RS Andrews

We have chosen this installer because of theirassociation with Home Depot and very personable and knowledgeable sale representative (former installer). The high efficiency furnace and the furnace attachments we have chosen needed very specific installment procedures. The crew did very professional job and we are very happy with the results.

I originally contacted Michael and Son for a heater failure. They disassembled the unit and reported that the entire furnace needed to be replace. Best price was 5K+ for minimum equipment. 12K for complete system replacement/upgrade. Being of questioning mind I contacted RS Andrews to conduct a diagnostic. They showed up rapidly, had to reassemble the unit (not done by Mand S) to recreate the problem. They determined that the induction motor had a faulty connection and a complete repair was not required . They made a temporary repair until a new motor can be procured and installed.

Notified service provider of failure of hvac system, responded in 24hrs, solved problem at no cost to me. Deeply grateful.

Wonderful! Right on time, very personable and knowledgable.

I had been a customer of R. S. Andrews for several years. They once installed a humidifier (or attempted to) that turned out to be a total disaster and, to this day, does not work. I decided to forgive them for that because humidifiers are not their specialty. I continued my maintenance contract with them at that time but, I cancelled the contract last week. On February 14, I sent them a check for $432 for annual maintenance on my two AC units and one oil furnace. No one called to schedule maintenance. On April 9, the temperature was 88 degrees and the AC units came on. The fan on the downstairs unit was working but no cool air was coming out. I recognized the problem because it had happened before. There was no freon. The previous year, when the technician did maintenance, within a month, the AC unit froze up. They charged me for a repair visit and said the unit was low on freon. I asked how that could be since the technician had just done maintenance. They said and quot;there might be a leak.and quot; I said, if there is a leak, I want it fixed. They said, and quot;there might not be a leak.and quot; Totally confused, I said, if there is a leak, I want to know. They said they would have to put in a costly dye and wait for a day or two, and charge me for another visit to determine if there was a leak. I said, do what you have to do. I need to know if the unit is leaking. They put in the dye and came back later. They said there was no leak. I said, well that only leaves one alternative... the maintenance wasn't performed properly. Checking and adding freon if needed is part of annual maintenance, is it not? and quot;Well, it is but....and quot; I don't even remember the song and dance they gave me but, I should have started shopping around for a new company at that point in time. Unfortunately, I did not. So, this year, when the AC was obviously out of freon again, I called to have someone come out and check it. I was told that no one could come out for at least a week. I told them the temperature outside was 88 and the upstairs AC unit couldn't keep the whole house below 77. I have a health condition that does not allow me to be in temperatures that hot for extended periods of time. They said they were sorry but a week was the best they could do. So, I called another company. Air Conditioning Specialists came out within the hour. They added freon and the unit was up and running in less than 30 minutes. They charged me for the freon (as R. S. Andrews would have done) but they did not charge me for the visit. I told them about R. S. Andrews putting dye into the unit and asked if they saw a leak. They said dye wasn't the best way to detect a leak. They had electronic monitoring equipment and found the leak in another few minutes. They said AC units with small leaks like that will tend to loose more freon over the winter than in the summer. They gave me a price to fix the leak and a price to replace the unit right there on the spot. I have decided to replace the unit but it will not be done by R. S. Andrews. I called R. S. Andrews to cancel my maintenance contract and, since absolutely nothing had been done, ask for my money back. The woman on the phone became a little huffy when I told her another company had been able to get a technician to my house the same day I called while she had told me it would be at least a week. She said and quot;well, if you had requested a repair visit rather than a maintenance visit, we could have been there just as quickly.and quot; I told her the united needed a and quot;repairand quot; because proper and quot;maintenanceand quot; had not been done but, since we were never going to see eye to eye about that, I simply wanted my contract cancelled and my money back. She said, and quot;I can't do that. Only Millie can do that.and quot; I said, and quot;okay, transfer me to Millie.and quot; and quot;Millie's line is busy. Would you like her voicemail?and quot; Since no one at R. S. Andrews ever returns phone calls, I said I would call back. I called at 12:30. Millie was at lunch. I called back at 1:30. Millie was on another line again. I was told by the lady on the phone, and quot;I'll get with my service manager and we will call you back.and quot; That was on Friday. No one called. (surprise) The following Tuesday, I called back. Millie was on sick leave. Assuming I was going to have to go to Small Claims Court. I gave up. However, yesterday, a check for $432 arrived in the mail from R. S. Andrews. No phone call. No apologies. Nothing in the envelope but a check. I don't know what happened with this company. They used to have an A rating on Angie's list, which is why I picked them in the first place. I notice they had a B rating last year and now have a C rating. Whatever is happening there, things are moving in the wrong direction and I hope it gets turned around soon. They are a local company and I hate it when local companies fail.

RS Andrews installed the whole brand new York heat pump hvac system 2 years ago in a rental property I own.The blower motor went bad 2 days before the warranty expired. The tech i spoke to told me the repair would be nearly 650 dollars. my reply was and quot;I thought the motor is under warranty?and quot; he replied:and quot; it is. the labor will be 550 dollars. the motor is 1200.and quot; I asked why so much he said and quot;well its real tight up in the attic and i'm not even sure i can get to itand quot;. I reluctantly agreed to the repair because my tenants were freezing.Turns out when the motor finally arrived (i had to pay 85$ in shipping), another tech installed it in less than 20 minutes. I wish i could make 550$ in 20 minutes. By the way, I searched for the exact motor they told me was 1200$ and found it for 128$, Hmmmm. O.K. i know it was my fault, but the power i behold is to never use them again.

The detailed are in service performed.

Overall, we were not pleased enough with their services to continue using them.

RS Andrews was friendly and professional from the moment I called to set-up the appointment to the end of the test. Although, I had many questions, each one was answered promptly or with a follow-up call or email. At the beginning of the installation, there were two technicians. They were on-time and very courteous and professional. They explained the type of work that they were going to do and about how long it would take. At the end of the installation, the technician tested the furnace, but discovered the gas was not turned on. He explained that I would need to call the gas company and have them turn on the gas. Then they would return to do the test on the new furnace. They cleaned up after themselves and hauled away the old furnace and ducts. After the gas was turned on, a different technician returned to conduct a test of the furnace. Finally, the inspector came to inspect the new furnace, and it passed inspection!!! Overall, the experience was great and I would recommend RS Andrews!!!

DO NOT BUY ANYTHING FROM RS ANDREWS!!!! I have never posted anything like this before, but I am in shock and I just can't believe a reputable company can do this to a consumer. YOU ARE NEVER GOING TO BELIEVE THIS! We bought a new Trane heater from RS Andrews. I was just told by Renee at RS Andrews that my heater that was installed in June of 2011 and serviced in April 2012 (THIS YEAR) is leaking water because I didn't maintain it properly. Now mind you, she told me this over the phone while I'm trying to schedule an appointment! My heater's leaking because I DIDN'T properly maintain it. I told her it was installed last year, was serviced in April of THIS YEAR, and I didn't maintain it properly. That was crazy. She said, and quot;Well that was 8 months ago.and quot; I told her I didn't care it was serviced this year. How often are you supposed to have a heater serviced, once a year right? She agreed, but then still said it was leaking because it wasn't maintained right. No one even looked at it yet about this problem. Okay, 11/29/12, my heater went out in the middle of the night. It stopped working. I called and the first thing they asked was I on the service plan. I said no, but it was only bought last year so should still be under warranty. They came out the next day, 11/30/12, and service man said the wires in our house must be faulty and charged us for the service call. I came home (my husband was home when the service man came) and saw water on the floor leaking from the bottom of the unit. I asked my husband what the guy said about that and he said he didn't say anything and my husband didn't point it out. So I called back to schedule an appointment for this Friday, 11/30/12. I told the lady there was water leaking from it and that I needed to schedule an appointment for Friday again. She said they office would have to schedule it and that they would call me back to let me know what time on Friday. I told her specifically to indicate it had to be Friday. I didn't check my messages until today, 12/6/12, and they did call and leave me a message to call them but didn't give me a time for the appointment. So I called today to find out the time and they didn't even schedule the appointment!!! It went downhill from there because I asked to speak to a manager and they were all in a meeting. That's when Ms. Renee started in about me not having a service agreement with them and that my heater was leaking because I didn't properly service it. This is absolutely insane. (Oh by the way, they never gave us the quote as they said they would on Monday to fix the wire, but they did send a paper for me to sign up for the Service Shield Maintenance Agreement!) The reason I didn't buy a service agreement with them is due to the following of what happened when it was installed! I thought my son and I were going to be blown up in an explosion. Just READ ON...YOU WON'T BELIEVE IT!!!! This is when we first bought the furnace. Well, the salesman was wonderful, Chip. But the 2 men who came out to install it didn't cut my gas off and I came home to a house full of gas. I called Columbia Gas. They said my son and I had to leave the house, don't open the windows, don't turn off the tv, etc because we could ignite a spark and cause an explosion! We waited outside for Columbia Gas. They came and the guy's meter was beeping like crazy. He turned off the gas and put a cap on it. Then after that they took 2 more days than they promised. They would work part of the day here and then leave to go somewhere else and they were behind with me already. DON'T USE RS ANDREWS it's NOT SAFE and THEY DON'T STAND BEHIND THEIR PRODUCTS. Apparently all they care about is getting a service agreement and making the sale.

Aaron the technician arrived on time, performed the checks on the heating unit, cleaned and tested the unit. He was in and out in about an hour including describing what upgrades I should consider. He also reminded me I need to install a CO detector. Very pleased with his level of knowledge, service and professionism.

They were very professional, punctual, and honest.

I called quite a few companies and ended up getting 3 estimates. R.S. Andrews was, by far, the most professional. Their office staff and technicians communicated with me very well and were considerate of the fact that I was across the country. They were respectful and courteous with our tenants and cannot say enough about how professional they were. We worked with them through their partnership with Home Depot. They were very helpful with financing. They were the only company to provide a comprehensive estimate and give me all of the options I asked for. We wanted a quality unit and they carry the top brands. I contacted them during a heat wave. They fit us in as soon as possible and even provided my tenants with temporary AC units until the work could be completed. I highly recommend this company. They are knowledgable, reliable and I highly recommend R.S. Andrews of Tidewater!

From the start consultant Mike gave us full confidence in RSA's ability to do the job right and back it up with a solid support service plan. The bid for the job was not the lowest, but the worked performed and the customization of our installation was well worth the value. The crew performing the job (Greg/Jeremy/Shaun/Jason hit the installation hard and worked all day until the job was finished and all work areas were cleaner than when they started. In spite of several minor technical challenges they crew performed flawlessly and I would highly recommend them by name. Bottomline, RSA delivers what they promise, and came out to followup to ensure optimum performance and performed one service call (to adjust referigerant level) within 2 hrs of our call. Over two months later the system is performing like a champ and the estimated 30% energy savings they calculated has been fully realized with several extreme heat months in June and July, both bills were lower than last year (June 37%, July 32%).

The office staff is caring, professional, and efficient. However, sending multiple technicans, at multiple skill levels, contributed to the length of time it took to get to a final diagnosis, and we lost confidence in the firm's ability to correctly diagnose and fix the issue. The service calls and technican recommendations went on for well over a month, and the problem was never resolved. In the meantime, we bought a PCB we didn't need, and have been running a window air unit almost continually to keep the upstairs cool. We have have decided to replace the unit, using a different company.

They repeatedly cancelled at the last minute and failed to show up for appointments. They would come, take pictures assure me they would call back the next day and never call for months and them send me a bill! I would never recommend them for anything again. I thought I had a 10 year warrenty on my Trane system- it was only if I continued to pay them over $200 a year for "check ups" - forget it!

representative seemed quite knowledgable, we got several price quotes...theirs was one of the higher ones, and they answered our questions to our satisfaction...their explanation of the options available was clear. Their installers were cordial and explailned everything to our satisfaction. So far the system is doing a fine job. We used it for ac and it did a good job of cooling the house. Although we mainly needed to replace the ac unit as we have a boiler and hot water baseboard heat, we opted to replace it with a heat pump and we are now alternating the heat pump and our old hot water base board heat during the winter, which is a great option to have. We never have to use the and quot;emergencyand quot; heat option on the heat pump. We also have had a service contract with them for a few years, and they are prompt at coming out when we call them with any problems. Haven't had any of course with this new unit, but certainly did with the old one until it finally died. It was 15 years old and probably lasted that long because we had them service it every spring. We also have an addition with a separate type of heat and ac. It is a wall unit, but still basically a heat pump type of thing. When it got really cold, the heat would not come on. We had the company that originally installed it about 7 years ago come out 3 or 4 times and it still would quit when it got really cold. We called RS Andrews since they had just installed our new system, and of their techs came out, took the unit out of the wall an determined the problem. We are currently wailting for a part to come in. He was able to determine what was causing the problem, whereas the other ones obviously didn't.

They were very responsive and quick. They fixed our problem. We would use them again.

I watched as they removed the old A/C unit and coil. The installation was all shoddy. The man who installed the coil in the ventilation above the air handler didn't have any experience in duct work. He pieced together a transition piece to make the new coil work and used a bunch of duct tape to seal the faulty seams. All he had to cut metal was a pair of tinsnips, that was it! He then used a insulation blanket to cover his substandard work. When the unit is on, you can feel the airflow in the utility room where the equipment is located. The man who installed the A/C unit didn't have the proper pipe fittings so he just stuck the existing copper freon pipe in the new A/C unit and filled the difference in pipe diameter with solder. Just horrible job and I wonder how long it will last. I even tried contacting WAVY TV-10 as R.S. Andrews is one of their preferred contractors and heard nothing back from them. R.S. Andrews was contacted and had no interest in correcting the above problems. NEVER will I use them again, even for a simple yearly check. Don't make the mistake of using this company. The installation team that came to my house were not professional and were both jacklegs.

RS Andrews was able to get someone to my house within an hour of my evening call on a hot day, and completed the repair in under 24 hours. They worked wthin the time I had available to be at home, and even called as the Tech was leaving the previous job to verify I was available. I appreciated that they sent the Tech out ahead of the parts so that he could get the unit disassembled and prepped for the replacement while the part was in transit. I'm even happier that this was all covered under warrantee, but would have been happy with the service even if I had to pay for it. Timothy wore protective booties while in the house, and kept the house clean. We had this Trane system installed maybe 3 or 4 years ago, and we've been very happy with the unit, the installation, and the continued support from RS Andrews. I would definitely recommend them for future HVAC work.

It went very well, they installers worked very hard all day long, even in the rain. They cleaned up pretty well after them selves and were very polite.

When the workers came to do the actual installation they did not do some of the items we had been concerned enough to ask about in the beginning because it was NOT ON THE WORK ORDER! There was no French drain installed. There was a problem in the way they cut the metal to fit around siding that was going to be removed (and they had been told by us siding was going to be replaced.) So there was not good communication between the salesman and the workers. We talked to one of the original workers that was going to do the French drain and we told them to fix the rain hood because they had made it fit siding that we had told them was coming down (so unnecessary to fit the metal around it). He then called his supervisor and the supervisor told him to tell us if we wanted to talk to him we could call him on Monday (this was on Saturday) and the worker just left. We later had to have the unit fixed by another company who said that we were lucky the unit wasn't damaged beause it was wired improperly. In short, RS Andrews promised the world, delivered bare minimum, and did it wrong. Our home and lives were put in jeopardy (because of the improper wiring) by their shoddy workmanship and uncaring attitude.

This is a company with whom I dearly wanted to do business with. Poor waste of time. The technician who called was marginally literate and idiotic at best. He had NO CONCEPT OF THE MEDICAL RAMIFICATIONS with regard to the availability of hot water.

Heat Pump decided to stop working during the very cold 4 day stretch in early December. Found RS Andrews on Angie's List, called during the late afternoon and they were available to come over the next morning. As later in the day was better for me, RS Andrews was very accommodating and set me up as the last service call of the day. As my heat pump is quite old I was fearing the worst, but is turned out to only be a burned out wire. Cost of the repair (not counting the service call) was a whopping $13. RS Service Technician Eric was fast, professional, and very nice. He teased me about the cost before he "broke the news to me" of the $13 repair. Would definitely recommend RS Andrews to other Angie's List customers. Thanks RS Andrews for keeping us warm.

The installation of the new humidifier began on September 25 and continued on Oct 9, Oct 23, Nov 1, Nov 29, and is scheduled again for Nov 30. Every time a technician came to my house at 8:00 or 8:30am and spent the entire day and the humidifier is not installed yet. Aside from having to take annual leave during the weekdays, and making several weekends very stressful, I work a night shift so morning appoints are very inconvenient for me. Their scheduling office once called me at home (even though they have my office number) late on a Friday afternoon and left a voicemail on my answering machine saying the technician would be out early on Saturday morning. They did not ask if I would be available (which, on such short notice, I was not) and I was unable to cancel the appointment because their office was closed long before I got home and received the message. Today (November 29), I stayed home all day and, at 4:00pm, the technicians told me "another technician will be out tomorrow to turn on the humidifier." That will be another day of annual leave. I asked if the technician could come out after 4:00 today and they said no, he was booked for the day. (I suppose they only have one technician who can turn on a humidifier.) Then, when I finished supper tonight, I found that they had disconnected my kitchen light and garbage disposal while "installing" the humidifier. So far, those are the only things I have found to be not working. I fear to check the upstairs! I called the company -- which, of course, is closed -- and left a message with the answering service that the technicians who were out today need to come back tomorrow and hook up my garbage disposal and kitchen light again -- after which time, the technician who turns on the humidifier probably won't be able to turn it on.... which I seriously doubt will ever happen anyway!