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:08/13/2024

  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.

  Paid this company over 5 thousand dollars to install unit. They did not bring everything they needed so said they would come back Monday. Another guy came Monday with insulation but said he couldn't put it on because the first 2 guys didn't put the screws in the back of the unit. Said the whole thing had to be removed to be insulated and would send first 2 guys back today. They came but did not take the unit out and insulate it. They just taped some insulation on it and left with air still blowing out the back. They just called again and asked could they send someone out tomorrow to look at it. We have taken off work 3 days and we still do not have what we paid for

  Customer Answer

  Date: 08/19/2024

  So, after everyone at this business telling us what a good job their techs did, the owner came out and looked and at first he said they did a good job.  Then he hesitated and said they installed it wrong.  They didn't leave a place for the filter. This business is a joke.  We have taken off work 4 days and now have to take off again.  Our lost wages need to be reimbursed due to their incompetence. 

  Customer Answer

  Date: 08/19/2024

  The owner just called my wife about this complaint.  Not about the appointment.  He asked my wife would we consider getting a new door so they did not have to take the unit out to fix it the way they should have the first time.  I think we should have a total refund and get these people out of my house.  6 days now we have had to take off work and re-arrange our schedules. We need compensation for that time.

  Customer Answer

  Date: 08/20/2024

  They just came and did this.  Air is blowing out the back. Does this look like a professionally installed job ? ? I need to be totally reimbursed and this company needs to be put out of business. 

  Business Response

  Date: 09/11/2024

  Our Installers installed their system on 8/9/24. We had two
  installers at the home and was there a full day. When finishing up the
  installation, our installers noticed that they did not have enough insulation
  to complete the job and contacted the office immediately to let us know. We
  then reached out to the customer to let them know that our technician would be
  out the following working business day to install the insulation. Our
  Technician noticed that there was a gap on the back side of the unit that would
  need be addressed along with installation the insulation. Our technician that
  was out at the home then notified the homeowners that our original installers
  would have to be the ones to fix the gap because it would require two
  technicians to seal the gap and complete the job. The following working
  business day, we sent the original installers to seal the gap so that no air
  would be getting out and insulate the plenum. The installers were there for few
  hours to complete the job. The homeowner did not speak to our installers when
  they were at the home, once they finished the job, they informed the homeowner
  and all that was stated was okay. Our installers left and we receive a text
  message from the homeowner that states “There needs to be a supervisor at my
  house with those ******** ******. My job is not a learning platform for your
  trainees. We can’t keep taking off work to be there so you can fix your
  mistakes.” Please see first attached picture. The lead installer that was on
  the job has been working for us for years now. We then tried reaching out to
  the homeowner to get a supervisor or the owner at the home. We could not even
  get two words out as the wife keep stating “she didn’t care what the **** we
  had to say that we were going to listen to her”. After about 20 mins of hearing
  her cuss an holler at the office manager to the point it brought her to tears,
  we finally told her we would not be cussed at or talked down to any longer and
  that if she cussed again we were going to hang the phone up and would speak to
  her when she calmed down. Since that conversation, we have had most communication
  in writing as hateful and rude as they were being. The office manager texted
  the homeowner and stated “Hello This is ****** with Advanced Heating and Air. I
  was trying to call you and see if we could send out the owner on Monday at
  whatever time is convenient for you to see if the unit is insulated properly.
  He wants to double check everything and make sure your unit is running
  efficiently. Thank you.” The homeowners replied and stated “Monday around noon
  would be great.” Please see second attached picture. The owner Met Mrs. ******
  at the home on 8/19. When the owner notified that he was on the way, the
  homeowner texted and said “Make sure they have everything they need this
  time.  I'm tired of this ********”.  Please see attached Third Picture. When the
  owner arrived at the home, Mrs. ****** was civil the whole time when at home.
  The owner stated that the gap has been sealed and the insulation was wrapped
  correctly. Please see attached fourth picture. The pictures that Mr. ******
  attached, is where the insulation was torn by the homeowner. We did not do
  that. When the owner was the home, he noticed that the homeowner did not have a
  place to replace the filter. We then sent our Lead Install Manager of all our
  install crews and had him install a filter rack and filter for the homeowner.
  This is something we done as a favor and this was not included in the
  original quote. Once the filter rack was installed, we showed Mrs. ****** and
  not concerns were made to him. Once our Lead Installer left the property, we
  received another nasty message that states “My wife just showed me that half
  ***** **** y’all just did.  I'm coming to you *******.” Please see
  attached fifth picture. At this point, we have not reached back out to the
  customer because every time we reach out to them on the phone, they will not
  let us speak without get cussed at and degraded every time. 

• Initial Complaint

  Date:07/12/2023

  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.

  Advanced installed a air conditioning unit and it was installed wrong and leaked until it broke through into our living room they came admitted it was installed wrong fixed the problem but our living room still need to be repaired and they refuse to call us back or even that they did work at our house.

  Business Response

  Date: 08/09/2023

  Advanced

  The unit was installed 04/05/2022. We were never made aware of any complaint with the unit or ceiling 04/04/2023. We guarantee a 6-month labor warranty on any work we do. We received a call from customer on 4/3/2023 at 10:54 am, where he stated the unit was leaking and needed someone out. We sent a technician on 04/04/2023, the tech found the system not leaking and the customer demanding his ceiling fixed. He took a picture of the ceiling and put notes in for the office to see. Since it was past the 6-month labor warranty it was not covered.