Complaints

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 24th our Heat Pump stopped working, and I smelled burning and could see some smoke. I turned off the system, which means we had no heat for the holidays and could not get anyone out to look at it right away. Advantage Heating & Cooling was able to send a technician out on the 26th. They replaced 2 parts in the unit costing more than $659. At that time I believe there was discussion about checking into parts that would take longer if they had to order it, but fortunately, they had the parts available and got the unit working that day. After I talked to the vendor who originally installed the system, he mentioned it was covered under warranty. I called ****** and they mentioned they needed to talk directly to the technician that did the work. Then I called Advantage, and they passed on the information. Since I did not hear back from them for awhile, I called again, and they said they would work the warranty (which is the extended warranty - good until 2027). I called about 3 or 4 times and each time they told me they were waiting on a response from ******. This last time I called ****** and got hold of their Consumer Affairs, case #*******, phone # ************. They told me they never received a claim from Advantage, and, as part of the process, the technician should have checked with ****** on the warranty information before doing the work. I called Advantage, and they told me that ****** rejected the warranty, which indicates a claim would have been filed to do that. At this point, I don't know who is at fault, but I am getting misleading information. I want this matter resolved, but I don't know who to trust. If these replacement parts are covered by extended warranty, I would like to get some money back. If they are not, then I would like to know the reason why and whether the extended warranty is still effective for future maintenance.

  

  Business response

  05/24/2024

  We spoke with ****** regarding the complaint.  They will not reimburse us for the part we ordered for ***************************.  However, ****** was told by one of our technicians that it would be covered under warranty.  ****** also claims it should be covered, but due to how we ordered the part they won't honor the warranty claim.

  
  

  Our resolution for ******:  We will reimburse him for the retail cost of the part (roughly $150), and he would be responsible for the labor costs (this is common practice after the first year of an installation).  When we called ****** he was unable to speak as he was on his way out the door.  I gave him my personal cell phone number and asked him to call back when he had time.  We have not heard from him, or been able to get ahold of him, yet. 

  
  

  Please let me know if you need anything else regarding this customer or this claim.

  Customer response

  05/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. For future reference, there needs to be better communication between the business, manufacturer, and myself. I found out after the service was performed that if proper procedure concerning the warranty was followed, the part would have been covered. I appreciate the business recognizing this and resolving this complaint in an acceptable manner.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We called this company to come out due to smoke smell in our home. They did and said we had a refrigerant leak and needed to order the part that would take a week to get. We was without heat during this time. It took 3 weeks to get the part. When they got here the workers did not know what they were fixing as this was not the original person, we had to tell them in detail what to do. They supposedly fixed the issue. Then a few days later the smoke smell was still there. They came out and said it was working just fine. Two weeks later we call due to the smell still here and they will not come out as they said they had a bad experience. We were very polite to the workers so we don't know what they are talking about. We want our money back so we can call someone else to fix the problem they were hired for.

  

  Business response

  05/22/2023

  Advantage Heating will be issuing a full refund in response to this complaint. We apologize that the part took longer than anticipated to arrive. We reached out to our supplier several times for an update, but it was on backorder. During this time, we received a phone call from the customer who was understandably frustrated.However, he was very disrespectful to our office staff and brought one of our customer service representatives to tears. Our CSR was very apologetic and was trying her best to remedy the situation and clear up any miscommunication, but the customer continued to harass her. We supplied the customer with two portable heaters while they waited for repairs. Once the part arrived, we went out right away and completed the quoted repairs. We returned a week after to address a smell the customer noticed but there was nothing concerning found on our end. Due to the communication we had with this customer, we feel that we are not the right fit to continue servicing them. Our employees are just as important to us, if not more so, than our customers. We dont feel that our employees should be subject to this kind of treatment. Our hope is they find a company that better meets their needs. Hopefully this resolution is acceptable to all parties.

  Customer response

  05/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Bill & *************************

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/05/2022 we spent $24084 ***** and **** came out gave us a estimate on a new heating and air conditioning. My husband told them what we wanted and needed ,I was at the hospital with our premature baby girl when I got here ,***** showed me the best system top of the line that they had . I told him I wanted everything new because we were about to bring our x -premie baby girl home and wanted the best air quality.( Come to find out he never went under the house to check the vents because he said he was claustrophobic )He said Im saving you money with this system in using the old vents and existing ductwork .He assured us the old vents and ductwork would be comparable with the new system. He asked us how much electricity was each month I told him $300 -$400 during the winter and $150 during summer he said this system is going to be saving you so much money. His words exactly (most you will spend on electricity is $200 a month. now our electricity bill $580and not even our emergency heat works. All this time weve have had nothing but problems. The System wont stop running day night it makes loud noice to the point it wakes us up and the baby in the middle of the night.Theres times As it starts up Theres so much cold air coming thru the vents loud air noice.Ive lost track of how many times Ive called I have sent texts,they send workers to come and check It they work on the thermostat. we also had to buy a mini split $5000 for my sons up stairs bedroom because ***************** (he lost his notebook with all the information )we wanted vents to go up to this room as well.This last time **** gave me more $4000 quote to add another return vent and 2 vents in the master bedroom to help keep it warm.he said theyre not sure it would solve any of the problems were having.the thermostat goes up 2* more than the set temperature.We were promised a system that would save us money and be better for us and our family and all we got was 1 more bills and headaches from the noice.

  

  Business response

  03/20/2023

  After reviewing the complaint and speaking with the customer, we are in the process of gathering the needed information to replace the problem duct areas for their main floor.  We anticipate this being completed within the next couple of weeks. Thank you.

  Customer response

  03/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***********************************

*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. ↩