Advanced Filter & Mechanical Inc

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 240 installs every year with VERY few complaints that we can’t resolve… that’s about 2000 installs over the past 8 years I have been with the Revdex.com and 15 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 2015 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 for.. It 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 $1000 refund was more than adequate for the home owners inconvenience of us working late to get her system installed.. Being in construction, things don’t always go as planned be we adapt to whatever we have to in order to get the job done. 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.    I stand true to my morals, ethics and customer service that runs deep in my core of values. I 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!!

Complaint: [redacted]
I am rejecting this response because: Our first complaint to [redacted] at Advanced Filter was on 4/17 as you can see with the attachment Gmail - Recommendation1.  In attachment Gmail – Recommendation2 you see that [redacted] responded to us stating that he was going to take the letter to [redacted].  When I talked to Toby on 4/19 as documented in the attachment AF timeline, he stated that he got chewed out by [redacted] because of the email. [redacted]’s claim that our first complaint was on 6/5, is another misleading untruth that seems to keep coming from this company.   The review of the salesperson and the installers on the day of the install still stands.   We do think that [redacted] did a great job of selling us on the company.  And we do think the installers did a great job and overcame a lot of challenges as stated.  [redacted] and [redacted] are great and we feel if the business would have rescheduled the install allowing the full 3 days for the install rather than rushing it in 2 days – there would not have been so many issues.  We feel our issues all stem from lack of communication within the office. As for the statement that my husband and I are just after money, what we want is:Another Lennox service company to come in and inspect the current installation and fix the jumper switch.  A new thermostat because we feel their installation and work caused our thermostat to fail since 1) [redacted], the salesperson stated that the new thermostat we had just put in would work with the new furnace which is why we didn’t purchase one with the install and 2) it was powering the fan on the old furnace prior to this new install.  We would like to be compensated for what Lennox states the extended warranty is worth because we lost that because Advanced Filter did not register the equipment within the 60 days post installation.  Or guarantee that we can send any bills for any work outside of regular servicing done to the furnace in the next five years to Advanced Filter and they will pay it.  [redacted]’s first statement about not registering it was on 6/5 – the installation took place 3/30 & 3/31.  The equipment should have been registered already. Compensation for the time we were away from our office because we had to take 10 days for the process instead of the original estimate of 3 days for install and 1 day for inspection. The formula for the compensation was just a figure based on their advertising and what we thought happen with us.  However, $100 gift card will certainly not be entertained.

We have a copy of every email from Mr. [redacted] along with the emails from Mr. [redacted].  There is quite a bit of confusion in those emails including a 7/31/15 email from Mr. [redacted] to Mr. [redacted] 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. [redacted]'s July 31, 2015 response is "Have I not already been there?  The installation meets the minimum standard required for operation. He 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.  [redacted] 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. [redacted] have, in fact, been completed:  1.) The supplemental heat strip was changed from 20 KW to 15 KW so the fan speed could be lowered and reduce noise in Mr. [redacted] existing ducting.  (Mr. [redacted] wanted 20 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. [redacted]'s direction, 2.) A larger capacitor (soft start kit) was installed in June, 2015 after Mr. [redacted] complained of his lights dimming to Mr. [redacted] during Mr. [redacted]s April, 2015 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. [redacted] wants.  B.) Water leaking on floor; We found the issue with the condensate line and fixed it.  Mr. [redacted] insists Mr. [redacted] made recommendations about fixing the water leak when, in fact, Mr. [redacted] states in another July 31, 2015 email at 6:03 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, 2014 then the condensate pump itself failed, having nothing to do with the installation, and was replaced, at no charge, 6/11/15).  Mr. [redacted] continued in his 7/31/15 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. [redacted] 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 10/26/15 response) but Mr. [redacted] states they are insulting and none of them are acceptable to him. Regarding the comment made by our ex-service tech, Mr. [redacted] did, in fact, address this in his 7/31/15 email saying “… that was not a professional statement.  I don’t know why it was made, or what he was specifically referring to…”  Mr. [redacted] explained in detail how this could not be possible.  Additionally, Dave R. addressed this with Mr. [redacted] 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 [redacted] Manufacturer rebate.  The fully detailed answer to this is in our 9/30/15 response.  In short, Mr. [redacted] received several phone calls and full documentation of the date constraints with the Manufacturer rebate.  The facts are, we have several emails from Mr. [redacted] 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. [redacted] has a side agreement with Nar L. as his sales representative, he will need to contact Mr. L. directly to reach resolve to their personal agreement. Again, scheduling one last site visit with [redacted] and Dave R., requiring each to have his own witness, to prove what has or has not been done apparently needs to happen.

Complaint: [redacted]I am rejecting this response because:Please check the [redacted] plans for this house since it was built in 2000.  It has ALWAYS been 3081 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 [redacted] will confirm this.Sincerely,[redacted]