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:09/04/2025

  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.

  Mar 18, 2025 Heat Installation at the complainant's address.There are two attachments:1. Fully paid invoice with terms including Advanpro Installation Guarantees (page 4): "-At Advanpro we pride ourselves in delivering the best service and the highest quality workmanship available. We guarantee that the installation will pass inspection and conform with all applicable building codes. Any deficiencies will be corrected immediately at NO cost to you." 2. City inspection report outcome: Not Acceptable with deficiency.Please note the house does not have preexisting EV charging,hot tub, steam generator or other similar high amperage circuits. There was no change on the electrical circuit load after the vendor's assessment/quote. My complaint is that the vendor refuses to cover the expense/work required by inspection report and any ensuing requirement to meet current electrical codes and pass the safety inspection.

  Customer Answer

  Date: 12/04/2025

  The action needed is for the vendor to honour their obligation of delivering work that passes city inspection at no cost to the customer. Their job ends when the city building, and electrical code requirements are met and has pass the city safety inspection.  Please also refer to the details of my complaint. Looking forward to your next communication soon. Thanks

  Apologies for my delayed response the BBB email went into junk box before it was noticed.

   

  Customer Answer

  Date: 14/04/2025

  Hi, could you please confirm that my complaint is still active. I responded on Apr 12 on your ask, but I don't see it here nor have received an email acknowledgment. 

  Customer Answer

  Date: 15/04/2025

  Hi, I called your office a few times today (Apr 15) but no one is answering nor has got back to me. I like to ask the status of my complaint if this has been sidelined by your 2-day calendar no response rule to unilaterally drop this from your end. Please email back at ********************** and why this is such the case when I don't see this rule being transparent in your website.     

  Customer Answer

  Date: 17/04/2025

  I appreciate the response and action. Thank you *******

  Customer Answer

  Date: 21/04/2025

  Hi ******* when did Advanpro receive my complaint? Please let me know if anymore clarification is required from me. Thanks 

  

  Business Response

  Date: 24/04/2025

  Dear ******,

  We are sorry that complications have arisen following the installation of your heat pump system. Advanpro operates in good faith to all of our customers and we make all efforts to avoid 'surprises'. We install hundreds of AC and Heat pump systems on an annual basis and have helped many customers qualify for the Greener Homes program with our meticulous equipment selection and consultation process. It is my understanding that our estimator inspected your electrical panel during your initial home visit and based on his experience, did not flag it as a panel that may present issues with exceeding electrical load capacity. As he may have explained to you, we can generally tell when we need to recommend our clients to an electrician for further work. In this case, the city inspector flagged this panel as having a potential load capacity issue. This was not something that we were expecting to be an issue, our experienced installer did not bring up concerns to us either. That being said, most **** companies do not have in-house electricians that can examine every single customer panel to verify load capacity. The municipality have become very strict with load capacity in recent times and this year we are hearing that even electricians are being surprised by scenarios like this. Our 'Install Package' line item states clearly that additional electrical expenses are responsibility of the customer, as unfortunately we are not in a position to absorb these kind of costs in an ever-changing electrical landscape. I spoke with our estimator and he mentioned that he told you we could recommend our partner electrician to complete a load calculation and any subsequent work at very reasonable rates. We can still assist you with this if you would like. 

• Initial Complaint

  Date:10/01/2025

  Type:Billing 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.

  Advanpro provided repair for my furnace at their normal business hour (prior to *pm). The repair work involved the replacement of a thermocouple, and the technician completed the work and was in-and-out of my resident within half an hour.I was charged in excess of $*** CAD for this service, which is extremely excessive considering the labor and parts involved (as mentioned prior, less than one hour of labor, and a furnace thermocouple is around $** CAD at any hardware store).I believe the charge is extremely excessive for fair business practice and goes against the principle of BBB, hence filing this complain.

  

  Business Response

  Date: 13/01/2025

  Hello ******,

  Out of good faith we have adjusted your bill down by $*****, if the office team have not yet contacted you to confirm this you can expect a call today. It is important to note however, that when you called into our office to schedule our repair services, you were clearly informed that the service call would be booked as an after-hours callout and as per our policy you were informed of the rates involved with dispatching one of our service technicians. Our on-call technicians' expertise was required to fix the issue with your furnace and you were provided with heat and peace of mind that same day. You also paid the bill without dispute at the time of the repair - our technician who attended your home is very experienced, happened to have the requisite part on-hand and was able to diagnose and repair the issue efficiently for you. 

  Customer Answer

  Date: 14/01/2025

   
  Complaint: ********
  
  I am rejecting this response because the repair bill far exceed the work the Advanpro actually carried out, and more so than the $**+ dollars waived as per the resolution suggested by Advanpro.
  

  Per **********, "Overcharging" is defined under Consumer Protection Act as follow:

  - Charging a price that grossly exceeds the price of similar goods that are readily available without informing the consumer of the difference and the reason for the difference.  Example: A contractor charges a homeowner $***** for roof repairs that would have been be done by competitors for $*****.

  Please reference the following internet link for the above - ************************************************************

  I have already reached out to several reputable HVAC repair shops in *******, and all of them has quoted me far less than than Advanpro's bill, and all stated the work could be done with less than 1-hour of labor, plus the cost of the thermocouple (which all of them quoted under $** dollars for each thermocouple).

  I would like Advanpro to revise the bill to one-hour labor rate per their standard rate (i.e. not after-hour emergency rate) plus reasonable cost of the thermocouple that was used for the repair.  Please note that the thermocouple used for the repair is readily accessible from various shops/sources, and while I understand that Advanpro is a "cost-plus" business, I will not acceptable any outlandish ******** for the thermocouple used.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:27/11/2024

  Type:Billing 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.

  our tenants call us and complain about a loud noise from the furnace. Called Advanpro as they did service on the furnace last so they had all records and info. The Tech showed up to the property and diagnosed inducer was failing, paid *** dollars for the repair diagnoses, an hour and a half of labour to diagnose said problem. The technician cleaned the inducer motor drain and stated the motor bearings were failing and it would cost roughly **** dollars to repair/replace the motor as the part itself is not serviceable. I had asked to purchase the part and have them do the repair but the technician said Advanpro refuses parts from a 3rd party as they cannot warranty and have to get part from their dealer directly. So would not do the repair with a customer sourced part. but for the time being they had heat and everything was ok aside from the inducer motor, but we didnt need to rush to fix it. I talked to the Technician personally. So We approved the quote and were told the part would have to be ordered and the repair was scheduled for the following week. Not an hour or two after this diagnoses the technician had called and said he sourced the part from a 3rd party and could do the repair day of initial service call, for an extra *** dollars or so. The quote went from **** to **** but it was still approved as the sooner the better. As the technician was picking up the part our tenants had called said the furnace stopped working all together, it would not turn on (after the technician said they had heat and everything was ok) We were told the tech would head back and take a look as it was likely the tenants were running the thermostat incorrectly. Tech arrived a second time and found the blower motor had failed, after being there * hours previous. quote was then **** to fix same day. **** said he would discount repair as blower was missed and when we were billed no discount was applied. We were billed ****. Called office and they said they cannot change price.

• Initial Complaint

  Date:05/11/2024

  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 purchased 2 furnaces and 2 AC units from this company, in 2021. Since that purchase, we have nothing but issues with our furnaces. These issues arise during the winter months because thats when theyre being used. We have had many different service technicians come out, tell us what THEY think the issues are, ***lace a part, furnace works for awhile, then we have to get them back out again. Sometimes, its -20 and we have no heat! We have been told various reasons why both our furnaces are not functioning yet, after ***lacing parts, we still come up short with broken furnaces. Weve had a technician from Advanpro tell us they no longer use our brand of furnace because most of them fail. His exact words were, ******* furnaces have a 96% fail rate. We have brought all of this to the management team just to be told the information is incorrect. It cant be incorrect because we have two failing furnaces that the sales *** insisted was just as good as our ***** which had not failed us since the building of our home in 1983. We wanted to put in Lenox furnaces but they didnt have any in stock and like I previously mentioned, the sales person told us Goodmans were just as efficient. . We have taken it to the owner level, he has come out to our home twice, changed yet another part, furnaces are still faulty. I have asked after each visit, what happens when our warranty runs out and have been told, they only provide 10 years. We have had issues from the first winter after installation. This company is a joke! Theyre refusing to acknowledge that we have spent thousands on two new furnaces that are faulty. We have asked for them to ***lace our furnaces - for the last 3 years since installation! They have not done so. Now today November 5, 2024 ( installation was fall of 2021), its cold and snowing and again, our furnace did not come on without my husband having to go to the basement, turn the switch off, wait, turn it back on. Should not have to do this, annually!

  

  Business Response

  Date: 06/11/2024

  Dear *****,

  I am sorry to hear that you experienced another issue with one of your furnaces yesterday, please do not hesitate to get in touch with us directly if you require service. We fully acknowledge that it has not been an ideal experience with your two ******* furnaces, however replacement of the furnaces is not feasible and your situation is unique among our customers who installed ******* ********************* in the last 5 years. Looking back through your quote history, it appears that we did in fact quote you Lennox options which were listed on the same quote as the ******* models, but you opted to install *******. Being that it was early August 2021, even if supply of Lennox furnaces was not readily available at the time of quoting, there was no urgency or pressure from an outdoor temperature perspective, to have to install ******* as an alternative. Our service technician's comments slandering ******* as a brand do not represent the view of the company and we scaled back our relationship with ******* because during and after the pandemic, they were not able to consistently supply us with equipment that we needed to serve our customers in a timely manner. ******* is one of the best represented and most widely used **** brands in ************* - our technician's opinion was subjective and frankly ridiculous. I am sorry that he compounded your view of the furnaces as a negative one. The generation of ******* units that we installed, did have issues specifically with Pressure Switches, which are the main parts that we replaced for you. ******* acknowledged this issue and replaced the parts under warranty. You still have many years of parts warranty remaining that will take you up to 2031. We want to keep supporting you as needed and hopefully you will not need our services on an emergency basis moving forward. That being said, we will always continue to be available to you as quickly as possible, should you require our help.

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 22515133
  
  I am rejecting this response because:

  Advan pro is trying to patronize me by saying the weather was not a factor for us to chose the ******* and not wait for the Lenox! Firstly, we wanted our renovations completed by fall of 2021, secondly, your sales person insisted that they were comparable. Your response has ignored the majority of my complaint and youve solely focused on your representative telling us Goodmans are garbage. Again, clearly he isnt wrong! 

  Your refusal to replace the furnaces that have caused issues since installation, or at the very least offer an extended warranty is despicable!  You say 2031 like its 20 years from now. Its 6 years away and the first 3 have had many service calls due to non- functioning equipment that your company installed. We live in a climate that reaches -45 at times, you are comfortable to stand behind your company when you know that we have been sold, lemons! Shame on you! 
  

  Youve now left us no choice but to file a legal complaint against your company! Waking up in winter and never knowing if a product that was installed 3 years ago, will heat our home or not, while fighting cancer, is not customer service. We should NOT have to rely on constant service calls in order for our NEW furnaces, to work! 

  See you in court! 

  Sincerely,

  
  ***** *****-*****

  

  Business Response

  Date: 12/11/2024

  Dear *****,

  Upon reviewing your entire service history with us (excluding routine maintenance visits), it is very clear that the vast majority of service calls you experienced on an emergency basis were as a result of the now replaced pressure switches. Rather than a series of differing manufacturing defects or issues with your furnace, we unfortunately did not reach a conclusive diagnosis on the pressure switches until May of 2024, which is why we had multiple visits to your home in the months leading up to that. Pressure switches can be a tricky diagnosis and some of our most experienced service technicians did not reach the conclusion during their visits. 

  We also had to return in February 2024 to make some adjustments to your exhaust venting, which had passed municipal inspection after installation, however during extreme cold was sending too much condensation back to the furnace. The venting is not part of ********* furnace. 

  Aside from pressure switches there have been no faulty components on either of your ******* furnaces that we have had to replace because they were defective, we replaced a control board under warranty as a precaution, however the issue still needed to be remedied with new pressure switches. We have been very responsive in trying to remedy your problem and we remain to be available to you should any issues arise. Because you have maintained your furnaces annually up to this point, both labour and parts will continue to be covered should you need our services. We are unable to extend warranty beyond what the manufacturer offers. Thank you.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22515133
  
  I am rejecting this response because:

   

  In what world does someone get BRAND NEW furnace's and they require servicing due to malfunctioning, within months of installation!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! If this does not meet the requirement for an extended warranty, I don't know what would. We have had many service calls to our home, you and I both know that. We shouldn't be required to have our furnace functioning annually or at times every few months, with a service call. The furnace should work by turning it on. Like are you for real! Would this be satisfactory, if it were in your home. We spent thousands of dollars and have had nothing but issues from the beginning - plus, we sent two family members to you and they too got AC and new furnaces installed. Like I said, you are not standing by your product which has left us no choice by to take you to small claims court.. 

  
  Sincerely,
  
  ***** *****-*****

  

  Business Response

  Date: 15/11/2024

  Hello,

  As our customer ***** is unwilling or unable to recognize that we have acted within all of the terms of her manufacturer and labour warranty, as stated on her original quote, and is now threatening us with court proceedings, we will no longer respond publicly on the BBB to this complaint. 
  

  We have treated her with empathy and responsiveness since the date of her installation till today. Pressure switches can be a difficult part to diagnose with symptoms that can present themselves as a variety of issues. At no point have we neglected to attend her home in a timely manner to try and resolve her problems and she has never been charged for any service visits aside from her annual maintenance. She is asking for an extended warranty that does not exist, so essentially her expectation is that after 10 years from ******* is over, she wants us to cover the cost of any parts that fail. This is unheard of and we do not think it is a reasonable request to resolve her complaint. She still has almost 7 years remaining of comprehensive parts warranty. 
  Thank you. 

  Customer Answer

  Date: 15/11/2024

  They REFUSE to see that a brand new installation of two very expensive furnaces, should not have malfunctioning, should not require a service call to work, should not be malfunctioning every winter when they get switched on! They have not always arrived when called. We had one incident when I was in full radiation treatment, they furnace was not functioning, middle of winter, they said they didnt have a technician available so they dropped off 3 block heaters for us to use, one of which had frayed wires that was duct taped. When spending thousands of dollars, you expect your product to function for a few years at the very least. Asking for an extended warranty on furnaces that have been faulty from installation, is not unreasonable. So, now we are stuck with furnaces that do not function within the first 10 years whilst under warranty, what do we do after 10 years. Pay out of pocket annually until we purchase new ones from a different company!! This is unfair, they need to take accountability! 

• Initial Complaint

  Date:09/11/2023

  Type:Product 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.

  Hello,We hired Advanpro to service our furnace and clean our fireplace. They called on the scheduled date of October ****, 2023 and asked if they could arrive early to do the service. I told them we are not home but allowed them to enter the house under the condition they clearly communicate when they arrive and leave and what they were doing. The workers arrived at our house at **:22 pm and left the house at **:39p.m which is a total of ** minutes spent at the property. They then proceeded to charge my credit card the full invoice for a full service even though it is impossible to fully service and clean the fireplace in ** minutes. I have been trying to obtain a refund for the furnace tune up but Advanpro has offered only **% or an agent to return and redo the job. We do not trust this company to redo the work since the first worker told us the furnace is in great condition and all he did was "run the numbers and they came back fine." I would like to see a refund of minimum **% of the invoice we paid for the tune up. It is not fair that we pay full price for a service that was not completed.

  

  Business Response

  Date: 21/11/2023

  Hello,

  This has been resolved directly with the customer, how do we go about getting this closed?

  Thank you,

  Customer Answer

  Date: 21/11/2023

  Good day,

  We did receive a refund of our requested **% invoice from Advanpro. I had told them I would let BBB know once the payment is confirmed by my bank as there was a hold on it. The hold has been removed and you may now remove the report- we are satisfied with the settlement. We are grateful for your support in this!

  Thank you so much!

  ******

• Initial Complaint

  Date:09/08/2022

  Type:Product 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.

  Advanpro sold me a new Lennox 13ACX compressor for $2,064.30 on June 22, 2018, but used the old aircon lines and evaporator coil because they wanted my business and told me it's the most cost-effective way and I fully trusted them at the time. Last summer, my aircon failed. Their tech diagnosed the problem as coil leak. On July 20, 2021, Advanpro said they will contact me to resolve but they never did. At the time, I also had serious health issues requiring hospitalization and the matter was then dragged on until now, all the while Advanpro never contacted me, unfortunately I wasn't in good health to follow up either. After taking months to recover, finally this summer, I contacted Advanpro to insist on resolving this, and I also called a certified ********************** (from Lennox website) to check my aircon. I was told the premature failure of the unit was due to poor and improper installation by Advanpro. My old aircon line set and coil used R22 refrigerant, and Advanpro installed a new aircon that used 410A refrigerant. These are incompatible. ************ etc. had corrupted the new condenser via the old pipes and coil. The old evaporator coil also had a different SEER rating to the aircon Advanpro installed. It is unscrupulous that they had installed a new aircon on incompatible old lines/coil in order to give me a competitive price when they wanted my business, leaving me now to deal with this premature failure. On Aug 9, 2022, They offered me a more costly and refurbished aircon model and quoted me $5,195 to replace my aircon system. They also pretended to offer a discount of $1,699, so I would pay $3,670 after tax. I made a phone call to another Lennox dealer and got a quotation of only $4,250 for the same unit but comes NEW & fully installed. Obviously, Advanpro bloated the price to $5,195 and then gave me a false "discount" on a refurbished unit. I asked them for options because I don't want the more costly model, but was told to take it or leave it.

  

  Business Response

  Date: 24/08/2022

  Although we understand **** frustration and sympathize with him on a personal level with his health situation, we have been trying to work through a fair resolution with him for some time. We feel that what we have offered is very reasonable and unfortunately what he is demanding is unfeasible. 

  Here are the events that have led to today:

  Last summer we received a call from customer indicating the ** was not working. We established that the coil which we did not install or replace was leaking last year (we went out to diagnose this at no cost to the customer, despite this normally being a chargeable visit). We provided price to replace it. He chose to go with another provider (presumably who was cheaper).We heard nothing from the customer until July of this summer. He indicated that the condenser had likely failed though presumably had run for about a year after he had the evaporator coil replaced by another contractor. We suspect based upon description of issue, the unit failed because it was run with low or no refrigerant due to a leaking evaporator coil prior to or after the coil was replaced.

  Regardless we are not responsible for the failure of the unit as it was caused either by another companies faulty workmanship or a part failure that we did not touch or install.

  We have offered *** several solutions to the issue but he has rejected our offers

  To this point;  

  We have offered to diagnose and fix the unit under warranty,with parts covered (labour would be chargeable for replacement of the failed parts and the diagnosis). This was declined.

  We offered to install a brand new system and credit him the payment he already made against a new unit. The cost of the system at our current competitive market prices. This was declined.  

  Essentially he wants a full refund for a condenser installed 4 years ago which ran fine until a component in the system, which we did not touch or could be held responsible for, failed. Alternatively, he wants us to install a new system at a price which would mean we are doing the work at a loss. We would be happy to have further conversations with *** about this but there needs to be some compromises made.

  Thank you,

  Customer Answer

  Date: 25/08/2022

  Complaint: ********
  
  I reject this response because they failed to mention an important fact leading to failure. In June 2018 their Sales offered to install an aircon compressor without replacing the old lines and evaporator. He **** that installing a partial system was most cost-effective. His also quoted 10 year warranty. When I registered my aircon, I was told my aircon is missing an AC coil. I told **** and he said I should get proper warranty once I entered the serial nos. of the "evaporator coil as part of the A/C system." His email acknowledged a proper aircon install comprises BOTH condenser and coil. But he didnt even know his staff only put in a new condenser without a new coil. My old coil used R22 refrigerant. The new condenser used 410A refrigerant. Both are incompatible which eventually led to contamination and premature failure. By refusing to address this fact, they tried to deflect blame. The aircon failed just 3 years after and not 4 as alleged. I was also frustrated with their service person **** who came but said he needed to return later to diagnose, but he forgot.Eventually he did return weeks later after I complained. He said the old coil was leaking. He quoted a price to replace the coil, which I thought was excessive since poor workmanship led to it. I wrote to **** on July 13, 2021. **** replied a week later saying he will get back to me with new pricing. He never did. It turns out even a new coil couldnt save the condenser because it was contaminated from their bad initial install *************** confirms this).**** offered costly refurbished (not new) unit that nullified any credit that they claimed they were giving me. He then speculated (his own word) the reasons for failure without having to perform a proper diagnosis, while refusing to acknowledge the improper installation in the first place. I have lost confidence in Advanpro. I asked for a reasonable refund on Aug 9, 2022,not full refund as falsely alleged.