Complaints

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/27/24 the City of Palm Coast advised me I had a water leak in my lawn as reported by a neighbor 2 doors down. I called Advanced Air and **** came out and gave me 2 options: repair or replace.I advised **** we don't do patchwork and we wanted "everything replaced from our house to the City equipment as we do not want to deal with any problems in the future". He quoted $2100, I authorized the work and he effected repairs.The next day my hoses didn't work. **** came back and said he had trouble locating the schematics of my pipes previously, and showed me that he installed a whole house shut off in front of my house, and an irrigation shut off on the side of my house (which he did something more to).The leak was caused by Metronet Cable who broke my pipes with their backhoe. I called them and ***** came out and agreed to reimburse the money we paid but said he wished I called him for repairs because he said Advanced Air charged an exorbitant price.WIthin 2 weeks a City meter reader advised me I had a leak in the same spot. I called Advanced Air and they sent a different technician who said the cost would be $900 to replace the valve. I told him this was to be replaced when **** was here. This tech advised me to contact corporate where I left a message and never got a return call.Remembering what ***** at Metronet said about calling him, I did and he and his boss were arguing with the boss at Advance Air for over a month. Advanced denied doing work on the area or on the irrigation shut off even though ***** and the City Supervisor said the work done was recent and Advanced were the only people we had do any work. SInce Advanced denied doing the work, they refused to stand by additional repairs.Metronet with the help of the City Supervisor effected a repair plan.I feel not only did Advanced Air take advantage of us but they failed to fulfill their contract with me and walked away from their responsibilty.

  

  Business response

  07/31/2024

  I can send you copies of our invoices that show the work performed and the notes about recommending  replacement of the irrigation valve. We have tried to assist you in this matter and are still willing to help in any way possible. 

  Customer response

  08/01/2024

   
  Complaint: 21828114
  
  I am rejecting this response because: 

  This company never submitted anything in writing or verbal to me other than the invoice I submitted to the BBB. They never made a recommendation to replace the valve. Why would they? I contracted with them to replace everything from my house to the citys equipment upon which they submitted the invoice which i sent to BBB. 
  

  Why then after that was agreed to and the work was done, would they submit a recommendation to me to replace an additional and specific part that failed after they finished work. Everything should have been new.  
  

  This company is acting disreputably . They created that alleged recommendation after the fact. 
  
  Sincerely,
  
  ***********************************

  

  Business response

  08/12/2024

  Here are some of the photos of the work that was performed. I have more if needed. thank you.

  Customer response

  08/14/2024

   
  Complaint: 21828114
  
  I am rejecting this response because: well thank you very much for submitting the photos that prove my point.

  We never disputed that the shut offs in front of the house were installed (as monstrous eyesores, but whatever). We never disputed that you installed that long white pipe leading to the City's lines of which your photo shows.

  However i find it interesting that you failed to take pictures AFTER that long pipe which would have showed what you connected that pipe to. You should have shown that our pipe was connected to a new valve that then connected to the City's equipment. You did not and we can only say it shows you did not replace that valve as discussed. If we wanted everything replaced, you should have shown us that you in fact did replace that valve in your photos. Instead the next photo you submit is the ground covered over without proof. And that is the part that failed within days of your service.

  You were dishonest when speaking with the Metro ************* and with the City inspector on site saying you did not work in the area, while they both said there was signs of new taping around the area where no one else worked.

  You were disingenuous telling the BBB that you suggested we specifically replace that valve when that discussion, or any discussion never took place. "Replace all" doesn't mean a suggestion of what should be replaced. It all should have been replaced and it was not. Just own up to your mis-deeds.
  
  Sincerely,
  
  ***********************************

  Customer response

  08/14/2024

  I sent a response earlier this afternoon which I think crossed in the path of your closing the file. My response responds to the business' photos just submitted of which I should be entitled to comment upon. Please see those comments. Thank you.

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