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:04/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 a York Affinity 4 ton system Sansone installed in 2018 that has a 10 year warranty parts and labor. On 2/4/2025 I had Sansone come to evaluate a problem with the ** not cooling. A ********** came diagnosed a problem and ordered replacement parts. Two days later another ********** came and replaced the parts, but the problem persisted. I called them back and they sent a third ********** who investigated everything and found nothing wrong concluding your system is older so it may not cool as well. An unrelated fault came up after a few weeks and a fourth ********** came out and discovered the heating on the unit was stuck on due to a malfunction in the relay. He fixed it as well as the fault. The heat being left on continuously incurred an incredibly high electricity bill. The problem should have been discovered at the first visit. I contacted management about my electricity bill and requested I be reimbursed for the portion that was due to their failure to diagnose and fix the problem on the first day. The manager **** ***** acknowledged the issue caused the high bill but indicated I should contact York for reimbursement which I rejected since York wasnt responsible for failing to diagnose the problem on 3 separate occasions. He asked me to send him the electricity bills and he would discuss with upper management and contact me the next day. I sent the bills along with several more emails and I have called a few times since. To date I havent received any response. The proper resolution is to reimburse me for the additional electricity charges due to failure to fix the problem for 23 days. The cost is $19/d due to 4.9kwh from the heating element which doesnt include the excess electricity used from the ** needing to run continuously to compensate for the heating running continuously. I am reasonably asking for a payment if $437 which only partially covers the extra electricity cost.

  

  Business Response

  Date: 04/25/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager followed up with Mr. ***** regarding the increased electricity usage caused by the malfunction of his air conditioning system. We sincerely apologized for the lack of follow-up and communication concerning the agreement previously made with our Service Manager. We confirmed that the agreed-upon reimbursement would be processed, and Mr. ***** expressed his appreciation for the outreach and was very satisfied with the resolution.

  Customer Answer

  Date: 05/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Only one comment- I shouldnt have had to file a complaint to get a resolution. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/29/2024

  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.

  We purchased an air conditioner from this company and they committed fraud. First the company came in and damaged cabinetry. They admitted to damaging the cabinetry and sent two gentlemen out one that was supposedly the installation manager and another that was the supposedly was the insurance supervisor. They agreed to pay for the damages and said there is no need to provide there Insurnace information. We agreed on $5000 to be left of the bill and paid the remainder of the balance. After about two weeks while waiting for cabinetry to be made I got multiple calls from someone at sansone stating they have no idea theres any damaged cabinetry. This went on for weeks. They then called saying they sent letters and emails for the balance. (I received no letters or emails.) sansone then went and charged the credit card the balance WITHOUT PERMISSION. Without removing the cost for the cabinetry. There is also additional risk to other areas of the cabinetry upon removal stated by the cabinet installer per there contract. They committed credit card fraud by charging a card without permission. The most ridiculous part of this is we were considering using this company to complete the rest of the hvac work in this home which was over $50,000.

  

  Business Response

  Date: 12/13/2024

  We sincerely appreciate the opportunity to address this matter. Our Customer Relations Manager has made several attempts to reach Ms. ******** regarding the air conditioning installation completed on October 2, 2024 by Sansone. Regrettably, the only contact number available on her account was her son's, which has been used in previous outreach efforts. However, our Customer Relations Manager successfully obtained Ms. ********** work phone number yesterday and her cell phone number today, December 13, 2024. A voicemail was left for Ms. ******** to discuss the issue further, but we have not yet been able to establish direct contact. We respectfully encourage Ms. ******** to reach out to us at her earliest convenience, as we are committed to resolving the complaint and ensuring her complete satisfaction.

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22618033
  
  I am rejecting this response because:
  You refunded the ***** until repair is done for the damage that was done. Ive spent a total of over 16  hours on this matter between getting cabinetry setup, countless phone calls from Sansone that say they have no clue whats going on.  They still never replaced the filters they left out. The coils are dirty now I assume. Really pathetic a customer can spend this much time trying to resolve an issue. We definitely will not be contracting Sansone for the remainder of the work
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 12/27/2024

  Our Customer Relations Manager has followed up with Ms. ******** regarding the reported damage. It was agreed that we would reconnect after the first of the year to assess the repair costs. Ms. ******** understands that we cannot determine a resolution or provide a specific amount until the repair cost is clarified. We will maintain regular communication with Ms. ******** until the matter is fully resolved.

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22618033
  
  I am rejecting this response because:

  This company is absolutely ridiculous. Sansone committed credit card fraud after I waisted countless hours with your company. You can coordinate with my mother (Ms. ********** Although you fail to realize I am the one wasting my hours coordinating this repair. I deal with all Ms ******** home repairs. Ms ******** runs a law firm and does not have time to deal with a damaged cabinet for countless hours. I am in the process of to filing a complaint with the Florida attorney general due to your company committing credit card fraud. Insult to injury your company avoided the issue for weeks. Sansone shall reimburse me for my time I have waisted and they continue to waist. 
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/07/2024

  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.

  My wife and I hired this company to come diagnose our central ** unit issue. The ** had stopped working. I paid $89 to have their technician come for a service call to diagnose the issue. For starters, they came here and said that they would put a new capacitor in to test that first, which is the cheapest fix. If it wasn't that it was likely the fan motor or the entire unit would need to be replaced. Sure enough the capacitor they tested with did not fix the issue, so he quoted me $1,800 to replace the fan motor, but at the same time insisted this might not fix the issue, in which case we would need to replace the entire ** unit and that would cost roughly $9,000. At which point we would be out the $89 service diagnostic call, plus the $1,800 for the fan motor and then dumping $9,000 on a new unit. Of course, we decided a second opinion was necessary. We called an electrician we know that also works on **'s. He immediately said it doesn't sound like the fan motor because that is trying to start up, it sounds like the capacitor. He came by with a capacitor, put it in and the unit started running immediately. This is a $10-18 part and quick fix that I could have even done myself, so by far the cheapest option. This clearly shows that the company tested my ** with a bad capacitor, which I believe they knew, to force me to replace the entire unit. They knew the fan motor wasn't the issue, but I would have been swindled into spending $1,800 on a fan motor which wasn't the problem in the first place, it wouldn't have fixed the issue, and then I would be forced to believe it was the whole unit and I would be out another $9,000. This would have been a $10,889 scam if I hadn't made a call for a second opinion. I am seeking a refund for my $89 on the service call to diagnose the issue as they did nothing but try to scam me and misdiagnosed the issue.

  

  Business Response

  Date: 07/23/2024

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager made multiple attempts to follow up with ************ regarding the ************ visit at her home on July 6, 2024 but we were unable able to reach ************ to discuss his experience with us further. As a good faith effort Sansone issued the reimbursement of $89.00.  We encourage ************ to reach out to us about this matter and we would appreciate the opportunity to discuss and resolve any outstanding concerns.

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 21952590
  
  I am rejecting this response because: I did not receive a refund from this business as stated by the business. No refund was issued. I will reach out to the business next week 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/14/2024

  Our Customer Relations Manager has made several additional attempts to follow up with ************ regarding the refund issued by Sansone on July 22, 2024, which was credited back to the same credit card used for the service visit on July 6, 2024. If ************ has not yet received this refund or wishes to discuss the matter further, we encourage him to contact us. We would appreciate the opportunity to address and resolve any outstanding issues.

• Initial Complaint

  Date:06/20/2024

  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 placed a service call with Sansone April 21, 2024 after my year-old ** stopped cooling. Prior to the techs arrival, I removed the panels from the units to see if the coils were frozen & check for debris - which I communicated to the tech since the panels were off when he arrived. He ended up replacing a burnt wire & advised me to get a surge protector. I end up paying $333 bc the wire apparently was not covered under warranty. My ** stops cooling again that night, I place another service request & the tech returns the next morning. The tech gets the ** cooling again but tells me I would eventually need to replace the contactor the next time the ** stops cooling. I declined to replace it since that too was not covered by my warranty. I reach out to a rep from my builder about the ********** tells me the repair should absolutely be under warranty and reaches out to Sansone. ************************************** with Sansone tells him that the repair was not covered by my warranty due to the fact that "the customer removed the panels prior to the techs arrival and was advised to attempt any repairs herself in the future". Mind you, I was never once told that. I email ********, they tell me they'll get back to me early this week. Five days have gone by and radio silence. I want to make it perfectly clear I am not complaining about the tech as he is only the middle man in this situation. I'd like to know why repairs aren't covered under warranty once a customer inspects their unit - just as instructed on the Sansone website. Additionally I would like the ******** to explain why I was told the parts weren't under warranty and why they can't uphold the professionalism to respond to my email much less resolve the issue. Also just a little tip - don't bad mouth the customers to the tech while they're still in the customers home. Rude, unprofessional, and a slap in the face.

  

  Business Response

  Date: 07/03/2024

  Our Customer Relations Manager contacted Ms. ************ to discuss her concerns regarding the **** service repair completed on April 21, 2024. After conducting a comprehensive assessment of the required repairs, our Customer Relations Manager verified the warranty coverage and conveyed apologies to **************** for any inconvenience caused. Sansone has agreed to issue a refund for the repairs and has extended a complimentary two-year maintenance plan as a gesture of goodwill. **************** has expressed satisfaction with this resolution.

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  New air conditioner installed by Sansone air conditioning company July 13,2022. February 2023 there was a flood in my home from the air conditioner. Sansone came 6 times in February to repair the leak. July 14,2023 I had a certified company do a MOLD inspection of the home because of " damp smell". The report found Mold in the garage and A/C loft in garage where the leak originated from the air conditioner. Since 7/20/23 I have been calling Sansone customer relations department requesting return call to discuss this matter.

  

  Business Response

  Date: 08/25/2023

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has been in contact with **************** to discuss her concerns. We contracted a remediation company to go out to ******************** home to review the areas affected by moisture. We are in the process of following with the remediation company and following up with **************** to review their assessment to determine the next steps to have this matter addressed. We will remain in contact with **************** to get this matter resolved.   

  Customer Answer

  Date: 08/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/15/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 May 24, 2023 we paid a deposit of $250 for shipping of a part for our air conditioner currently under warranty installed by and serviced by Sansone. In invoice ******* you can see we were billed $250 with this notice: "Customer wants to order cond coil collected shipping charge $250 cond coil under warranty is $1795 balance due when job completed." (I can show the payment from the bank if necessary).On Jun 8th, *********************************************** the invoice ******* we paid both the $1795 for labor and the $250 for shipping. We paid twice for the shipping. We seek a refund for the $250 in shipping. Numerous phone calls and emails have resulted only from them saying they will "look into it"

  

  Business Response

  Date: 08/01/2023

  We appreciate **************** patience with regards to reimbursed for being erroneously charged double for shipment of parts. We were able to make contact with him, and process the refund back to his credit card used for the services and followed up with him to confirm receipt and consider this closed.

  Customer Answer

  Date: 08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  According to Tye at customer service **************, ******************** Air ********************** has a policy that said she is to not give out the manager's email and phone number under any circumstances. Communication at Sansone Air Conditioning is very poor. I have tried unsuccessfully on a number of occasions to speak with ******** new manager. I spoke to ********************* ago and asked for the manager, but no manager has called me. Essentially, I wanted written confirmation that there was continuity between last year's maintenance contract and this year's contract's payment. Also, I was speaking with the technician *** about another UV Light and got disconnected. There was no call back from him. I tried for a total of three (3) hours during two (2) weeks' worth of many calls to secure a new maintenance contract. For over the past six (6) years, I called one time (1X) each year and agreed to yearly contracts in one (1) minute with Ms. **** ** Sansone. This time, I was told over the phone that she retired and there was only one (1) Sansone family member left working there. I was told I would be charged $150.00 on my charge card. Then, I received a paper invoice for $216.00. ******** told me I had to sign it and get it back to her. I never did that before and asked for the manager again. Eventually, I did agree to verbal contract with *****, who identified herself as the proper staff person who completed that task. However, I did not want to be told there was now a gap between the contracts because this one was made delinquent by the delay. If the contract were signed late, my long-term warranties on my Air Conditioner/UV Light might be voided. I asked ***** to tell the manager I wanted to share some of my concerns: esp. the discrepancy in contract costs, its apparent lateness, the tech not getting back to me, A UV Light coupon had now expired, and any break in continuity. I'd seen another review that said the customer phoned the owner regularly and another review here as well that said the woman emailed the manager. To conclude, I called and spoke with ***** lastly. When she asked why I wanted to speak with the manager, I explained that I spoke with four (4) other staff on the phone and explained to them my many reasons for wanting to speak with the manager. Each time, the manager did not get back to me. I asked her, "Why should I do it again?" She did not get that very important point and requested of me a different, more specific reason. I asked ***** to explain to me what she did not understand. Silence on the phone. I asked her what could I say to her that would get the manager to return my calls? She explained that a few things might accomplish my goal. I cited a couple of them back to her and respectfully emphasized three (3X) times that she was to pass along a message that I wanted to speak with the manager about those same things. To date, the manager has not called me. I hope the manager is well. If the manager was not well, someone would be filling in. What could they be hiding?

  

  Business Response

  Date: 02/28/2023

  Thank you for providing us the opportunity to review and respond to ****************** concerns. Our Customer Relations Manager ******* reached out to ************** earlier this month and provided her email address to send his concerns to. After receiving the email, she reached out to him by way of phone on 3 occassions and eventually sent him a letter with her contact information. We would like the opportunity to better understand his concerns and ultimately resolve them for him. ******* will attempt to reach out to him again to resolve the matter and come to a amicable resolution.

  Customer Answer

  Date: 03/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/11/2023

  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.

  Had an insulation problem in the attic First serviceman said it was 150 feet of insulation. It seemed like a lot,but i have been using them in excess of 15 years and have previously purchased two ac

  

  Business Response

  Date: 02/28/2023

  We appreciate the opportunity to review and resolve **************************** concerns. Our customer relations manager was able to reach out to ************************ on January 12th, and resolve this matter amicably by refunding him for the services rendered on January 4th. We appreciate **************************** patience in the matter and look forward to doing business with him in the future.

• Initial Complaint

  Date:07/19/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 began a lease with ****** auto approx 12 months ago.at that time they needed to spray the back of my ram **** pick up truck.i pre paid for the service.i was told to call them and they would have a rental car available for when they sprayed the back.i went back several times ,after setting up an appointment with my sales rep,and he didn't have a rental car for me to use as the service was complete.i have called his boss and there was no resolution. I have even call the highest person *************** in the entire company and to no avail.i feel at this point my money should be returned due to the fact the lease is now 1 yr old and noone has helped come to a resolution.

  

  Business Response

  Date: 07/28/2022

  Good Morning,

  This is Sansone Air Conditioning not Sansone Motors. Please correct this is not our business.

  Thank You,

  ****** Sansone

  Customer Answer

  Date: 07/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************