Advanpro Furnace & Duct Cleaning Ltd.

Heating & Air Conditioning
44 Street SE Calgary AB T2Z 4G9
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HomeStars  >  Moving & Storage in Calgary  >  Advanpro Furnace & Duct Cleaning Ltd.  >  Great in wanting your business, but poor when you needed help after
Ron in Calgary
Ron in Calgary
4 reviews Calgary, AB
0/10

Great in wanting your business, but poor when you needed help after

Advanpro sold me a new Lennox 13ACX aircon compressor in June 2018, but used my old aircon lines and evaporator coil because they wanted my business and told me it's the most cost-effective way with good pricing, and I trusted them. Big mistake. The new aircon uses 410A refrigerant whereas my old aircon lines and coil ran on R22 refrigerant. After the first summer, the aircon felt less effective thereafter and it finally died last summer 2021. Their tech diagnosed the problem as coil leak and in July 2021, quoted me a new coil and line repair that was quite costly which I was unhappy about, but they said they will contact me to resolve which they never did. At the time, I had a serious health issue requiring hospitalization and the matter dragged on until this summer, all the while I never heard from them. Meanwhile I replaced the leaky coil with another company at half the price of what Advanpro quoted, since their tech said that was the main problem. It worked for a while but then died again. When I recovered well enough from my health failings this summer, I contacted Rhys of Advanpro to resolve my aircon failure, and I told him the leaky coil probably wasn't the main issue since I had a new one and the aircon still died. To get an independent opinion on this, I contacted a certified Lennox service company from the Lennox website to check on my aircon. I was told the premature aircon failure was due to poor and improper installation by Advanpro, who should never have installed a new condenser using 410A refrigerant on old aircon lines/coil on R22 refrigerant because they are incompatible. Residue oil had corrupted the new condenser leading to premature failure. That is the main reason for my aircon failure. A simple Google search on the topic will reveal this same seemingly well-known problem. Yet when I brought this to Advanpro's attention, Rhys went into denial mode and "speculated" (his own words) that the problem was probably in my old system due to leaks and to probably a hole in the new coil that I had later installed; he came up with all these speculations without even coming to look or properly diagnose. On top of that he denied he ever heard of the Lennox authorized company that came to this conclusion, and I told him to visit Lennox's website where I found that authorized Lennox service company. All this while, refusing to acknowledge the installation of a 410A aircon on the old R22 system is a bad idea (beware if their Sales use this same trick on you to give you a cheaper aircon). Although my aircon compressor is supposed to be under warranty, Advanpro refused to honor it because it doesn't cover the entire unit, just certain parts, they said. While refusing to acknowledge their poor install leading to this aircon failure, Rhys instead offered me a refurbished aircon system valued at $5,195 and then calling it an upgrade. He then pretended to give me a $1699 discount because I had paid them $2,000 on the original install. I made a phone call to another authorized Lennox dealer for a quote on the same aircon upgrade model that Rhys offered me and was told it only cost $4,250 fully installed NEW and not refurbished. When I revealed this to Rhys, he claimed that his company is bigger, has higher overheads, and offers better service (which obviously isn't the case in my painful experience now). He then went on to belittle the "1 van operation without a physical shop" where I got the quotation from even though that I got the company name from Lennox's website as an authorized dealer and service centre. I asked Rhys for cheaper options because I don't want an expensive "refurbished" aircon. He then replied that whether it's the same model I own which is supposed to be cheaper or the refurbished one he's offering me, "the price will be the same." Even though they are primarily responsible for the poor workmanship in the first place, yet he still refused to acknowledge the poor and incompatible install (410A on R22 system) and told me to either take his offer or leave it. Take my advice, don't believe Advanpro when they come knocking with a competitive or cheaper quote. Everything goes well until you hit a problem.

Approximate cost of services:
$2,065.00
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Company Response

Ron, this is patently false, libelous and was left in an attempt to extort our highly rated, locally owned company. Advanpro Ltd. is a certified Lennox Dealer. We provide top of the line equipment and customer service. Our installers and service technicians are not only well trained and knowledgeable but also have many years of experience and expertise in the HVAC industry. Customer satisfaction is of the utmost importance to us.