Complaints

This profile includes complaints for Air Temp Solutions HVAC & Plumbing Contractors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Air Temp Solutions HVAC & Plumbing Contractors

  211 Lake Dr Ste J Newark, DE 19702-3320

  
• 

  Air Temp Solutions HVAC & Plumbing Contractors

  329 S Rehoboth Blvd Milford, DE 19963-1531

  
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  Air Temp Solutions HVAC & Plumbing Contractors

  521 Otis Dr Dover, DE 19901-4645

  

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:03/22/2025

  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.

  This company was hired to repair my heater/hot water tankless unit (upgraded 2 in 1 system) on Feb. 7th, contract for the work was signed on the 11th. Work was completed around the 17th and by the 19th It was not working again. I called the office and scheduled an apointment for them to send another tech on the 20th. On the 20th, the tech called me and stated he would not be coming to the house to look at the unit again because the owner said so. i called the office and spoke to the office manager and was told that the owner refused me service as they just did "some work" and was not coming back until the balance of the contract was paid in full. I explained to her that the tech knew there was still an issue as he informed me that there was still an issue and would need permission from the owner to fully complete the fix. And he denied his request. My contract comes with a warrenty that is not being honored as well as the work was obviously not completed as the unit has continued to leak water on my basement floor and is not working. This is also something that I comunicated to the tech and the tech explained to me that he knew about the leak because a component was cracked and he that also be informed the ownerer as another part was needed to complete the job fully. The tech also informed me that owner refused to acknowlege the needed part for a full repair. I called another company to look at the unit and they found additional issues that they say would and should have been obvious to the prevous tech. And the issues were obviously ignored by the previous tech because the main issue being that the unit was leaking gas and could have blown up my home with us in it as we smoke, the another being issue being the leaking water that was leaking when this company was originally called. The leaking water was wetting the inside control panel and this is why it stopped working in the first place. So the leak should have been delt with before any other work was started.

  

  Business Response

  Date: 03/24/2025

  The customer system was in need of other repairs.  We presented these options and pricing.  The customer choose the options and pricing that they were comfortable with.  The main issue that we did repair, was a control board that was not functioning anymore. Once the control board was repaired it allowed us to help determine the remaining repairs that would be needed, since the control board gives feedback on the system and the issues it is having, this repair needed to happen first to be able to determine the other issues.  The work was complete as contracted.  The additional repairs that were needed would be an additional cost as original presented.  The work that was completed has not been paid for in full yet.  As our normal business terms are cash or check upon completion, we can't extend ourselves for further repairs until the original bill is completed within the agreed payment terms.

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I signed the contract under duress. I have 7 children, it was actively snowing, and I had no heat or hot water in my home. The contract that was signed was only for part of the repairs that were needed. They neglected to tell me the whole story during the investigation stage of the issue. The unity is cracked on the inside of the machine (Shown in the pictures they provided; I didn't see the crack until I needed to hire the new tech and he found it in the pictures), therefore, it was not known to me what the actual issue was. Other than it was leaking on the floor and not working with error codes. Their tech came and took the unit apart to investigate and troubleshoot the issue with the manufacturer on the phone. At no time did he tell me or them that something was cracked and spraying water on the control panel. Now that I have hired a new company to fix the machine properly, they have informed me that the crack inside of the machine was continuing to spray water on the control board causing it to malfunction again.Sincerely, Regards, Complaint ID: 23103027    

  

  Business Response

  Date: 04/03/2025

  We have done everything we can for this customer.  She has not completed paying for the repairs that were done to her home so we can not start to address the other issues with her system.  This was made clear to her at the time of service that due to the financial constraints we were not going to be able to address all the issue at that time.  We did what we could to get the system function again with the limited resource that could be afforded.  Once payment for the repair is made we are more than will to discuss further repairs.

• Initial Complaint

  Date:09/30/2024

  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.

  At the end of June we called air temp solutions because are air was not working right. On this visit we signed up for there service plan and the technician said he couldn’t find anything wrong, they just changed the air filter. This was on a Tuesday. Saturday comes around and the ac starts doing it again. I call them again and they send the same technician out and this time he says are ac is not going to work because the expansion valve was not working. They gave us a quote to replace the whole coil in the inside unit. On July 1 I signed the quote and they said they ordered the part. In this time I went out and got a couple window units to try and keep the house cool. It was enough to keep the living air temp decent but not the whole house and with three kids it’s hard on everyone at night. Two weeks went by and didn’t hear anything so I called and they told me they have no update and said I would get updates daily. They did do this. Two more weeks went by and the part was said to come in. So I took off of work so they could come out and install it. When they got here they said they are waiting for the part to get brought to them and they were going to check to make sure the right part was ordered. Time went by and they ask me to come out to the van and showed me a big box and then go and tell me the part was order wrong it was the coil for the outside unit and said they had to re order the part. So another month went by and was told the part came in and they could send someone out that afternoon. So I got off work early again and meet them at the house and they installed the new coil. After they installed it I was told that this didn’t fix they problem that new sensors at to be ordered. Two more weeks went buy and they told me that a board harness and sensors came in and they tech would be there on the 18 of September to install them. They were here 10 mins and came and said the part was wrong again. A week went by and the called and said they can’t get the part

  

  Business Response

  Date: 10/01/2024

  
  Dear Sir/Ma’am:
  
  We serviced ******** ************ at his request and found that the system was not blowing cold air.  Upon initial inspection, the change of air filter did allow the system to begin operating as normal.  This normal operation only lasted a few days and he called us back out.  During this time, we found the eev valve to be not operational.  It is our policy to recommend total evaporator coil replacement in instances like this, as there is a high likelihood that replacing the valve will either reveal a functional issue with the coil or even lead to a functional issue with the coil.  We made our recommendation, Mr. ************ agreed, and we ordered the coil.  The manufacturer of this equipment sent the incorrect coil and it had to be sent back for the correct one to come in.  Upon installation of the coil, we discovered that some sensors required for proper function were also not operational.  We ordered these sensors and as a precautionary measure, ordered the control board and wiring harness.  The sensors and board came in as expected, but the wiring harness that was sent to us was faulty.  We discovered that the manufacturer does not make these wiring harnesses anymore and that any such harnesses that they could send us were used and taken off of existing machines.
  
  At this point, we contacted Mr. ************ to advise against continuing down this same path with their manufacturer, as we were told that the wiring harnesses would be used and salvaged from old machines.  We offered to apply the payments that he has made thus far to a new replacement system with 10 year parts warranty for peace of mind.  Mr. ************ was open to this suggestion, as he had grown weary of the process with his manufacturer.  Unfortunately, his credit application for the balance of the system replacement was denied and he was unable to move forward at that time.
  
  Air Temp Solutions has approached this in good faith with Mr. ************, and the manufacturer’s deficiencies has led us to this point.
  
  Our offer remains valid for Mr. ************ – we can work out with him an option of replacement, providing that he can financially take care of the balance.  We can also get him a used wiring harness from the manufacturer, but we do not have a time frame from them on how long that will take.

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.What they are wanting to do is rig the system to work not the correct way and that is no right they are wanting to put two system together that don’t belong together. And the part they are saying they can not get can be gotten they are just trying to get me to spend more money and that is wrong. I just want them to come get the part they put in that doesn’t work and give me my money back. Since they put it in the ac has not ran. We just want are money back   Regards, Complaint ID: 22361413    

  

  Business Response

  Date: 10/09/2024

  We continue to operate in good faith with Mr. and Mrs. ************ and have been in touch with them since our last response.  As mentioned before, the manufacturer of their equipment has advised that the part needed is no longer in production, but they could possibly get a used part for us, with no ETA given.  When we learned that information, we advised Mr. and Mrs. ************ that we had little faith in that option and that system replacement would be a better experience for them.  We have now provided three options to the ************s, all of which remain valid:
  
  Full system replacement with payments already made credited toward that new system.  They initially agreed to this but were unable to secure financing to cover the remaining balance.
  Continue to source the needed part from their manufacturer, with full knowledge that the part will be used and there is no ETA provided.
  Most recently, we discussed the idea of replacing their air handler (which is basically the entire interior workings of their system).  This option would also allow for crediting of monies paid toward the replacement.  This option would be considerably less than full replacement, and the air handler that we’ve sourced will work fine with their outdoor equipment.  This would solve the issue that they face.
  
  At this point, if the ************s would like to pursue option 2, we will agree, but because we are at the mercy of the manufacturer, we have no ETA to provide.  For this option, we warranty only our workmanship, and make no guarantees as to the quality of the part that the manufacturer provides.
  

• Initial Complaint

  Date:07/09/2024

  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.

  In January 2017, we contracted with Air Temp to repair the well that serviced *** *** *** *** ***** *** *ownsend DE. The company had worked for 4 days trying unsucessfully to do that and DNREC would not issue another well permit since Artesian Water service was available. On 12/12/2017, Air Temp installed the public service water lines to both properties and gave a 10 year warranty on the work In early May, 2024 there was alot of water accumulating in the front yeard of 310 Old State Rd. After exhausting other possiblities for the leak, Artesian Water Company was called. They determined that repair of the leak was the property owner's responsbility and gave us 5 days to make repairs. Air Temp sent a techician out who was aware of the warranty but daid the problem was Artesian's and besides they didn't have the equipment to dig the trench. Mean while Artesian was threatening turning off the water. Boulden Bros was contacted and confirmed the problem was the property owner's not Artesion. They charged $5588.00 for the work that we thought was under warranty with Air Temp. We still have a warrany on the service line Air temp installed at 314 Old State Rd. and wonder if it is valid.

  

  Business Response

  Date: 08/12/2024

  To Whom It May Concern:
  
  We are in receipt of this complaint and are reviewing internally.  We will provide an updated response as soon as possible.
  
  Sincerely,
  
  Air Temp Solutions

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I am so sorry I missed the orginal email dated August 19, 2024.  I want to keep the case open since Air Temps' response was that they were "reviewing the complaint". Therefore I have no resolution of my original complaint that they gave me a 10 year warranty on the work and when asked to repair the waterline under warranty they refused.  I had to contract with Boulden Bros.  to get the water line repaired and would like to be compensated for the additional work. Thank you, Regards, Complaint ID: 21963897    

  

  Business Response

  Date: 10/09/2024

  In 2017, we were contacted by the customer to diagnose and eventually repair underground piping.  It was our policy then and it is our policy now that we will engage in repair of underground piping between the water meter and the home.  We consider anything on the street side of the meter to be outside of our scope of work.  We performed the underground piping repair between the customer’s house and the water meter in 2017 satisfactorily and to our knowledge the customer has had no complaint resulting from the work that was performed by Air Temp Solutions.
  
  In May 2024, the customer contacted Air Temp Solutions for standing water in their yard.  We dispatched our plumber and determined that the leak present was on the street side of the meter, not in our 2017 scope of work, and thus not covered by their warranty.  Our representative on site told the customer that this repair was not our responsibility, and that they should contact their water company.
  
  Our position is that we were contracted to perform work in 2017, performed that work as agreed upon, and a problem arose that was outside of our scope of work.  Our work is still under warranty as customer has stated, but the warranty does not apply to problems that arise outside of the work that we performed.

• Initial Complaint

  Date:01/04/2024

  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.

  12/21/2023 scheduled an emergency service for no heat. We have been without heat for over 2 weeks now. We have been getting by using space heaters. We paid Air Temp Solutions $3500 for our HVAC system to be repaired and for a service plan. The first technician that came out and ordered a fan motor. The second technician came out two days later and discovered that the previous tech didn't completely diagnose the problem. Then he ordered the defrost control board. We have made multiple attempts to resolve this with the company and we keep getting the run around and excuses. They keep scheduling repair appointments and then do not show up . At this point it is an extreme emergency as we are expecting colder temperatures and snow this weekend. This company is untrustworthy, dishonest and takes advantage of the consumer. No one should be treated in this manner.

  

  Business Response

  Date: 01/04/2024

  ***** as we understand your frustration we did make you aware that it is out of our control when it comes to manufacture OEM parts. Our intent is always to get you up in running ASAP. As we said  we are unable to control supply chain and unfortunately that is creating a bad experience. Your System as the tech said took out the motor and multiple wires as well as defrost board. I know the price to repair it is frustrating as well as this is act of God you can ask your homeowners to pay for it, we are doing the best we can for you. We needed the motor first and on second trip is when the tech realize they mice destroyed more than just the motor. We will have you up and running tomorrow.

  Customer Answer

  Date: 01/14/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answeres Regards, Complaint ID: 21097707The first technician you sent out didn't diagnose the issue completely. He was only there for 15 minutes. checked the capacitor & fan motor said it was bad. Closed the system up and left.  He was more worried about going home at 5pm. The second technician that came out installed the new fan motor not knowing the first tech didn't check the entire system. Once he found out what caused the fan motor to go bad he ordered the OEM Defrost board. Once that came in the tech came back out and installed it but because the tech installed the new fan motor and the Def board was bad it also fried the 2nd motor. So now another fan motor had to be ordered.  The fan motor is not an OEM part,  it is a universal part. If your original  tech did his job properly this wouldn't have taken 3 week to repair. You customer service/dispatcher is far from adequate,  they scheduled several appointments in which were canceled by your company because parts didn't arrive and/or the tech just never showed up. We weren't even notified of what was going on. We had to do all the follow up ourselves. Your company didn't show any empathy or urgency in getting this resolved, there was always an excuse, never taking ownership of the situation.      

• Initial Complaint

  Date:10/24/2022

  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.

  Isigned a contract and paid for a new American Standard HVAC system to be installed in my home in May 2020. The system was installed in July 2020 and per the contract, the HVAC was supposed to come with 10-year warranty on parts, 20 year warranty on heat exchanger, 10 year warranty on compressor and 10 year warranty on Labor costs. The first year of preventive maintenance was free and then I was required to pay for inclusion into their warranty maintenance agreement annually ($238 or so) in order to comply with all of the warranties. I made the company aware on several occasions that I wanted the maintenance agreement if it was required in order to maintain my warranties because I had just spent $8000 of my savings to install this unit. The first year was free so I would not be required to pay for this service until this year in 2022. Recently, this month in October 2022, the HVAC stopped working properly and the heat is not working. I called them for help and they advised that because I had not paid for their warrant Maintenace agreement I have to pay for all repairs. However, the 1st year was free and this is currently the 2nd year which is not yet complete. I should still be able to sign up for the warranty agreement to protect my purchase. The company has unfairly boxed me out of protecting my investment after having installed this unit in my home. I am still within the 2nd year of installment of this HVAC system, and I should be afforded the opportunity to sign up for the required warranty maintenance agreement at any time during the 2nd year of its installation. This is an egregious act on behalf of this company and they do not care about me having invested $8000 for the promise of quality work.

  

  Business Response

  Date: 10/26/2022

  The Customer was notified in writing on her invoice of the need for a warranty maintenance agreement to keep warranties valid after her first year of free maintenance.  She was told by the technician at the 1 yr maintenance appointment, that she needed to renew the agreement, or it would affect her labor warranty.  She did not have the money and did not renew that day.  We contacted her as a courtesy 10 days later, let her know on a recorded line that the plan needed to be renewed or it would affect her warranty, she said no, she would call back at the end of the month to do that, it was already expired at this point, but we, again, as a courtesy, agreed to wait for her to call back at the end of the month.  She did not call or renew the plan.  A year and a half after the plan expired, she had an issue with the unit, and was upset she had to pay for the repair because the labor warranty was expired.  We reached out and tried to resolve the issue with the customer, but we were unable to come to an agreement.  This customer was given notice, given a grace period and is stating she should now, after the fact, be allowed to sign back up for a labor warranty.

  Customer Answer

  Date: 11/02/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

   

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 18304335