ComplaintsforAdvanced Wind Services Heating and Cooling Corp

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Damage done to the air handler and evaporator coil They refused to repair the damage I requested them to provide their insurance information and they have refused numerous times

  Business response

  05/13/2024

  To Whom It May ************* hope this message finds you well. We are writing in response to the recent complaint submitted by our valued customer, *********************** with Complaint ID# ******** regarding the services provided by Advanced Wind Services Heating & Cooling Corp.
  Upon receiving ************** complaint, our customer service team promptly initiated an investigation to understand the concerns raised. It was revealed in our investigation that a technician visited the customers property on May 18, 2023 for a clean and check. Once the clean and check was conducted the technician recommended a ************* and an appointment was set for the customer on May 25, 2023 to conduct the service. We have not been to the customers property since. Since that date, there have been no further visits by our technicians or installers to the customer's property. Therefore, it is implausible for any damages to have been incurred to the air handler and evaporator coil by Advanced Wind Services within the past year. Attached are relevant invoices and work orders for reference.
  If more information is needed, please feel free to contact ***** (Office Manager) at ************

  Customer response

  05/30/2024

   
  Complaint: 21656878
  
  I am rejecting this response because:
  
  They have all the facts wrong in this case. 
  
  The damage was done to the evaporator coil on the initial visit when the wrong abrasive coil cleaner was used to clean the coil. Instead of washing the coil at the initial visit, the chemical remained on the coil until the second visit.
  I called numerous times between the first and second visit to get them to return.
  I contacted the chemical manufacturer and was provided the **** sheets, I was told by the chemical manufacturer that the wrong chemical was used and given instructions that the chemical needed to be removed immediately.
  The second visit was to try and clean the abrasive chemical from the coil. It was too late the damage was done.
  Because they delayed in returning to clean everything they had used, the chemical damaged the evaporator coil to the extent that it needs to be replaced. 
  
  I'm asking for their company insurance certificate so that their insurance can be contacted, and a repair can be made immediately.
  
  Thank you,
  
  
  

  
  

  Business response

  05/31/2024

  To Whom this may concern,

  The purpose of this letter is due to the complaint that was made against Advanced Wind Services Heating & Cooling Corp by Our Customer ******************* Complaint ID# ********.
  Regarding your concerns about the products used to clean your evaporator coil, we assure you that all the cleaning products we use are EPA-registered. The technician who performed your service followed the cleaners instructions meticulously. At the end of the appointment, you expressed satisfaction with the service provided. If you had concerns about potential damage to your coil, it would have been helpful to hear from you sooner. This would have allowed us to send a technician to your location to better understand your concerns and inspect your coil. Since that date, there have been no further visits by our staff to your property. Therefore, it is implausible that any damages to the evaporator coil was caused by Advanced Wind Services, as we have not been on your property for over a year. For your reference, relevant invoices and work orders are attached.
  If more information is needed, please feel free to contact ***** (Office Manager) at ************

  Customer response

  05/31/2024

   
  Complaint: 21656878
  
  I am rejecting this response because:  The business was well aware that I didn't like what was done to fix the problem. I called many times afterwards asking for a better fix and was refused.

  Again, the facts given are wrong.

  I then asked for the name of their insurance company or agent and certificate and was refused. The chemical that they used maybe registered with the **** but in this case the chemical was wrong, and it was left ion the coil instead of washing it off.  Then they admitted the mistake and sent someone 10 days later to try to wash it off.  The tech they sent had no idea what to use to wash it with. I'm the one who recommended baking soda and vinegar, all he was planning on doing was rinsing it with water. I had to stay in contact with the office because the technician didn't speak English and the office was translating.

  I'm still requesting their complete insurance information to resolve this problem. And the name of the insurance agent.

   I've' asked numerous times here for the insurance information.  I'm still being denied, that explains volumes.

  This can be resolved with their insurance certificate, but they won't provide the necessary information.

  They are not making any attempt to resolve this in my opinion.

  
  Sincerely,
  
  *******************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****************** ************** I have been a client of Advanced ************,***************************************************************** for several years now. After Hurricane ***, they recommended I have a new forced air unit installed. This cost approximately: $9,500.00 in March 2023 Included: Forced Air Unit, Ultraviolet light mold remediator and unit housing. Unit installed March 2023 and I was told the housing unit and ultraviolet light would be installed within a week. I paid the entire balance at that time, March 2023 and only the forced air unit was installed. Upon a service contract visit in October 2023, I was told I had mold sporesonly to realize the ultraviolet light hadnt been provided. I had to contact Advanced ************ and the ultraviolet light was installed at that time. The unit housing still wasnt done, and still isnt completed as of today. I Phoned over 11 times between Oct 2023 and Jan 24, 2024. Only able to speak to receptionist, the owner/manager wont speak with me. Jan 24, 2024 was the last date I phoned, there was no answer after several attempts during business hours. My girlfriend used her phone and it was immediately picked up. I then spoke to the receptionist who PROMISED the forced air housing unit would be completed within one week, by Jan 31, 2024. Ive had no phone call follow-*** and still no housing unit has been completed as of this date: 2/2/24 My forced air unit has been sitting unprotected for 10 months and we have had some torrential downpours within the past few months. Without protection, I can only imagine the damage done to the insulation, forced air unit, housing and mold concerns. I paid $9,500 to replace a damaged forced air unit, only to have it sit for ************************ the elements. It would seem at this time, the new forced air unit cant be much better shape than the one replaced following Hurricane ***.

  Business response

  02/28/2024

  To Whom It May ********
  I hope this message finds you well. We are writing in response to the recent complaint submitted by our valued customer, Mr. ******************* with Complaint ID# ********, regarding the services provided by
  Advanced Wind Services Heating & Cooling Corp.

  
  First and foremost, we want to express our sincere apologies for any inconvenience Mr. *****Mars may have experienced during the course of our service.  
  Upon receiving Mr. *****Mars' complaint, our customer service team promptly initiated an investigation to understand the concerns raised. We have since been in direct communication with Mr. *****Mars,
  addressing his concerns and dispatching a qualified technician to assess the situation thoroughly. We are pleased to inform that all outstanding work has been successfully completed within Mr. **** Mars' property. We have attached the relevant work order and accompanying pictures for your reference, demonstrating our commitment to resolving the issues raised.

  As part of our ongoing commitment to customer satisfaction, we encourage Mr. *****Mars or any concerned party to feel free to reach out to our office at **************, if any additional concerns arise. We are dedicated to ensuring that all our customers are not only satisfied with our services but also confident in the reliability of our solutions.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had the unit placed in March of 2023 . I was offered great service and warranty and Ive reached out to the company to have my unit checked . The representative ******* comes and checks states everything is fine with Ac unit fan is working . When I get home fan is not working heat in house is 90 degrees and have spent all weekend in heat . Ive sent a video and messages with yet no response or resolution. This is in human . No one after paying for a unit and having for a few months should go through this with no resolution. ******* is to hot to go with out air .

  Business response

  09/25/2023

  I hope this message finds you well. I am writing in response to your recent complaint regarding the service visit by our representative ******* in relation to your AC unit.
  Firstly, We want to express our apologies for any inconvenience and discomfort you may have experienced due to the issues with your unit. We understand the importance of a properly functioning AC system, especially in the hot ******* climate. We've reviewed our records, and it appears that we have made three separate attempts to address the issue at your residence. Additionally, we have reached out to you on three separate occasions. However, we have not received any response from you. We care about your satisfaction and well-being, and it's essential to us that we resolve this matter promptly. We kindly request that you get in touch with us as soon as possible to arrange a suitable time for our technicians to revisit your property and assess the situation further. Once again, we sincerely apologize for any frustration this situation has caused, and we appreciate your understanding as we work to rectify the problem. Your comfort and satisfaction are of the utmost importance to us. Please don't hesitate to contact us at ************  to schedule a follow-up visit at your earliest convenience.
  Thank you for your time, and we look forward to resolving this matter to your satisfaction.

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