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:03/03/2025

  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.

  Installed a new air conditioning unit. Installers unable to complete job to inspection requirements and was told they would come back to fix. Company reached out for my availability 2 days later to set a new appointment and was told they would let me know, 2 weeks and no word from them, I had to call to set a new appointment for Friday 2/28. They did not show, when called I was told it was canceled by them, with no notice to me. When called about the no show nobody could tell me why and was told someone would call me back.

  

  Business Response

  Date: 03/14/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager made multiple attempts to follow up with Mr. **** regarding his complaint but was unsuccessful. We would genuinely like the opportunity to discuss this further with Mr. ***** as we do not want to leave him dissatisfied with the heat pump installation completed on February 15, 2025. After further review, it appears that our dispatch team is working to coordinate the remainder of the work with Mr. ***** based on his availability. We encourage Mr. **** to contact us so we can address any outstanding concerns he may have.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23004248
  
  I am rejecting this response because:

  The business contacted me approximately a week ago after numerous days of "someone will call you back" responses and I gave them my availability, and was told they are still waiting on a part. It has been just short of a week with no further contact from the business to reschedule the remainder of the project.
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 03/28/2025

  Our technician installed a line set cover over the drain on the right side of Mr. ****** house on March 19, 2025. After following up with Mr. ***** he stated that "one pipe is not fully covered from the flash." Mr. **** forwarded us pictures of the issue, and we are currently reviewing them internally. Our HVAC Manager, ***** will be going out to address this concern. **** called Mr. **** yesterday, March ******** and left a voicemail. Performance is dedicated to addressing all of Mr. ****** concerns, and we look forward to resolving this matter promptly.
  

  Customer Answer

  Date: 03/28/2025

   
  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. The company has been in touch and currently expecting them sometime in the next week to resolve the outside issue as per our phone conversations. 
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:01/22/2025

  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.

  On 1/12/25, I contacted Performance Air Conditioning regarding my heat not working. The repairman came out to fix it and said that it needed two sensors to resolve the problem. The two sensors were not in stock and they would have to be ordered.Since then I have made four phone calls regarding the sensors. First call, 1/12/25, I was told they didn't know when the parts would be in stock. Second call, 1/15/25, I was told they still didn't know when the parts would be available. Third call, 1/19/25, still no answer on parts but the Customer ********************** Manager would call. (No one called.) Fourth call, I was told the parts wouldn't be in until 1/29/25. I asked to speak to the Warehouse Manager but he wasn't available and may call within a day or so.This wouldn't be an issue if it wasn't for the extremely cold temperature in Florida. My house temperature hasn't been over 68 degrees since this heating issue started on 1/12/25 and is currently at 63 degrees (today 1/22/25) and the temperature outside is 44 degrees.I don't understand how a heating company does not have parts to fix a heating issue in January in Florida. The company should have parts available to correct a heating issue. I am asking for your help to resolve this issue. Thank you.

  

  Business Response

  Date: 02/04/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations team spoke with Ms. ******* on January 22, 2025, regarding her concerns about the repair delay due to waiting on parts. To ensure she had heat in the meantime, we promptly scheduled a technician to perform a temporary repair on the same day. We followed up on January 24, 2025, and confirmed that she had heat, with the understanding that we would return to complete the full repair once the necessary part arrived. On January 30, 2025, we completed the repair as planned. Our Customer Relations Manager reached out again on February 4, 2025, to confirm her satisfaction with the service. We will continue to follow up with Ms. ******* to ensure her concerns are fully resolved and encourage her to reach out if any additional issues arise.

  Customer Answer

  Date: 02/24/2025

   
  Better Business Bureau:
  
  
  
  I am in receipt of your email saying you have closed this case because on non-action. There wasnt any action be it took Performance Air regarding the new $1,003.00 invoice.
  
  The first phone call, the Customer ********************** *** wasnt up-to-date on the current situation. She thought the problem wasnt fixed. During phone tag which became email tag, her and my husband finally came to a conclusion regarding the $1,003.00 invoice. They finally came to a settled amount of $503.00 and the invoice was sent on 2/19/2025 which we promptly paid on 2/19/2025.
  
  Now you can close your file as we came to a settled amount. I hope all of this shows other customers how ineffective and inefficient ******************** Air is.
  
  Thanks.
  

• 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.

  My air conditioning unit that Performance installed 6 years ago broke. Performance gave me a quote of $3300 to fix even though I still have a 10 year warranty or they said I should just get a new unit for $14,500. I have tried multiple times to reach a manager and no one calls me back. I currently have no air and my house is 90 degrees and all performance says "I'll send email to manager". I have 3 kids, 2 cats, 1 dog with no air and not one person from Performance has assisted with this problem.

  

  Business Response

  Date: 11/15/2024

  Thank you for the opportunity to address this complaint regarding the heat pump installed on July 9, 2018. Our Service Manager has spoken with Mrs. ******* and confirmed that we will honor the parts warranty for the equipment. The repair has been scheduled for tomorrow, November 16, 2024. Following the visit, our Customer Relations Manager will follow up with Mrs. ******* to ensure her satisfaction with the resolution.

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22512890
  
  I am rejecting this response because:

  It was brought to my attention that when I had my unit installed in 2018 Performance failed to register it so we can get the 10 year manufacturer warranty. Yes, after multiple phone calls and messages the manager did agree to only charge me $1600 instead of $3300. Performance told me it is too late to register my equipment because it had been 6 years. What happens if my air goes out again before my 10 years is over, will we be back this same situation where I have to fight for someone to honor our warranty? Also, NO manager has called me since my equipment was fixed on Saturday 11/16/2024.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 11/29/2024

  Our Customer Relations Manager followed up with Mr. ******* regarding the warranty. We assured him that we would investigate the registration and work towards a resolution. Mr. ******* expressed satisfaction with our response and our commitment to resolving the matter. We will continue to monitor the situation and maintain regular follow-up with Mr. ******* until the issue is fully resolved.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22512890
  
  I am rejecting this response because:

  My husband did speak to someone but he is not satisfied and he did express this. We were supposed to have a 10 year manufacture warranty but performance neglected to register my equipment 6 years ago. I received a call over the weekend stating we only have a 5 year manufacturer warranty.  She also said she would send this to me in writing, but I have not received anything.  I have had multiple managers from performance tell me it should be 10 years. Why am I continuously getting conflicting information?? 
  
  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.

  In July it was discovered that work completed on the system put in 2022 was not completed and agreed on by them that they needed to complete the work They sent someone out to get a list of supplies needed to complete the work Sine that visit I have not been able to get anyone to complete the work or get people to call me back Today 4 months later after complaints online they have someone call me and want to discuss the whole thing over again even though they already agreed they needed to do the work and solved the issue The issue is they where suppose to replace the old medal ac return with new return However they only replace part splicing the new to the old outside the view when looking in the attic

  

  Business Response

  Date: 11/15/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has been in direct contact with Mr. ************ regarding the installation completed on June 28, 2022. After thoroughly investigating his request concerning additional work he stated was previously agreed upon, our Customer Relations Manager reached out to provide an update. A voicemail was left today to inform Mr. ************ that we will be scheduling the completion of the requested work. We are committed to maintaining open communication with Mr. ************ and will continue to follow up until this matter is fully resolved.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22511866
  
  I am rejecting this response because:

   

  I have received a call and been told they will perform the requested work.   I do not have a written document with the work that will be performed and I only have an approximate date of Jan 15, 2025.   I would like to have a clear written explanation of the work and believe this case should be left open to the work is actually completed. 
  
  Sincerely,
  
  *********** ************

  

  Business Response

  Date: 11/29/2024

  Our Customer Relations Manager has followed up with Mr. ************ who expressed a desire to keep the matter open until the work is completed. We have sent Mr. *********** an email confirming the details of the agreed-upon work. We will continue to monitor the situation and maintain regular follow-up with Mr. *********** until the issue is fully resolved.

• Initial Complaint

  Date:10/29/2024

  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.

  Performance installed a brand-new air conditioner in our home on 8/12/24 for $8K,we called a to have a plumbing evaluation done. The plumbing evaluation was done a week later by ******,& we were given & estimate $12K that was approved,& we were told the work would be the following wk. When we called, the next wk,we were told the employee was on *************** would begin work the next wk,we were never consulted about the wait just informed when we called. Performance showed up the following Tuesday & brought like 5 different people all to tell us that we needed to have a mold remediation which should have been told to us 2 weeks prior & we could've had that done by that time. We called for a quote on the mold remediation $8700,& it was done the next wk after a *************** Test $382.50 that we were told about 2days later. We called that Friday & was informed that they could come after the mold remediation was done and we gave them the completion dates. Next wk we received a text from *** that the manager ****** stated that they were waiting for permit. We asked wasn't there already supposed to be a permit since you supposed to be doing the work when you came out after the vacation,& the *** said the permit was closed. As part of the plumbing job the bathroom was essentially to be gutted and ***laced and they were to access the concrete slab to flush the sewer. The ************ removed the bathroom fixtures to check & clean for mold & this was supposed to be removed from the plumbing bill, they also removed the lower kitchen **************** We have been out of our home since the wk of 8/16/24 and the company is not calling, returning calls,& when we call them, they give the same story they're waiting on permits and now it's slow because of the hurricanes; yet our permit should have been in the works prior to both local hurricanes. We are renting a pod at $200+ a month & don't have a restroom, kitchen cabinets or sink,& the water has been cut off all this time.

  

  Business Response

  Date: 11/07/2024

  Thank you for the opportunity to address this matter. Our Customer Relations Manager has spoken with Ms. ****** and extended an apology for the inconvenience she experienced. We have collaborated closely with our Service Manager to resolve the issue and ensure the necessary permit was obtained. We received the permit on October 31, 2024, and have confirmed a return date for the repair to be completed on November 11, 2024. We will continue to proactively follow up with Ms. ****** to ensure the matter is fully resolved to her satisfaction.

  Customer Answer

  Date: 11/08/2024

   
  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:05/28/2024

  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.

  Date of transaction: July 2020 and May 2023 New 2-ton heat pump (replacement) installed in July 2020 by Paradise Air which was bought out by Performance Air shortly thereafter. Compressor under 10-year warranty failed in May of 2023 and was replaced at a cost of $1,100 (labor only) to me, as labor warranty was for one year only. The thermostat set at 78 runs continuously and will not shut off on days when temperature and humidity are high. I have attempted to resolve this with Performance Air several times, to no avail. Last attempt was on May 28 by phone. I suspect the current unit needs to be replaced with a 2.5 ton heat pump that will keep up with the demand. I made an appointment for the annual cleaning in February for a May 15th service. Performance Air called me late afternoon the day before to cancel the appointment and told me they could not reschedule until September.

  Customer Answer

  Date: 05/30/2024

   
  Better Business Bureau:
  

  I am currently working with this merchant to resolve & wish to close this complaint at this time with the understanding if things do not work out I can reopen.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/10/2024

  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.

  New HVAC installed and fully paid for. Permit application number 23 - *******. Failed inspection on 3/29/23 and again on 2/2/24 due to zoning review required. Zoning application process not started

  

  Business Response

  Date: 05/20/2024

  Thank you for the opportunity to address this concern. Our Operations Manager has initiated communication with ****************, and we are actively pursuing a resolution to this matter. We are in the process of arranging an in-person meeting with the permit and zoning office, and subsequent follow-*** will be conducted with **************** to ensure a satisfactory resolution. We are committed to maintaining open lines of communication with **************** until this issue is fully resolved.

• Initial Complaint

  Date:01/08/2024

  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.

  In November of 2022 we discovered that we had water damage to our air ducts and we contracted Pinellas Comfort Systems (PCS) for repairs as we had used them for 10+ years and were always pleased with their work. After the inspection it was determined that the air ducts needed to be replaced. PCS installed brand new ducts in the crawl space. About a year later, November 2023, we had insulation material blowing out of all or vents. We contacted Pinellas Comfort Systems to come assess the damage, and provide us with an explanation of what could have occurred along with the quote for repairing the damage. We expressed concerns over the fact that the ducts were barely 1 year old, and that the company should bear partial responsibility for the cost of repairs as air ducts are not something that should require annual replacement. The technician assessed the damage, but was unable to provide us with an explanation for the damage or an estimate for repairs. We were assured by the technician that our concerns would be forwarded to the supervisor who would personally contact us within 5-7 business days with an estimate and discount options for repairs. Four weeks later, and we have neither received an estimate, nor an explanation.We contracted a different company to repair the damage. When the ducts that were installed by PCS in the crawlspace were pulled out, it was pointed out that the wrong type of ducts were installed. The ducts that Pinellas Comfort Systems installed were not appropriate for the crawlspace as the majority of them did not have a moisture barrier. This can shorten the life span of the ducts and also lead to health issues. We were told that air ducts, when properly installed, should last about 10 years, not barely 1 year.

  Customer Answer

  Date: 02/01/2024

   
  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,
  
  *******************************

  

  Business Response

  Date: 02/01/2024

  We have been in contact with this customer, and I believe this has now been resolved.

  

  Business Response

  Date: 02/09/2024

  
  
  Our Customer Relations Manager reached out to ********************** to discuss her concerns with the duct work installed on 11/02/2022 for $7,283.00. ********************** requested a 50% refund due to a possible improper installation of the duct work.  After further investigation we found that the issue was due to a rodent damaging the duct work. During the time of installation, the duct work passed all inspections required by the city. As a good faith effort, we have offered to refund ********************** $910.37, which is half of the amount she paid for two duct runs in question that were damaged by the rodent.  If ********************** has not received this check; she should be receiving it in 3-5 business days. She is satisfied with this resolution. 
  

• Initial Complaint

  Date:08/16/2023

  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.

  I spent over $15,000 on new air conditioning units in 2019. This past weekend on 8/12/23 we noticed the air conditioner was leaking into the downstairs ceiling. This is the 4th time in 4 years this has occurred and yet the unit is under warranty. I called Performance and they sent a technician out and he saw the unit raining into my ceiling but was unable to find the cause. He said they would escalate it and send out someone else. I called them again Saturday afternoon and they said they needed to inform a supervisor and the supervisor would call me back on Saturday. That never happened. Yesterday we called twice and today twice and they gave us the same BS story.

  Customer Answer

  Date: 08/17/2023

   
  Better Business Bureau:

  The incident has been resolved - they fixed my AC so please close this case
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/31/2023

  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 May 12, 2023, I closed on a home in Florida. As part of the repair addendum, I asked for the **** units to be serviced and maintained. On May 3, 2023, a licensed **** technician from Performance Air Condition *********************************************** was called. As a result, several findings were noted including repairs and cleaning. I was provided with the receipt regarding the findings. At the bottom of the receipt, there was an apparent attempt to cover up additional comments from the technician via scribbles. From what I am able to discern through these scribbles, the note appears to say, System update. It may be time to speak with a comfort advisor about a more efficient system. Approximately one month later, I discovered an issue with the unit that was serviced and had to pay over $8,000 for a new unit. I strongly believe the technician was aware of the status of the unit and made a comment noting the condition. However, the technicians comment was intentionally scribbled out when it was turned over to the Seller.In several attempts to fully understand why this note was made and then scribbled out has left me with even more questions. Performance Air maintains they did a full investigation but I still did not receive a logical answer as to why the receipt was scribbled and was told a technician would not scribble over a recommendation for a new unit because it would be commission for them if a new unit was sold. Due to me not having accurate information regarding the condition of the unit and not being in a position to have the Seller make any necessary repairs, I was responsible for all replacement costs which could have been avoided had I known the unit needed to be replaced. I do not believe the business tried to resolve the problem, and ironically, the technician is no longer employed with the company. I was provided a one-year maintenance plan for the unit valued at $120.00, which is nowhere near the cost of the new unit I had to replace.

  

  Business Response

  Date: 08/01/2023

  After looking into the ****************** file and the service visit from May 3, 2023, for the previous home owner. The scan provided of 'observations' was not an invoice and rather observations and recommendations made for the unit at the time of service. In the middle section of the paper were immediate items that were suggested to be addressed at that service visit or in the near future and a quoted amount of $1,701.00. At the bottom of this same paper the technician wrote "System Update - It may be time to speak with a comfort advisor about a more efficient system." This is a recommendation made by ************** in an effort to assist the previous home owner in potential energy savings in their utility bills by installation of a new unit. This was not something we recommended due to the condition of the unit at that time. We cannot speak to why this portion has been scribbled out but one can believe this might have been done at the time of service with ************** in speaking with the home owner that she was not interested in moving forward with a quote on a newer more effecient system at that time therefore the technician removed this suggestion. The technician notes in our system from that service date state: "Upon arrival the customers house I completed the check up on both customers units. When initially speaking with the customers they stated that the outdoor units were pretty loud  and they have been loud since they moved in the house. After checking out the units I found some of the screws were loose which dim the sound slightly in the customers will need to put something with a little weight due to some of the screws being stripped out at this time which will also lessen the noise. Both systems are working properly at this time." We do not feel that this was done maliciously or in attempt by us or the previous owner to hide anything and believe there was no wrong doing.