Andy's Heating & Cooling

Service call AC/BO. Technician calls, and request early arrival, available now. Does not show for 1.5 hours. Technician diagnoses outdoor fan motor BO. Quotes $545.00 to repair, states has only one motor availble, if we delay may need to order another motor from west coast. Pay service fee $70, deny repair. Owner pulls BO motor (ten minutes time)next day takes to local electric motor shop n and has replacement motor for $116 same day. Owner reinstalls new motor (20 minutes time). Dicovers motor never problem, motor capacitor BO, owner replace capacitor, next day local shop ($26.00), unit operational. Andys try to pressure tactic combined excessive repair cost, mis-diagnosed(Leaky-shorted dual capacitor) REALLY… $545 for a simple $100.00 electric motor and 30 minutes labor.... RIDICULOUS

Review: We contacted Andy's approximately two months ago to replace a gas fireplace with an equivalent unit, upgrade the material in the bottom with decorative stones, and change the brass door accents to bronze. Instead of installing an equivalent 24-inch, 65,000 BTU unit, they installed an 18-inch, 55,000 BTU unit and the new bronze accents on the doors were scratched. After speaking to Andy, he agreed to resolve the issue, but after over 2 weeks, no change has been made, we are without any doors on our fireplace, and we have not been able to reach him despite having left several messages. What should have been a straightforward cycle has now dragged on for months and is by far the worst service I have ever gotten from a company of this type. How this place has an A+ rating is beyond me!Desired Settlement: I would like this job finished according to the specs requested and agreed upon within 3 business days, at or below the agreed upon price of no more than $1200. At this point, I feel they should, in some way, go above and beyond to make things right given the absolute poor service we've received.

Just wanted to tell everyone about my excellent experience with the professionals at Andy's Heating, Cooling and Stove Shoppe. In February of 2011, I was in the market for a wood burning insert (I know...it takes awhile to submit a review :-) ). Hearing about the large showroom at Andy's from one of my neighbors, it was the first and last place I went shopping for an insert. The sheer amount of stoves on display to choose from was amazing and the staff was very professional and knowledgeable about their products. I settled on a Dutch West insert (made by Vermont Castings) and scheduled my installation. The day before the install date, I received a phone call from Andy's, reminding my that their installation crew would be coming over the next day to install my new insert. The crew that showed up were very professional and conscientious about my property. I was asked where they could park at that wouldn't be in my way and then they proceeded to put drop cloths and runners down to protect my home. The installation went very smoothly and I was also educated on how to operate my new wood stove insert. It has been more than 4 years since this insert was installed and it works every bit as good as it did the day it was new. I just wanted to take a moment and let Andy's Heating, Cooling and Stove Shoppe know what an excellent job they did at my home (albeit 4 years late reviewing) and that they have a customer for life!

Great service!! We recently made an appointment with Andy's Heating and Cooling to check our gas fireplace because it wasn't working. We received a call from Andy's the day prior to remind us of the appointment. Jay, the repairman, was right on time, was very friendly and fixed the problem in the wall switch right away. He also explained how everything in our model works as we did not receive a manual when we purchased this home. He wrote down the model number for us and told us where we can find a manual for our model online. He noticed that a control knob for the fan wasn't working properly and we decided to get it replaced. The part has been ordered and another appointment scheduled to replace that part. Jay also cleaned out the inside of the fireplace and cleaned the glass. This young man has a wonderful personality and we enjoyed having him in our home. We also received a call from Andy letting us know that the part is on its way. We appreciate the caring attitude from this company.

Review: I made a purchase for a Quadra Fire Wood burning stove on a special sale Andy's was having approximately 2 years ago. I asked many questions before selecting my purchase in regard to its performance and installation requirements. I was told by the sales prep that the stove I was purchasing would be adequate and I had all the necessary requirements i.e. stove pipe/chimney size and height. After less than 9 months of use I notice that the stove was burning too hot and I was unable to control the heat with the built in dampeners. I went back to Andy's and was given a new door seal rope to replace the existing and a new door handle. The existing handle and rope were not sealing properly and seemed to be defective. After installation nothing had changed. I called Andy's and they said to bring it in...this is not an option as the stove weighs nearly 500 lbs. I was told they would send out a technician to have him take a look at it. Here lies one of the problems and the reason for my complaint. I was never told I would be charged a service call, I assumed that because the stove was still under warranty that the visit would be covered. The service tech arrived on time and spent nearly one hour looking at the stove but mainly chatting with me about my dog. No reasonable conclusion could be met for the fix of the stove the tech also called Quadra Fire directly to see it they had any solution. I was told that my chimney was too tall for this stove and their solution would be to put in a dampener on the stove pipe itself. I was also told by the tech that the catalytic's can be part of the problem as well and should be removed however "you didn't here that from me" he said. After a week or so and no resolve to the problem I received a bill in the mail for the service call plus mileage and purchase of a 8" dampener (which I have never received). I had called several times and spoke with several employee's and explained I have gotten no satisfaction and a stove that no longer works properly. I told them I was never told there would be a service charge for their visit and feel that I should not have to pay for that as my stove was still under warranty. If bringing in the stove to the shop was an option I would have done that but at 500 lbs and being only one man that simple was not going to happen. After many months and several phone calls I have given up on Andy's Heating for resolving this issue. I feel I was sold an inadequate product and given lip service in order to make the sale. I have spoke with other friends and family members who have also made similar purchases from Andy's and have similar complaints to both service and product line. I will never recommend anyone purchase anything from Andy's Heating. A little more communication could go a long way and make the difference between a satisfied customer and a very dissatisfied one.Desired Settlement: I would ask that the current amount owed for the service all, mileage, and dampener (that I never received ) be dissolved. I want nothing further to do with Andy's Heating and I want them to stop billing me. I have worked with Quadra Fire directly to have my issue resolved.

Business

Response:

We are the

largest Quadra Fire Dealer last year within 300 miles and have sold Quadra-Fire for over 20 years. We strive to maintain the highest

level of customer satisfaction with our products and have a 99.7% satisfaction rating with Quadra-Fire. We have sales and installation crews that are factory trained

with over 40 years of experience. In looking over the customers complaint we

would like to address his issues. [redacted] purchased a stove and picked it up at our store and installed it

himself. When he first contacted us he

was concerned about not getting the longer burn times. He thought the door had an issue with either

the gasket or door handle assembly. We provided

him a new rope gasket kit with adhesive and door handle assembly at no charge.

He contacted us again and was still having a problem not getting the overnight

burn times he wanted. Which is abnormal

with that stove, we have sold that model for over twenty years and burn times

have never been an issue. At that point

he wanted us to look at it. We didn’t

install it and he lives 45 minutes from the shop. Our policy is and always has

been if we don’t install it and there is a problem not due to the stove we

charge for the service call. He agreed so we set up a time for our service tech

([redacted]) to go onsite and visit his house and check out the stove. Upon inspecting

the stove everything was in good working order and functioning like it was

designed. [redacted] then called the factory

from [redacted]’s house. They had him

check chimney height and upon inspecting the chimney it was pointed out that

his chimney is above recommended height by the factory. They suggested a cast iron damper in the pipe

to slow down the draft since he had such a tall chimney. At that point our service tech and [redacted]

agreed we he would order a cast iron damper for the chimney and [redacted] agreed

to pick it up at our store.

The last

thing we want is an unhappy customer. We felt we were in the right to charge

for our time since we didn’t install it and it was over drafting due to chimney height. At this point we would just

like to put this behind us and move forward. We will close out the service

call.

I have a Quadrafire Castile Pellet Stove insert I purchased from Andy's Heating & Cooling. It did not work properly during the 2013/2014 winter season. November 12, 2013 was the first service call to repair the unit. The tech found the reset on a snap disk had tripped and pushed the button to reset it, vacuumed around the unit and left. Bill for that visit: $149.00. About an hour after the technician left, I had the same problem with the pellet stove. I contacted Andy's and started removing the side panel and pushing the reset button several times a day.

The next visit was on December 4, 2013. The technician replaced the snap disk, delivered a packet of speed nuts I ordered because I lost a few removing the panel, and left. Bill for this visit was $134.00. Shortly after the technician left, I found myself with the same problem.

I reviewed the owner's manual in an attempt to discover possible causes for the problem. At my request, the next visit from the technician from Andy's replaced the thermocouple (because at times the control box had a flashing amber light) and control board. There is no date of service noted on the invoice, but the bill for this visit was $465.00. Just as the previous visits, the same problem persisted.

The technician indicated there may be a blockage in the chimney causing the problem, so on December 30th, 2013, I had the chimney professionally cleaned for the second time this season for a cost of $149.95. The same problem persisted.

The next service call was on December 27, 2013. The technician, on the advice of Quadrafire technical support, replaced the convection snap disk. Total cost of this visit was $117.00 and, as with the previous service calls, the same problem persisted.

The technician visited yet another time to check out the stove, take temperature measurements, check the light sequences on the control box, etc. He indicated he was out of ideas, but knew someone who knew these pellet stoves better than he did and that person would contact me.

Time went on and I heard nothing. I called the technician a few times, but no answer and no returning of my call. On February 1, 2014 I contacted Quadrafire via email, and requested their assistance. The primary response was I need to work through my local dealer, but they were kind enough to provide a possible solution -- clean or replace the convection blower. I contacted the technician the same day I received that reply, February 3, 2014. I requested he replace the convection blower and he indicated he would order it. As time passed, I made a few calls to the technician with no response. I did receive a call from him in March indicating he ordered the part. Time passed and I personally stopped into Andy's to check on the status, and the receptionist seemed a little baffled that I had waited so long for a part. She went into the back to speak with someone and returned a few minutes later to indicate it would be some time in April.

On April 3, 2014,after waiting two months, I contacted Quadrafire via email once again to check on the status of the order. Their response was only to tell me that I needed to work through the local dealer and it would help if I provided the sales order number. Contacting Andy's previously provided no results so I did not really see that as a viable option. After a few back-and-forth emails with Quadrafire, I finally told them that I will contact the corporate office in Lakewood. MN.

To my surprise, I received a call from the technician from Andy's that same day -- April 4, 2014. He indicated he would have the new convection blower the following Monday, April 7, 2014. I put the appointment on my calendar and made arrangements to stay home that day. On that Monday morning (April 7th 2014) I received a call from the technician telling me he did not have the part but it would be in that afternoon or the following day (April 7 or 8, 2014). That was the last time I heard from any representative of Andy's.