ANC Heating & Air Conditioning Inc.

Very Happy with the service.Because the furnace was in great shape,the service was done in no time at all.no complaints at all

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
MESSAGE FROM BUSINESS:I
am responding now for Mr*** due to the fact that I wanted to
personally go to his homeMr*** is correct with regard to the
misdiagnosing of his problem with the coal stove1.Mr*** is
incorrect when he claims that ANC programmed his thermostat.....the
*** thermostat is programmed at the factory and 2.he made the call to
the factory on his own, before we had a chance too.... and the factory
walked him through the settingsWhen I was there a week ago, he had
expressed his dis-satisfaction with the hot water coil and for the fact
that his unit was spilling toxic furmes into his homeI offered and he
accepted a full refund for the hot water coil which we took out last
weekWhile my men were there, they noticed that the outdoor venter
motor had seized, causing the CO to enter his home4.We shut off the coal
stove and he ran his new ** furnace that we installed with the coal
stove,just for this type of occasion. Since his unit was out of warranty since May of 2014,
we quoted him to replace the venter motor, he declinedMr***
called the factory and they sent him a venter motor, knowing it was out
of warranty.... which he installedA couple of days later Mr***
called and said he had CO in the house and it had to be something other
than the venter motor6.My men arrived and found the venter motor was not
set up properly7.My men took the time to call the factory with Mr
*** to insure that everything else was operating correctly8.It should
be noted that all the problems Mr*** had were out of his warranty
period9.In an effort to satisfy MrParga, he had ordered additional
parts and ash pans....we supplied them to him last week free of chargeI
agree there were a couple of months this past winter where Mr***
had trouble with his coal stove, however, 10.none of them were caused by
ANC's workmanship.11.I have since talked to Mr*** after we
adjusted his venter motor so that it would vent the fumes correctly and
we are straight now 12.No charge for the additional parts, 13.a full refund
for the hot water coil and 14.a credit for service call charge during the
fallWe have stuck with Mr*** andhave compensated him for his
troubles.Please let me know if there is anything further you think I should do.....16.I am confident that Mr*** is happy.*** *** , PresidentAnc did set up the thermostat because they installed the entire unit.yes it might have been programed at the factory but the settings were put in by the tech setting up the uniti called the factory at this point because ANC had been to my house two times prior and were not able to find the problem.
ANC Techs did not notice that the outdoor venter had seized when they
came to remove the hot water coilthe techs came to remove the hot
water coil on 02/19/i called the fire company and ANC on 2/14/
because the CO alarms were going off in the basement and in my daughters
bedroom(who is 2)they came up and were not able to find the problem
then on 2/17/the CO alarms went off again so again I called ANC back
to come up and find the problemwhen the techs arrived on 2/17/they
found that CO was entering the duct work of the unit and being pumped
into the house.they told me that they thought there was a crack in the
heat exchanger and that they had to make an access panel to inspect the
heat exchangerit was at this point I called the stove manufacture and
explained the situation and he expressed that it was incredibly unlikely
that there was a crack in the heat exchanger because they have not had
an issue with them at all. I shut the stove off because I
could not trust that it was safe to operate with my children in the home
and had made arrangements for the stove manufacture to come and look at
the unitthe ** furnace that I purchased with this unit was
not to be used for this type of occasion and it was made very clear when
I bought the stove that the only reason I wanted ** furnace was so that
in the spring and fall when it was warmer I did not have to run the
coal stove all day when it was not necessary I could just use the ** furnace at nighti did not buy a second furnace in case the coal stove
failed to operateit makes no sense that you would need to have
insurance for a brand new furnace unitthis happened on
2/24/the vent motor was set up while the manufacturer of the stove
was on the phone walking me through each set and double checking
everything so saying that it was not set up properly is a complete flat
out lieif it was installed incorrectly that means that every power
vent motor that ANC has installed was done so incorrectlyAs a follow
up statement for this the manufacture went above and beyond in every
step of this situation and stood behind there work and tried to solve
the issue honestlythis is another flat out lie because when
ANC came back out on 2/24/the tech from ANC did not call the
manufacturer, I had to call the manufacturer when the tech arrived and
have the tech talk to the manufacture which the tech at first was
reluctant to but he did.in talking to the manufacturer the tech was
walked through steps to diagnosis the problem and only then were they
able to correct the issuethis was the first time I had met this tech
from ANC and out of all the service techs that had come to look at this
unit this tech did the best job and was willing to accept help in
diagnosing the problem and correcting the problem and any future time I
need to have someone come up he is the only one that works for ANC that i
trust to come up and work on my furnace unit. this is another
flat out lie because yes the furnace is out of warranty now being this
is the second winter I have used the stove, however ANC had to come up
the first winter it was installed while the stove was IN WARRANTY
because the CO alarm went off then as well because the degree elbow
that comes off the bottom of the furnace had plugged up with ash (which
was suppose to be cleaned out when the ash pan was emptied however I was
never informed of this, and there was no way to clean the elbow without
removing the pipe from the stove which cant be done while operatingSo
I do accept part of this as my responsibility knowing this now I clean
it everytime but it would have been nice to have been informed of that
when the unit was put in) when the elbow plugged up the blocked vent
switch that was installed by ANC to turn the stove off in the event the
pipe became plugged to prevent CO build up in the unit failed to shut
the stove off(which no that I am writing this I am wondering if that
switch will even work because it didn't then) when ANC came I told them
I WANTED a T put off the bottom so that I could remove a cap and easily
clean the pipe out everytime I empty the ash pan without shutting the
stove off to prevent the build up that led to the CO accumulationSO TO
CLARIFY ALL THE PROBLEMS I HAVE HAD HAVE NOT BEEN OUT OF WARRANTYI
ALSO HAD OTHER WARRANTY COVERED ISSUES THAT HAD TO BE FIXED
another flat out lie because I did pay for them in fact I still should
have credit with ANC and this is whyon 1/13/i called ANC because
there was a problem with the staying at the set temp(this happened the
first really big cold snap we had with sub zero temps.)the tech came up
and told me that the fan limit switch was bad and needed to be
replacedi was charged $for the service calli was completely ok
with this because I had believed that was the problem and I have no
problem paying for service when its duei was quoted around $(not
excatly that but close it might have been a little lower or little
higher but close) to fix the fan limit switchthe fan limit switch was
$but had to be bought through a supplierANC did allow me to use
their account with the supply company(the supply company will only sell
parts to a HVAC business) to purchase the part which I was grateful for
and I thanked them for letting me doing thatthe part cost $i
installed the fan limit switch and turned the stove back onso the
total I spent to have this issue fixed was $On 1/20/i called
ANC back FOR THE SAME ISSUEthe tech arrived and told me that the
control board which controls the stove and the fan was bad and needed to be replaced
that quote was around $this is when I started to get irritated and
wanted it to be warrantied by either ANC or the manufacturerANC said
they were going to call the stove manufacturer to see if it could be
warrantiedmeanwhile the tech is standing in the basement waiting to
hear a response, during this time I took it upon myself to call the
manufacture directly and was informed they have never had a control
board flat out fail, the only reason they stopped working was due to a
hopper fire or water damageso while I was on the phone with the
manufacture he had me go to the thermostat and reset all the settings
and go through and put them back to the defaultthe previous settings
were put in by the tech when they installed the stovethis fixed the
issue and the stove was back to keeping the house at the temp that it
was set ati called ANC and was told that I would be refunded for the
service call and the fan limit switch because that was not what was
wrong with the stoveANC did say they misdiagnosed the problem and
apologized to me which I was ok with and understood these things can
happen and they were making it right by refunding me the money so I was
ok with thati had ordered an extra ash pan and a door gasket seal
months prior to this incident and had to keep hounding to get them and
told ANC that they could take the cost of the ash pan which was $and
the cost of the door gasket seal $from what they owed me and just pay
me the differenceso if you subtract those two parts the total they no
owe me is $93.90. When the techs came up on 2/14/and 2/17/i had
each one bring a CO alarm which the cost was$eachso now the
total ANC was to Refund me is done to $so this is WHAT THEY STILL
OWE ME FROM THE FIRST PROBLEMso ANC did not supply these to me free of
charge I already paid for them, and they still owe me! which I wasnt
going to mention because now the unit is fixed but I do not like when
lies are told especially by businesses making money off customers
I disagree and im not the only onei have contacted other heating
company's that are authorized dealers for the same stove I have and was
able to get how many stoves (just like mine) were installed and how many
service calls were made to fix the unit with in the first two years of
the stoves life and found no one (customers) was unhappy with them and
no problems were reported. ANC did talk with me
and as of today 2/26/everything does seem to be working properly but
its only been days since they have been here last so hopefully it goes
longerthere was no additional parts because I bought
all the parts (which didnt fix the stove and the only other part was the
power vent motor given to me by the manufacturer which I told the
manufacture if he tests it and finds the motor was not bad that I am
going to send him the money for the part because I will not feel right
having the manufacture eating the cost of someone else misdiagnosis.)
and if you remember from # they still owe me
ANC did give me a check for the refund for the hot water coil which I do
appreciate them following through with this part of the system
again see #they still haven't made up the full cost of what I paid
out to fix the stove when the manufacturer fixed the problem over the
phone with mecall me crazy but I don't think its fair to pay for
something that you don't receivethey didn't fix the problem and
couldn't figure it out so they shouldn't charge for itif I am wrong
someone please let me knowanother lie, first of all see
#again they still owe me from therewhat wasn't mentioned was that on
2/14/i had to leave work to come home and lost hrs time which is
$on 2/17/i have to leave work again to come home when the CO
alarm went off and was home for hrs which is $on 2/19/i
had to go to work late because the techs were still taking out the water
coil and found the power vent motor wasn't working (still to be
determined if that was the problem) so I went in hrs late which is
$on 2/25/the CO alarm went off again and I had to leave work
and that was hrs which is $so the total of just my earnings
from work is $lost because I had to come home for the issues with
the stovethat does not include gas or inconvenienceso for ANC to
say I was compensated is a lieso the parts $plus my time I had
to leave work $is a total of $that they owe me if they
want to stand by their claim that they compensated me write a check to
me for that amount or admit they lied about compensating me and I will call it eveneither outcome is acceptable to me
with some things I am happy, with other things there is not enough room
to type them here and my hands are really starting to hurt....BOTTOM
LINE IS I WILL ACCEPT MY RESPONSIBILITY AND FAULT WHERE IT IS
APPLICABLE AND I HOPE ANC WILL DO THE SAME, BUT I WILL NOT HAVE LIES AND
MISLEADING INFORMATION GO UN ANSWERED THAT IS NOT FAIR TO FUTURE
CONSUMERS.if there is any information you need from me to verify my responses just let me know I will be happy to provide proof and anything else I can to let me knowRegards, *** ***

I have apologized directly to Mr***'s for the delay in his getting a refund checkAttached please find a copy of the letter that accompanied the refund check, which he has already picked up and cashed

Thank you for bringing this issue to my attention.I called last night and left a message for Ms***I again called this morning and was able to talk directly to Mr***As I discussed with Mr***, we did not take care of our customer like we should have...period. The warranty
refractory liner did take a couple of months to get, but it has been in our warehouse for at least three weeksUnfortunately Ms*** and Mr*** did not experience the exceptional service, that we pride ourselves,that all of our other customers do experience everydayOn multiple times my people did not follow through as they should haveDuring our staff meeting last night, this issue was brought up as a main item and changes were made in our procedures to insure that all of our customers receive greater than expected service and nothing "falls through the cracks"I have personally apologized to Mr*** and went ahead a scheduled Monday evening to have the liner installed in his two insertsI also gave Mr*** my personal cell phone number, should he feel the need to reach out to me directlyOnce the liner is installed on Monday evening, this should conclude any outstanding issues at handAgain, thank you for providing an avenue for our customers to reach outIn this case, it workedSincerely, Lloyd K, President ANC Heating & Air Conditioning

I am responding now for Mr*** due to the fact that I wanted to personally go to his homeMr*** is correct with regard to the misdiagnosing of his problem with the coal stoveMr*** is incorrect when he claims that ANC programmed his thermostat.....the *** thermostat is
programmed at the factory and he made the call to the factory on his own, before we had a chance too.... and the factory walked him through the settingsWhen I was there a week ago, he had expressed his dis-satisfaction with the hot water coil and for the fact that his unit was spilling toxic furmes into his homeI offered and he accepted a full refund for the hot water coil which we took out last weekWhile my men were there, they noticed that the outdoor venter motor had seized, causing the CO to enter his homeWe shut off the coal stove and he ran his new ** furnace that we installed with the coal stove, just for this type of occasion. Since his unit was out of warranty since May of 2014, we quoted him to replace the venter motor, he declinedMr*** called the factory and they sent him a venter motor, knowing it was out of warranty.... which he installedA couple of days later Mr*** called and said he had CO in the house and it had to be something other than the venter motorMy men arrived and found the venter motor was not set up properlyMy men took the time to call the factory with Mr*** to insure that everything else was operating correctlyIt should be noted that all the problems Mr*** had were out of his warranty periodIn an effort to satisfy Mr***, he had ordered additional parts and ash pans....we supplied them to him last week free of chargeI agree there were a couple of months this past winter where Mr*** had trouble with his coal stove, however, none of them were caused by ANC's workmanship.I have since talked to Mr*** after we adjusted his venter motor so that it would vent the fumes correctly and we are straight now No charge for the additional parts, a full refund for the hot water coil and a credit for service call charge during the fallWe have stuck with Mr*** and have compensated him for his troubles.Please let me know if there is anything further you think I should do.....I am confident that Mr*** is happy.*** *** , President

I am now getting back to you with regards to Mr***On the day I received the notice from the Revdex.com, we reached out to Mr*** to try and resolve the issue of the lack of heat from that particular roomAfter discussing with manufacture, (they sent us the parts they felt that might need to
be replaced....so we waited for the parts and then I sent our service manger Tom to look over the project and to make whatever adjustments he had to make to correct the issue What we finally found was a transistor sensor in the unit that simply was satisfying the thermostat before the room actually came up to temperatureThe unit would not provide the discharge temperature it had too, to heat the roomThe sensor was replaced and the "delta T" across the coil increased by over degrees, (this is substantial)We are absolutely confident that Mr*** unit will be heating a whole lot betterI am sorry Mr*** felt he had to turn to the Revdex.com, but I am glad that we were able to once and for all take care of the heating issueWe assured Mr*** if he should experience any problem he should not hesitate to call usThank you for all your help

Dear Sirs, Over years in the business and I have never encountered a situation such as thisLet me give our side of the story.On July 1st we were called out to Mr*** home for a no cooling issueUpon arrival my tech, *** immediately smelled the electrical burning smell in the houseMr
*** immediately told *** that he thought the blower wasn't working*** and Mr*** proceeded to the furnace, where *** found mice and a nest in the blower compartment, along with a very over heated and non-functioning blower motor*** quoted Mr*** upfront, to replace the blower motor and received permission, both verbally and in writing*** proceeded to replace the motor and the air conditioning system began to operate properlyMr*** paid our tech, service call closedOn July 8th, we received another call from Mr*** with a no cooling problemWe dispatched another tech to his home, where our tech found the circuit board had failedAt that point our tech, *** quoted a very discounted price, (normally reserved for our Pro-Tech Maintenance customers), in the amount of $340.00, instead of as indicated in our service price book, attachedIt should be noted that not only did we discount the repair for the board, we did not bill him the $Service Call Charge that was legitimately due for the call, hence we discounted the total repair by $Because the board had to be custom ordered, my tech wired the blower motor to run continuously, so that Mr*** would not be without coolingMr*** authorized us, (in writing), to purchase the board and return to install it.We scheduled with Mr*** for an appointment on July 15th. My tech arrived, and prior to performing the work had Mr*** sign an authorization to proceed with the work as quotedMy tech replaced the board and when he asked for payment, Mr*** became very irate and insisted that we "ripped him off"My tech called the office and had my service manager talk to Mr***, who proceeded to insist my first tech mis-diagnosed the blower problem and did not check the circuit boardWe tried to tell him that there was nothing wrong with his board on the first call, as the blower would not have worked at that time.I had been informed of the problem with the customer..... and I thought a nice personal visit by myself and my service manager would help diffuse the issue and settle the customer, boy was I wrong. When we arrived Mr*** had already thrown my tech out of the houseWhen I approached the front door, Mr*** came out yelling that we ripped him off, (he was recording this episode), insisting that we leave immediately or he would have me arrested for trespassing.....I just could not believe what was happening,....there was no way I could get a word in at all....I even offered him to replace the board with his old board and leave with no payment....he absolutely refused and screamed for us to leave or face arrest..... so I called the police for theft of servicesDuring the time we waited for the police he was in and out of his house screaming at us, sometimes very incoherent.The officer arrived, reviewed the paperwork and interviewed all parties involved, then informed Mr*** to pay the bill as we had quoted this repair in advance and had permission to make the repairs, again verbally and in writingReluctantly and angry, Mr*** paid us with a credit card and we departed.My company did nothing wrong and followed all industry best practices to insure the customer would be treated professionallyAt any time Mr*** could have refused service and we would have been happy to honor his wishes, however, he approved every step of the transactions on multiple occasions, verbally and in writing.Please find attached all invoices in question as well as the actual invoice for the circuit board, affirming our cost and the fact that we had to have the part shipped in.We have flagged Mr***'s account and we shall no longer provide any services to himI consider this matter closed.*** ***, President, ANC Heating & Air Conditioning

This will be my last response on this subjectMr*** consistently forgets that his labor warranty expired in May of Any subsequent visit to his home would require a $service call charge, plus applicable repairsWe only charged him one $chargeMy men have been out there on numerous occasions, ....., at no charge to Mr***I personally talked to Mr*** in person and on the phone, and at no time was Mr*** angry or requested additional monies or assistanceMr***'s stove is running as specified at this time. I authorized my men to spend the time needed with Mr*** and the factory to make sure the system was documented as running as specified and to stop the FREE service vistis to his homeMr*** has to understand that a coal stove is not an "automatic" unit and that special care, cleaning and adjustments are required through out the year to make sure the machine runs without issues.Mr*** has now called us liars, which I take very personally. Yes, he owed the service call charge, ...yes he owed ANC for the extra materials and parts that we ended up giving him and yes he was responsible for all the labor that ANC expended at his house, because the unit was out of warranty....what doesn't he getSo much for his #No matter what happened during the visit in question he was still liable for the service call charge....it was out of warranty! ANC stood by its install, the machine is working and Mr*** was not charged for the time my men were on site*** ***

I have instructed my service department to review how a good customer could get to this pointI am calling Tuesday morning to set up a meeting to resolve this issueWill advise*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards,
*** ***

Per ** and ***, your unit does NOT qualify for labor warranty....Ian was under the impression that ANC installed your stove....we did not I refunded, in full, the "T" and applied the credit to the charges you agreed too, (on the phone and in writing!!), and then wrote off the difference! Enough already....you expected us to drive almost miles round trip for free? Lloyd Knecht - ANC

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
good thing anc isnt my mechanic for my vehicle because if they were I would find a new one and that is exactly what I am going to do for my furnaceI was assured that it was a circuit board causing the problem.I am going to have this done by another company (lost faith in anc).If I find that this is not the problem then no I am not sattisfied with the resolution,but for now I will back off my complaintI am waiting for the part to arrivethanx
Regards,
*** ***

BA&C has issued the check.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  It was startling how, just hours after submitting our complaint to the Revdex.com, we were contacted by this company with an offer to resolve the situation.  Weeks before contacting you, after my husband's many phone calls with ANC, I told [redacted] that I was extremely unsatisfied and that one of the options I was considering was contacting the Revdex.com.  Customer satisfaction didn't seem to be a top priority with ANC then, but it certainly is now.  It's obvious to us that the Revdex.com was a huge help.  Thank you so much.
Regards,
[redacted]

I have been presented by the RevDex.com your consumer complaint and I would like to respond and clarify. Your pellet stove was purchased as a
"direct sale", meaning that ANC did not provide any labor
to install your pellet stove, hence there is only a "parts" warranty for your stove ....

We do offer a Start Up and First Year Labor warranty for $275, unfortunately you declined it. The manufacture only pays labor for professionally installed products, which yours was not, therefore, ANC does charge a labor charge to go to someone's house to diagnose and replace any part under warranty,
hence our charge on invoice [redacted], stands. With regards to the pellet pipe ''T", our records, show that you were called twice
to pick up the "T", however, I am going to refund the ''T'', (refund is $110.03 plus $8.80
sales tax = $118.83). I am going to apply the refund of the ''T'' towards the $139 .32 invoice, the balance will be deleted in its entirety, bringing the total due ANC to zero. I do take exception to your description of my tech John. John is the areas only NFI and NATE Certified technician who has years of knowledgeable experience with ANC and has had a stellar career here with virtually no
complaints. I reviewed this call personally with John and his version differs substantially from yours. So I will respectfully agree to disagree with your
assessment, but I have adjusted your account to a zero balance. With all that said, ANC considers this
matter closed. Please feel free to call me directly to discuss further. Sincerely, Lloyd K. President, ANC

I have spoken to Mr. [redacted] and I believe there was just some confusion with the service tickets, attached. The problem was the furnace was acting up intermittently, meaning, when our men were on site the furnace operated ok. When I reviewed the tickets, I had instructed my service manger to go to...

Mr. [redacted]'s home at no charge to see if he could determine the root cause of the intermittent No Heat calls. In fact, Tom was able to witness the inducer motor short cycling, which would have caused the water in the tubing. We only charged Mr. [redacted] one "diagnostic" charge. As I told Mr. [redacted], it sucks when you have a car that acts up, but not for the serviceman....this was this case. I had a very nice conversation with Mr. [redacted] and everything is ok now. Thank you for being a conduit for our customer. Lloyd K., President ANC

This morning at 10:11am, I reached out to Ms. [redacted] to apologize for my staff not getting back to her in a timely manner. I have researched her service call in question and find that we owe Ms. [redacted] a refund for her second call to ANC. While our tech was there for the furnace he looked at the...

other equipment that was not included in the original tune up and found problems with those devices and was quoted for such repairs. In either case, ANC will be issuing a full refund for the second call in the amount of $96.12.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  The results of ANC coming out to fix the split ductless system have been very positive. The system is producing more heat and circulating the air throughout the room. The morning of March 26, 2016, the outdoor temperatures were in the mid 20's. The inside temperature was in the 70's. And that was all throughout the house. I am currently very pleased with the performance of this unit and am happy we were able to get it done in a timely matter.
Regards, 
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and I...

await a communication from ANC regarding a resolution to this issue..Since the filing of this complaint I have not heard from ANC in any way, even though I had spoken to them via phone in which they stated they were going to send a $35.00 check.I have no paperwork regarding a contract nor how they broke down their billing in regards to the initial renewing of contract, additional charges for items which should have been covered under a prior contract, nor what contracts we presently now have, which I believe is 2 separate contracts.  This has become a very confused issue which is why I asked for a written breakdown as to everything ANC has done.I do wish to thank the Revdex.com, Inc. for at least getting some attention to this matter.
Regards,
[redacted]