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Business Profile

Residential Air Conditioning Contractors

Advanced Appliance Service, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Advanced Appliance Service, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Advanced Appliance Service, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/17/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      I have attempted to contact business and spoke with multiple people requesting explanation and itemized statement. As this is an insurance claim, insurance states that this repair should not cost this much. Now my insurance will not reimburse me. When repair took place they did not show up at quoted time, called hours after due to having to work same day and was told they had emergent call. No one ever called to tell us this, came at 1300 and left before 1415. Was quoted for 4 hours of work and only took 1 hour yet still charged same amount. No one can explain why this is the case. Have been told multiple times owner is not available and no GM to answer as well. Service was over 4 weeks ago and have called multiple times a week with messages took and promise of call back but no one has. The invoice they gave me doesn’t even state products used or hours worked.

      Business Response

      Date: 11/02/2022

      To whom it concerns:

       Our company operates on a flat rate much like auto mechanics. We do not have an hourly rate. This was explained to the customer. However the customer indicated that the insurance company needed an itemized bill for reimbursement. We did try to itemize the bill for the customer to help in that matter. We would be happy to talk directly with the insurance company to explain what had to be done to complete the repairs. Please fill free to have the insurance company contact us at 336-924-4186 or you can email us the insurance company information with a case number to ************************* and we will contact them on your behalf to help you get reimbursed for the repairs.

    • Initial Complaint

      Date:08/10/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      In late May, early June we had a new HVAC system installed, Serial# Model#********* - Serial# ********** & Model# ****** - Serial# **********. On June 21, 2022 the units failed ****** County Inspection Department's Inspection. I was informed that there is an area inside the terminal box that does not have enough installation and can eventually can a short and they left holes in the floor large enough for mice/rat or snakes to be able to enter the home. I have called several times and spoke to two people and left messages. I was told that someone will call me back. No one has called back. I was told yesterday that they never received the inspectors report. I was with the inspector when he submitted the report and was told by an Advance employee on June 21, 2022 that they had the report. I will be calling the ****** County Inspection office today, August 10, 2022 to let them know that I cannot get Advance out to make the necessary repairs. Yesterday, 8/9/2022 I had to hold for over 30 minutes before I spoke to the receptionist. The receptionist informed me that they never got the report and they cannot do anything until they get the report. When I told her that I know they did receive the report, she then told me they were simply to busy to handle this. I asked if I needed to call ****** County and I was told to do what I need to do. My HVAC system that the potential of shorting out over time and the holes it the floor has the potential of allowing mice and snakes into my home. I need to have the failed inspection issue resolved.

      Business Response

      Date: 08/11/2022

      In response to the recent complaint. We do everything in our power to stay on top of all of the failed inspections. I have attached the report that we received from ****** County. It was dated 8/10/22. I did an email search for the property address associated to the account and the only report was received on 8/10/22. This however does not fix the fact that you did not receive better service from our company. This complaint will be used for quality training purpose. We have made contact with the customer and we have them scheduled for repairs. For any questions or concerns please call our office at 336-924-4186 and ask for Jack or Jacob.

       

      Thank you,

      Management

      Customer Answer

      Date: 08/12/2022

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

    Advanced Appliance Service, Inc. is BBB Accredited.

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