Complaints

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• Initial Complaint

  Date:11/07/2024

  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.

  We paid 5000 dollars in February to fix our plumbing and it was our understanding that all the drains were going to be fix and updated to yhd fixture snd now the are wanting me to pay for another drain to be fixed and updated and they want2400 and just wantthr what was told to me the first time.

  

  Business Response

  Date: 11/13/2024

   

  To Whom it may Concern,
  
  We are providing the rebuttal for complaint #22525781. Our
  first encounter with Mike and Charity Aranda started on February 9, 2024
  (invoice and signed estimate provided) We were asked to dispatch our plumber to
  109 West 11th Street in Safford, Az because a line cracked and was
  leaking in the cellar. Mr. and Mrs. Arandas house has original plumbing from when
  it was constructed back in 1930. The homes plumbing consists of cast iron pipes
  that have an average life expectancy of 80 years, 14 years past their expectancy
  from rust, cracks and other malfunctions. When our tech arrived, he investigated
  the water leak and found that there was not just a leak in the cellar but also throughout
  the home and sewer pipes. Our plumber advised the customer Mr. Aranda of the
  situation and showed him the plumbing issues found. He then provided options and
  estimates for repairs and whole home re pipe to Mr. Mike Aranda. Due to their
  financial situation, the customer asked for financing options for the current repairs
  needed. Mr. and Mrs. Aranda applied for financing with a 3rd party company,
  Wells Fargo, getting approved for the needed amount. Our Plumber then gathered
  needed supplies and completed the repairs on the need compromised drains and
  pipes. Mr. Aranda was pleased with the work and signed off on both Advanced Air
  Systems invoices accepting the work provided along with electronically signing
  for financial responsibility through Wells Fargo.
  
  A few Days later February 11, 2024, The Arandas reach out to
  our office stating they were experiencing more leaks in their home. Our plumber
  was dispatched back to 109 West 11th Street in Safford. Once the tech
  did a thorough examination it was found that fittings that we did not replace
  in the previous job had now become compromised. The customers were aware that it
  was a possibility due to the age of the homes plumbing.  The plumber then snaked the lines to find a
  clog of hair backing up the pipes between the home and main line. Due to the
  pressure fittings broke loose causing more leaks since the previous call on
  February 9th. At no charge our Plumber repaired leaking fittings and
  snaked the customer’s line. Mr. Aranda was again satisfied when our Plumber
  left his residence.
  
  Four months later June 1, 2024, we were asked to dispatch
  out Plumber to Mr. Arandas home where he was experiencing a hot water valve
  dripping in his shower. We once again had a pleasant experience with Mr. and
  Mrs. Aranda. We supplied them with an Internal valve repair estimate which was accepted.
  Our plumber completed the repairs and the Arandas requested to pay with their 3rd party financial loan through Wells Fargo. The Wells Fargo documents were signed
  after the work was completed and the customer stated he was satisfied.
  
  Once again four months later October 31, 2024, the Aranda’s
  reached out to our place of business due to more compromised pipes leaking at
  their home. Mr. Aranda along with our Plumber checked all the lines for leaks.
  It was verified that repairs that were completed in February were not the issue
  but new compromised fittings. The main concern was a leak coming from the
  washer. It was verified that the piping to the washing machine was not
  compromised back in February. The washing machine plumbing material was then
  verified with the customer that it was original plumbing with cast iron materials.
  We supplied the customer once again with an estimate for repairs for $2821. The
  estimate was signed and accepted by Mr. Aranda. Repairs were scheduled for
  November 6, 2024.
  
  On the scheduled day of repairs our Plumber showed up to
  being working. He was later approached by a disgruntled Mr. Aranda who became frustrated
  and combative with our tech. He told the tech to “get off his property” before
  repairs could be completed. Vince Trujillo our service manager was then
  notified of the situation and came to the job site. Vince tried to come to a
  resolution with Mr. Aranda and offered a discount of 50% off their bill due to the
  financial issues they stated they were having. While on site Vince and our Plumber
  found another clog in the pipes and Vince offered to clear the line for free.
  The Aranda’s denied us from doing the work. Mrs. Charity Aranda from this point
  on called and texted into our company implying this was our fault from the job
  performed back in February. She did not think they were responsible for any
  more repairs that needed to be made and that she was not going to pay. Mrs.
  Aranda also stated that she was going to have another company come out and do
  the work because she would not do business with us. After many harassing phone
  calls and text, the Manager Vince recalled the discount and decided it would be
  best to separate our company and the Aranda’s.
  
  As you can see from the documents we have provided, our company
  has held our end of the deal every time Mike and Charity Aranda when they have requested
  our assistance at their home. We have also offered discounts and free work,
  which has been denied by the customer. The Aranda’s have slandered our company name
  on many platforms of social media sense this incident has occurred as you can
  see. She also states poor communication between her and her husband and their
  financial burden.  These are issues that
  should not involve or impact on our company and our scope of work.
  
  If there is anything further needed from Advanced Air Systems
  please let us know we
  are glad to assist with anything else needed.
  
  Thank you,
  Jaime Myers,
  Advnaced Air Systems Owner