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:06/09/2025

  Type:Billing 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.

  May 24th 2025 I was charged with a $106.92 to my credit card by this company, without any notification, receipt or confirmation. I don’t even know what it was about. I called the company they told me it’s the yearly membership fee. And I said I didn’t authorize this and I need a refund. They told me that I have used the free system check up and they can’t refund me. But when the company called to schedule the system check up they never mention anything about the membership. I thought it comes with the new AC system installed less than a year ago. This is very bad business practice without letting customers know about any of this.

  

  Business Response

  Date: 06/26/2025

  Chris H******* confirmed over the phone that this customer was paid. He took care of it.

• Initial Complaint

  Date:03/30/2025

  Type:Billing 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 used to use Auchinachie for routine maintenance on our ******* generator. The generator was running when the electricity was on, so we contacted them and they made a service call on April 15, 2024. The technician changed two cartridge fuses. Failure of the fuses occurred, so a second visit was made on May 1, 2024. No work was done at the time of the second visit because the plan was to change the fuses again. As far as we know, the company does guarantee their work.
  
  The invoice for April 15, 2024 #********* included a basic system service that the technician from another company who fixed the problem asserted was not done. A dispute of the charge with the credit card company was filed and has become permanent with no response from Auchinachie. On March 27, 2025, an invoice was emailed and on March 28, 2025 a phone call was made in which Auchinachie threatened to give the past due balance to a collection agency.

  

  Business Response

  Date: 04/21/2025

  Thank you for sharing your feedback. We take all customer concerns seriously and would like to address the situation in detail.
  On April 15, 2024, we responded to your call regarding your ******* generator, which was running despite there being no power outage. After diagnosing the issue, we found three blown fuses. Our technician replaced all the fuses, tested the system thoroughly, and confirmed that everything was functioning correctly. We also have time-stamped photos showing the generator and transfer switch operational at the time of our service. The invoice for this service covered the response charge and the repair work completed, which was paid and authorized by you.
  On May 1, 2024, when the issue reoccurred, we again inspected the generator and transfer switch. After additional testing, we determined that the cause of the fuse failures was related to an issue with the incoming power to the transfer switch, which was beyond our scope. We recommended contacting an electrician for further assistance and provided you with an estimate.
  We understand that there was a disagreement regarding the charge for the service on April 15, 2024, which included basic system service. However, as stated, the work performed was in line with the issues found, and the necessary repairs and testing were completed. We were unable to find any fault with our work.
  Even if you placed a stop payment on your credit card, please note that you are still responsible for payment. We did reach out to you on March 28, 2025, to follow up on the past-due balance. Please understand that our collection policy is standard procedure for overdue invoices, and we reached out in an effort to resolve the matter.
  We appreciate your business and would like to find a way to address your concerns. If you have any further questions or would like to discuss the matter in more detail, please feel free to contact us directly.
  Best regards,

  Thomas

  
  

  Customer Answer

  Date: 05/20/2025

  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.
  
  This issue has gone unresolved for entirely too long.  The false statements to continue with no apparent interest in finding a solution.  I am tired of the incorrect statements.  For example the statement that three fuses were replaced is absolutely false.  Three fuses may have been purchased when the trip to Oneonta was made but only two were installed.  The described conversation between me and the technician never happened.  At no time did he suggest that I needed a better workman.  He only offered to again replace the blown fuses at the same cost as his first visit.  I said no thank you and found an honest skilled workman.  Since the opposition has finally offered to accept a fifty dollar reduction in their outrageous bill, I reject that offer and consider the matter closed.  Since the company refused to respond to the credit card company, I accept their finding that the money is mine.
  
  Regards,
  
  ****** *******  

  

  Business Response

  Date: 05/29/2025

  We understand your frustration and have reviewed the situation thoroughly.
  To clarify, we have outlined the work originally performed at your home, which
  included identifying an additional power issue. As we mentioned, we recommended
  you contact your service provider to address this.While your credit card company has issued a credit, please note that this
  does not absolve you of your responsibility to pay the outstanding balance. We
  continue to stand behind our previous response, as we believe the work was
  performed correctly and in line with the original agreement.We are still open to resolving this, like explained in our last response, but
  we maintain that the charges are valid.

• Initial Complaint

  Date:03/26/2025

  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.

  On March 5, 2025, we purchased a new furnace from Felix R****** from Auchinachie Services in Binghamton, NY for $7,293. The furnace was installed on March 7, 2025. On the overnight of March 23, 2025 the furnace quit working properly. I called first thing Monday morning March24, 2025 to get someone out to fix it. The company did not have any technicians available until Tuesday March 25, 2025. Rashad F***** came to the house Tuesday morning. He replaced the computer board but that didn't make a difference. He said he didn't know what was the matter with it and would send out their master technician. James B**** arrived at 3:00pm He was unable to diagnose the problem. He was going to check with another technician and come back the next morning which would be Wednesday March 26, 2025.. It is now 3:30pm on Wednesday, March 26, 2025 , I just received a phone call from their office stating that someone would be out tomorrow (March 27, 2025) at 9:00 am. This Auchinachie company claims to have 24/7 service, we were also told at the time of the sale that they had multiple service technicians and service would readily be available. We chose this company because we thought we would receive excellent customer service and service would be quickly available. That has not been the case at all. We certainly overpaid for a furnace from this company that we thought was going to be a company that would take care of their customers and their products.

  Customer Answer

  Date: 03/28/2025

  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.  We filed a complaint on March 26, 2025 with Auchinachie Services. Complaint # ********. This complaint has been resolved to our satisfaction. Please disregard our complaint. Thank you for your time and support. ****** ******** 
  Regards,
  
  ****** ********  

• Initial Complaint

  Date:03/03/2025

  Type:Order 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.

  In 2023, our furnace died. The only company that was willing to install a furnace on short notice was Auchinachie. We were given installation quotes for three high efficiency furnaces, and paid 10,920.00 to install one.
  There was some discussion of condensate protection and the chance of condensate freezing. We discussed building a room for the furnace to keep it warm. The installers said that would make it hard to service the furnace and advised against it. They also said they didn’t want to install a condensate pan. They were experts; we believed them.
  The summer after the installation, the ceiling under the furnace collapsed, and required nearly $10,000 to fix. The contractor we hired to repair the ceiling thought the cause was a leak from the condensate line. Given the possibility of poor installation, we chose not to have Auchinahie return, and contacted a more local contractor to evaluate the furnace. They determined that a drip pan was strongly recommended, and that the condensate line was not properly installed, and fixed those problems.
  This year it was determined that the secondary heat exchanger was leaking. The cause of this was that a high efficiency furnace was not well suited for installation in an unheated attic. We asked about the construction of a little room but the room would still need to be heated, and would make further work difficult. Instead, we replaced the furnace with a less efficient device.
  When we asked about being released from the financing contract, we were laughed at. I was told that someone would contact me to discuss options; no one has done so. If they had said “we can’t install this furnace here,” and given us reasons, we would have believed them, they were the experts. Instead, they installed a device which was always going to cause problems, without any of the mitigations which were recommended, and now refuse to let us out of the contract.

  

  Business Response

  Date: 03/28/2025

  Thank you for bringing your concerns to our attention. We
  sincerely regret that you’ve experienced issues with your furnace installation
  and subsequent complications. We take all feedback seriously and want to
  address your concerns thoroughly.
  To provide some context, our team installed your furnace on
  March 1, 2023. During our discussions, we explained that building an enclosure
  for the furnace was necessary to prevent condensate freezing. This was not
  optional, it needed to be done by you or another party, as it was outlined in
  the contract. Unfortunately, it appears that the enclosure was not built as
  required.
  We also understand from your complaint that the problem with
  the ceiling collapse was attributed to a leak. After reviewing the situation,
  we note that you contacted another contractor who identified a leak. However,
  based on the details we have, we were not made aware of this issue until until now..
  Furthermore, when you contacted us on February 17, 2023, to
  discuss the replacement of the unit, we were not informed of any ongoing issues
  until the problems with the furnace were well beyond the initial installation
  period. We would have gladly addressed these concerns if we had been made aware
  earlier, as we value the opportunity to resolve any issues.
  Unfortunately, the installation of the furnace was carried
  out according to the agreed-upon terms, which included the understanding that
  the enclosure was to be built to protect the unit. As the enclosure was not
  constructed, and another contractor took out the furnace we installed and
  replaced it without us knowing, we are unable to offer a resolution regarding
  the removal from the financing contract.

  
  Best regards,

  ****** ***********

  
  

  Customer Answer

  Date: 04/02/2025

  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.
  It was Auchinachie technicians - the same guys who installed the furnace - who stated that they didn't think a "little room" was a good idea, and would make maintaining the furnace more difficult in the future. It was those technicians who, when we asked about condensate mitigation - also in the contract - who said they didn't think we needed it, and told us that there was "nothing wrong" with the furnace. Finally, it was the same technicians who refused to remove the old furnace from the attic - also in the contract! - a task which took another group less than 5 minutes, resulted in no damage or injury, and was possible to accomplish through the access port which we had constructed specifically for the work on the furnace. 
  
  
  Regards,
  
  
  
  **** *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/09/2025

  While reviewing our records, I saw that you called to ask
  about installing a neutralizer condensate pump, based on a recommendation from
  your septic company. Here are the notes from our return visit on March 1, 2023:
  Spoke with the customer about adding a neutralizer condensate
  pump to the condensate line. We explained that it shouldn't be installed until
  a room is built around the furnace to help retain heat, so the neutralizer
  won’t freeze. The customer agreed with our assessment. The drain line is
  properly pitched, if it wasn’t, the furnace would not operate correctly and
  would throw error codes or result in no heat calls.
  I originally overlooked this part of the visit, but after
  reviewing everything more closely, I want to point out that our signed contract
  clearly states that an enclosure needed to be built by the homeowner or others to
  protect the furnace. That requirement was discussed prior to the install. When
  we returned a few weeks later and saw that the enclosure still hadn’t been built,
  we explained again that it was necessary, which is why we didn’t proceed with
  installing the neutralizer pump at that time.
  With all of this in mind, and based on the agreed-upon
  terms, we still aren’t able to make any changes to your financing.
  

• Initial Complaint

  Date:01/29/2025

  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.

  Furnace stopped working in September. They came in October, cleaned furnace, got it running and charged me apps $680 for “silver medal cleaning”, a product with a 1 year warranty. My furnace stopped working after 2 days. I had them come back and they told me it was in bad shape and needed to be replaced. The mother board would cost $5000, but might not fix the problem. They said I needed a new furnace, it would be $10,000. Conveniently, they had a salesman come to my house, telling me they could finance. I let them know I do not have a good credit score, and would likely not qualify for financing. I did not qualify for financing, asked them to shut off gas to furnace, they said they did shut it off and then left me to figure it out my heat situation myself. I requested that they return my money as they appeared to be there solely for the purpose of making a sale and left me without any functional heat. The issues should have been brought up on the first visit, and they left the gas running in the furnace, when I asked them to turn it off. After repeated calls, my call was returned and the representative told me I didn’t understand, and it’s not their problem that I have bad credit or no heat. He said it was perfectly fine for the gas and pilot light to be on in a non-operational furnace, and that my problem was absolutely not their problem. This company is awful.

  

  Business Response

  Date: 02/18/2025

  When we arrived in October, the furnace was in poor condition due to unsanitary conditions. There was significant dirt, dust, and excrement in the unit because of the chicken in the cellar. We cleaned the furnace to the best of our ability, got it running, and left it working for over 2 days. Unfortunately, when we came back to test it again, additional mechanical failures were discovered that required further repair or replacement. This is not something we could have predicted from the first visit. We went above and beyond to get you heat, despite the financial situation you described. We have before and after pictures that show the lengths our technician went through to clean the furnace and get it running. The tech worked hard to ensure you had heat, given your circumstances. When we presented the option to replace the furnace, you chose to explore financing, which was then declined. At that point, we made a second visit to try to resolve your heat situation, but when we gave you the pricing, you declined to move forward. You’re requesting a refund, but that’s not going to happen. We did the work agreed upon—cleaning and getting the furnace to a functional state, which we did. The money you paid covered that work. You were informed of the need for additional repairs and options for replacement, but you chose not to proceed. It’s unreasonable to expect a refund for the work we completed. We’ve gone above and beyond to try to help, but it’s clear there’s a lack of understanding on your part about what was done. We are not in a position to refund for work already completed, and we won’t be revisiting that issue.

• Initial Complaint

  Date:01/16/2025

  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.

  Company came to diagnosed furnace issue, told us it was the control panel. They replaced it to find that it did not fix the problem. Then told us it was the heat exchanger and we needed a new furnace. We bought a new furnace from them, old furnace was removed by them with new control panel on it, to find that the new furnace had the same issues. Turns out it was the roof jack not positioned right. They repositioned the roof jack and new furnace started to work. We had paid for the new control panel that was never used and was taken with the old furnace. I have called 3-4 times in over a month asking for a refund on the control panel that we did not need or use or had. I was told each time that the install manager would call back but they have not called back and I am tired of the company not responding to my concerns. We are seeking a refund for a part that we do not have, that did not fix the problem, and that was not needed. We paid over $8,000 to this company and we are only seeking a refund for the portion of the control panel which was a charge of around $750. Part of this fee was for the installer to install the new part and make sure it was working, but the furnace did not work after it was installed.

  

  Business Response

  Date: 02/10/2025

  Dear Mr. ******,
  Thank you for sharing your concerns. We appreciate the opportunity to address the issues you’ve raised.
  When we first diagnosed your furnace, we found that the control board was not receiving power properly, and we presented the option to replace it, which you agreed to. After replacing the control board, the unit continued to shut down. At this point, due to the age and condition of the system, we discussed the option of a new furnace, and you chose to move forward with that replacement.
  Upon start-up of the new furnace, we identified an additional issue: the venting at the roof had been damaged by a roofing contractor. We adjusted, repaired, and attached  to the roof jack, which resolved the problem, and the new furnace began working properly.
  Regarding the control board, we acknowledge that it was not used after the new furnace was installed, and we understand your concern. Mike, our comfort Advisor, offered you a 5% discount for the service call as a “Customer Loyalty” gesture. We recognize that this situation has caused frustration, and we would like to resolve it promptly.
  The cost of the control board replacement was $635.26, and with the discount, the price you were charged for the replacement was $241.26. After reviewing your concerns, I will agree to credit you back $100 for the unused control board.
  Thank you again for your patience, and we hope this resolution is satisfactory. Please reach out to us directly if you have any further questions or concerns.
  Best regards,

• Initial Complaint

  Date:09/25/2024

  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.

  3 1/2 yrs ago, auchanachie put in a new duct system and a new central air conditioner. the duct system was not properly installed and did not resolve the problem. for the last 3 seasons i have used window ac units. auchanachie has sent technicians to look at the problem. everyone has given a different answer, from there is nothing wrong, it was not installed properly, it will never work, etc. i have called auchanachie several times and have spoken to jeff, he does not return my calls, or when he does he says that he will call me back. which he does not. i spent around sixteen thousand dollars on a repair that does not work. i feel that i have been patient, but 4 years is really terrible service. i hope you can help me with this situation. i did a complaint last year with bbb, but never was told of the results. thank you

  

  Business Response

  Date: 10/17/2024

  Dear BBB,I have received the complaint filed by ****** ******** and have thoroughly reviewed the matter with all employees involved.
  Here are the details:In 2021, we repaired ductwork under Laurie’s
  trailer that had been damaged by animals. The original system was made from an
  old duct board and flex duct. Two months after the repair, ****** inquired
  about installing AC to her furnace, which we completed. However, just two
  months later, the ductwork was again destroyed by animals. We provided a quote
  and specially ordered the necessary parts to reinstall the ductwork.A year and a half later, she contacted us
  about her AC not working, and we identified the problem as a thermostat issue.
  After jumping the thermostat to ensure everything was functioning properly,
  ****** decided to replace it herself. About a month later, when the AC wasn’t
  cooling correctly, we discovered that the flex duct connecting the main trunk
  line to the registers had been torn up by animals yet again. We provided a
  quote for the repairs, which she declined.Despite this, we returned multiple times, and
  as of a week and a half ago, we completed all the necessary repairs for the
  animal damage—at no cost to her.I believe my team has gone above and beyond
  addressing an issue that was outside the scope of our original work and beyond
  our control. It would have been appropriate for ****** to present all the facts
  in her complaint. All work is now complete, but if animals cause damage again,
  she will be responsible for the repair costs.If you have any further questions or need
  additional information, please do not hesitate to reach out. Thank you for your
  time.Sincerely, Chris H******* General Manager

• Initial Complaint

  Date:08/31/2024

  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.

  Bad customer service. Received a quote for heating system. Tried numerous times to contact them to make upgrades that we knew would cost additional money. No returned calls or emails. Normally wouldn’t care but have my mom here on hospice. We need a warm home

  Customer Answer

  Date: 09/06/2024

  The consumer contacted BBB by phone and indicated that the matter had been resolved.

• Initial Complaint

  Date:05/17/2024

  Type:Billing 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 complaint is relatively simple. I called this company, when my furnace stopped giving heat. On April 26th, Rasheed and Matt arrived. DIAGNOSIS: Furnace needed a new igniter. They went to a store and came back with the new igniter. Matt installed the igniter. I was charged $590. 76;? Vwritevthem a check, paid in full ! They DID NOT give me a receipt and I neglected to ask for one ( shame on me and shame on them). An itemized statement for the customer should be automatic. I n thie past week, I have contacted them twice, politely asking for an itemized statement, to have for my records. Today, May 16, 2024, they emaiked a response telling me that they are a “flat rate” company and their “bookkeeping “ process DOES NOT allow them to give out receipts/ statements. I’ve NEVER heard of anything so ludicrous, lame and totally unacceptable. Even if someone were to use a paper and pencil, would be acceptable. All I’m asking is that the BBB have them comply with my request and give ne a statement !!!!….. Who ever heard if a legitimate company, worth their salt, that won’t give a customer an itemized receipt for services rendered !!???. Thir reasoning is TOTALLY unacceptable and makes ZERO sense !!

  

  Business Response

  Date: 05/20/2024

  Dear ****,I am in
  receipt of the complaint filed by ******** *****. I reviewed the complaint
  thoroughly with all my employees who were dealing with ********. Here is what I
  discovered about her complaint:According to
  our records, ******** called us at 9:02 am on April 26, 2024, for no heat.
  Rashad and Matt, two fully qualified technicians with many years of experience
  in resolving similar problems, were dispatched to her home at 9:25 pm that same
  day.Rashad and
  Matt arrived and investigated the reason why ********'s heating system was not
  working. Once they discovered the issue, they presented ******** with a
  proposal and pricing for the necessary repairs. At that time, ******** signed
  the proposal and authorized Auchinachie to proceed with the repair.I find it
  confusing that two week after the repair, she is requesting an itemized bill.
  If she was concerned about this, why didn’t she ask after receiving our
  proposal with the complete job price? If she had asked, we would have informed
  her that we are a flat-rate company, and our pricing procedure is one complete
  price. She could have rejected our proposal, and we would have moved on.In conclusion,
  we provided two professionally trained and educated technicians to perform the
  service she requested. These technicians provided a service that ********
  signed off on. We charged her fairly and accordingly for the work completed
  during that call. We treated ******** in the same professional manner that we
  treat all our customers. We evaluated her problem, proposed the necessary work,
  and presented the pricing—all before any work was completed. At this time, we
  will not be restructuring our billing process or itemizing her bill. If you
  have any further comments or concerns, please feel free to reach out to me.Thank you.Sincerely,Chris H*******

• Initial Complaint

  Date:04/10/2024

  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.

  On 4/1/24 I called Auchinachie to service a clogged drain and pipe with hairline fracture in it. They showed up and quoted me a price about 4800 for both jobs. As i was desperate with kids in the house and not able to use my sink I agreed to let them proceed. They addressed the pipe first, replacing 6ft of PVC and then made an attempt at the clog which failed. They offered to put holes in my foundation to continue the troubleshooting but I had to stop them there. When I asked for a refund they said they could take half off the charge for the clog which went from $980 to $490 for not clearing the clog but that was it. So I was then stuck with a 6ft piece of PVC that I could not even use. At this point I made several attempts to speak to someone to dispute my bill since I was in the exact same spot with a $4000 dollar bill now. Once the service manager got back from vacation and took two extra days to call me (I made over 10 phones calls to them) he said he could remove the charge for not clearing the drain, the $119 for them parking in the driveway, and 10% off the pipe install. With all this plus tax it still comes out to $2,916.00 for 6ft of pipe that a few days after all this had to be ripped out anyways. The pipe install was not the issue, ****-****** techs found I had a failed dry well and offered reasonable price to reroute my plumbing the right way to my septic. They did all this and finished the job in a matter of 3 days. So in the end the Auchinachie techs came to my house, new I was stuck with no water and upcharge a 6ft section of PVC, on top of that the service manager was completely unreasonable and refused to come any lower that $2916, at which point I had to get off the phone with him. I am unable to get an itemized list of how they came to this price because they are a "flat rate" company. So I dont understand how 6ft of PVC can cost $$2916?

  

  Business Response

  Date: 05/06/2024

  
  

  I am writing to address the
  complaint lodged by Mr. ****** ********. Upon receiving notification of the
  complaint, I personally reviewed the details of the case with all employees
  involved to ensure a comprehensive understanding of the circumstances
  surrounding Mr. ********'s service call.
  

  On the morning of April 1, 2024,
  Mr. ******** reached out to Auchinachie Services reporting a clogged drain and
  a burst pipe located in his basement. In response, we dispatched our highly
  skilled technicians, Chase and Andrew, both of whom possess extensive
  experience in handling similar plumbing issues, to Mr. ********’s residence at
  2:30 PM the same day.
  

  Upon their arrival, it was
  observed that the situation was more complex than a standard clog. The 1.5-inch
  line had suffered multiple breaks and was temporarily secured with electrical
  tape, a solution insufficient for the demands of proper plumbing standards. To
  effectively clear the drain and ensure functional integrity going forward, it
  was imperative to first replace the compromised piping. Understanding the
  urgency and scope of the task, our technicians promptly provided Mr. ********
  with a detailed proposal. The proposal, which Mr. ******** reviewed and
  approved, included the replacement of the damaged line and subsequent clearing
  of the drain at a total cost of $4,007.34.
  

  As the work commenced, Chase and
  Andrew faced significant challenges with the drain cleaning equipment due to
  unexpected complexities within the piping system. Their suspicions that the
  line might lead to a dry well prompted them to seek further clarification from
  Mr. ********, who confirmed that he was unaware of a dry well on his property.
  To resolve the issue comprehensively, our technicians suggested a minor
  demolition task to remove paneling that obscured the pipe's path.
  Unfortunately, Mr. ******** declined this approach, which halted any further
  diagnostic efforts and left significant uncertainties unresolved.
  

  Considering these events, our
  team made every effort to communicate effectively with Mr. ******** and address
  any residual concerns. My service manager, Tom, who was on vacation during the
  initial service call, personally reached out to Mr. ******** upon his return.
  Despite the services being partially completed due to the unforeseen
  circumstances and Mr. ********’s decisions, Tom offered a generous 33% discount
  on the overall bill, reducing the charge to reflect only the work that was
  definitively completed and to acknowledge the inconvenience experienced by Mr.
  ********.
  

  Further communication records
  show that Mr. ******** expressed gratitude for our willingness to adjust the
  billing and recognized the necessity of the work performed. This interaction
  suggested a mutual understanding and resolution had been reached.
  

  After reviewing Mr. ********’s
  letter to your organization, it is clear there was a misunderstanding regarding
  his property’s plumbing system, specifically the presence of a dry well, which
  was crucial to diagnosing and resolving the plumbing issues effectively. Had we
  been granted permission to remove the paneling and fully inspect the system, we
  believe the same conclusions reached by our competitor could have been drawn
  sooner.
  

  We at Auchinachie Services are
  committed to upholding the highest standards of customer service and integrity.
  We deeply regret any inconvenience Mr. ******** may have experienced and are
  eager to provide any additional information or clarification as needed to
  resolve this matter to everyone's satisfaction.
  

  Thank you for considering this
  response. We appreciate the opportunity to explain our side of the story and
  look forward to your guidance on any further steps required.
  

  Sincerely,
  Chris H*******
  Vice President  

  Customer Answer

  Date: 05/06/2024

  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.
  
  
  
  To clarify your response,
  the pipe with the multiple breaks was not wear the clog resided. This was expressed
  to the technicians on site and I explained to them the clog resided further
  down the line as I showed them with my 15ft drain snake. The breaks in the pipe
  were a symptom of the clog over time.
  The proposal was
  agreed upon considering they would find out what was wrong and fix it. Part of
  the agreed price was that they would find the clog, however after they gave up
  with the drain snake the next suggestion was to remove paneling on the walls in
  the basement and drill into my foundation. Both the techs and I walked around
  the basement and outside area all around the foundation of the house. I
  declined this because I didn’t want a breach in my foundation, and they were
  going to increase the price another $1,800.
  The “generous” 33%
  discount was after I made multiple attempts to reach anyone in charge and that
  still left me with a $2,685 6ft piece of pvc which I find to be grossly over
  charged, not to mention I still could not use the pipe because the drain wasn’t
  fixed.
  I do understand I agreed
  to the price but that was on the condition the work would get done, which it didn’t.
  Your technicians failed to discover the drywell, that was done by ****-******
  WITHOUT having to ruin the foundation to my house.
  I have also made
  multiple attempts to get an itemized bill for the work preformed which has been
  denied multiple times. I spoke with Tom again who offered to take the price to
  $2,300 however I still feel this is extreme price gouging for work that was not
  done.
  I would like Mr.
  H******* to provide an itemized bill for the work that was actually performed at
  my residence. I intend to file a complaint with the NYS Attorney Generals Office
  to further express my point if a more reasonable price for the work preformed cannot
  be reached. 
  
  
  
  Regards,
  
  
  
  **** ********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 05/20/2024

  
  
  I wanted to inform you
  that we have reached out to ****** again and successfully arrived at a fair
  resolution for both ****** and Auchinachie Services.
  
  As of today, there are no
  longer any disagreements between ****** and Auchinachie Services. If you have
  any further questions, please feel free to contact me by email or phone.
  
  Thank you for your time.
  
  Best regards
  Chris H*******
  Sr. Vice President