Complaints

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have home warranty coverage through American Home Shield (AHS) who dispatched this contractor to service a mini-split HVAC. The contractor determined that the unit could not be reasonably repaired and submitted a request to replace it. The old unit was a Carrier unit. To my surprise, my replacement was an off-brand unit that is not comparable to Carrier. Nonetheless, this is what was acceptable to AHS and it was ordered and installed on 1/08/2024. The new unit was installed in the same location as the old unit and all of the line set, plumbing, electrical, and pad were reused. However, I was charged for "non-covered" items, which were not installed, used or performed. Specifically, AHS breakdown of these costs are: It shows here that the contractor needs to modify the drain line which costs $297, the electrical line $29, and tax, $132.13. They need to update the item's code for float switch $264, pad $165, permit, $369.60, load calculation $363. The total non-covered costs amount needed to be approved is $2019.73. Absolutely no modifications to drain line, electric (including shutoff and breaker) were completed. There is not an external float switch. Existing pad was used. Per City of **********, the permit was $75. I'm not sure who/when a load calculation was done but this is also highly suspect as the new unit was ordered without the diagnosing tech never coming inside or measuring anything. Online reviews and complaints against this company and it's repeated efforts to inflate profits on these non-existent extras is clearly poor business practice - likely amounting to fraud. If they aren't happy with reimbursement rates from AHS, then maybe they should reconsider that relationship.

  

  Business response

  09/03/2024

  To whom it may concern,

  I believe the customers concerns my come from the expectation of the customers home warranty. We often see that what the customer was expecting to be covered and what actually was covered are never the same. This is also true for the brand of equipment the home warranty supplied for us to install. We simply submit everything it will take to install the unit and the home warranty decides what they will pay for and what the customer will pay for. If you feel that we did not complete any work that was paid for please provide us with pictures so we can address this issue. If anyone has any additional questions please call ************
  

  Customer response

  09/03/2024

   I am rejecting this response because: I understand that the warranty company does not guarantee brand names and that they also do not cover all expenses.  However, the items listed in my complaint that I was charged for but not received were not addressed by this response.  As requested, I have submitted photo's of the installed unit.  No plumbing, electrical, pad, or line set was replaced or repaired. I understand paying for permit, but according to the city, the permit fee was $75.  These "extra" expenses seem to be an attempt to extract money from customers because the warranty company reimbursement rates just aren't enough.  
  
  
  

  

  Business response

  09/06/2024

  Thank you for providing me with the requested photos. I can see a logistical error was made and we can defiantly correct this. Please call in to office and speak with *****.     

  Customer response

  09/23/2024

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

   

  Reference ********. I spoke to the business today and reached an agreement to resolve this issue. You can mark this complaint as resolved. Thank you for your help.

  Sent from ******* ****** (***************************************************************************************************************)

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the months of July/August 2024, Advanced Appliance Services, *** was hired by my home warranty company to repair my dishwasher. After multiple visits the repair was considered complete, but we suffered a leak caused by a part being damaged by repairman as he worked on the dishwasher. Leak resulted in damage to our hardwood floors. The General Manager (*****) was contacted by me. He sent repairman back out to review and identify the cause of the leak. It was determined that the leak was caused by a part broken while dishwasher was being moved in and out of its slot. ***** stated that he would not file a claim on the company's insurance carrier because repairman said there was no leak when the unit was tested upon previous visit. I explained multiple times that the repairman was the only one to worked on the dishwasher, that the leak was undetectable due to water puddling beneath the floor's surface and therefore not detectable on the surface until the wood floors began to buckle due to the moister.

  

  Business response

  08/20/2024

  In response to the complaint I wanted to point out that it was NEVER determined that the leak came from a part that was damaged during the dishwasher being removed or reinstalled. In fact the technician said after the last repair he made he laid in the floor while the machine was running and it never leaked water. Once we received the complaint of water damage 10 days later. The technician Once again laid in the floor and started the dishwasher, it immediately leaked water. This is why we are very confident that it was not leaking at the time of our last visit. However we did offer to pay up to $1000.00 to the customer as a good faith gesture for being such a long time customer. I did explain to the customer that if we found the leak to be our fault in anyway we would cover it 100% however it was determined that we did not create the leak nor was it leaking when tested.

  Customer response

  08/20/2024

   I am rejecting this response because: Advanced was the only company to work on machine, technician was the only one who pulled machine in and out of its slot and the part identified as leaking could have only been displaced (causing the leak) while machine was being moved in and out of the slot. It is not a piece that would just move out of place on its own.
  
  
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  American home shield has contracted this company to repair my air conditioning unit. The same company came out to service my unit last year. The unit was not fixed last year which has caused my Freon to leak out again this American Home shield has agreed to repair my unit this year. Advanced advise me that I would have an out-of-pocket cost of $800. I advised the Lady over the phone that the technician said they would try to save my Freon thats in my unit. The lady stated let me call the technician to see if he actually told you that. Upon returning to the phone, she actually confirmed that the technician did say that. Then said my out-of-pocket would be around 400. She was ready to schedule my appointment for the following Monday. I was still a bit upset that my out-of-pocket was so much so I told her I would contact American Home shield and call her back. I contacted American shield, but was not satisfied with their decision. but I agreed with American home shield that I would call advanced appliance early Wednesday morning to schedule my repair. I called advanced early Wednesday morning to schedule my repair around 930. Advance advise me that I would receive a call back. I waited till about 3:30 with no callback. I called advance and they said someone would call me back and I advised that I was told the same thing earlier so I would hold. The lady said there was other customers holding and she could not put me on hold. I advised her that I would drive up there since I only live a few miles away. I immediately received a phone call back. ******, insisted that she was unable to schedule my appointment until she ordered parts. However, the day before she was going to schedule my appointment. The ladies in the office continue to play games and refused to schedule my appointment Delaying my repairs even further. This has caused my family to live in unbearable conditions. The temperature in my home continues to rise to 85+ degrees at night. Which is very very danger

  

  Business response

  07/23/2024

  
  
  We sincerely apologize for the frustration and inconvenience caused by the recent service experience with your AC unit.
  
  
  **We understand your concerns about:**
  
  
  * The initial miscommunication regarding the out-of-pocket cost for the repair.
  * The delays in scheduling a confirmed appointment for the technician.
  * The unprofessional conduct you experienced while contacting our office.
  
  
  **We are taking the following steps to address these issues:**
  
  
  * We will review the communication regarding the Freon service and ensure cost estimates are clear and accurate moving forward.
  * We will be speaking with our staff about the importance of timely communication and appointment scheduling.
  * We will be expediting the parts order and scheduling a technician visit for your AC unit as soon as possible.
  
  
  We value your business and strive to provide excellent customer **********************. We appreciate your patience and understanding as we work to resolve this situation.
  
  
  
  
  Please don't hesitate to reach out to us directly at ************ if you have any further questions or concerns.
  
  
  Sincerely,
  
  
  Advanced Appliance Management

  Customer response

  07/31/2024

   I am rejecting this response because:  

  Ongoing issues with advanced appliance.

  After the initial interaction with advanced appliance, refusing to schedule my appointment, eventually, advanced appliance, came out and installed my new line. Advanced is installed my line going up my house. Immediately, my father noticed that the line was not level going up the house. Since this was a minor problem, I didnt complain at the time. The next day, I noticed that My House was still not cooling period it felt almost exactly exactly the same before they installed the new line. I contacted advance and told them that I was still having the same problem. They scheduled a return service call. They advised me that American home shield needed to send them a recall order, I contacted American Home shield and American home shield said that advanced appliance would need to send a completed work order to them before they could do so but advance scheduled my appointment for Friday between one and five.

  I contacted American Home shield on Thursday night and again I was told that advanced appliance still had not sent a completed work order to them. The American home shield agent advised me that if I had an appointment already set for them to come , it was OK, the service would be taken care of. The next day, I called advance and I was on hold for about 10 to 12 minutes. I spoke to someone and asked them when my service technician would arrive. I was immediately asked to hold, when the lady came back to the phone, she stated that American home shield did not send a recall order and if they came out, I would have to pay out-of-pocket. I didnt advised her that I had already called American Home shield twice about the recall order and they said that advanced needed to send them a completed work order.  I advised that I would call American shield. I hung up with advance and called American shield. American home shield had received the paperwork on Friday. They proceeded to call advanced and let them know that it was OK for them to come on out that day. I called advanced appliance back and was placed on hold at least 15 minutes.  I was on hold for so long, I went home to use the bathroom and to run dishwater, no ones steel answered my phone calls so I got back into my car and drove up to the office, and no one still had answered my call. I walked into the office and a lady was sitting there doing nothing and immediately walked up to me to help me. I advised her that I had been on hold for at least 15 minutes, waiting on them to come back to the phone and I did not appreciate that. She advised me that someone was coming out between one and five. 

  That evening, someone came out to check my unit. He advised me that there was mold in my ductwork, my outside unit needed to be cleaned, and to motors that run the fans in my unit were both bad and the boards that control both of those fans were bad. I looked at my American home, shield contract and saw that they covered my ductwork so I called the technician back and asked him. Did he assess all of my ductwork in the attic and the technician stated that he assessed every piece of ductwork in my attic.

  After he left, I immediately questioned all of that information because I just bought that unit in 2021. On Monday morning, I called ***** heating and air, which was the company that originally installed my unit. I spoke to ******, who is one of the office managers and I explained to him what was going on with my unit. I scheduled a diagnostic with this company to come out and get a second opinion. This second opinion was paid out-of-pocket by me. When this company came out. They immediately found a huge hole in my ductwork. I was immediately told by the technician that that had to have been new because there was no debris inside of that ductwork and, if that hole had been there for a while, the insulation would be blowing through the vents of the house and we would be sneezing if that would have been there for a while.

  ***** found a completely different set of problems with my system then advanced appliance. On Wednesday morning, I contacted American Home shield and asked them to send another company out for a second opinion. That second opinion has not been scheduled yet.

  Wholeheartedly and truly believe that because I questioned that $$800 Freon and I asked for a video or picture showing the amount of Freon that was placed in my unit because I insisted that they schedule my appointment when they refused to schedule my appointment, and also the fact that when the first work was completed, they sent me a survey, and I wrote all the problems that I have been having with them in my survey. I think because of this survey, I feel like this company has maliciously placed this hole in my ductwork. Furthermore, ***** has found other parts broke on my unit. Right now, there could be other issues that has not been revealed yet. I think that this company is malicious and as of right now, I dont know what this company has done to my unit . I think that they have maliciously done something to damage my unit because I gave them such a poor review and found a report with the Better Business Bureau.

  
  
  
  

  

  Business response

  08/02/2024

  To whom it may concern,

  We defiantly understand the customers concerns and frustrations. The problem the customer is facing is defiantly a difficult one. From my understanding the customer now has four different ideas from different companies as to what is wrong with the system. Unfortunately when dealing with a home warranty some times our diagnoses is overturned and we are told to just add Freon instead of replacing parts until a history is developed. With all that being said we will not give up on you and we will continue to do everything in our power to to get the system fixed and running the best it can. The owner has reached out to the customer to develop a plan moving forward.
  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since 2023 my home warranty company has sent out Advanced Appliance out 7 times to service my ****. Each time never truly fixing or finding the problem. I was charged $100-$133 each time. This last time in April of this year, they came out and "discovered" that my ENTIRE electrical panel needed to be replaced ALONG WITH replacing my **** compressor. Advanced even attempted to charge me over $4k for this cost. So I decided to have a second opinion because I did not believe that my entire electrical panel needed replacing. I was also informed that this business looks to pad repairs to get more money and techs routinely prey on single women to drive up labor and costs. Two LICENSED electricians, one sent as a second opinion by my home warranty, came to look at the SAME SYSTEM and determined that there was NOTHING wrong with my electrical panel that AT MOST, I might need to change or upgrade a breaker - ONCE the **** compressor was fixed. This company refused to fix the **** until the panel was replaced citing they took the word of their technicians over another licensed technician (when I spoke to ******, the scheduler, the biased and discriminatory tone in which she said, "we only take the word of "licensed" electricians" still resonates with me). This company apparently held the work order until last week, did not call me to notify me, and "closed" out the work request with the home warranty company a week ago. So now it's almost Memorial Day weekend. I suffer from high-risk asthma and am prone to and the temps are rising. It's more than likely going to be another 2-3 weeks BEFORE my unit gets fixed (considering the time for another service provider to come out, assess, order parts, and fix) which will put me well into June when outside temps will rise to mid 80s and low 90s. Meaning my house is going to get above 80 degrees. I want Advanced to replace the compressor so I don't have to go another month with no A/C.

  

  Business response

  05/20/2024

  On April 9, 2023, the customer's home warranty AHS dispatched us out to the customer's house. We found that the compressor had overheated and melted the wiring to the compressor. At this time, we also noticed that the breaker was blackened on the backside. Our recommendation at that time was to replace the compressor, wiring, and breaker. The customer never called to have the work completed. On 4/15/2024, the customer's home warranty AHS dispatched us back to the customer's home. We found the compressor had failed, melted the wires, and tripped the breaker. When checking out the main panel box, the technician found that the bus bar was burned and the breaker had caught fire from continuing to use it after the first visit last year. It is our recommendation that the panel box be replaced before the compressor repair can take place. Unfortunately, we do not work off of any other diagnoses other than our own, as we are the ones responsible if the repair does not work. We have NOT received any money from the customer. We also have no way of knowing if they are single or married, as it has no impact on the repair, so we don't ask for that information.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May 2023 I contacted Advanced Appliance to work on my ******** Cooktop It's a 6 burner gas cooktop with a downdraft. Service was scheduled for May 23rd. Charles was the technician that came out He said I needed 3 burner valves and 1 burner He gave me a quote, I agreed he told me he would return once the parts came in. Charles came back out on June 7th He had ordered the wrong parts. He looked up the correct parts which were about $200.00 more than the other parts He gave me a card with the part number told me I could order them myself 2 save money So of course I ordered the parts. Once the parts came in, I scheduled Charles 2 come back out, He came out on June 16th once he got there, he realized He would need help replacing the valves. He stated he would have to rescheduled 2 come back out with his service manager. On July 16th, Charles came back out with his service manager and a trainee to fix my cooktop This is the 4th time my cooktop was took apart, Once the service manager started working on it He said I had ordered the wrong valves So they wouldn't be able to work on it so they put back together again My husband told them to order the correct valve, whatever they needed to fix the cooktop. But this time they left it loose, unsecure and the knobs were out of alignment. We didn't realize this until after they all left. My husband called Advance Appliance to let Charles know the condition the cooktop was left in, Charles said they would be back by later in the afternoon. When the service manager came back the afternoon he worked on the cooktop again at that time he stated the valves were the correct valves but they were all faulty, I would need to send them all back but as he continued to work on it I guess he realized that the valves were not faulty because he replaced 1 of the valves on the cooktop and used the stem of 1 valve. In summary they left my cooktop unsafe to use the ignitor won't stop igniting. After speaking with Zach he refuses to fix my cooktop

  Customer response

  08/14/2023

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  08/30/2023

  We have no record of doing work for this customer. It looks like the customer might have our company mixed up with a different company. Our company name is Advanced Appliance Service, Inc. Our office is located at **** ******** ***** ******* ****** ** *****. It looks like they are looking for Advanced Service Major Appliance Service in ********

  Customer response

  08/30/2023

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

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This was the service company assigned to us through American Home Shield. They came out to our home about a year ago to evaluate our problem & misdiagnosed our issue. After nearly a dozen goats from them & spending $11K with them on two new HVAC units, the problem persists. I received a voicemail from them on Friday afternoon admitting they had botched the diagnosis & that it’s actually a ductwork problem…something they “simply aren’t set up to handle”. So, we were essentially fleeced of $11K and still sleeping in an 80 degree bedroom.

  

  Business response

  08/22/2023

  Complaint ID: ******** *********

   

  To Whom it may concern,

  In June of 2021 we went to the home to diagnose why the air conditioner for the upstairs bedroom area on the home was not cooling. We found that the unit was low in freon. According to their home warranty protocol we recharged the unit with freon and added in a stop leak sealer to try and help with or hopefully stop the freon leak. After this was done the unit did seem to go back to working for a couple of months.

  In August of 2021 we received another call that the unit was not working. Upon inspection we found that the drain line was stopped up and that the main compressor that pumps the freon was not running. We added in a start assist capacitor and this did get the compressor to start again, but later that same month we found that the indoor metering device was not properly metering the freon and had to be replaced. After this repair the unit did seem to start working again, but it was short lived unfortunately.

  Less than 30 days later we found that the unit was low in freon again. It was at this time based on the history of the unit having a known freon leak and the continued freon related problems that we recommended to the customers home warranty that everyone would be better served if this unit was just replaced.

  Prior to to this series of failures there had been no knowledge that this unit had not successfully been cooling the home as it should have. So it seemed reasonable that upon it's replacement that all problems would be resolved.

  The system was replaced and did pass all city and local inspections as of December 2022.

  After the replacement of the new system the customer was finding that the home was struggling to remain cool on more extreme hot days and after several attempts to locate a problem it was decided that maybe the problem would be solved if the system was just larger. We increased the size of the unit by 1 ton which should have been more than enough to do what was needed. All this barring in mind that before all this started the old unit at some point which was a ton smaller was assumed to have been working and cooling the same space, but in an effort to satisfy the problem and the customer we did this at no extra labor charge to the customer.

  It was at this point that when the customer was still saying that on more extreme hot days that the system was not keeping up that we could definitively now say, we don't have an air conditioner with a failure anymore or something that is under sized for the home. It was only after we had fixed the things that we could see would keep the unit from cooling at all; Only then could you know that the system also didn't work well on extreme or hotter days. Every time that we worked with the system up to it's replacement the unit was not cooling at all. The not cooling problem on hotter days could not be discovered unit this was first fixed.

  This problem was found to be a ductwork problem. It looks as though the ductwork insulation and air leakage has reached a point that the heat of the attic is overpowering the air conditioner on the more extreme hotter days. We reported this to the home warranty to see if this would be a covered item that they would pay for as well. It appeared at that time that maybe it was a covered item, but it was not a service that we offered. I am unclear as to what the home warranty and/ or the customer has done with the ductwork at this time, but the home warranty may have gotten another contractor in their network to fix it.

  Hopefully this help clear up any misunderstanding and if there is work that we are equipped to handle or any warranty that needs to be honored we are still happy to help where we can.

  Sincerely,

  Mike C***** – Advanced Appliance Service Inc

   

  Customer response

  08/22/2023

   I am rejecting this response because:
  

  I wanted to address some concerns and discrepancies in your statement.
  

  Firstly, I appreciate your prompt response and willingness to engage in this conversation.

  However, I must respectfully disagree with some of the points you raised. In several instances, the facts presented in your response are incorrect, and in others, crucial information seems to be missing, leading to a misunderstanding of the situation.

  
  One key point of contention is the inconsistent diagnosis of the issue with my cooling system. On one visit, your technician reported too little coolant, while on the next, it was deemed overcharged. This inconsistency raises concerns about the competence and accuracy of your diagnostics, which has caused a great deal of frustration and inconvenience for me as a customer. A reliable service provider should be able to accurately diagnose and address issues to ensure customer satisfaction.

  
  Additionally, I want to emphasize that I communicated from the beginning of this process that the old cooling system had never properly cooled the area. This information should have prompted a thorough evaluation of the system and a proactive approach to identifying and resolving any underlying problems.

  
  Furthermore, during your third visit, one of your technicians suggested that there might be an issue with the ductwork that needed examination. Unfortunately, this important information was not pursued or communicated further until after the replacement and second replacement. This lack of follow-through on a potential issue raises concerns about the transparency and diligence of your service.

  
  Lastly, I must express my disappointment that your company did not inform the home warranty company about your inability or unwillingness to pursue the matter further. It was only through my persistent efforts during after-hours calls with the home warranty company that this crucial information was relayed. As a customer, I expect a higher level of professionalism and ethical conduct.

  
  Based on these issues, it is with a heavy heart that I feel compelled to voice my concerns regarding your business practices. I believe that your response does not adequately address the multiple instances of misdiagnosis, lack of communication, and apparent negligence in resolving the cooling system issue.

  
  I hope that this feedback will serve as an opportunity for your company to reevaluate its procedures and improve the overall quality of service provided to customers. I look forward to a resolution that is fair and just for both parties involved.
  

  
  

  

  Business response

  08/28/2023

  Complaint ID: ********                                                                                                                                                                                8-25-2023
  
  
  To whom it may concern,
  
  In response to the rejection letter received.
  
  In response to your key point number one, The system was found at one point in the diagnosis to have a defective or bad part called a TXV, or thermal expansion valve. The main purpose of this part is to control the flow of freon moving through the system. Depending on how it is acting or responding at the time of testing, it can be a very misleading part to diagnose. It was based on multiple trips and a combination of problems that all parties felt would be best served to just replace the unit, which should eliminate the problem. Even your friend, who had been checking the system at the time behind us, had taken note that this system did have other problems. So it was based on those issues with the system that it was replaced.
  The cost of this replacement based on what you paid and what your home warranty paid combined was not close to the $11,000.00 that is being asked for, I might add. Even if you add up all out-of-pocket expenses not covered by the home warranty, you still hardly even come close to half this cost. As most repair work was either covered by the home warranty or us covering our own work. Which we are still willing to do and have continued to be available to do as needed.
  
  To your additional points. A large swaying factor in trying to decide about a ductwork problem that always plays in a technician's mind is the fact that we are usually working in a home that is 15 to 20 year old, as your home would fall into that category. If this furnace and air conditioner have been in this home for 20 years, how have people lived in a home with an air conditioner and duct system that have never worked right for 20 years? Duct work isn't a moving part that usually wears out, which is the first thought that goes through a person's mind. Especially when you don't see an obvious problem like a piece falling off. Even at this point, this is still a very difficult diagnosis, and technicians try to hold this as the last possible option for a repair even if the duct work is the problem, as duct work is usually embedded in the structure of the home and, in most cases, is very difficult, if not impossible, to get back to without opening up walls and doing a lot of destruction to the home to gain access to it. This led to the decision based on these conversations by all (US, you, and your HVAC friend) about the size of the area being cooled, the size of the existing duct work, and the size of the existing gas furnace, which all looked like they could handle just being up-sized to one size larger, and this would most likely overcome these problems and prevent having to deal with what was still being considered at this time as a possible duct work problem or any under-sizing problems that might exist.
  
  Hopefully, as your rejection letter doesn't say, your home warranty has picked up for you with helping to handle the duct work issues with a contractor better setup for this, and I regret that this was not something that we felt confident in handling as we don't have a duct work and fabrication shop. I would add though that even in spite of the fact that this was something that we openly made you aware of that we were not setup as the best option in this area,we did also make it known that if your home warranty was not willing to help you or you had trouble finding someone who would help you, we were and are willing to get back involved and try to continue to help you. That offer is still available if needed.
  
  Sincerely,
  Mike C*****, Advanced Appliance Service, Inc.

  Customer response

  08/29/2023

   I am rejecting this response because:
  
  Dear Mike C*****, Advanced Appliance Service, Inc.,

  I hope this message finds you well. I wanted to follow up on our recent communication regarding the HVAC system issues at my residence. As part of our ongoing efforts to resolve these issues, I kindly request a copy of the load calculation report that was completed by Advanced Appliance Service, as was mentioned in my previous communication with your staff.

  Recently, we had another HVAC company evaluate the systems and provide us with a written load calculation. Their assessment indicates that the furnace and air handling units are the source of the problems we've been experiencing. This information contradicts the latest diagnosis made by your company, which suggested potential ductwork issues.

  At the request of the home warranty company, in the interest of transparency, and to ensure a comprehensive understanding of the situation - I believe it would be beneficial to compare the load calculation reports from both companies. Having access to Advanced Appliance Service's load calculation report will help us make a more informed decision regarding the appropriate course of action for addressing the HVAC system issues.

  I understand that this report is a critical component of the diagnostic process, and I greatly appreciate your prompt attention to this matter. Please provide the load calculation report at your earliest convenience.
  Your c*****ation in this matter will assist us in reaching a resolution that is accurate and fair.  I remain open to further discussions and collaboration to ensure the best possible outcome for all parties involved.

  Additionally, I still have other lingering concerns and points that I would like to reiterate and clarify:

  1. Inconsistent Diagnosis: While I understand that diagnosing appliance issues can sometimes be complex, the inconsistency between the reports of too little coolant and overcharging on consecutive visits remains a source of concern for me. Could you provide additional information or clarification on why these discrepancies occurred? Clear communication and transparency in diagnosis are essential for building trust between service providers and customers.

  2. Communication About Ductwork: Clarity on this matter would help me better understand the service process and decision-making. To your point, it would be very hard to say that this is a ductwork issue after having a home built for 20+ years and having systems that properly heated and cooled. Based on your most recent response, it would see that you believe I was pushing for this diagnosis.  However, this was your company's diagnosis. It was not my diagnosis - I am not an HVAC specialist. As mentioned above, another HVAC specialist has ruled this out as the culprit.  Your claim is that the systems you installed are working properly, so there must be a ductwork problem.  As stated, in writing, from another HVAC company, this is clearly not the case.

  Thank you for your understanding and assistance.

  
  

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with this company since mid-November through warranties provided by *********. My first encounter was due to our ice maker not dispensing ice. The repairman (Jason) was told from the beginning that the ice maker produces ice, but it does not dispense ice. Jason returned to my house to service the same ice maker no fewer than 4 times for the exact same issue. It wasn’t until I stopped him as he was packing up his equipment to point out that replacing a seal around the refrigerator door has nothing to do with the ice maker not dispensing. He then proceeded to further investigate To find that there was a gasket which was stripped all all along that he had not considered as a possible issue for the ice not dispensing. He finally ordered and the correct part after 4-5 trip out here. Had I not pointed out the fact that none of his repairs was fixing the issue, he would still be chasing his tail and wasting my time coming here every other week to “repair” the ice maker. A few weeks later I noticed that my ****** commercial washing machine began locking during the cycle when it didn’t normally lock, the agitator was no longer moving water or clothes during the cycle, and my clothes were no longer getting clean. I called ******, and they sent out none other that Jason from Advanced Appliance Service. Given his history with my ice maker, I had no faith that he was capable of repairing a washing machine. I detailed to Jason exactly what was happening. Surely enough, I was right! He pressed a few buttons, and because water runs into the washing machine, and it “SOUNDS” like it’s agitating (even though the agitator has makes a grinding noise that is not normal for machine. So, not only is he incapable of repairing, he also doesn’t have the acumen to diagnose wither. He proceeds to claims that there is nothing wrong with the washing machine. I called to request a different repairman as I know for a fact that the agitator isn’t working. Once again Jason was sent out for a second call even after I requested a different technician. He didn’t appear to be coming out to fix anything, but to shoot down all suggestion made as it pertains to what could be wrong with the machine. He came in with his mind made up that the washing machine was working, and did the exact same thing as before. Still claiming that said it’s working properly. There was no attempt to look internally to evaluate what the issue is. I don’t know if he is just not well versed in repairing these items, lazy, or just down right incompetent, but Jason has not provided quality service nor has Advance Service attempted to make things right. According to their receptionist he is the most senior repairman in our area. He actually may be the most incompetent repairman I’ve met. Advanced Appliance Service should be ashamed to have someone like this as a senior repairman. Furthermore, ********* /****** should recognize when someone who represents their brand is actually devaluing it.

  

  Business response

  01/27/2023

  I believe the customer is looking for Advanced Appliance Repair in *********.  We do not service the ********* area. Our company is Advanced Appliance Service located in ******* ******

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I purchased my home in 2020, I had a warranty through **** Home Warranty. Within a few months, I was having an issue with my thermostat. **** sent Advance Appliance Service to my home for the repair. Thermostat was replaced but there was a few others thing Wayne did while he was here and everything was going again. 3 months later during the winter time my unit outside was covered in ice. **** sent Advance Appliance again and Wayne was back, this time checking for leaks (didn’t find any) but had to add quite a bit of refrigerant and replace the defrost sensor. Fast forward about 6 months, Advance Appliance had to come out again because it kept cycling on and off. I received a different tech this time who found the leak that Wayne missed, got me going again, but said something about a part that might needed to be ordered and may be under manufacturer warranty. One week later I never heard anything back. I never got a hold of anyone except for **** which I believe contacted Advance Appliance and told me I should be getting a call from them, once again, never did. What I was never told was the leak was never actually fixed. One year and a few months later, ***** is here replacing my compressor because Advance Appliance just kept dumping more ***** in it each time without ever finding and fixing the problem.

  

  Business response

  12/30/2022

  Unfortunately the customer home warranty has structured guidelines on how they like for us to handle refrigerant leaks. Most customer do not understand this process with the warranty company. **** requires that if the unit is low on Freon we are to add refrigerant and stop leak to the system to create a history. The home warranty will continue to have us add refrigerant until it has been decided its no longer a manageable leak. At that point we will do a leak search in hopes to find the leak. We completed this process and submitted our findings to **** for replacement under warranty. Unfortunately the contract the home owner has does not cover the replacement under warranty. **** told us to close out the claim and they would contact the customer. If we can help in any way please call our office 336-924-4186

• Initial Complaint

  12/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Scheduled this company to come out and repair heat pump. On November 14.2022. Today is December 8 and still no service. When you call them you'll hold for 30mins minimum only to get the run around. The absolute worst customer service experience I've ever had. Called Monday and again today same run around. Supposedly they will research and get back to me is what I was told for the 4th time. Please help me

  

  Business response

  12/21/2022

  It looks like we have spoke with the customer and the customer has declined to have the work completed. We are working with new employees to help better our customer service experience. If we can help in any way please call 336-924-4186

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/10/22 is when this started The bathtub water backed up into the shower. I was informed because it was a Saturday that it would cost a 125.00 no refundable fee if they couldn't fix it. I was fine with that. The young man came out, I tried to explain to him the issue. He had his own ideas. He removed the toilet where the shower was and ran a snake down it and said it had a couple of hard pushes but it was fixed and would be fine. I paid an $508.25 additional his "fix". It took him about an hour. The next time I took a bath the same thing happened. I called them and they said someone would be back out on Friday. The young man came and told me it was cracked pipes in the back yard we would need the whole line done and I said it was probably just plugged or possibly broken and asked them what the cost would be to dig up that area and replace the plugged or broken pipe. He called then quoted $2400.00 I had a friend who knew a plumber. He came up on saturday and ran an airline from the house clean out valve (under the house) which the first guy never did. The air pushed up the grass where the leak was. He dug down about a foot and the came from the clean out valve in the back yard had lost its seal and the rain water and silt had cause the plug. He ran a 100' snake to the city sewer, clean it out, extended the clean out valve above ground and put a new cap on it and it has worked great ever since. I called Advanced and let them know what had happened. He talked to the tech and then told me to send them an invoice of the other plumber and I also sent pictures. I have called there several times and asked for status of some sort of refund. I called yesterday 11/2/22 and told the receptionist and Jacob was who I talked to told her to tell me that he would talk to the owner and call me back later that afternoon. Nothing has happened and they do not keep their word.

  

  Business response

  11/08/2022

  We have already settled with the customer.

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