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:21/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I got a new **************** installed by advanced HVAC in the beginning of the year (Invoice *****A). The air filter is stuck in the slot. I've contact adv. **** support two weeks ago.After one week got a reply that the install manager needs to look at this. Haven't heard from **** since.Hopefully this ticket will get a faster response.

  

  Business Response

  Date: 11/11/2024

  I do have an open work order in our job management software to correct this issue for you.  

  It would be best for you to communicate any and all of your concerns with us, and our service manager directly. 

  I see that you sent one email to us for this concern, then wrote us a 1 star ****** review, and now a BBB complaint.  Yet I don't think you have called us to speak to us to voice any issues.  We are human and we work very hard to address all issues our clients may have.  

   

  Customer Answer

  Date: 15/11/2024

  hi,

  The company (advanced HVAC) have sent someone today to fix the issue.

  Before I accept & close the complaint. I want to understand, once the complaint is closed

  it'll start showing on the BBB website?

  Thanks,

  Liran.

• Initial Complaint

  Date:31/07/2024

  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.

  Advanced HVAC usually do the maintenance on the airconditioner/furnace in my rental unit of 1605, ********************************************************** because they installed the unit in the first place. On July 10, 2024, I called them to do maintenance, following a complaint from the tenant in the unit that the air conditioner/furnace was leaking. ******, their manager informed me that because it was a leak, it would not count as regular maintenance. He insisted that they will have to go in, do diagnostics and then repair and bill me by the hour. I agreed and when the invoice came in on July 15, 2024, I promptly paid, believing that the work was done. Today, the tenant called me that the air-conditioning unit was still leaking and that the air conditioner was not cleaned thoroughly, contrary to the technician's avowal. He said the technicians did not even stay for an hour before leaving and saying that regular maintenance had to be scheduled to fix the problem. I was appalled: I had paid in good faith but Advanced HVAC did not perform. Today July 31, 2024, I called ****** to get an explanation: at first he told me that the problem had been all fixed but when he heard about the tenant saying that it was not, he told me that the technicians probably had too much on their plate and might not have been able to solve the problem that day. Later today, a certain ***** Lascalle called me to say that they had fixed the problem but that maintenance was still needed and that it would give me a discount at $135 to solve the problem. I said I had no issue with paying to correct the problem but was intrigued that I had been told at first that it was not a maintenance problem. ***** Lascalle then took on a most rude tone, saying that the tenant was lying and that he does not listen to tenants but to his technicians and that he was ending the conversation because I was giving them a hard time. Another company has to step in as the unit still leaks and the laminate floor is peeling.

  

  Business Response

  Date: 19/08/2024

  Hi ****,

  Our technician checked and took a video of the unit properly draining before leaving.  

  Why did you hang up on ***** when discussing the work?  

  Please respond to the email which you received your invoice so we can work on resolving this.  

  Thank you

  David 

   

   

  Customer Answer

  Date: 19/08/2024

   
  Complaint: 22072134
  
  I am rejecting this response because:
  ***** told me that he was done and didnt wish to communicate with me any further before I hung up.  Clearly, if one party said he no longer wished to engage, there was no point of holding on except to seek redress elsewhere.  I was asking very simple questions from the business about why the cleaning was not done as had been scheduled, why what I had been told were straight forward repairs ended up becoming a maintenance issue again and the responses I got were imperious and derogatory at best.  The message that ***** left on the phone before I had called him implied that I was unwilling to pay for services:  that was condescending:  I have no problem paying for services rendered in good faith.  As it were, the companys negligence in attending in a timely fashion to my complaints has caused damages to the floor of the unit with complaints from other units that they were affected.  The information that accompanied the invoice did not alert me that further work was necessary.  I was the one who contacted the business about the need for maintenance but for another unit.  They then asked if I wanted further maintenance on unit 1605 and since they didnt stipulate that follow up was needed, I gave signal for only 201.  I have since expended additional monies in repairs to -)05 only to find that a complete overhaul seems to be needed.  With due diligence from Advance HVAC such waste of monies could have been avoided with the right diagnostics from the beginning.
  Sincerely,
  
  **** Fabowale

  

  Business Response

  Date: 11/09/2024

  I have asked our team for further clarification.

  Regards,

  David 

  Customer Answer

  Date: 17/09/2024

   
  Complaint: 22072134
  
  I am rejecting this response because by now the business should have completed their investigation and established the veracity of my claims.  At the very least, the business should refund the amount on their invoice to me as they did not ensure specific performance of their duties as part of their due service.  I have expended over $540 to get the air conditioner thoroughly cleaned by another company after Advanced HVAC claimed they had worked on it.  I am currently waiting for estimates of repairs needed following the leakage that persisted after Advanced HVAC worked on it
  
  Sincerely,
  
  **** Fabowale

  Customer Answer

  Date: 31/10/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and I would like to move forward with mediation.

  Regards,

  **** Fabowale

  Customer Answer

  Date: 01/11/2024

  The above are additional costs incurred and estimates of repairs to the flooring as a result of the negligence evident in Advanced HVAC's performance of its service obligations.  I was told that due to the nature of the damage to the flooring of the unit, not only the affected area but the entire flooring of the sitting room has to be replaced.

  

  Business Response

  Date: 05/11/2024

  The third party invoices state what we had seen on site.  There was no water leaking - in fact we have a video of the water leaking outside where it should be (from the tech on site).  The pictures provided by the consumer show condensation on the unit, which means there must have been high humidity insider the unit - very rare for these conditions to happen ( keep in mind we have replaced a few hundred of these units in the exact building and I have never seen this condensation). 

  I also have pictures of the damaged floor when out technician was on site for his visit.  

  The third party hvac company also stated the unit had been "leaking for 2 months" ?