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:03/19/2025

  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.

  Substandard HVAC maintenance and repairs, leading to multiple system failures and property damage.Advantage Air has made incorrect repairs and caused the following damage:water damage on ceiling in garage and yellow insulation for what appears to be from the blower cabinet panel installation being off and damaged. Insulation was left on top of a flex duct and in a box next to the air handler. It was left in a state too wet and damaged to be reused.The Armaflex was removed from the drain line causing sweating. Insulation was also removed from the suction copper line to the air handler The linset rubber gaskets were removed causing the air handler to pull in unfiltered air from the attic The level of condensation caused by the sweating and direct access to the unfiltered air caused mold and microbial growth Improper installation of insulation caused it get stuck in the blower wheel, causing the blower wheel to become inoperable The high side service valve assembly threads were damaged due to being forced off rather than simply unscrewed. Making the valve inoperable Low side service locking cap was left off and not installed and laying on the floor next the condenser unit.The capacitor was replaced with the wrong size and not as specified Multiple attempts to contact the business for resolution have been ignored.

  Business Response

  Date: 04/16/2025

  Our response in regard to **** ****** complaint:

  We Do Not warranty anything we did not install.

  Customer Answer

  Date: 05/07/2025

  I am writing in response to the ongoing issues concerning my air conditioning system, serviced by Advantage Air Conditioning of the Treasure Coast.
  Since Advantage Air began maintaining my system on 3/17/2022, I have entrusted their professionals to ensure its proper operation and upkeep. They conducted bi-annual maintenance services, which ought to have identified and preempted any systemic issues.
  A significant leak, which emerged shortly after your last service, suggests overlooked problems or inadequate preventive measures. Repairs, such as the replacement of the thermostatic expansion valve (TXV), should ideally resolve existing challenges without introducing new ones.
  Contrary to your assertion, I reached out multiple times to seek resolution, only to encounter unproductive communication barriers. When the owner was finally reached, the conversation regrettably involved inappropriate language, further undermining the goal of constructive dialogue.
  
  
  

  Customer Answer

  Date: 05/07/2025

  P.S. I sent three registered letters via **** requesting insurance information necessary to process a claim. There has been no response to these communications

  Business Response

  Date: 05/14/2025

  ****, please review previous correspondence as we have already addressed all these issues. To review, we did not install system, we did not install drain line with unglued fitting, we have never worked on drain line nor installed unglued pvc fitting. Service Maintenaces  do not include checking drain line fittings to make sure they were glued by original installer. If you have a complaint you should address this with your original installer. Our phone number here is still the same and is still answered 24 hours a day. We have not heard from you.

  Business Response

  Date: 05/14/2025

  ****, please review previous correspondence as we have already addressed all these issues. To review, we did not install system, we did not install drain line with unglued fitting, we have never worked on drain line nor installed unglued pvc fitting. Service Maintenaces  do not include checking drain line fittings to make sure they were glued by original installer. If you have a complaint you should address this with your original installer. Our phone number here is still the same and is still answered 24 hours a day. We have not heard from you.

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23087488
  
  I am rejecting this response because:
  

  Your assertion that these issues have been addressed is inaccurate. While you are correct that your company did not perform the initial installation, Advantage Air has been the exclusive provider of regular maintenance and service for this HVAC system since March 2020.
  Over the past two years, your technicians have conducted multiple maintenance inspections. Standard HVAC maintenance includes checks for potential issues and ensuring the system is functioning correctly. If the unglued drain line fitting was a pre-existing installation defect, it should have been identified and brought to my attention during one of these routine inspections. Failure to do so, and the subsequent water damage directly following your service, indicates negligence in your maintenance procedures.
  Furthermore, the issues with the capacitor, fuse replacements, and loose wiring, all occurring after your service appointments, point to a pattern of substandard maintenance.
  Regarding communication, while your phone line may be open, proactive communication and a willingness to find a mutually agreeable resolution are equally important. I am open to discussing a fair settlement to cover the damages resulting from the negligent maintenance of my HVAC system. I look forward to your prompt response and a constructive dialogue.

  Sincerely,
  
  **** ******

  Customer Answer

  Date: 05/15/2025

  P.S. 
  Here's a breakdown of how the damages are related to negligent maintenance:
  
  Disconnected Drain Pipe: A routine maintenance check should include a visual inspection of the drain line and its connections. The fact that the pipe was completely disconnected directly after your technician's service on and was not present during any of my prior access to the attic space indicates that your technician either disconnected it or failed to notice and address a critical, pre-existing issue. This directly resulted in significant water damage. Technicians are expected to ensure that drain lines are properly connected to prevent water damage - especially in highly visible locations. 
  
  Damaged, dislodged and improperly installed Insulation: Technicians often work around insulation during maintenance. The dislodged and damaged yellow insulation, likely from the blower cabinet panel, found on top of a flex duct and in a nearby box, suggests that your technician improperly handled or removed the panel. If this were an installation issue then it should have been noted as a concern during one of the several inspections. The insulation is now too wet and damaged to be reused. The improperly installed Insulation obstructing the blower wheel is a direct result of improper handling and installation during a service. I only began to have yellow pieces of insullation blowing out of my vents after a Advantage Air Technician had been at my home. A trained technician should ensure that insulation is correctly positioned and does not interfere with the system's operation.
  
  Removed Armaflex Insulation: Armaflex insulation is specifically designed to prevent condensation on the drain line. Its removal by your technician is a clear act of negligence. A technician should never remove insulation designed to protect the system. This removal directly led to the excessive condensation and subsequent mold/microbial growth. If the insulation had been missing prior to our maintenance agreement had commenced, I would expect that a technician would have brought that to my attention during a Maintenance and inspection appointment and discussed a fix. 
  
  Removed Suction Line Insulation: Insulation on the suction line is crucial for system efficiency. Removing it is not a standard maintenance procedure and should have never occurred. If the insulation had been missing prior to our maintenance agreement had commenced, I would expect that a technician would have brought that to my attention during a Maintenance and inspection appointment and discussed it's proper fix. 
  
  Removed Linset Rubber Gaskets: The linset rubber gaskets seal the air handler and prevent unfiltered air from entering the system. Removing them is not a standard maintenance procedure and directly contributed to the mold/microbial growth by allowing unfiltered attic air to be drawn into the system. A technician should be aware of the importance of these seals. If the gaskets had been missing prior to our maintenance agreement or service performed by your technicians had commenced, I would expect that a technician would have brought that to my attention and discussed it's proper fix. 
  
  Damaged ***************** Valve Assembly: The damaged threads on the high side service valve assembly indicate that your technician used excessive force when attempting to remove the valve, rather than using the proper tools and techniques. This valve is accessed regularly during normal service, and if it was  inoperable during a service appointment at any point, a technician should have pointed this out. This is a clear case of negligence. It indicates that if this indeed was an installation issue, then Advantage Air has not been able to perform regular service this entire time. 

  Missing **************** Locking Cap: Failing to reinstall the low side service locking cap is a negligent oversight. Again this cap is accessed regularly during normal service, and if it was missing during a service appointment at any point, a technician should have pointed this out. Technicians are expected to ensure that all components are properly reassembled after service. 
  
  Incorrect Capacitor: Replacing the capacitor with an incorrect, non-specified size is a fundamental error. A trained technician should always use the correct replacement part.
  
  These issues are not simply "wear and tear" or pre-existing conditions. They are a direct result of negligent actions or omissions by your technicians during routine maintenance and subsequent repairs.

  Customer Answer

  Date: 05/28/2025

  I have a concern about this complaint. The owner never contacted me or addressed my complaint. The issues in question were due to negligence over several years of service and not a result of the installation. I have third party inspections and reports to back this up as well as several registered letters that went unanswered to the business. 

• Initial Complaint

  Date:03/16/2025

  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.

  From April 3, 2024 thru August 12, 2024 I was continually charged for more service calls, parts and they kept adding freon over and over again that continued to leak out as the a/c unit was not properly repaired and service and totals over $2,000.00. On 4/3/2024 I set up a service call before the warranty on the unit was up in May 2024. It was then that they had to keep coming out to the house as it wasn't working or cooling the house. We repeatedly requested copies of all the invoices and a statement of account for 2024. When we finally received the statement there is a gap from 4/24/24 and 08/01/24. They had been called out to the house every week - 2 weeks yet there are invoices missing within those dates. In sear. ch for my copies I located one dated 7/29 for $245.00, unfortunately I am still looking for others. They did however send most of them, the statement does not have any company information, address or phone # on it and shows a balance of $2,001.33 yet their last bill sent to me said I owe $319.45. They have clearly tampered with the account and statement. We ended up calling in another a/c company on 9/17/24 to fix it properly and their bill was $1,933, the unit has been running and cooling as it should since they repaired it. The leak was located underground and it had to be redone.

  Business Response

  Date: 04/11/2025

  Response X2 uploaded via PDF