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:09/03/2024

  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.

  
  
  Complaint: 22225667
  
  
  
  I am rejecting this response because:
  

  Manager Laith spoke to me on the phone stating someone who inspect the compressor and take pictures of the unit inside and out to ensure the unit is functioning properly. Laith sent me text messages at my request before because it is difficult for me to step away to speak because of my work schedule. When I text him that the UV light was no longer functioning after my unit had two repairs (that have been completely previously before) he deferred me to the office number and did not respond although I explained that I still had the same difficulties. There have been no follow up calls even though it was understood before the recent service that the unit still needed a maintenance request. I called to request this over the past weekend as I received no response from Laith. The primary highlight for this unit is the UV light and its benefit. If the light is not functioning, that means the unit is not functioning properly. 

  
  
  
  Sincerely,
  
  
  
  Adrianna ******

  y visit last Friday because the thermostat was reading high 70s and frosting over outside to which the two techs alerted me to the damaged on the valve replaced previously, damage to some wire they fixed, and belief that there maybe an airflow issue and I needed another register and a maintenance. Monday 8/26 another tech comes back and says there’s a leak and you need a maintenance and hands me a paper with 4 options one being $1700 and that he turned the unit off. I asked for a supervisor to get involved who put the part on order. Since he left my house has been running up to 82 degrees and the unit is no longer frosting over. There is no telling the long term effects of the damage caused by ANDs techs neglect and I’m still waiting in a home that is staying at 76-82 degrees on a $15k new installation of duct work and all that is less than 2 years old and hasn’t been cooling properly since the first summer. This is completely wrong and I think the unit needs to be replaced entirely.

  Business Response

  Date: 09/17/2024

  this customer had their machine repaired by our company through their manufactured warranty on September 5th, our understanding is that the unit is functioning correctly at this time. We have made multiple attempts to reach the customer to ensure that they are satisfied but have not been able to reach them.

  Business Response

  Date: 09/24/2024

  our branch manager Kevin has attempted to contact the customer, we will gladly return to inspect the uv light in the air handler and conduct any warranty repairs that may apply, please keep in mind the uv light is an accessory on the unit and not a component of the actual system. it is our understanding that the client works nights and is difficult to reach so she can text me directly at anytime at 813-453-9753 to schedule this visit.

  Customer Answer

  Date: 09/24/2024

  
  
  Complaint: 22225667
  
  
  
  I am rejecting this response because:

  I’ve spoken to the new Branch Manager Kevin once on 9/17, he stated he would email me once he was back in office and never did.  I followed up 9/20 and requested service for a second time after service was denied without notification due to a balance that was wrongfully sent to collections because I was not contacted for payment and had already paid. I spoke to Kim that day who first told me I still owed the balance to which I voiced my frustrations. She called back minutes later saying the office team doesn’t read notes and she had it noted my balance was cleared and that someone would call me back that day. They did not call me back until 9:25pm which I was sleep. I have an appointment scheduled supposedly for 9/25 to which I have requested a supervisor complete the inspection promised by Laith. I set up this appointment yesterday. I was told a senior tech would come. It’s like pulling teeth to get ahold of someone anytime I call and your information is incorrect. I do not work nights, I work during the day it is difficult for me to set aside time to sit on hold for 20 minutes and not speak to the best person to address the issue. I will text this number on report but I will not close this ticket until I am confident there is no damage and AND is able to stamp this unit as they advertise they will restore the unit to item factory fresh condition after the faulty workmanship for a repair that has now been completed twice on a two year old unit. 

  
  
  
  Sincerely,
  
  
  
  Adrianna ******

• Initial Complaint

  Date:07/08/2024

  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.

   
  
  Complaint: 21947761
  
  
  
  I am rejecting this response because:

  The response from the business (And Services) is incorrect. 
  (And Services) was supposed to perform the camera inspection following the hydroscrub the same day 6/27/24. However, The tech finished the hydroscrub and immediately asked for payment. I had already paid $1282.50 ,which was half of the total due, the previous day 6/26/24, when the salesman was at my home. At no time did I say I did not want the camera inspection, the camera is the most important part of the service in order to determine the issue causing the blockage. And Services never determined that we had a type of pipe called Orangeburg, before they started their invasive hyroscrub cleaning. I have since been informed by 3 different plumbing companies that a hydroscrub in this Orangeburg type of piping, can cause even more damage to the already compromised pipe. The technician damaged my window frame by threading the metal hose through the window which resulted in a grinding down of the painted wooden window ledge. Furthermore, the Technician scuffed and dented my new gutters, by leaning the entire weight of the ladder onto the hollow Aluminum Gutters. Finally, the technician  caused an electrical issue, blowing out half of the house's outlets, which required an electrician to be hired to correct.
  
  
  And Services called me 15 times on 6/28/24 demanding payment when they still had not completed the service I agreed to. The salesman offered me a discounted price and was scheduled to come back to the house and perform the camera inspection 7/5/24 at 1pm. I never asked for a discount, I just wanted the service to be completed. Parker/salesman showed up 45 minutes late and offered my husband another discount. Parker then told my husband they were not going to provide the camera service because they offered us a discount. At that time Parker was asked to leave. He then continued to call my husband's phone 5 more times that day.
  
  
  On 7/10/24 we had another plumbing backup. and were without plumbing for over a week. I had a reputable plumbing company come out. He was able to clear the pipe, run a camera through, establish the type of pipes we have, and get the plumbing flowing again. We are using this company to replace the Orangeburg pipe this week. All of this at a fee 3x less than what And Services quoted. We were able to get this issue solved because the new plumbing company was knowledgeable, and honest.
  
  
  My experience with And Services was a complete nightmare. There is no reason for them to try and collect any more money from us as the job was never completed. The portion of the job they did do was unprofessional, sloppy, and more damaging. After reading their response to my complaint and how we were treated as customers, I want a full refund. 6/27/24 I did speak to a manager voicing all of these concerns and he could not have cared less.
  
  
  
  
  Thank you for your time. I look forward to your response.
  
  
  Kind regards,
  
  
  ****** ******
  ************
  
  It is the goal of AND Services to provide prompt repairs that solve our clients service needs and improve their quality of life, in this case we did not achieve our goal of leaving our client completely satisfied. This client contracted us for just over $2,500 to clear a blockage perform a hydroscrub cleaning of the pipes and then to return and evaluate the condition of the homes sewage lines through a high definition camera inspection. after we performed a clearing and hydroscrub of the home and restored functional sewage drainage the client no longer wished to have the camera portion performed based on their frustrations with our plumber who had been at their home. I have reached out to the home owner in an attempt to resolve any and all concerns and provided them with my direct cell phone number and await their return call. In the mean time to attempt to start the process of resolving the clients concerns we will not be pursuing any further actions to collect any of the remaining balance from the client and are also performing additional training with the plumber who was on site to ensure we can provide the highest level of service to all of our clients. I would love the opportunity to speak further with the home owner to address any remaining issues and resolve all matters to their complete satisfaction.
  
  

  a camera down the flange & let me watch to see if the pipe was damaged. He never came back that day. Asked for full payment before the service was complete. I paid $348 on 6/25/24.
  
  And services called 12 times 6/25/24 & 10 times 6/26/24. The salesman Parker said they were sending me to collections on 6/25/24. I spoke to his mgr & expressed concerns above, he couldnt have cared less.
  
  Tuesday 7/2/24 Parker offered me a discount & said he had no problem completing the job. He threatened me with collections again.
  
  Scheduled Parker to come complete the job & collect final payment today at 1pm 7/5/24. 1:30p Parker texted saying he was on his way. He was 45 mins late. We explained our concerns. Parker offered another discount price for the balance. We agreed to the amount. Parker said he wont complete the service since they offered a discount. Parker called my husbands cell phone 4x after he left.

  Business Response

  Date: 07/22/2024

  It is the goal of AND Services to provide prompt repairs that solve our clients service needs and improve their quality of life, in this case we did not achieve our goal of leaving our client completely satisfied. This client contracted us for just over $2,500 to clear a blockage perform a hydroscrub cleaning of the pipes and then to return and evaluate the condition of the homes sewage lines through a high definition camera inspection. after we performed a clearing and hydroscrub of the home and restored functional sewage drainage the client no longer wished to have the camera portion performed based on their frustrations with our plumber who had been at their home. I have reached out to the home owner in an attempt to resolve any and all concerns and provided them with my direct cell phone number and await their return call. In the mean time to attempt to start the process of resolving the clients concerns we will not be pursuing any further actions to collect any of the remaining balance from the client and are also performing additional training with the plumber who was on site to ensure we can provide the highest level of service to all of our clients. I would love the opportunity to speak further with the home owner to address any remaining issues and resolve all matters to their complete satisfaction.

  Business Response

  Date: 08/12/2024

  it is always our goal to satisfy our clients completely, in this case we were unable to do so. After speaking with the client we are refunding the amount she had originally paid.

• 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.

  5/3/2024
  Had a service tech come the diagnose the problem of a tankless water heater not working. I was told the system was shot and had to be replaced. I paid in full 3098$ for the service. We were told that the original tankless was cheap and would go out again within a year so we took their recommendation and ordered the brand that they suggested (had to supply the tankless heater ourselves which was 800$). We scheduled the installment for the next week on a Thursday and were told we were top priority because we had paid in full. Fast forward to the next week. Apparently the first water heater we ordered was the wrong one so we had to return it and get a different one. keep in mind we are going solely off the recommendation of the service tech. The days continued to pass with no real updates on our situation. Finally, we complained that the prior service tech was unprofessional and seemed to have no idea how to do his job and requested someone to please come out and help us because we had already paid for the service. We were greeted with a new tech and he seemed more competent and installed the new water heater that we had paid for. However, we were told that they couldn’t do the wiring to the tankless water heater that they recommended. I was under the impression that they would install the water heater meaning it would be good to go and actually work. I don’t understand why this guy would sell me on the installation of a better water heater but turns out he can’t even install it??? We were never told that!!! So it’s been two weeks since we paid for this service and while writing this review we still have no hot water and are out 4000$. We have called and called and still are getting the run around. Apparently they have an electrician coming out to help us and they agreed to only pay for 400$ of the service cost. I have never experienced such a shady company. We were clearly taken advantage of .

  Business Response

  Date: 08/04/2024

  in this case we were hired to install a customer supplied electric tankless water heater and change multiple shower cartridges in the home, and per the invoice the customer provided with this complaint we were not responsible for any wire sizing issues or upgrades required. one of the biggest reasons we highly recomend allowing your plumber to provide all materials for all project work and not attempting to provide your own is to avoid cases like these. In this case our client needed to make electrical upgrades we even offered to contribute $400 towards the cost of the electrician to assist the client since their project had been slowed down with the wrong size heater. 

• Initial Complaint

  Date:09/19/2023

  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.

  In March of 2022 we used AND services for a new install spending $7000, and paying $600 for the duct work to be brushed/vacuumed out to bring our total to $7600. We left great reviews as the technicians doing the install did a great job. They left their rotobrush at the shop on the day of the install, so now we have to stay home another day to get the ductwork brushed.
  Our first follow-up maintenance/clean the first thing the technician did was cut a large section out of the air plenum to show us the mold inside the ductwork. My question to them then was, why wasn't that mentioned when the AC was installed?
  
  October 2022, We purchased all new ductwork for a total of $6700.
  
  Service call on 8/22 for a leaky inside unit. We were advised that we would be on their schedule within 24 hours.
  
  Service call on 8/23 @ end of day to find out when technician would be out. We were advised by 1830 he would be at our home as he had a half hour finishing at his current job. Technician shows up at 2145
  .
  Evap coils need to be swapped out under warranty. Parts were to be ordered on 8/24 and install upon arrival. We were told that the unit would be swapped out on Monday 28 August, so i stayed home, missing a days work for the replacement as advised by their Manager Blaine. AND never showed up, nor did they call to inform that they would not be out on this day. After speaking to the office several times on the 29th, the new date of install was now 31 August @ 1000.
  
  31 August, @ 1400 I called AND to find out where the technician was at, only to be informed that they did not have the part from their supplier yet, although they already had me scheduled at home a second time in the same week. End of day 31 August, AND services was again another no show.
  
  2Sept we finally had install after 3 days of missing work.
  
  Kyle advised of a refund for missing work, but it like everything else has been a no show. No refund as of yet. Photo is attached of text after conversation with Kyle.

  Business Response

  Date: 09/22/2023

  Thank you for bringing your concerns to our attention. We sincerely apologize for any delay you have encountered in receiving your funds. This matter has been brought to the attention of higher management to address further with our accounting department. Both the reimbursement check and the referral will be promptly addressed. Our Reputation Manager left a message for you advising of this, notating they would return call to you on Monday, 9/25 and hope to have the situation resolved completely no later than Tuesday, 9/26. Your patronage is very much appreciated as is your generous referral. Please know, we wholeheartedly apologize for the delays you have experienced and assure you we will make things right. 

• Initial Complaint

  Date:08/28/2023

  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.

  
  
  Complaint: 20522109
  
  
  
  I am rejecting this response because:

  This has been an ongoing response every time I have contacted AND Services, we had a technician come out last week and add an indoor filter and connect the stove pipe on the system, when I asked why it wasn't on the on the base where we were told it would be, I was told they would have to send out another technician the next day to correct the issue. Fast forward 8 days later I still haven't heard from and Services, and to add to the situation, the gas line was disconnected from the furnace while the stove pipe was installed and is still not connected. I payed a large sum of money for this unit to be installed correctly and completely and we are getting close to a month that the unit has been "partially installed", This is unexceptable.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 09/01/2023

  Thank you, Mr. ******* for bringing your concerns to our prompt attention. We recognize your frustrations and disappointment. Please accept our sincere apologies for the inconveniences surrounding this situation and any lack in communication you have encountered. Truth be told, we share in your disappointment. There is no excuse for not actively communicating with you regarding the status of job completion, including any updates on parts needed, delays, etc. We are grateful for the opportunity to take care of your air conditioning needs. The highest level of management has been apprised of this situation and has assured that addressing your concerns, in their entirety and to your satisfaction, is of paramount priority and urgency. Please know, your patronage is deeply valued and appreciated. You have our word that we will make things right. Once again, our apologies.

  Business Response

  Date: 09/13/2023

  By all accounts you are absolutely correct, Mr. ******, in that there is no reason for someone to not contact you and keep you updated. Given that this is still an ongoing situation, please know this matter will be brought to an even higher level to do a deep dive into how we have gotten to this point without finding you resolve. We 100% stand behind our products and services and assure you that we will do our due diligence to make things right. If you will please allow a day to investigate this situation fully, we will make sure you are communicated with and taken care of to your satisfaction without haste. Our sincere apologies once again.

  Customer Answer

  Date: 09/14/2023

  
  
  Complaint: 20522109
  
  
  
  I am rejecting this response because: I contacted the company today and they they are still missing the parts needed to complete the job, it has been a month and 10 days since this unit was partially installed and all I have recieved from this company is the run around and excuses. If you don't have access to the parts needed to complete an installation you shouldn't schedule the install. 
  
  
  
  Sincerely,
  
  
  ****** ******

• Initial Complaint

  Date:07/20/2023

  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.

  
  
  Complaint: 20350119
  
  
  
  I am rejecting this response because:  It took 3 1/2 weeks and more than 10 phone calls to finally receive a check in the mail from the local office on Aug 1st, for work that was never performed. I'm very disappointed in the way this situation was handled by management and regret initially giving this company an outstanding rating on their website.
  
  
  
  Sincerely,
  
  
  
  **** ******* the check initially wrote for $3400 had been electronically deposited by AND Services along with the check for $4350.00. I contacted the FWB office and a check was refunded to me for $3400.00, in which I picked up in person. The crew failed to show up to do the work on Jul 6. I spoke with the General Manager and he informed me that the technician that quoted the job was let go for personal reasons. He also stated that he had other priorities but could get a crew out at a later date to do the work. I express to him my disappointment and requested my refund of the $4350.00. The manager said he understood my frustration and would contact the corporate office to issue the refund. I have contacted AND Services more than 8 times since Jul 6th and still have not received my refund credit. I regret initially giving this company an outstanding rating base on their customer service, and totally frustrated now that I have to contact the BBB for assistance to get my deposit back,

  Business Response

  Date: 08/01/2023

  We truly apologize for these circumstances and the frustrations you are experiencing in trying to bring closure to this matter. Please know we will be reaching out to the management members you have spoken with as well as the accounting department to find out the status of this refund. Our goal is to have a definitive answer for you no later than Thursday of this week. If you will please respond letting us know you received this correspondence, it is very much appreciated as we are unable to send a follow up response until which time you acknowledge receipt of this correspondence through the BBB. Thank you. We look forward to speaking with you by Thursday at the latest to make sure this matter is rectified. Our apologies once again.

  Sincerely,

  ******** **

  Business Response

  Date: 08/04/2023

  From Mr. ******* response, it would appear that his refund has been received. We continue to apologize for the situation and any delays in receipt of the funds, but do not know what the rejection is requesting and therefore, do not know what further information to provide that would be helpful. If Mr. ******* did not receive the refund, please make us aware of this so we may bring it to management's immediate attention. However, based on the last response receive it sounds as though it was received on August 1st. Thank you for your time.

• Initial Complaint

  Date:07/18/2023

  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.

  On July 25th contacted And Services to come out and fix what we thought was a plumbing issue & possible HVAC.
  July 26th service technician (Wayne) came out advised us it was HVAC & Plumbing that he would fix all problems and the charge would be $3,725.00 and would have to be paid upfront for them to come back on the 27th to do work and fix the problems, he did come back on the 27th but DID NOT fix any problems, as my HVAC was still leaking and causing damage. He left my property with the garage doors open & front door unlocked, I then called the office and told them the problem I had with my HVAC not being fixed and left my home unsecured as no one was there. I was told a supervisor would call me which he did the 28th I think he's name was Joe but could be Greg, he apologized for the problem we had and said they would refund me all my money (Because I had another company come and fixed it) . He stated it could take a couple days to get the refund Heather would process it. July 5th still had not received any refund and he stated it had been escalated to higher management and the refund could take 10-14 business days. July 13th still no refunded asked for management and was told Daniel ****** was handling this I called on Thursday spoke with Lucy left message for him to call me still no response. July 17th called again for Daniel and spoke with David left message and still yet have not heard back. All I want is my money back for services they NEVER provided which was FIX my HVAC from Leaking anymore.

  Business Response

  Date: 08/01/2023

  We apologize for your frustrations and thank you for bringing your concerns to our attention. We had understood someone had already spoken with you and apologize if that correspondence did not resolve the situation to your satisfaction. The details provided have been forwarded to higher management for further review and you should receive a call before the end of this week to bring resolve to these issues. Thank you for your time. We look forward to speaking with you soon.