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:01/07/2025

  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 mother called out Velocity Air to quote a broken duct. I was out of town and typically handle everything for my mother, I am her power of attorney. She is disable and has issues mentally. The first next day I show up to Velocity installing an entire new ac system. I didn't understand her ac worked perfectly. We had it inspected and serviced just a few months before. I also instantly noticed the ac unit not being high enough for the issue with flooding in shore acres. The area floods just at high tide and the city recently changed the code to be higher because of this. I have on video and in text to install unit higher because the neighborhood floods weekly. Every worker said they would and we even have it in text. Then I look into my mother's checks and I found out Velocity conned my mother into spending $20,000. She had no issues with her ac and it the work should have never be done. A few days later ****** hits. Of course Velocity never moved up unit and it submerged into water. I spoke with manager and I stated how upset I was that they took advantage of my mother and on top of it did not place unit where we asked and now it's damaged and does not work. At first the manager said he was going to make it right. I then find out permit was not signed off. I ended up having my mother sign off to close it out. The inspector denied closing the permit because the unit was not working. We needed to open a permit to fix my mothers house from ******. I kept reaching out to Velocity and asked to speak with the owner. I called multiple times and staff said I would get a call I never did. Finally they tell me they can not speak to me unless they see proof I am power of attorney. I send documentation and staff says owner will call me and he never did. It now has been months. We talked to the inspector and asked him to close permit because it was affecting our fema 50 permit rule. He advised us to report Veloctiy . This company is unethical and takes advantage of elderly.

  Business Response

  Date: 01/07/2025

  First and foremost, we sincerely apologize for any frustration or confusion caused by this situation. We take customer concerns very seriously, and we truly regret that you feel your experience did not meet the high standards we aim to provide.
  Regarding the replacement of your system, we want to assure you that at no point did we intentionally mislead or deceive your family. We understand that your elderly mother was understandably concerned after the storm, and we want to clarify that our primary goal was always to provide the best possible service and ensure that the replacement was necessary and accurate.
  We were informed that the system had been submerged due to hurricane flooding, and we took immediate action by sending our manager and technician to inspect the unit. Additionally, we arranged for the county inspector to evaluate the system on the same day, and the inspector confirmed that the unit passed all required inspections and was operating properly. Both our team and the inspector explained this to you at the time.
  We also understand that there was a discussion about the unit being hung on the wall. However, due to the specifications of the unit, it requires proper clearance for the fan and condenser. Unfortunately, due to the roof's proximity, this would not be feasible without compromising the unit's performance and safety, as it would fall outside of the manufacturers specifications.
  We truly appreciate your feedback and would welcome the opportunity to discuss this matter further. We are committed to ensuring the safety and satisfaction of all our customers, and we are happy to explore any additional concerns or solutions you may have.
  Thank you for your understanding, and again, we apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22776684
  
  I am rejecting this response because: this not accurate at all. The only reason the Velocity came back out was because the permit was not closed and final inspection was scheduled. I have on video on the inspector not passing the permit to close. We asked several times for unit to be moved up before the storm. I was told over and over it would be. I even have it on video on as well. The fact the owner wouldn't even call me back shows how unethical the company is. If the bbb would like me to email the videos, please let me know. I am unable to attach. 
  
  Sincerely,
  
  ********* ***

• Initial Complaint

  Date:01/06/2025

  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 mother had a new A/C unit installed for about $8k only 2 years ago. The unit is constantly breaking down and, while these people are responsive, there is no reason for her to be paying anywhere from $900 to $2000 for each service call. I believe they installed either a faulty unit or a refurbished unit. This is supposed to be under warranty, but my 93 year-old mother can't accept when the unit breaks down (and neither can her caregivers), and she is being charged every time they come out. This is why we paid the money to have a new unit, which was supposed to last at least 5 years, installed.

  Business Response

  Date: 01/06/2025

  We installed a new unit at the location in July of 2023. It comes with a 1 year labor warranty that expired in July 2024. There is a 10 year parts warranty through the manufacturer. This warranty does not cover labor or refrigerant which is what has been charged to the customer per the contract and warranty agreement. 

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22772545
  
  I am rejecting this response because:

  Thousands of dollars of refrigerant for a new unit? I installed a new unit 2 years ago in my home in *********** and haven't had to call upon the installers since. There is something wrong here.

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

  Business Response

  Date: 01/08/2025

  Sometimes there are unfortunately manufacturer's defects in parts in new systems. That is why there is a parts warranty through the manufacturer. It is industry standard to have a 1 year labor warranty which was stated in the contract prior to installation and the work occurred outside that 1 year labor warranty. *********** is also unfortunately something that the manufacturer's do not cover. 

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22772545
  
  I am rejecting this response because:

  I still don't understand the need for all this refrigerant at hundreds or thousands of dollars a year. I have never had to deal with this in either of my A/Cs.

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

• Initial Complaint

  Date:11/05/2024

  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.

  Stay Away from Velocity Air Conditioning Disappointing Experience I hired Velocity Air Conditioning to replace the air conditioning systems at both my apartment and my house. Unfortunately, the experience was nothing but disappointing. In December, during a cold front, I discovered that the technicians had forgotten to install the heating element in my house's air conditioning unit. This left us without heating when we needed it most. When I contacted ******, the supervisor, all I received was a lame excuse about being out of heating elementssomething I should have been informed about ************* my beach apartment, after less than two years, I found that the outdoor unit on the roof had fallen over after the recent Hurricane, ******. It was the only unit to fall, suggesting poor installation. When I reported this to Velocity, they refused to take any responsibility. They blamed the hurricane and stated that there was no warranty coverage due to this, quoting me between $4500 and $8300 for a replacement unit or condenser. This was despite the fact that warranty issues should not be influenced by the installation company.I sought a second opinion from another air conditioning company, and they quoted me only $1200 for the repair. Additionally, they confirmed that my manufacturing warranty is independent of the company that performs the *************** conclusion, my experience with Velocity Air Conditioning was extremely unsatisfactory. From poor communication and unprofessional excuses to lack of accountability and exorbitant quotes, I cannot recommend this company. If you're looking for reliable and honest air conditioning services, look elsewhere. Hope this helps.

  Business Response

  Date: 11/05/2024

  As per the heater, when the system was installed in 2022, the heat kits were all on backorder. The customer spoke to the manager and was offered a free yearly membership due to the inconvenience of the manufacturer being backordered. 

  The installation at the condo passed inspection per City of ************* code, which included the hurricane straps. It was up to city/county code when installed, therefore the installation quality is not in question per construction codes. 

  The manufacturer warranty is independent from Velocity Air, and the manufacturer's are denying warranty claims as homeowners need to go through their insurance. This is not an issue the customer has with ********************** but an issue with the manufacturer as they are the ones who have been denying claims due to warranties not covering natural disasters. 

  The customer is outside the labor warranty and is well within their right to hire any licensed contractor they would like to perform the work. It is unfortunate that they were not happy with our pricing, but we are glad they were able to get their unit repaired within their budget. 

• 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.

  June 2024 I hired Velocity Air to install a drain line on my Air conditioner, they also had to replace the stand the air handler rest on. The tech came out and gave me a quote for $2000.00 dollars. They sent out the installer the next day, they installed the drain line and a pump to pump the water out. They were supposed to cap off the old drain line both outside and inside, well they didnt cap them. I mentioned it to them and one of the installer went to his truck and came back with a can of foam, he sprayed the foam inside the old line on the outside. He said they didnt have any cap that would fit. paid for the install. They left , as I went inside to put a new filter in I noticed that this part of the line was still open and they never put the lining back in. I immediately called the office to let them know that the guys didnt cap off the old line leading into my house. Also told them that the ** was not cooling after 2 hours of running. The Office sent another tech later on the same day. He came out, never touched anything and said that how it supposed to be. The ** eventually cooled the house. I kept waiting for themto come back and cap off the inside but to this day it hasnt happened I have called 2 times letting them know that I have a chemical smell coming inside my house from the foam they sprayed outside but left the inside line open, on August 26 I called asking for them to come out to check the pump because its not pumping, also told them that the seal around the air handler was coming loose which was causing the cool air to leak out into the garage. I was set up for the tech to come out between 7-9 pm. The tech called me around 7 to let me know he would be here at 8 but he would need $79.00 for diagnostics I let him know that I was not paying this for something they just installed less than 3 months ago. He told me that if I didnt pay hes not coming.

  Business Response

  Date: 08/27/2024

  We notified as per our company policy that if the issues do not pertain to work performed, there is a $79 service call fee. If the customer refuses that, we are unable to send a technician out. They were informed that if the issue pertains to warranty work it is covered, but they are refusing to acknowledge that there would be a service call fee if the issues is something other than what is covered under the warranty. Once the customer agrees that if the issue is a new issue and that could be subject to a service charge, we will be able to set up an appointment. And again, if the issue has to do with prior work performed, the service call will be waived per the warranty. 

• Initial Complaint

  Date:06/24/2024

  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 a 5 ton A/C unit and promised the larger unit would sufficiently cool the house at 2170 sq ft. The price $10,000 for the A/C and each duct at $1,000 each. The company started with replacing the old metal duct work with a modern flexible tubing duct work. They removed a 4' x 4' ceiling section and a 4' x 8' ceiling section to remove old duct and replaced with new. They did not replace the actual metal ducts at each duct opening. They also did not replace the old duct in an area at the ceiling of the kitchen as it would require removing cabinetry. 4 days later on March 11, 2024 they installed the new A/C. They explained that the new duct covers would be installed within 10 working days as they had to special order them. We immediately recognized that the temperatures in each room were different, as much as 4 - 8 degrees. The thermostat was set at 75 degrees. Rooms are running 77 - *************************************************************************************************************************** line with the thermostat settings. I asked when the new duct covers would be in - they ordered the wrong size covers four times. More than 3 months after installation and they have still not delivered two of the duct covers. They keep ordering the wrong size and we are still experiencing insufficient temperatures in almost every room. When we called again and asked the last name of the install manager *****, he refused to offer his last name. We do not have an adequately working A/C, We want compensation for the insufficient, inadequate and poor working system. The system runs almost an hour before cycling off and it is back on in less than 3 minutes. Power bill was $272 last month. System has not passed inspection by ****************************** 3 months after install. We also found out the system has no auto disconnect and no power surge. It is installed on a flat roof. We were forced to pay full amount before we knew the system was inefficient.

  Business Response

  Date: 07/09/2024

  We are working on getting the custom grills ordered.
  

  Customer Answer

  Date: 07/10/2024

   
  Complaint: 21887865
  
  I am rejecting this response because:

  Their only response is they are waiting on the grills ordered? This is simply unacceptable. They said they were ordering them back in the middle of May. It is 8 weeks later now and they are still waiting??? This is the fifth time they have ordered them and each time they claim it will only take two weeks. We are continuing to work with our lawyer towards litigation.

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

  Business Response

  Date: 07/15/2024

  
  We sincerely apologize for the inconvenience and frustration caused by the delay in receiving your replacement grills. We have expedited the order and are doing everything in our power to resolve this issue as quickly as possible. We share in your frustration, especially with the errors made by our vendor in processing your order. We understand that this situation has led you to mention the possibility of litigation, and we hope to resolve this matter swiftly to avoid that process. We deeply appreciate your patience and understanding as we work to rectify this situation.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21887865
  
  I am rejecting this response because: They are not addressing the full complaint. The Velocity AC system runs at least 50 minutes out of every hour. When it cycles off, it cycles back on in less than 3 minutes. Our power bill is outrageous and will only be much higher as the summer heats up. A bill for $272 is not a normal monthly power bill for the size of this house. We trusted Velocity to install an efficient AC system and this unit is NOT efficient.  

  The two remaining grills have taken more than 8 weeks since they said they were ordering them for the 5th time. That is a separate issue and I do not believe when they finally get the correct size grills and install them that the system will run more efficiently.

  They have not had the system inspected yet it was installed on March 11. They did not even get the permit issued until April 29th. The system is missing an auto shut off and there is no power surge protection on the system.

  There are many issues and they are only responding to one- the missing grills.

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

  Business Response

  Date: 07/16/2024

  We have a technician en route to the customer's property to rectify these issues as I type this out. 7/16/24

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21887865
  
  I am rejecting this response because:

  In regards to Velocity's response - "We have a technician en route to the customer's property to rectify these issues as I type this out. 7/16/24"
  
  Number one - the technician showed up with a half dozen grills which are not acceptable. There are only two vents left for grills. The technician brought inadequate grills and I refused to accept them. This is the 5th time they have delivered the wrong grills.
  
  Second - the technician is on the roof right now to add something of which I have no clue about. 
  
  Third, the technician was not aware that the system has no surge protection.
  
  Fourth, when I asked for *****'s last name, the technician claims he does not know what it is. An employee should know who he works for. When I said ***** won't give out his last name because he's chicken, the technician laughed his head off. So even the employees know they are working for someone who hides behind a shield.
  
  This company is a joke. And I have forward this same information to our lawyer.
  
  That is all.
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/17/2024

  The technician added the disconnect to the rooftop system per the customer's request. The technician does not work in the installation department and does not know the full name of all employees in a department in which he does not work. The install manager is working to find a more reliable provider of the grills for the vents, we have been having some issues in quality and accuracy and unfortunately that has impacted some of our customers and we are working to fix that issue. Surge protection was not included in the contract and is not included in AC replacements unless it is specified. If the customer would like to purchase surge protection, that is an option. 

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21887865
  
  I am rejecting this response because:

  How would a customer know a surge protector is not included in the installation of an AC system? This is *******, the lightning capital of the world and this system is installed on our roof, making it a lightning target. A surge protector should be an obvious inclusion or the option should have been discussed before installation. That is the fault of the salesman. The salesman insisted that we needed to switch from the metal duct to the newer flexible tubing and priced that at $1,000 per vent.. He did not discuss that the ceiling would have to be cut out for access, which cost us more than $1,000 to replace the sheetrock. The cost explained by the salesman was $1,000 per vent. Since they only installed tubing to two vents, my request for compensation is $1,000 per vent they did not reach, for a total of $5,000. That will settle the matter, especially since the company has delayed delivery of the vent covers for more than four months (ordered grills 5 times) creating hot spots in the house. It is not our problem the company is having trouble with the supplier. That should not even come into the conversation. Additionally, their advertisement offers up to $1,500 for trade in of old system. I have a copy of the ad offering the trade in value. There is no offer on the invoice of a trade in value. In all I believe $5,000 will settle this matter for the inconvenience the company has caused by the above facts. The inefficiency of the system is costing us twice the normal power bills each month. They claim their systems are efficient, and they are not.

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

  Business Response

  Date: 08/29/2024

  We will go ahead and schedule the inspections for tomorrow. Originally the wife customer wanted the custom grill before inspections, however we will go ahead and schedule.

  Both the husband and wife need to allow the inspector to do their job. The wife keeps threatening to call legal.

  The custom grill is cosmetic and will be out next week.

  At this point the only reported cycling issues were taken care of back in June according to our notes, there were no further cycling issues reported.

• Initial Complaint

  Date:05/06/2024

  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 had a ac unit installed oct.2022, at the tune $6000.00the unit started to freeze up and not work, they came back out and checked the unit and said that the duct work needs replaced, so they replaced the duct work that they recommended that at the tune of *******. but the unit kept freezing up. they would come out and look and told us that the coils needed to be cleaned, we had them clean the coils and it would keep freezing up. they would come out and check the unit and fine nothing wrong. so then in nov 2023 the heat would not work. i called them and ****** called me back and said that i would need to change my review online before they would come out, i did that now, now i regret doing, but they did come out and said the the expansion valve and dryer needed replaced, and that they were going to replace the coils at the same time, the amount that i would have to pay was ******. but they would have to order the parts, they said the parts were on back order. when i called in dec ******************************************************** but not the coils. i need to have heat so i asked them to put un the parts. they still charged me the ******. the heat started working and every thing was fine unitll april 2024 when we used the ac. the unit would freeze up and we would have to turn it off to let it thaw out. at this time i was very frustrated and called the manufacture IPC/ CARRIER of the unit. they suggested that i get another company to look at it. while i had them on the phone i asked them to check for any warranty claims on my unit. they did check and said none were ever summitted. so we called another company and they came out and said that the dust work needed replaced. i asked why they said the the unit being a 4ton needed to have a bigger return they replaced the duct work and all seems to be working fine. they did charge me *******. to do this.

  Business Response

  Date: 05/28/2024

  All warranties were honored as were warranty pricing. The customer had multiple issues with the system, which can happen and was covered under the manufacturer's warranty. Warranty claims do not impact the customer, only us as a business as if there were no warranty claims, that simply means that we, Velocity, were not reimbursed for the parts and has no impact on what the customer was charged. We cannot refund for work completed simply because another issue arose. 

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the unit from them then it quit working a few months months later. Said it was a bad part. All parts were under warranty yet they charged me for it. I needed ac so I paid figuring I could call to get reimbursed. I asked to keep the bad part but they said they had to return it to get reimbursed. Double dipping. Not only did they refuse to reimburse me they got nasty with me on the phone. Also I paid $240 for this platinum club that they come out for free cleaning with no service charge. I have been calling for months and they won't send any one out. They say someone will call you back but No one ever calls. I paid for this service that they are refusing to do. It's only good for a year and expires on 6/17/24. I need help. Honestly I'm afraid to let this company come back out due to there past behavior for fear of them damaging it now out of spite. This is how bad they are. I would just like reimbursed for the part that was under warranty $1005.00 and $240.00 for the club membership they refuse to honor. I no longer want to do business with them. They are horrible.

  Business Response

  Date: 04/25/2024

  We installed the system on 1/3/2022 there is a ONE year labor warranty. The manufacturer's warranty does not cover labor or refrigerant. The part in question went bad 6/17/2023 which is outside the labor warranty so the cost was for the labor and refrigerant. We have to collect the part to return to the manufacturer or they will not cover the part which would have more than doubled the cost of the repair so we cannot leave those parts on site. The last phone call we received from the customer was in July 2023 and we have no record of them making any attempts to schedule their maintenance with us as we do not know their home maintenance schedule and it is up to the homeowner to schedule maintenance for their system. 

• Initial Complaint

  Date:02/26/2024

  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.

  In April of 2023 I needed my condensation line flushed on the weekend in one of my rentals so I called Velocity Air. When they were there, we talked about how my HVAC was 20 years old and though in perfect working order (cooling & heating) it was best to go ahead and replace the system. They did the job but the installers wired it incorrectly and the system froze over in less than 2 days. After that, it wasn't cooling properly as there was a problem with the heat strip somehow staying on and conflicting with the cooling system. Once the weather turned cooler, the tenant turned the heat on and the system i/wasn't heating the condo properly. It will run for at least an hour straight and when it finally does turn off, it comes back on within 2 to 4 minutes. It basically runs non-stop when set at 74. THIS IS NOT RIGHT! This was never a problem with the last system so it has nothing to do with condo itself or the duct work. The technicians have come out a few times but have done nothing to help. They simply turn the heat on and get a read on the temp coming at that moment and then report that there is nothing wrong with the system. I spoke with management about 3 weeks ago he told me that the 5KW heat strip isn't sufficient to heat that ***** sqft space. When I pointed out that the old system with a 5KW heat strip was sufficient, he actually told me that "they don't make them as good as they did before Covid" and that's "well known industry wide". In other words, he told me that Velocity KNEW the system they sold me was insufficient for the space. The same manager told me that his computer was running slow and he'd he call me right back after he can look into my file more thoroughly. He never called me back. My renter is on me me because the heat runs constantly when setting it 73 or 74. I even had to send her a check to help pay for her electric bill. Velocity has offered NO solution to this problem and is clearly trying hard to ignore me.

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a basic cleaning with a coupon that claimed "1 year guanantee no break downs", the tech came and did the cleaning then gave my AC system an "all's good" Bill of health, within 24 hours unit stopped working, i called them back, they sent a second tech who claimed i needed thousand of dollars in repairs, when i asked about the guarantee i just got from the service i just paid for, he said that it wasn't covered and when i to speak to his supervisor he to give me his contact information. I called a second company and they fixed the problem for free in less than an hour. when i asked the second company what caused the system to freeze, he told me the cause was velocitys tech improperly serviced and charged my unit.

  Business Response

  Date: 11/30/2023

  We have no record of the customer asking for a refund or talking to anyone regarding their issue before submitting to the BBB. If they would have reached out to us directly, this would have been resolved with a refund then. 
  
  A refund check for the $65 paid for the maintenance is being sent out when mail is picked up tomorrow to the service address provided. 

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it May ******** at Better Business Bureau.The Business Velocity Air Conditioning is not honoring our warranty and trying to take advantage of seniors. The company said they had no record of fixing our a/c on 9/30/2023 and clearly we paid for the top option #1 and paid in full $2509.60. The a/c broke down for the same reason they fixed it on 9/30/2023 condensed pump (meaning the water froze unit) they came back the next day and diagnosed unit as leak in coil and it clearly states on my contract that the coil was fixed on 9/30/2023. I clearly let technician know my unit was under warranty and he called his Boss ****** and then ***************** and they said there was no record of fixing our unit at all. I called customer service next day and they verified my warranty and set technician back to our home and he fixed the unit.. on the way out the door he turned around and said we had to pay $2000 no invoice. bill or documentation was given to us... This procedure is very unsettling of these companies trying to take advantage or seniors and gauging prices and not honoring warranties. Please assist us with this situation. Thanks Better Business Bureau The Coopers

  Business Response

  Date: 11/27/2023

  We are mailing a physical receipt to the property address. We work digitally so receipts are generally emailed rather than printed on site as we don't have that capability. 

  Per the invoice, we performed a pull and clean on the evaporator coil. The coil was impacted with debris and was not allowing airflow so the system was not properly cooling. This also caused debris to back up the drain line which is why the condensate pump was necessary. When we returned to the home as the customer started experiencing cooling issues again, it was found that the evaporator coil had a leak. This would not be able to be seen with the build up on the coil due to lack of proper maintenance on the system. There was no way for us to know that this was an active issue in the state the coil was when we first arrived. We are honoring the Manufacturer's warranty and the quote we gave to replace the coil is the cost for labor and refrigerant. 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20905895
  
  I am rejecting this response because:

  I do not mind the resolution of this issue ..However, if the company is honoring the warranty.. i do not pay for service charges for one year. Exactly what is the price for labor and coil? It is not my fault they did not do the due diligence of fixing A/C unit correctly in the first place and honoring of my warranty. I already paid $2509. I am a senior with not much income.

   

  Thanks

  ******************************************;

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  Business Response

  Date: 12/12/2023

  There is a service agreement that covers the $79 service call fee when there is an issue. That agreement does NOT include labor for installation of parts. We have not charged a service call fee, therefore are honoring the agreement. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20905895
  
  I am rejecting this response because:
  This is the same documents I sent into BBB .. this has nothing to do with freezing coils. I should not be charged if the company is honoring their warranty agreement. However. If its the amount of part then how much?  $2509 We paid them 9.30.2023. Those are my documents.
  Sincerely,
  
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