ComplaintsforAdvanced Home Services

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have called this company two times to have my address removed from their mailing list. I am sick and tired of receiving their flyers (aka junk Mail) in the mail several times per month. Most recently on April 22nd, I called and spoke to an employee named *******. I told her I'd like to be removed from *******'s mailing list. She said she would forward my address to her billing department for removal. I have since received TWO more mailings for their services. One on April 26th, and one more again today, May 1st. That makes 3 mailings in the last 10 days!! Sending flyers in the mail every once in a while (two or three months) is fine with me, but 2-3 times in a week borders on harassment.

  

  Business response

  05/13/2024

  Good Afternoon,
  After searching through my database, I cannot find a customer profile that matches the information
  given. I will gladly remove this profile from our system, however I do need more information to locate
  the account and remove it.
  I need:
  Address we serviced
  Customer name on our account
  Phone number attached to the account.
  Thank you,
  *************************
  Call Center Manager
  Office: **************
  Email: *************************

  Customer response

  05/13/2024

   
  Complaint: 21653523
  
  I am rejecting this response because: 

  I do not have an account with this business, as they have never done any work. Please read my complaint.....I am asking to be removed from your MAILING LIST. I received several pieces of junk mail from Advanced Home Services every month and wish to no longer receive your mailings. 
  Sincerely,
  
  *******************

  

  Business response

  05/17/2024

  I will let my marketing team know the address to remove from the mailers. 

   

   

  Customer response

  05/17/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Dad is 90 years old on a set income. All he needed was a water line replaced from the kitchen sink down to the water line. The person came and started inspecting everything in the house looking for more work. My dad told him all he needed was the water line fixed. He fixed the water line in two hours then gave my a dad a bill for ***** dollars. The bill was not itemized to explain the cost. Dad told him it was too much money, but the guy just left with no explaination. When he called their office and asked for a itemized bill she said they don't do that. He told her he wasn't going to pay until he say one. Then she hung up on him.I feel this company is taking advantage of my dad and other elderly people by charging unreasonable charges.My dad (***********************, *************************************************************.) He told me and my sister about what happen.

  

  Business response

  12/07/2023

  I spoke to ***************** as soon as the technician left the home after his refusal to pay. While the technician was in the home he offered financing options to ***************** when he first presented options at 9 AM, over an hour before beginning any work, the technician provided 4 different options and waited for ******************* approval before beginning the hours worth of work he did. When I spoke to ***************** I offered him a discount and negotiation of the price to provide him some satisfaction to which he refused. I also explained to him the reasons WHY we do not do itemized billing or after service billing and that I cannot "break down" his bill because that is not how our billing is programmed. He continued to tell me to just "send him a bill" to which I told him that the options I could offer him was to negotiate a discounted price and take payment over the phone or send the account to collections at which point ***************** stated "just send me a ---- bill" and disconnected the call. 

  Customer response

  12/11/2023

   
  Complaint: 20967978
  
  I am rejecting this response because:

  The response does not address the amount of the charges. The technician was there from approximately 9;00 am to 12:00 . Thats three hours yet the charges were ***** dollars. Parts for that job was less than 200 dollars so that means the hourly labor charges were 800 dollars an hour. That is why he asked for an itemized bill. How do you justify that kind of rate for anyone, especially for an elderly person on a fixed income?

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

  

  Business response

  12/14/2023

  I certainly understand the confusion and frustration due to lack of understanding. However I again offered to the customer more than once to negotiate the price to an amount that he was more comfortable with, he was offered financing so he could make smaller monthly payments (both of which were refused) and explained that we cannot send an itemized invoice due to the fact that we DO NOT bill based on a breakdown of labor and materials, nor do we charge an hourly rate. We give all pricing up front before work is even started for total price transparency and do not begin work until receiving approval from the customer. Our upfront pricing does not change for any customer based on age, status or any other demographic as it is pre programmed by our accounting team.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  There was a flood in our basement on 12/6/2022 & I called *** to inspect our plumbing problem. *** came & cleaned out the sewer line. *** then showed us a video of the sewer line & stated that our sewer line was not sloped enough & so we would have a flood in the basement again if it was not redone. *** said that the best option would be to put in a sump pump outside the house & then angle it down to the city sewer line. The sump pump set up was $18,000 (12/12/2022, Invoice ********). We felt pressured into making the decision to go with the sump pump because they said if we didnt, our basement would flood again. We finished the basement & within 2 weeks, the basement flooded again. I called *** on 2/24/2023 & said that they did not fix our plumbing problem & that our basement was flooded again. *** came out to look at the problem & said that the sump pump was working just fine & that it wasnt their problem. I called the *** office & talked the *** manager, ****. **** said that it was not ***s ************** will not fix anything. **** said it was our problem & hung up.I then found several trustworthy & renowned plumbing companies to come out & give their assessment of our plumbing problem. All of them said that we did not need to put in the sump pump per ***s direction and that the problem is the downstairs bathroom plumbing & not the sewer line. *** misrepresented the problem, charged us $18,000 for work that was not necessary & then said they would not fix the problem. I am requesting *** to pay me back $9,000, at a minimum, that I paid to fix my basement a second time because *** did not fix the right problem, if not the entire $18,000 for the sump pump system that did not fix the house plumbing problem nor was it necessary. *** did not diagnose the problem correctly & charged us $18,000 to fix a part of the system that did not need to be fixed. *** should be responsible & ethical about their work & refund me the money.

  

  Business response

  11/22/2023

  On 12/7/22 We went out to ************** house to camera his sewer line. At the time the issue was discovered ************* was given 3 options to help his issue. Of those 3 options ************* chose option 2 (Option 3 was to replace the sewer line without a pump)  the works was done on 12/12/22. On 2/24/23 ************* called in and stated that his basement had flooded again and we went back out there to look and see what determined the issue. It was discovered at the time that issue was caused by an excessive amount of toilet paper clogging the back water valve inside the home and was not related to the work that was done by us. We did not charge him for that visit and removed the clog from the back water valve for him. We have also been out to the home twice since then to do the sprinkler repair and add more top soil to the ground that has settled since the backfill and no mention of the pump or the sewer line not working properly has been made nor has a request for refund been made.

  Customer response

  12/03/2023

   
  Complaint: 20823854
  
  I am rejecting this response because:

  *** obviously did not read my letter from BBB as *** is still avoiding the issue. All 3 options were replacing the sewer line outside of the house, which was not the plumbing problem. *** did not fix the sewer problem, which was the downstairs plumbing, not the outside sewer line. Instead, *** put in a sump pump outside the house with a partial outside sewer line replacement.
  I did call *** on 2/24/2023 & shared my concerns about our house flooding a second time because *** didnt do its due diligence in figuring out the root cause of the original flood. Therefore, the house flooded again. As previously stated, I called *** & talked the *** manager, ****. **** said that it was not ***s problem & they will not fix anything. **** said it was our problem & hung up. I did ask **** for a refund at that time.
  When *** employees came back out to finish the ground cover &sprinklers that summer, the *** workers asked if I was satisfied with the plumbing job. I said absolutely not & told them the whole story. They were shocked & said they would bring my concerns to *** management. I waited for a call from ***. *** did not call me. I called a month later as there was a leak in the sprinkler system they fixed & the *** receptionist asked if I was satisfied with ***s job. I explained to her the story & she was shocked & said that she would bring my concerns to *** management. Again, I heard nothing back from ***.
  Therefore, I had to go through BBB & request *** to pay me back $9,000, at a minimum, that I paid to fix my basement a second time, if not the entire $18,000 for the sump pump system that did not fix the house plumbing problem nor was it necessary.
  
  Sincerely,
  
  *****************

  

  Business response

  01/29/2024

  The issue with the second flood as stated in the previous response is that the backwater valve was clogged with an excess of tissue paper, it was not an issue with the pump that was functioning properly. This clog was caused by and is the responsibility of the homeowner or the contractor that installed the backwater valve. The original estimate that was given was 3 options to the customer and the original price was also discounted.

  Customer response

  01/31/2024

   
  Complaint: 20823854
  
  I am rejecting this response because:

  AHS is still avoiding the truth. 3 options were given: make a new plumbing line from our house to city sewer line for over $30,000, put in a sump pump, or do nothing and most likely it will plug again. As the customer, we were led to believe AHS knew what would fix the plumbing problem and so we chose option #2. AHS mislead us. AHS did not diagnose the root cause of the plumbing problem and fixed a line that did not need to be replaced. The root cause, later discovered by two different plumbing companies, turned out to be not enough flow in the down stairs plumbing. This is what caused an excess of tissue paper clogging the backwater valve with normal usage of the toilet.This had not been a problem in previous years because there were more people in the house and the shower was being used regularly to push the paper product through the line.  Had AHS diagnosed the problem correctly, we would not have had AHS install an $18,000 sump pump and fixed the down stairs flow problem instead. Then we would not have had a flood in our basement two weeks after AHS fixed the plumbing problem. We, should be requesting $18,000 for having us pay for a solution that did not fix the problem and $9,000 for fixing the flood because AHS did not fix the root cause. Therefore,AHS should pay us back $27,000. AHS states our goal is your 100% customer satisfaction.We are completely dissatisfied because AHS mislead its customer, us, and charged $18,000 to fix the wrong problem and left us with a second disaster.
  
  Sincerely,
  
  *****************

  

  Business response

  02/21/2024

  Again, to reiterate. The 18K that ************* paid for is not just to "add a pump" it was part of multiple options that were offered and the one that was chosen by ************** is the one that the work was completed for. Any time ************* has had an issue AHS has been out to help and/or fix the issue. If *************' definition of customer satisfaction is that his entire sewer line is replaced for no cost then we cannot come to an agreement. If damage was done to the ***** home that AHS is responsible for then a discussion of reparations can be had. The only communication and issues with ************* since the install in Dec of 2022 until this request for refund have been. 1. the initial backup from after install where it was determined by camera that the issue was caused by the clog in the back water valve. 2. A request to repair damaged sprinklers from the initial install and 3. a request for additional soil due to the top soil sinking after the winter. and 4. last month *************** was out to check the pump to make sure it was working properly.

  Customer response

  02/26/2024

   
  Complaint: 20823854
  
  I am rejecting this response because:
  

  AHS is going in circles,ignoring our statements, and it is ridiculous. *** told us they would fix our plumbing problem. Yes, we chose the sump pump solution and of course we had to pay for it. Yes, the sump pump works and AHS did finish the jobs per our request which we appreciate and expect according to the job warranty.

  
  The problem: AHS did not discover nor fix the original plumbing issue and gave us the wrong solution options and we chose the sump pump because AHS said our basement would flood again if we didnt. After AHS put in the sump pump solution, our basement flooded again, just like it did two months prior. When we called AHS about the second flooding, ****, an AHS manager said it is not AHSs problem and hung up.

  
  The original plumbing problem was discovered by other plumbing companies which is that there is not enough flow from the downstairs plumbing. The back flow valve in the down stairs plumbing has always existed since the house was built. Putting a sump pump outside the house did not address or fix the original plumbing issue. Since other plumbers fixed the original issue, downstairs plumbing, our house has not flooded.

  
  Since AHS will not admit having us pay for the wrong solution, we will settle with AHS paying us $9,000 for the house damage downstairs that happened due to the plumbing problem AHS fixed.

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

  

  Business response

  03/27/2024

  To whom this may concern, This is Advanced Home Services after many attempts we were able to get ahold of the customer ***************** yesterday March ************ pm Mountain time. We are working with *** on a resolution and today we will have that sent out. The Mis communication came from a manager that is no longer working here and we apologize for any inconvenience. If you have any further question please reach out anytime. 

  

  Business response

  03/29/2024

  We have Resolved the Issue with *****************, and have had a representee of advanced home services hand deliver a check with ************** on 3-28-2024 around 12 pm. Please review and close this complaint.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Advanced home services was called the come and check furnace was not working thermostat was reading no communication the technician found that control panel was bad he recommended to clean and service and replace the filters He had to Order the part. The second technician come out to replace the part and clean and replace filters It took him quite some time. Once it was working he told me the new part was bad and he jumped it so it would work I know the filters are pricey $239 plus filter for humidifier $45 I found the control panel for $85 on line (same brand) was charged $1607.40 I have called trying to voice how mad I am they said someone would call me back have not heard back have sent 2 massages I dont mind paying a fair price but this is wrong to change this amount and telling me the new part was bad

  

  Business response

  11/29/2023

  I spoke to *** on both 11/6/23 and 11/14/23. We had a technician go to Dons home to verify that the part that installed was in fact working and *** was happy with that although still had some concerns about the price. After negotiating with *** he accepted the offer of a partial refund and the matter was settled satisfactorily.

  Customer response

  11/29/2023

   
  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. I am happy with the outcome 
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Advanced ********* came to my home in March 2023, to take care of a burst pipe from my sprinkler not being blown out in the fall. They charged me over $1,500 assuring me that would cover the cost of everything in the spring when the snow melted. After several months waiting for them to come back I contacted them in June and they again reassured me that the cost was covered from the earlier visit back in march. The service repairman or should I say salesman came and told me everything that needed to be done and showed me all the services and various prices with different levels of repair he could do for me. The three prices offered to me were $600, $1,800, and $2,400. Major differences in prices And this after they already told me the prior job they did in the winter would cover the cost of the work they needed to do in the summer after the snow melted! I told him that I was told it was covered and he used scare tactics so I agreed to the lowest amount. He went and did the repair then had me sign for the repair cost. Later when I checked my account it showed the company had pulled the highest price offered to me from my account. Luckily my bank was willing to reimburse me but the company says I still owe them over $2,400!!! This company over charges and takes advantage of a single women homeowners in need by pressuring and catastrophizing my situation with the burst water pipe in my yard! They offer three different prices and do a sales pitch to scare you into spending the most money on the three prices. You choose the lowest then they charge you the highest with no way to prove you chose the lowest because all three prices are shown on the one page they have you sign on.Run dont walk away from this company they will take you for everything you got, its literally criminal!!! Please let other women know and other vulnerable populations be protected from this company who will literally steal from you in broad daylight, under the guise of repairs!!!

  

  Business response

  10/16/2023

  This record is unfortunately inaccurate, I spoke to *** **** twice in May of ***************************** February I went over the hand written and electronic options that she was given and broke down the services she paid to receive. All of which she did receive. I asked her about the claim of future services which she understood that we cannot sell future services to an issue that was unable to be seen visually and could not be presold due to not knowing the scope of the work and that the amount that she was charged was for the services that was received. I also complimentarily upgraded her service membership to waive the second dispatch charge to her sprinklers for the second service that she wanted done and let her know that she would also receive a 10% discount on services due to the membership. We also discussed that if she did need more work done on her second visit and the cost was more than she felt like she could afford that she was welcome to call me in the office so we could negotiate the price. Having looked at the second appointment I discovered the multiple options that she was presented with. She picked the most expensive option initially ( I have multiple recorded phone calls between her and the technician reflecting this) the technician called management to request a discount but it was not enough of a discount for her so she picked a lesser option with a discount (again clearly stated on a recorded phone call) she accepted the discount and repeated on the phone the price that was to be expected and agreed to it verbally and through signature.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Advanced Heating and Cooling was contracted by me to install heating and cooling units in Feb 2023. All of the work for the install except for the electrical for the ** unit was done by Advanced Heating and Cooling. They contracted with ***************** to come to my house and hook up the electrical needed for the **. I had not input on who they were using for that part of the job. A technician damaged my ceiling while installing electric for air conditioning unit. I have spoken with 2 people at Advanced (**** and ****) and the owner of Platinum (*******) several times and received promises that the issue will be resolved but nothing has been done. As the company that contracted with the electrical company, Advanced Heating and Cooling is, to me, ultimately responsible but they are refusing to help. I need some help getting this resolved. It has been over 3 months of calling and getting nowhere. I am also now worried that they will do a sub-par job. I don't know what my options are.Thank you,***************************

  

  Business response

  07/24/2023

  ***** has been contacted multiple times by our Install Manager and Install Coordinator explaining that ***************** is responsible for the damages to her ceiling. ******** has reached out to her multiple times to schedule the repairs for this also and the dates they have giver her did not work with her schedule. ***** is aware that the scheduling needs to be done through Platinum not through us to do the repairs.

  Customer response

  07/24/2023

   
  Complaint: 20238720
  
  I am rejecting this response because it is blatantly untrue.  In the past I have tried working with Platinum (*******, the owner). He agreed many times to get someone out to fix the issue but then I wouldnt hear from him for weeks until I contacted Advanced again.   I have never told them that they could not come out and work on the issue.  After a follow up with Advanced, they scheduled for Platinum to have have someone out the next week.  I agreed and have been working with *****, Platinums person multiple days as this is not something that can be done in one day.  Unfortunately, it is not completed yet.  *****, the person doing the repair has been polite and respectful.  I have not heard anything from Platinum or Advanced on how the job is progressing or if it has been completed.  

  Horrible horrible customer service on both companies parts.

  **************************************************

  

  Business response

  08/02/2023

  Unfortunately this response is not accurate I have recorded phone calls between **** and ***** of him explaining that we do not control the schedule with ***************** and that we have called them several times on her behalf to get this fixed and asking if it had been fixed or of they had been in contact with her yet to complete the repair, the most recent of those calls being on 7/31/23 at 3:26 PM where ******************** explains to **** that they still have to come out and do another coat of paint to match the texture and that she will call **** to let him know when that has been completed. Advanced has done everything in their power to complete this repair that is the responsibility of the subcontractor.

  Customer response

  08/04/2023

   
  Complaint: 20238720
  
  I am rejecting this response because:  My first call with **** was on 7/07.  He set up a meeting for Platinum, at that time.  There are several months of me calling Advanced and Platinum before that.    Once **** set up the meeting for Platinum he said he would call me again the next week.  I didnt hear from him again until I called him last week.  He has since followed up with me one more time.  Platinum has followed through and had a third party out here fixing the issue.  At this time, it is complete.  

  I am not withdrawing my complaint nor do I agree with Advanceds responses but the ceiling has been fixed by a third party hired by Platinum.  

  
  **************************************************

• Initial Complaint

  05/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  they don't return phone calls! give me the run around. and not fixing what they said they would

  

  Business response

  06/12/2023

  Our restoration company has been in touch with *************** to schedule a time to fix the issue with his porch. Unfortunately the first restoration company we attempted to use did not prioritize the issue so we had to change the company so *************** would be taken care of. At last update we were told that the repair is in progress.

  Customer response

  06/12/2023

   
  Complaint: 20092037
  
  I am rejecting this response because: every one they have sent out say they can't do it either they don't do concrete or they don't do wood work and it is going to take both.
  
  Sincerely,
  
  ***************************

  

  Business response

  06/27/2023

  As of the last update received by All Hours restoration we are to be receiving a bid for repairs before the end of the week to approve and begin the work 

  Customer response

  06/30/2023

   
  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,
  
  ***************************

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2020 we purchase an abandoned home that was unlivable at the time. We hired Advanced Home Services to come in put in new piping. A technician that cannot be named was sent over. He completed the initial piping of the hot and cold water and installed a water heater. We were sent by Advanced for a loan to ***** Fargo for approx. $12000. The Technician stated that when we were ready to have our sinks and toilet, shower/tub installed to call them back and they would come back out and finish the job. Well we are still working on the remodel and finally decided the house was far enough along to start living there. Awhile ago the technician at Advanced told us he was leaving Advanced. Advanced had all our information/records and the technician once again told us to call them when we were ready for the installs. During the time of the initial contract Advanced called us non stop attempting to make service calls for the installs to our home. I finally told them to stop calling and I would call them when we were ready. When I called today for the finish on our installs, the receptionist sent me to their Service Manager of Advanced and she advised me that our contact did not include these service of sinks, toilet and bathtub/shower installs. I told her we paid 12K for the services and the technician told us to call when we were ready. She told me this did not include this service. How could you pay so much for pex piping and a water heater and then not have these installs also included. And all this time the business led us to believe it was included in the contract by constant calling us. Now the service manager stated that they were just trying to sell us more services that's why they were calling us! Heck no I don't want your services! They were overpriced as it was. And I will never call them again for services. I would think ***** local businesses would want to keep their customer base with a good customer service record. This is *****! I would not recommend this company to anyone I know for services. Please call a different company. They are overpriced for the amount of work they do and then they don't finish the job.

  

  Business response

  04/17/2023

  I have done extensive research into this job the charge for the ********* was for repiping ****************** entire home. and replacing a 50 Gal water heater. There were no notes or mention in the invoice that we have provided to **************** that we would reset or install any fixtures. Also looking into the history of the text messages and phone calls that had been made to *************** after her plumbing work was completed was to offer her a complimentary heating and air system check as we offer our customers cross trade maintenance services, there was none in relation to getting any additional plumbing services done because on our end the job that was contracted for was completed. 

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Advanced Home services to fix a broken pipe in our foundation, put in the plumbing for a new bathroom, and to burst our sewer line. When they broke up the cement in my basement, on 2/20/23, they used a jackhammer (not water fed), but did not do anything to contain or collect the cement dust, nor did they put up tarps or plastic to protect my belongings. There is a thick coat of dust on everything in my basement living room, and the dust has been sucked up by my furnace and spread all over my home. After the plumbing work was done, I was told by the install manager ***************** that a subcontractor would be doing the cement work--that didn't happen, instead the plumber's mixed the cement in my basement, not containing the dust or filtering the air, and furthermore the cement they poured is lumpy, uneven with my floor, and in many places there are gaps between the floor and the cement they poured. I attempted to clean the dust after they had finished and the cement had dried, in doing so I inadvertently inhaled so much cement dust that I developed a deep burning in my lungs, confirmed to be caused by the silica dust in my home by a DNP. I was prescribed an inhaler and told that our home was not safe until ALL the cement dust was cleaned up (we've been out for 6 days). I contacted **** asking him for help with the dust, he said he would send an HVAC technician to clean my furnace, this would not solve the whole problem, because there was still a lot of dust in my basement that would be sucked back up by the furnace, and after I pleaded and cussed **** out he came back that they would pay for my ducts to be cleaned (again not a complete clean), but only if I signed a paper that would clear Advanced of any liability. I reached out to address this problem as a warranty claim (defect in workmanship) **** refused to acknowledge my claim, repeating that the offer for the duct cleaning was the best that they could do. I want Advanced to pay for their mess.

  

  Business response

  04/13/2023

  When I first learned of ************************ complaint I contacted him a few times to see if we could come to a resolution regarding his complaint. The only thing that ******************** would accept to let this matter rest would be for Advanced to pay for a FULL home professional cleaning and to sign a statement that Advanced Would be responsible for all of his future medical issues with his lungs that he deems to be connected to the work that was done. The "health" related issues that ******************** claim were caused by the work that was done have not been proven to be related to the work in the home, there is also witness that ******************** was going his own drywall repair (that he was aware he was responsible for) without any type of protective mask. The "dust" issue was never mentioned during the final in person walk through where the install manager gained a signature from the homeowner that everything was to their satisfaction AFTER the entirety of the work was completed. There are also after pictures (see attached) taken after the completion of the job showing that the home was not blanketed in dust. Advanced also cleaned the furnace to minimize any spreading of dust and offered to clean the ductwork to which ******************** refused because it was not deemed "good enough" 

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of March 2022 I purchased a brand new water heater from Advanced Home Services. The cost was several thousand dollars. This purchase came with a 1 year warranty. On Sunday, the gas line on the internal control broke. I have made multiple calls and talked with multiple people. The customer service manager (*****) and the dispatcher (*******) are extremely ignorant and unhelpful. In fact, ***** told me "they don't just come diddle the unit and magically fix it". That is a quote. A service technician came Monday evening and removed the broken piece leaving me with still no hot water. Since then, I've made several calls with absolutely no return calls asking when I can anticipate the part being installed and have hot water again. The service technician tells me the part has been in and that he's asked the dispatcher to call and schedule. I have not received one call from anyone at this company since asking for help with this warranty. I paid good money about 4 months ago for a brand new complete unit and was told there is a warranty. I was told by ***** that I had to be home for a technician to come, so I have taken off work since Monday therefore losing several hundred dollars in wages. At this point I want the job finished and the unit I paid for working or for them to come get it and give me a full refund so I can purchase one from a business who provides customer service.

  

  Business response

  08/18/2022

  ****** has been called 3 times, twice on the 16th at 12:16 PM and on 3:28 PM and one on the 17th at 4:19 PM to get scheduled for us to go out install the part for her water heater. All 3 calls are recorded and voicemails left. ****** was also properly notified before we did ANY service including the installation of the water heater that she (the homeowner) would need to be present for us to come into her home and do her work. She was also notified that we work later in the day with the latest dispatch being 6 PM and Saturdays are also an option so she does not need to miss work. 

  Customer response

  08/18/2022

   
  Complaint: 17730965
  
  I am rejecting this response because: I am willing to provide my phone records along with my ******* billing statement. I do not have a single missed call or voice message. I am the one who has initiated all contact. I have received one text message saying the technician was coming on Monday. I was home and *****. I met ***** and he removed the faulty controller. I have multiple texts with him over the past three days as he is the only one who responds. His text confirms my part has been in since Tuesday. He says he can do nothing until dispatch schedules my service. I am willing to share that text conversation as well.
  
  Sincerely,
  
  *****************************

  

  Business response

  08/26/2022

  As you can see from the attachment provided there were multiple phone calls (the ones labeled as outbound are from our company) every call that is approximately 40 seconds a coinciding voicemail that is recorded and has been verified. ******* phone goes directly to voicemail due to her blocking our business phone number as shown by the text message we sent as an additional attempt to reach her that could not be delivered as well.

  Customer response

  08/31/2022

   
  Complaint: 17730965
  
  I am rejecting this response because: its ridiculous to suggest a customer would block a business phone number when theyve already paid a couple thousand dollars cash for an item that doesnt work requesting they follow through with the warranty. Again I am willing to provide my phone bill records to refute this ridiculous statement. Bottom line, the customer service with ******************** is awful, unprofessional, and unethical.
  
  Sincerely,
  
  *****************************

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