ComplaintsforConditioned Air

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Daikin AC system January of 2023. Starting May of 2024 unit was not holding temperature. Two tech visits did not resolve problem. Visit by third tech identified failed EEV valve and parts were ordered. Never received promised call backs on parts availability. Was finally told parts were a week out. In a week I called and was told it would be another two weeks. Continued calling for updates and was finally told yesterday (July 25) that they would come out today and fix the unit. Received a call this morning and allegedly one of the parts arrived broken and now I have no idea when (or if) unit will ever be fixed. ****** has suggested that dealer could replace entire air handler if parts availability is a problem. I have asked about this repeatedly with no response. I want a definite repair date and an answer to simply replacing entire air handler which seems a more straight forward solution.

  

  Business response

  08/07/2024

  This system was down for a brief period. While parts where on order. Two out of 3 parts were received and were installed that day. The system is up and running. The third part was only ordered as a precautionary measure. This part remains on back order. We have no control over the manufacturing of HVA/C equipment.   

  Customer response

  08/08/2024

   
  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. Sort of...My main complaint involved the poor communication about status and resolution. Yes, the system was ultimately fixed and seems to be running properly. But the problem was not uncovered by the first two tech visits, one of which I feel I paid too much for. And once the problem was diagnosed properly communication about how long it would take to fix was poor. So yes, consider this closed but also realize my confidence in Conditioned Air has been damaged.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a loyal customer of the business for over 3 years. I had my semi annual maintenance completed on 6/10/24 under invoice number ******* with service tech *******************. At the appointment the technician advised that my air filters were not quite ready to be replaced. On 7/1/24 I changed the air filters and noticed in my second floor air handler unit closet that a s**** in piece with a black topper was half broken on the floor. This is the piece that is on the front of the unit to close on small cover for the air filters. I sent a picture and an email to service manager *********************** at the company,. However, nine days later, he has not responded. The picture is attached. At the very least, the business needs to replace this inexpensive part either through the mail or a technician visit.

  

  Business response

  07/11/2024

  My apologies **************, your email came into my spam mail, I will get the part out to you in next few days. 

   

  ****

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have contracted for bi-annual service with Conditioned Air since building here in 2006. In November of 23 our garage cooling unit was not working. Repairs were done for approximately $500 but techs said it was at best a bandaid. By February the unit again failed and we contracted to buy and install a new one. We paid 1/2 of total cost approximately $2500 by credit card. The unit was installed on March 7 but techs could not get it to work/turn on. Techs returned on Apr 11 later they returned to again try to repair the brand new unit. But they had the wrong parts. Another visit on April 25 but again the tech was unable to repair. At this point we dont want a lemon repaired. We want a new unit that works with factory guarantees. Adding to our displeasure is the fact that we were charged in full for the unit once it was installed even though it has never worked. Our attempts to resolve this have been futile. Phone calls are not returned. The fellow who sold us the unit has tried to gain attention of superiors but to no avail. We need help to get a new unit installed ASAP before the summer heat boils our cars.

  

  Business response

  05/07/2024

  Our Service Manager spoke with ************* and has scheduled a technician to go to their home to address the issue.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2015 I purchased a heat pump from Conditioned Air, with a 10-year warranty on parts. In December 2023, the fan on the system would not turn off, causing it to run 24 hours a day needlessly, thereby increasing my electric bills. On 12/13/24, a technician identifying himself as "******" can to my home and told me I needed a new part, and that the office would contact me. By 1/3/24, they had not contacted me, so I called & spoke to "****," who said shed get back to me. She did not. On 1/9, I called & spoke to "*****," who said she'd get back to me. She did not. On 1/15 I called and spoke to "*****," who said that "*****" would call me. He did not. On 1/22, I called & spoke to "*****" again; she said "*****" was in the building & would call me back; I asked that he call me that day. He did not. This morning (1/24) I called & spoke to "*****" again. She told me that *************** would call me "in 5 minutes." He did not. If this isn't total unresponsiveness & a classic run-around, I don't know what is. *****************************

  

  Business response

  02/01/2024

  ******************, I sincerely apologize for the lack of attention to you the customer and our service department. There is absolutely no excuse for this. Please in the future call and Ask for *************************** our service manager EXT. 488. our Feel free to call me Ext.400. Everyone mention in your BBB report has been informed how poorly we failed you. If we can do anything Further, please reach out to one of us.

  Thank you .

   

  ****

  Customer response

  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.

  FYI --

  After "Kaelyn" of Conditioned Air left a voice message (the message is attached to this response) about 35 minutes before the scheduled appointment time asking if they could reschedule the appointment set for 1/29/24, I called back about 15 minutes later and was told she was on another line.  I asked that she call me back, because I wanted to get the job done that day (since I would be home all day).  Like so many others, ****** never called me back, and at that point I filed an negative update to my one-star rating on Google.  The next day *********** called me, and we were able to set up an appointment for later that day.  "****" arrived at my home and apparently fixed the problem.  I can't say with 100% certainty that it's been fixed, because the weather has not caused the system to run for heat and/or cooling that I can tell.  Time will tell, but I think the problem is solved.
  

  *****, who had been one of the number of people who had not returned my calls (he did call after I filed a complaint with BBB and ******** told me that, because of the way people in the company had treated me, the company would not charge me for labor, which is something I appreciate.  However, it appears to me that Conditioned Air has a systemic problem with customer service.  I don't think that so many people telling me they would do something and then not doing it is a coincidence.  It seemed that I only got return calls after I filed complaints with third parties.  I don't know if not responding to customers is a matter of policy or corporate culture or if people are too busy to respond or it's something else.  Given that the poor service happened repeatedly, I don't think that my problems with the company are a one-off problem.  I could not recommend Conditioned Air to anyone.  I am retired and was formerly an employer, and I would certainly have appreciated a customer telling me about what they believed was a pervasive problem in my company.

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

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Attempted to schedule my annual maintenance due in December 2023. When I scheduled it with *** on November 28th, I specifically requested tech **** *********************, it was scheduled for December 8th from 9:30-10:30 am. On this day, I received a call from ******* calling to do the service, he advised he has been with the company for 2 months! He also advised that he has NOT seen the tech ********************* in the 2 months he has been there! So why was I scheduled with a tech not with the company. I respectfully declined having a NEW 2 month old tech perform my service. I request service with a tech that has been with the company more than 2 months! Otherwise, you can pro rate a refund for me service and I can find another company! *********************** at the business doesn't respond to emails, thus, I filed a complaint with the BBB.

  

  Business response

  12/11/2023

  On Friday, December 8 @11:10 AM, *********************** ***************** Manager for ********************* called and spoke with *****************  After apologizing for the confusion, **** explained that ****** was no longer with Conditioned Air and ******* scheduling her appointment should have informed **************** of that.  **** asked if ******, a Technician with over 7 years of experience, could perform the maintenance for her.  Upon ******************** agreement, **** scheduled ****** to perform the maintenance on Tuesday, December 12.

  Further, **** provided **************** his direct extension should she have any concerns with ******** work.  **************** appeared to satisfied with that resolution.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a brand new home built by Pulte in a *************** community. It is related to complaint 59142704-3AA73. BBB did not read in full the issue, but this is NOT the air conditioner...it is the ***** VENT! The vent that is installed behind the dryer for the air to escape to the outside. The vent is not secure. It has gaps all around the metal plate in the wall. The *************** even stated that the item needs installed properly. They have called Conditioned Air and the company will not respond to getting the issue fixed. Hot air is blowing back into the home because the vent is not sealed. I am having cabinets installed, but the vent has to be repaired before that can happen. They are costing me money having the cabinet people come out twice. Either Conditioned Air needs to respond or Pulte Homes...but this needs to be addressed ASAP.

  

  Business response

  10/23/2023

  Hello, we have followed up with the customer and the issue has been resolved to the customers satisfaction. 

  Thank you,

  Conditioned Air

  Customer response

  10/24/2023

  The issue has been resolved. Thanks to the warranty department with Pulte. The service people from Conditioned Air did a great job in repairing the vent.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Conditioned Air of Naples was hired to install 4 new high end Carrier Infinity AC units. 2 Bosch units were to be uninstalled and one was to be reinstalled at a secodary location. Sales person was ******************************* and they quote "gave us thier best installer ****". Started the first week of August. Was supposed to take 4 days. We left on holiday only to return and see the install was never completed. They didnt connect the ********** units. The house was 90 degrees with brand new Brazilian Cherry hardwood floors. After 6 calls, all to their answering service....a manager called back. Told them the issue. They didnt hook them up, no thermostats or new 4 inch filters. Upon return 10 days ago, 2 units had been hooked up but the original 5 ton unit did not have a filter. 6 more calls no return. The Bosch unit at the secondary location was not installed properly. No one will call us back other than an answering service. Horrible company. Bait and switch.....even charged 100% on my AMEX before completing install.

  

  Business response

  09/29/2023

  I will be calling the customer to ******* a site vist to address **************** concerns.

  SVP of Service 

  ***********************

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Air Conditioning not working properly.

  

  Business response

  09/20/2023

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

  I Apologize for the delay in ***********, I understand that your compressor is not functioning to its fullest output and the supervisor at the time ****** was filling in at the ****** office and delayed ordering your compressor and fell into backorder due to the summer demand. *********************** our supervisor **************** office. Will be contacting you if he already hasn't to get this repair done. feel free to contact me thru my email if you chose, *********************. 

  ****

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a bill from conditioned air, invoice number 1043079 of $59 for a Trip charge made on May 1, 2023. I have a service contract with this company, and the mechanic came out to do the twice yearly maintenance. When he left, the air conditioning system was dripping water from its location inside the house and so I made another call to have it repaired. By the time the second mechanic came to fix it, the drip had ruined part of my plaster ceiling in the laundry room. But It still continued to drip a little bit and the third mechanic explained that the second mechanic had fixed it but the remaining water drip would have to leak out until it finished. I should not have to pay this trip charge because it is Conditioned Airs fault that the air conditioning system started leaking after the regular maintenance, which ruined my plaster ceiling. I called Conditioned Air on June 12, 2023 to dispute the bill and the telephone operator said she would give my complaint to the billing supervisor. I never heard back and today I was on hold for over seven minutes and finally hung up.

  

  Business response

  08/18/2023

  Spoke to the customer will not be charged for the$***** also will pay for the the repair on the water stain ceiling.

  Customer response

  08/23/2023

   
  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

  08/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On March 29th I had Conditioned Air come out to repair the *** They replaced the Capacitor and everything was fine.On August 4th I had the same issue and they replaced the Capacitor again this time the charge was reduced by $20 dollars. No charge for the part. I question the charges and the tech said the Capacitor was cheaply made and was from ***** and was sorry. I called the office when they were doing the work to speak to a supervisor but they were gone for the day. The person said someone will call me back next week. I didnt hear from anyone on Monday so I called on Tuesday and spoke to the office person, I explained my concerns and she said a supervisor will contact me. Shortly later **** called and said that the Capacitors were from ***** and that was all was available and was sorry. He said he could credit me $50 dollars, I was asking for the service charge of $ 203 or the labor cost be refunded of $179. He said that upper management would have to make that call. I later looked on Amazon and see that there are Capacitors made in the ***.

  

  Business response

  08/10/2023

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

  I apologize for the unprofessional way we handled your service call. our goal at Conditioned Air is 100% customer satisfaction and we fell short here. 

  i will refund the $203.00 diangostis charge and order a new Capacitor manufatured in *******  , installed for you at no charge .

  Our Supervisor ************************* will be calling you to set up the appointment .

  Thank you for your business . 

  ****

  Customer response

  08/11/2023

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

*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. ↩