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:01/17/2025

  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.

  I signed an agreement with Tom. He sold me a gas hot water on demand unit that was a ******, it has a 10 year warranty and when I looked it up $1200. Jon told me it was "the top of the line". My current water heater is a short tank and it fits under my counter in my kitchen, (much like a dishwasher) I thought it was gas because my stove is gas - stove, sink, hot water heater are all in a row. They came here and said the unit is to tall - 5 ft - which I feel Tom KNEW since he was here. They ordered an electric EEMAX which is $579 with a 5 year warranty. That to me is 1/2. They had to buy some heavy gauge wiring and use 2 circuit breakers to make it a 220 line. They were here for approximately 3 1/2 hours for installation. Tom said that most people finance because the payments are $50. He neglected to tell me that there was 120 of them. When I talked with their financial man, he told me that $3840 is the least amount that the company they work with will finance. I told him that I don't want to finance and he said to just pay it and I won't incur finance charges. I talked with Jon and asked him to reduce the price since they didn't put the unit in that I originally signed for. I told him that I would pay cash for it, but $3840 was to much -$579 at **** ***** - He said they had to buy extra gauge wiring, use 2 circuit breakers, labor, and " rebuild my cabinet ". The opening has a board that covers the opening, they just put that back - nothing to rebuild. From the unit to the breaker is 100 inches straight across and 3 feet up to the box. I don't have a basement, I have a hole in the floor. I feel like this was bait and switch, because Tom knowingly sold me a unit that wasn't going to fit, when they ordered the much cheaper unit, they didn't ASK me if I still wanted it, they TOLD me and caught me off guard. I am willing to pay for it, but $3840 is way to much so I'm just asking for fairness paperwork says copper pipe for installation, its red? - is that copper?

  

  Business Response

  Date: 02/24/2025

  We have upgraded her, at no cost, with an extended warranty that is better than what ****** offers. This will be a 10 year warranty on parts and partial labor reimbursement. (Essentially 50% off labor for 10 years)

   

  *** *******

• Initial Complaint

  Date:01/14/2025

  Type:Customer Service 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.

  I received an invoice yesterday for a service call and water filters. The service call was 1-2-2024. I had just purchased this home and they were listed as the vendor who took care of the water treatment system. I just wanted them to show me what I had. Upon arrival, the "technician" told my wife and I that our RO system is obsolete and can't be serviced due to lack of availability of filters. He proceeded to quote us a new system at over $2000. Then he said his records indicated that the previous owner already had it, so I took him out to the barn where I had seen another system in pieces. He said that was the new one and proceeded to quote us about $800 to install it. We said, ok let us think about it. The very next day, I looked up and ordered the very filters he said were unavailable from US Water systems, who was the filter manufacturer. So I called and cancelled any installation of a system I didn't need because there is nothing wrong with our existing system. Subsequently in June of 2024 I received this same invoice for a service call and for 3 filters which he didn't install (because he said he couldn't get filters). I called Anderson at that time and explained this situation and thought it was resolved until yesterday (1-13-2025) when I received another invoice. The service call was a total scam and a glorified sales call and the filter charges are just fraudulent charges that I refuse to pay for. I would be happy to pay the service charges if I was legitimately shown around like I requested. However, I refuse to pay for a scam sales call. Please help me to make them understand that this is all some kind of mistake (hopefully not intentional) on their part. My total amount due should equal $0.00. Thank you.

  

  Business Response

  Date: 01/23/2025

  BBB spoke with the business who said that they have cancelled out the billing and that nothing is owed.

  Customer Answer

  Date: 01/24/2025

  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. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:11/12/2024

  Type:Customer Service 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.

  On Tuesday, 10/29/24,an Anderson technician,while performing routine annual maintenance, damaged my property by spraying lighter fluid, or "ash" on the airflow box causing an explosion, thus destroying it. I both HEARD this explosion and tech acknowledged this as I have his conversation with me ADMITTING and apologizing that he did, in fact, cause an explosion recorded on my RING camera. I also have a video of him walking back and forth across my lawn speaking with someone on the phone WITH the broken airflow box in his hand. He also left debris from the exploded box in the generator. He told me he was charging me $270 for the new airflow box, but had to come back, as he didn’t have the correct one with him. I called the office after he left. I explained what happened and my uneasiness about having to pay for something that was clearly working before. She called tech to “confirm” and called me back saying I unfortunately was responsible to pay for the new airbox.
  After apparently finding even MORE damage when he came back the next day, Anderson’s office texted me " We will need to come back, as we need more parts", When I inquired how much more money this was going to cost me, I was told " We don't know, that's why we're sending a supervisor. The "supervisor" came and greeted me rudely and stated ( without even looking at the generator ) I'm sure you already know this is going to cost thousands of dollars". I was shocked, as I had NO idea what had gone wrong since the routine maintenance "explosion". No one ever gave me an estimate or even clued me in as to what was wrong now with my generator. I asked if he was even aware of the situation. He said very condescendingly, "Yea, I know all about it.” I asked him if he knew that the tech had exploded a part.I WAS TOLD THAT NEVER HAPPENED. He said those parts are sealed (not true)and there was no way it happened. Well, it did, I have proof and I still have a generator that wont operate and Anderson is responsible.

  

  Business Response

  Date: 12/20/2024

  
  To Whom it May Concern,
  In response to BBB ID ******** for Mrs. ******** ******** at ** ********* ***** ******* ***** ** ****** below is a brief timeline:
  On January 26, 2011, Mr. and Mrs. ******** contracted our company to install an ***** 8KW generator with a limited 12 circuit transfer switch and a reverse osmosis
  drinking water system for $4,945.
  On February 17, 2011, we installed the equipment.
  On July 14, 2017, Mrs. ******** called and asked for us to remove Mr. ********’s contact information and scheduled an appointment for service on the genset.
  On July 17, 2017, we went to perform maintenance and the technician found that the unit had been down on over crank since May 1, 2017 and that the lock, for the
  genset, was no longer functioning. The battery had never been replaced and was recommended to be replaced, due to age. Mrs. ******** agreed to have us
  replace the battery; which our technician did.
  On November 13, 2017, our company received an email that the unit was down on a fault but she could not afford service. We had a technician call her and she was
  going to try resetting the unit and refused service.
  From November 13, 2017, we made many documented attempts via phone calls, emails and postcards, trying to contact Mrs. ********, to schedule service. Yearly
  maintenance is necessary on all of the equipment installed. Note: annual maintenance was not kept up.
  On July 6, 2020, a technician performed service and, at no charge, replaced the battery but noted that the air box needed replacement. The air box in this model can
  become damaged when bugs, spiders and debri accumulate inside of it, when maintenance is not performed at regular intervals.
  On August 30, 2020, one of our technicians returned and replaced the airbox and only charged for the airbox, no labor.
  On October 25, 2021, one of our technicians arrived to service the generator and when he arrived the unit was again, down, on over crank. The technician checked
  the air box and found that the filter holder was hanging out of the box; our technician fixed the air box and tested power outputs and let warm up. Changed oil and
  filter and it tested ok.
  On October 25, 2022, a technician arrived and the unit was down on RPM sense loss. He replaced the starter solenoid and performed a maintenance. Tested the
  genset and it did test.
  Between October 25, 2022 and September 13, 2024, the equipment had, again, not been maintained despite our company sending recorded voicemails, repeat
  postcards and text messages.
  On September 13, 2024, Mrs. ******** called to order replacement filters for her drinking water system which were overdue to be replaced and was told that she is
  also overdue for service on her generator and should really schedule service before winter. Once it was agreed that we would bring her the filters, for her son to
  change, at the same time as the generator service was performed (to avoid the shipping charges on the filters), she reluctantly agreed to schedule the service for the
  generator/have the filters delivered, at the same time.
  On October 29, 2024, our technician, James, arrived to deliver the filters and service the generator. Upon opening the genset, James found that the unit would not
  start. To determine why the genset did not start, James completed a test of turning off the fuel supply and adding starter fluid to determine if the issue was with the
  engine or the fuel source. The engine then turned over and James turned the fuel supply back on and when he did this, the air box suddenly burst indicating that
  something was blocking the fuel outlet where the fuel and air mix go into the engine. Again, on this model unit, this happens when bugs/spiders/debris enter the air
  box. James did not have the correct air box on his truck; so he called the office and we rescheduled the appointment, for James to return the next day.
  James returned the next day to find that the air box was not the only issue with the generator and because Mrs. ******** was working, our office text her and let
  him know that we will need to return and gave her the date of November 11, 2024 (which was Veterans Day, as she wanted to be home and had this day off of work).
  Mrs. ******** was quite upset and questioned by text, “ How much more money will this cost?” and, as we could not give her an answer, we scheduled our most
  proficient tech, whom has been with our company for over twenty years.
  On November 11, 2024, Chris arrived to the ******** residence and before going to look at the generator, Chris greeted the customer, at her door. Mrs. ********
  then asked if her son could speak with Chris because she stated that her son “knows about engines”. Chris agreed. Chris explained that the service was chargeable
  (she has not paid for anything; not even the filters for her drinking water system) and her son started with profanities and said to Chris “you are not taking my mom
  for a ride” and “you need to go back to school and start another f******* career” and several other statements. At this point, Chris packed up his equipment, closed
  the truck doors and left the residence. Hence why Chris never was able to diagnose/repair at the genset on November 11, 2024.
  Our resolution is to send Chris out to service the genset, when Mrs. ********’s son will treat him with respect, as Chris has more knowledge than any other
  representative in the industry. Mrs. ******** will need to pay for the repairs on the genset and for the reverse osmosis drinking water filters, that were already
  delivered. Understand that these repairs are common with the entry-level generator model ***** 8kw unit and that it is fourteen years old and that it has not been
  maintained at proper intervals.
  Please contact me with any questions by email to: [email protected] or by phone call to: ###-###-####.
  Sincerely,
  Santina G*******
  Anderson WaterSystems, Inc.
  Director of Operations
  December 5, 2024

  Customer Answer

  Date: 12/23/2024

  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.Many of the statements made by Anderson Water are simply NOT the truth.  They made several untrue statements such as:I RELUCTANTLY had them do maintenance on 10/24. I think this is very subjective of them and they're trying to portray me as a customer who does not take care of her home.James , upon opening my generator could not get it to start, IS NOT TRUE.  In fact, he came to my door after getting it started, saying everything looked good, he simply recommended that I replace the battery.  I asked him if I could think about it while he continued his work on the generator, then the explosion happened.I would have to go through all my receipts from Anderson in order to dispute or confirm more of what they are saying. Truth is, it shouldn't matter that I may have skipped a year of maintenance since 2011. My generator was working, and then James blew up my airbox.  I WAS willing, RELUCTANTLY, to pay for this, as I believe it was negligence on the tech's part.  What made this situation egregious, was the absolute horrible customer service from Chris, the "supervisor" they sent to make this right.  Who "greeted" me at the door with no pleasantries as their letter suggests, but greeted me with " you know this will cost thousands of dollars" Due to James's negligence now I am supposed to pay thousands of dollars to correct the mistake.  Please advise if I should get a lawyer and go to small claims court.
   
  Regards,
  
  ******** ********

  

  Business Response

  Date: 01/15/2025

  In regards to Ms. ********'s reply to our response,I think I see where there is a misunderstanding.  Generators, much like an automobile, require maintenance to prevent issues and ensure that they have a long life span. James followed protocol to diagnose why the generator was not turning over. James completed a test of turning off the fuel supply and adding starter fluid to determine if the issue was with the engine or the fuel source.The engine then turned over and James turned the fuel supply back on and when he did this, the air box suddenly burst indicating that something was blocking the fuel outlet where the fuel and air mix go into the engine.Again, on this model unit, this happens when bugs/spiders/debris enter the air box.This is a normal diagnostic approach. Depending on the result, we  decide what to check for, next. There was a loud noise, not an explosion. When James mentioned this, it was more to apologize for startling her and because he did not have that model airbox on the truck, he had to call back to the office, with the airbox in hand to read off the part number to the warehouse tech, to see if it was in stock or needed to be ordered.  This unit is nearly 15 years old and needs further service, which had not been performed.We would be happy to come back out at a time when Ms. ********'s son will either not be there or at least agree to not be aggressive and profane towards our staff sent out to repair the generator.  However, the charges stand and any additional repairs will be chargeable to Ms. ********.

• Initial Complaint

  Date:01/18/2024

  Type:Customer Service 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.

  Anderson installed the ******* generator the unit works great. But unfortunately during the installation process the installer cut our gas line that goes to the pool heater and the furnace that’s in the detached garage. The contractor installed a new gas line to the generator and never reconnected the gas line for pool and furnace. ****** ******** seemed reasonable and honest. I called to have Anderson fix and reinstall the gas line that they cut I was told that they would come out in two weeks and that it would be a service fee of $160.00 to assess the situation I paid around 12k for the generator now they want me to pay them to fix a problem that they caused. ****** ******** is great at sales but I learned not so great at communicating and customer service

  

  Business Response

  Date: 01/22/2024

  BBB spoke to Joe at the business and the following was relayed: We sold the generator in August of 2022 and installed in September of 2022. The customer contacted us recently regarding a gas line that was cut. We offered to have someone come out and took a look which would have a service call. The customer did originally agree to have us come out for the service charge but then subsequently called and cancelled. We are not sure who or when the gas line was cut, but after discussing with our workers it was not us that did it. We would have had no need to do so and from the pictures whomever did it capped it off with a strange plastic piece that our workers do not carry. Our offer to return was an attempt to evaluate and see if we could help in some way, this is not the result of our work. 

  Customer Answer

  Date: 01/22/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  Regards, 
  
  ****** ******
   
  It is clear that they cut and used my existing gas line to run my generator instead of running their own  I will be contacting the attorney general and I am processing with my lawyer to take them to small claims court  

• Initial Complaint

  Date:09/28/2023

  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.

  I have an Anderson water system in my basement that was originally installed at least 10 years ago.
  The summer of 2021, I had Anderson Water come out to the house to update my system. I was charged $6000 and all they did was hook everything up that I already had. I started having problems with the system within 6 months. Now, my system is not working and I need at least one tank replaced. Anderson Water wants to charge an other $4500 just for one tank that should have been replaced back when I had them out in 2021. The people in the office are not very pleasant to work with and are not willing to work with their customers.
  I’ve been hearing similar stories of Anderson Water and how they operate.

  

  Business Response

  Date: 10/11/2023

  BBB spoke to Joe at business and the following was relayed:The customer called in September of 2021 to inspect her system that she took over from her parents. The parents were our original customers since 1997 and had us service their water softener and chlorination system until 2010. At that time her father decided to self-service the system and removed the chlorination system. When we inspected in 2021, the water softener had been unhooked. We installed a sulfran with peroxide injection system and reverse osmosis faucet at that time for $6,000. In 2022, the customer contacted us for peroxide and said everything was good. In July of 2023, we came out to do a valve cleaning and she said the water softener was not using salt. We informed her it was time to replace the softener and quoted $4,500 to replace. The customer could not get financed at that time and was going to hold off until she could afford to replace. We did not hear from the customer until we received the complaint.

  Customer Answer

  Date: 10/11/2023

  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.
  I have a ton to say about Anderson water and how they are doing business, however, I am seeing now that I just need to go somewhere else.  I could get an entirely new system for less than what Anderson charged me just to hook things up.thanks 
  
  Regards,
  ****** ******  

• Initial Complaint

  Date:09/20/2023

  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.

  Purchased a water system from Anderson in end of 2015/beginning 2016. The owner himself sat at my table and sold this system to me assuring me it would be the best and have a lifetime warranty. All the bells and whistles in his speech. We have been religious about our service appts- even though the business cancels 1-2 times every time you make an appt and makes you reschedule- every year!
  So now I am told I need a replacement that will cost $800. I call the company and ask to talk to the owner- the very same man that sat in my home and told me how great this system is. No call back. I try again two more times. No call. My husband tried. No call. I get a text with a link to a manual and that’s it. No further calls, no elaboration, no CUSTOMER SERVICE! As long as you want to give them your money all is well but if you want to speak to someone you get ghosted.

  

  Business Response

  Date: 09/21/2023

  BBB spoke to the business and the following was relayed:The customer bought the water system in 2016. The customer has been good at maintenance. Depending on the conditions, a rebed is needed from time to time. The customer was informed that a rebed for her system was needed for her issue and the cost would be $800. The customer did not like that and it was explained and the warranty information provided that the lifetime warranty does not cover the media on the inside. This is also located on page 25 of the manual. We did a valve cleaning free of charge as a good faith gesture, but that is a short term to address the smell issue. A rebedding will still be needed as the valve cleaning is a temporary solution.

• Initial Complaint

  Date:11/21/2022

  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.

  July 1 2022 a leak occurred in water line connection where the peroxide injector comes in. Maintenance visit was done and paid $200 to fix the leak. Today Nov 21 2022 the exact same part is leaking again. I called Anderson to ask for it to be fixed and was told I have to pay the same price all over again because they only guarantee their work for 30 days. That seems incredibly ridiculous to me.

  

  Business Response

  Date: 11/22/2022

  On February 14, 2014, our company installed well water filtration equipment for Mr. *******, at his residence, at **** ******** Road in Machias, NY 14101.   Other than for the delivery of consumables for the filtration equipment, the customer has not had our company out to service the equipment until July 1, 2022.   On July 1, 2022, we received a call to our office for an emergency service call, attached is the call recording.    We dispatched a technician out that same day, per the customer's request.  Our technician spent three hours and seven minutes on the service call and collected $253.80, with tax, for the repair.   No parts were charged.   At this time both our customer service agent and our dispatched technician told Mr. ******* that the system was in need of further maintenance, as the unit is over eight years old.   Mr. ******* was quoted the price for the replacement of the media in the sulfron unit (noted in the call recording, attached), as the media in the sulfron unit has reached its life expectancy and is a consumable component of the well water filtration equipment, that was installed in 2014.    Mr. ******* declined to have the media replaced.    No calls were made to our office from Mr. ******* from July 1, 2022 until November 21, 2022, the day that we received the complaint from the BBB, below: https://*******.com/. On the phone call Mr. ******* was notified that there will be a service charge for a service call and declined to schedule service.   Then contacted the BBB.   Please view the attached warranty from the manufacturer for the sulfron unit installed at Mr. ******* home:  (Attached). The manufacturer does not cover labor under warranty.   However, our company guarantees all newly installed equipment for one year from installation for labor and service for thirty days of labor, from date of service.   Our company has no control of the circumstance or well water conditions at the ******* residence and Mr. ******* did state that our technician did complete the repair on July 1, 2022.  If Mr. ******* would like to schedule a service call on a non-emergency basis, he will be billed the regular hourly rate, not the emergency rate he was charged on July 1st. Please have Mr. ******* contact our office at ###-###-#### if he would like to schedule service. Thank you for your time. Sincerely, Santina 

  

  Business Response

  Date: 01/10/2023

  Santina called from the business and noted that they would be willing to come out and look at the system, however there would be a charge for a service call, since this is an older system from 2014. This is overdue for maintenance since no maintenance has been ordered and paid for in a long time.

  Customer Answer

  Date: 01/11/2023

  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. More charges for a service call?  To repair what you just failed at doing? The fix that was put in place in July 2022 held for six months and began leaking again.  The part that is leaking has nothing to do with the softener system maintenance.  It is an incorrectly installed part that I specifically was told would not leak.  I have since had another plumbing company come and install the part correctly.  The installer from the new company looked at the leak and also agreed it was not done correctly.  All I'd like from Anderson now is a refund from the failed repair attempt. Regards, ***** *******

  

  Business Response

  Date: 08/29/2023

  BBB spoke to Joe at the business and the following was relayed: In an effort to address and resolve the customer's concerns, we are offering to refund the most recent bill of $253.80.

  Customer Answer

  Date: 08/31/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. BBB spoke to the customer and confirmed that they agree to the refund offered and consider the matter resolved.
  
  Regards,
  
  ***** *******