ComplaintsforAire Serv of Huntsville

• Initial Complaint

  01/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Poor business practices as they sold a $10,000 unit to my mother who is 80 years old on a $1,600 a month income. The original repar cost was quoted at $1,200 so why sell a unit to someone instead of repair and oh she has dimencia and beginning stages of alzheimers. I have pictures of the horrible instalation and work this company provided. She still doesn't even comprehend what this sneaky company has even done. No I am not done and this will be taken to the next level if anything to protect the elderly by this kind of snake oil practice. The instalation did not pass ******************** building inspection code.

  

  Business response

  01/24/2024

  We are meeting with Mr ***** this week.  He and I have spoken and are meeting with the owner for resolution to his issue

  

  Business response

  01/31/2024

  The owner and the General Manager met with the customer on Saturday, January 27, ****. The owner and general manager came to an understanding and an agreement with one another for the entire situation. The customer agreed to remove all negative reviews regarding the situation after the meeting on Saturday.

  Customer response

  01/31/2024

  We have met with the owner and general manager and have come to an acceptable agreement and the company does stand by their customers. They finalized the installation which was totally acceptable and on good faith.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with AireServ in March ******************************* the crawlspace of my home. The work was supposedly completed in April 2023. When temperatures turned hot, we had numerous issues with the ** not working. It turns out that ******** had not installed the main return duct. They responded by fixing that problem. However, cooling problems continued. I finally contacted the City of Huntsville Permits and *********************** It turns out that ******** did not initially pull the required inspection permit when initiating the work at my home. A City Inspector came to my home in August 2023 and declared the work 'failed' and required ******** to fix the many problems he found; ducts on the ground, ducts not sealed, vent boots not insulated, torn ducts, crushed ducts, improperly sized ducts, etc. ******** committed to correcting all the problems cited by the City Inspector. That was August. In mid-December 2023, ******** informed me and the City Inspector that the work was completed as required. The City Inspector again reviewed their work and again declared the AireServ's work 'failed'. The Inspector gave ******** one week to correct their work or be shut down. Now in mid-January ****, 10 months after the initial failed work and 2 failed inspections later, ********'s work at my home has passed inspection. In addition to the totally unacceptable quality of work over these 10 months, **************** caused tears and damage to the encapsulation material in my crawlspace that had been installed just three years earlier. I have demanded that ******** refund the money I paid them as well as repair or replacement of the encapsulation material in my crawlspace. AireServ has not reponded.

  

  Business response

  01/24/2024

  We will contact this customer with next steps to ensure their encapsulation issues are addressed.

  Customer response

  01/24/2024

  I appreciate that ******** will address the encapsulation issues.  They have communication from me dating back some time in which I have made such a request.  No response.   Also, ******** did not address my demand for a refund.  No.  I reject this response.

  Customer response

  01/25/2024

   
  Complaint: 21125942
  
  I am rejecting this response because:  I appreciate that AireServ will address the encapsulation issues.  They have communication from me dating back some time in which I have made such a request.  No response.   Also, ******** did not address my demand for a refund.  No.  I reject this response.
  
  Sincerely,
  
  *****************************

  

  Business response

  02/01/2024

  We have met with the customer and we are continuing to work out an agreement with the customer.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The job to replace all ductwork in the crawl space at **************************************** was June 2021. It was it was June 24, 2022 when another company saw that the ductwork was completely on the ground. We dont know how long it was down but we did notice air not blowing through the vents. After contacting ******** multiple times about this same problem we are still having the problem with the ductwork unattached. My last conversation was with the general manager ******* who said he would send ****** out to look at the problem. On 11-1-23 and 11-8-23 I waited for ****** to come. No one came out and no one called which led me to submit this complaint. As of today 11-13-23 no one has responded from ******** and the ductwork is still unattached.

  

  Business response

  11/24/2023

  hello.  We have had our service manager ************************* out to the home on 11/22/23.  We had made several attempts to contact this customer prior for scheduling, but were unabThe phone number that was provided was for the customers son, that has since been resolved and we now have the customers correct information on file.  We have scheduled follow up work to resolve all of her issues as of 11/27 and 11/28.  

   

  Thank you

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 3, 2023, ******* from Air Serv came out to my house with a contract for me to sign to replace a 3-ton HVAC unit that needed to be replaced. The repairman who previously looked at my HVAC unit said that Aire Serv had a replacement unit that would fit in the closet where the old unit was located. ******* remeasured the closet called someone re the size of closet/unit and had me sign the sales contract on a tablet. I told her I do not have access to a computer or printer, and she assured me that the installers would bring me a printed copy of what I signed. I gave her a check for $12,137.81 which included cleaning the duct work and the new unit. Two days later the repairmen come to install the new unit. I asked for the paperwork that was promised, they said they didn't have it. As the day progresses and the unit is in the closet, I ask the techs who installed it, where is the filter located that I need to change monthly? There was no room in the closet for a filter. The techs said they would have to come back and figure out something. The installers came back on the following Tuesday with a metal tray that fits at the bottom of the closet, and 2 pieces of what looked like tin. I asked what that was for, and they said its where were going to put the filter. I asked how that was going to work getting it in and out to change it. And when they tried it, they both agreed that was not going to work. They left and my unit still has no filter. It has been almost a month now and I have made numerous attempts to call them to come back and finish the job. When I call and request an individual by name, the person answering the phone says they are out of the office but will relay my name and number for them to call back, no one has called me back. And now when I call, I cannot get anyone to pick up the phone. And I still do not have a copy of the contract that I signed with them. I need help in getting this company to do the work that they've already been paid for.

  

  Business response

  08/07/2023

  Our service manager has visited Mrs. ****** and we are resolving her issue.  She wants her filter placed in a different location.  This was not part of the agreement, but we are happy to make Ms. ****** a happy customer.  Our service manager ****** is already working to resolve.

  Customer response

  08/14/2023

  The company representative that responded to my complaint said that I wanted the filter for the unit moved.  That is incorrect and misleading to anyone reading this review.  All I asked for was a filter for the unit. That unit that was installed by Aire Serv in early July did not have a filter on it because the installers didn't know how to configure it for the space provided.  So, the unit was running for an entire month with no filter.  A duct cleaning was done one week after they installed the unit with no filter and since it's been run for over 3 weeks with no filter, the ducts are probably worse than they were because of no filter.  I also need the paperwork to file with the manufacturer to place the unit under warranty.  Also, before the company representative tries to say that warranty paperwork was included when they installed the unit, that is not true.  What paperwork was included was the paperwork for them to use as an installation guide which the installers apparently didn't read, because they couldn't figure out that all units need a filter and left my new unit running for over a month with no filter.  I need the paperwork to register my hvac unit which was not supplied by Aire SERV during installation.  I still want a copy of a contract which states what I purchased, when I purchased it, when it's to be installed and a price breakdown for services provided.  If a work order is the only thing that Aire SERV can provide than all I have to say to everyone who reads this review is RUN DON'T WALK away from this company. You can certainly get a much better deal anywhere in town and what's more important better customer service.  

  Customer response

  08/14/2023

   
  Complaint: 20420830
  
  I am rejecting this response because: as I stated in my previous response, I still have no contract detailing work/price from company.  
  
  Sincerely,
  
  Maynie League

  

  Business response

  08/24/2023

  We originally spoke with Ms. ****** and sent her documentation. Our Service Manager spoke with her after that and discovered she wanted a copy of a work order, which we mailed to her this week. When the Service Manager spoke with Ms. ****** on 8/22/23, he said she was satisfied that we were mailing out the paperwork to her.

  

  Business response

  08/24/2023

  We originally spoke with Ms. ****** and sent her documentation. Our Service Manager spoke with her after that and discovered she wanted a copy of a work order, which we mailed to her this week. When the Service Manager spoke with Ms. ****** on 8/22/23, he said she was satisfied that we were mailing out the paperwork to her.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My husband and I paid this company to install new air conditioner. *******. The first set of people who came to install/ left undone job in attic which caused damage to garage ceiling. They fix'd. Sold us a 3 ton unit that was to large for our house. Would not turn on without turning down to 65 degrees. After 6 trips out here and each person suppose to be their best, they reduced the size of the unit to 2 ton. It took over two weeks to get in a part for the 2 ton. Their supposed office manager (*******) told me when I called that their was no owner to this business. That was about 6 weeks ago. Told my husband to call anytime, he would take care of. No he did not. Nor has he ever returned my husbands call or checked to see if working. Two weeks ago, they installed again, after telling us it was the unit, it was the thermostat. Bottom line. There is money difference between a 2 ton and 3 ton. We expect the our money back. For the difference between a 2 ton and 3 ton. We cannot get anyone there to take the call or respond back. Meanwhile we are out ******* and the unit still does not work properly. Since ******* states there is no owner of this business. And is very rude and does not call people back, or try to work with them. I would like to see if you can help us get our money back. As we have now went two weeks with no call from this company.

  

  Business response

  06/26/2023

  We have responded to this customer complaint in every capacity possible.  We removed the old system, installed a brand new system at no charge and corrected the sizing issue.  Also, ******* the ** was out having Achilles tendon surgery and has just returned to the office.  We will be refunding the difference of the two systems back to the customer.  The new system is working as it should.  Thank you.

  Customer response

  06/30/2023

   
  Complaint: 20201575
  
  I am rejecting this response because: The system is still not working properly. They did nothing at no expense to me. They put in wrong unit. They tried to upsell something. It was their mistake. ******* was not out on surgery when problems began. He gave his cell #, said for us to call and then would not respond. They sent out 4 teams that were to be the best and still not working efficient, they have never reached out after multiple calls by my husband and still no refund or call in regards to. They have never reached out since we called over a month ago now to fix the issue or refund the our money. So they did not replace anything that was not their fault. Their Engineer that came to our home made the call that is wrong system and not working properly. So they did nothing for us, that was not their fault. We want our money back, and to never have to deal with this place again. 
  
  ***************************************************

  Customer response

  07/13/2023

  No *****, I have never heard anything back from them, or got my money back. Not one word or call or refund. 

  Customer response

  08/17/2023

  08-17-2023,-. We have never heard anything from the company.. As of today, we still have not received the refund check they have told the BBB they have sent twice now from two different locations. 

  Thank you!

  

  Business response

  08/31/2023

  Our General Manager, *************************, spoke with the ******* on 8/30/23 to ensure that they would get the check that was sent out two weeks ago. He was informed they had just received the check in the mail. ************** spoke with both Mr. and ******************* regarding this matter. 

  Sincerely,

  *******************

  Customer response

  09/08/2023

  The refund check has now cleared the bank on 09/08/23. Thanks to the BBB and ************ for all the hard work they put it. 

• Initial Complaint

  10/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  It is all but impossible to contact this company's management via email. I had to go through a Chamber of Commerce channel to email the Aire Serv General Manager. I received no reply after several weeks, even though I received my copy of the email.Their hard sell tactics started at the outset. It was the hottest day of the month, and the Aire Serv technician told me the two replacement parts I needed would be close to several thousand dollars and would take a couple of days to arrive. He suggested I might want to replace my 11-year-old heat pump.I asked for estimates on a new system, at which point a sales person arrived. He informed me that only two of their systems would fit my indoor utility closet, but only one, the most expensive, would qualify for rebates under the Inflation Reduction Act - up to $8000.00. I was impressed that such a large rebate would offset half the cost of the very expensive system that they quoted.From that point on, that large rebate was repeated a number of times by both company reps, one of them even stating that the rebate was available immediately. So, with the confidence that the high cost of the new heat pump would be offset by the savings through the rebate, I agreed to purchase it.During the installation process, I spent the time researching the rebates and tax credits for new heat pumps. I quickly learned that they would be available only for replacements occurring after January 1, 2023!*****'s remorse set in immediately, and I was upset by the misinformation Aire Serv personnel had presented me. Add to that the fact that the outdoor unit was delivered to me with two dents in the cabinet, for which the delivery technician told me the supplier would give me a $200.00 discount. No surprise, I never heard another word on the issue from him or the company.The high pressure sales tactics used my multiple employees of Aire Serv of Huntsville tells me that closing the deal is more important than honesty with the customer..

  

  Business response

  10/28/2022

   

  We have tried several times to reach out to ******************** since we saw his concerns. Our Sales Manager is ***********************. He is the one that can help resolve any issues ******************** may have. We ask that ******************** call or text Mr. *********************** at ************ or call our office at ************. ****** can also be reached directly by email at ************************* We strive to have satisfied and happy customers and certainly want ******************** to feel this way.

  Our vendor is processing the $200 check to compensate ******************** for the dented condenser and he should get that any day now.

   

  Sincerely.

  *******************************

  Branch Manager

  Aire Serv of Huntsville

  

  Business response

  12/12/2022

  A $200 check was sent to ********************. I personally spoke with ******************** last week on the phone and the conversation was very pleasant. 

  Customer response

  12/15/2022

   
  Complaint: 18247815
  
  I am rejecting this response, because the only person I've spoken to at Aire Serv of Huntsville is an office staff member, ***, about a matter unrelated to my complaint. I have yet to receive any acknowledgement nor response from the Sales Manager, ***********************, to whom the business recommended I direct my complaint. I'm disappointed that the company has essentially ignored the basis of my complaint - a dishonest sales pitch - and has failed to respond to it for so long. I regret that upper management of Aire Serv of Huntsville is less customer-oriented than their courteous and ************************ and office personnel with whom I've always enjoyed interacting.
  
  Sincerely,
  
  *****************************

  

  Business response

  12/28/2022

  I apologize for the delay. Due to the holiday, Mr. ***** was out of the office. He has now followed up with ******************** via email on 12/28/22. Mr. ***** is currently awaiting a response.

  Sincerely,

  *******************

  Customer response

  01/03/2023

   
  Complaint: 18247815
  
  I am rejecting this response pending Aire Serv's acceptance of the proposed resolution contained in my attached response to them.
  Sincerely,
  
  *****************************

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 15, 2021 we had our home air ducts cleaned by Air Serv of Huntsville. The service person did the duct cleaning. When he was done he laid his heavy metal clipboard on our granite kitchen counter to complete some paperwork. After he left and I was cleaning the counter top I notice that the edge of the granite was chipped. My husband and I contacted the granite company that furnished and installed this counter top. They advised that it could be repaired for $150. I contacted Air Serv and spoke to Lynn on several occasions. She indicated that the matter would be resolved by sending me a check for $150. Nothing ever happened. on November 10, 2021 I called a different phone number for Air Serve and spoke with Phoebe. She said the matter was now reviewed by several people at the company and a determination was made to NOT reimburse me for the damage. This is certainly NOT good business practice.

  

  Business response

  01/24/2022

  Business Response /* (1000, 8, 2021/11/30) */ We spoke with Mrs. ******* today, 11/30/21 to let her know we were sending a check for her repair. She seemed completely satisfied with that solution. We really don't know how it could have happened as our technician doesn't recall anything out of the ordinary during his appointment at her home. We do want our customers to trust us and believe that we value their property like our own so it's in our best interest to pay for the repair. Thank You Aire Serv of Huntsville

*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. ↩