Complaints

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:09/09/2024

  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.

  I filed a claim with American Home Shield on Aug 7th, 2024. They dispatched Crispy on Aug 10th. The technician said my fuse was blown, replaced it and then my compressor blew up. They said i needed a new compressor and said it would take 5-7 business days to come in (NOTE its 110+ in **). I have called many times, they are now screening my call, and they said the compressor still has not come in. Its September 9th and I am still without AC. They have so many complaints on ****** with the same type of issues with AHS and its crazy in AZ to not have AC for over a month and I dont see an end in sight. The compressor is readily available on many websites, so its not a supply chain issue.

  Business Response

  Date: 09/17/2024

  When working with a home warranty we do use the distributors that they provide. Unfortunately we were waiting on them to release the compressor. We do apologize that it did take so long, and the distributors did ensure us that they are correcting issues on their end to allow a quicker turn around. I know that does not fix what you went through but we do realize the inconvenience that this caused. We are happy that you allowed us to replace the compressor and you are now up and cooling. 

  Customer Answer

  Date: 09/17/2024

  
  Hello,

  
  Thank you for your response.

  
  Although I went through my home warranty company, they approved the claim and repair immediately. Regardless of whether the issue was with the distribution company or not, your company is still responsible for completing the repair in a timely manner. It would have been helpful if you had been more proactive in following up with the parts supplier. I called your office several times, and the responses I received were quite casual, with no real effort to investigate why the part, which normally takes 5-7 days, was delayed for an entire month.

  
  Its hard to believe that such a large home warranty company relies on only one distributor for compressors. If you value customer satisfaction, I suggest you address the concerns of your home warranty clients with the same level of attention as you do your cash clients. I have filed a complaint with *** and informed them that I will not accept any further repairs from Crispy Air. Additionally, My husband (owns 4 homes) my sister (owns 2) and my friends, all of whom have *** policies and live in **, will no longer accept services from your company in the future.

   

  Thank you,

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

• Initial Complaint

  Date:07/10/2024

  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 have American Home Sheild for warranties and on 5/21/2024 AHS sent Crispy Air out to service my ** for the summer months. the service tech was very nice and recommended an ** Float stating it would prevent any water damage in the future. I thought it was a good investment so purchased the Float for $****** the tech installed it within a couple minutes. On the eve of 7/5/2024 the ** starting running hot air, on the morning of 7/6/2024 the ** shut off completely I set up another appoint through AHS and after 4days with no ** in my home, the new company came out got my ** to work and then advised the ** Float was not installed correctly. They recommended I contact the installer and have them come out to correct it or replace it. I called and emailed Crispy Air on 7/9/2024 and got no response. I called again today and reached the company the lady curtly stated it was more than 30 days so no they'd have to have another work order. I asked pay again for the mistake your tech made on 5/21 and she arrogantly stated if it was over 30days it was installed correctly. I asked that she reach out to her mgt and ask that they review the issue, she stated again it wasn't them. Well, she's wrong it wasn't because today that so called float switch shut my system off again and now I'm back without **. Crispy had a responsibility to properly level and install that ****** switch on 5/21/2024, now to ask me to pay again for them to come out and quote fix it is insane. I've called another ** company to come out and replace what Crispy Air should make right with me. Since, I'll have to pay for another float and Crispy Air didn't want to consider doing the right thing. I feel they owe me a refund of ******. I have pups in my home and a brother with a heart issue, this isn't right of Crispy.

  Customer Answer

  Date: 07/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 4/4/24 and 4/7/24 Crispy Air came to my home to repair/replace my evap cooler via my American Home Sheild (AHS) warranty. They determined I needed a full replacement. AHS only agreed to cover the unit, but not the "modifications" needed for the replacement, which came to about $950. I continually reached out to their office to ask for details on the make/model being installed before I agree to pay $950 to install it. Each time I was told I would be called back the next day when the ordering department was in, never happened. ******* in the office was nice at first, but became much less-so on subsequent call. She sent me a text with a serial number of the unit. I responded that it doesn't provide info about what model it is. I called and tried to get clarification and received a photo of a label from the unit. The label has 6 different model numbers on it - none of them checked off. I asked which of the 6 it was and was told that "my guess was as good as hers" and the ordering **** would have to provide that, and would call me back, nope. My last call to them was on 4/23 where ******* told me "you shouldn't care what model you're getting because you aren't paying for it anyway." When I stated I was paying $950 for the intallation of modifications she responded that I was "still not paying for the actual unit." I asked for a manager and was told one would call me the next day, never happened.I contacted AHS for help in reassigning the service request to another contractor, but was told they would try to work with Crispy Air to resolve my concern. I spoke to AHS on 4/23, 4/25, 4/26, 4/30, and 5/7. Each time I was told that AHS was still waiting on a response from Crispy Air. I never heard from Crispy Air during that time either. On 5/17 I called AHS again. While on the line with them they were able to make contact with Crispy Air, which told them they closed my service request because "it had been over 30 days."

• Initial Complaint

  Date:08/02/2023

  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.

  Crispy air was sent out my my home warranty company American home shield for a routine check up in June of 2021. The guy said it was low on freon and the unit was too old to get freon for it and was going to go out soon so we would be better off replacing it and that my warranty company wouldn't cover any of it because of the freon is*** ... he was very convincing so we went ahead and decided to replace it. 3 guys showed up to install it, 2 of them left for hours, when they came back and started to install the unit it was dark and they had to use their cell phone flash lights to see. Ever since then it's been nothing but problems. The unit wouldn't shut off unless you used the breaker, I came home one day and it was 60 degrees, then once they got it to turn off when it got to temp the outside unit would keep running, out of no where just start sounding like a generator, last summer it couldn't keep up and I had to sleep and work from my pickup they said they had the heat strip on, now this summer it won't keep up again and they're now blaming my duct work. They've been out at least 12 times for different is***s. Time 11 the guy admitted that my unit had been installed incorrectly (which I've known since day 1). I've had two other companies come out to look and they've both said the outside unit is a 5 ton but all the components on the inside are for a 4 ton unit which is why it can't cool my house. Once I told them this they wanted an invoice, when I wouldn't give them the invoice because I don't want to drag another company into the middle of this they told me their communication would be stopped until they heard from my lawyer. ****** is the brand of the unit and they're the ones who told me I needed to get a lawyer to *** them. I wish I would've looked them up on the BBB before proceeding with them. I suggest staying far away from this company.

  Business Response

  Date: 08/03/2023

  We installed on 7.23.21. On, 7.26.21 you called to inform us that the unit had been running constantly. Our tech found a short in the system which they had fixed.12.13.21 You called saying the heating wasn't working we found the t-stat was wired incorrectly for heating. 6.4.22 We went out there when you said it was not working we found nothing wrong as the temputure was meeting the t-stat. 6.21.22 You called us again and at that time we found the compressor to be over amping so we replaced the compressor under the manufacturing warranty. 7.28.22 you called for a noise, which at that time we found nothing wrong. A year later on 7.3.23 you said that it would not go below 80 degrees. Our tech arrived and found your coils to be extremely dirty and needed to be cleaned. 7.7.23 Our techs arrived at your home and found that unit was slightly over charged and when the techs left they were getting a 27 degree split from the first supply register and ************************************************************************************************************************************ a trailer home with very thin walls and is not insulated the way it should be for this ******* heat. I called you the next day to check in and said the system had been meeting temp and was working good. 7.20 You sent us an email stating that you had another company out that stated that we installed the wrong size equipment (we confirmed with distributors with model numbers that the correct items were installed). We asked for the report from the other company so we can address each issues separately you stated that your lawyer instructed you not to and asked how this report was relevant to us. We stand by our work 100 percent and if another company found something that was missed on our install we would take responsibility and get it right for you. If you would like to provide us with the report from the other HVAC company we would be more than happy to address the concerns. 

  
  

  Customer Answer

  Date: 08/03/2023

  It's the same home that had the ** unit in it that would cool the home down. When it won't get below 82 degrees it's not the home's fault. My home is not the only manufactured home in the ***********. If you can't install an ** unit to cool a manufactured home then why do you do it and charge people? You told ****** it was my duct work, so now it's the walls? Is this because I told you my duct work had been cleaned and inspected? I was called 7/13 to check on it and it was early in the day and I said it's 79 right now so a little better, it's set at 76. I couldn't believe you thought that was fine. I called back the next day as it was back to 82 by the end of the day and was told someone would call me Monday, which nobody did. I had to email 7/19 to finally get someone to respond to me. The next appointment was scheduled for 7/21 between 1-7. I was called after 6pm with the guy saying he couldn't get to my house till 9pm or later. I didn't want someone coming to my home at 9pm to work on my ** in the dark. That's when I had another ** company come out. I told you what he told me was wrong. Just in case I had one more company come out to and they had the same thing to say, which is that the components installed in the furnace are for a 4 ton unit. I requested the invoice and report from you on what you installed on my home 7/23 and no response or report/invoice has been sent. If you stand by your work 100% why is it 82 in my home when the thermostat is set at 76? I don't know or care what the split reading is, I care what the temperature is. My husband has health issue and our home is too hot for him. You listed a lot of the times you've been out to my house, that seems like way too many for a brand new ** unit? According to your rating and reviews this is how you do business. 

  Business Response

  Date: 08/03/2023

  We will send you another invoice to the email we have on file.  2 visits to the home there was nothing wrong with your system. 2 visits were wiring issues. And 1 was a manufacturer warranty item issue. 1 visit was due to lack of maintenance. We had spoke at 2:30pm when you stated it was meeting temp.  Again, if you would like to send us the reports from the other HVAC companies we will be more that happy to address each issue with you. 

• Initial Complaint

  Date:07/27/2023

  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.

  Called to have the company come out and do a yearly check up. Advised no issues with both units to ensure working correctly. Appt was set for 7-26-2023. Advised by company the most experienced tech coming out. Fast fwrd to the date, tech Jah comes out. I advsd 2 units. Just need a check up no issues. In 5 min flat, he said he did a check and both units are leaking, we need two new units. He was here maybe 35 min. I advsd to do the check and let me know the outcome. Again, just said leaking (he could hear it). Really? No explanation. Wanted to know about filters. Said we change monthly. Asked if he needed to see the attic, said yes. Went up there took some pics, came back down. Said coils are ************ good. Again, never explained where this **** was. said it would really make sense to get two new unit's somewhere around 18k, but with the Home Warrnty we could get a upgrade trade, he would handle it all. Let be clear. I never asked him to do anything but the check unit and the outcome. He never gave me any numbers to explain the so called "leak". asked for pictures of the so called **** and said oh we will need to do a test. The report I finally got 6 hours laters (i had to call) that has two pics, no explanation but both units leak and waiting for us to move forward. See attached. What kind of tech comes out and does not communicate w/their customer on numbers or even see if something needs to be done. All he was focused on was new units. My units are only 6 years old and still under manufacture warranty. Who trains these techs to be upfront and honest. If there was something wrong, be known to them I will do my due diligence first. No way I am going to buy new units and it the tech/company to help the customer the best course of action. The tech refused to add refrigerant. I paid the company ****** for nothing. A shotty report with two pictures and no explanation, but leaks. I want a refund of my ****** back, company is a joke.

  Business Response

  Date: 08/04/2023

  I am sorry that you felt like you did not get a full service. With your call on **** it shows on our  GPS trackers that our tech was at your location for an hour and twenty six minutes. We have several more pictures that we can provide you. Our techs jobs are to inform the customers of all options that will help cool your home.  I left you a voicemail to go over your visit to better understand what happened at your service call. If you can give me a call when you have a chance I would appreciate it. 

• Initial Complaint

  Date:07/17/2023

  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.

  The company put in a new furnace and air conditioning system. When the job was complete I gave the person who supervised the process a check for over $12,000. I asked for a receipt, The person who supervised the installation stated he would send me a receipt. I never received a receipt. I called the office four times now and each time the lady answering the phone said she would send it. The last time I called she said she pulled up my receipt on the computer and was sending it right now. It never came. In my latest call, she said the installer placed my receipt on another company's form that he worked for, and they would have to correct it, She then said, be assured, you will have the receipt no later than the next Monday late in the day. The receipt was never sent. For some reason this company does not want to give a receipt, perhaps to avoid federal and state income tax reporting. They also left the wiring and piping that goes from the air conditioner unit to the house in shambles. I asked about that and I was always told a person would get back to me - as you could guess they never got back. This company has deplorable customer satisfaction. All I want is my receipt.

  Business Response

  Date: 07/19/2023

  I see that we were able to get that zero'd out invoice over to you. I am sorry for the delay as it should have been sent to you at the completion of your install. I will reach out to you today to schedule your post walk through with the install manager to address those loose wires and piping. Again, I apologize on the delay of getting that invoice sent over to you. 

• Initial Complaint

  Date:11/17/2022

  Type:Order 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.

  Crispy AIR & Heating was dispatched to my home to service a ac unit in September 2022. The technician lied to the warranty company about dog urine messing up the compressor & that the unit was not repairable/needed to be replaced. The technician thought I was a woman that was going to act on his opinion/word by allowing him to replace me unit without getting a second opinion. I feel that I was railroaded by this technician & I was lied to by the technician. The technician cost me a lot of money by lying to the warranty company stating the ac unit was damaged due to dog urine and that the unit was not repairable. Everything that I was told by ***** of CRISPY AIR & HEATING WAS A LIE. I will never allow Crispy Air to darken my doorstep for the repair of anything in my house. ******** **** ****** is never able to send Crispy Air & Heating out to my home again.

  Business Response

  Date: 11/17/2022

  Please see attachments. Working with a home warranty company we do have to provide pictures and diagnosis. The acidic from the pet urination has ate away at your coil causing your system to work harder which caused your compressor to go out. We understand how frustrating it can be to work with a home warranty company but pest damage is not covered under you plan. 

  Customer Answer

  Date: 11/21/2022

  Crispy Air has dishonest employees working for there company.  ***** LIED about the unit being unrepairable.  Yes it had dog urine on the unit, but the dog urine didn’t compromise the compressor, nor did the dog urine give ***** a reason to LIE through every tooth in his mouth about the unit being non-repairable.  Had he not told that lie the warranty company would have fixed my unit or at least sent for a second opinion.  

  The pictures show that the urine didn’t come close to the compressor to affect the compressor.  It’s really sad that the AC Company & ******** **** ****** are in Cahoots with one another.  They don’t mind taking your money, but don’t plan on giving you the service that you’ve paid thousands of dollars for.

  I want a negative score to go on Crispy Air record for a the dishonesty & the lies that have been told.

   

  Tyffani Robinson 

   

  Business Response

  Date: 11/22/2022

  We are not being dishonest. Your system was damaged by pet urine. Our pictures that were submitted to the home warranty were from your home and your system. We stand by our diagnosis and what was submitted to your home warranty. 

  Customer Answer

  Date: 12/04/2022

  I will not accept ******** **** ****** offer.  ******** **** ****** did nothing to even attempt to resolve the problem that I had.  ******** **** ****** didn’t request to have a second company to come to my home to give a second opinion nor did they do anything about the fact that I am a diabetic with migraines.  I can’t stay in a hot house, but they did nothing to keep me from staying in a hot house for a week.  I asked for hotel authorization, but that was declined.

  Crispy Air technician (Jason) lied through every tooth in his mouth.  They will never get the chance to darken my doorstep again.

  I want a refund from ******** **** ****** for the money I spent to make repairs that they was supposed to be making. I have had service with them for over 20yrs and this is the first time that a major item in my home has needed repair & they figure out how to wiggle out of paying.  It was ok for them to take my money for over 20yrs, but when its time for them to pay up they jumping through hoops to do everything but take care of the problem.  They are some low life’s that don’t give a damn about their customers all they care about is the money that the customer have to give.

  Please let ******** **** ****** know I work for the Postal Service and I know hundreds of people that has their services & I also know those same hundreds of people that I will make sure they terminate those service, because I’m the reason why they took a plan with your company.  I will surely be the reason they cancel there services & leave a grand review that will not be in your favor.

  I want a refund.

   

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

• Initial Complaint

  Date:09/21/2022

  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.

  Crispy Air is the provider thru American Home Shield warranty.The call was for leaking water from the interior AC unit, which is cooling Very well.After four failed attempts to correct the problem, an appointment was made on Friday 9/17 for Wednesday 9/21 between 1 pm and 7 pm - So I could be personally present on this fifth attempt & hopefully resolve the issue -They showed up @ 9 am on 9/21, without any prior communication, we could not be available for this sudden change. Although they were informed the unit has been nonfunctional for better than 24 hours, they would not honor their appointment and offer Friday 9/23 as the best alternative.

  Business Response

  Date: 09/22/2022

  Our technicians work very hard during the summer hours. We try to give the best accurate time frame but unfortunately with it being summer time, times can change. We apologize for the inconvenience this may have caused you.  

  Customer Answer

  Date: 09/26/2022

  Excuses are cheap - reputable business's keep their commitments.

  Business Response

  Date: 09/26/2022

  These are not excuses, they are facts. Parts can be defective that is why they offer the warranty on the part. We apologize on the behalf of the distributor, as a company there was no way for us to know the part was gonna fail within 6 months. 

• Initial Complaint

  Date:09/15/2022

  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.

  I paid a warranty claim of $100 deductible for my AC 4/22, which Crispy Air "repaired." Crispy used the wrong size part from the wrong manufacturer, causing another AC breakdown 8/22 - in AZ. The new warranty claim was $500 deductible, and was repaired by another company. Pictures of the wrong part, which shredded inside the blower housing creating potential motor damage, are attached. Certainly receipts for these warranty repairs can be provided as necessary. Crispy Air owes me $600 and has failed to respond to my inquiries; I have advised them damages will increase with continued dismissal of this issue.

  Business Response

  Date: 09/23/2022

  We ordered your wheel based off of your data plate, your system is a mechanical device and parts do fail. We installed the correct wheel. 

  Customer Answer

  Date: 09/23/2022

  Crispy Air refuses to ackonwledge the part installed was the wrong size & wrong manufacturer, causing another AC break down just 4 months after the part was installed by them.  During our conversation, Crisy Air said, "we just ordered the same part that was there before," after I had explained that very same part had been installed 8/21 - and failed 4/22.  Not a surprise the wrong part failed again 8/22.  I requested reimbursement of $600 for the two warranty claims I had to pay for and Crispy Air will not.  Therefore, the response is summarily rejected.

  Business Response

  Date: 09/26/2022

  As explained to you before, your system is a mechanical device, parts do fail that is why they come with a one year warranty on most parts. Your home warranty claim had a 30 day recall period and as you stated it went well past the 30 days, however if they had felt that it was due to an improper install they would have sent us back out to correct it. Again, we ordered the part off of your data plate and that is the correct wheel for your system unfortunately it was a defected part.