ComplaintsforAdvantage Air Plumbing Heating & Cooling Inc
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Complaint Details
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Initial Complaint
12/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had Advantage Air come out to repair my tankless hot water heater (newer unit, parts still under warranty). The first time was on Friday, Dec 2nd in the late afternoon when it stopped working (this is also how we heat our home) and they sent a tech out. The tech had me pay $180 and confirmed it wasn't working (we knew that!) and said that and that they would send a tech out on Monday with the part needed based on the error code. He siad the part was in stock. They didn't call or show up Monday so we called Monday, Dec 5th and they said that they would send a tech out on Tuesday. Tuesday a new tech came and said that different parts were needed that had to be ordered and shipped. The tech came out Thursday morning to put in parts and then left and returned later Thursday afternoon to finish the repair and said I owed another $180. Less than an hour after he left, the water heater stopped working again. I called and the owner *** said he would send the tech back out on Friday, December 9th. The same tech came Friday morning and worked on it. He said it was fixed but it stopped working again so he came out Friday afternoon again to fix it. It ran all weekend but stopped again today (Monday, December 12th) at about 415 pm. I called the owner. He said he could send a tech our tomorrow but it would cost an additional $120 per hour and that he wasn't sure about it getting repaired. He went on to say that they repair company has to call the manufacturer etc. He also told me to refer back to the install company (I bought the house in Sept 2021 and am not sure who installed it). I asked if they stand behind their repair work and he said no. He didn't even offer to send out a supervisor to verify the work done by the tech all week (*****). I have paid out all that I could afford and still don't have heat. I have a disabled husband with a heart condition and three children. We requested and have not received invoices or receipts.Business response
01/10/2023
In response to the complaint:
This customer had a unit that was still covered under warranty for parts. Per the Manufacturer You must call tech support for them to decide what part is not operating properly and wait for them to order the part so the customer does not have to pay for the replacement parts, only labor-per the warranty.
We followed the policy set in place, the part was received and covered under warranty. We returned to replace the part. The unit started to not operate properly and we returned and ran through the system with tech support once again for them to determine the issue. The customer exaggerated how much we were there, and we only followed this procedure so her parts could be covered under warranty as she wanted. There is no changing the policy set in place by her manufacturer to ensure her parts were covered. Please remove this complaint
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Advantage Air Plumbing, Heating & Cooling
1808 *********
******** ** 54880
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.