Advanced Filter & Mechanical

Complaint: [redacted] 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 [redacted] 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: [redacted] 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 [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] ***

On 1/16/an [redacted] inverter technology heat pump system was installed at the [redacted] 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 [redacted] 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 [redacted] began calling [redacted] 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 [redacted] 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 [redacted] became enraged and began screaming profanity? They placed a number of calls to [redacted] 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 [redacted] expert with the [redacted] 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 [redacted] 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 [redacted] 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 [redacted] began claiming she has proof our square footage information is and when we visited the [redacted] parcel site yesterday after receiving this complaint, the recorded square footage is now 3,? Dave R [redacted] from our office called the [redacted] Auditor to ask how that could be possible? On reviewing their records he stated the [redacted] began calling the [redacted] office in April, demanding the square footage be changed to the number they demanded? The [redacted] complied and changed the number to 3,in April, per the [redacted] requirements? Regardless of the [redacted] 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 [redacted] 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 [redacted] received from [redacted] will be forfeited and the [redacted] will owe that rebate back to [redacted] Energy.?

Complaint: [redacted] I am rejecting this response because: Our first complaint to [redacted] at Advanced Filter was on 4/as you can see with the attachment Gmail - Recommendation In attachment Gmail – Recommendationyou see that [redacted] responded to us stating that he was going to take the letter to *** When I talked to Toby on 4/as documented in the attachment AF timeline, he stated that he got chewed out by [redacted] because of the email***’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 *** are great and we feel if the business would have rescheduled the install allowing the full days for the install rather than rushing it in days – there would not have been so many issues We feel our issues all stem from lack of communication within the officeAs 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) ***, 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 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 ***’s first statement about not registering it was on 6/– the installation took place 3/& 3/ The equipment should have been registered alreadyCompensation for the time we were away from our office because we had to take days for the process instead of the original estimate of days for install and day for inspectionThe formula for the compensation was just a figure based on their advertising and what we thought happen with us However, $gift card will certainly not be entertained

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

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 We have fulfilled every obligation as per our signed contract We have been passed off by both the Mechanical and electrical state inspectors 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!!

Complaint: [redacted] I am rejecting this response because:Please check the [redacted] 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 [redacted] will confirm this.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: This company is Unbelievable 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 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 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 [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] ***

(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] 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.?

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!!

We have a copy of every email from Mr [redacted] along with the emails from Mr*** There is quite a bit of confusion in those emails including a 7/31/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***'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 [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 KW to KW so the fan speed could be lowered and reduce noise in Mr [redacted] existing ducting (Mr [redacted] 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 [redacted] complained of his lights dimming to Mr [redacted] 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 [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, 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 [redacted] 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 [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/response) but Mr [redacted] states they are insulting and none of them are acceptable to himRegarding the comment made by our ex-service tech, Mr [redacted] 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 [redacted] explained in detail how this could not be possible Additionally, Dave Raddressed 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/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 Las his sales representative, he will need to contact MrLdirectly to reach resolve to their personal agreementAgain, 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