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:11/04/2024

  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.

  Amazing *********** installed an ** unit on my parent house 2 years ago. The ** has been not working properly on and off. In the last month, its been worse, we notified the office, technician ****** came gave my parent a diagnosis of the motor need to be replaced . That was $129 diagnostic fee and requested $650 to change the motor and they also charge another $129 for diagnostic fee the same day the technician is coming to replace it. I ask to get an explanation why do we need to get charge twice for diagnostic fee, the manager said, thats how its work. We paid up front for the services. The technician came, replaced the blower module and said hes done. Meanwhile, the ** still wasnt working when my parent call me to let me know the *** said hes done but the ** is still not working. I came over their house and talk to ******. He said, well I only change the blower module, not the whole motor because he didnt notice how much work he need to do to replace the motor, so Im contacting the office to figure out what to do. After waiting for over 45 minutes at house , he continued to be in the phone with his boss, he said he has to come back. after asking lot of questions he said its might be drain line because its inside, that should place outside. They place the Unit. He said I was not sure what they put it inside.He manage to place a float switch, then the ** start working again. In less than 24 hr the ** shout down. I call the office, ****** came back, drain the line and ask for $250 for the service. When I ask why, he replied because he came to fix the problem. Meanwhile he said the line need be clean every 2 months. I called the office, manager ****** was yielding at me to pay because they provided services. The ** still not working and they have the remaining motor that they took from manufacture. Im asking for the money I paid for the motor to change or the rest of the motor part at least I can have another company to fix. They abusing my parent

  

  Business Response

  Date: 11/26/2024

  Please note unfortunately this is not truthful. We Installed this unit 3/18/22 and performed two maintenances since the install which were on 9/28/22 and 4/12/23. We received a service call to this location a year and a half since her last maintenance with the inside blower motor speeding up and slowing down on 10/08/24. We diagnosed the module on the blower motor was bad and gave them a quote and said they shouldn't have to pay for anything because it's under warranty. She called back after getting other quotes and said go ahead. After fixing the module the next week her condensate drain line was clogged and turned her system off. We responded to the call cleaned her drain line out and got her back up and running. She refused to pay because she said we were just out there and should have done that while we were out there the first time. I explained to the customer we don't do a full 21 point maintenance on a service call. We have maintenance tech and service tech, service techs have a lot of no cools to go to where maintenance techs have 3 to 4 calls to take time and do their full maintenance on each unit. If customers refuse to pay after we fix there problem then dispute there charge for changing there module it makes it hard for us to do business with them. 

  
  

  Thank you for your feedback. We understand how frustrating it can be
  when your A/C isnt working, and we strive to resolve issues as
  quickly as possible.
  
  We want to clarify that regular maintenance is crucial for keeping
  your system running efficiently. Unfortunately, when maintenance is
  neglected, it can lead to larger problems that are beyond our control.
  Additionally, using unlicensed handymen for repairs can sometimes lead
  to complications that might not be covered under warranties,
  potentially voiding manufacturer guarantees.
  
  We encourage homeowners to prioritize regular maintenance and ensure
  that repairs are done by qualified professionals to avoid future
  issues. If you have any questions or need further assistance, please
  dont hesitate to reach out.
  
  Thank you for your understanding

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22503686
  
  I am rejecting this response because:
  
  Sincerely, the business dont tell the truth. First, the ** were serviced by licensed professionals once after their last maintenance. They mentioned that because they want more money and sign contracts agreements with us, while they canceled the 2 year agreement thats come with installation because we have another company service the **. Im not satisfied with their response because they change the blower motor on Wednesday 10/23/24, and on 10/24, around noon the ** stop working again. It was the same drain line the guy installed on 10/23 that already needs to be drain, while he said it needed to be done every 2-3 months. He came out drain it the next day then you want payment? Thats a scam, and should be reported. And the ** continued not working even after all this. What about the primary diagnosis and the $900 plus we pay to get fix? When would we get that service or the money?
  
  ******** Josenat

• Initial Complaint

  Date:07/08/2024

  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.

  Purchased A/C unit on 3/2022 from Amazing Air. Contract for $8,629.00.The unit has not properly worked since installation. We have had multiple calls to the company immediately after installation. They have not resolved the issue as it is ongoing. They have demanded fees to repair, while the unit was still under warranty. While the service provider was here, I was harassed and swore at. The last call I made, I was hung up on. I would like a full refund. I believe this was elderly fraud. Contract states 5 year labor warranty/ 10 year parts.

  

  Business Response

  Date: 09/23/2024

  We gave a free unit to this customer in good faith, the issue was that they did not want to have to pay the service call.

• Initial Complaint

  Date:04/01/2024

  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.

  Amazing Air, ****************************************************. INVOICE # **** NEW 4 ton ******* - 1o year warranty system PLUS 2 years of service contract

  

  Business Response

  Date: 04/24/2024

  I am truly shocked that ****************** is unhappy especially since we have went above and beyond to assist ****************** including replacing a coil free of charge that was no longer covered under warranty. The unit was installed in may of 2022 prior to hurricane ***, we again have went above and beyond to satisfy ****************** at no cost to her husband or herself. We completed her install as contractually agreed upon back in may of 2022. We unfortunately cannot refund her for an air conditioner already installed and almost two years ago. We sent a certified tech back out on 4/1/24 and his notes as well as photos showed that the unit is running normally with all readings within normal parameters and all the photos supported his notes. The tech also noted the lack of insulation at the air handler and discussed this with ****************** who declined to fix the issue. Please again note that we were not contracted to replace her insulation when we installed the unit in 2022. We would have no problem offering ******************  a free maintenance plan that includes cleaning out the drain line twice a year for one year a value of $279.00
  

• Initial Complaint

  Date:01/24/2024

  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.

  I got a A/C from Amazing Air. It was installed 10/17/2022. The Inspector check the Electrical breaker box in the condo, but couldn't go on the roof because no latter. Said he check with company. Then 11/23/2023 I got a notice from the city that the inspection get done. I called Amazing to let them know about the notices. nothing was done. In the mean time the permit expired. I talked to them again, they said that the Inspector will be out 1/22/2024. No show. I called the city ***************** I was told no inspection is or will be done until there is a permit which Amazing Air has to get and they doing nothing about it. So they in bleach of the contract I signed with them on 10/17/22.I hope you can help me. Thank you! *************************

  

  Business Response

  Date: 02/14/2024

  PLEASE NOTE WE SPOKE WITH THE CUSTOMER ON A FEW DIFFERENT OCCASIONS AND EXPLAINED WHAT WAS GOING ON, WE ALSO SPOKE TO A FRIEND OF HIS WHO EXPRESSED THAT THE HOME-OWNERS WIFE WAS AUTISTIC AND THAT SHE DID NOT FEEL COMFORTABLE OPENING THE DOOR FOR THE INSPECTOR TO FINAL OUT THE PERMIT. WE DID HOWEVER GET THE PERMIT CLOSED OUT AND INSPECTION PASSED. THESE ARE OUR REGULAR CUSTOMERS AND I WISH WE COULD HAVE DONE MORE TO ASSIST THEM HOWEVER WE ARE AT THE MUNICIPALITIES MERCY. 

• Initial Complaint

  Date:12/27/2023

  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.

  On November 21st, ******* from Amazing air came out to my condo which is a rental property I own in ***************, I live near *******, to get an estimate on my ** unit, it was not cooling. My tenants showed ******* my warranty. The York unit was installed 2017 by the previous owners of the condo. After Inspection he determined it needed to replace Condenser Coil, Line Drier, Disconnect and add 4 lbs. of 410A. Labor included $2000.00. I agreed to the price. Called the office and paid that amount. The next day I realized I didnt ask if they gave a veterans discount. Called office and was told they did. I texted ******* and he said the owner of Amazing Air gave me a 700 to 800 discount already. But on the service order invoice shows no discounts. The repairs to the unit were scheduled between 11 and 1, but the technician called me at 3:50pm because he was lost. Not sure when he finished, I called him at 6:10pm and he was still working. He never called me when he was finished. I called my tenants the next day and the ** is working and blowing cold air. My complaint is it took 4 calls and 4 emails from there web site to get final invoice. It didnt have the brand which would be York, Model Number or Serial Number on any of the parts they installed or any warranty information, also no discounts the owner gave. This is what it says, Disconnect Box, Added Refrigerant, Line Drier, Cond Coil. Qty 1 Price $2000.00 Total $2000.00. *** called the office numerous times and talked with *************************, and she said she will talk with ******* and call me back. But I never receive a call. She told me its against the law to alter the invoice. *** called ******* and left messages, and no return call. At this point Im tired of calling. I dont understand why the push back on fixing the invoice.

  

  Business Response

  Date: 01/02/2024

  Please note we went above and beyond to help this customer. We also received approval from upper management of his units manufacturer in which they also explained to him that his unit was not covered under warranty because he was not the original owner who had it installed in 2017. Please also note that ***** is not a licensed Technician nor would she morally be able to alter an invoice that was written and again a huge discount was given to this customer as well as a warranty part that was covered under warranty. I wish we could do more unfortunately we cannot. 

• Initial Complaint

  Date:11/22/2022

  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.

  I have ***************** AC installed by Amazing ************ We had Technician ***** for maintenance service.. The first thing he did he cut the whole in the plenum and supposedly took the picture inside with his phone showing a lot of mold.Just because I had some doubts I asked him to take the picture with my phone.He pretended that he did. we evaluated those pictures after and establish wthat there were copies of his screen shot )He talked us into buying RGF Remo Halo + surge protector charging us $2650.0 This was extreme overcharge for the unit that in retail cost between $400-500.Our is not LED type that is the most expensive. The invoice after work was done and my elderly husband signed does not correspond with the labor or charges. At this point we are very upset with the company that is treating their customers deceivingly and being so dishonest taking advantage of elderly customers. Beware!

  

  Business Response

  Date: 12/19/2022

  I'd firstly like to offer my sincerest apologies here for this inconvenience and confusion. I was under the impression you were satisfied. I would like to offer you a free 1 yr preventative maintenance plan, which will consist of two 21 point maintenance, I will also include the duct deodorizer a total value of $300.00. Should you have any questions please do not hesitate to contact ***** our operations Manager for assistance. 
  

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18451773
  
  I am rejecting this response because: *********** is offering 1 Year of maintenance Service that i have anyway when I signed contract with them paying in advance for maintenance service plan for 4 year until October 30 /2023 .And duct sanitizing I dont need it now.
  i was overcharged for RGFRemo Halo +Surge protector  and I was expecting reasonable reimbursement.

  The maintenance invoice is showing charges that should not be occurring since I signed and payed for 4 year contract.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 12/21/2022

  I wish I would have known prior to you agreeing to have installation and it being installed, as I could have offered financing that would have fit your budget. Our prices are set based on the skill set of our Technicians and todays market, so unfortunately I am unable to offer any other form of compensation. 

• Initial Complaint

  Date:11/09/2022

  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.

  On September 26, 2022 (when I was not in *******) Amazing Air + Heat charged my 88-year-old-mother, ***********************, $2,649.95 for a service that she was not given an invoice for. She paid this amount with a check which was cashed by Amazing Air + Heat.When I returned to town and asked Amazing Air + Heat for an invoice for the nature of their work on her air conditioning, they gave me the run-a-round--never honoring promises they made on the phone and sending me "empty" email files. Amazing Air + Heat even told my mother that they would put an invoice in the mail for her on October 27, 2022--which still hasn't arrived.I don't know how old some of Amazing Air + Heat's other customers are--but in the case of my mother this is clear elderly abuse.

  

  Business Response

  Date: 12/21/2022

  I would like to apologize for the confusion. I was under the impression you received the invoices. I have attached the invoices that were sent to you as well as the original that was signed the day of install by your mother and given to her. Should you have any other questions please do not hesitate to call the office at ************. 

   

  Thank You 

  Kindly 

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

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18379566
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/12/2022

  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.

  Amazing Air came out after hours to my residence as my HVAC was not working and misdiagnosed the problem as coils leaking then proceeded to tell me I also needed a **** dollar air purifier system for mold he stated he found, I asked how much to clean it and he said 2900.Said he would need to follow up with coil availability. I called him the next day and told him I called ************ ******* that installed HVAC, and coils were under warranty, he then changed course and said he doesn't think it was coils now but a circuit breaker. Came back out to look at the breaker and said I will call warehouse to see if we have one but I have another job and will let you know if one is available. I had to call him back later that evening and he said oh sorry but won't have one until Monday which meant no air for the house throughout weekend. I called Amazing ********** and they said maybe they could loan a portable AC. Called Caloosa Cooling LLC they came out sending a text with tech. name/picture/time of arrival. and then sent another tech. to diagnose and were there till 8pm. Said it was not coils or circuit breaker but capacitor and main board. They couldn't get the parts until the next week but bypassed the board to get air running till they could come back. THATS PROFESSIONALISM!!! Amazing Air was not on time, not responsive, misdiagnosed problem, and tried to sell me thousands in upgrades. When I called the ******* to ask for my money back they said no it was a diagnostic fee or I would say a misdiagnostic fee and I said I would place this review they stated "better watch what you do, better watch slander, and bring it". And then she hung up. Better Business Bureau next : ) DO NOT TRUST THIS COMPANY!Honestly accept that you did a poor job, reimburse the 179 dollars and that would be it.

  Customer Answer

  Date: 08/25/2022

  The company has not contacted me at all.
  

  

  Business Response

  Date: 09/23/2022

  
  Its important to us that our customers are more than satisfied and I spoke with you promptly after hearing of your dissatisfaction. I spoke with our lead Technician who was out to your home and even offered to bring you a portable unit,  he has explained that was not the problem as mentioned above as well as stated that you did not pay *************** because the problem was already diagnosed by our Company. We would love the opportunity to resolve this issue unfortunately we sent a technician out to your home after hours and they diagnosed your system and you agreed to pay. 
  
  If you give us a chance, we would be very happy in offering you a half price maintenance agreement. 

  
  Please give me a call at your earliest convenience.
  

  
  

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17912936
  
  I am rejecting this response because you are not cognitively aware of the initial complaint. Your lead technician was completely wrong and misdiagnosed the problem, he actually was wrong at his second diagnosis as well. ******* diagnosed the problem correctly and fixed the problem and the unit has been *************! Your LEAD technician attempted to sell me **** dollars in unneeded upgrades. Why would I want to pay more money to your company lol!
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/09/2022

  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.

  Paid for a service up front totally $2,587 after receiving a quote. When they came out for maintenence is when the quote was given. On July 26th they were there doing the maintenance and I asked them not to start the new job that was quoted until the next day. However, when I went back inside after speaking about the quotethey went ahead and started the job that I asked them to hold off on. I called and told them I no longer wished to have the service quoted preformed because I had decided against having it done. When I spoke with the manager they were supposed to refund it within **** business days. However, it has now been three weeks with no reimbursement of the upfront payment. This is unacceptable business practice and needs to be address before further action is taken. As they weren't suppose to charge for the job until it was completed and I had not authorized them to start on this job that was quoted.

  

  Business Response

  Date: 09/23/2022

  Please note I am unable to find a Customer by the name of *************************** in our system. I did find where ***************************** was refunded and invoices were signed and the job was started yet the customer changed her mind. please note that ***************************** was refunded minus the amount to for her new plenum. 

• Initial Complaint

  Date:07/25/2022

  Type:Order 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 7/13 I contacted Amazing Air and requested a $50.00 maintenance. The appointment was scheduled for 7/15 between 11 and 1. they called and rescheduled for 7/18 but then cancelled that appointment and I had called and rescheduled for the following day. After their tech inspected the unit he said the fan was plugged and he needed to look in the attic. After he went in the attic he said he needed to seal the ducts where they connect to the vents and it would cost $4500. I told them I could not pay that. They in turn asked how much I could pay and came down to $2500. I should have realized at that point I was being scammed. That same afternoon the temperature in the house went up 6 degrees. The next morning I got a ladder and inspected the unit myself where I found an air filter so plugged it could not move any air. According to another A/C service tech, that is the reason the fan plugged. I spoke with the service manager who stated that the leaks in the ducts would not cause the fan to plug. and after threats to *** me if I stopped payment on a check or contested charges to my card agreed to a $1250 refund. Today I received a text that my account had been credited $900 not the $1250 agreed upon. I am a disabled Veteran and recently had a mild stroke. The doctors have said I should not be on a ladder or work overhead as it could trigger another stroke. At this point I feel a complete refund is in order. not the $1250 since they did not even honor that. I feel that Amazing Air has attempted to extort money thru lies and threats of litigation and will not honor any agreements they make.

  

  Business Response

  Date: 09/23/2022

  We're very sorry that you had a negative experience with our [service department]. This does not reflect our company-wide commitment to the highest customer service standards. I do see that you were refunded and have attached all amounts refunded to you as well as a copy of your signature authorizing the work to be preformed along with payment authorization. 

   

  Thank You kindly we look forward to working with you ion the future.