Anderson's Heating

The service call itself went well. The technician was capable, professional and timely. My issue is not with the work done but with the cost of the repair which was exorbitant in my opinion! The details and basis for my complaint: I arrived home at approx. 4:00 p.m. Tuesday, 2/2/16 to find my house temperature was 5 lower than the thermostat was set at and the furnace was not putting out heat. I first checked the thermostat batteries thinking that might be the problem – good. Next I checked the furnace for any obvious issues - I did not see any. My gas water heater was heating water so I knew it was not a gas supply issue. I then tried power cycling the furnace to see if it would reset and fire up – it did not. It was now about 4:30 p.m., Since there was nothing more I could do, I knew I was under the gun to contact a local HVAC company to request service before they closed at 5:00 p.m. After quickly coming up with a list of service providers in my area, I made two calls. The first company said that unless I was willing to pay an exorbitant overtime rate, I would have to wait until tomorrow. I declined their service. By then I had only enough time to contact one more service provider before 5:00 p.m. Anderson Heating & AC was next on my list. They quoted me rates beginning with an $89.00, non-refundable trip & diagnostic charge. Since I had no other options and time to spare at this point, I said O.K. They told me the tech would be on his way shortly. Once the tech arrived, it took only 15 minutes or so to determine that I needed a new Ignition Control Module. After a call or two, the tech said he could obtain the necessary module but it would take him about 45 minutes to drive across town, pick the part up and return. He also stated the cost to replace the defective module would be $618.00, parts and labor. This was in addition to the afore mentioned diagnostic/trip charge. Bottom line, the repair was going to total me $707.00!! After the tech left to pick up the part, I had time to do some online research as to pricing and availability of the module. Upon searching out the module and furnace model numbers which I had obtained from my furnace, I soon discovered that this specific module was no longer manufactured or available – at least as far as I could determine. Next I went to the manufacturer’s (White-Rodgers) website and discovered that they made a compatible universal ignition control module (50E47-843) which would work in place of my failed furnace module. After finding this out, I checked around for online pricing. Much to my surprise, that universal module was in stock and available for $87.00 with free shipping from Amazon.com. I also found it for $90.00 with free shipping on ebay.com. Obviously I could not wait a week for a part to be shipped from either of these two online retailers but that wasn’t why I was looking for it. The point is that I was going to be charged 3 to 4 times more money for the module then what I could obtained it for myself. After the technician returned with part in hand, I asked if I could see it. Sure enough, it was the exact same part I found on Amazon and ebay. I showed the tech the Amazon price & description then asked him how Anderson’s could justify the repair cost that was quoted to me. I explained to him that changing out the module was actually quite easy being that it was very accessible, mounted with only two easily accessible screws and connected by 8 easily accessible spade-lugged wires which could be easily removed from the old module and just as easily plugged back onto the new module. Since I have some technical background and this really wasn’t rocket science, it was apparent to me that I could have easily replaced the module myself in 30 minutes or less - honestly. I’ll grant that I do not have a background in HVAC. I will also grant that likely don’t have the test equipment which might be required to diagnose the problem. Once the problem was determined, however, I knew the repair would be neither difficult or time consuming. Never-the-less the tech agreed with me that this was not a difficult or complicated job. My point is simply this: the price Anderson’s charged, I believe, was way beyond what most people would consider fair and reasonable when one considers the actual cost of the unit and the relative ease of replacement. Not only that, your tech also had a nice environment to work in (easy access, warm & dry conditions, good lighting and simplicity of task). I want to make it clear that I understand a business has operating costs and that those costs are not always evident to the customer. As well, I understand that a business needs to make a profit to stay in business. These are givens which I do not dispute. I do realize there was not only travel time to my house for service, but travel time to pick up the part. That travel, however, should have been included in the $89.00 base service charge and not padded into the cost of the part. I also realize that service work requires labor even if no parts were necessary and that was a part of the cost I incurred – another given. I did persuade Anderson’s to cut me a break which they finally did (a paltry 10%) but I believe Anderson’s had no legitimate reason, nor right, to charge me the amount they did for the module. I challenge them to show me their actual cost for the module! They knew they had me over the barrel because I needed to have heat in the middle of winter - for obvious reasons. They also knew that it would be difficult for me to find another service provider not only after hours, but on short notice as well. I call that taking advantage of a customer! I will not do business with Anderson’s again. I will also make a point of telling everyone I know not to call Anderson’s for their HVAC needs since they take advantage of their customers and charge them unfairly. Scott Swan

keeps having trouble with the system installed, seems job isn't being done correctly the first time, equipment used seem to be old, prices are moderate, business is responsive

I could be any happier.

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