ComplaintsforAuchinachie Plumbing & Heating

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 15, 2024 I called Auchinache for an appointment to resolve an issue with slow drains at my house. “Technician” arrived that afternoon.. He “quickly” diagnosed the issue. He explained to me all the options for resolving the drain problem. He said that although I could do the least expensive option, $189, that if I wanted to be sure that all drains were clear that I would have to go with the option that was almost $1000. That would involve sulphuric acid drain cleaner down the kitchen sink and two passes with the snake down bathroom drain and replacing leaky pipe, if any. He also said that the sulphuric acid may “reveal” holes covered by buildup in the drains causing a few leaks. It did cause leaks. He replaced one pipe that showed a leak. But he said he would have to come back the next day to reroute a small section of pipe, because instead of replacing the other pipe that “revealed“ more leaks, rerouting was the best, and most expensive, option. Kind of thinking that the sulfuric acid did more harm than good. In addition to that he snaked the bathroom sink several times but that still remained clogged. He stated that he would come back the following day to finish for an additional $1000! At the end of the day I was out $965 and my drain problems were worse than they were before the tech started! The following morning, feeling like “I was being taken for a ride” I cancelled my appointment with Auchinachie and called a different service. The new service dispatched a technician to my house that afternoon and all my drain issues were resolved in a couple of hours at a fraction of the cost. That technician also revealed that the sulfuric acid did not in fact clear the drain! See photo.

  

  Business response

  03/07/2024

  I am in receipt of the complaint filed by ******** ******.  I reviewed the complaint thoroughly with all my employees who were dealing with ********.   The following is what I discovered about his complaint.According to our records, we were called by ******** on February 15, 2024, for multiple drain lines that were blocked.  On that same day, we dispatched a technician (Jon) to address ********’s concerns.When Jon arrived, he assessed the issue and advised ******** on what needed to be completed.  Jon provided ******** options for the repair.  ******** chose the gold drain cleaning option which included a chemical drain cleaning.  Jon explained to ******** that the lines in question are galvanized piping.  Jon explained that there was a good chance the chemical would reveal faults in the piping (pin holes, rot, pipe deterioration).  He also expressed that there is a chance the pipe could be in good condition.  ********* understood and authorized us to proceed with this option.  Jon inserted the chemical in the areas of concern.  Fortunately, the chemical worked, and the lines were cleared.  Unfortunately, in the process of clearing the line, two holes were discovered.  Jon proceeded to provide options for the repair of these two holes.  ******** chose the band aid repair for these two holes.  After this repair was performed, Jon discovered another leak on the galvanized pipe.  Jon explained that he could patch the line in the same way but, there is a risk of more holes in this line.   Jon presented an option to replace the line permanently by replacing the galvanized line with a plastic line.   ******** said he would like to think overnight on which option they would like to do.  Jon thought he was going to go back to ********’s home the next day.  Jon attempted to clear the bathroom drain with the smaller drain cleaning equipment that he had on his truck.  Unfortunately, that failed but he knew he was coming back the next day.  He explained to ******** that he would bring the larger drain cleaning equipment tomorrow when he returns.  Jon spent 4 hours diligently working to solve his problems on his old, crumbling piping.******** called the next day and canceled the continued repairs to his system.  When ******** called, he explained that he was able to get a friend to help him do the work we proposed to him the previous day.  I’m glad that we were able to lay out exactly what needed to be completed for ******** and his friend to complete.    I want to remind ******** that we presented options for him to choose from.  ******** chose from the multiple options we gave him.  We spent four hours working on his decrepit system.  It is unfortunate that he has old piping that is disintegrating due to age.  In conclusion, after thoroughly reviewing all that took place at ********’s home, I feel my employees treated ******** with the utmost professionalism possible.  We arrived on the same day ******** called for service.  We provided a trained, knowledgeable technician, who performed a service that took over 4 hours to perform.  We educated ********* on how to fix the additional problems so ******** and his friend could repair it themselves.  Based on all the facts I just explained, at this time, we will not be offering any kind of refund.  We feel what ******** was charged for the service we provide was fair.  If you have any further comments or concerns, please feel free to reach out to me. Thank you.   Sincerely, Chris H*******Sr. Vice President           

  Customer response

  03/07/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.No pipes were cleared as is plainly visible in the photo originally attached. Just more problems created and what would have been subsequently more money for them. The technician obviously didn’t have the proper “tools” to resolve any problem! Regards, ******** ******

  

  Business response

  03/07/2024

  I am in receipt of ******** ****** response.  Regrettably, I disagree with his response.  Please let me explain why.******** is claiming that the line was not cleared, sadly, he is mistaken.  If we did not have flow in the kitchen line, how would we know the line is leaking?  Once we had the line cleared, we proceeded to test the line by running water through it, proving that it was cleared.  That is when we discovered the pin holes in the line.  The other issue, with the other line, claiming we didn’t have the correct machine.  I would like to remind ********; we were trying to clear that line as a courtesy.  That line needed a smaller drain cleaning machine to clean the line.  I was incorrect on the first letter where I claimed that he needed a larger machine for this task.    Unfortunately, ******** does not mention that we were trying to clear that line at no additional charge.  We explained the complete details to Johnathan, we expressed that we would tackle that line the next day when we returned with the smaller drain cleaning equipment.  ******** knew we were trying to do something nice for him and not charge him.  Ironically, he is now holding this over our heads.  Sadly, ******** is writing half-truths to get a refund.   Based on all the facts I just explained, we continue to stand by the original decision.  We will not be offering any refund at this time.  We continue to feel ******** was charged appropriately for the professional service we provided him.  If you have any further comments or concerns, please feel free to reach out to me. Thank you.   Sincerely, Chris H*******Sr. Vice President                     

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Auchinachie came to our home to service our 1-year-old boiler; we paid $11,600 for the boiler plus $175 per year for warranty inspections and have followed the maintenance by Auchinachie. The service person came in August 2023 and claimed that the boiler was all set and going to run, but they put a camera in it and saw some calcium build-up on the exchange. They suggested a new water softener system to prolong the boiler's life. We followed that suggestion, paid $7300, and had one installed in September 2023. A week after the inspection, there was a chilly night, and we attempted to start the boiler to use up the propane in preparation for the fall and winter. The boiler did not turn on or spark as it should have after being inspected or began to warm the house. At the end of August, the same day we bought the water-softening system, a service person returned to the house for the boiler, claiming it was a transformer that was the problem. On September 11th, the same service person came back to install the transformer, and when he did, the boiler blew the transformer, breaking again. He said he was leaving to make a call and never came back. The next call back was for us to get an electrician here to prove that it wasn't our breaker box, which, again, we did. Forced us to pay $250 to an electrician when there was nothing wrong, just for them to finally order a wiring harness. We gave Auchinachie time, but as it got colder and we have two children and a pregnant woman in the house, my husband called every two weeks with the same response that the wiring harness was on backorder. After 3 months of them telling him no, they did not have the part, I then called on November 28th and got a response that they would call the warehouse and check with the distributor. I reminded them how much we had paid for all of the services and followed their suggestions. The receptionist said she would get back to me, and I have not heard from them since November 28th, 2023.

  

  Business response

  12/12/2023

  *******, we are truly sorry for all the difficulties you've faced with your heating system. I can only imagine how challenging this period has been for you, especially with the cold weather and your family's needs.
  I want to assure you that we take your situation very seriously. Upon reviewing your case, we discovered some faults with your heating system. We promptly contacted our tech support for guidance and followed the recommended procedures to address these issues.
  It's important to note that some of the essential parts needed were unfortunately backordered, which contributed to the delay. However, upon my personal intervention, we expedited the process. I've instructed our team to locate the required parts and arrange for them to be shipped overnight.
  We deeply regret the inconvenience and length of time this has taken. Please know that we are committed to resolving this as quickly as possible and will do everything in our power to ensure your heating system is functioning efficiently again.
  Thank you for your patience and understanding. We are on top of this and will keep you updated every step of the way. Your comfort and satisfaction are our top priorities.

• Initial Complaint

  11/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Nothing has ever been done since the day the water softener was installed, it wasn't properly installed leaked all over no drain installed under the kitchen sink and has leaked in the basement as well. Has caused so much damage and costed me so much money. Jeff or Mike never call me back, I have called multiple times. I want the system removed and out of my house! If anything they owe me money for all damages and the extra work that had to be done to stop it from leaking and the the drain that I had to have installed under the kitchen sink!

  

  Business response

  11/27/2023

  I'm writing to provide details and documentation regarding the water softener system we installed at ** **** ****** in Waverly, NY.Installation Date: April 13, 2022Service Date for Issue: August 1, 2023Details of the Issue: When our service tech arrived on August 1, 2023, to address the reported issue of the water softening system, we discovered a wooden shelving system built against the water system equipment. This shelving blocked access to the filter, which as per our initial guidelines and documentation, should remain unobstructed for the system to function optimally and for routine maintenance.Attachments: We have photos documenting both the initial installation and the subsequent obstruction caused by the shelving system. Additionally, we have the invoice that explicitly indicates the importance of keeping the filter accessible.Resolution: To rectify the issue, the homeowner would have to disassemble parts of the shelving unit to access and replace the plugged filter. After our visit on August 1, 2023, we have not received any communication or calls from the property, indicating the obstruction has been permanently addressed or removed.It's crucial for the longevity and efficient functioning of the water softener system that the equipment remains accessible. We recommend ensuring the shelving or any other obstruction does not block the system in the future. Regular maintenance, including filter changes, is essential for the system to work effectively.Additionally: we would like to inform you that ******** has been in contact with her financial institution regarding this same issue. We had a productive conversation with representatives from the financial institution, during which we presented all relevant documents and pictures, showcasing the system's condition before and after the installation of the shelving unit. The financial institution was provided with a comprehensive overview of the situation, including our guidelines for maintaining accessibility to the water softening system for effective functioning and routine maintenance.We believe this thorough review helped clarify the situation for all parties involved. We remain committed to ensuring the best possible service and support for our customers. Should you need further assistance or have any more concerns, please do not hesitate to reach out to us...

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

     Purchased 5 units, In 1/11/2020 they installed the last one. The unit for living room and kitchen does not heat very well. It ends in these areas I also paid very expensive electric bills. They came over and checked things out 5 or 6 times. Two of the service men agreed it wasn't right, something wasn't right with the unit. I asked for it to be replaced and was told ******* said it was ok. That unit also leaked all over my living room wall and on the other side of the wall into the garage. Did not clean the mess but charged me over $1,300 to fix there bad installation Also one day they had to change all the wiring because they put the wrong wiring in.

  

  Business response

  05/15/2023

  May 15, 2023 Better Business Bureau, Inc. 100 Bryant Woods South Amherst, NY 14228 Re: ******** ****** Dear BBB, I am in receipt of the complaint filed by **** ******.  I reviewed the complaint and discussed it with the personnel from my company who were dealing with ****.  After reviewing all the paperwork regarding this job, please allow me to share with you what I discovered concerning his complaint. ****’s description of what was performed is misleading and inaccurate.  We did not install all of the units as **** would like you to believe.  The only unit we installed was the unit in the Kitchen/living room.  This was installed three years ago in May of 2020.  The company that we purchased installed the other units prior to us purchasing them in March of 2020.    **** claims we charged him $1300 dollars to repair the units.  That is inaccurate also. He was first charged in January of 2022 for $477 dollars to service and clean the kitchen/living room unit that we installed.   The second charge was in July 2022 for $890.00 dollars to service and clean the units that the other company installed.  These units were about two years old when we serviced them.  All pricing was presented to **** before any work commenced.  Only when **** authorized for us to proceed is when we continued with the clean and servicing of these units.  These two numbers total the $1300 dollars **** is referring to.  We never charged him for any repairs.   As of March of 2023, ****’s system has been operating as it should.      We have been to his home multiple times since the last cleaning in July of 2022.  Every time we are there, we confirm that everything is working the way it is designed to.  The return trips started in February of 2023, eight months since the last cleaning in July of 2022.  We have been there four times since February of 2023.  Every time we are there, we confirm that the system is operating correctly.  We even went to the expense of having the manufacture (*******) confirm that the system is working as designed.  Every time we go, the equipment is running and maintaining the designed temperatures for the space it is heating and/or cooling in.  **** is the only one in the household that believes the system is not operating as it should.  In conclusion, we have been extremely patient with ****.  We appreciate ****’s business.  We want him to be happy.  We worked up special pricing at extreme discounts to service and clean on equipment we did not install.  We are doing everything in our powers to show **** we appreciate his business.  Unfortunately, we can’t continue to send technicians at no charge to his home on a system that is working properly.  In the future we will need to charge **** for these visits if they continue.  We continue to stand behind the installation and will be there for **** and his family.  Regrettably, we will not be removing any equipment, nor will we be refunding any money on this fully operating system.    If you have any further comments or concerns, please don’t hesitate to reach out to me.  Thank you for your time. Sincerely, Chris H******* Vice President 

  Customer response

  05/24/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  See attached rejection from the consumer   Regards,   **** ******

  

  Business response

  05/24/2023

  May 24, 2023 Better Business Bureau, Inc. 100 Bryant Woods South Amherst, NY 14228 Re: ******** ****** Dear BBB, I am in receipt of **** ******’s second response.  After reading his response, I find it very interesting that his only concern is to slander us.  We addressed his concern many times, on the last time were there everything was working properly.     His response still does not negate the fact that we have been to his home multiple times to address his concerns.  It also does not disprove that each time we were there, his system was operating as it should.  We even went to the expense of having the manufacturer confirm that the system is working the way it is supposed to.  I will not continue the banter back and forth with ****.  We went above and beyond to work with ****.  We have been to his home multiple times to confirm that the system is operating properly. We performed these multiple trips without charging **** for them.    It is unfortunate that he has to pay for the heat he is using.  Heat bills have sadly risen for everyone in this country, I have no control over that. We will reach out to **** one more time.  We will try to work with him to confirm that everything is operating properly.  If he continues to slander us, I will remove him from our customer list, and he can use another contractor.  I want to help ****, for him to slander us because he believes he is not getting something that he already has is absurd.  Regrettably, other than me reaching out to him one more time, there is nothing further I can do for ****.  Bottom line is, I will not allow him to berate my employees.  We treated **** with the utmost respect and professionalism every time we addressed any of his concerns.   If you have any further comments or concerns, please don’t hesitate to reach out to me.  Thank you for your time. Sincerely, Chris H******* Vice President 

• Initial Complaint

  02/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They were continually calling me for weeks telling me I was due for my annual system check, I finally agreed to get them to stop calling. On 1/31 they sent a tech Naeem out to do the system check. On the night of 2/1 I lost heat in the house, I have children. I woke up to the temp being 54 degrees in my house. I contacted Auchinachie 8am on 2/2 they had the SAME tech come to my house. He proceeded to tell me he did nothing and he was washing his hands of this, I needed a new thermostat and to continuously get heat I needed to turn the limit switch on and power the furnance off and on. At about 3pm on 2/9 my fire alarms were going off detecting CO2. Fire dept/***** came, deemed it unsafe and red tagged my furnance. I had to call in another company on 2/10 ******** who told me I now need a new furnace because of the CO2 levels, cracked secondary heat exchange due to overheating, gas valve is cracked, silanoid valve cracked. I have requested documents of what was done by Auchanie and they will not provide me with these documents as requested.

  

  Business response

  03/02/2023

  I am in receipt of the complaint filed by ********* ******.  I reviewed the complaint with all of my employees who were involved when dealing with *********.   The following is what I discovered about her complaint. According to our records, *********’s annual system check was due.  We called her on January 10th and left a message.  Nine days later we called again.  This time ******* (husband) answered, he instructed us to call ********* who will schedule the call.  We called ********* on January 19th and left a message. On January 25th we called again and left another message.  Finally, we when we called again on January 30th, we were able to connect with *********.  At that time, we scheduled her inspection for January 31st.  It is unfortunate that we had to call five times to get ********* to respond.  If we did not call and the check was not performed. I am sure ********* would be the first to complain on why we did not call to reminded her of her annual inspection.  Our persistent is just another way we provide that added service for our customers.  On January 31, 2023, we performed our annual system check.  While performing our inspection, we brought to *********’s attention that the air filters needed to be replaced.  We proposed to replace them, she declined, she said she would replace them. During this inspection, we checked all of the mechanical, electrical and safety systems. We performed a gas and combustion test.  The gas test had zero leaks and the combustion test was at 0ppm.  The other parts of the system were all in operating condition.  Once we completed the system checked, we charged zero for the call, and we checked out with the owner and left her home. We were called back two days later because they had no heat.   After inspecting why, we discovered that their thermostat was bad.    We presented options on replacing the thermostat.  ********* declined the service and then became argumentative.  She believed since were there two days earlier, that she should not have to pay for the diagnosis and the repair.   We explained that we have no control on when a thermostat will not operate.  We explained that her system is close to 14 years old, and parts are going to begin to show their age.  Unfortunately, she was not listening to us and instead of arguing with her, we waived the charge of the diagnosis, zeroed out the balance, and we left.  Funny how the free advice that we presented to ********* two days earlier was being ignored.  The dirty air filters were still in her furnace.  If they don’t get replaced, she will  eventually have bigger issues.  We were scheduled to go to her home on February 10th, 2023, eight days after our last visit.  This call was for no heat again.  ********* cancelled that call.  We will not be intimidated by *********.  She is manipulating this simple inspection, where no work was performed, and no charges were incurred.  Again, all we performed was informational work, where we informed the customer of what needs to be performed.  As I said earlier, she did not do the items that we suggested two days earlier.  To make things even more interesting.  ********* requested for us to provide an estimate to replace the 14-year-old furnace.  I allowed my team to go to the home to evaluate the cost to replace this equipment.  Since she has written to multiple agencies with half-truths about what took place at her home.  Based on the way she is handling herself; I am instructing my employees to be cautious when dealing with *********.  I understand her frustration, but she does not have the right to be untruthful when we are trying to help her.  I am confused by her actions; I am trying to figure out what her end game is.   After evaluating her existing system, we provided ********* with a proposal on replacing her furnace.  ********* liked our proposal and authorized us to proceed with the work.  Unfortunately, her credit is preventing us with proceeding with the replacement.  At this time, the job is on hold since she has no way to pay for the work.   Again, I am confused why she would want anything from us, especially after all of the false accusations she made regarding my employees.  This scenario she is claiming is very odd to say the least. In conclusion, after thoroughly reviewing all that took place at *********’s home, I feel my employees treated ********* and her family with the utmost professionalism possible.  We have been to her home more than four times and have not charged her for any of those visits.  We have advised her on what needs to be completed to repair/replace her equipment.  Again, all of this have been performed without charging ********* a single penny.  At this time, we will not be offering any kind refund since we never charged her in the first place.  If you have any further comments or concerns, please feel free to reach out to me. Thank you.   Sincerely, Chris H******* Sr. Vice President           

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12.21.22 Auchinachie did an extensive emergency repair on my well. The gave me a flat rate price of $5,431.18 which I paid via the financing they offered. My insurance company needs information in order to process the claim. At first, we were requesting an itemized bill. They claim to be a "flat rate" company and adamantly refused. I need a breakdown of the repair, because my insurer believes I have coverage for some components of the repair (though not all). Failing to get an itemized bill, I have simply requested a list of all of the parts used in the repair that I purchased including part numbers, so the claims adjuster can determine the value. I spoke with them on the phone on 1/17/23. They claim they "don't know" what parts were used in my repair. The only thing they will give me as an invoice is the vague document, attached. I believe that I should be entitled to the list of parts that I have purchased. The fact they they refuse to give me any detailed information about what went into my well, or the components of their "flat rate" bill is highly suspicious. The technicians were on my property for about 3 and half hours, as far as I can recall. They said If I gave them bad reviews they would put a note in my file not to serve us anymore. I pointed out that their work is under warranty.

  

  Business response

  01/18/2023

  I am in receipt of the complaint filed by ****** *******.  I reviewed the complaint and discussed it with all of the personnel who were involved when dealing with ******.   After reviewing all of the paperwork regarding this job, please allow me to share with you what I discovered about her complaint.On December 12, 2022, ****** ******* called requesting service at her home.  I don’t understand why she believes we were at her home on December 21, 2022.  The initial call was in regard to low water pressure.  When my technician Jeff arrived and surveyed the system, he proposed replacing the pump and piping in the well casing.  After reviewing the proposal, ****** accepted the proposal and authorized us to proceed with the work.  We did not proceed with the repair until three days later.  I am confused why ****** did not ask for the information she is asking for now, when we were there on December 12, 2022.   Furthermore, the system that we repaired on December 15, 2022, is now operating flawlessly.  I want to stress again; we presented all pricing before any work was performed.A month after we completed the job, we are now being asked for a breakdown.  We are a flat rate company; when pricing the job, we include everything needed to complete the job 100%.  We present this price at the beginning of the job. We don’t break out labor or materials.   At that time, we presented ****** the price, ****** could have said no, and if she did, we would have packed up and closed out the job.   Instead, she authorized us to perform the work.  Once she authorized us to perform the work, we waited three days to perform the job. During that time, she could have coordinated any special requirements that she was going to be requiring from us.  Unfortunately, this was not performed by her.  We are willing to work with ******.  I called her insurance adjuster.  He explained what he needed to close out their account.  He asked me to send him the price of the pump, which I did.  He said once he has this info, he could deduct it from the bill and close out what he owes the *******’s.  This adjuster could have easily figured out the cost of this pump and closed out his client’s account.  I don’t believe I should be in the middle of the insurance company and his clients disputes.  Sadly, a month later, ****** is putting us in the middle.    In conclusion, this request is out of the norm for how we do business.  Unfortunately, this could have been avoided if ****** would have addressed this issue before we began the job.  We have addressed ******’s concern with her insurance carrier.  If you have any further comments or concerns, please feel free to reach out to me. Thank you.   Sincerely, Chris H******* Sr. Vice President           

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called them to diagnose low water pressure. Told me it would be $60 something bucks to come out. I assumed this was to come and tell me what’s wrong. Why else would they come and just do nothing. Then told me $250 charge one there to diagnose. Ended up paying well over $300. They said it was water pump switch. We told them it wasn’t, it was brand new. They insisted. We replaced it AGAIN. Still had exact same problem. Asked them to call/ come back. Would not. Emailed. Wrote reviews. Offered no solutions. Took my money and did absolutely nothing for me. Did not diagnose the problem and then I paid more money to fix something not broken. Over $400 wasted and worse off when I started.

  

  Business response

  01/04/2023

  I am in receipt of the complaint filed by ****** **********-******.  I reviewed the complaint and discussed it with all of the personnel who were involved when dealing with ******’s husband, *****.   ****** was not involved in any of the discussions while we were there.  After reviewing all of the paperwork regarding this job, please allow me to share with you what I discovered about her complaint. On November 28, 2022, ***** ****** called requesting service at his home.  During this initial call, we explained that there would be a $119 service response charge.  ***** expressed he could not afford this charge.  It was around the holidays, and they had no water, so we reduced the charge to help ***** and his family out.  We reduced the charge to $59.00 dollars.  ***** accepted this and we scheduled a technician to his home on the same day. When my technician (Scott) arrived, he explained to Peter what the charges he would be incurring if we did not do any work.  Once Scott surveyed the system, he would inform ***** what it would cost to repair the system.  If ***** elected to do the work, he would be charged the $59.00 dollars plus the work required to fix the system.  If ***** elected not to repair the system, he would only be charged the $59.00 for the Service Response charge, and $129.00 for the diagnosis of the system.  I don’t understand why ****** believes she was charged over $300 dollars.  ***** was only charged $203.00 dollars which included tax. When Scott diagnosed the system, he discovered many items that the homeowner installed wrong with the system. Some of those items included the system being wired incorrectly along with the system having the wrong pressures settings.  These are some of the issues with the system, again, ***** declined the repair of the system. Once he declined, there was no other reason for Scott to proceed with anything further for *****.  The information ****** provided to you is incorrect.  ***** called again after we left complaining his system was still out of commission that he could not fix.  We called twice and left messages both times, without any return calls from *****.  I am confused on why ****** is convinced we did nothing for what she paid for.  I want to remind you, that we drove to her home and inspected/diagnosed the system.  We informed her husband that the work he was doing was incorrect.  We gave a price to fix the system, which he declined.  ***** was fully aware of all of the pricing before we proceeded with anything. At this time, we will not be issuing any refund or adjustment to ****** invoice.  We went above the norm to work with *****.  We lowered our price and gave him more direction on how to resolve his issue that he created.  I believe he should share this information with his wife ****** who seems to be lacking all of the details.  If you have any further comments or concerns, please feel free to reach out to me.  Thank you. Sincerely, Chris H******* Sr. Vice President            

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They installed the furnace in March 2020, gave me a 1 year warranty. I paid them 12,800 for the furnace and installation. The furnace makes a loud whistle noise, they did come out to try to fix the problem. The technician said to just keep a TV or radio on and you won't hear the whistle noise. I have called this company several more times, they ignore me and will not call.

  

  Business response

  10/28/2022

  I am in receipt of the complaint filed by ******* *****.  I reviewed the complaint and discussed it with the personnel from my company who were dealing with *******.  After reviewing all the paperwork regarding this job, please allow me to share with you what I discovered concerning his complaint.We installed the furnace in March of 2021 not 2020.  We were aware that ******* had an issue.  We tried multiple times to return to address the problem.  Unfortunately, he did not disclose that he cancelled those appointments with us.    When we received the notice from the BBB, we tried multiple times to contact *******.  During this process, we discovered ******* was having issues with his phone.  Since we could not connect with ******* through his phone.  We used an alternate method (email) to contact *******.  Fortunately, we were able to contact ******* and coordinate a time we could address his concerns.  As of today, we have addressed his concern and there are no other issues with his system.   It is unfortunate that ******* cancelled many times the appointments he had with us regarding his concerns.   Fortunately, after we assessed the issue, we corrected the problem, and the system is running effortlessly.   If you have any further comments or concerns, please don’t hesitate to call me.  Thank you for your time. Sincerely,Chris H******* Vice President

• Initial Complaint

  07/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Auchinanchie's website says $119 for water heater repair service. Clearly states they'll diagnose problem and give you solution for that price. See picture of website attached. Around July 10, 2022 I called explaining our water heater is working intermittently, but we had trouble restarting at times. They quoted me $119 on the phone. It was my understanding they would diagnose the problem for that price, then discuss what additional work (and costs) may be necessary to correct issue. July 8, 2022 technician responded, attempted diagnosing issuing, explained because it was functioning he could not determine the issue. Then gave me invoice *********, for $267.84! Charged additional $129.00 inspection service charge that was not disclosed on phone nor prior to performing work. He did not fix anything, in fact could not diagnose the problem. Had I known he needed to be there when it was not functioning I would have rescheduled the appointment. This company falsely advertised their service - I should have ONLY been charged the $119 and I should have diagnosis to the problem. I requested written report and options by email, only received invoice when I called to discuss my concerns. That call did not get me customer satisfaction resulting in this complaint. I would like refund for the additional charges and tax in amount of $139.32 AND a technician at my house when the heater is not functioning to finish testing. If they do not want to come back, I believe I should be fully refunded in amount of $267.84 as they did not preform what they promised. Additionally, it is very disturbing the quotes shared with me - to replace hot water heater over $5,000 and over $8,000 for on demand system (see attached bronze was recommended to me). I did little research and typical price is $800-$2,400, with national average of $1,200. This company is robbing people from time of diagnosis through completing work!

  

  Business response

  07/27/2022

  I am in receipt of the complaint filed by ******* *********.  I reviewed the complaint and discussed it with the personnel from my company who were dealing with *******.  After reviewing all the paperwork regarding this job, please allow me to share with you what I discovered concerning her complaint.We were called to *******’s home on July 8, 2022.  Justin was my technician who performed the service work at *******’s home.  Justin confirmed that there will be a diagnostic charge before he performed any work.  Justin was at *******’s home for over three hours diagnosing the multiple problems she had with her water heater.  Justin informed ******* that she had two problems with this heater.  The first problem discovered was the existing venting is installed incorrectly.  The other problem was an ignition problem.  After diagnosing the problems, Justin presented ******* with multiple options on repairing or replacing the heater.  Based on the age of the heater (18 years old) Justin also gave and option to replace this heater.  ******* informed Justin that she was going to review all of the options with John her husband.  She further expressed that she would advise us on how they would proceed with the repairs.  Since there was nothing further to do, Justin proceeded to pick up his tools and clean up the site.  Before he did all this, Justin confirmed with ******* that he provided a five-star service today, ******* confirmed he did.  The office also called ******* before Justin left, we do this to verify that the technician provided the service ******* wanted.  At that time, she confirmed again that she was happy with the service that Justin provided.On July 11, 2022, ******* called our office with concerns on the service we provided three days earlier.  My staff expressed to ******* that once the system acted up again, they could send Justin back with no additional trip charge.  We were under the impression this would make ******* happy, and we would here from her soon.  We did not know ******* was disappointed until we received this notice. Once we received this notice, we called ******* immediately to discuss her concerns.  Tom, my service manager called ******* on July 17, 2022.  Tom, discussed with *******, the findings from the July 8, 2022 visit.  Tom reviewed Justin’s notes, the same notes that ******* received once we completed the task on July 8, 2022.  Those notes clearly explain the findings and the solutions to remedy her problems.  Again, Justin expressed all of this on July 8, 2022, and ******* said she would get back to us.  Regrettably, ******* never advised us on how she wanted to proceed.  During Tom’s conversation with ******, he also expressed that we would come back to her home with no additional trip charge.  Again, ******* said she would get back to us after discussing with her husband John.  Ten days later we still have not heard back from *******.We provided a professional and accurate service for ******* *********.  Tom explained that the slanderous remark about “robbing people from time of diagnosis through completing work” was inaccurate.  Tom, proceed to explain the heater she was referring too from her research was not the same heater she has in her home.  The heater in her home was a more complex style heater, which is not the standard chimney style heater she was reading online.  She was actually comparing apples to oranges.In conclusion, I regret that ******* did not follow up with us as she said she would multiple times. We tried multiple times to help solve her concerns.   It is unfortunate that *******’s research is incorrect.  If she would have followed through and discussed her concerns with us before writing to the BBB, we would have informed her of her inaccurate findings.  Unfortunately, after careful review, and multiple attempts to address her concerns, there is nothing further we can do for ******* ********* regarding any kind of refunds.  If you have any further comments or concerns, please don’t hesitate to call me.  Thank you for your time. Sincerely,Chris H******* Vice President

  Customer response

  09/09/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I disagree with the companies response and feel it is more bullying by them.As previously stated I asked them to come to my home to preform diagnostic of our water heater that was working intermittently.  I do not recall Justin discuss any finances prior to working on the water heater.  It was my full understanding that I would be charged the service fee $119 as stated on phone and listed on your website.  Unless of course additional services (actual repairs) were provided upon my informed consent.  None of which occurred. Justin did discuss what he perceived to be issues with the heater.  However, he also stated he could not fully diagnosis the situation because at the time the heater was in fact working.  Justin explained if the heater was not working he maybe able to provide further diagnostics. If I gave a five star rating it was prior to Justin providing me with the bill that was twice what I was expecting, with no fix to the issue.  That was the very first time he discussed anything regarding service charges and payments.  I was surprised.  I asked him why it was more than the $119 and explained I was not expecting the additional fees.  I reluctantly paid it because I was alone in my home with a stranger, I was not going to argue with the technician, and I decided to take it up with the business office.  Which I attempted to do.  In my opinion the phone calls with this office have been one sided.  Any effort I made to express my position was ignored.  They simply insist that I keep using them.  My husband and I did discuss the matter and decided we did not trust this company.  They consistently made me feel pressured to continue with them.  I think it was clear from my calls that I was unhappy.I did send an email to the company in effort to follow up.  Phone calls are challenging for me during the day as I am busy managing a Court for NYS.  No one returned my email either so perhaps we can stop pointing the finger regarding communication and address the real issue that you charged me twice what I was told.  At this point I do not want to talk to them on the phone.  I rather all correspondence be through the BBB site.    I respectfully would like the company to honor their advertised price and issue me a refund of the $139.32 additional fee I did not agree to.  Thank you.   ******* *********

  

  Business response

  09/13/2022

  I reviewed *******’s response.  I am not surprised that she is responding 45 days later.  I am confused why the BBB closed out the case on August 3, 2022, and then reopened it over a month later.      Regardless of what ******* wants you to believe.  When ******* called to make the appointment, we informed her that there would be a service response charge.  We explained that is for us to come to her home.  We also explained, there would be additional charges based on what we discovered once we are at her home.  Again, all of these charges are clearly shown on her invoice.     Again, ******* is quick to accuse us of wrongdoing.  As stated in the first response, we agreed to come back at no additional charge once the heater was in lockout.  We can’t diagnose if everything is working.   All she had to do was let us know when.  Again, she failed to follow up, and then fabricates stories on how they don’t trust us, or she was intimidated because she was home alone with a stranger.  We were jumping through hoops to help them.   Tom, my service manager, was addressing their concerns when we were first notified of them by the BBB.  We value our customers concerns.  If they say they will call us back after discussing it with their partner, we assume they will.  Tom never had the impression she was unhappy.  In fact, he thought he was going to be able to address her concerns.  Tom explained everything that took place by reading the notes Justin provided on the invoice, the same invoice ******* received.  Tom was under the impression ******* understood what transpired based on their conversation.  Tom was led to believe this because ******* was pleasant with tom and said she will call us back after discussing it with her husband.  ******* nor her husband ever called us back.  Again, we were trying to resolve her issues, unfortunately, she never followed up with us.  In conclusion, I regret that ******* did not follow up with us as she said she would.  Now that she is not getting her way, she is fabricating stories to suit her needs.  I will not be bullied by her and her false statements.  It is unfortunate that *******’s research is incorrect.  Unfortunately, after careful review, I still stand by my original decision.  There is nothing further we can do for ******* ********* regarding any kind of refunds.  If you have any further comments or concerns, please don’t hesitate to call me.  Thank you for your time. Sincerely,Chris H*******Vice President

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February of this year (2021), a rental property that I own had a furnace malfunction. In very cold weather the furnace failed and no heat was being pushed through the vents to the lower apartment. I called Auchinachie and they agreed to stop by the same day for an emergency visit. The emergency visit came at a premium price in its self, but I had no other choice since the temperatures were dropping to near zero degrees. They promptly arrived to "fix" the furnace. That same day I was given a estimate of roughly $900 to fix the furnace, by the technician. I told him yes go ahead and fix it. Well about 20 minutes after him "fixing" the furnace the tenant called me and said it is not working again. I called Auchinachie again notifying them and they said no-one was able to come back out until later next day. I said ok. The next day the same technician evaluated the furnace. He called to say I needed a new furnace and would have another technician come out and they call me back with estimates. I ended up using a different company for a new furnace installation. But anyways, I feel like I unfairly paid them $900 for nothing. They failed at fixing the furnace in any way. I have attempted to resolve the issue three times now. I call Auchnachie and explain the situation. They say someone will be following up with me via phone but I never hear back. At this point I don't know what else to do.

  

  Business response

  05/03/2022

  I am in receipt of the complaint filed by ****** *****.  I reviewed the complaint and discussed it with all of the personnel from my company who were dealing with ****** *****.  Even though ******* letter was over exaggerated.  We have come to a resolution that ****** has accepted.  At this time, we are considering this to be resolved and closed.  If you have any further comments or concerns, please feel free to reach out to me.  Thank you.Sincerely,Chris H******* Vice President

*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. ↩