ComplaintsforR.S. Andrews Plumbing, Heating & A/C

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  08/29/2024

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

  

  Business response

  09/03/2024

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

  Customer response

  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

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2022, we bought a new HVAC from RS Andrews In *************. We were offered a one year warranty on the system and spent over $8000 on it. Summer of 2023, we had a technician come out 12 different times until finally a supervisor came out. The system was not working and our house was 80 degrees all day every day in the summer. The supervisor eventually determined that the system was not hooked up properly when it was installed. The temperature went down a little bit, but we are having the same issue again this summer. I am not paying for a technician to come out for to fix the problem, as it was never fixed to begin with. We called the company June 5or 6, and were promised that a manager or QA would call us and we still have not received a call. They are not waiving the dispatch fee for the issue that has been going on for over a year and a half and I am tired of waiting for a call that has been promised multiple times.

  

  Business response

  06/08/2024

  Good Afternoon, 

  I am sorry to hear of your troubles and hope you find resolution with the company your doing business with. The complaint lodged with the BBB is on the wrong company. This is RS Andrews of ******* and we do not have business in ** or are affiliated with any companies in VA. 
  

  *************************;

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a heat pump /ac unit from RS Andrews as ***** as a new panel box and hot water heater. The amount was $21,488. It was purchased in January 2024. Since then the unit has had issues. Employees have been out 5 times as of today. I have a disabled son who is terminally ill with sickle cell and is on oxygen. This made it very hard for him to breathe. I also have a 16 yr old asthmatic and being without air has caused her to have to use her inhaler because it triggered an attack from the heat. I am also disabled and having a heart procedure tomorrow, May 7, 2024. I paid for this as an investment and I no longer want this unit because it has had to be repaired more than enough. The unit is not good and I would like for them to honor their guarantee of 100% return of my money because the problem cannot be solved and I no longer can depend on it. I am not comfortable with a unit that has had to repaired over and over and over and it is brand new. Supposedly brand new. It is not ok for my kids to suffer and have no air especially in the heat that we have had. It is also past inconvenience when I have to continually stay home and wait for techs to come out over and over again. I am a single mother with a disabled child as I previously stated and I cannot provide for him as a mother when this is going on. This is beyond bad customer service.

  

  Business response

  05/20/2024

  We are working with the customer to resolve this issue.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2023 our furnace went out and wasn't heating the home. I then contacted RS Andrews and scheduled an appointment to check the heating system, when the tech arrived I informed him that the air conditioning unit was fine, but the furnace had stopped working. After checking the heating system unit I was informed that it would be more cost-effective to replace the heating system instead of fixing it. RS ********* sales-person offered a price to replace both the A/C and heating units, even though the tech said the A/C was okay and operable and it was, had no problems with the air conditioning unit. I was offered RS ******'s financing, which I was denied even with good credit. I then purchased a heating unit for $3,788.00 which was placed on a credit card. While installing the new furnace the technicians damaged my A/C united and did not inform me of what they did. During, April of 2024 I turned on the A/C for the first time this year, it started blowing warm air, which was very unusual it was working fine before the furnace install. I contacted RS Andrews and was told a tech would arrive to check the A/C at no charge. Sunday the tech scheduled to arrive called me and said his manager would not honor the free inspection and said I would have to pay him $300.00 the appointment was canceled I then contacted a different company who checked the A/C unit and discovered the unit had been damaged. RS Andrews furnace installers punctured the coil pack causing it to leak oil when the system is turned on. They covered up the parts that they had damaged with insulation tape. When I contacted RS Andrews and explained the damage the customer service agent refused to place a supervisor on the line, was told that a supervisor would call me, been weeks I haven't received a call yet.

  

  Business response

  05/02/2024

    When we replaced the furnace, we also gave the option to replace the ** and coil but this not accepted by the customer.  The ** and coil are contractor grade from 2011 (13yrs old) and the evaporator coils average life span is 10yrs as they start to rust out causing leaks.  We are willing to help the customer out on price to change out the coil since they are a customer and purchased a furnace.  All pictures on the account from before and after furnace installation show the system was not manipulated in anyway.  We just sealed up the connection between the new furnace and the old coil with new mastic and tape per code. We would also like to note that we did not cause any damage to the coil, it is 13yrs old and rusted.  The old coil sits on top of the furnace sealed.  We removed mastic and tape, slid old furnace out and slide new furnace in, reapplied mastic and tape resealing the system.  We did not apply any tape to any part of the coil.  We did not cause the 13yr old coil to rust.  We would also like to state that the $300 reported for this call is incorrect as this was an after hours Sunday call and the charge for this after hours call was $159.  We have caused no issues to a 13yr old coil, all we did was change out the furnace.
  
  

  Customer response

  05/07/2024

   
  Complaint: 21648383
  
  I am rejecting this response because: The a/c was working properly and without issue before the furnace install, the installers that arrived for the furnace were unprofessional, loud and constantly dropped long metal pipes on the floor of the attic during the replacement. The two installers arrived in seperate vans, one these van didn't have a license plate on it, when I tried to leave a comment on the furnace install the men that arrived to my home weren't listed as employee's on R.S. Andrews website do to this I was unable to leave a bad review. Damage to the A//c coil was do to a puncture hole in it not from age or rust. I'm requesting R.S. Andrews to repair the damaged coil pack and add refrigerant, I CAN'T AFFORD A NEW A/C UNIT, the sale agent was informed of this as well, i'm a senior on a fix income, and credit cards have a limit. Since ***************** installed my water heater 2 years prior I thought they were a reputable company, they have shown that they are not, I will not do business with this company ever again. 
  
  Sincerely,
  
  *************************

  

  Business response

  05/16/2024

  We will continue to stay with our original statement regarding this issue as we did not cause a 13yrs old coil to rust or leak.  The offer still stands to replace a 13yr old coil at a discount because they are our customer.  Thank you.

  Customer response

  05/17/2024

   
  Complaint: 21648383
  
  I am rejecting this response because: ** ****** installers intentionally damaged the A/C coil by punctured the coil pack with the metal pipes the installers dragged throughout my home. Not due to the age or rust, damage was due to a hole in the coil pack. As I stated before in this BBB complaint and to the ** ****** sales person I'm a senior on a fixed income I can not afford a new A/C unit even with a discount. I will contact the ************************** to file a complaint along with a complaint warning to the AARP's senior fraud department. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the day of 2/20/2024 I had a technician, by the name of *************************, come out to service my mini split. I also arranged for him to look at our dual HVAC systems, as it was about time for them to be serviced. ************************* went and serviced our HVAC unit upstairs and claimed that he had found black mold and a carbon monoxide leak in both units. As a mother of small children and a wife/caregiver to a Purple Heart Veteran, safety is my number one priority. Especially air quality as the majority of our time is spent indoors. He continued to use his scare tactics on me and even had the audacity to show me pictures that werent even of my house, nor of my unit. We then met with his fast talking friend who tried to get us to pay $30,000 to RS Andrews to replace our entire units. I decided to meet with other HVAC companies to compare. 5 companies! Yes 5 different companies came out and told me, and 3 of them even took me to the attic to show me, the gross and blatant lie that ************************* told. There is absolutely NO leakage of Carbon Monoxide, there is no mold/growth anywhere, and the units themselves are in wonderful shape. What this company is allowing its technicians to do is fraud. The company itself is permitting fraud and therefore is an active participant of fraud. I was shown fraudulent pictures, I was blatantly lied to, and he attempted to manipulated my family with a false scare tactic. This is unacceptable.

  

  Business response

  02/28/2024

  Good Afternoon, 

  I am very sorry to hear of the troubles that youve had with getting good service for your home and family. Its a terrible thing when the industry gets a black eye from a specific or certain individuals.

  I do hope you get resolution, and the company takes this complaint seriously. The business that you have made the review on is RS Andrews in *******, we are not affiliated with any companies in ********. 
  

  I think you can work with the BBB to find and review the correct company. 
  

  *************************;

  ************ 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Nov 29, 2023, one of the water heaters was leaking. I called RS Andrews, and they sent a rep out at approximately 1:15pm, The rep recommended that I replace both units and since they were the same age I agreed. He gave me an estimate of $7135. I thought that was high and asked for an invoice or something in writing that I could use to check prices on-line. I was told that would be provided at the completion of the job. Since one of the units was clearly leaking, I made the decision to proceed to prevent flooding of my basement. At completion, I paid the $7135 via check. I called RS Andrews on Nov 30 at 8:32am, having been disconnected at 8:23am. I asked to speak to ***************************. He is listed as General Manager and Customer Contact on the ******************** listing. I was told he was not available, and my request would be sent to a Plumbing Supervisor. I expressed my disappointment that ******************** or someone in management was not available to speak to me. Having received an invoice at about 6:30pm, I did indeed check prices and believe that RS Andrews overcharged me for installing two Rheem 40-gallon hot water tanks. I have used RS Andrews in the past, and as a returning customer, I expected to be treated as a valuable customer. I believe the price I paid was excessive. I would like an adjustment and a refund. Not having heard from anyone within a reasonable time, I am sending this complaint via BBB in hopes of receiving a just resolution.

  

  Business response

  11/30/2023

  Our Plumbing manager called ************** and we have resolved the matter at hand.  This problem arrived on our end that when multiple water heaters are purchased it adds a discount to the invoice automatically and our tech did not catch the mistake.  This did not auto populate on our technicians tablet and the full price was given to the customer.  We have corrected this issue on our side from an IT point of view and we are refunding ************** $951 for the discount that she was supposed to receive.  I apologize for the inconvenience to ************** and a refund check will be sent out.  Thank you.

  Customer response

  12/01/2023

   
  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

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to the business before contacting BBB and they have failed to respond on their end! Now have taken out 2 monthly payments after requesting the last monthly payment be returned and cancel my services!! A rep ******** came out to my home and was so called cleaning the a/c or whatever and the. It stopped working. All she did was keep trying to sell me stuff! I have been with RS Andrews over 10 years in 3 different house and even had my mom get you guys as her service provider. After having my a/c stop working the same day while she was here I spoke to a supervisor who then sent someone else out here and they just tried to sell me stuff. My a/c wasn't working still and you thought it was a good idea to send ANOTHER sales guys out here for a brand new unit and need to put in a new return in my room. My a/c unit is a newer large unit and you tried to tell me other wise because what? I'm a single woman with kids desperate to get the air back on in my home? So I called another company to come out for a second opinion and all I needed was 2 gallons of Freon? You should be ashamed of yourself! Whatever Valencia did caused her to drain the Freon or whatever and kept telling me I need another unit! I contacted you immediately after the charge and you said you would give me my money back and cancel the acct!!! **** here it is over a month later and another charge hitting my account! I want my money back NOW!

  

  Business response

  10/30/2023

  Good Morning!

  I am sorry to hear this client is having a hard time with their service provider and I hope they get it resolved soon. This complaint however is not against our company of RS Andrews in *******, the complaint is for a property in ******** and we are not associated with them at all. 

  Please resubmit to the proper company, thank you and have a great day!

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have enjoyed a relationship with this Company that dates back over two years. As both a residential and commercial customer, I have spent over $25,000 with this Company during the last 12 months. On a routine maintenance call to replace a thermostat recently we were told that they "didn't carry thermostats on their trucks" by the technician that we would need to go "buy our own". This is the second time this has happened with the Company. After securing the device and having them come back to install we were told that we had bought the "wrong device" and would need to get another and couldn't be scheduled for replacement for another four to five business days. When the issue was escalated to the Company through **************** we were told that we "should have bought the thermostat from them and it would have been right". After explaining that we were told that the technicial told us they didn't have them on the truck we would need to buy it the **************** agent deflected the call to Management. The Manager (***********************) proceeded to get irate with us as "irrational customers" who clearly didn't buy the right device and became hostile. After going back and forth listening to his berating language, to include profanity towards a female member of my team, as the owner I called to speak to him. I was abruptly told without discussion of the situation that we had been placed on a do not service list that we weren't preferred members on their maintenance plan. I reminded him that I have multiple accounts with them and was on their maintenance plan and asked to speak to his manager **************** got flustered and hung up on me. He has since escalated it as requested to his manager but I can honestly say that this absolutely pathetic attempt at customer service combined with a hostile and unprofessional response is beyond even the most basic human decency and professionalism. I am requesting recordings of the calls with the Company to substantiate these claims.

  

  Business response

  05/26/2023

  I have talked with the customer and we have worked this out and resolved this issue.

*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. ↩