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Consumer Complaints

BBB Accredited Business since 03/16/2009

Anderson Air, LLC

Phone: (850) 346-0979

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues1
Advertising / Sales Issues0
Billing / Collection Issues0
Problems with Product / Service0
Delivery Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
05/15/2015Problems with Product / Service | Read Complaint Details
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Complaint
Ineffective Bryant heat pump installed. Energy bills went UP, unit is not able to keep temperature. ******** Air not able to fix the issue.
******** Air replaced my 25-yr old 2 ton heat pump with a brand new 16 SEER near top-of-the-line 2.5 ton Bryant heat pump with a variable speed fan and new programmable thermostat in April, 2014. My old unit was so in-efficient that it qualified for the full Gulf Power Check-Me rebate.

Since the unit was replaced, the new unit is NOT able to keep up under hot or cold days, the system runs longer than the old unit, and my energy bills have gone UP!!!

I first contacted Anderson Air shortly after my second month's energy bill. They came out and found a problem and replaced a part (on the BRAND new Bryant unit). I did NOT notice a change in energy usage, and notified them shortly after that the system was still not operating properly.

I went through the summer of 2014 with the highest energy bills we've ever had and no resolution from Anderson Air. With the programmable thermostat, I have the temperature set at 76 during the day, and scheduled to come down to 75 of an evening, when we return home. Most days, the system does not reach 75 until 10 or 11 PM at night (scheduled to start at 6:30) with the unit running the ENTIRE TIME. The unit is also unable to keep a constant temperature if we have people over in the house, even when I pre-set the temperature down as low as I can beforehand (knowing it won't be able to keep up, I set it to 72 in advance, but it never gets that low, and the temperature goes UP to 79 with everyone over).

During the winter of 2014-2015 we noticed the heat worked just as badly. The auxiliary / emergency heat would come on when the temperature was only 40 deg. or so outside. This was not a one-time thing when the unit would first come on the aux heat comes on constantly, and stays on for a while. This resulted in a VERY large bill for the winter months as the aux heat strips are extremely expensive to operate. When I asked **** about this, he said he couldn't comment on the usage of the unit and what is considered "normal operation" for the unit I purchased from him.

******** Air sent several technicians over to look at the unit a few times and they were never able to find anything (other than the first time). They performed some tests recommended by Bryant and left.

There were no real solutions offered at all by Anderson Air. The only thing **** offered was to run tests authorized by Bryant and have technicians come out and "look" at the system. They never tried to actually FIX the problem, and never offered me any type of ACTUAL RESOLUTION to the problem. Their entire "resolution" process was a huge waste of both of our time since they were only interested in trying to prove themselves right, prove I was crazy, and move on to the next customer.

Throughout the process, I was extremely patient with ****, giving him over a year to come up with some sort of solution, but he never offered anything to correct the problem (aside from having more people come over and "look" at the system).

I am not sure if the unit they installed was too small, there was a problem with the installation (looks like they did a good job to my un-trained eye), or the Bryant unit was not as good as advertised. ******** Air was never able to answer why this unit used MORE power than the one that was built in the 80's it replaced, why the emergency heat constantly came on, why the unit was not able to keep up, etc. These questions were never answered and I get the feeling ******** Air doesn't care they are only interested in proving they did the install correctly.

In the end, I learned that ******** Air does not stand behind what they install. If you're not happy with the performance of your new unit, too bad, you're stuck with it for the next 10-15 years!!! I have never filed a complaint of any kind before, but I felt compelled to do so in this case. If you choose to use ******** Air, please be aware of what you're getting into beforehand. If you're not satisfied, you'll just have to live with it!!!

Desired Settlement
Repair or replacement unit that is at least as cost effective and comfortable as the original 25-year old unit that it replaced.

Business Response
We have been in contact with Mr. ******. We have ran multiple test on his system per Bryant and all test show that the unit is working properly. I have offered to have other Factory Authorized dealers of his choice go and look at the unit and give a second opinion at my cost. He has declined. the unit was installed as part of Gulf powers energy rebate program. The old unit was tested before removal and the new unit tested after installation and I have test data to show it uses less energy than the old unit. I believe the increase energy use is from a increase in Mr. ****** family size and a removal of his energy recovery unit. I have tried to work things out and have even gotten the factory involved. The Bryant Factory response was that the unit was working correctly and no repairs were needed. I am not sure what else to do for Mr ******. I have tried to help him with any reasonable request. We don't feel changing out a properly operating a/c system in reasonable. Thank you **** ******** XXX-XXX-XXXX

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I declined an additional tech to come out and "look at" the system because it has been over a YEAR I have been dealing with this, multiple visits, and multiple tests. After over a year of this, I feel I have more than FULLY complied with ****'s requests to run it through his process, and would like the issue to actually be fixed, not looked at yet AGAIN. I have been very patient with ****, often going months at a time without contacting him, just waiting for a response. He has never pro-actively contacted me, or gotten back with me to see if the issue has been resolved, I have to email him months later just to get an update from him. Meanwhile, I am paying the higher bills and dealing with the constant run times. After a full year, my patience has run out, and I'm filing this complaint.

There has been NO increase in family size, and nothing that would account for the increase in usage other than the work **** has performed. I have explained to him in detail my experiences with this unit and its excessive run times. He simply does not want to believe any of this is happening. This is the 2nd house I've owned and the 2nd AC unit I've replaced. I've never had a problem before, and I've never had a WORSE experience with ANY product I've ever purchased. I have sent the power bills to Mr. Anderson. All his tests were performed on 75 deg days.

Neither Anderson Air nor Bryant has answered any of the questions:

- Why can the unit not hold a constant temperature on hot days?
- Why does the expensive emergency / auxiliary heat continuously come on in 40 deg weather?
- Why has my daily KW usage gone UP after installing this unit?
- Why does it usually take 3-4 hours to drop 1 degree of an evening?

These questions have gone un-answered and my problem un-resolved. As you can see from this complaint and Anderson Air's response, the bottom line is that if you're not happy with their product, but they feel they have installed it correctly, you'll have to live with a $5,000 mistake for the next 10-15 years because they do NOT stand behind their product, and are not interested in customer satisfaction, but only in trying to prove they didn't do anything wrong.

Final Business Response
This matter between Mr. ****** and Anderson Air has been resolved. Anderson Air is a Bryant factory authorized dealer and has extended its 100% satisfaction guarantee to Mr. ******. We at Anderson Air tried everything we could to make the ****** family happy, we were just unable to do so. WE have agree to remove the unit and 100% refund Mr. Zabciks money.

Final Consumer Response
**** has offered to completely remove the unit and give me a 100% refund. Please close this incident, the complaint is no longer valid. Thank you.

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Air Conditioning Contractors & Systems, Air Conditioning Repair

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