Complaints

This profile includes complaints for Air Flow Designs, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Air Flow Designs, Inc.

  PO Box 180308 Casselberry, FL 32718-0308

  
• 

  Air Flow Designs, Inc.

  250 Jasmine Rd Casselberry, FL 32707-5321

  

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:01/12/2025

  Type:Sales and Advertising 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.

  On 12/9/2024, an employee of AirFlow designs serviced my AC unit and cleaned the dryer ducts. Air Flow Designs installed by AC unit over 10 years ago, and I have happily consistently relied them for AC service/maintenance since. That is until now!After the techician left, I went upstairs to check the work and to clean up any mess etc., only to find that the outer glass of the dryer door was cracked in two places. I immediately called the company to let them know what had happened and to seek a resolution. I spoke with K. who advised me to send an email with pictures. Over the last few weeks, there have been several phone conversations and emails addressing this matter. On January 3rd, I received a voicemail from A. D, Airflow Designs customer service, stating that he was confirming that the company refused to take any responsibility for the damage to my dryer as the employee carrying out the service denied causing any damage. We discussed the fact that I was not alleging deliberately damage, rather that there were contributing factors that were undoubtedly the reasons behind how and why the damage was caused:1. Poor and sloppy work practices. Copious amounts of lint was left behind on the floor and appliance. Deep scratches on the drawer beneath the washer -- in testament to this fact.2. the confined space in which the work had to be done. The dryer is in a laundry closet, located in a narrow hallway. Furthermore, I witnessed the fact that the technician had removed one of the bifold laundry doors and pushed the dryer out into the very narrow hallway in order to perform his work. (I looked upstairs when he was on the roof) ************ has essentially called me, the customer, a liar and has refused to offer to discuss the matter further. I find this to be unacceptable and have therefore filled this complaint with a view to coming to an amicable resolution.

  Business Response

  Date: 01/24/2025

  In response, in our initial discussion we were looking to see how we could best address the condition of the dryer glass door to which we were left understanding that all you wanted to do was express your displeasure.  After some time passed, you then reached out to disclose additional physical damages and excess lint left behind after our completed dryer vent cleaning.  Under normal circumstances we would prefer to hear about issues such as these as soon as they become evident.  Even so we are willing to have our leadership re-review this matter and engage in further discussions to see how we can meet in the middle. 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22800805

  I reject the companys response because:
  Yet again this company is calling me a liar and misrepresenting the truth! I immediately reported the damage to my dryer door and asked for that damage to be recorded and addressed.  After much back and forth,  the company responded by saying their worker did not cause the damage.  It was then that, with the intention of showing that this was not the case, I again described the unacceptable condition that my laundry closet was left in (with copious amounts of lint everywhere and the fairly significant scratches on my appliances) while MAKING IT QUITE CLEAR that I was ONLY doing so to add credence to the poor work practices of their worker that most likely was the reason for the damage to the dryer door glass.  I stated more than once that I only wanted the dryer door glass addressed. When offered touch up paint by Airflow designs, I declined the offer stating that I would buy that myself. I wanted the dryer door addressed and I reported that damage IMMEDIATELY.  I do not accept the company response however that being said, I want no more dealings with this company. ****, the customer representative initially said that the company would look at replacing the dryer door as it is relatively inexpensive!  He then said the manager group said No!

  Airflow design have shown that they lack integrity and are not the company I thought they were. The silver lining is that although I have trusted this company for many years, this and all the other complaints you will see on the BBB website will serve as a warning to others as well as myself. I refuse to use a company that does not respect my home/property.   When I need service in the future, I will find another company to do business with. 
  Sincerely,
  
  ****** ****

  Business Response

  Date: 04/15/2025

  Mrs. ********* a response was written on my behalf previously by A.D. and I just spoke with him regarding this situation.  He said you did contact the office immediately after service regarding the dryer door, and then at a later date reported scratches and lint.  The company is not saying you are lying.  We do believe it is possible the 2 small cracks shown in the photo were pre-existing and unnoticed.  The way our technician would move a dryer would not have him touching the area around the glass door.  He would grip the top corners of the machine or perhaps under the bottom.  Regardless,I was told A.D. did offer to replace the dryer glass.  He said you responded by asking if the dryer glass replacement would be new and that he confirmed it would be new.  He said you declined and stated you just wanted to report the incident and technician.  Many days later, I was told you called back saying you wanted to additionally report the scratches and  lint.  A. D. said from the photo he thought the **** at the bottom of the corner of the dryer could have been a scuff (from a shoe sole or the rubber bumper of a vacuum cleaner) but could also be a scratch.  He said he offered to send someone to clean the **** and apply touch up paint if needed, which was also declined.   Again, we are willing to have our leadership re-review this matter and engage in further discussions to see how we can meet in the middle. 

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 22800805
  
  I am rejecting this response because:
  I invite you to review the tone and content of your previous responses to my complaints.  Your narrative very clearly implied that I was making a false claim against your company for damages, in other words, you were in fact calling me a LIAR!  I was told that your employee said that he did not damage my dryer and therefore you would not consider any discussion to make the matter right!  This is why I made a BBB complaint! 
  
  
  I repeatedly stated that I did not accuse your employee of deliberate or intentional damage but know, without a shadow of a doubt, that there were no cracks in my dryer door prior to his service. I further added that the sloppiness of this employees work practices (evidence by the copious amount of lint left all over the laundry closet floor and the scratches - not scuff marks on the dryer) were almost certainly the reason for the cracks in my dryer window!  The door to the laundry closet was removed by your employee to perform the service -  I saw this. The hallway is very narrow and I believe that the dryer door was probably pushed out against the doorknob of the removed closet door when the dryer duct was accessed, resulting in the damage. I do laundry EVERY single week, why would I blame you for this, if it was pre existing?  Are you also calling me a fool as well as a liar? 
  AD was actually very helpful and provided great customer service. He advised me that the cost to replace the dryer door would be relatively inexpensive and that he would ask the management group if they would consider this. He said that the company valued me as a customer and wanted to make things right. However, when AD and I spoke again, he said that the group said that they would not be willing to replace the door damaged by your employee because the employee said he didnt cause the damage (and, this IS in fact calling me a liar!!!).  I was advised to file an insurance claim!!
  
  
  All of this being said, I stand by my previous response via this forum which is to say that I have laid the matter to rest and want no more to do with a company that disrespects their customers and their customers property. To be honest, if your company had apologized, maybe  offer to split the cost of the repairs to the dryer door, or offer a 10% of coupon something, I would have been more than satisfied.  However, at this juncture, I HAVE MOVED ON, and want NO MORE to do with your company! The silver lining is that I was lucky that it was just a dryer door that was damaged and not something bigger and more expensive! I want others to know who AIR FLOW DESIGN is and to see your lack of integrity!  
  The service and subsequent property damage in question took place on December 6th, 2024!!! Why are we still talking about this?  You made your stance abundantly clear!  If you wanted to discuss a middle ground, then you should have been transparent and discussed it in this space. you dont get to pretend that you now care about how dismissive you were. Bottom line, YOUR EMPLOYEE DAMAGED my property and your company failed to take any responsibility for this.  I have found another company for my AC and related needs. I hope you have learnt a valuable ****** about customer care AirFlow Design!
  

  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:08/27/2024

  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.

  We purchased our home from a custom builder and ******** was sub contracted for all the ac work in our home . Its been a nightmare since day one we moved in our home they have come out multiple times doing air balancing, adding a missing ducts, making the return duct bigger and multiple tests. Worst part is the customer service has been horrible I have been working with one of the supervisors named ***** ******** and in my opinion he has the worst customer service manners I ever encountered and I work in customer service. I have had multiple ac companies come out and they all said the same thing my unit is undersized. They have done multiple capacitor test and always discovered a problem. I understand they have done a calculation and they go off calculations but this is computer based and not real life base. Our ac runs continuously and doesnt cool down the house properly we cant even keep our house at a comfortable level because our ac wouldnt shut off. A identical house was built without upstairs rooms facing the same direction and they have a bigger tonage unit. I know airflow knows that the unit is too small because his tech said it directly to me but they all got in trouble by there manager *****. But airflow has continued to say my unit is fine which it is not my electrical bill can tell. All I want airflow is to do right and fix the problem they caused.

  Business Response

  Date: 09/20/2024

  Air Flow Designs was contracted to design an air conditioning system from specific architectural drawings and material insulation values provided by Mr. *** homebuilder.  ********** was per current building and energy codes, submitted to the building department for approval and then constructed. After installation, Mr. ** completely altered his home by constructing another room in the attic.  He complained of the ** not cooling properly, but every time we went to the home the room temperatures were still found to be within energy code/design standards.
  

  We brought the equipment manufacturer, Carrier, into the discussion to review the home.  They also found the home was appropriately sized at 4 tons.  Air conditioners are not like car engines, bigger and faster is not better.  An oversized ** unit will get you cold air quickly,but it also reaches the desired room temperature quickly and shuts off.  This doesnt allow enough time for appropriate dehumidification to happen.  The result is cold damp air, an ideal environment for MOLD.  Mr. * seems intent on trying to get us to give him a 5 ton air conditioning unit.  Air Flow Designs stands behind our work, but we cannot in good conscience install a 5 ton unit, it will be oversized.   
  

  It now appears Mr. * is having another company install a 5 ton unit; curiously the permit application incorrectly calls the change out a like for like installation. 4 ton to 5 ton is not "like for like".  We advise against this and sincerely hope ***** home does not have mold issues in the future.  

• Initial Complaint

  Date:08/10/2024

  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.

  ****************** is threatening to cancel my warranty policy on 3 homes without my consent for questioning their service manager behavior, bad attitude over the phone. They are offering prorated money back for cancellation when they are the ones that wanted to cancel. All this is because I questioned their manager rude manners. He would say 'time up', 'you are done' and hang the phone on me but when I go to the management saying this is inappropriate , they won't respond , will advise the staff to not talk to me, walk away from the phone and do not respond. With no prior notice of cancellation, I am now left in a limbo to find another service provider for 3 properties who would honor warranty which was part of airflow until now. I demand an answer from airflow and I am not accepting or giving my consent for them to cancel my policy without my consent. If they wanted to, they should refund in full for all 3 properties , complete the tuneups and get a consent from me. It is a shame that this is how they operate with no accountability and looking at how they treat their customers with disrespect is something they should be ashamed of. They think ******** and ****** and their team is busy and I who was insulted by them would be left in a limbo situation. Utter shame on them .

  Business Response

  Date: 08/21/2024

  The cancellation and refund were done per the terms of the contract which allow for *either party to terminate the agreement at any time*. Legally, no consent is required.  Directly from the contract RE cancellations:  In the event the agreement is cancelled by Air Flow Designs return of premium shall be based upon 100% of the unearned prorated premium.  When a contract is cancelled the prorated refund is determined by the number of days remaining on the contract less the cost of any repairs or tune-ups done during the term of the contract.  Again, the refund was issued per the specifically spelled out terms of the contract.   ***** is not owed any additional work or refunds.  In fact, after a review of the accounting, it was noticed that several repairs were done under two of the three agreements (totaling well over $2000).  If these had been included in the refund calculation as per the contract, the amount refunded to *** **would have been less.
  
  The decision to terminate agreements is not one made hastily.  The company writes nearly 4000 agreements annually between the *******, ************ and ***** metro areas.  Less than five (since Air Flow Designs began offering agreements in the 1980s) have been cancelled at the discretion of the Company.   After a review of many of the dozens of calls and interactions with *** ** it was determined further conversation would likely continue to be uncivil and unproductive and the decision was made to cancel.
  
  Additionally, the cancellation had nothing to do with *** **questioning management, nor because--- as she has alleged in her online review, "This company seems to be operated by someone who have no grounds of discipline, racist and arrogant people".  The agreements were cancelled because *** ** has a repeated history of demanding service levels not promised in the contract, making logistically impossible demands, no-showing for her scheduled appointments (then demanding priority rescheduling and credits), and most importantly the fact multiple members of our staff have requested to never be sent to work at her homes or be required to take her phone calls again.  *** **  has a repeated history of pressuring Air Flow Designs staff into going around company policy to suit her desired outcome, via repeated phone calls (for example 7 calls in a one hour period) and threats of bad reviews, lawsuits, credit card chargebacks,and ironically self-cancelling her own agreements.
  
  In this months incident, *** ** was originally told in her first 3 phone calls (starting at 3:42 pm on 8/7/24) that her contract did NOT guarantee same day service and the soonest we had available was next day. (A ********************************************************************************************** our industry.)  *** ** continued to call, demanding escalation and insisting that if she called by 4pm, we guaranteed same day service by 5pm. This is NOT promised anywhere in our contracts and was not even logistically possible with an existing customer queue and factoring in the technician drive time/distance to her home.  In a Herculean effort to appease *** **, she was offered an after-hours appointment for our emergency evening window at a discounted cost of $50.  She insisted she should not have to pay ANYTHING because we would not be making it there by 5pm, and stated after-hours wouldnt work because she or her tenant had something at 8pm.During the few days surrounding this incident, there were well over 2 dozen phone calls, various emails  and escalations between her and various levels of management.  Our decision to cancel her contracts and suspend all contact is in no way an admission of any wrongdoing or guilt, but rather an attempt to return to uninterrupted normal business operations.  It should be noted all calls are recorded, and we feel confirm our version of events.
  
  Lastly, *** ** has not been left in limbo as assertedher systems were all fully operational on the day of cancellation and we have fulfilled all the terms of the contract. There are hundreds of other contractors who should be able to service her in the Central ******* region. We regretfully feel further business with *** ** will continue to be unproductive for both parties and thus, we felt it was best to part ways.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22121410
  
  I am rejecting this response because:

  Attached is the warranty policy sent by Airflow last year. There is no verbiage of policy cancellation and how refund works. I emailed them twice asking for the contract terms and they never responded. They define the rules which are not in place and never communicated and break the rules at their own convenience. Also refer to the second attachment where ***** (service manager who manages warranty policies) refunded me 69$ for one unused tune up on one of my properties last year. So, they do refund for unused tune-*** and attached email is a proof to that. How come I am not refunded this year for 6 (3 units * 2  tune *** ) tune *** not done on 3 properties when they are the ones that decided to break the contract with no intimation and consent? Why did they not email me the breakdown of refund but come up with a random number of 2000$ in repairs on 3 units which have been under their warranty plan for ~3 years now. Is not that why the units are warrantied and paid upfront? Also, 101$ is what they refunded and that was processed to a card that was not authorized and not on my name.

  Just like how they are claiming they have cancelled 5 policies across 3 areas, and they are reputable company, I have never had any issues working with contractors owning multiple properties in central Florida but why with just them?  ***** is well aware of what happened. I was always in an impression that calls made before 5PM on a business day will have the work done on the same day. When they said, I need to pay 50$ for after hours service - I questioned that the fee needs to be matched to business hours service because they not having staff available is not my problem and they should not expect me to pay extra $ for that. They never corrected me saying that is not what the contract says. When I spoke to ***** next day, she clearly explained that it is not the call that needs to be made before 5PM and it is the technician that should show up before 5PM for service fee to be considered as within business hours. Had this same clarification been provided at my first call, I would have never questioned or asked for the fee to be matched. Did not the business not talk to their own service manager ***** and did she not fill them in on the confusion and what exactly happened?? Aren't the staff trained to clarify when I repeatedly said the call was made before 5PM and they should only charge me business hours fee? I asked for a manager to call me hoping they understand what I am asking and adjust the fee. 

  Their service manager would call me and 2 minutes into the call, he would insult and demean customers by yelling, I am done with you and time up and hangs the phone on your face. When I go to the management saying this happened and I felt insulted in an anticipation that they would correct and make sure this would not happen, they would never apologize for what happened and never bothers to call and talk to you to find out what happened, but would right an email  saying we are cancelling the policy with no notice , call, breakdown of refund. Does this not prove that their leadership has no accountability and there is no proper chain of escalation and they have zero intentions to correct the situation ? I have sent several follow up emails and not a single time they responded. Does this not prove that they are at wrong end and covering up their team mistakes and looting customer money?

  Yes, I am left in a limbo situation. I agree there are better AC companies serving Central Florida but with no prior intimation and no notice, do they expect the customers to immediately line up a new company to warranty the unit ? They did not get time to call in 2 weeks but expect customers to be sitting idle and just make calls to line up new ********** to warranty units which are with them for long time ? Don't they know that NO company honors repairs within first 45 days and if something happens within that timeframe (which did happen with my unit they last serviced with thermostat that needed to be replaced), customer is responsible for payment ? Isn't this shame on ****************** ?

  I have patiently waited for the management to email/call me, respond to my review online and to my complaint on BBB. Despite my best efforts, they did not refund the balance 420$ (to be paid for unused tune-***). I will give a chance for Airflow to contact and correct the situation by refunding the money they owe me by waiting for another 48 hours, apologize for what they did and how they insulted and offended me (I am sure these details are clear enough for anyone reading this to get the full picture of what is going on). If I don't receive any communication from them, I will go ahead and dispute with my credit card company, stand by my review and educate people on what they should expect if they run into an issue with them and how their leadership operates and how their team discriminate and insult people. Lastly, if I don't get my money and or feel like 420$ is not worth my time and to deal with this company - I would just assume that I donated my hard earned money to this company unwillingly and they taught me a ****** on how I failed to do my due diligence needs before signing up warranty policy with them for several of my properties. If they need to be in business, I want to advise them that this is not how they can operate and just cannot loot money, insult customers and cancel contracts at their own will. It is a big shame on the company on the leadership.

   

  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/23/2024

  Curiously, Ms. ** only uploaded the front side of our contract,which does not show the terms and conditions portion on the back.  Please see our attached documents showing both the front AND back side of our contract. 
  

  Honestly, I dont know even know how to respond to her latest response.  What she is alleging is as incorrect as her statement: There is no verbiage of policy cancellation and how refund works.  Again, the terms and conditions are all there in the contract, in black and white, and we followed them appropriately. Please see the green circled areas on the front and back attachments.  She is correct in stating we have ceased direct communication with her, the reasons for which are stated in our first response. 
  

  All calls were recorded, they were reviewed and do not support Ms. ** accusations.  Shes even gone as far as to accuse our employees (many of whom are minorities and were quite offended by her accusation) of racism and discrimination on phone calls and in reviews. 
  

  Staff and Management tried very hard to accommodate Ms. **   Unfortunately, we came to the conclusion we could not have productive communication and made a decision to part ways and refund her as per the terms and conditions of the contract.

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22121410
  
  I am rejecting this response because:

  1) *********** agreement that was emailed to me (full email coming from *******) attached. As always, air flow designs bluff and tries to cover up their mistakes. I am curious to understand how Why was I not emailed service contract at every renewal and why did they not respond to my emails when I asked for them to share the contract when they decided to cancel the contract because I questioned their poor service and their pathetic leadership behavior? Do they have a contract with terms and condition stated and electronic /physical signature signed by me agreeing to the terms (if there are at all)? This again serves as a proof that airflow and its management are low in ethics and good at covering up their mistakes.

  2) They continue to make a statement that they reviewed the call (which I requested expecting fairness) and did not find any discriminatory or abusive/inappropriate language. The rude tone including 'Time UP' and 'I am done with you' and repeatedly hanging the call to airflow and its management seems to be appropriate. This again tells the standards the company is following. 

  3) They never responded back on why the unused tune-*** were not refunded, which were refunded in previous years by their service manager ***** (for which proof was already shared). All this because they want to loot people money, not try to admit mistake but boldly send inappropriate responses. They never attempted to speak to ***** or listen to the conversations where it would have been clear that front desk staff failed to clarify that calls made before 4PM are not required to be attended the same day as per the contract. 

  4) As clearly stated, I am not going to work with them or continue purchasing warranty contracts with a company like Airflow which in every communication clearly shows lack of ethics and poor leadership that has zero accountability when it comes to correcting the situation and mistakes made by them. All I want is the money to be refunded for the unused tune-*** which comes to ~400$. They either refund the money, or I go with credit card dispute (which I should as Airflow would then be obligated to prove my credit card company that there is a contract where it states they can cancel the contract at their own discretion, not refund for unused tune-*** and keep the money). 

  With all the proofs, emails attached - as can be seen airflow has broke the contract and unwilling to refund the money. 

  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/05/2023

  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.

  Air Flow designed the AC system for our newly built home (2020). There were humidity issues in the home from the start and now we have growth all over the duct work in the attic and in the AC unit itself. My whole my family is sick with mold illness. I want them to replace the duct joint boxes in the attic where the growth is and clean the AC unit completely, replacing insulation that is full of growth. After raising the issues with the builder as soon as we moved in to the newly built home in June 2020, they directed me to work directly with Air Flow. I placed countless calls 2021-2022 and they came out many different times, trying to do minimal adjustments (filling up sink pipes with water so that no outside air comes in) without any of them making a dent in the issue. The issue was / is way bigger than that. I was told it's normal for the AC unit to sweat (the closet was full of growth). They lowered the sweating issue of the unit eventually by 2022 Sept by changing the thermostats and enlarging the box above the unit. Unfortunately these steps helped a bit, but didn't fully solve the issue: the unit still sweats, only on a smaller surface now, while overall humidity in the home was still hard to keep at 55%. They sent out a sales rep to give me a quote for a whole house dehumidifier unit which I was considering to have installed, but they never replied to my question how they would fit it in to my tight attic. So even though Air Flow created the problem, I had to hire another company who added a third zone to the attic so that the ducts stop sweating. This solved the humidity issue in the home. It didn't solve the damage that was already done though. The AC unit itself is full of growth along with visible black growth around all duct joints in the attic. Both of these making us sick. This is why I am asking them to clean up their mistake. I emailed them 3 times the during recent two weeks, didn't receive an answer. I called 5 times and never got a call back.

  Business Response

  Date: 09/18/2023

  To be accurate we are responding with facts based details on the scenario that you have faced within your home. Air Flow Designs was responsible for the heat load calculations that were confirmed prior to the installation of the system. These calculations are calculated based on the design of the home, its square footage, and other relevant factors. your builder would have chosen the system for installation in accordance with the calculations. Air Flow Designs does not have the burden of designing systems as we do not manufacture them. Many factors can influence humidity in the home including but not limited to the envelope of the home, setting of the temperature, and overall heat load in the home. We have data indicating that the whole home dehumidifier was an option that was presented but could not be executed due to the limited size of the attic. When we quoted the repair of the duct boxes you described we did so in good faith and assume no responsibility for a mistake as that would indicate that we created the growth in your home by some erroneous action. We do not dispute this needs some action but are under no liability to proceed with a free solution to something that was not our fault. 

  Customer Answer

  Date: 09/28/2023

  
  Complaint* ********
  
  I am rejecting this response because:

  Yes, Air Flow did not design the system, that is correct. However, the extra moisture, that has caused the growth is not due to design, but rather installation.

  Since my initial complaint I learned more for what was causing the extra moisture and each of these are due to faulty installation. I have also learned since my last complaint that the extent of the issue is much larger than just the outside of the ducts in the attic - growth is also in the inside the duct joint boxes in the attic and most of the vents (inside) in the first floor ceiling.

   - Air Flow installed a new bypass damper last summer and closed it. The damper wasn't closed properly / broke so it was leaking cold air into the AC handler - causing the unit to overcool, hence sweat and send out overcooled air to the ducts and vents, hence sweat. See AC company's finings attached. Air Flow came out many times and never caught this issue. We closed the damper manually just test and since then the unit is not sweating at all. Proof is that return has mold all around the mastic as well - no cold air should be around there that woudl great growth.

   - I had 3 different licensed AC companies look at the system and each and every one of them were shocked that the growth is solely around the areas where they were sealed with mastic - that is supposed to be antimicrobial. One company said they had the exact same issue at an install where they accidentally used bad / spoiled batches of mastic. They had to replace it all for the customer and the AC  company's insurance covered the cost for them for the replacement.

   - There is faulty install of AC vents in most areas on the first floor. The vent boots are not sealed properly, the metal is sticking out for an inch or so. Lack of insulation created sweating, hence the mold inside most of AC vents downstairs.

  Due to the additional growth we have found the whole system now has to be replaced - AC unit inside and outside, ducts in attic and in ceiling of first floor - cutting into ceilings. A ~$30K project - estimates for exchange attached, repair and remediation costs are not in writing yet - all due to faulty installation.

  I am asking Air Flow to foot 75% of this bill as it is their solelyresponsibility that the system was sweating, creating moisture and growth.

  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/17/2023

  Type:Customer Service 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.

  Transaction Date: various, July-August 2023. Amount of money paid to Air Flow Designs: $461 total for service visit, leak detection and service agreement. AC system suddenly stopped cooling to the desired temperature and Air Flow Designs committed to repairing it. They determined that I had not leaks in the compressor or in the air handler coils, and determined I had a leak in the underground copper pipes for which they quoted $3,100 to repair, and while doing this they broke my 7-year old Trane AC system. Due to their incompetence and negligence, I had to install a new AC system with another company. Today, over a week after this happened, they still have not reached out or responded to the fact that they left my house with a damaged ceiling and with no AC.

  Business Response

  Date: 09/09/2023

  Ms. ******, I am very sorry and surprised to hear of these issues that you are facing and would like to contact you to discuss further. This is the first I am seeing or hearing of this matter as you have described and need to better understand the situation. As of right now I have confirmed that we have a standing order for a replacement evaporator coil that was on backorder from the manufacturer at the time of it's order and this is the last detail of information that I have access to. I will be reaching out during our normal business hours to see if we can establish and continue the dialog as it pertains to your claim. 

• Initial Complaint

  Date:11/14/2022

  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.

  My AC stopped working on 9.24.2022. Air flow Designs installed the AC in my new home which was built in 2018. I have a warranty for parts and service with Air Flow and a 10yr warranty with the AC manufacturing company. The problem with my AC is that the TMZ valve is not working. A part request was sent on behalf of Air flow to the AC manufacturer since it us under warranty. The Warranty company has failed to respond and failed to deliver the part and when I call air flow they keep saying the part must be on backorder and no one can tell me when I will have AC again. My brother is a disabled veteran and had heart failure and being in the extreme heat throughout the day in our home is detrimental to his health and I would like an answer on why my part is not available and would like my AC fixed ASAP!!

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 5, 2022/11/23) */ We agree that this is frustrating to be without your A/C, especially when you are managing situations such as yours. In all sincerity, the question is better placed with the manufacturer and their distributors. The order for the needed replacement part has been placed with an escalated designation by our company. Our parts department has, in fact, confirmed the arrival of the part at the distribution point is guaranteed for Monday, the 28th of November. We will be calling you to arrange an appointment for the repair to be completed. We, at Air Flow Designs, have no benefit in not completing this repair as soon as possible and unfortunately are caught somewhere in the middle when a delay from the manufacturer creates this undesired situation. We appreciate your situation and thank you for your patience. We will be in touch to get this repair scheduled.

• Initial Complaint

  Date:09/14/2022

  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.

  We have been going without ac now for almost 2 months. Air flow stated that the part we needed was backordered a month and a half ago and would be there within weeks, that time came and went and now were going on almost a month in a half and we still have no ac. They have come out and put freon in the ac after we begged them to since the part did not come. We call every day and now they save its indefinite. How can an ac company not be able to fix someone's ac unit for 2 months in the summer. We have children. We don't know what else do to.

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 10, 2022/10/13) */ We understand your concern and were at the mercy of the manufacturer of your system to obtain your parts. We are simply the service provider who would conduct the repair. We are happy to confirm that the needed parts were received and repairs completed on 9/23/2022. After a follow up call on 10/13/2022, we were able to certify with you, the homeowner, that the system is operational.