Complaints

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• Initial Complaint

  Date:05/01/2023

  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 hired advanced to replace our Heat Pump and add a Mini-Split system to our basement in late 2020. There were many issues after from improperly connected wiring, burnt wiring, no heat, broken tiles in floor above where Mini-Split cassettes were installed, freezing Mini-Split cassette, and tried to charge us for a C wire that was already present. As for the broken tiles, no offer of compensation or fix was brought forth. The biggest issue is with the freezing cassette. It froze several days after installation and continued almost every other week from 2020 until we hired a new company to investigate. We had to hire a new company to investigate after having Advanced come out numerous times and failing to fix. The last time they came out they tried to lay the blame on us due to the indoor units being dirty. They were dirty but this was not the cause. They are cleaned quite frequently. A few days after they came out, cleaned the unit, and accused us of being at fault, the unit froze again. I fired Advanced shortly after that. We will not put up with such abuse. The new company found a leak at the ******* valves on the outside unit. The o-rings inside were messed up at some point while Advanced was servicing/troubleshooting the freezing. The new company also found improperly torqued fittings inside and out. There was also a missing ******* cap which is being ordered. All-in-all the bill was $613.88 for something that should have been corrected at time of installation. 6lb 15oz of freon was needed to recharge the system. This was the bulk of the cost.

  Customer Answer

  Date: 05/02/2023

  Last contact with advanced was on June 27 2022. I fired them a few days later because the unit was still freezing and they were deemed not qualified to fix. If there is an existing ongoing warranty they would have that info on hand as they were the one who registered the unit. Regardless of warranty, the unit was not installed properly from day one so the company should honor their failure to complete the job in a satisfactory manner. They forced my hand in having to hire a competent company to fix their mistakes. They need to be held accountable and do the right thing. I will pursue in court if need be. Make sure they know this.

  Business Response

  Date: 06/06/2023

  We apologize that the customer was dissatisfied with ******************************************* and Air. The customer did purchase a carrier mini-split system on 09/17/2020. Any issues that the customer had due to the way that the system was installed we fixed to the customers satisfaction free of charge. The first call that we received of the unit freezing up was on 03/07/2022 which was 2 years after we installed the system. We went out there on 03/07/2022 at 11:08 AM and we assessed and fixed the issue and still did not charge the customer anything. On 06/28/2022 the Somervilles needed a new *** valve and we did not charge them for the labor.  On 07/14/2022 when the technician was there he noticed sheetrock dust on the system and it was 2 pounds low on FRE-ON. When telling the Somervilles the diagnosis they did not agree with it and decided to find another company. Advanced honored the 1 year labor warranty and also did not charge the customer for any issues that they were having with the system for over 2 years. The only time that we charged prior to then was when they wanted the system moved, a new thermostat, service agreement, and the service fee which was on 07/14/2022 after we were done installing the *** valve. When we installed the system it came with a 1 year labor warranty and a 10 year manufacturer warranty that any HVAC company can use. They were charged for the ******* valves and the caps when it was still covered under the manufacturer warranty and we are not at fault for what the other company charged them. Also, they did not call the other company until 04/28/2023 which was 7 months after Advanced came out. We were not able to fix the main issue because we were told to leave. If they have any questions about the warranty he can call carrier or our office.