Complaints

This profile includes complaints for Aire One Heating & Cooling KW's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aire One Heating & Cooling KW

  290 Pinebush Rd Cambridge, ON N1T 1Z6

  
• 

  Aire One Heating & Cooling KW

  15 - 485 Silvercreek Pky N Guelph, ON N1H 7R5

  
• 

  Aire One Heating & Cooling KW

  1069 Victoria St N Kitchener, ON N2B 3C7

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:15/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a water heater contract with Aire One. They said that they'd pay any money I was charged from ******** to transfer the contract. ******** has charged me $200 for an installation recovery fee and inspection and account closure fees. I have reached out to the salesman twice and zero response

  Business Response

  Date: 24/04/2025

  Hi ******,  

  It was a pleasure speaking with you today. Once again, I apologize for the confusion regarding the payments and the ******** bill.
  I’ve sent you an email—please respond with a copy of your bill so that our finance department can proceed with the payment on your behalf.
  If you have any questions or need further assistance, don’t hesitate to reach out.
  Best regards,

  Thanks , 

  ******** 

  Customer Service Department 

  Customer Answer

  Date: 24/04/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:18/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 29,2024 Purchased two furnace filters for $134.47. Advertisement in local paper indicated there was a Black Friday sale,35%off filters. After picking up the filters and checking online for what the regular price is,I realized I hadn’t gotten the sale price.I tried to return them but they wouldn’t do that but I was told that they would issue me a cheque for the difference but it had to come from their accounting department and would take a week. I have made six different calls to them and get the same response (someone from accounting will contact me to get details to issue a refund)It is going on four months now and nothing .

  Business Response

  Date: 21/03/2025

  Hi ****, 
  I’m sorry to hear about your experience with Aire One. I will be reviewing the call logs to understand where we fell short in communication.
  We will proceed with refunding the difference as well. Please accept this offer, and we will send you a confirmation email once the refund is processed.
  Let me know if you have any questions or concerns.
  Best regards,

   

  ********

  
  

• Initial Complaint

  Date:11/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 2024 our AC stopped working and we called to Air One. Technician Manjot S. Came to fix the diagnose and advised me builder didn't install good furnace, for this furnace your are facing problem every year, so better you can install new. Government policy to pay back in ten years with no interest. After that Rick G. there sales person did all the paper work and said, your loan approved in 2 months and once your 40,000 loan approved you pay back our money and for loan you have 10 years. My Application reject by Government of Canada. After that till now I called every single day to air and requested there sales manager please resolve this issue. I can pay your principal amount but I can't pay 13. something interest. But no one helped me even they abuse me and said your loan not approved that's not our problem. Manager name Umar who ****** me on phone. Farhad who is auditor he called me and offer to upgrade one more thing to my home to get rebate ( I have his full chat on my phone) & email from Meena air one sales person who offer me to get rebate on more thing and they gonna adjust my old bill. I don't trust these people now I humbly request please take a strict action against this company you can check my credit score is excellent. I strict action against abuse me on phn. I have all the emails will provide you soon. Please kindly you request you take a strict action against Whole team specially Meena and umar Asked Farhad to if he is a auditor why he called me and msg to upgrade another thing to my home? Already Have complaint number ********

  Business Response

  Date: 18/03/2025

   

  Hi ******* , 

  I understand that you feel misled, but I assure you that in order to get approved for the interest-free loan, you must have excellent credit and also upgrade two or more pieces of equipment in your home.
  I’d be happy to discuss this further with you. I will give you a call after lunch today to go over the details.
  Let me know if you have any questions in the meantime.
  

  Shaniese 

  Customer Service Manager 

  Customer Answer

  Date: 19/03/2025

  I don’t trust them, according to below email
  are they giving me 100 guarantee that this time 
  my loan will approve.
  
  I already have to pay them and I don’t want to make 
  my debt more high.
  
  They wish to call me any time.
  
  My credit score is excellent. If they want proof 
  I can provide you.
  
  Please ask them if I didn’t upgrade more item 
  how they can resolve this issue.
  
  Thanks & Regards
  ******* **** ************

  Business Response

  Date: 19/03/2025

  Hi *******, 

  I tried to call you yesterday to discuss , i will call again today 

  Customer Answer

  Date: 19/03/2025

  
  Complaint: ********
  
  Today, I received call from Air One. On phone they just discuss whole situation again and said they will email me and end the call.

  After that I received email from Shaniese mention in the email " that they will respond on BBB if I like compensation please accept.

  Right now I don't know what they offer me waiting from the response from BBB.

  Sincerely,
  
  ******* ****

  Business Response

  Date: 21/03/2025

  Hi *******,
  I understand that you feel misled, and I acknowledge that there’s still a gap between what happened and how we can move forward. This situation occurred a year ago, and the financing has already been completed, so I kindly ask that you begin making payments to avoid it going to collections.
  One thing we can agree on regarding the interest-free loan is that you were unfortunately not qualified—the debt-to-income ratio was too high, and two upgrades were required to be eligible. While our agent should have offered more upgrade options, there was no guarantee of approval. You did ultimately agree to move forward with the installation.
  To help resolve this, I am offering you a $250 credit in the form of a cheque, which you can use toward your interest payments. Additionally, I will include a furnace filter as a goodwill gesture.
  Please let me know if this works for you. I truly want to find a way to move forward in a way that works for both of us.

  Customer Answer

  Date: 24/03/2025

  Complaint: ********
  I am rejecting this response because:

  Hello Team, 

  As per below response : "Two upgrades were required to be eligible"   Did Air one sales team mention me this before when they offered me to upgrade my furnace?

  Why your sales team said " This is rebate and everyone can get this".

  As per Jagpreet Email ( ***** * ******* ******* ** ******* *** ********) : " Is anyone can answer this ( why the installation was done before the submission of the application)? Requesting to Air One please reply me this "

  If Air one follow the right steps for sales than this thing never happen with me. Even though Air one installation team came to my house before the auditor came but no one response me for this thing. 

  My big mistake and last mistake of my life never trust these sales people. Every email they mention its a year for happen this Which I already provide you all the emails and chats whatever I have. 

  I have no words now they are not accepting that they did something wrong. I just trusted them and there wordings.

  I don't know how i am paying this I don't have to money to pay this loan.  

  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 07/04/2025

  Hi ******* ,  

  The best offer I can provide at this time is a cheque for $1,800 to help offset the interest on your loan. This is our final offer.
  Please understand that we cannot remove the furnace, as the cooling-off period has long passed and you did agree to have our technicians proceed with the installation.
  Let me know how you’d like to move forward.

  Customer Answer

  Date: 07/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: I am not begging for you if you are right or loyal please provide me answer for all questions of my previous email.

  If this is your final offer than take out your furnace that's my final decision or give me 5 years time to pay Air One bill that was $13,907.65. 

  I don't need your $1800 dollar keep your money. Give me 5 years time i will pay out your 13,907.65.

  I am good to pay back 13,907.65 /60 5 years monthly payment $231.80.  

  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 09/04/2025

  Hi *******,

  It was a pleasure speaking with you today — I’m really glad we were able to come to a solution.
  Please be advised that you should begin making payments to ********* as of today to avoid the risk of being sent to collections.
  As for Aire One, we’re happy to assist by updating the terms to allow you 4 years with no interest. This means you will be responsible for paying the principal amount only, excluding any interest. Please note that after the 4-year period, interest will begin to accrue, and we will not be able to assist with that portion.
  The principal amount to be paid is $14,336.31, and we will be covering the $149 admin fee on your behalf.
  If you have any questions, please don’t hesitate to reach out to me directly.
  Best regards,

  Shaniese

  Customer Service Manager 

  Customer Answer

  Date: 09/04/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you very much Shaniese and *******. 

  I will start paying this Principal amount $ 14,336.31*48 ( 4 years) = 298.67 monthly. 

  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:29/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a HVAC system including Air Conditioner and Furnace with install completed March 6 2018. Less than 18 Months latter the Air Conditioner stopped working and to diagnos the issue to see if it would be covered under warranty it would be a $650 charge. They agreed that if I signed up for the monthly service plan they would cover that. I have now been paying a monthly service plan fee which is supposed to cover maintenance and repairs yet each time they have come there has been an effort to get me to pay more. Now the furnace is requiring a repair that is covered under warranty but they claim the part to be on back order for 2-3 Months, I can either wait for that or they will install a replacemnt furnance but I will need to pay a $450 "Admin Fee" for them to do so. I have confirmed with **** ******* that they have approved the replacement furnace AND 4 hours labour to address the issue so there should be no labour charge plus my service plan also provides coverage for labour.

  Business Response

  Date: 08/02/2025

  We were in touch with our customer before we received this complaint to discuss their plan coverage and we have come to an amicable conclusion with them.  They now have a brand new unit installed.  We look forward to continuing our partnership with them in the future.  

  Customer Answer

  Date: 17/02/2025

  
  Complaint: ********
  I am rejecting this response because the business made no effort to resolve the issue until the complaint was made at BBB and legal action indicated. It is unacceptable for a business to only resolve a valid concern when a customer is forced to fight for it. This was a warranty issue pure and simple and the manufacturer was honoring it but the business was not. I should not have had to take hours out of my work day costing me money to get the company to do what should have been an automatic. If they had handled this properly to begin with the response they sent would have been acceptable but after the horrible service I received it simply isn't. They only stepped up after the fact and when a complaint had been filled. There has been no acknowledgement of the poor behavior nor any ownership of the customers time they wasted.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:22/01/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: ********* **** ** AireOne Heating &Cooling KW, ******** Auditing, and ********* During the July 2024 our home air conditioner stopped working. I called AireOne Heating & Cooling in Kitchener for service. Their technician said both furnace and air conditioner are to be replaced. Then AireOne sales person, Austin G., came to my home and we placed an order to replace Old furnace and A/C with Heat pump on July 28 for $9,944.00 10 years part and labour warranty. He told me government is giving interest free loans for 10 years on energy efficient furnace and A/C. In Sales Agreement he wrote 10 years interest free loan. He just told me that I will pay them when money is received in 6 months after installation of equipment. AireOne sent ******** Auditing Energy Advisor, ****** ********* to our home and he did the preaudit in July, 27, 2024 on behalf of AIREONE. After that Energy Advisor, asked me to provide him with my property tax bill from **** ** ********* and I sent him the property tax bill. He also did not tell me to apply for ****** ******* ***** Loan and never sent me preaudit report or file number which is prerequisite to apply for that loan. My understanding was that they will apply on my behalf and loan amount will come to my Account and I will pay the AIREONE Heating and Cooling. Then next day AIREONE sent the equipment for installation and after installation asked me to sign a finance agreement page with ********* Canada Inc. @13.99% (0.00% for first six months), 5 years term and Administration fee of $149). They provided wrong information (post audit report only to apply for ******* **** and did not wait for my application to be approved before installation of equipment which is against the *********** lone policy. My application was rejected by *********** loan by Government of Canada. Now I do not have money to pay them up front and forced to pay 13.99% interest on the purchase because of their fault.

  Business Response

  Date: 12/02/2025

  When it comes to any government loan, it is not up to us to decide who gets accepted.  This is fully up to the customer to apply for this loan.  We are not allowed to do any of this work for them and it is up to the government if they approve or deny it. 

  If the issue is that our customer was never sent the pre audit from the Energy Auditor and this is why the loan didn't go through, then this complaint should be directed towards them. All the auditors are certified through the government.  ********* was chosen with the customer so that they could receive 6 months no payment and no interest while waiting for the loan to go through.  But again, the loan can only be approved of by the government loan program.  

   

  Customer Answer

  Date: 18/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:25/10/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 30, 2023 Aire One contracted with us to install a new heat pump and air conditioner at 9 Thimbleberry Crossing, New Hamburg, Ontario with the understanding we would be eligible for the government rebate of $7,000 which was supposed to come to us within the year. It was installed in November 2023. The rebate hasn’t arrived and Aire One won’t return our phone calls. The person who sold us this unit is Adam S. , Techinal Comfort Consultant.

  Business Response

  Date: 09/11/2024

  We have been in contact with our customer recently and are trying to come to a solution.  When it comes to the government rebate, not everything is under our direct control. Our last call to our customer was not answered and we are waiting on a return call from them in order to discuss further.  Please reach out to us at our office number *************  

  Customer Answer

  Date: 12/11/2024

  
  This morning we’ve  made three phone calls to Nelo at Aire  One at ************ and one email to her as well.  There has not been a response.  Aire One does not say who to direct our calls and emails to.  
  

  
  

  Customer Answer

  Date: 12/11/2024

  today we also emailed Mr. *******, President of Marketing to register our complaint .

  Customer Answer

  Date: 15/11/2024

  This is another update for you.  Nelo from  Aire One called me this morning and offered again $1600 and a new hot water tank or $3,000 and five years of filters.  We said no thank you we want our $7100.  And this is where it stands right now.  
  
  Thank you for your help so far.  What do we do now?
  
  **** and **** ******** 
  

  
  

  Business Response

  Date: 22/11/2024

  We have scheduled a meeting with our customer for Monday at their request to come to a resolution. 

  Customer Answer

  Date: 05/12/2024

  We received our cheque from Aire One and are satisfied with the results. Thank you for all your help.
  
  **** and **** ********

• Initial Complaint

  Date:05/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had Aire One come out to my house to assess my duct work as half my home wasn't getting any air flow from the registers. I was looking at having all my duct work replaced but was advised that the existing duct work could be patched and a new furnace/heat pump was the main issue ( as apparently my old unit wasn't strong enough to supply my home with adequate air flow). After paying 15k and having my new furnace/heat pump installed there was 0% difference in my homes air flow. Since the install 2 techs were sent to my home to look into the issue. Both advised me that the furnace was never the issue and all my duct work needed to be replaced. Long story short Ive given these ****** 15k and left in same situation I started with( a home that doesn't heat/cool properly).

  Business Response

  Date: 03/10/2023

  Dear BBB Team, 
  
  The concerned customer did not have service from our office, Aire One ****** Heating and Cooling at *** ********** ***** ******* **. We have no records of the customer nor the work done at the given address. 
  Please kindly remove the complaint from our account. 

  Thank you, 

  Customer Answer

  Date: 03/10/2023

  It was aire one KW not ****** ontario 

  Customer Answer

  Date: 04/10/2023

  I've ******** a photo of there contact details 

  Business Response

  Date: 13/10/2023

  When our customer originally contacted Aire One on August the 11th we were asked to come out and give a quote for a heat pump as well as for ductwork so that they could weigh out the options. We have ******** a copy of the call recording of this.  Your existing furnace was from 2000 and air conditioner from 1995. The option chosen was for a furnace & heat pump package with ductwork additions/modifications at no extra cost (1 X 12' heat run and 2 returns and connecting new runs with existing as well as connecting runs around your plumbing and patching many large holes in the existing ductwork).  Again, this duct work was done at no extra charge.  ******** *** photos showing the state of the systems and duct work before we worked on it.  Our customer has stated that there was 0% difference after our install but clearly there was massive gaps in the existing ductwork which we fixed, and our customer communicated that the original furnace wasn’t even working.  At the time of the appointment with our consultant, it was agreed upon by both our customer and our home comfort consultant that this solution could address the airflow issues and he wanted to proceed as such. It was also noted that there may be additional work needed if this solution did not fix all the air flow issues but this was the cheaper first option.  It was agreed on by both parties to try this first before more extensive duct work.  With the $5600 guaranteed rebate the cost including taxes totaled $9090.00.  After the initial work, we provided another quote for whole home duct work, but this was declined. 

  Customer Answer

  Date: 18/10/2023

  
  Complaint* ********
  
  I am rejecting this response because: Aire one has made several ***** claims in there response. First them stating my furnace didn't work is 100% a complete a ***. Collin the sales rep explained to me that my current furnace(that was in perfect working condition)was not strong enough to heat my home. Secondly the phone call they are referring to I ask about duct work and heat pumps(as in ductless heat pumps "plural"). Secondly I find out after the fact Collin is just a sales rep and not a licensed HVAC tech and unqualified to even diagnose my homes heating/cooling system. His job is to sell a product so he can collect a sales commison and make the company money.Thirdly a new furnace and heat pump was not a cheaper option when compared to replacing duct work as I have several quotes proving that from other companies. Aire one also keeps going on about goverment rebate like theyre doing me a favor. The rebate is avalalible to everyone for a number of different home improvements and invalid. Since aire ones instalation of my new furnace I have had another company in and they have found several code violations such as the new furnace not having a power switch which has incurred me additional expenses. * ***** ********* ** ** *** ***** ***** *** ***** **** ******* **. I also feel inclined to mention that Brady the GM of this company asked soooooo how long do you plan on living here(implying I should just cover everything up and sell the house)? My reply to him was I belive in karma and wouldn't want to ***** **** whoever buys this property next. On a side note my contractor who was finishing part of my basment  happened to be there when Collin did the original walk threw and would be more then happy to back up my claims. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 30/10/2023

  Our customer’s original phone call was for a quote on duct work and heat pumps. This is stated in the phone call recording we have ********.  Because of this request we sent our home comfort consultant who is fully trained for these requests. Had our customer asked us to go out and try to fix their system we would of course have sent a technician.  During discussions regarding the sale our consultant did say that there was a possibility that a new system may solve the issues but that if not the only other option would be a new system and ductwork.  If our customer’s system was perfectly fine and other companies quotes for ductwork was much cheaper than our system I am not sure why the customer would have chosen the more expensive option.  The fact is we were told the furnace was not working.  We have fulfilled our obligations as per our mutually signed contract. We will not be providing ductwork for free or the monetary equivalent.

  Customer Answer

  Date: 06/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: Once Again Aire One cant keep their story straight and the narrative changes. At this point I'm done with arguing with these people as I may as well be talking to a brick wall. Its actually quite entertaining that they try to keep pushing their ***** claims that my furnace was broken when I have 2 different witness(****** ******* and **** ******** ***********) proving that it was in perfect working condition and also have something called ********* **** Warranty through my mortgage lender. If my furnace was broken down all I have to do is call and they well send a tech to FIX or REPLACE my furnace for $50. Its really an amazing service which Ive used 2 or 3 times since living in my current house. I understand people make mistakes in life and when that happens most people admit to it, apologize, and try to remedy the situation. ***** **** *** ******* ***** ***** **** ****** *** **** ** ***** ******* ** ****** ******* ****.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:25/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to terminate an HVAC system rental agreement. Estimate # *********, Project #*********. Aire-One offered to cancel the contract for the cost of the equipment at their fair market value ($18020.00) plus a term cancelation fee of $5000.00 plus a lien discharge fee of $750.00. They did offer a $1500 discount after I complained that fair market value for the equipment was $9100.00 based on multiple quotes I requested from competing HVAC companies. Now they are saying that other issues are involved in the $ 18000 charge, like extra labor, administration and so on. I have contacted them a few times and been getting different answers everytime. They even said that there will be no warranty on the equipment once I pay out the contract, even though the equipment was installed just over 16 mo ths ago. All I want is to pay fair market value of the equipment, maintain some warranty on the equipment and not get charged twice the amount that the equipment is actually worth. **** ** *** ******* ** ***** *****

  Business Response

  Date: 26/09/2023

  We acknowledge the request to terminate the existing contract with Aire One. As mentioned, this is a rental agreement that the customer has agreed to for a term of 120 months. Terminating a contract prematurely will result in penalties and cancellation fees, this is not something specific to Aire One but for all companies, products and services that have contracts. This contract has only been active for 15 months. The fair market value price that the customer is referring to would be the cost of purchasing the equipment NOT renting the equipment which are two completely different things. This price also does not include the cost of installation for the equipment as this specific install was not a simple installation but rather a difficult one that required senior technicians and multiple days to complete. The labour for this job would not have been included in the quote from other companies. Aire One did agree to offer a loyalty discount of $1500.00 to the customer to help offset some of the costs of deciding to terminate the contract early. When renting equipment everything is covered in the rental cost, dispatch fees, service fees, administration fees, labour fees, etc. this is the service that the customer agreed to. If terminating the agreement early then the warranty reverts back to the manufacturer's warranty which the customer would still have if they cancelled, however they would not have full warranty since the customer is cancelling the contract with the rental warranty they had. 

  Customer Answer

  Date: 02/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  October 2nd, 2023
  
  To whom it may concern,
  
  again I have to state that the cost of the equipment is not in dispute but the formulation of the additional costs described to install said equipment are.
  
  Let me point out that during the original contract setup I was advised by ****** ****** (AireOne employee) that this was not going to be your run of the mill installation and that there would be some additional costs incurred during the installation. But I was ensured that this installation was not the first one of this kind completed by AireOne in my Condo complex. I was told that they had experienced installers on staff that had previously replaced this type of HVAC unit in other units throughout the complex.

  I am including a recent quote from a competing HVAC installation business showing near identical equipment including installation and removal of existing equipment costs for reference and context in questioning the claim that a difficult installation caused the total cost to rise to $18020.00 for the Buyout of Rental Equipment fee.
  
  Even when assuming that the AireOne installers ran into issues during the installation it is hard to accept that up to $ 9000.00 was spent to install the unit. As for future dispatch fees, service fees, administration fees, labour fees, etc, these should not be included in the Buyout of Rental Equipment fee as these would no longer apply after completing the buyout.
  
  I formally request detailed copies of the difficult installation, including Bill of Materials, Time Sheets, cost sheets and any invoices pertaining to this specific installation. Please explain in detail how you arrived at the Buyout of Rental Equipment fee of $18020.00 as well as the additional charge of $5000.00 for the Termination of Rental agreement fee.

  Sincerely,
  
  ****** *******

   

  Business Response

  Date: 19/10/2023

  Good Afternoon, 

  We have communicated with the customer outside of BBB an this issue has been resolved. 

  Customer Answer

  Date: 19/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:14/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mina called me over a week ago regarding payment of my water heater rental. She said she has not received payment for May, June, July but she did receive payment for August. I thought this is odd. I went to **** where I have my pre-authorized payment set up with. They informed me that a payment did come out on the August statement under the name One Alliance but they also confirmed that no attempt was made to take payment for May, June or July. * So **** said they would of passed on no NSF charges because there was nothing to reject. I did call Mina back and told her these details but she seemed reluctant to understand and said that maybe her Supervisor would let me pay half of the NSF's. On July 21, 2023 I received an email from Mina saying We have called you to get updated credit card information for rental water heater.. I knew I was set up with automatic PAP as I am with all of my utilities. So I did think this must be a **** and someone is hoping I will send them my credit card information. So I tried calling to alert Aire One but I could never got through and I decided there must be lots of customers calling in. I am perplexed by all of this. I have been contacted by ******** **** *** ****** to pay $5,384.51. ** I would of liked the opportunity to speak to one of the financial Supervisors at Aire One so that this matter could of been rectified. I also would of liked a letter mailed out to notify me when the first payment wasn't received. I would like to better understand how I got taken off the PAP list at Air One? Thank you for your help to rectify this situation. I understand that I will need to pay for the months still outstanding. I hope that as a result I will receive no bad credit rating and receive some documentation confirming this. Would you be able to send me a copy of this correspondence? Thank you BBB for your assistance.

  Business Response

  Date: 18/09/2023

  We reached out to this customer on July 20th for her declined payments for May, June and July (please see the attached image). We also sent a letter and email to the customer advising her of the payments that did not go through on the account which she acknowledges that she did receive. We heard nothing from the customer, we record all of our phone calls and we did not receive any response. We reached out again on August 30th but did not receive any response so the account was sent to collections. Once the account was sent to collections and our collections agency reached out to her we started receiving communication from the customer. 

  Customer Answer

  Date: 02/10/2023

  I am struggling on how to best respond.  I do not want to further complicate but I would like to make sure I am being understood with my words. I called **** ********* ****** ***** this morning to do some verification.  This is what I have learned.  One Aire-Heating & Cooling KW has not been collecting payments from me since November of 2022.  I have now talked to two customer service people at **** who verified that NOTHING HAS BEEN ATTEMPTED TO COME OUT from November 2022 to July 2023.
    
  What I know is that back in November 2022, Aire-one called me and told me they were having problems.  I was perplexed at the time because I didn't know how this was my issue but I phoned the credit union and they said tell them to try putting a zero (0) ahead of the account number.  I did call back and Aire-One was happy with that.   (It did surprise me that they would have a problem as all my other utilities are on PAP and being paid as usual).  
    
  I am wondering why they are just telling me now about the May, June and July payment not going through.  and that I have never heard from them about all the payments that have not went through since November 2022.  They have the same PAP information as they did when I signed up and now have been able to collect payments for the months of August and September 2023.
  
  I learned that up to October 2022 the payments came out under Aire-One but the August and September of this year come out as One Alliance.  Mina told me that last fall they changed their name.  
  
  I had a water heater tank installed in Nov 27, 2020 and set up with pre-authorized payment plan at that time using the same credit union **** as I do today.  So no changes have happened with my account.
  
  Firstly, I can not find emails sent to me for May and June and I tried to bring up the attachments showing this but they would not come up for me.  (Maybe something I am doing wrong?) but I know that Mina emailed me August 30, 2023 and told me to contact her regarding arrangements for payment.  I was able to call her back August 31, 2023.   (The date on the collection letter from ******** **** *** ****** is August 31, 2023 asking for $5,384.51.)  
  
  Here is what I would like to be understood.  I have been getting numerous spam calls.  If some one asks for credit card information I always hang up because this is what has been suggested to me.  On July 21, 2023, I did get an email from Aire-One "we have called you to get UPDATED CREDIT CARD information for rental water heater".   As soon as I read that I thought it was a ****.  I am set up with pre-authorized payment deduction (I do not make credit card payments in fact I do not have a credit card believe it or not).  Here is what I did.  I wanted Aire-One to know that someone is trying to get credit card information using their company name.  I don't know if I read my email July 21 or 22 but I tried calling Aire-one at least three times that day to alert them because the line was always busy I assumed others were calling them as well.  
  
  Here is some extra facts to support me.
  1.  When I set up with Aire-One they put in a larger tank than I wanted.  The men that came down to my basement wanted me to talk to the office because they did not want to take the tank back up the stairs and back to Kitchener.  They guaranteed me that they do not charge more for a larger tank and that they would be so thankful if I would accept it.   Reluctantly, I agreed, out of the goodness of my heart.  
  
  2.  **** verified with me that on March 29, 2022 a payment of $65.25 was taken from my account for more than twice the regular amount and not in the middle of the month as usual but at the end of the month through PAP.   I think this shows that there can be human error on there part.
  
  3.  ******* I have an excellent credit rating.   My other utility bills are much higher in price than the water tank and I would say I have been paying them all using PAP for the last 20 years.    
  
  4.  I do think it is obvious why they did not contact me in December of 2022 regarding payment because they never attempted to deduct.  Possibly it got overlooked by human error or something went wrong in there system.  Was the company name change a factor.  
  
  5.  On numerous conversations with Mina she told me I will be paying NSF charges as the bank charges them.  The bank told me there was no attempt to deduct so they would not collect NSF charges.  She then said that maybe I could pay half and they would pay half but she would have to ask her supervisor.  I was just not okay with this since there has always been sufficient funds in my account.
  
  
  ******* my guess is that Mina has confused this situation with credit card payments and that they stopped making a request for my payments back in November 2022 but they obviously have been able to rectify since they used the PAP for August and September 2023.
  
  I am more than happy to pay for the money that was not taken from my account.  I think that is right but I am afraid since they have sent this on to credit that they will try to get more from me.  I feel wrongly done by.  I am sure they do have customers who try to avoid paying but I am not one. 

  **Update**

  ******* here are the documents that I have been having trouble sending. The email sent to me on July 21,2023 asks for credit card information. I thought it was someone trying to get credit card information. So I tried calling Aire-One to warn them that same day. The second photo shows a picture of my phone record calling Aire-One on July 21.

  Business Response

  Date: 04/10/2023

  We would be happy to set up a conference call to further discuss this matter with BBB and the client. Please let us know which date and time works best within the hours of 10:00am and 3:00pm, Monday to Friday. 
  
  

  Customer Answer

  Date: 05/10/2023

  After we spoke today, I did call Aire-one and asked the receptionist if I could speak with ***** ******* and they said they will have ***** call me.  As well I got your message regarding the conference call.  Please go ahead and set that up I am available tomorrow from 11:30 to 2:30.  You can reach me on my cell at ************.  Thanks so much.
  ****** ****

  Business Response

  Date: 06/10/2023

  We have had communications with the customer since the last post and the customer has paid $278.62 out of the outstanding balance of $381.65. 

  We agree to waive the difference of $103.03 to resolve this case. 

  There is no balance left oustanding on this customers account 

  Customer Answer

  Date: 10/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I do not believe that I owe any NSF charges.  Also I want to make it clear that I contacted Aire-One on October 5, 2023 and let them know I had made a payment of $278.62 which is for the rental of the water heater only and covers the months of November 2022 to July 2023.   

  Aire-One was deducting PAP payments up to November 2022 and then resumed deducting payments in August 2023 without any intervention from me.     I have been told by Aire-One that I had paid for the months of November 2022 thru to April 2023 which I do not agree with.  I would appreciate a written document showing me where these payments came from?   I understand that Aire-One is having their bank and my bank investigate this matter.

  The handling of my PAP authorization is very concerning to me.  I would also like to be informed as to what is learned through this investigation.  I think the position I hold is very understandable.

  Sincerely,
  

  
  ****** ****

  Customer Answer

  Date: 18/10/2023

  Could you request a detailed statement from Aire-One.   Thank you for your assistance.
  ****** ****

  **Update**

  I did leave a message on your phone today but maybe you would appreciate this in writing.  
    
  My credit union says a wrong account number was submitted so it is very possible that if Aire-One collected funds they took it from someone else's account or were rejected from my credit union because they weren't using an complete bank account number. Could they ask their bank what account number paid my bill?   
  
  After dealing with my credit union, things seem easily accessible.  At the least they could probably answer yes or no if given the correct number that should of been used.
  
  If Aire-One looks at their records they could also compare the account number that was submitted in November to the account number submitted on August 15, 2023?
  I
  Also I know that Aire-One told me that they changed their name from Aire-One to One Alliance around Oct or Nov 2022.  Could this explain anything?
  
  Also my credit union, **** guaranteed me that they have never charged any NSF's because with no correct account number there would be no transaction.
  
  My thought would be that Aire-One's bank may of not communicated to Aire-One about the wrong account number.  If an NSF was charged to them then they should have the NSF charges reversed from the bank.  Especially when all of this transpired. I am sure they do not want the bank to make this mistake again.
  
  Finally, I would of liked to of spoken to ***** ******* and let him know that I do not believe I received contact from Aire-One until July 21, 2023 and I sincerely did think it was a **** since they asked me for an update on my credit card information.  I did try calling Aire-One that day to alert them that someone was trying to get credit card information under Aire-One's name (I did send you a copy of my cell phone call).  Also know that when you call my home phone I have no way of knowing who's calling so any calls asking for my credit card information would of been hung up on.  I have received absolutely nothing from Aire-One in the mail.   No bills, no notices or collection notices.
  
  I would like Mr. ******* to know that when I had my water heater installed by Aire-One I did there staff a huge favor.  The men bringing the new water heater brought the wrong size down to my basement. I had ordered a 40 gallon.  They did not want to take it back to Kitchener and they also phoned the office and had them persuade me likewise.  This is an extra cost I pay for everyday since the day my water heater was installed.     
   
  Looking at this situation from my perspective, Aire-One and their bank were in control of paying my water-heater bill.
  
  ******* I am waiting for their response do you need more from me?
  
  ****** ****

  Business Response

  Date: 30/10/2023

  As far as AireOne is concerned everything on the account is paid up to date and the account is in good standing after the last payment by our customer.  If our customer has concerns about how our bank and hers are processing the payment, then that is something that AireOne is unable to look into as it is a matter between the two banks and a question for them. On our end we have received all payments as of now. 

   

  Customer Answer

  Date: 07/11/2023

  
  Complaint: ********
  
  I am rejecting this response because what I am asking for is an itemized receipt indicating that I paid $278.62 to Aire-One which covered the cost of my rental water heater for the months of November 2022, December 2022, January 2023, February 2023, March 2023, April 2023, May 2023, June 2023 and July 2023.  
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 10/11/2023

  Please see the attached statement showing the payments have been made to the account and that there is no outstanding balance. This account is currently in good standing. 

  Customer Answer

  Date: 19/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:with what I know to be true and with the knowledge I have been given by Aire-One we are miles apart in agreement.   I believe the ethical thing to do here is to find out who has had money taken from their account for a period of 6 months and that money be returned to them.  After that my payment can be dispersed properly and I can get a corrected receipt.  The mismanagement of my preauthorized payment by Aire-One (One Alliance) is a major concern to me and I hope it is a major concern to the management at Aire-One.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:08/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello We purchased a house on July 21st 2023 in Ayr Ontario with a rental water heater managed by Aire One Heating & Cooling KW. When I reached out to ask about assuming the contract I asked for the original contract and the remaining financial commitment of the contract I'm assuming. I was told that due to confidentially they couldn't share any contracts with me. They then provided me with a HVAC Appliances Rental Agreement with terms and conditions in a hard to read image file. The rate written on the new contract was higher than what the previous owners were paying and did not include any details of the original contract. I then questioned what the financial commitment would be and the remaining length of the term. They wouldn't provide any details and only said 55 months were remaining. They only added a handwritten note onto the form after I asked. When I questioned the different amount, I was told it was a promotional rate and it doesn't apply to new owners. I then made a separate inquiry to their website and was quoted a lower standard rate then what was handwritten my agreement. Aire One refuses to provide any proof of the contract or term and has now insisted all inquiries be made by a lawyer. I've asked to speak to a manager and continue to get told they are on vacation or not available. I would like assistance in getting any proof that a contract exists and that the term and financial commitment be provided before I can assume any rental agreement. They also refuse to allow the water heater to be returned without paying a buyout fee of $2988.85 for a 5-year-old water heater. Again, without providing any proof a contract exists or how the buyout is calculated. Assuming a basic contract shouldn't be that difficult, but they refuse to be transparent about the business practices or prices. Thank you

  Business Response

  Date: 11/09/2023

  We provided the new home owners with the Assumption Agreement for the Rental Equipment outlining all the terms and details as well as the buyout options. Due to privacy concerns we can not share the original signed agreement to the new home owner as it has confidential information such as the previous home owners credit card information, drivers license number and date of birth. We do have annual price increases each year and bundle discounts for customers with more then one service that are not transferrable. We noted the remaining term on the Assumption Contract clearly outlining how many months were left in the term. Purchasing the equipment outright and cancelling a contract with existing rental equipment on it are two different scenarios with different cost associated. Cancelling a contract prior to the term end date will result in cancellation fees. We requested that the purchasers lawyer reach out to us to review the existing previous home owners contract as Aire One will not be liable for sharing confidential information. No one ever reached out to us after this. The person that the new home owner was in direct contact with at all times was a manager. As you can see we have provided all the information that we can, however we can not provide private confidential information regarding the previous home owner to the new home owner.

  Customer Answer

  Date: 13/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This was an assumption of an existing contract, the assumption agreement that was sent to me originally did not have any information on the remaining terms and I had to request that information. I also didn’t receive the original terms and conditions that I was assuming which did not contain any personal information and was a separate file. The new terms had a 3% minimum annual increase with no limit to what you could add.  When I finally received the original contract and terms and Conditions the annual increase was capped at 2%.  Without seeing any proof, I would never blindly agree to assuming a contract based on today’s terms and conditions.  The terms and conditions also don’t specify any calculations for cancelation fees or buyouts so the numbers provided didn’t make any sense given it had 55 months remaining and the buyout was $1000 more than the remaining amount of the monthly rental term.  Also number 17. Assignment gives Aire One the ability to share any information pertaining to the contract with a new assignee
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 23/09/2023

  An assumption agreement was provided to the new Home Owner assuming the existing rental contract. We advise the Purchaser multiple times that we had no problem providing a copy of the previous rental agreement however we would only be sending it to the Lawyer involved with the sale and purchase of the home. We had no information of who the Lawyer was and we were not provided this information after we requested it multiple times. This is standard procedure and the reason why we hire Lawyers to make sure that transfers are completed properly as they have access to all details of each client and can make an informed decision if any corrections need to be made. When cancelling a contract the fee for the buyout of the equipment is just one of the fees associated with terminating an agreement. Cancellations fees also apply for cancelling an agreement early that was set in place for 120 months, there are addition fees that the bank charges us for cancelling these contracts and also separate warranties we have in place for rental equipment. When renting equipment all fees including dispatch fees for service calls, extended warranties, administration fees, annual maintenance fees and additional fees are all included at not additional cost to the customer. The existing contract has been sent to the Lawyers. 

  Customer Answer

  Date: 26/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Sincerely,
  
  *** ******