Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/20/24 Anthem Air Conditioning , Heating and Plumbing (Anthem Air *********************** ************************************************************************************************) was picked by the home warranty company to check and fix the **** issue, they stated the unit has to be replaced and my out of pocket cost was slightly over $2700, which we paid.The unit stopped ******* and Anthem stated they provide only one month warranty! and we had to contact the home warranty again, so we hired another **** to check the unit, they found leak and due to bad labor the first time we had to pay almost $1500 to get it fixed, I am reaching out to see how they can cover this cost and to make sure other customers does not fall in this trap

  

  Business Response

  Date: 04/17/2025

  Our contract is with First American Home Warranty (FAHW), not the homeowner, Mr. ***** **** specifies the terms, conditions, and warranty period for all repairs. For this service, we were hired by **** to install a condenser in August 2022. As per our agreement, we provided a 30-day warranty for the repair. Any warranty issues are to be reported directly to ***** who would then issue a work order to us.

  Before the installation, FAHW confirmed with Mr. **** that he would be responsible for $2,700 in non-covered costs. We sent an estimate to FAHW and Mr. ***** which included the non-covered costs and other fees, and it was digitally signed by the homeowner. The estimate also stated that the warranty was through ***** with no Anthem labor warranty.

  After installation, when Mr. **** reported the system was not working in September 2022, we directed him to contact **** as per our agreement. Since we did not receive a follow-up work order from ***** no further action was taken.
  In April 2024, we explained again to Mr. **** and his property manager that the warranty is through ***** not us. We encouraged him to contact **** for warranty concerns, as we can only perform work under their contract.

  We understand that the homeowner may feel we were hired directly by them, but our contract is with ***** We do our best to clarify this distinction, as all warranty issues must go through *****
  Thank you for your understanding.

  Sincerely,
  ******* *******
  Anthem Mechanical
  
  

  Customer Answer

  Date: 04/22/2025

  The new system was installed on Aug 24 not in Aug 2022!

  it was used almost for one month only! and it was not used during the winter, then when it was used for the first time in 2025 it was not *******, and after we hired another company they said due to "bad installation" it caused a leak and the cost of repair was $1200.

   

  Is your team doing bad work quality for home warranty calls as it has only 30 days warranty!

   

  I need that repair cost $1200 covered please.

  ****

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Anthem was recently contracted by AHS to fix a swamp cooling unit. Upon inspecting the unit it was recommended the unit be replaced. I received a call from AHS stating the unit would not be replaced because the technician reported the swamp cooler is ****************** UNDER WATER??? The unit is on the roof of the house in the desert. If it was under water my whole house would have to be submerged. I've tried to call Anthem 3 times to address this matter. I've left messages and NO ONE HAS RETURNED MY CALL.

  

  Business Response

  Date: 06/19/2024

  Good morning *****,I understand your frustration regarding the denial of coverage for your swamp cooler by your home warranty company. Please know that it is not Anthem who decides on coverage approvals or denials. Your home warranty company makes these decisions based on the information provided, including system photos and responses to their inquiries.

  In our responses to their questions, we provided an honest and accurate assessment of your system's condition. This included noting rust, holes in the housing, and calcium and debris buildup. When asked about the causes of these issues, we mentioned the lack of weatherization and deferred maintenance that was apparent.

  It's crucial for us maintain transparency when responding to your home warranty company's queries, as their authorization team conducts thorough investigations into the causes of damage. I recommend discussing with them directly to understand what is covered, what isn't, and how best to maintain your equipment to prevent future coverage issues.

  Thank you for your understanding.

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

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My HVAC installed in June. Was supposed to get senior discount and credit for two parts. Did not receive either. Did not get proof of 10 yr warranty. No one returns phone calls or emails. Business address is just a warehouse with locked gates. No office to walk into. Very shady

  

  Business Response

  Date: 09/19/2023

  We have talked to the daughter of the customer, ********, who has submitted this complaint.  She is stating that the customer should receive a senior discount.  Our attached contract shows that we gave a $500 discount and an additional $1,529 discount as a buy back credit on parts and service that we had previously sold the customer.  All of this is itemized in the agreed contract.  We have answered all questions and concerns at this time.

  Thank you,

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

  Anthem AC

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had Anthem assigned via FAHW for diagnosis of AC problem on 7/2. They came out and diagnosed on 7/5. New compressor was ordered via FAHW and picked up by Anthem on 7/12. I have been calling/texting with Anthem the last week (since 7/13) trying to get an appointment for repair. This evening (7/17) I get called and told the soonest available is 8/1 for the repair (2 weeks from now). It is 100 degrees this week and I have been without AC since 7/2 when the original claim with FAHW was placed.

  

  Business Response

  Date: 07/24/2023

  We are doing our best to get to get to each customer.  We are in a heat wave and are being sent way more work orders by the home warranty companies than we agreed to.  We have informaed the home warranty company that we can not get to their customers as quickly as we would like to and they told us that due to the high volume of calls they are ok with that and are still going to send us the high volume of calls.  This customer was not happy that we do not have the qualified employees to get to them in the time that they want the job completed.  Their are other customers that have the same issue as they have and are much more understanding of the situation.  I responded to the same complaint they left on YELP.

  See below my response to *** on YELP.

  Good afternoon ***, I understand your upset over the timeline and availability we have to install your compressor. We are doing our best to get to each customer as the high temperatures has created an influx of calls and broken systems. We prioritize our calls so that the right technician and installer is assigned for each job. The home warranty supplied compressor will be installed as soon as we get our qualified installers available. We have put you on the emergency list so that we can move your scheduled date up if availability becomes available. You can reach out to your home warranty company to see if another company is available to get to you sooner, but with the heat wave I believe all companies are going to have some back log for installing a home warranty compressor.
  Thank you, **** *******

  Customer Answer

  Date: 07/24/2023

  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. Even though NOTHING was done to remedy the situation on their part. I have made it known via service reviews that other customers should NOT hire this company as they cannot handle a high volume of work.