We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Air Conditioning Contractors

Payne Air Conditioning & Heating, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Air Conditioning Contractors.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/27/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 July 2nd, I had a new 2 stage air conditioning unit installed. I believe that installation has been flawed from the start. They also did not completely finish the job as listed on the proposal they sent me. Specifically Fix supply plenum where technicians step over and they didnt reattach the panel that protects the refrigerant lines/wiring to the outdoor ******* was incorrectly initially causing both the heat and ac to run at the same time. They came back out on July 3rd to address that.They said they were unable to run a new thermostat wire so they left the existing wire hooked to my thermostat which caused several more issues. The unit while the same size as the last one was not keeping up at all, called them back out multiple times to try to diagnose. The unit was unable to enter into the second stage this whole time. I called a second ********** out to diagnose the issue and they said the amount of wires was incompatible with the new unit, I needed a new wire run.They came back out, ran a new wire and also had to add more refrigerant to the system because it was never properly pressurized while in the second stage.2 Sundays ago the unit quit working tech came out, said that it had blown the transformer in the air handler up stairs. Couldnt fix it. They came back out the next day, replaced the transformer, couldnt get the problem to happen again. On Monday, same issue happened. They came out and installed a new thermostat, claiming the existing thermostat was causing the shorting.Over night last night, the unit quit working. We never lost power. Theyre coming out to diagnose it today.

    Business Response

    Date: 10/11/2024

    Hello, we're sorry for the issues you've incurred with the installation of your new system.  We stand behind our work 100% and have responded to each issue immediately with no additional expenses.  It seems the system is working properly now since we have not been out again since the date of this filing 9/27/24.  Please let me know if you need anything additional.

  • Initial Complaint

    Date:07/01/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Payne Air did a good job installing my AC unit. However, when I called for service on 7/1/2024, I experienced very poor customer service. Despite being the original installers, they now refuse to service my area and suggested I contact another HVAC company. The manager was also unhelpful. Initially, they incorrectly told me my warranty was out of date. After being passed around, another representative confirmed my warranty was still active. Yet, I was told they no longer service the ******* area. It is frustrating that the company who installed my AC unit now refuses to service it. One would expect them to stand by their work and provide ongoing support.

    Business Response

    Date: 07/02/2024

    Our records indicate that our company did not install the equipment for this customer.  We show the equipment only (no labor or materials) was sold as a direct purchase to an employee.  If we installed the equipment then we would have a signed contract by the homeowner along with a receipt of payment of which we have neither.  We only have record of payment from the former employee for the purchase of the equipment.  My assumption is the now former employee installed the equipment at this residence himself and without the knowledge and/or approval of management.  Our office is located in ******** and unfortunately we do not provide services to the ******* area.

Payne Air Conditioning & Heating, Inc. is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.