Complaints

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• Initial Complaint

  Date:01/12/2024

  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.

  We have been with Andrews' company for more than 6 years.
  It has been ok until recently when we got serious problems, which they can not solve and now refuse to do anything for us.
  
  On Thanksgiving day 2023 ( 1.5 months ago) our boiler stopped working, they came quickly and tried to fix it. However the problem persisted even after multiple visits ( 6 visits total)
  and charge of $2500 for parts and labor. I have all the receipts.
  After visit # 3, they called the ***** services and got some recommendations to change some (expensive) parts. That did not help either, only for a couple of days. They called ***** again and this time a representative came with their technician (Jan 5) They spent 2 hours and replaced another part. However one week later we got the same problem, and it became much worse, the boiler practically stopped working and the house is freezing right now.
  I called today Jan 12 at 8 am and asked for urgent help. I asked them to call ***** again, or at least ask the same technician from the last visit to come (as he knows the problem better). Their customer service told me it was not possible, and they can only come next week Tuesday (wait 3 days) When I tried to insist on urgency, and asked if they cared about their customers at all,
  she advised me to call someone else to do the work. I kept asking and naturally expressed my dissatisfaction with their response, she eventually hang up the phone; in 5 min the owner called me only to tell me not to "harass" his employers and that they would not do any work for us anymore. Which I presume is a good excuse not to deal with a difficult problem they can not solve.
  It is their practice not giving any warranties, that what the owner Sam told me when I tried to ask before replacing the expensive (heat exchanger), no warranties are given, just pay the money.
  
  My complaints are:
  a. The do not care about their customers, and they are not professionals. they seem to know very little about boilers.
  b. It is their practice not giving any warranties, that what the owner Sam told me when I tried to ask before replacing the expensive (heat exchanger), no warranties are given, just pay the money.
  The owner is very rude. He probably will blame me being rude, but I only wanted to resolve the problem and have better service.
  c. I should not pay for the work, as it did not help at all. in the best case scenario pay the parts only.
  
  I always pay my bills, but this time I feel it is totally not fair.
  All our holidays are totally ruined, it has been very frustrating to check boiler every hours, and now every 10 min.
  I have to look for someone else and pay money again - not a good experience again.

  Customer Answer

  Date: 01/12/2024

  the receipts for the services, 5 , total $2500

  parts is about $1000, and the labor is $1500 - 10 hours of work with no outcome.

  Customer Answer

  Date: 01/12/2024

  the receipts for the services, 5 , total $2500

  parts is about $1000, and the labor is $1500 - 10 hours of work with no outcome.

  

  Business Response

  Date: 01/30/2024

   I am sorry to hear your take on the experience. Because it was a ***** unit, they require that we take certain specific steps before we call them to send out one of their technicians. So we went through those steps and came to the point where ***** could go out. Because you called on a Friday afternoon, we did not have one of our own technicians available nor would ***** send anyone out. You did not have a service contract with us, and the system was out of warranty, so we recommended that you try to find another contractor, which is what we suggest when we have done everything we can do. I explained the next step would be to have a ***** rep go back out to your home and we would have our tech meet him there, but that it had to wait until Monday or Tuesday, depending on the ***** tech availability. You expressed your anger throughout the call, we understood your frustration, but the problem was beyond what we could do without the help of *****. Also to reitterate, I cannot send someone out to her house at that exact moment in time if I do not physically have anyone to send.