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:12/31/2024

  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.

  AIS Heating and Air Conditioning installed a heat pump system at my home on September 9, 2024. Unfortunately the compressor transmitted a loud noise into the house when operating, making it impossible to sleep. I requested a solution, and AIS installed a compressor blanket and a new starter, but these measures failed to resolve the issue. We were told by the *** representative that further efforts to mitigate the noise would have to be paid by us. I never received the promised estimate for these further efforts. After further inquiry, the representative informed me that the estimate and work would have to wait until after the busy winter season. This delayed response, combined with ***'s refusal to address the issue at their own expense, led me to seek a solution elsewhere, so I contracted with another company to replace the heat pump with a quieter one. The *** representative said that they would consult the owner and get back to me about a full or partial refund, but I received no further communication. I made repeated attempts to contact the representative and the company, including a letter sent by certified mail (attached), which was refused and returned. The company's guarantee specifies, "We do whatever it takes to make you happy - or we give you your money back."The invoice is dated August 6, 2024.

  Customer Answer

  Date: 01/02/2025

  I'm seeking a full or partial refund for the installation of a heat pump that is unsuited to my house, due to its transmission of excessive noise into the house's interior.  This is in line with the company's guarantee of customer satisfaction "or we give you your money back" (see attached guarantee)  The company took some steps to mitigate the noise, without noticeable effect.  When I raised the issue of a refund, the company ceased communication with me.  I paid $14,400 for the unit.

  

  Business Response

  Date: 01/14/2025

  on 11-7-2024 *********** Manger called ****** Residence and left a VM (attached is called that was recorded) 
  on 11-14-2024 *********** Manager called ****** Residence to set up time to meet on site to install compressor blanket as well assist kit  (attached is called that was recorded) 
  on 12-13-2024 ****** Residence called regarding noise issue "this is not going to work for us, we going to throw a towel and get a unit somewhere else" 
  As you can see we didn't even have a chance to make any additional corrections, client decided to get a new unit by other vendor. From the 11-14-2024 to 12-13-2024 there was no communication from the client. Not sure how AIS is at fault here, when we tried everything to get this resolved, client is definitely made up his mind without giving us the opportunity to fix the noise.  The flex connecters that we were going to do was at no additional charge. 
  on 12-16-2024 *********** Manger called ****** Residence and left a VM  (attached is called that was recorded) Stating we can install noise vibration pads, make necessary changes. 
  on 12-17-2024 *********** manager spoke to ****** Residence , they decided to go with other vendor  (attached is called that was recorded) 
  The letter that was send to us on December 23rd we never received that letter. So not really sure how are we at fault here and issue full refund based on what? Client used our unit for 4 plus months, we never got the second opportunity to make adjustments. All the calls are recorded and attached in this replay. Feel free to reach out regarding this matter. 
  
  ****** A Sojkic 
  ************

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22752351
  
  I am rejecting this response because it is not truthful.  I would like the BBB to advocate for a refund.

  The owner says that I failed to give his company the opportunity to fix the noise and that From the 11-14-2024 to 12-13-2024 there was no communication from the client.  He also says, The letter that was send to us on December 23rd we never received that letter.  These are all false.  Here are the communications I had with the company during the period in question.

  On 12-3-24 I spoke with the Service Manager, informing him that his previous installation of a compressor blanket and starter assist had not mitigated the noise problem.  He suggested that the noise was likely being transmitted through the ductwork and recommended the addition of a flexible boot connector, but at my expense.  I agreed, and he said he would provide an estimate for the work.  He did not do so.

  On 12-9-24 I spoke with the Service Manager to remind him that I hadnt received the estimate, and he informed me that he couldnt do the estimate or the installation until after the busy winter season.  This delayed response, combined with the companys refusal to address it at their own expense, led me to seek a solution elsewhere.  I arranged for the installation of a quieter unit from a different company.  I informed the company office of this decision on 12-13-2024.

  On 12-16-24 the Service Manager contacted me.  He said that the company would now pay for the new flexible boot, but he couldnt give me a time-frame for the installation.  When I explained my decision to go elsewhere, he told me that in such situations the companys policy was to issue a full or partial refund.  I spoke with him again the following day (12-17-24), and he said he would take up the issue of a refund with the owner.  He promised to get back to me with a response on ***** or 12-19.  I never heard from him again.

  On 12-17-24 I sent the Service Manager the following text message: Dear ******, We just spoke, but Id already written this, so I thought Id send it  We made our decision based on the understanding that *** had done all that was appropriate to mitigate the noise, and that other measures (flexible boot, etc.) would be on my dime.  It wasnt an easy decision.  I appreciate all your help and concern.

  On 12-19-24, I left the Service Manager this text message: Please let us know about the refund situation.  I also left a message on his phone.  Later that day I called the company office, and the company representative told me that the Service Manager was not in, but that he would call me the following morning.  He never did.  

  On 12-24-24, I mailed a certified letter (dated *****) to the company detailing my complaint and my request for a full or partial refund.  The *********** returned the letter to me the following week with the notation RFS, meaning refused.  The *********** delivered my certified letter, but the office refused to accept it.  

  In sum, the company failed to solve our problem in a timely manner, then cut off communication when I raised the issue of a refund.  The owner is now lying to the BBB.  All this to avoid honoring the companys guarantee, which states, We do whatever it takes to make you happy or we give you your money back.  No excuses.  Let the buyer beware.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/16/2025

  All phones calls were recorded for your record and have been emailed to BBB. There was no communication from 11-14-2024 to 12-13-2024 no phone calls no text messages. If Mr. ****** has them please send them my way I'll be more than happy to review them.

  Correct you did speak to ****** about flexible connectors and we agreed to do that modification work for no additional charge but you already made a decision to get the unit installed by someone else. What was I suppose to do? Flexible connectors were made and ready to be installed. 

  We are not lying to BB Mr. ******* I'm just being honest here, been doing this for 22 years and you are the first client that's requesting money back on something that we didn't even get chance to fix. So how am I lying to BBB, when you never gave us the opportunity to fix this matter, after multiple VM were left with you. Every time you called our office we called you back and if you didn't answer we left you a VM. So don't blame everything on AIS

   

  whatever it takes to make you happy or we give you your money back.  No excuses.  We Stand By this!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!  

   

   

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22752351
  
  I am rejecting this response because the owner continues to be untruthful about my interactions with the company and denies that I provided ample opportunity for the company to fix the problem. The conversations I had with the Service Manager during the period in question were on his phone number, ************.  On 12/3 and 12/9 the Service Manager conveyed to me the company's unwillingness to cover the cost of further noise mitigation and that any work would not occur until after the busy winter season.  On this basis, I decided to seek a solution elsewhere.  I asked for a full or partial refund, pursuant with the company's customer satisfaction guarantee, which the Service Manager promised to take up with the owner.  The owner now denies that these conversations took place.  This is simply untrue (as I can demonstrate by the logs on my cellphone).  The bad faith on the part of this company - particularly by failing to honor its guarantee - should be reflected in a lowered BBB rating.  Let the buyer beware
  
  Sincerely,
  
  ****** ******