ComplaintsforANC Heating & Air Conditioning Inc.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In July of 2022 I contracted with ANC Heating & Air Conditioning of Endicott, NY to install a ****** ductless heating and cooling system in my home. Late summer to early fall of 2022 I discovered that the equipment they installed was not the equipment that I contracted for. I contacted the NYS Attorney General’s Office regarding this issue, but it has never been entirely resolved. This discovery set a poor tone for our business relationship. The system went down just a couple of days after being installed. I was told that the refrigerant line blew. They came out and replaced it. After that time, however, the units were up and down a lot and became very unreliable. There were reported leaks in the system, but multiple techs were unable to locate or repair the leaks. This went on for months. In fact, ANC techs made 11 visits to my home between April of 2022 and December of 2023. I was informed that there was a “leak somewhere in the system”, but they couldn’t pinpoint it. On Thursday November 2, 2023 my system went down and there was no heat in my Master Bedroom or my finished basement (which is where we spend 90% of our time). ANC dispatcher indicated that they would not be sending a technician until Monday, November 6th. Totally unacceptable! On November 24, 2023 the system failed again. It was a Friday evening and when I spoke to Jordan (their tech), I was informed that they don’t work on Heat Pumps on nights or weekends!!!! This was my main source of heat so of course I found this to be totally unacceptable as they sold me a system with a full warranty that was intended to replace my old furnace. At no time was I ever informed that if my system goes out on a night or weekend it’s my tough luck. On November 27, 2023 they sent a tech to repair my unit. John arrives at my home to service the unit. He indicates to me that there is a refrigerant leak but he is unable to locate it. Continued on attachment-

  Business response

  03/20/2024

  This individual has lodged a formal complaint with the Attorney General, in which we were exonerated, having conducted our professional duties in accordance with our contractual obligations. Subsequently, she exhibited a pattern of disrespectful behavior towards both our field personnel and office staff. Additionally, she made unfounded disparaging remarks regarding my character as the owner, labeling me a coward for not directly engaging with her.
  Over the past few years, I have undergone significant health challenges, including heart and kidney transplants, necessitating a temporary withdrawal from active participation in the day-to-day operations of the business, which were effectively managed by my sons.
  Despite our efforts to fulfill our obligations, the situation escalated when, on the eve of our scheduled visit to her residence to finalize arrangements for the replacement of her unit, she further escalated matters by issuing a one-star rating. In an attempt to address this and ensure fair evaluation upon completion of the project, I personally reached out to her, requesting the removal of the premature rating and emphasizing the importance of awaiting project completion before assessment.
  Regrettably, our efforts to resolve the matter amicably were met with a prolonged and hostile response, lasting over 45 minutes. It became evident that her conduct was incompatible with maintaining a constructive working relationship. Contrary to her portrayal, the events of the past year have been inaccurately represented, and her behavior throughout has been among the most abusive encountered in my professional experience.
  In accordance with our principles of maintaining a respectful work environment, it is with regret that I have decided that our company, ANC, will no longer engage in any further business dealings with Colleen. While her current concerns pertain to warranty matters, she retains the option to seek resolution through alternative channels, as any authorized dealer can facilitate equipment servicing and reimbursement from the manufacturer, albeit without involvement from ANC.
  
  
  
  

  Customer response

  03/25/2024

  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.
  
  I received no offer of financial restitution or equipment replacement.

  
  Regards,
  
  ******* ****
  
  
  
  

  
  

  Business response

  03/31/2024

  Dear BBB,
  In adherence to proper procedure and in compliance with the directives of the manufacturer, we engaged in communication with Ms. **** through our service manager to arrange for a visit to her residence for the purpose of conducting a computer readout of her equipment as stipulated by ******. This diagnostic step is essential in facilitating the authorization process for a replacement outdoor unit as part of the warranty agreement. Our actions have consistently aligned with the guidelines provided by the manufacturer throughout our interactions with Ms. **** and her equipment.
  Following discussions between our service manager and Ms. ****, an agreement was reached wherein our best technician would be dispatched to her premises to carry out the necessary computer readings. Subsequently, on Friday the 29th, our service manager confirmed the scheduled visit for Monday, April 1, 2024. However, Ms. **** expressed dissatisfaction, attributing incompetence to our company and directing blame towards myself. Consequently, she declined to avail herself of our warranty services. It is pertinent to note that we procured an extended warranty on behalf of Ms. ****, and any authorized ****** dealer could have performed the necessary work and received compensation accordingly. Our one-year dealer warranty expired in June 2023, and ****** takes over.
  Both parties have mutually agreed to refrain from conducting future business transactions. Enclosed for your perusal is our documentation pertaining to the matter, which has also been submitted to the Attorney General's Office. Additionally, it is important to highlight that we provided Ms. **** with a complimentary WIFI kit for her system.
  In response to Ms. ****'s recent communication, I must address the inaccuracies and defamatory remarks contained therein. Despite her claims that I, as the proprietor, failed to intervene upon her request, it should be noted that I was incapacitated for nearly two years due to medical reasons, specifically undergoing a Heart LVAD and Heart/Kidney transplant.
  While it is acknowledged that there may have been instances of refrigerant leakage, it is imperative to clarify that our company diligently responded to each service call made by Ms. ****. In my professional opinion, ANC has consistently demonstrated a commitment to exceeding expectations; however, regrettably, we are compelled to cease further engagement with Ms. **** due to her unreasonable demands and demeanor.
  Yours sincerely,

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a ***** Circulator pump Model 007e installed on Jan.10th 2024 . The Total bill was $1024.92 I requested a detailed billing and the provider REFUSED to give me one. Per my request. Breakdown as follows: Diagnostics $189.00 Pump and Labor $760.00 Taxes $75.92 Total $1024.92 The Circulator pump costs $195.00 whole sale. (the exact same pump that was installed) There are no special ***** pumps provided for Vendors. The labor time was no more than a 1/2 hour (removed and replaced the part with (four nuts) The charge for these two entities was an inflated $760.00 . I wonder why I can't get a detailed bill for the $760.00 expenditure. ???? This company is a rip off to say the least. This borders on discrimination of the elderly and and most certainly an exorbitant service charge. Thanks for your Time , I appreciate it. ***.

  Business response

  02/13/2024

  I am sorry that ****** feels slighted with our service call response and his choices with regards to the After Hours service call for no heat. We arrived after hours to address George's NO HEAT issue, where we found that his ECM (variable speed) circulator pump had failed. When we arrived ****** was only responsible for our Service/Diagnostic charge, that's it. At that point in time, our tech QUOTED ****** for the repair, where at that point he had the choice to decline or proceed. ****** APPROVED the repair and my tech had to go back to our shop to procure a new ECM circulator pump. ****** was not charged for the time to get the part, again after hours. The repair was made as promised and quoted. My tech's time on the job was erroneously measured by ****** and quite frankly is irrelevant, due to the fact that ALL ANC repairs are quoted in advance to protect our customer from unexpected repair bills....they know upfront. ****** then proceeded to call our office after the fact to yell at my staff that he wanted a refund, not happening. I believe we treated ****** fairly and professionally, his opportunity to decline the repair was that evening not after the fact. We offered a discount towards a future tune up but was declined. At this point in time No refund is due and ANC and our tech performed as advertised and promised.

  Customer response

  02/16/2024

  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. In response to ANC's answer . First the remark about "YELLING" to ANC staff is a blatant fabrication. Number (1) The Service call was requested before 3pm. The technician arrived at residence between 3:30 and 4:00pm. well within normal business hours. Number(2) This wasn't a (NO HEAT ISSUE) The normal water pressure kept my house at 65 Degrees. I did hear a price of $760.00. while tech was speaking on the phone. I assumed this was for the total bill. (MY ERROR) I was in the Tech's company the whole while and he spent a maximum of 1/2 hour to replace and install the new pump. I asked for a detailed billing for parts and labor. But the price is so inflated , He refused to supply one. This is akin to USURY and the business owner knows it. I have no issue with the workmanship , I have an issue the total bill of $760.00. This is wrong .] Regards, ****** *********

  Business response

  02/17/2024

  Attached you'll find documentation showing that our technician spent over 2 hours on this repair. Due to the repair extending beyond 4:30 pm, it falls into overtime, which incurs additional costs for us. Despite this, ****** was provided with a quote beforehand, ensuring transparency. He even signed authorization for the repair. ****** later expressed regret weeks after the repair, as evidenced by his visit to the office, detailed in the attached documentation. We consider this matter resolved and have no further comments to add, both presently and in the future.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  in Oct 2021 ANC came out to install HVAC for my entire home. They told me that it would qualify for the government rebate of $5,000 and that they would fill out the paperwork and filing for me. They also said it could take up to a year to receive the money back. I never saw a penny of this refund money. They were paid by me in full from my savings and obviously did not care if I ever got the refund back. I suspect they kept it or never bothered to file the paper work as promised. Additionally, I was told the system would heat the house comfortably down to weather of 13 degrees outside. It does not. In fact I have to turn on supplemental heating at about 35 degrees outside. When they installed the systems they left several areas around the vents and in the ceiling damaged as well as placing a part of the system in the attic above the garage which now has the ceiling caving down. The shop never followed up with me to see how it went but made sure to send a Christmas card to remind me of their services to hire. I waited to complain because I was a hoping against my better judgement that they would come through with the money and after a year it felt too late. I had not noticed the issue in the garage because it is in an area I don't look up at. I was reminded of all of the problems when a friend asked me if I had a recommendation for a company to install HVAC and I realized I should never have ignored ALL of the problems with ANC. I do have a recommendation, DO NOT use ANC. They will take your money, give you poor service and lie to you.

  Business response

  12/29/2023

  Ryan, the account representative for ANC, contacted ***** today after receiving her complaint. He informed her that the company had not received any communication from her besides a single instance over two years ago. Previously, customers were responsible for completing and sending rebate paperwork to *****. However, due to the increasing volume of rebates, ANC has established a dedicated rebate department to manage these processes on behalf of customers. The team is currently evaluating whether ***** will approve *****'s rebate request. Regardless of the outcome, ANC is committed to supporting Ms. *******. Additionally, Ryan and a colleague will visit Ms. ******* this Thursday to assess and address her ceiling touch-up concerns. ANC was unaware of her issues due to the lack of communication over the past two years but is now actively working to ensure Ms. *******'s complete satisfaction and has engaged in positive dialogue with her.

• Initial Complaint

  01/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ANC installed a $5000 tankless water heater in our house without any consent and now expects to be paid for it.

  Business response

  01/10/2022

  Our first response to Mr. ********’s complaint is he never bought the water heater, his property manager did. If fact his property manager not only authorized the purchase, but has guaranteed payment to us. The property manager has a written contract that authorizes him to make such purchases. The high efficient wall mounted water heater is operating perfectly. Mr. *******’s complaint is not with ANC.

  lloyd k*****

  ANC

• Initial Complaint

  11/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/7/2021, our ***** furnace was not blowing heat. My father and I discovered the ceramic furnace igniter was damaged and we removed the part. We went to 3 stores looking for a replacement, but no place carried it. The mornings are now cold, and we couldn't find the part, so I called ANC on 11/8 for a service call. I told the person on the phone at ANC that we knew what the problem was, but we could not find the part to install it. The person on the phone said she just sets up the appointments, we should talk to the repair person when they arrived. The repair person for ANC showed up at 1:35. He looked at our furnace and the part we had pulled out, and determined that the igniter switch was indeed bad and he could replace it. We were then told there was a service fee of $129.00. We would need to pay this amount whether we had him do the work or not. On top of the service call fee, they would be charging us an additional $357.48 for the cost of the igniter switch (which we later discovered was a $20.00 part on ******) and labor. This made our bill $525.39 after tax, I asked the service person how long it would take to do the repair and was told 10 minutes. I expressed my displeasure at such a high cost for a 10 minute repair where we had already pulled the damaged part but he said it was out of his hands. Since we had no way of getting the part, we went ahead with the repair. It did in fact take him 10 minutes to install. I had an appointment so I left my credit card with my father to pay the bill. When I returned and looked at the bill, I saw it was not itemized. I called ANC and talked to the manager, wondering if the bill was accurate since there was no break down and it was so high. When I asked the manager if we were billed correctly, he said "your furnace works now right? You didn't have heat and now you do right?". When I said it was expensive for a 10 minute service call he said "we had the part and you didn't". No other explanation.

  Business response

  11/21/2021

  Certain procedures were not followed and our response was less than appropriate. We have issued a refund of approximately $250. Our latest communication has satisfied our customer. I am sorry this occurred and we strive to provide our customers with great professional service. Thank you for bring this matter to attention.

*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. ↩