We have a home warranty withTotal Protect whose parent company is cross country. Our air conditioner went out in July 8, 2017. Our warranty company sent out Advance Appliance to check the system out. They said it had to be replaced when they only spent 10 minutes here. We told the warranty company we needed a second opinion. We were told this was the only heating and air company that was under contract with them. We questioned the amount we were going to have to pay which was 1600 dollars and the warranty company 1400 dollars. This is 3,000 just for the air conditioner replaced. We had our downstairs heat and air replaced inAugust 2015 through our home warranty company and we paid 350 dollars for heat and air.The company that replaced our downstairs was not Advance Appliance. We were told it would take between 5.5 to 6 hours to install. The technicians arrived at 9:15 and were finished at 12:00. They left and the system ran non stop until we cut the system off and still not cooling. We called them up they sent another technician. The technician told us it did not have any freon in the new system and he let us know a system could not be properly installed in that amount of time. They charged us with duct work when they used the existing duct work. They charged us for load calculations when the air was replaced with the same brand and size of the existing unit. They charged for electrical work when there was not any electrical work . These charges amounted to $750.00. We called total protect again and talked to a supervisor who has been there for 25 years. She informed us she had never seen a load calculation for replacing a unit. She told us she pulled several hundred air conditioner claims and never any load calculations. I called the city that I live in and talked to the inspector. He told me that only new construction on buildings or extremely large houses had to be calculated by the contractor. The system is still not working properly so we called total protect the warranty company plus Advance Appliance. They sent out another technician. He knew how upset we were over the charges and the unit not working efficiently. He admitted to us that Advance Appliance has x number of employees and they are going to get a pay check one way or another. He admitted to us the 750 we had to pay was bogus charges. He also admitted Advance pads the bill for every customer since the warranty companies do not pay them alot. We did not sign a contract with Advance Appliance and have made daily calls to Total protect to intervene with this issue. I blame Total Protect for not standing behind their customer who take out warranties. They are also responsible for sending out crooks to their customers. When a service company like Advance Appliance does not have an after hours number and ask you to pay before the job is done that should be a red flag. As soon as our warranty expires with Total protect expires we are looking at different companies. We are cheated out of 750 dollars and still do not have a system that is running properly. Stay away from Cross Country who is the parent company for total protect and Advance Appliance.
Name: Advanced Appliance Service
Country: United States
State: North Carolina
Address: 3907 Reynolda Rd