Complaints

This profile includes complaints for Andersen Heating & Cooling, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Andersen Heating & Cooling, Inc. has 2 locations, listed below.

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  Andersen Heating & Cooling, Inc.

  PO Box 481906 Charlotte, NC 28269-5318

  
• 

  Andersen Heating & Cooling, Inc.

  9800 Twin Lakes Pkwy STE C Charlotte, NC 28269-6602

  

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:08/30/2022

  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.

  My experience with ******** Heating and Cooling has been an absolutely horrendous experience from beginning to end. I contacted ******** ******************************************* to replace a constantly running AC unit that was not holding the temperature. The owner ***** (previously the salesperson) had quoted an identically sized unit (3.5 ton). A different salesperson, **** reviewed *****'s quote and re-quoted me a 4-ton unit; he told me to trust him that 4-ton unit would address my issue. I agreed, and the new unit 4-ton unit was installed. The new unit that ******** installed constantly ran 19 -23 hours daily. I reported the matter to ******** ***************************** They sent two separate technicians that could not figure out the issue. The owner ***** came to evaluate the problem and showed up extremely defensive regarding the matter. I told him that the unit was running all day, and his response ... it's supposed to do that. Everything that I communicated to him as a problem, he defended rather than taking ownership of the issue. The owner and tech came to my residence and stayed for over 7hours attempting to troubleshoot the issue. They left without resolving anything and suggested that I continue with their trial and error guestimate. The unit would not hold the temperature nor cool the home. Although I called ******** Heating and left messages, my phone call went unreturned for over a week.When I finally got ******** on the line, she told me they were waiting for **** to come back from vacation to look into the issue. During the hottest part of summer, when temps climbed to 98+ degrees, their solution was to ignore me until employee **** returned from vacation. We agreed that they should collect their unit, and I will work with a different company to address my issue. They collected their unit on 8/4/2022, and it was agreed that they would refund me once the unit was collected. It has been 25 days of getting the runaround, and I still have not received a refund.

  

  Business Response

  Date: 08/31/2022

  Andersen did install a unit at *************************** house in June of 2022.  There were several complaints of the unit not being able to keep up and continually running prior to installing the new unit.  AHC performed a load calculation on the home  and this  calculation determines what size of unit we can install in ones home.  After performing the calculation, Andersen and *********************** agreed upon installing a half ton larger than what was currently there.  After installation *********************** complained of the unit still being undersized and continually running and not keeping up.  The owner ***** and another technician went out to the home to analyze the situation and try to help solve *************** problem.  It was determined that the equipment is properly sized for the design criteria as mandated by ** mechanical code.  *********************** just wanted us to remove the equipment and get a full refund.  Andersen Heating and Cooling after many discussions with *********************** agreed to remove the equipment and refund her money. We removed the equipment on 08/04/2022 and refunded the amount of $3,254 to her credit card and filled the paperwork with Synchrony for her refund.  In the process *********************** processed a fraud claim with Synchrony on the amount that was owed to her.  This is not a fraud claim.  This is a refund claim, which we started the transaction on.  We have had to undue the fraud claim since work was performed.  It has taken sometime on Synchrony's end. We spoke with Synchrony again on August 30th once receiving this complaint to see what the hold up was.  Synchrony has a documented list of our many conversations with them to undue the fraud claim and make this a refund since again work was performed.  If this had not had been reported a fraud claim through Synchrony on *************** part this would not be an issue.  Synchrony is telling us *********************** should receive her refund in the next 5 business days.