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:06/03/2025

  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 have been a customer of R.S. ********************** for more than 5 years. My A/C system is 9 years old. R.S. Andrews services my system twice per year. I sent a letter to the President and General Manager of the company about this issue and to this day never received a reply. My ************** was done on April 8, 2025. The technician said that there was a leak in my system and that I needed to pay for a diagnostic test to determine where the leak was coming from. I paid $449 for this. Upon finding the leak the technician said that a repair would cost me $5770. However, he said that he would highly recommend that I purchase a new system. He arranged for someone to come to my home to give me a quote. The salesperson came the following day. His assessment was that a new system would cost me $16,297.Not being able to afford either option, I called the company and requested that refrigerant be added to my system. The same technician returned on April 14th, 2025. (On both his first and second visits he brought the wrong-sized filter. He never returned to install the correct filter.) The technician told me that the cost of a pound of refrigerant was $216. My system is R410A. Since the cost was so high, I told him to put in 5 lbs. He refused and told me he had to fill the system completely, which was 10 lbs. Since my A/C was off for a week, I reluctantly agreed.Six days after the refrigerant was put in my A/C stopped working. Having lost confidence and trust in R.S. Andrews, I called another company to investigate the issue. What they found was that the technician did not reconnect the drainage pipe in the attic. As a result water accumulated in the drainage pan and shut the entire system down. The company performed a diagnostic of my system and bailed out all of the water.I am requesting a refund of the money that I had to pay the company that corrected R.S. Andrews's negligence, my Spring maintenance fee and the money that I was overcharged for the refrigerant.

  

  Business Response

  Date: 06/06/2025

  RS Andrews was hired to provide **** maintenance.
  
  During routine maintenance last year 4/24/24 : Technician  found **** system low on refrigerant. We recommend leak search for $449 to discover leak and  and repairs, client did not accept leak search. Client chose to recharged the system. Added 1-lb refrigerant with no warranties due to leaks in the system.  
  
  During routine maintenance this year 4/08/25 : Technician found system extremely low on refrigerant.Quoted leak search for $449, client accepted. Found leak in condenser coil,system 2015 and out of warranty. Quoted condenser and evaporator coil replacement at $5,770 minus the $449. Recommend updating equipment due to high cost of repairs and rusted (but not leaking) evaporator coil. $449 for leak search to go towards repairs or replacement. A comfort advisor was scheduled to give a free estimate on updating the **** equipment.
  
  Estimator out on 4/11/25:Quotes were given for replacement.
  
  Tech returned 4/14/25: Client asked for tech to return and fill up system. Technician explained again that there would be no warranties on refrigerant without repairs being made.Technician explained that we cannot partially recharge a system with refrigerant.A partially charged system will freeze coils potentially damaging the furnace blower motor, cause water damage to home, and run extremely high power bills.Quote was given for a full recharge of 10-lb of refrigerant at $2,160 with no warranties. Client accepted and we recharged the system. After re-charging the system the client refused to pay the full amount and only paid $1,711. Client also refused to sign the refrigerant procedure forms that state using a system with refrigerant leaks can cause damage to equipment and RS Andrews does not warranty refrigerant under these conditions, we recommend replacement or repairs to be made.
  
  As to any drain line claims,we do not have any information about the problem as we did not diagnose the issue. We have a 30 day no service fee guarantee on our work and if the client chose to incur charges from another provider instead of using this guarantee,then that is the clients choice.
  
  We have made several attempts to contact the client to offer repairs or replacement with the service monies going toward either, but the client has not answered the calls. As for refunds,all work was completed after giving quotes, expectations, and warranties, no refunds are due at this time. The diagnosis was correct and we stand by the work performed. 

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23412461
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 06/09/2025

   I would like to point out that R.S, Andrews NEVER left any message for me on my phone. I sent them a 3-page letter to which they never responded, not even with a phone call. In fact, after a week had passed after I sent the letter, I called the corporate office and asked to speak to the assistant or secretary of the President or the General Manager. I was told that they had no such staff and that the customer service representatives took all of the calls. The person with whom I spoke said that she would pass on my message and that someone would get back to me. Nobody did. So, that statement on the part of R.S. Andrews is a blatant untruth!
  
  Also, the technician said that he would return in 2 weeks. He never did. He also installed the wrong-sized filter in my system. He said that he would bring the correct one when he returned in two weeks. He came to my house twice with the wrong filter.
  
  
  Finally, I had to pay the company that came out to fix their negligence. I want to be reimbursed for that as well as for the cost of a new filter which I have paid for in my annual fees.
  
  

  

  Business Response

  Date: 06/16/2025

  We stand by our original statement, but I would still like to talk to the customer regarding the situation. Thank you. 

  Customer Answer

  Date: 06/19/2025

  R.S. Andrews called me and we had a conversation. Per that conversation, I am waiting for them to take agreed upon action. I will report back to BBB when that has been accomplished.

• Initial Complaint

  Date:04/29/2025

  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.

  I was charged $100 for the service man to come out and then he charged me $445 to locate a leak.. He located the leak didnt repair anything and told me to leave the air off and not turn it on. Then I called back in and told him that he could repair the leak he then told me to leave the unit off and it would be a week before the part would come in. So I did . I didnt hear from anyone so after a week I called in and the lady tells me the part is backordered and it would be 4-6 weeks before the part would come in and told me to not turn the system on it is end of April it is getting hot in *******. She then told me the technician would call me back,but never did.I panicked and called another company. They came out same day obtained the part same day and repaired it for $1400 instead of the $4000 RS Andrews was going to charge me:( I am requesting my $440 charge back since he did nothing at all and never repaired anything and overcharged me.

  

  Business Response

  Date: 05/07/2025

  Hello,
     In this case we diagnosed and charged leak detection fee that was approved by the customer before starting work and did in fact find a leak.  We got the ok to repair and gave the quote accepted by the customer.  We ordered the *** part but as stated it was on backorder.  The customer canceled with us and had another company perform the work.  We have given a refund for the leak search performed by our tech that was first discussed as well as accepted by the customer before starting.

  Customer Answer

  Date: 05/08/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/22/2025

  Type:Product 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've asked this business via phone and letter several times to stop soliciting or contact me. ****** was disrespectful and I asked while his employees was on my property to never contact me again. So they decided to be slick and still send me soliciting material and put " NEW OWNER". It's publicly recorded this home and address are still owned by the Original OWNER and builder which is the same- myself! I have a right to refuse to be harassed, bothers, solicited or contacted. If I receive anything else I will pursue legal action. If they are desperate for business - Good. I will Never use this business and have already chosen a company that of my neighbors and I enjoy. I want them to stop sending me anything. I wouldn't care if it was for free. This is a business that does not need my patronage and elated they never serviced my home. You treated me like a piece of trash. Im well educated and have no issues with Great credit or finances. Your lost. Move ON. Im documenting and building a case. Leave me alone, remove my address and Stay away from my home! Your try to demostrate on your flier youre diverse, lol. What a lie. This is youe LAST warning.

  

  Business Response

  Date: 03/26/2025

  Hello,
     We have removed you from all marketing that we can to no longer receive advertisements from RS Andrews.  I would like to note that we advertise in a mass market and that you may receive some sort of advertisement that we do not have control over.  Again, changes to remove you have been made to the best of our ability.  If you do however receive advertisement that is out of our control, please kindly discard.  Thank you. 

• Initial Complaint

  Date:03/06/2025

  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.

  The tech destroyed my furnace it caught on fire after he took out a fuse an messed up my whole furnace system an quoted me out a price after the fire melted ny components in the furnace then had the guall to wish me good luck I demand to be compensated for his negligence an stupidity it was just my thermostat but he never checked it wow I'm in disbelief

  

  Business Response

  Date: 03/07/2025

  Good Day **** my name is ****** *******.

  Service manager for RS Andrews in *******, ******** 

  I am sorry to hear of your frustrations with services provided to your home and I do hope you get them resolved quickly with the company that provided them to you. 

  Your complaint was filed on the wrong business and we will not be able to help get this resolved. This form is for RS Andrews in ******* and we do not have any affiliation with any businesses in ********. Please be sure to resubmit the issues to help get them rectified. 

  I wish you a wonderful day!

  Thank you for your time, 

  ******

• Initial Complaint

  Date:01/08/2025

  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.

  RS Andrews could not diagnose or remedy the issue so we a forensic investigation was done showing static pressure was far outside of the manufacturers specs due to numerous issues including: The return duct capacity was insufficient for 3.5 ton system. Further, the return duct attached to the top of the return plenum was incorrectly installed, choking off at the connection and further down the line, reducing the return air flow and increasing static pressure even more, causing performance, efficiency and capacity problems. The furnace was not sealed from the bottom pan to the blower compartment allowing attic air to infiltrate the blower compartment and mix with the return causing poor performance and contributing to humidity issues as well as indoor air quality issues from particulates getting past the filter and into the air stream. The front of the coil was not sealed to the furnace and air was escaping on the front. The furnace supply plenum was unprofessionally installed. The old plenum was cut very short and left installed on the new system. A new metal plenum should have been recommended, sealed and wrapped with R8 duct wrap. Similarly, the return filter box was installed incorrectly. The furnace opening is only approximately 14x24 so about 30% of the filter is out of the air stream. The duct board return plenum is inadequate.A report of these issues was sent to RS Andrews and they never responded. Their numerous failings are likely the reason to their refusal to respond to the list of incompetencies, which speaks not only to their incompetence and harmful business practices but to gross negligence and callous disregard for their customers.

  

  Business Response

  Date: 01/15/2025

  We have worked out a resolution to the customers satisfaction.  Thank you.

  ******* ******* (Operations Manager)

  Customer Answer

  Date: 01/15/2025

   
  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.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:11/14/2024

  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.

  Subject: Complaint Regarding Unjust $99.00 Charge by Plumbing Company Dear Better Business Bureau,I am writing to file a formal complaint against a plumbing company for what I believe is an unfair and unjustified charge of $99.00 for a recent service call.I contacted the company to repair a shower faucet, and before the plumber arrived, I had already identified the issue and purchased the necessary parts (a shower valve) from **********. When the plumber came at the end of the day, he did nothing beyond taking a picture of the faucet and charging me $99.00 for what was described as a "diagnostic." However, no actual diagnostic was needed, as I had already explained the problem in detail when I scheduled the appointment and had purchased the parts for the repair in advance.The plumber simply reiterated the information I already knew and gave me a quote for the job, which I found to be too high. I did not proceed with scheduling the repair due to the cost. I believe the $99.00 charge was unjustified, as no meaningful service or diagnostic was performed. This practice feels misleading, and I believe the company is taking advantage of customers by charging for unnecessary service calls.I am seeking assistance in obtaining a refund for the $99.00 and to bring attention to what I feel is an unfair business practice. I would appreciate any support from the Better Business Bureau in resolving this matter.Thank you for your attention and assistance.Sincerely,****** ******** Ph: ************

  

  Business Response

  Date: 11/19/2024

  The charge *********** is referring to was a trip charge and not a diagnostic fee.  In the recording of the call, our call-center representative explained the trip charge and $99 fee.  She also mentioned that if he was a smiley club member it would be $79.  She then explained that it would be the cost for the technician to come out, evaluate the issue and give a price for the repair or replacement.  She then proceeded to tell the customer in detail that if he accepted the work, then the $99 trip charge would be applied towards the job. The client liked this and agreed to the trip charge over the recorded phone call before we dispatched or set the call up. When our technician arrived onsite and as customer stated, we supplied a quote for the job which the customer did not proceed.  Thus, the agreed trip charge was given to the customer as agreed upon before the call was set up.  The trip charge would have been applied to the suggested work/quote for the customer supplied shower valve and would have been $99.00 less if the work was accepted. There will be no refund as the fee was agreed by the customer before we set up and dispatched our technician. Thank you.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22554507
  
  I am rejecting this response because:

  I must clarify several key points that highlight my dissatisfaction with how this situation was handled.
  The document I signed clearly states that I was being charged for a "diagnostic/service to evaluate and quote work needed." Unfortunately, no diagnostic or service was performed beyond the plumber taking a single picture, which took less than two minutes. I had already identified the issue, explained it to the plumber upon his arrival, and even purchased the necessary part in advance (as evidenced by my receipt). The only thing provided during the visit was a quote, which does not constitute a diagnostic or a service.

  
  Your response claims that the $99.00 charge was a "trip charge," yet this was not made clear during my interaction with your company. While I understand that your representative explained there would be a $99.00 fee during the recorded call, the purpose of this charge was described as being for the technician to "evaluate the issue and give a price for the repair or replacement." No evaluation took place, and nothing was done that I didnt already know or explain myself.

  
  Furthermore, your company forced me into a situation where I had no option to get a quote without scheduling a visit. I was not informed beforehand that the cost for the quoted job would be as high as $1,700 for a task I know can be completed for no more than $200. This practice is highly deceptive and places unnecessary financial burdens on customers by requiring them to pay for a visit even when no real work or evaluation is done.

  
  I find it disappointing that your company fails to recognize the lack of value provided in this instance. Charging $99.00 for a visit where no meaningful service was performed reflects poorly on your business practices and diminishes trust in your company.

  
  I remain firm in my belief that this charge was unjustified, and I respectfully request a refund of the $99.00. If this matter cannot be resolved amicably, I will proceed with sharing my experience in public reviews to inform potential customers of these practices. Additionally, I will take further steps to escalate this matter to the appropriate consumer protection organizations.
  I hope that your company values customer relationships and will reconsider its stance on this issue.
  

  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 11/26/2024

  Customer has been contacted and we have resolved this matter.  Thank you.

  ******* ******* (Operations Manager)

• Initial Complaint

  Date:11/05/2024

  Type:Sales and Advertising 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 Oct 29th a tech came to my house for a leaking water heater. He replaced a part and said the issue was resolved. I paid $453. 30 minutes after he left another leaked popped up outside near where he was working. I called RS Andrews about this and was charged $600 for this. The same evening the water heater leaked through my ceiling again. On Nov 3rd. A tech (****) came out and examined the issue said the water heater had a leak and needs to be replaced. The issue was not with replacing a part. If the original tech hadnt misdiagnosed my plumbing issue and simply told me that my water heater needs to be replaced I wouldnt have had to pay $1053 for work that had nothing to do with my issue. Ive called RS Andrews and spoke to ******** 3 days in a row. He promised a manager would call me back and has not. I am requesting a full refund of $1053.

  

  Business Response

  Date: 11/13/2024

  Hello, we have refunded the customer $453 for the ********************** heater repair.  As for the $600, this was a leak outside that had nothing to do with the water heater and was a different problem.  We will not be refunding this repair as it was a fair price for the necessary work completed.  Thank you.

• Initial Complaint

  Date:08/23/2024

  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 scheduled regular maintenance for our AC. The tech worked on our main floor and top floor units first. And actually got it working better! Then, he moved to the basement. After about 15 minutes of him being in the basement, my husband and I see the lights flicker on our main floor. The tech came running upstairs, as my husband was running downstairs to see what happened. The tech said I quote, "Oh man, I was working on your unit, and something happened, and it started smoking." My husband asked him to stop everything and call his manager. My husband spoke with his manager, *************************, at approximately 12:00 p.m. on Monday, August 19. During that call, **************** informed my husband that if it was the compressor, they would fix it. But, if it's the freon, they could not replace the freon because the unit is too old. **************** sent another tech out to our house that same day, and that tech said it was the compressor. But, then, he refused to fix it. My husband contacted the office again and asked to speak with the head of operations, *****************************. ****************** proceeded to give us the runaround from Tuesday through today, August 23, telling us he needed to talk to various people about the matter. As of today, when I spoke with ******************, he called us liars and is refusing to honor what **************** has already promised. Further, ****************** indicated that our basement unit was too old for them to work on, which is certainly not something we (as non-AC experts) would know. The onus was on RS Andrews to tell us our unit was too old to work on. But the minute they touched our unit, they took on the risk and liability of the consequences. Our two-year-old twins with breathing problems use that basement as a playroom. It is a fully furnished basement. And, it is summer in *******. The resolution I seek is that they restore our unit to the working condition it was in previously before their tech touched it.

  

  Business Response

  Date: 08/29/2024

    I would first like to note I in no fashion called anyone a liar. **************** and I were talking and when I told him what my tech told me was done he called my tech a liar and kept on repeating that.  I merely stated anyone can make that statement as I could say what he is saying isnt true.  I did not call him a liar I explained him calling my tech a liar can go both ways. There also was no run around. Once a matter is brought to my attention I will always talk with the customer, my managers and techs to make sure I have all the information I need to so the situation can be assessed and addressed properly.  My HVAC manager *************************** did not state he would fix the compressor at no cost.  He stated that if it were a contactor or condenser fan we could fix that for them at the normal fee.  He stated if it was freon or the compressor we could not accommodate as we do not work on or repair R-22 units.  We are not refusing to work on their unit just because, I want to note that as a company policy we do not repair or install  R-22 units as R-22 is now phased out.  That is what was communicated to both *** and *****************.  To address the matter at hand, when our tech went out to service the maintenance he did the upstairs unit first and all was well.  When he went to the main floor unit all was well. The Basement unit thermostat was not calling for air and the unit was not running.  Our technician set both thermostats to turn air on and after 15 mins the basement unit outside was smoking and making noise.  Our technician then turned off the disconnect at the outside unit to turn it off.  I would like to note that up to this point our technician did not touch this unit and only turned the thermostat to call for air.  No tools were connected or covers taken off until the unit was turned off at the disconnect after it started smoking.  That is when our tech connected his gauges to check the standing pressure which indicated low refrigerant levels in the system.  He then called his manager ****** and took off the electrical panel cover to confirm issue was not coming from there.  Tech brought customer outside with electrical cover off and gauges connected to show him that the issue was coming from inside the unit and not there.  Cover was placed back on, and ****** spoke with customer.  That is when our senior tech came out and confirmed this was a compressor issue and showed the customer the lose prongs on the compressor connector as well as the burn marks and that this could not be caused by just turning on a thermostat or by anything we had done.  We did not cause this 21yr old unit to fail.  This system is old and failed due to age.  

  ***************************** (Operations Manager)

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22186238
  
  My attorney will be contacting the business. Thank you. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/03/2024

  We haven't done anything wrong and stand by our statement.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22186238
  
  I am fine to close out this complaint as unsatisfactorily met. I dont need further response from the business through this channel. Ive already consulted with my attorney and a certified letter will be sent later this week. So all conversations can now go through him. 
  
  Thank you,
  
  ***************************

• Initial Complaint

  Date:08/10/2024

  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.

  RS Andrews installed new air ducts in our attic summer of 2021. We also purchased a new hvac system from them at the same time. We have had trouble from day 1 of this installation with condensation/ sweating of the unit, water coming through all ceiling vents, water bubbling down walls, water bubbling on ceilings. Weve peeled it back to let water run out. Weve cut the drywall around vents to let the water out. This is the third summer of this. We have mold. The technicians have taken multiple pictures of all these problems and still the service manager, *****, refuses to call. Last year they came out and spray foamed around vents. That did not solve anything. The technicians that are sent here tell us the ductwork was not installed correctly and that spray foam is not the answer. Pictures have been taken and shown to *****, and once again he sends the guys to come spray foam around the vents. ***** does not return my calls and does not come to the house to see the problem. ****************, ******** who answer the phone say theyll look into the matter and call me back. Its just a game they play. Nobody calls. But they gladly collect $199 for a service call they called it, when I called this year once again to see if someone would come out and look at the water coming in. **** shows up to drain water from the pan, and **** leaves my house with my air filter saying its dirty but he doesnt have a new one to put in for me. Its just such a runaround. This is the third summer we have water coming through from the ductwork. We want our ductwork fixed properly. I want a service manager to come out and see what kind of work was done and if it all needs to be replaced, then replace it. We paid good money and expected a good job. We have mold on our ceilings because theyre all wet from the ductwork leaking. How can they not care?

  

  Business Response

  Date: 08/15/2024

  We have spoken with ********************** going over her concerns and the resolution. She was happy with our recommendations and we have her scheduled her repairs. Thank you.

• Initial Complaint

  Date:07/10/2024

  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.

  HVAC Installed 4/2024 $13,000 plus TECHNICIAN has visited 4 times and the functioning has worsened each tech visit. They damaged my existing duck work because installing techs installed improperly with the temperature inside my home 2 days after install was 116 degrees Fahrenheit. Now system cannot cool the home with humidity in the 80% or higher. Today alone hvac trying to cool from 76 to 75 degrees F has not worked properly with HVAC running continuously for over 8 hours . Worst customer service I have experienced in my 59 years of living . I want a full refund and the carrier system out of my home now!

  

  Business Response

  Date: 07/10/2024

  Good Afternoon, 

  I am sorry to hear of your troubles with a new system. I do hope the company gets your complaints resolved quickly. The company you wrote the review on is RS Andrews of ***************. We are not associated with the company youre looking for in ********. The company you are looking for is actually ARS / Rescue Rooter , they own the tidewater RSAndrews in ********* 
  

  Thank you