-8781
Washington State Department of Labor & Industries
7273 Linderson Way SW , Olympia WA 98501
Phone Number: 800-647-0982
Type of Entity
Business ManagementMr. Larry Andrews, President/ Owner Ms. Louise Andrews, Owner
Heating & Air Conditioning Induction Heating Equipment Air Conditioning Repair Air Conditioning Systems - Cleaning Heating Equipment & Systems Cleaning & Repair Air Conditioning Supplies & Parts Boilers - New & Used Electric Heating Elements Furnaces - Industrial Heating Equipment Refrigeration Equipment - Commercial - Sales & Service Furnace Sales & Service Geothermal Heating & Cooling Air conditioning & Heating Contractors - Residential Air conditioning & Heating Contractors - Commercial Hydronic Heating Boilers - Sales & Service Air Conditioning Contractors & Systems Heating Contractors Plumbers
2727 N Madelia St Ste 8
Spokane, WA 99207 Directions
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Additional Phone Numbers
- (509) 435-7830(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: We called Anrews Mechanical to indicate that our AC needed Freon. We were told it wold be $93 per hour from the minute the service man left the office to the minute he got back. He got here and spent 45 minutes checking the furnace and then told us we needed freon. That is what we told him to begin with so we have now wasted $70. He then spent about a hour fiddling with his freon to try and get it out of the bottle. He first asked for power so that he could thaw it, and then after this did not work he asked for hot water to put in a bucket to thaw it. Now we are at $163 of wasted time. I cannot believe anyopne would try to pass on the cost of not having functioning equipment for the service call onto the customer!The AC does not work still. Our bill came to $266.64 for a service that rendered us right where we were to begin with. If we call the company back I am scared that we will get the same service, and with no guarantee for the service we could keep spending money and keep being dissatisfied. I will not use a company that does not quarantee their work!
Desired Settlement: I am willing to pay the bill minus the wasted time. I figure one hour of work and the cost of the freon plus tax. This comes to $116. Please realize that I am willing to pay even though I do not have a properly functioning AC. I figure that is reasonable since some time was spent at my house. Just not successful time. I have sinced scheduled an appointment with another company that does quarantee their work!
Our Customers are notified of our rates when they call in for our services, when we arrive at their door (before we start work) and when we are done. This is all stated on our Work Orders which are signed by our customers. If we find a major problem that will cost the customer much more than expected, we inform them and get their approval before we continue working. As Mrs. Dennis stated in her complaint, she was told our rates are $93.00 per hour from shop to shop plus parts and plus tax. It took 25 minutes to drive to her home from our shop and 20 minutes back to our shop. Our technician was at her residence for 1 hour and 45 minutes. When our technician arrived, he was told by the customer that their air conditioner just needs some Freon. Our company does not do work based solely on what the customer thinks is wrong with their equipment. We examine the whole system for proper diagnosis. This was explained to the customer. Our technician first checked the air filter and blower for cleanliness. The ductwork was opened to inspect the indoor coil for cleanliness. If any of those were dirty, the system would not operate correctly and a proper, professional, diagnosis would not be possible. Air conditioning needs proper air flow to properly measure refrigerant and refrigerant temperature. If there’s anything in the system that is dirty, it could mislead the technician into other problems which could cost the customer more money than was necessary. The initial 45 minutes checking the system for cleanliness is not wasted time on a system we have never serviced, but is insurance that up to that point, the entire A/C system was in proper working order. Then an accurate diagnosis of the problem is possible. As for not having functioning equipment, that is incorrect. Refrigerants react to temperatures to create pressure. We use heat to raise the refrigerant bottle temperature to raise the pressure higher than the system pressure to force refrigerant into the system to get a proper charge. Our bottle was almost at the same pressure, so our technician first used an electric band which helped but was taking longer than he would like so he asked the owner if he could use hot water in a bucket to put the refrigerant bottle in, to speed up the process. This was done to speed up the charge time and save the customer money instead of letting the refrigerant seep in at a slow rate. Our technician checked for leaks and found one at the outside service valve and at the connection at the indoor coil and fixed them both. At that time he couldn’t detect any other leaks. The customer’s system was working when our technician was done and the customers even mentioned that it was nice and cool in their house. We do guarantee our work but we were never contacted that their system was still not working after our technician left so we can only assume their system is still working properly. We feel we have billed this customer fairly.
Better Business Bureau:
Here are the facts as I see them today:
1. Both the response and the work order indicates that the technician checked the blower for cleanliness. The blower today ( 3 weeks later) was covered in dust and dead bugs. I find it very suspect that it was checked.
2. The work order indicates that the liquid connection to the furnace was tightened. This would have been impossible. We have a 4 shelve green house with lights set up blocking access to this connection. This entire shevling unit would have had to be removed from the furnace room in order for this fitting to be tightened. There was no requst made to move the unit, so how was this connection tightened?
3. Today there is no refrigerant in the system. Since the technician checked for leaks, it does not appear he did a very through job. Did he check for leaks properly?
4. On the work order he indicates that he checked the low pressure saftey valve. As I understand this, if the unit is out of refrigerant, the system will turn off if this valve is working properly. Today, there was no (zero) refrigerant, the lines did not have condensation on them and cold air was blowing from the top of the unit that should have been hot air. I am now concerned that we have ruined our air conditioner by running it for the last three weeks when the safety that was supposedly checked should have turned it off.
It appears that the only cooling that has been happening in our house is the pulling of the cool air from the basement. That might have been what we were experiencing that day for all I know or it could have been cooling from the refrigerant that was fast leaking out. I originally was willing to pay over half the bill because I felt that a good faith effort had been made to provide service to me. Now based on statements made by Andrews Electric that differ from validation today, I am disputing the entire bill. I prefer to invest my money into fixing my air conditioner.
Response to #1: Our technician did not clean the blower area; he checked for cleanliness and found the blower area was clean enough for proper air flow to happen. Our technician did a minimal check to make sure the blower had the proper air flow. If our technician would have taken the time to clean the blower area, it would have cost the customer even more than what was charged. Response to #2: Our technician did not need to move the shelving unit to tighten the liquid connection. It wasn’t easy, but he was able to wiggle in enough with a couple of wrenches to tighten the nut. Response to #3: The two leaks that were found were fixed and no other leaks were found at that time. The only way to check further would be to remove all of the refrigerant and pressure check the system. This could mean tearing the whole system down and checking piece by piece before we could fix any other possible leaks that may not exist. We don’t do this on the first trip to a customer’s home because of the time and cost it would take to do this. Most of the time, when we find one or two leaks that is the problem, it doesn’t warrant pulling the whole system down and pressure check for more leaks that may not even be there. When a pressure check is needed, the system first needs to be pressure tested, then repairs done to fix the leak, then re-pressurized the system until it holds pressure, then has to be pulled down to deep vacuum to remove all of the contaminates and then re-charged. Normally, simple leaks do not require this much work and we do not like to charge our customers any more than we have to when it’s not needed. Response to #4: It’s possible the safety pressure switch did break after we were there, but it worked when we were there because the system wouldn’t work when it was low on refrigerant. We have attached our #2 checklist, which the customer has the yellow copy. If you look at where it says “SA DB TEMP / ? T”. It was at 17° ? T (delta tee) across the indoor coil, so it was cooling. And if you look at “LIQ LINE PRES”, it had a pressure of 325psi and (just above on the checklist) 145psi on the suction side out the compressor and 13° sub-cooling and the compressor was working. If the unit was pulling the cool air from the basement, it wouldn’t have had a reading of 17° ? T (delta tee) across the indoor coil. From what I can tell, they most likely have another leak in their system that needs to be addressed which would take more time and more labor which they would be charged. It is possible to take all day on some leaks to find and fix them, sometimes even longer depending on where the leak is. In Summary: 1) We found their system to have proper air flow which is the first thing required in charging a unit. 2) We found two leaks and fixed them. 3) We don’t own the equipment, the customers do and it is their problem that we are trying to fix. 4) We didn’t install the equipment. 5) We did the reasonable job when finding the two leaks and fixing them. We did not find any other leaks and the system appeared to be OK. 6) I can’t help that the owner didn’t call us back when there was another problem. 7) We do warranty our work but, in this case, the only thing we installed was 2lbs of R410 Refrigerant. 8) If there is another leak, we would charge the owner to find such leak and fix it. 9) If the owner would have called us to let us know they were having additional problems, we would not have charged for the additional travel time to and from the job to find other leaks and we would have credited them for the 2lbs of refrigerant we put in. 10) We do good, cost effective work. 11) Wouldn’t you think that the owner would at least call or email us to let us know they were still having problems and to find out what we warranty?
Problems with Product/Service
Read Complaint Details
Complaint: We had moved in to our house and then on 06/09/2004 contracted Andrews Mechanical to install an 80% efficient furnace and central air conditioner unit in our home. On approximately January 22, 2013, our furnace started to have problems turning on. I had done everything I knew how to do as far as simple maintenance. We called Andrews Mechanical to come out to see if they could fix it. I took half a day off work to let the repair man in only to find out that by the time he got here the furnace was functioning so **** (the repair man) asked me if I still wanted him to take a look so knowing that they charge $93 per hour I reluctantly agreed. **** took a look and told me a few things I didnt know about what kind of furnace filter I should be using and also that the furnace had a small viewing window that you could see three little lights and that while viewing these lights if there was something wrong with the furnace the lights would blink in a certain pattern and thereby you could look in the back of the owners manual to find out what the code was to know what was wrong with the furnace. I thanked him and sent him on his way after .75 hours of work thinking our furnace was going to function after he had made some minor adjustments. Well later that night on January 23, we got a phone call from my wifes mother saying that my wifes father had died so the very next morning my wife had to go to Lewiston, ID to help her mother with the arrangements. So again, after I got off work on the 24th of January, the furnace did not want to start so we called Andrews Mechanical again being the people who sold and installed our furnace I believed they would be the best people to accurately diagnose our problem. I was told that **** was sick and that he couldnt come out and that **** would be our serviceman this time. Again I took another half day off on the January 25th to let **** in to repair the furnace and again by the time **** got there the furnace was working so I asked **** to give the furnace a thorough going over and after him taking a look his diagnosis is that the control board is the problem. How he came to this conclusion I have very little idea because he did not check the board or any other component with any sort of diagnostic tool, but since the furnace at that time was working I told him I would talk with my wife over the weekend and we would get back to him.I was scheduled to go to Lewiston on Sunday, January 27 to be with my wife and her family. On Saturday (January 26, the furnace was working so I went to Lewiston on Sunday morning. Well by the time we returned late Monday evening (January 28), the furnace would not start at all. So as soon as Andrews opened Tuesday, January 29, I called and they said they had to order a control board from back east and that if we wanted to we could have the part one-day air shipped if we paid for it, well not wanting to be in the cold for four or five days, we said yes. The cost of the shipping would be about $25 or so.This whole time the furnace keeps trying to turn on with no success, but just after the phone call to Andrews about the ordering the control board I went down to look at the furnace and through the little window I see the three lights one of them is blinking twice so I look up in the booklet to see the code says its low pressure. I called **** right back wanting to give him all the information I could so he could make the proper assessment of the situation and he assures me that it is a control board at a cost of $200.00. So the next day, Wednesday, January 30, we get a call and my wife has to leave work early to let **** in so he can install the control board. My wife was told she had to sign a waiver for **** to install the part that once the part was in no matter what we had to pay for it. Well when I get home from work about 3:30 pm, **** had the control board installed and the furnace was doing the same thing as it did with the old control board. **** spent four hours at our home that day and when he left at a little after 6:00 pm, the furnace was still not working. **** called the next day (Thursday, January 31), and again my wife had to leave her work to let **** in and after two more hours and now a PRESSURE SWITCH replaced for $63, the furnace seemed to be running as it should.**** talked to my wife and it seemed he felt bad that the control board did not solve the problem and that it was the pressure switch and that he hoped their company could work out something.My wife asked them to call us before sending the bill since we didnt want to get blindsided by the bill. They did say that they did not charge us for the driving time, but other than that, no other discount was given. We were charged for the control board that we did not need and for the pressure switch assembly which we did need. The pressure switch assembly only took about 2 hours to put in and that is what we felt they should have done in the first place so the bill should have only been about $300 total. The first bill is for $75.82; the second bill is for $50.55; and the third bill is for $851.08 which totals almost $1,000. It was extra stressful with it being winter, cold outside, and my wifes father passing away. Andrews Mechanical diagnostic capabilities seem to be extremely flawed for the prices they charge and I believe we were overcharged in labor by about $500. And both my wife and myself lost time at work as we had to leave work early several times and meet the repairman. Please look into our situation and see if you can help get our bill reduced to a more reasonable cost. We dont want this to happen to someone else. We feel that since the furnace light indicated the pressure switch was bad, that is where they should have started and replaced that. Then if that didnt work, they could have done further trouble shooting.
Desired Settlement: I believe that since this bill is mostly labor that should not have occurred this total bill of $977.45 should be around $500.00