Advanced Filter & Mechanical Inc

We have a copy of every email from Mr*** along with the emails from Mr*** There is quite a bit of confusion in those emails including a 7/31/email from Mr*** to Mr*** stating he needed to know how to get someone to respond to him with a demand for "A third party to do a comprehensive assessment of the product..." Mr***'s July 31, response is "Have I not already been there? The installation meets the minimum standard required for operationHe further reiterates, "As I said before, hiring this third party to evaluate the installation is completely up to you and will be your responsibility to pay for *** is the third party in this case and therefor will not be bound by what your third party believes The manufacturer has final authority with installations regarding its equipment If you don't believe the installation meets your standards, then it is your responsibility to remedy that." Every issue has been fully addressed, repeatedly: A) Recommendations from Mr*** have, in fact, been completed: 1.) The supplemental heat strip was changed from KW to KW so the fan speed could be lowered and reduce noise in Mr*** existing ducting (Mr*** wanted KW however his existing ducting will not support it without having the rushing air noise) All the settings in the system, including the thermostat were revised per Mr***'s direction, 2.) A larger capacitor (soft start kit) was installed in June, after Mr*** complained of his lights dimming to Mr*** during Mr***s April, visit. This, in fact, was never mentioned previously, 3) install a noise reduction grille in the family room, has been done. To be perfectly clear, this was a recommendation to resolve the noise and was not a demand that we do for free. We did change out the old grille at no charge as a show of good faith. We will not, however, replace all the existing grilles and registers in the home as Mr*** wants. B.) Water leaking on floor; We found the issue with the condensate line and fixed it. Mr*** insists Mr*** made recommendations about fixing the water leak when, in fact, Mr*** states in another July 31, email at 6:PM he cannot address the issue. He stated it could be something as simple as a plugged condensate drain (keep in mind the condensate line kink was fixed in December, then the condensate pump itself failed, having nothing to do with the installation, and was replaced, at no charge, 6/11/15). Mr*** continued in his 7/31/email “If it is due to other than an installation error, there may be a charge for it. The only other issue at this point is the condensation on the outside of Mr*** EXISTING ducting in the Summer months. The resolve for this is to insulate the ducting. We have offered several ways to handle this (detailed in our 10/26/response) but Mr*** states they are insulting and none of them are acceptable to himRegarding the comment made by our ex-service tech, Mr*** did, in fact, address this in his 7/31/email saying “… that was not a professional statement. I don’t know why it was made, or what he was specifically referring to…” Mr*** explained in detail how this could not be possible. Additionally, Dave Raddressed this with Mr*** explaining the combination of the condensate pump failure and the condensation on the outside of his existing ducting is the most probable reason for water being on the floor The equipment was, in fact, installed to code and has been approved by the manufacturer’s equipment expert. C.) The *** Manufacturer rebate. The fully detailed answer to this is in our 9/30/response. In short, Mr*** received several phone calls and full documentation of the date constraints with the Manufacturer rebate. The facts are, we have several emails from Mr*** clearly stating he wanted to use up his existing oil. We did, in fact, call him several times attempting to schedule his installation within the rebate parameters. Another fact is no one, including any sales rep from any company, has authorization to alter the defined written rules of the manufacturers rebate. If Mr*** has a side agreement with Nar Las his sales representative, he will need to contact MrLdirectly to reach resolve to their personal agreementAgain, scheduling one last site visit with *** *** and Dave R., requiring each to have his own witness, to prove what has or has not been done apparently needs to happen

Complaint: ***I am rejecting this response because:The response from Advance Filter is typical of their service- it belittles and disregards ongoing problems and makes statements about services it has provided and conversations that have taken place.Fact #(regarding the rebate): The only individual from Advance Filter I communicated with prior to the installation was Nar LThe assertion that Dave Ror Tayler (I do not even know him) contacted me is an outright completely assertion on the part of Advance Filter and I challenge them to produce proof any email or phone conversation during this time.Nar Lhad assured me that as the papers were signed and the orders placed prior to rebate deadlines, I would receive the rebateAt the time of signing the papers the soonest time that Advance Filter would have been able to install the pump was after November 28thThe only conversation regarding use of oil between Nar Lopez and myself was in order to try and coordinate the installation with the use of existing oil so I would not go without heat as it was used upAgain Nar Lassured me that I would receive the rebateThe first time I became concerned that the rebate my be an issue was on December 26th during a phone conversation with Dave Rwhen I mentioned that I was waiting for Nar to give me information on procuring the rebate and Dave Rresponded that he "thought I missed out on the deadline of the rebate but I will check with Nar"From January to May of Nar repeatedly indicated to me that Advance Filter had indeed assured me of the rebate and would find some way of honoring itAt a conversation between *** *** (the *** regional representative), Nar L., my wife and myself in April to try and rectify ongoing problems Nar Lstated "the truth is the truth" and that Advance Filter would propose some way of rectifying the lost rebateI sent an email on 4/confirming this among other corrective actions following this meetingUnfortunately Advance Filter has failed to meet this commitmentInstead they have responded with hostility and falsifications of the factsFact #II (regarding quality of installation): Advance Filter belittles the problems that occurred after the install- another example of their very poor customer service- by implying that my issues were only a difference in noise between the previous oil furnace and the heat pump and that increase electric costs were typicalIn fact the noise after install sounded like a hurricane or was coming through the houseIn fact neighbors and relatives who already had pumps came and confirmed the extreme noise produced after install and made Advance Filter aware of their own appraisalAdvance Filter also makes an offhand comment that I was informed of an increase in the electric billIn fact the increase we are talking about in the first cycle of billing was an increase in 400% to over $Again Advance Filter disregards and belittles the customerBecause of Advance Filter’s inability to resolve the noise and electric bill a Regional representative from ***, *** ***, came. He found that the settings were way off and corrected themMr*** also recommended additional corrective actions- which included the changing of heat strips, the replacement of a rattling registrar, and the installation of a starter kit into the heat pump at no expense to the customerContrary to what Advance filter claims in the response- only the heat strips have been installedThe other have not been done to dateAdditionally, the condensate pump broke the 1st day the air conditioning came on due to using a factory crimped hose at installation (another example of the poor quality of install)Throughout the summer water leaked onto the floor during periods of air conditioning use, Advance filter has failed to come and assess and correct the problem.I have never dealt with a company that treats its customers so poorly and failed to take care of continuous problemsInstead of addressing the problems Advance Filter has consistently responded with hostile emails making claims and disregarding existing problems (emails which I can produce)It took a regional representative from *** to finally come out and fix the settings which were resulting in astronomical electric costs and untenable noise which Advance Filter never took seriously. His recommendations have not been completed by Advance Filter. Problems occurring after his visit have not been followed up un by Advance Filter (e.gwater leaking) Sincerely,*** ***

Facts: Mr*** contacted our office requesting an estimate to replace his oil furnace indicating he was interested in the rebate *** was advertising Our sales rep, Nar L., met with Mr*** on 9-8-gathered all the information required to be a new heat pump / air handler
system and change out his electrical panel A proposal was submitted to Mr*** 9-9- The rebate promotion *** was advertising had specific requirements that the equipment had to be purchased and installed between 9-8-and 11-28- Mr*** didn't sign an agreement until Friday, 11-14-(I have tried to attach the flyer *** was advertising to this email but receive an error message - will produce on request) On Sunday, 11-16-Mr*** emailed Nar to tell him he wanted to wait on the install until his gallons of oil was gone Both our installation manager, Dave, and our installation coordinator, Tayler, called Mr*** several times attempting to schedule his installation informing him of the expiration date for the rebate Mr*** informed Dave Rthe oil he had was "liquid gold" and he did not want to schedule the new equipment installation until it was gone He sent a couple of emails to Nar indicating he would stay in contact about the use of the oil On 12-3-Mr*** emailed Nar to tell him his oil was gone and wanted to schedule the installation Dave R*** called him to schedule and again informed him the rebate period had expired Mr*** states in emails sent to Nar that he has never spoken with Dave R*** However, the installation was scheduled for 12-16-and he was informed the rebate had expired Mr*** had specific requests with his installation being used to the heat coming out of the registers he was used to with oil heat, he wanted to get as close to that as he could The difference between oil heat and heat pump/air handler heat was explained several times to Mr*** and he was told the air flow would have to be increased to get the heat at the register he wanted He was also informed of the increase to his electric bill His existing duct work is in a utility room in a heated space with concrete floors This installation was fully permitted both mechanical and electrical, and both have passed He required and received an equipment expert from *** directly to review his installation The review was done, the equipment is working as it should His existing duct work does need to be insulated to help with a condensate issue and we gave Mr*** a quote for that work but he declined it Also, the grilles and registers in this home are years old The increase in air flow required to give him the temperature at the register he required caused some of them to rattle He mistook that noise for the equipment being installed incorrectly The *** equipment expert told him the installation was done to the standards required to give him what he asked for and the increased air flow will continue to be heard unless a smaller KW heat strip is installed and the air flow decreased This change has been done several months ago We also replaced an old existing register that just wouldn't stop rattling at no charge to Mr***, we have been out on every complaint call he has called in only to find we cannot duplicate the sound and the equipment is operating normallyWe gave him a quote to replace all his existing grilles and registers with high volume grilles and registers along with the duct insulation but he has declined all He is demanding we do the additional work at no charge to him We are very sorry, but Mr*** had had full disclosure of the *** rebate stipulations since September, when it started Advanced Filter & Mechanical cannot be held responsible for his conscious decision to delay his install past the expiration date of the rebate so he could use up his oil

On 1/16/an *** inverter technology heat pump system was installed at the *** residence A couple weeks later, an issue arose with the air handler and we changed out the entire air handler A few days later we returned to adjust the refrigerant levels and the system was
operating great upon departure Only two requests for service have been received since then: 1) Mr*** stated a particular duct was at a degree rise and demanded it be fixed Our technician was dispatched 3/31/and found the duct rise to be degrees which is more than adequate so no corrections were made and the customer was not charged for the trip; 2) dispatched a technician 12/1/because their thermostat was not working By the customer's own admission, he had been changing the programmingOn arrival our technician found the thermostat in lockout with the temperature settings incorrect He resolved the programming problems at no charge to the customer There have not been any "no heat" or "no cooling" calls at all We've heard nothing until about a year ago when Mrs*** began calling *** and our office demanding new ton equipment At the time of the bid our sales person, Jesse, performed a heat loss calculation using ***'s heat load calculation program which stipulated a ton system Before the installation occurred, our permit clerk purchased permits for this job To do this, our sales staff pulled *** *** parcel records because the parcel number, square footage of the home, and other data is usually required on the permit applications That January, parcel information printout has the square footage of the home recorded at 2,living space and square feet of unheated garage space We explained to the customer the heat load calculations we did which include the square footage, number of windows, insulation factor, color of the roof, etc, clearly return the equipment size to be ton Mrs*** became enraged and began screaming profanity They placed a number of calls to *** directly and the factory asked us to visit the home again accompanied by a factory equipment expert to review the situation That visit took place in April, and exact measurements of every room in the living space were made by the *** expert with the *** daughter right next to him verifying every measurement being done Those measurements calculated out to 2,square feet of living space All of the findings from that visit were given to Mr*** with an explanation that his calculations were including the garage space in the total square footage to arrive at the 3,square feet he insists the home has and the garage cannot be considered in the heat load calculations Based on the exact findings, the *** expert concurred the ton equipment installed is correct and the factory will not approve changing the equipment to ton The hostility has since escalated Mrs*** began claiming she has proof our square footage information is and when we visited the *** *** parcel site yesterday after receiving this complaint, the recorded square footage is now 3, Dave R*** from our office called the *** *** Auditor to ask how that could be possible On reviewing their records he stated the *** began calling the *** office in April, demanding the square footage be changed to the number they demanded The *** complied and changed the number to 3,in April, per the *** requirements Regardless of the *** arbitrarily changing the recorded square footage and based on exact measurements done twice at this customer's home, we will not change out a correctly installed system almost years later nor will the purchase price be refunded We have asked the *** on numerous occasions if they were claiming they have no heat or no cooling and they state that is not the issue They WANT a ton system, their neighbor has a ton system and they will get a ton system Additionally, if the equipment is removed, the $1,rebate the *** received from *** *** *** will be forfeited and the *** will owe that rebate back to *** *** Energy.

Failure to reschedule install when didn’t have enough time to complete in originally estimated time, installation started a day late
Installation rushed causing installers to work extraordinary long hours - in our home until 9:30pm
Installed furnace that was either broken upon delivery or upon install
Failed to have permit on-site as per code when completing the work
Failure to install house surge protector until after reminder
Did not thoroughly clean up area causing flat tire
Original permit outdated
Failed to communicate as promised, causing us to repeatedly call for updates / status & reminders
Continued untruths throughout the process
Routine blame-shifting for problems and delays
New thermostat (months old) did not operate fan after install
Answer to broken thermostat is a ‘jump switch’ for furnace fan to run as it should
Failed electrical and mechanical inspections
Failed to put furnace on its own breaker
Failed to install water heater to specs
Failed t

Complaint: ***I am rejecting this response because: I was at work during the service calls and my mother was there the whole time and she signed the invoicesI did not leave befor the job was doneI wasn't even thereI have talked with two HVAC experts, and they have said that I should not be having the problems with leaks at all and you should not have to add refrigerant for or more yearsRon the owner salesman contractor is not a good salesmanHe confused me about the year manufacture warranty and the extended service warrantyI did not understand that there was a differenceThe issue is that there has been a leak in the system since they installed the unitAlso there is a class action lawsuit for the coil that can be defective in the unitI have join that lawsuitI paid the only invoice that I have received, because I care about my credit, not because I thought that I shouldThat invoice says that a leak search should be doneThat is why I called the first time thus summer, but they did not have time to search for leaks and that I would ave to reschedule for the to come out againReally bad customer service
Sincerely,*** ***

Complaint: ***
I am rejecting this response because:I have never disputed the hours that the installers put into doing the install I have only stated that it was a day install job (hours by ***’s account) that was shoved into days which led to an install that failed all inspections at first pass As well as caused us many inconveniences along the wayThis is not a he said/she said; we have documented the timeline from voicemails, emails, failed inspections, time spent out of work, etc They, on the other hand, have contradicted themselves time and again, with the most recent claim of being the owner for 15-years then stating they took ownership years ago Dismissing our complaint as money grabbing and bullying after all we have endured with this installation illustrates morals and ethics we do not share or appreciate.We never got a copy of the signed contractThe inspections only passed after corrections were made As stated previously:The electrical inspection failed on first pass because the furnace was not on its own circuit The mechanical inspection failed on first pass because of No install manual for the tankless hot water heater left with us No Duct Blast Test left with usIt would have failed on second pass but my husband secured the venting as required by the installation manual (and the companies fabricated duct blast results)If we received a copy of the signed contract, we presumably would have known that it was our responsibility to register our equipment Refer to point “Had we rescheduled her and it would have been another couple weeks to get it installed and we would be undoubtedly be here explaining why we rescheduled her as she has threatened this the whole way through this process ”There have been no threats to file a Revdex.com complaint from us, only a statement that we intended to post reviews about the customer service on *** and the Revdex.comThen after reaching the tipping point with the falsified duct blast test, we decided to file the complaint Another attempt to redirect the problem back on us, the homeowners.I have worked with many companies and several contractors in my life time and I have never been treated so poorly and with so much disrespectI have never felt it necessary to file a complaint with the Revdex.com, ever Just this year we have had a new roof put on the house, new gutters and working with house painters now All of the companies I have worked with this year have:Worked their crews within ‘business hours’.Communicated any changes in schedules in advance.Communicated any unforeseen complications as soon as they were noted.Communicated any additional costs that would be incurred to include extra days we would need to be home for the work crews as soon as they were knownFollowed through on verbal statements as well as went the extra mile when we told them that they did not need to.The owners/managers of the companies have come to our house to inspect the crew’s work, ensure our satisfaction, and just meet with us face to face to show appreciation for our business I do understand that not all companies work this way, I am only stating the treatment from other companies I have worked with this year is vastly differentWhen filing the report with the Revdex.com, we included a request for monetary compensation that seemed fair and logical, and later conceded to less compensation to show we were not after money, as they accused us of.But still, after an already troubled experience, we continue to be met with deception and continued transference of wrongdoing We are perfectly willing to let the complaint stand so the true nature of their customer service can be seen by all

RE: *** *** complaint ***
*** *** was, in fact, offered both a year and a year extended labor warranty at the time she was given her bid. She was also offered a duct cleaning, a surge protector, and a media air cleaner. She did not chose
any of the options. We installed a heat pump and furnace on July 8, for Ms***. We registered her equipment for her so the year limited parts warranty was in tact. She was sent notice the registration was done and *** sent a copy of the registration to her emailIn June, we sent a postcard to Ms*** that her annual maintenance was coming due. We did not receive a response to that notice. On August 4, we responded to a no cooling service call. Our tech found the unit low on charge due to loose valve caps. He tightened the caps down, charged the unit, cycled the system, operation was and he departed. No fee was charged to Ms*** as a show of good faith customer service due to her labor warranty expiring less than days prior to the service call She did receive a copy by mail as someone named *** was left at her home to sign the work order On September 12, we responded to a service call stating the furnace would not turn off. On arrival our tech found the settings on the thermostat had been changed by someone in the home so the fan would run all the time. The tech restored the correct settings and only charge a $trip charge instead of the $diagnostic charge even though the service call was not due to equipment failure but rather was due to user error of the thermostat. On July 29, we responded to a no cooling service call. Found the unit low on charge with no obvious leaks. Charged and cycled the system, operation was and he invoiced for the call. Ms*** had left someone named *** there to sign for her and called Ms*** about payment. She stated she had given her credit card to our dispatcher in the office however, no credit card had actually been given. After the tech left she called
the office and complained that she had been charged for the call and threatened numerous places she would complain to Over the next few days, that situation calmed down, a leak search price was given to her and she agreed to have the service done on August 5, 2015. The leak search revealed a tiny leak at the liquid line pressure switch but no other leaks anywhere else in the system. The tech tightened the liquid line, charged and cycled the system and charged for his labor however, Ms*** left the premises prior to the service call being completed and did not pay the invoice. At each service Ms*** has left the premises and has someone by the name of *** sign the work orders. Each one of those work orders has been mailed to Ms*** on at least two occasions. With regard to the rebates, Ms*** was given the Tacoma Power program $1,rebate instantly off her contract. She was also advised to research the IRS tax credit website as they were offering tax credits for energy efficient products that year and she could either find the forms she needed or what information she would need to take to her tax preparer however, we have no control over the IRS offering. There is nothing in her file about a $rebate for duct work nor did we install or alter any of her ducting so I cannot assist with this issue. We provided two service calls at no charge or a significantly reduced charge. The agreed leak search charge is valid and will not be credited.

On 1/16/an *** inverter technology heat pump system was installed at the *** residence A couple weeks later, an issue arose with the air handler and we changed out the entire air handler A few days later we returned to adjust the refrigerant levels and the system was
operating great upon departure Only two requests for service have been received since then: 1) Mr*** stated a particular duct was at a degree rise and demanded it be fixed Our technician was dispatched 3/31/and found the duct rise to be degrees which is more than adequate so no corrections were made and the customer was not charged for the trip; 2) dispatched a technician 12/1/because their thermostat was not working By the customer's own admission, he had been changing the programmingOn arrival our technician found the thermostat in lockout with the temperature settings incorrect He resolved the programming problems at no charge to the customer There have not been any "no heat" or "no cooling" calls at all We've heard nothing until about a year ago when Mrs*** began calling *** and our office demanding new ton equipment At the time of the bid our sales person, Jesse, performed a heat loss calculation using ***'s heat load calculation program which stipulated a ton system Before the installation occurred, our permit clerk purchased permits for this job To do this, our sales staff pulled *** *** parcel records because the parcel number, square footage of the home, and other data is usually required on the permit applications That January, parcel information printout has the square footage of the home recorded at 2,living space and square feet of unheated garage space We explained to the customer the heat load calculations we did which include the square footage, number of windows, insulation factor, color of the roof, etc, clearly return the equipment size to be ton Mrs*** became enraged and began screaming profanity They placed a number of calls to *** directly and the factory asked us to visit the home again accompanied by a factory equipment expert to review the situation That visit took place in April, and exact measurements of every room in the living space were made by the *** expert with the *** daughter right next to him verifying every measurement being done Those measurements calculated out to 2,square feet of living space All of the findings from that visit were given to Mr*** with an explanation that his calculations were including the garage space in the total square footage to arrive at the 3,square feet he insists the home has and the garage cannot be considered in the heat load calculations Based on the exact findings, the *** expert concurred the ton equipment installed is correct and the factory will not approve changing the equipment to ton The hostility has since escalated Mrs*** began claiming she has proof our square footage information is and when we visited the *** *** parcel site yesterday after receiving this complaint, the recorded square footage is now 3, Dave R*** from our office called the *** *** Auditor to ask how that could be possible On reviewing their records he stated the *** began calling the *** office in April, demanding the square footage be changed to the number they demanded The *** complied and changed the number to 3,in April, per the *** requirements Regardless of the *** arbitrarily changing the recorded square footage and based on exact measurements done twice at this customer's home, we will not change out a correctly installed system almost years later nor will the purchase price be refunded We have asked the *** on numerous occasions if they were claiming they have no heat or no cooling and they state that is not the issue They WANT a ton system, their neighbor has a ton system and they will get a ton system Additionally, if the equipment is removed, the $1,rebate the *** received from *** *** *** will be forfeited and the *** will owe that rebate back to *** *** Energy

Complaint: ***I am rejecting this response because: I was at work during the service calls and my mother was there the whole time and she signed the invoicesI did not leave befor the job was doneI wasn't even thereI have talked with two HVAC experts, and they have said that I should not be having the problems with leaks at all and you should not have to add refrigerant for or more yearsRon the owner salesman contractor is not a good salesmanHe confused me about the year manufacture warranty and the extended service warrantyI did not understand that there was a differenceThe issue is that there has been a leak in the system since they installed the unitAlso there is a class action lawsuit for the coil that can be defective in the unitI have join that lawsuitI paid the only invoice that I have received, because I care about my credit, not because I thought that I shouldThat invoice says that a leak search should be doneThat is why I called the first time thus summer, but they did not have time to search for leaks and that I would ave to reschedule for the to come out againReally bad customer service
Sincerely,*** ***

Complaint: ***
I am rejecting this response because:I have never disputed the hours that the installers put into doing the install I have only stated that it was a day install job (hours by ***’s account) that was shoved into days which led to an install that failed all inspections at first pass As well as caused us many inconveniences along the wayThis is not a he said/she said; we have documented the timeline from voicemails, emails, failed inspections, time spent out of work, etc They, on the other hand, have contradicted themselves time and again, with the most recent claim of being the owner for 15-years then stating they took ownership years ago Dismissing our complaint as money grabbing and bullying after all we have endured with this installation illustrates morals and ethics we do not share or appreciate.We never got a copy of the signed contractThe inspections only passed after corrections were made As stated previously:The electrical inspection failed on first pass because the furnace was not on its own circuit The mechanical inspection failed on first pass because of No install manual for the tankless hot water heater left with us No Duct Blast Test left with usIt would have failed on second pass but my husband secured the venting as required by the installation manual (and the companies fabricated duct blast results)If we received a copy of the signed contract, we presumably would have known that it was our responsibility to register our equipment Refer to point “Had we rescheduled her and it would have been another couple weeks to get it installed and we would be undoubtedly be here explaining why we rescheduled her as she has threatened this the whole way through this process ”There have been no threats to file a Revdex.com complaint from us, only a statement that we intended to post reviews about the customer service on *** and the Revdex.comThen after reaching the tipping point with the falsified duct blast test, we decided to file the complaint Another attempt to redirect the problem back on us, the homeowners.I have worked with many companies and several contractors in my life time and I have never been treated so poorly and with so much disrespectI have never felt it necessary to file a complaint with the Revdex.com, ever Just this year we have had a new roof put on the house, new gutters and working with house painters now All of the companies I have worked with this year have:Worked their crews within ‘business hours’.Communicated any changes in schedules in advance.Communicated any unforeseen complications as soon as they were noted.Communicated any additional costs that would be incurred to include extra days we would need to be home for the work crews as soon as they were knownFollowed through on verbal statements as well as went the extra mile when we told them that they did not need to.The owners/managers of the companies have come to our house to inspect the crew’s work, ensure our satisfaction, and just meet with us face to face to show appreciation for our business I do understand that not all companies work this way, I am only stating the treatment from other companies I have worked with this year is vastly differentWhen filing the report with the Revdex.com, we included a request for monetary compensation that seemed fair and logical, and later conceded to less compensation to show we were not after money, as they accused us of.But still, after an already troubled experience, we continue to be met with deception and continued transference of wrongdoing We are perfectly willing to let the complaint stand so the true nature of their customer service can be seen by all

Complaint: ***I am rejecting this response because:
This company is Unbelievable
1. I was promised by Nar Lthat AFM would find someway of honoring the missed rebate in acknowledgement that AFM had misunderstood the terms of the rebate. Instead I only received hostile emails and falsified claims of phone calls which never took place by Dave R
2. Saying something happened does not make it a reality. AFM has NOT replaced the grill nor installed the soft starter kit as they claim. Otherwise I would not be repeatedly bringing this up
3. Water leaked onto the floor of my basement when the air conditioning was on this summer as I have said again and again. This has nothing to do with the crimped condensate hose nor condensation on the duct (that 1st was a result of an error on install and was fixed, the second was a concern brought up by their own maintenance person and when I asked for follon it was met with hostility from Dave saying you can pay for that yourself if you think it is a problem). The water leaking on the floor is a separate problem that should be fixed under warranty and somehow AFM does not seem to get itMr*** agreed that this indicates a problem with the furnace
This company should not be getting the stamp of the Revdex.com as I have never worked with a company that treats its customers as poorly as I have been treated by them
Sincerely,*** ***

Complaint: ***I am rejecting this response because:Please check the *** *** *** plans for this house since it was built in ? It has ALWAYS been square feet? I wish I had the influence to call and have a property changed at will? Advanced Filter made the error with their installation; not the size of the house and a call to *** *** will confirm this.Sincerely,*** ***

Facts: ? Mr*** contacted our office requesting an estimate to replace his oil furnace indicating he was interested in the rebate *** was advertising? Our sales rep, Nar L., met with Mr*** on 9-8-gathered all the information required to be a new heat pump / air handler
system and change out his electrical panel? A proposal was submitted to Mr*** 9-9-? The rebate promotion *** was advertising had specific requirements that the equipment had to be purchased and installed between 9-8-and 11-28-? Mr*** didn't sign an agreement until Friday, 11-14-(I have tried to attach the flyer *** was advertising to this email but receive an error message - will produce on request)? On Sunday, 11-16-Mr*** emailed Nar to tell him he wanted to wait on the install until his gallons of oil was gone? Both our installation manager, Dave, and our installation coordinator, Tayler, called Mr*** several times attempting to schedule his installation informing him of the expiration date for the rebate? Mr*** informed Dave Rthe oil he had was "liquid gold" and he did not want to schedule the new equipment installation until it was gone? He sent a couple of emails to Nar indicating he would stay in contact about the use of the oil? On 12-3-Mr*** emailed Nar to tell him his oil was gone and wanted to schedule the installation? Dave R*** called him to schedule and again informed him the rebate period had expired? Mr*** states in emails sent to Nar that he has never spoken with Dave R***? However, the installation was scheduled for 12-16-and he was informed the rebate had expired? Mr*** had specific requests with his installation being used to the heat coming out of the registers he was used to with oil heat, he wanted to get as close to that as he could? The difference between oil heat and heat pump/air handler heat was explained several times to Mr*** and he was told the air flow would have to be increased to get the heat at the register he wanted? He was also informed of the increase to his electric bill? His existing duct work is in a utility room in a heated space with concrete floors? This installation was fully permitted both mechanical and electrical, and both have passed? He required and received an equipment expert from *** directly to review his installation? The review was done, the equipment is working as it should? His existing duct work does need to be insulated to help with a condensate issue and we gave Mr*** a quote for that work but he declined it? Also, the grilles and registers in this home are years old? The increase in air flow required to give him the temperature at the register he required caused some of them to rattle? He mistook that noise for the equipment being installed incorrectly? The *** equipment expert told him the installation was done to the standards required to give him what he asked for and the increased air flow will continue to be heard unless a smaller KW heat strip is installed and the air flow decreased? This change has been done several months ago? We also replaced an old existing register that just wouldn't stop rattling at no charge to Mr***, we have been out on every complaint call he has called in only to find we cannot duplicate the sound and the equipment is operating normallyWe gave him a quote to replace all his existing grilles and registers with high volume grilles and registers along with the duct insulation but he has declined all? He is demanding we do the additional work at no charge to him? We are very sorry, but Mr*** had had full disclosure of the *** rebate stipulations since September, when it started? Advanced Filter & Mechanical cannot be held responsible for his conscious decision to delay his install past the expiration date of the rebate so he could use up his oil?

(Please see both attachments for full details)Mrs[redacted] originally complained via email on June 5th:? Please see below…? Thank you [redacted] for the documents and thank you for calling me back in the same day.? ? I just want to say that my husband and I talked about the test the
inspector required and we felt your company would falsify the document.? In seeing it now, I know you did.? There was no one from your company at our house on 3/or 3/(whichever date you want to interpret on that sheet) that could have done any such test? Our install was scheduled to start on 3/but did not start util 3/? ? That said, my husband and I both believe that this is just another statement of what we believe your company stands for and do not wish to have a representative from your company ever revisit our house so I guess it will stand as is.? ? Rest assured that this is all going into the [redacted] and Revdex.com review of your company along with all the other things we suffered through during this process? ? Have a good evening? ? ? In response to Mrs[redacted]’s complaint on Revdex.com, most of her concerns were addressed in the email we sent to her on June 6th in an attempt to resolve her concerns.? I'm sorry you feel that way about our company? I know we had some communication breakdowns but I believe [redacted]? [redacted] and the installation crew went out of their way to accommodate you as much as we possibly could.? ? For example, your installation was originally scheduled to start on March 29th.? We unfortunately had your installer for the day go home sick with a fever before he was able to arrive at your home.? We contacted you and explained we would be there the following day.? The project was scheduled for days.? We were now down to two days to complete the project on time.? Our installers worked hours the first day and hours the second day to ensure this happened.? As for the permit issue regarding the expired license date… ? That was a typo done by the City of Auburn and has since been rectified.? If our license was truly expired rest assured we would not be able to apply for permits.? Please advise if you need a copy of the email sent by the City to confirm this.? The photo copy of the mechanical permit needed for inspection was and is enough to call in for inspection.? Even though the letter states you need the original the inspectors realize that it takes time for the city to issue and mail an original permit.? Ideally, once you receive the original permit it can be posted in place of the photo copy.? We also did our due diligence once all work was complete to call in the electrical inspection with the permit number issued by Labor and Industries who then contacted you and inspected your equipment within days of completion.? There were corrections that needed to be made, which were done, called in, inspected, and passed within business daysRegarding the surge protector not being installed during the time of the installation, this was an unfortunate misunderstanding on the part of our sales rep that did not fill in the appropriate areas to alert the installation department of the electrical work needing to be done.? Once discovered, we scheduled our electrician to install the surge protector as soon as we possibly could.? We have also implemented a new administrative policy to safeguard against things like this going unnoticed before the installation is performed.? I will agree that not everything was done to perfection; it is something we strive for everyday but not always attainable.? Throughout your project we did what we could to deliver a high quality installation to the best of our ability.? So, I would like to know what we could have done better to accommodate this projectI take this very personal and take a lot of pride knowing we are the very best HVAC companySo for you to threaten me with blasting my company on social media after all we have done for you is mind blowingI hope while you are writing your letter that you mention all the good things we have doneI know we are not perfect but we do strive to beI have put my heart and soul into this company and I hold my team to the highest level of professionalism as you will see when you look up Expert Air Control on google, [redacted] and Revdex.com.? As of now, I will not be registering your equipment with Lennox as we normally do as a courtesy to our customers but is ultimately the customer’s responsibility.? ? Per your request, I will not be sending a service tech to your house for a courtesy check of your equipment, nor will we be honoring any factory warranty that applies to your equipment as that would also require a service technician to come to your homeYou will have to choose another company to honor that warrantyIf you care to know more about the duct blast issues please feel free to call me.? I really don’t like being this way but I also don’t like being threatened with social media instead of just talking to me so I can at least try to come to an agreement with you to resolve the issues.? I wish you the best of luck and enjoy your new system…? As you can see by the email I sent her, I did not turn hostile.? I was trying to resolve the issues but ? There also seems to be some confusion in regards to her other concerns.? For instance, the thermostat that she is referring to was not installed by us.? It was existing equipment that she wanted to be used with the new system.? We had a service technician out there on April 12th at 8am and his findings were as follows:? “Installed new collection boxReconfigured stat correctly was not set up for dual,fuel , fired off and corrected gas pressure was too high now 1.9/3.3, checked operation of heat pump corrected charge no in line with sc on chart on heat pump panel ,no further issues today , running on departure”.? We were there again on April 26th at 3pm with the same technician and his findings that day were as follows:? “Customer explained issue with no constant fan Checked system and found existing thermostat to be faultyMade fan run from wall and furnace just fine but when calling for fan from stat does not matter if it's on or not still has a constant 21vac Estimator to call customer tomorrow to talk about options(Which was done April 27th)System is still heating and cooling fine minus the option of constant fan from the thermostat.? After explaining to customer about the issues they went ahead and opted to jump r-g at the furnace for constant fanCustomer ok with this .explained the jumper is no different than having on continuous fan and that system would be just fine .running on departure.”? There is further confusion in regards to the overall experience she had with our company.? Her review given on the day the installation was completed was a glowing recommendation.? Please see the attachment scanned into this response which shows her comments and high satisfaction with the installation.? We have done everything we can to make things right with Mrs[redacted] but to no avail.? She seems intent on vocalizing her dissatisfaction in an attempt to receive money back on the installation of her new furnace, heat pump, whole house surge protector and a tankless water heaterThis fulfills our contractual obligation and all work was completed in a workman like manner according to standard practices.? What we would like to offer Mrs[redacted] is a $gift card to take her and her husband out to dinner on us as a goodwill gesture for the inconvenience we caused her.? We wish her well as she enjoys her new system and never ending hot water.?

Complaint: [redacted]I am rejecting this response because:The response from Advance Filter is typical of their service- it belittles and disregards ongoing problems and makes statements about services it has provided and conversations that have taken place.Fact #(regarding the rebate): The only individual from Advance Filter I communicated with prior to the installation was Nar LThe assertion that Dave Ror Tayler (I do not even know him) contacted me is an outright completely assertion on the part of Advance Filter and I challenge them to produce proof any email or phone conversation during this time.Nar Lhad assured me that as the papers were signed and the orders placed prior to rebate deadlines, I would receive the rebateAt the time of signing the papers the soonest time that Advance Filter would have been able to install the pump was after November 28thThe only conversation regarding use of oil between Nar Lopez and myself was in order to try and coordinate the installation with the use of existing oil so I would not go without heat as it was used upAgain Nar Lassured me that I would receive the rebateThe first time I became concerned that the rebate my be an issue was on December 26th during a phone conversation with Dave Rwhen I mentioned that I was waiting for Nar to give me information on procuring the rebate and Dave Rresponded that he "thought I missed out on the deadline of the rebate but I will check with Nar"From January to May of Nar repeatedly indicated to me that Advance Filter had indeed assured me of the rebate and would find some way of honoring itAt a conversation between [redacted] (the [redacted] regional representative), Nar L., my wife and myself in April to try and rectify ongoing problems Nar Lstated "the truth is the truth" and that Advance Filter would propose some way of rectifying the lost rebateI sent an email on 4/confirming this among other corrective actions following this meetingUnfortunately Advance Filter has failed to meet this commitmentInstead they have responded with hostility and falsifications of the factsFact #II (regarding quality of installation): Advance Filter belittles the problems that occurred after the install- another example of their very poor customer service- by implying that my issues were only a difference in noise between the previous oil furnace and the heat pump and that increase electric costs were typicalIn fact the noise after install sounded like a hurricane or was coming through the houseIn fact neighbors and relatives who already had pumps came and confirmed the extreme noise produced after install and made Advance Filter aware of their own appraisalAdvance Filter also makes an offhand comment that I was informed of an increase in the electric billIn fact the increase we are talking about in the first cycle of billing was an increase in 400% to over $Again Advance Filter disregards and belittles the customerBecause of Advance Filter’s inability to resolve the noise and electric bill a Regional representative from [redacted], [redacted], came.? He? found that the settings were way off and corrected themMr[redacted] also recommended additional corrective actions- which included the changing of heat strips, the replacement of a rattling registrar, and the installation of a starter kit into the heat pump at no expense to the customerContrary to what Advance filter claims in the response- only the heat strips have been installedThe other have not been done to dateAdditionally, the condensate pump broke the 1st day the air conditioning came on due to using a factory crimped hose at installation (another example of the poor quality of install)Throughout the summer water leaked onto the floor during periods of air conditioning use, Advance filter has failed to come and assess and correct the problem.I have never dealt with a company that treats its customers so poorly and failed to take care of continuous problemsInstead of addressing the problems Advance Filter has consistently responded with hostile emails making claims and disregarding existing problems (emails which I can produce)It took a regional representative from [redacted] to finally come out and fix the settings which were resulting in astronomical electric costs and untenable noise which Advance Filter never took seriously.? ? His recommendations have not been completed by Advance Filter.? Problems occurring after his visit have not been followed up un by Advance Filter (e.gwater leaking)? Sincerely,[redacted]

As I explained it my last response, this is a he said, she said situation..? I could upload my installers time card for that day but at this point I will leave it up to the Revdex.com to decide if we deserve this type of bullying and who is right in this matter… ? 1.? ? ? ? We have fulfilled every obligation as per our signed contract.2.? ? ? ? We have been passed off by both the Mechanical and electrical state inspectors.3.? ? ? ? It is the homeowners obligation to register THEIR equipment per our contract, regardless of whether I choose to do it as a courtesy or not.? Our contract spells it out very clearly? We install over installs every year with VERY few complaints that we can’t resolve… that’s about installs over the past years I have been with the Revdex.com and years as the owner of Expert Air Control.? I can’t think of ONE complaint that hasn’t been resolved.? Advanced Filter has had some before I purchased the company in January and I’ve done my best to resolve those.? We do what we say we will do, when we say we will do it, for what we say we will do it forIt is our motto that we strive for!!? ? At this point I believe we have offered as much as I am willing to resolve this issue.? ? I also believe my last offer of a $refund was more than adequate for the home owners inconvenience of us working late to get her system installedBeing in construction, things don’t always go as planned be we adapt to whatever we have to in order to get the job doneHad we rescheduled her and it would have been another couple weeks to get it installed and we would be undoubtedly be here explaining why we rescheduled her as she has threatened this the whole way through this process.? ? ? I stand true to my morals, ethics and customer service that runs deep in my core of valuesI take it highly personal and am deeply offended when I am personally attacked? I will stand by whatever decision the Revdex.com decides and will continue to hold my head high as being the very best HVAC company!!

RE:  [redacted] complaint [redacted]
 
 
[redacted] was, in fact, offered both a 5 year and a 10 year extended labor warranty at the time she was given her bid.  She was also offered a duct cleaning, a surge protector, and a media air cleaner.  She did not chose...

any of the options.  We installed a heat pump and furnace on July 8, 2013 for Ms. [redacted].  We registered her equipment for her so the 10 year limited parts warranty was in tact.  She was sent notice the registration was done and [redacted] sent a copy of the registration to her email. In June, 2014 we sent a postcard to Ms. [redacted] that her annual maintenance was coming due.  We did not receive a response to that notice.  On August 4, 2014 we responded to a no cooling service call.  Our tech found the unit low on charge due to loose valve caps.  He tightened the caps down, charged the unit, cycled the system, operation was normal and he departed.  No fee was charged to Ms. [redacted] as a show of good faith customer service due to her labor warranty expiring less than 30 days prior to the service call.  She did receive a copy by mail as someone named [redacted] was left at her home to sign the work order.  On September 12, 2014 we responded to a service call stating the furnace would not turn off.  On arrival our tech found the settings on the thermostat had been changed by someone in the home so the fan would run all the time.  The tech restored the correct settings and only charge a $45 trip charge instead of the normal $98 diagnostic charge even though the service call was not due to equipment failure but rather was due to user error of the thermostat.  On July 29, 2015 we responded to a no cooling service call.  Found the unit low on charge with no obvious leaks.  Charged and cycled the system, operation was normal and he invoiced for the call.  Ms. [redacted] had left someone named [redacted] there to sign for her and called Ms. [redacted] about payment.  She stated she had given her credit card to our dispatcher in the office however, no credit card had actually been given.  After the tech left she called
the office and complained that she had been charged for the call and threatened numerous places she would complain to.  Over the next few days, that situation calmed down, a leak search price was given to her and she agreed to have the service done on August 5, 2015.  The leak search revealed a tiny leak at the liquid line pressure switch but no other leaks anywhere else in the system.  The tech tightened the liquid line, charged and cycled the system and charged for his labor however, Ms. [redacted] left the premises prior to the service call being completed and did not pay the invoice.   At each service Ms. [redacted] has left the premises and has someone by the name of [redacted] sign the work orders.  Each one of those work orders has been mailed to Ms. [redacted] on at least two occasions.  With regard to the rebates, Ms. [redacted] was given the Tacoma Power program $1,200 rebate instantly off her contract.  She was also advised to research the IRS tax credit website as they were offering tax credits for energy efficient products that year and she could either find the forms she needed or what information she would need to take to her tax preparer however, we have no control over the IRS offering.  There is nothing in her file about a $450 rebate for duct work nor did we install or alter any of her ducting so I cannot assist with this issue.  We provided two service calls at no charge or a significantly reduced charge.  The agreed leak search charge is valid and will not be credited.

(Please see both attachments for full details)Mrs. [redacted] originally complained via email on June 5th:  Please see below… Thank you [redacted] for the documents and thank you for calling me back in the same day.  I just want to say that my husband and I talked about the test the...

inspector required and we felt your company would falsify the document.  In seeing it now, I know you did.  There was no one from your company at our house on 3/28 or 3/29 (whichever date you want to interpret on that sheet) that could have done any such test.   Our install was scheduled to start on 3/29 but did not start util 3/30.   That said, my husband and I both believe that this is just another statement of what we believe your company stands for and do not wish to have a representative from your company ever revisit our house so I guess it will stand as is.  Rest assured that this is all going into the [redacted] and Revdex.com review of your company along with all the other things we suffered through during this process.   Have a good evening.    In response to Mrs. [redacted]’s complaint on Revdex.com, most of her concerns were addressed in the email we sent to her on June 6th in an attempt to resolve her concerns. I'm sorry you feel that way about our company.  I know we had some communication breakdowns but I believe [redacted] and the installation crew went out of their way to accommodate you as much as we possibly could.   For example, your installation was originally scheduled to start on March 29th.  We unfortunately had your installer for the day go home sick with a fever before he was able to arrive at your home.  We contacted you and explained we would be there the following day.  The project was scheduled for 3 days.  We were now down to two days to complete the project on time.  Our installers worked 9 hours the first day and 14.5 hours the second day to ensure this happened.  As for the permit issue regarding the expired license date…  That was a typo done by the City of Auburn and has since been rectified.  If our license was truly expired rest assured we would not be able to apply for permits.  Please advise if you need a copy of the email sent by the City to confirm this.  The photo copy of the mechanical permit needed for inspection was and is enough to call in for inspection.  Even though the letter states you need the original the inspectors realize that it takes time for the city to issue and mail an original permit.  Ideally, once you receive the original permit it can be posted in place of the photo copy.  We also did our due diligence once all work was complete to call in the electrical inspection with the permit number issued by Labor and Industries who then contacted you and inspected your equipment within days of completion.  There were corrections that needed to be made, which were done, called in, inspected, and passed within 11 business days. Regarding the surge protector not being installed during the time of the installation, this was an unfortunate misunderstanding on the part of our sales rep that did not fill in the appropriate areas to alert the installation department of the electrical work needing to be done.  Once discovered, we scheduled our electrician to install the surge protector as soon as we possibly could.  We have also implemented a new administrative policy to safeguard against things like this going unnoticed before the installation is performed.  I will agree that not everything was done to perfection; it is something we strive for everyday but not always attainable.  Throughout your project we did what we could to deliver a high quality installation to the best of our ability.  So, I would like to know what we could have done better to accommodate this project. I take this very personal and take a lot of pride knowing we are the very best HVAC company.. So for you to threaten me with blasting my company on social media after all we have done for you is mind blowing.. I hope while you are writing your letter that you mention all the good things we have done.. I know we are not perfect but we do strive to be.. I have put my heart and soul into this company and I hold my team to the highest level of professionalism as you will see when you look up Expert Air Control on google, [redacted] and Revdex.com.  As of now, I will not be registering your equipment with Lennox as we normally do as a courtesy to our customers but is ultimately the customer’s responsibility.   Per your request, I will not be sending a service tech to your house for a courtesy check of your equipment, nor will we be honoring any factory warranty that applies to your equipment as that would also require a service technician to come to your home. You will have to choose another company to honor that warranty. If you care to know more about the duct blast issues please feel free to call me.  I really don’t like being this way but I also don’t like being threatened with social media instead of just talking to me so I can at least try to come to an agreement with you to resolve the issues.  I wish you the best of luck and enjoy your new system….  As you can see by the email I sent her, I did not turn hostile.  I was trying to resolve the issues but  There also seems to be some confusion in regards to her other concerns.  For instance, the thermostat that she is referring to was not installed by us.  It was existing equipment that she wanted to be used with the new system.  We had a service technician out there on April 12th at 8am and his findings were as follows:  “Installed new collection box. Reconfigured stat correctly was not set up for dual,fuel , fired off and corrected gas pressure was too high now 1.9/3.3, checked operation of heat pump corrected charge no in line with sc on chart on heat pump panel ,no further issues today , running on departure”.  We were there again on April 26th at 3pm with the same technician and his findings that day were as follows:  “Customer explained issue with no constant fan . Checked system and found existing thermostat to be faulty. Made fan run from wall and furnace just fine but when calling for fan from stat does not matter if it's on or not still has a constant 21vac . Estimator to call customer tomorrow to talk about options. (Which was done April 27th). System is still heating and cooling fine minus the option of constant fan from the thermostat.  After explaining to customer about the issues they went ahead and opted to jump r-g at the furnace for constant fan. Customer ok with this .explained the jumper is no different than having on continuous fan and that system would be just fine .running on departure.”  There is further confusion in regards to the overall experience she had with our company.  Her review given on the day the installation was completed was a glowing recommendation.  Please see the attachment scanned into this response which shows her comments and high satisfaction with the installation.  We have done everything we can to make things right with Mrs. [redacted] but to no avail.  She seems intent on vocalizing her dissatisfaction in an attempt to receive money back on the installation of her new furnace, heat pump, whole house surge protector and a tankless water heater. This fulfills our contractual obligation and all work was completed in a workman like manner according to standard practices.  What we would like to offer Mrs. [redacted] is a $100 gift card to take her and her husband out to dinner on us as a goodwill gesture for the inconvenience we caused her.  We wish her well as she enjoys her new system and never ending hot water.

Complaint: [redacted]I am rejecting this response because:
This company is Unbelievable.
1.  I was promised by Nar L. that AFM would find someway of honoring the missed rebate in acknowledgement that AFM had misunderstood the terms of the rebate.  Instead I only received hostile emails and falsified claims of phone calls which never took place by Dave R.
2.  Saying something happened does not make it a reality.  AFM has NOT replaced the grill nor installed the soft starter kit as they claim.  Otherwise I would not be repeatedly bringing this up.
3.  Water leaked onto the floor of my basement when the air conditioning was on this summer as I have said again and again.  This has nothing to do with the crimped condensate hose nor condensation on the duct (that 1st was a result of an error on install and was fixed, the second was a concern brought up by their own maintenance person and when I asked for follow-up on it was met with hostility from Dave saying you can pay for that yourself if you think it is a problem).  The water leaking on the floor is a separate problem that should be fixed under warranty and somehow AFM does not seem to get it. Mr. [redacted] agreed that this indicates a problem with the furnace.
This company should not be getting the stamp of the Revdex.com as I have never worked with a company that treats its customers as poorly as I have been treated by them.
 
 
Sincerely,[redacted]