ComplaintsforLucky Air, Inc

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have spend over $8,000 with Lucky Air over the course of the last 6 years. The last time they came out the charged us $1058.75 to fix our air. They came out and caused more problems where our unit began to leak. That is not a coincidence. Our unit leaked into our bathroom and started lifting our vinyl floors and the baseboard. When their technician, *********************, came to our home to investigate the problem, he was rude and very unprofessional. He unplugged our unit during his investigation and got angry because we did not want to further do business with them for our lack of trust in them. He left our home hot and refused to put my unit back like he found it. He pay an annual fee for Lucky Air *** to service our air which includes 3 visits to our home. Since we do not trust them we are seeking a refund for the remaining visit which would be in November. We pay roughly $150 annually for the service.

  Business response

  07/05/2024

  We have resolved this complaint. we have since been back out to customer and fixed there issues. please contact customer to confirm. She advised us she was removing this complaint

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I first started with Lucky Air, they provided veteran discount and prices. The one and ONLY good service I had, was the first time they came. Ever since, they charge you for stuff they are supposed to bring, like extra air filters for your house, it just happens EVERY time, they dont have the sizes. They are EXTREMELY unprofessional and obviously they dont know how to bill or have the correct accounting in place for fraud. They have continued to bill us when we canceled with Lucky Air, for an amount double to the contract, yet they cant seem to provide the contract. We have our original contract, we want to see if they even provide the same contract or provide something different. Do not use this company. Do not use the veteran discount. They have one lady who works in the office and handles everything. Okay.n thats not shady at all. They cant refund money on people who canceled. You have top rove they charged your account. Ive NEVER heard or seen of a business that runs like this. This should be investigated for fraud and defrauding the public. If this is how a business is ran, they need to be SHUT DOWN!!! IMMEDIATELY. This business needs to be put out of business before they continue their fraud. Or we will file a lawsuit against them. With the amount of complaints against them, should be a warning to the company. Obviously its not and they are not providing a decent service nor can they continue to charge when we canceled our business. These are corrupt business practices that should be investigated and immediately dealt with.

  Business response

  11/20/2023

  We have refunded this customer his $159. It was charged by mistake By our CRM system. 

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Vendor refused to honor the 10 year parts warranty and wanted excessive amount to do test that cost $742 while most common charge from other vendors are in the $300s. Wanted to sell a replacement and not honor the warranty.

  Business response

  08/20/2023

  This customers system is 8 years old and no has a refrigerant leak. We are 7 years passed the one year labor warranty we provide per CSLB. We charge 750 to provide a extensive leak check.  
  home owner didnt want to pay for our services . He then became hostile and violent. At this point we told him we will not be doing any work w/ customers because he refuses to pay our fee and now has us convened for our technicians safety. We will do work w/ hostile customers 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 8, 2021, we, **** and ****** ****** purchased an air conditioner unit from Lucky Air, Inc. for $8,521.33 for our home at *** ***** ******. The technicians installed the unit, turned on the system and within sixty seconds turned off the system, they never checked the air flow from any of the vents. Rather, they for an "emergency" call immediately after turning on/off the system for one minute. They did not instruct us on the basics of the system, i.e. on/off, temperature control, etc. they simply left. We are an elderly couple who rarely use the temperature system in our home (AC or heat), we have a fixed income and do not incur additional costs if they can be avoided. Unluckily for us, we didn't need the AC until August 31, 2022, eighteen months after installation to discover the system does not work. On September 1st, Lucky Air placed us on the register and stated they would call us back when they had an appointment. On September 3rd, my wife had to call Lucky Air again, they stated she would now have to pay an after hours fee for an appointment they couldn't schedule until September 7th. On September 7th, *******, Lucky Air technician arrived at 6PM and checked the outside unit then went into the attic around 6:15PM. He exited the attic around 6:30PM and returned to the attic with additional tools around 6:35PM. ******* did not exit the attic until 8PM, after being aroused from a nap by my brother-in-law looking into the attic to see why there was such a delay. Within 5 minutes of his awakening, ******* made a few adjustments and the attic was frigid within seconds but only the attic, no cold air was coming through the vents. He stated there was a hole in the copper coil, a manufacturer quality control mistake and it would need to be replaced. The coil would be covered under warranty but the labor would not, as it has been past the twelve month warranty period (04/08/21-04/08/22). SEE ATTACHED.

  Business response

  10/07/2022

  We installed this system to code and system worked perfectly. They called us 19 months later and said system is not working. 

  WQe detected a refrigerant leak inside manufacture coil. Coil is under warranty but labor has expired after 1 year. We gave them a quote to rplace w/ labor and refrigerant only (coil under warranty)

  The daughter then became very nasty  started screaming at my technicians and office staff. She then called office and threatened to give bad reviews and sue co. 

  We followed all CSLB guidelines as we always do. It is very common these days that people try to threaten you in order to get something for FREE. This is a unethical practice that is far to common these days.

  We always do everything in a professional manner and by the book. 

  Customer response

  10/13/2022

   I am rejecting this response because:
  
  

  The response from Lucky Air is completely false.  They did not follow CSLB guidelines, they did not install the unit to regulatory code, as a matter of fact, they never filed the permit with the city of Chula Vista nor was the unit expedited prior to their departure.  I do not see any additional documents from Lucky Air showing the unit was working, as they indicated.

  
  

  Additionally, the only person who was being nasty in this situation was Raven (Lucky Air Supervisor) including but not limited to abusive and offensive language.  Furthermore, Raven confirmed the technicians that installed the unit have been terminated from Lucky Air because they were "bad apples" and had a history of installing units improperly.  Their response is simply rude and difficult to understand as it contains many grammatical errors.

  
  

  From my understanding, they have no proof the unit "worked perfectly" when it was installed, they have zero documentation showing it allegedly worked.  

  
  

  Please keep in mind, my wife and I are 80 years old; the technician did not show us how to turn on the unit and we did not turn it on until August.  This was 16 months after installation, not 19 months as stated in their response.  The until was under "warranty" 4 months earlier.  A four month delay (during COVID) to use the unit while under warranty should not be a loop hole for Lucky Air to escape their negligent installation.  

  
  

  Bottomline, they did not install the unit correctly.  If they had installed the unit correctly, we would have not filed a complaint with the BBB.

  
  

  
  

  Business response

  10/13/2022

  The system was working perfectly and here is the invoice they signed after work was complete. We also came back out when they called about unit not working. (9-08-2022) We went and found unit has all refrigerant leaked out. We did a dye test and found leak inside evaporator coil . This is a manufacturer defect. We quoted a new coil under warranty but labor and the refrigerant are not included just the coil itself. We provide a year warranty on all labor per CSLB law. This actually has been something we have seen a lot of in the last 4 years. It is completely on manufacture not the installation . They were upset and it is understandable but we have done everything according to contracting law and cannot do the project w/o Homeowner paying for labor and refrigerant. They have NO right to slender My company. They have sent several defamatory reviews that if they do not remove I will be forced to file lawsuit for slander. We have been in business 18 years and always take care of our customers. It is by no way our fault the coil has a manufactured defect. and it has passed the 1 year labor warranty.. We also found the unit to have been tampered with when we returned.. Picture are attached w/ signed invoice after work is complete. We also never said we had bad apples as employees. They are no longer w/ the co. because we shut down our san diego office. 

  Customer response

  10/18/2022

   I am rejecting this response because: I do not see any photos attached.  It is described as the unit was "tampered with" however, it should be made clear that Lucky Air, Inc. Technicians are the only individuals who have ever went into the attic and touched the AC unit.  To be clear, the unit has never been touched by anyone else, only Lucky Air, Inc. Technicians.  Therefore, the "tampered with" was the initial Lucky Air, Inc. installation.  As previously stated, Lucky Air, Inc. does not have photos of the original installation, nor did they obtain the necessary approval from the city.  

  
  

  In summary, Lucky Air Inc. Technicians installed and tampered with the malfunctioned unit that did not adhere to regulatory code.  We are an elderly couple that trusted Lucky Air, Inc. advertised "Money Back Guarantee" and were not made aware of the one year warranty nor were instructed on how to turn on/off the thermostat.  Lucky Air, Inc. has no proof the unit was working properly when installed.  In August 2022, Chula Vista had a historical heat wave causing a medical emergency for my wife and I, we asked our daughter to turn on the AC.  This is how we discovered it was not working, in the late night with inside temperatures in the 90s.  While I understand the historic heat wave was four measly months after the one year warranty that no one explain expired nor that the San Diego office had been closed.  This four month delay in discovering the unit is broken does not discredit the malfunctioned and tampered installation by Lucky Air, Inc.  Literally, no one has entered the attic from the time the unit was installed until the time the unit was inspected; both times by Lucky Air, Inc. technicians.

  
  

  Lucky Air, Inc.'s lack of professionalism, accountability, and integrity is unethical.  What are the next steps to mitigate these damages? 

  
  

  Thank you.

  
  

  
  

  
  

  
  
  

• Initial Complaint

  08/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Whent to lowes in hemet to get a Tune up special they sent Lucky Air sales person was great ***** *******l sold us a Unit for 12k. When Lucky Air I stalled it was Downhill from day one Left trash in attic trash in driveway Loose A|C Unit. Not cooling like it’s supposed to called office sad to say but never returned call. Called again sent s tech after inspection found A/C condenser DAMAGED drying install I took pictures send it to ***** *******l. Just replied will send some on to check it. This was in February Now it’s August weather 110 degrees and still no ac working properly. Called again they sent a new tech Came and dissent the AC. Week later still. No ac had to install a separate ac unit on window for elderly relatives. BBB. Please HELP I don’t know why LUCKY AIR INC doesn’t care about customers. My biggest mistake was goin to lowes and getting them to send Lucky air I haven’t complained much but they are taking advantage of the situation. Please help I don’t know what to do Unreliable companies like this should have been warned I would have paid for higher qualified company till this day no returned phone call no message and no update on when they can install a unit that was supposed to work properly since day one Please I NEED HELP. also keep this unreliable companies from hurting other customers LOWES AND LUCKY AIR NEED TO DO WAY BETTER PLEADE HELP

  Business response

  08/18/2022

  We have been in contact w/ customer and have ordered the failed part. It is coming from Texas and will be installed next week. We have responded to every issue from customer. This complaint is not valid.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/13/2022 appointment for an Air Conditioner tune up. Tech broke my AC. Went to Home Depot and tried to replace the fuses. Took my old fuses and never returned them. 7/14/2022 no follow up from Lucky Air, but when I called they claimed my AC was already broken, old, and needed refrigerant. Called central office, lady was rude said she was scheduling it. I said ok as it was a tense conversation, in which she was mad that I was laughing at their lack of follow through. My tenant called and there was some profanity used, I am sure on both sides. Yet the company broke my AC and refused to fix it. Never replaced my fuses and now refuse to fix it based on the customer service calls. I put in a customer service complaint to no avail. Lucky Air reviews online say it all. I wish I never called their unprofessional team.

  Business response

  07/19/2022

  This statement is completely false. The unit was non operable upon arrival

  It had No refrigerant and a locked compressor. There is no way 

  We did anything to cause this pre existing issue 

  When your tenant called you was so rude and aggressive 

  Using several profanities. We also have the call recorded. 

  This is a obvious ploy to try to get something for nothing 

  We have all the proof on are CRM system to prove system was not working at all 

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * Date of Contract: 8/12/2021 * Amount of sale: $9,920.70 * I was promised a Goodman 4 ton 16 seer A/C system that would run very quiet, I was also promised that Lucky Air Inc., would pull a permit. They failed to do so. I made it clear to my sales consultant, *******, that I needed to be in compliance with the HOA before the job could start. We are a gated community. * My dispute is this, Lucky Air Inc., would not live up to their customer commitment, and informed the Service finance Co., not to refund my money and that they did all they could to resolve the noise factor that the low-tier Goodman unit was putting out. I feel very cheated! I informed the "Service Finance Co." right away of my disfactisfaction with Lucky Air Inc. * The problem was never resolved between Lucky Air Inc., owner - ******* *****, and myself. I asked for a better system and the new estimate I received from the owner was 3x the amount compared to his compitition. This is so unfair, and to make matters worse, the Service Finance Co. informed me that Lucky Air Inc., reported to them that the job had been finally completed so that they would receive payment. ***** *********, an agent for the Complaint Resolution Department informed me that a payment was disbursed to Lucky Air Inc. ***** *********, also claimed he called me once by telephone, to verify my satisfaction. Please note: I never received a phone call message to my Cell: ************ or to my second provided number, ************, nor did I receive an email to this effect. I'm not too surprised being that Lucky Air Inc., refers their customers to the Service Finance Co. Their contact number is ************. * Account/order tracking number Lucky Air Inc. #***** * Account/order tracking number Service Finance Co, #******* PLease refer to the following attachments for further explanation. Thank you and may your day be great. Respectfully, ****** ******** ***** ******** Drive Menifee, CA. ***** ************

  Business response

  11/30/2021

  WE have completed this job exactly per our signed contract. Customer complained the unit was load, so we went the extra mile and installed a sound blanket on compressor and foam filled refrigerant lines so reduce noise. This was done at NO additional cos to consumer. I went out personally ( I am the owner) and listened to the customer complaints. 

  I also listened to the unit and took a recording. It actually was very quiet. We also did get a permit for this job. This home owner wanted a different system after we completed job. we gave quote for it and he didn't want to pay difference. Everything was done to code and per contract.  

  Customer response

  12/02/2021

   I am rejecting this response because:
  
  

  Dear *******,

  
  

  Thank you for returning my call today. As you know, I am very concerned regarding the many attempts to settle this matter with Lucky Air Inc. On my part to move forward in a positive direction. I have not been successful thus far. Please be aware that Lucky Air Inc., never pulled a permit as promised before the installation could take place as I am accountable to the HOA rules and guidelines. I explained this to the sales consultant, *******. He promised this would be done before the job could take place. That was good enough for me. However, that wasn't the case regarding the Goodman unit.
  

  
  

  *******, please keep in mind as an attempt to resolve the noise issue coming from the newly installed Goodman unit, the owner is still refusing to make good on his promise that the new A/C unit would be much quieter then the unit I had before. What he has offered to do now is to sell me an upgraded unit to replace the outside unit in order to have a more efficient and quieter unit at 3X the up charge then his competition. This is not fair at all nor did I ever ask for a cheep system as he stated to the finance company. It seems that with a low tier unit the dealer makes a higher profit such as the Goodman unit sold to me. Look, I am not an expert and was relying on the sales consultants recommendations, to which I am not happy at all. Please come and listen to the unit for yourselves so you can understand my complaint regarding the noise factor. At this point if the owner of Lucky Air Inc., is not willing to sell me a better unit at a fair price according to his competition and to pull a permit without unnecessary up-charging as Lucky Air Inc., is trying to do to me, then I am respectfully request that he removes the Goodman unit and refund the finance company in order for me to be fairly reimbursed for the inconvenience it has caused myself and my two disabled dependents. Thank you and may your day be great.
  

  
  

  Respectfully,

  Al ********

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

  Business response

  12/14/2021

  We have already gone above and beyond for this customer. We installed everything based upon a mutually agreed estimate/ contract. We even put a sound blanket on the compressor (not included in estimate) and several other minor things to further quiet down the unit. Which is not loud at all. I will be completely candid about this customer, He is lying and trying to do a smear campaign because he wants a upgraded unit which we offered but he didnt want to pay for. He wanted our most economical system. Now he is trying to get a free upgrade. Everything we did was up to code and we pulled the permit. We are also contracting in over 10 retails/ Lowes stores across southern ca. So we do everything by the book. when hotter which is not true either. It was 85 that day 

*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. ↩